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| - VERY IMPORTANT TO READ IF SENDING POTS/LIDS FOR REPLACEMENT
My mom purchased 9 pots from them when they were still selling the 7 ply versions. I called two weeks ago to ask they be repaired but since they no longer carried the 7 ply they offered to exchange them free of charge for the 5 ply they now carry. The number I dialed was 1-877-494-2289. I inherited them from my mom so I provided her info.They didn't find her in their system nor did I have a customer number when I called. I didn't even know what the sizes of the pots were or the lids that I needed replacing. The rep was still able to give me a return number which I had to include inside the box and mark on the outside of the box when shipping the pots/lipds to them. I had to pay the shipping to send the pots and lids to them but they sent me back a new set of the 5 ply without my having to pay for it (shipping nor new set). When calling ask to be transferred to their warranty department. If you have their pots the lifetime warranty is for 50 years. Considering the amount she paid for them I'm really happy with their customer service.
Keep in mind that you NEED a return number in order for them to replace the pots/lids for you so you must call in first before mailing the pots back to them. I mailed the pots to 2115 Pinehurst Dr, Middleton, WI 53562 with my return number on the outside of the box in permanent marker and inside the box I included a piece of paper wherein I wrote my name, address, telephone number and the return number including a brief description of what was wrong with the pots/lids (some pots were missing handles, the valves had broken or been badly burned, and one of the pots had been so badly burned that the bottom was separating. These pots are roughly 15-20 years old, give or take so for them to stand by their warranty, even if the new pots are only 5 ply instead of 7 and the handles are silicone instead of the black handles we had on the old ones is more than I could ask for.
I was going to throw them out but looked online to see if there was any way to clean burnt on grease from one of them when I came across their website. I just got back the new set a couple days ago and they seem to work just fine, although I haven't burned anything just yet. I recommend using "Bar Keepers Friend" to clean the pots (at least the old ones came back shining whenever I used it) and keeping in mind that although they are a great high-end set they aren't completely non-stick. I've owned a couple non-stick sets and these don't quite cut it as non-stick. So watch the food, don't go too high on the flame, and use a bit of pam to prevent foods from sticking.
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