Angela
Dangerous pan lid and shocking customer “care”
My issues are more with the lid I bought with the pan, and Titan’s Kitchen’s“Customer Care”. The pan arrived with the pan handle and lid handle in a separate box. My partner fitted them carefully. The very first time we used the pan (on low-medium heat), within a minute or two the lid handle shot off into the air at considerable speed and force. The immediately the lid shattered all over. Fortunately, the lid handle flew away from me. I was standing in front of the stove, so if it had projected at me it could have gone straight into me eye. I immediately emailed Customer Care to say what had happened, attaching a photo of the shattered lid. They sent me another one, this time with a broader metal rim than the first one. But no handle for the lid. I emailed again, asking where the handle was. They replied as follows: “ We have checked with our team, and as per the assessment, only the lid was reported as damaged. Based on this, a replacement lid was shipped to you. Regarding the handle, it is not included with the replacement as it was not identified as a faulty or missing part at the time. If you would like us to arrange a new handle for you, we can certainly assist with that; however, it would require an additional cost.” I am shocked that “Customer Care” expect me to re-use a lid handle which was clearly dangerous and which could easily have caused physical injury (which would have been Titan’s Kitchen’s fault). And now they expect ME to pay for a new handle and shipping! What kind of customer “care” is this? My advice is to steer clear of this company and its products - for your own safety.
Response from Titan's KitchenApr 30, 2026
Hi Angela, We’re very sorry to hear about this experience, and we completely understand why this was upsetting. Safety is something we take extremely seriously, and we’re relieved no one was injured. We also want to apologize for the way the replacement was handled. In this case, a new handle should have been sent along with the replacement lid, and we’re sorry for the frustration this caused. Our team will be happy to send you a new handle as well so this is resolved properly. Please reach out to us directly by email and we’ll make sure this is taken care of for you as quickly as possible. Warm regards, Titan’s Kitchen Team