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| - POOR COSTUMER SERVICE - RUDE MANAGER LACKING COSTUMER SERVICE SKILLS.
My husband and I have been loyal All Clad Costumers for years and own many sets of their cookwares, including pots, pans, bakeware, etc. We recently had a 6 qt. Non Stick Dutch Oven (which we purchased for over $200 in a department store) that turned out to be poorly made and was peeling terribly within a short time of use. To a point it became unusable, so we decided to send it back to All Clad because of their "life time warranty" policy. When I first spoke with their costumer service, I was told that they will either replace it with the same pot, if available, or issue us a credit for our purchase. Then, weeks later, All Clad sent us a cheep, low quality replacement, a $95 value item, an entirely different pot that we could not use. I ended up speaking with the manager (whose name was Tom). He "informed" me that our original non-stick Dutch Oven only worth $50.00 (despite the fact that we paid a much higher price at a retail store, and not mentioning that we have never seen any All Clad cookware of that capacity for sale for $50 any where), and they no longer make it. So they replaced it with something that looked similar (in the manager's words "comparable.") Then, he accused me for trying to get more money out of him for the pot we purchased. I felt so extremely insulted that I could not believe I was actually speaking to a costumer service professional, a manager of a once I considered as a fine company. I explained to him that this was not just about money (we own a large high end collection of All Clad products. We have spent thousands of dollars on their products.) I just would like to have a replacement that is equal to what we paid for, something that we could use, and not being taken advantage of. In the end, "Tom" offered to take the replacement item back and issue us a voucher of $100 to be used towards future All Clad purchases. By that time, I could no longer speak sensibly with this person. So, I said "fine." But, I also told him that I will continue to complain about their poor costumer service, and the dishonesty of their company's warranty police. I felt that I was cheated TWICE, both on the product, and again by their costumer service.
It is a real shame that a company like All Clad has such poor costumer service. On the other hand, how could they accomplish great customer service when they have a manager who is not only incapable of being helpful, but who speaks rudely and insultingly to their costumers?
Sincerely
Disappointed consumer
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