The Vollrath Company, L.L.C.

Called the Vollrath Company as I was supposed to if I needed any warranty work/replacements. The 5 most used pieces from this expensive cookware I cannot use any longer since little pieces of the inside base is peeling off. Always used plastic or wooden spoons/spatulas. Never ever was in a dishwasher. The company told me over the phone they don 't do business with Cooks Warehouse any longer. My complete set plus all the extra pieces I purchased was very expensive. I guess I have to start saving up for yet another set of cookware. I used this set 14 years. Far from the 25 year warranty. I'm so VERY disappointed!

Sent my pots and pans back due to nonstick surface scratching off into our food as well as handles completely rusting. This is the 2nd time, both after about 10 years of use. 10 years ago, no questions asked, they replaced my cookware. Present day, this is considered normal wear and tear and they sent all of my pans back with a free pan and a letter stating that it was not a manufacturer defect for the coating to come off. Really? We only ever use wood spoons and rubber spatulas in these pans and they have never seen the inside of a dishwasher. Find it hard to believe that the nonstick surface in my food is to be considered normal. Very disappointed knowing the cost of this cookware. A product is only as good as those who stand behind it. Guess I will be cooking in my new "free pan" until the coating starts to come off of it while I shop for a different brand. Sorry, but I can't see doing business again with a company that won't back their product for the full warranty. J--------

I too purchased one of their skillets at Costco from one of the on site venders that were hocking this line of cookware. It came with a Full 25 year warranty card which I still have; but after reading all these reviews, I am not going to waste my time trying to get them to honor their warranty. I will in the future do my due diligence in researching an expensive purchase like this was, before buying it on the spot.

Poor product

I can not find someone to honor the warranty on these pans. Paid way to much for junk.
Everything sticks to the bottom of these pans after short usage.

Hello, In regards to this complaint, Cooks Warehouse, who sells the Vollrath manufactured product to the end user, has been contacted and they have agreed to issue a refund to Mr. [redacted] . In turn, Mr. [redacted] has been contacted and will be returning the product for a... full refund.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] In response to Vollrath's message, I would like to state a few items First off my cookware is years old and yes it does have wear and tear, totally agree My cookware is used for home use and yes it has been cooked on Yes some surface imperfections have appeared over the years; however, the non-stick cooking surface had been functioning just fine until recently That is the reason for wanting to return the pansNow I am asked to call Cook's Warehouse? Who are they? The warranty specifically states to send cookware to Vollrath company as well as the websiteI'm only asking for replacement of the cookware due to the functionality of the non-stick surface You folks are stating it's because of wear and tear If that's truly the case, then why do you offer a year warranty and your sales folks in the field state that these products can be returned no questions asked? Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The Vollrath Company LLC warrants its products against defects in materials and workmanship for a period of one year.  Additionally, this products' warranty includes two years part, three years on the electrical board, and five years on the compressor.  ...

This claim involved the normal wear of parts in the machine - not due to a defect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The reason for this complaint is not about the "wear and tear" of the product.  It is strictly about the functionality of the product, being that after 19 years of use, my food is sticking to the pans.  No other reason than that.  This cookware is manufactured by the Vollrath Company and the warranty specifically claims that the cookware is to be returned to the Vollrath Company and not Cook's Warehouse.From your response, it appears that the warranty has been misrepresented, of 25 years no questions asked, and that is unfortunate.I very much trusted in this product because of the warranty and the sales folks that were selling it but this has been a grave disappointment to say the least.It appears that the Vollrath Company is not going to honor the warranty for what is considered to be a manufacturer's defect in that a non stick pan is now having the food stick to the pan and you folks are calling that normal wear and tear. Incredible.On returning my pans to me, you actually sent me one new fry pan which as far as I'm concerned is admitting some guilt.A truly disappointed customer.[redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I STAND WITH MY COMPLAINT I PURCHASED THIS MACHINE IN GOOD FAITH BUT IF IT ONLY WORKS FOR TWO MONTHS THEN I HAVE TO REPLACE MOST OF THE WORKING PARTS EVERY TWO MONTHS, THEN IT IS NOT A VERY GOOD MACHINE. WHAT GOOD IS A WARRANTY WHEN THE MACHINE QUITS WORKING EVERY TWO MONTHS AND IT COST YOU $385.00 PLUS SHIPPING EVERY TWO MONTHS I OR NO ONE ELSE CAN AFFORD TO RUN THIS MACHINE.. THAT WOULD BE THE SAME AS PURCHASING A TRUCK OR CAR AND IF MOTOR OR TRANSMISSION OR ANY OTHER PART THAT IT TAKES TO RUN IT OTHER THAN A FLAT TIRE QUIT WORKING IN TWO MONTHS AND THEY SAID IT WAS NORMAL WEAR AND TEAR WOULD YOU ACCEPT THIS.. PLEASE HELP ME AND I ASSURE YOU OTHERS, WE CAN NOT AFFORD TO PURCHASE EQUIPMENT AT THIS PRICE AND REPAIR IT AT THIS COST EVERY TWO MONTHS.THANKS AND PLEASE[redacted]P.S. I CAN SEND THE PICTURES OF COGS AND DOME COVER THAT THEY SAY IS NORMAL WEAR & TEAR IF YOU WANT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] In response to Vollrath's message, I would like to state a few items.  First off my cookware is 19 years old and yes it does have normal wear and tear, totally agree.  My cookware is used for home use and yes it has been cooked on.  Yes some surface imperfections have appeared over the years; however, the non-stick cooking surface had been functioning just fine until recently.  That is the reason for wanting to return the pans. Now I am asked to call Cook's Warehouse?  Who are they?  The warranty specifically states to send cookware to Vollrath company as well as the website. I'm only asking for replacement of the cookware due to the functionality of the non-stick surface.  You folks are stating it's because of normal wear and tear.  If that's truly the case, then why do you offer a 25 year warranty and your sales folks in the field state that these products can be returned no questions asked?
Regards,
[redacted]

This
is to confirm The Vollrath Company, LLC has received the subject complaint and
is investigating the claim.   Vollrath stands by our products through
our warranty policy which addresses product defects due to materials and
workmanship.  The warranty policy does not address...

user abuse.  We
will send a response to this complaint no later than Tuesday, September 30,
2014.     
 
Sincerely,
 
[redacted]
VICE
PRESIDENT SUPPLY CHAIN, THE VOLLRATH CO., LLC
[redacted]  *  [redacted]  *  [redacted]  *  [redacted]

Dear Mr. [redacted]
I apologize that the warranty and cookware have not lived up
to your expectations. After 19 years of normal usage, any pan will shows signs
of wear and tear. As the manufacturer of the product, within the warranty,
Vollrath assumes responsibility for manufacturing defects. As for the natural
aging that takes place over the course of XX years of use, Vollrath does not
assume responsibility, and this natural wear and tear is not covered under the
warranty.
The individuals selling this product line are not Vollrath
sales representatives. The Vollrath Company sells the product to a customer,
Cooks Warehouse, and it is an independent sales force, Cooks’ sales force, that
is selling this cookware (plus warranty) as a no questions asked return policy.
As much as it is stressed to Cooks Warehouse that the 25-year warranty
is built in to cover solely manufacturing defects, we cannot control everything
that is said by their sales staff.
I am sorry that this did not turn out to be a positive buying
experience.

I was forwarded this message
from [redacted].
 
The warranty specifically
states: “This warranty does not cover cookware used in food service settings,
damage caused by overheating or other abuse, normal wear and tear to the
cookware or the non-stick material, or surface...

imperfections which will not
impair its functional utility.  Over time, surface imperfections may
appear in the non-stick material.” If there are further problems I would
suggest this customer call Cook’s Warehouse. 
 
Vollrath’s Warranty Return Team
determined that the product in question was normal wear and tear, which is not
covered in the warranty. 
 
Please let me know if I can be of further service.Thank you, [redacted]Customer Service Representative[redacted]

Hello, In regards to this complaint, Cooks Warehouse, who sells the Vollrath manufactured product to the end user, has been contacted and they have agreed to issue a refund to Mr. [redacted].  In turn, Mr. [redacted] has been contacted and will be returning the product for a...

full refund.

Review: When purchasing my cookware a few years ago...the representative from Vollrath touted their warranty of 25 years and how any issues would be remedied without any issue. I sent off three of my pieces of cookware because of a failure of the "nonstick" surface. This was the very same issue a customer came to the representative with at the time of purchase. He touted the cookware and said that would be no issue. Simply remove the grips and send it to the location on the bottom of the pan and they would send a new one...no questions asked. Well, mine failed. I sent them to the company and they sent me back a form letter saying they wouldn't honor the warranty. This is in direct conflict with the promises and guarantee of their agent at time of sale.Desired Settlement: I simply want my three pans fixed, repaired, or replaced in accordance with the warranty. I did not abuse, overheat, or any other way use these products incorrectly. They simply failed.

Business

Response:

This

is to confirm The Vollrath Company, LLC has received the subject complaint and

is investigating the claim. Vollrath stands by our products through

our warranty policy which addresses product defects due to materials and

workmanship. The warranty policy does not address user abuse. We

will send a response to this complaint no later than Tuesday, September 30,

2014.

Sincerely,

VICE

PRESIDENT SUPPLY CHAIN, THE VOLLRATH CO., LLC

Review: I was at the Agri-Center, in Memphis, Tn watching one of the venders demonstrate the HG PRO COOKWARE. on 2/14/15 (purchase date)

The product seemed to be of good quality and very impressive with cool grip rubber handles included.

I ask the person who was demonstrating the cookware if it was safe for smooth glass top ranges and he said yes it absolutely was. I was a little uneasy about the price of $ 750.00 but it had a 25 year warranty against workmanship and defects.

I decided to go ahead and purchase the cookware on my Visa Card and surprise my wife on Valentine's day.

She was so excited about trying out the new cookware on our smooth top range in our New Home.

My wife cooked spaghetti in the big 12" pan which left very bad, scratches on our smooth cooktop

Needless to say, my wife was very upset and in tears.

I also tried to cook some eggs in the small skillet which did the same thing. (More tears !)

I have contacted the vice president of HG PRO ( first name Howard ) @ [redacted] and he said that he has never heard of this problem and there was no money back guarantee and also nothing he could do about this.

I have tried to take pictures but the cooktop is black.and has a glare that it does not show up in the picture.

I have also tried to polish and buff the scratches but could not get all out.

My new home warranty does not cover any damages like this!

I am willing to ship this cookware set back at my own expense for a full refund of $ 750.00

This cookware is manufactured by :

The Vollrath Co. L.LC.

23 Kilbourn, Kewaunee, Wisconsion. 54216

Vice president ( Howard. ? )

Phone: [redacted]

Sales/ marketing Team

HG PRO COOKWARE

2504 N. Ontario S. Burbank, Ca 91504

Phone: [redacted]

Thank you

Home [redacted]

Cell. [redacted]

In

Business

Response:

Hello, In regards to this complaint, Cooks Warehouse, who sells the Vollrath manufactured product to the end user, has been contacted and they have agreed to issue a refund to Mr. [redacted]. In turn, Mr. [redacted] has been contacted and will be returning the product for a full refund.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Last week I returned several pieces of the Pro HG cookware that I purchased approximately 19 years ago. This cookware has a non stick type surface and in the last few months, when I was cooking with this cookware, the cooked items were starting to adhere or stick to the cookware more frequently. The cookware comes with a 25 year warranty specifically stating "if a defect in workmanship or materials appears during the warranty period, return the cookware, freight prepaid via UPS to: The Vollrath Company, Inc., [redacted], and it will be replaced without charge." I did this exactly as stated due to the issue of my food product sticking to the surface of the cookware. Also I followed the instructions when I originally purchased the product, to coat it with oil for "seasoning" the surface of the product as required.

Yesterday I received a package from The Vollrath Company containing one new fry pan along with my existing cookware, not replacement cookware, and a letter stating that my cookware does not meet the criteria for replacement. In this letter, it specifically stated that "products will be replaced one time, if they exhibit a defect in material or workmanship." This next sentence is nowhere on the original guarantee. "Examples are loose or crooked handles, rivets that are not completely sealed, deep scratches and non-stick coating such as blistering." The final sentence states "As a courtesy, we are returning your product freight prepaid, and included a new 10" fry pan as a token or our appreciation for your business."

Now I have continued to purchase products from this company periodically over the years and do like the quality of the product.Desired Settlement: My outcome is to have the cookware that I purchased from The Vollrath Company be replaced per the original 25 year guarantee that states due to a defect in material which is obviously causing my food product to stick to the surface of the cookware.

This 25 year guarantee is heavily spoken of at the sales booths for this cookware and I'm only asking that this company stands behind their product as their warranty claims they will. At the very top of the original Warranty page, it is clearly stated in bold and capital letters "full 25-year warranty".

Business

Response:

I was forwarded this message

from [redacted].