topic Re: Lock & Lock Customer Service in Q Talk

Lock & Lock Customer Service

candylady — Mon, 24 Aug 2020 09:30:02 GMT

Is anyone else having problems with Lock & Lock living up to their "limited lifetime warranty" claims. I have bought a lot of L&L over the years and have a few lids where the tabs are broken and have called the L&L Company to request replacement lids. I do not care about the color of the lid, I just want to be able to use my pieces. Very hard getting an actual person to talk with, so I left a message with the info on the 3 lids I needed to be replaced. Never heard a word back from L&L. Chris & David promote this warranty everytime they present L&L, and it is ****** as far as I am concerned. Do not offer it if you do not intend to honor it. To me, this is misrepresentation of the product and I do not appreciate being duped by QVC.

Re: Lock & Lock Customer Service

LindaSal — Mon, 24 Aug 2020 11:55:53 GMT

I don't own a lot of these pieces but I've read similar threads on here regarding "so called" warranty's on certain items. Expecially higher priced ie, La z boy recliners and things of that nature. They don't seem to honor them.

Re: Lock & Lock Customer Service

CAcableGirl2 — Mon, 24 Aug 2020 13:39:28 GMT

@candylady I own lots of LocknLock and have watched many, many presentations, and have never heard there is a limited lifetime warranty.

Mine has lasted and lasted and I have had a couple of lids break, but after all the use and a couple of people did bend them backwards which probably contributed to them breaking, I just trashed those and never sent them back. It's not worth the hassle to me since they are pretty reasonable based on how much use they get (at least at my house).

Re: Lock & Lock Customer Service

henderson — Mon, 24 Aug 2020 14:38:02 GMT

@candylady wrote:
Is anyone else having problems with Lock & Lock living up to their "limited lifetime warranty" claims. I have bought a lot of L&L over the years and have a few lids where the tabs are broken and have called the L&L Company to request replacement lids. I do not care about the color of the lid, I just want to be able to use my pieces. Very hard getting an actual person to talk with, so I left a message with the info on the 3 lids I needed to be replaced. Never heard a word back from L&L. Chris & David promote this warranty everytime they present L&L, and it is ****** as far as I am concerned. Do not offer it if you do not intend to honor it. To me, this is misrepresentation of the product and I do not appreciate being duped by QVC.

Hello @candylady: I called in June and talked to someone. She was working at home in California. I imagine she's the only employee. Everytime I call back I get a recording to leave a message with the color/code at bottom of lid, etc. This is ridiculous!!

Re: Lock & Lock Customer Service

Spurt — Mon, 24 Aug 2020 14:49:21 GMT

@candylady wrote:
Is anyone else having problems with Lock & Lock living up to their "limited lifetime warranty" claims. I have bought a lot of L&L over the years and have a few lids where the tabs are broken and have called the L&L Company to request replacement lids. I do not care about the color of the lid, I just want to be able to use my pieces. Very hard getting an actual person to talk with, so I left a message with the info on the 3 lids I needed to be replaced. Never heard a word back from L&L. Chris & David promote this warranty everytime they present L&L, and it is ****** as far as I am concerned. Do not offer it if you do not intend to honor it. To me, this is misrepresentation of the product and I do not appreciate being duped by QVC.

@candylady

File a complaint with the Better Business Bureau, you can do it online and it will definitely light a fire under them to take care of your problem with the warranty......

Their website says the warranty doesn't apply to:

1) Damages caused by accident, negligence of improper care. 2) Usage & storage of improper materials not intended for normal household use (such as chemicals). 3) Industrial or commercial applications. 4) Normal wear and tear. 5) Please see USE & CARE section for more details.

Depending on how old they are, I bet they will say its "normal wear and tear" and therefore, the warranty doesn't appl.y................

Re: Lock & Lock Customer Service

mosky — Mon, 24 Aug 2020 15:18:39 GMT

I have purchased so much LocknLock over years.I have had some lids break,and I have called the company and they have been extremely helpful.I tell them I am a QVC customer,give them the number of the container,and always they send me what I need.I cannot say anything bad about them!I am sorry you had this experance.

Re: Lock & Lock Customer Service

suzyQ3 — Mon, 24 Aug 2020 15:54:48 GMT

If it is a relatively new item that broke, you should be able to get a new one. CS is probably impacted by the virus.

But it it's not new, I'd chalk it up to wear and tear. It is, after all, just plastic.

Re: Lock & Lock Customer Service

sunshine45 — Mon, 24 Aug 2020 17:34:19 GMT

anytime i call i speak with a live person.....very friendly.

i have had no issues with their customer service.

keep in mind that they do not open until 10am pacific time.

no charge, no receipt required.

i think that they are a bit behind in shipping. i usually get my replacements within 4 - 6 weeks. right now they are running 6 - 8 weeks i believe.

Re: Lock & Lock Customer Service

Puppy Lips — Mon, 24 Aug 2020 17:42:08 GMT

I just noticed that some tabs are about to break on some of my pieces. It would be nice to know that I can easily replace the tops. I hope I do not have an issue with that.

Re: Lock & Lock Customer Service

loriqvc — Mon, 24 Aug 2020 23:14:59 GMT

@candylady - Welcome to the forums! Lock & Lock has apparently been hit hard with staffing and business issues related to COVID, and since they're headquartered in California, there could be impacts related to all the fires there right now as well.

Under normal circumstances, someone always answers the phone right away if you call between the hours of 9:00 a.m. and 5:00 p.m. Pacific Time (844-527-9188). I have had several lids replaced at no cost over the past couple of years, so there is no scam or "duping" involved—I think the company is just struggling with service at the moment. If you can be patient, hopefully you can get someone on the line to take your replacement order, and then it takes just a couple of weeks for your new lid to arrive. Good luck!

Re: Lock & Lock Customer Service

tl98466 — Mon, 24 Aug 2020 23:58:25 GMT

I've had GREAT customer service from Lock and Lock! I emailed them about my problem (tabs breaking off), with a picture. I told them I bought them from QVC and they sent me replacements...granted, they weren't the same color, but it works.

Re: Lock & Lock Customer Service

chickenbutt — Wed, 02 Sep 2020 18:27:24 GMT

Does anybody have a CURRENT phone# for L&L customer service? I know the # has changed half a dozen times and even Googling it I came up empty.

TIA

Re: Lock & Lock Customer Service

wildlifewitch — Wed, 02 Sep 2020 21:37:14 GMT

When these things happen, I just messsage through facebook or twitter. You can also post, as that gets their attention. I get quick assistance that way.

Re: Lock & Lock Customer Service

loriqvc — Wed, 02 Sep 2020 23:14:53 GMT

@chickenbutt - When I called three months ago, I used this number: 1-844-527-9188. Representatives are supposed to be available Monday through Friday from 9:00 a.m. to 5:00 p.m. Pacific Time, but I know they're short staffed right now, so the actual hours of operation may be different.

Re: Lock & Lock Customer Service

Snoopp — Thu, 03 Sep 2020 12:43:17 GMT

It’s been a while but they did not refund or replace my broken lids. I no longer buy the product.

Re: Lock & Lock Customer Service

brandiwine — Thu, 03 Sep 2020 14:08:28 GMT

I ordered one of the first sets and a container cracked. They replaced it, but told me don't bother to call back, because they won't replace any more items even though the "warranty" says they will. That was the first and last Lock & Lock order for me.

Re: Lock & Lock Customer Service

toril — Thu, 03 Sep 2020 15:50:52 GMT

Called in June regarding broken container received that way in set and one broken lid. They said they would send a replacement and so far nothing.

Re: Lock & Lock Customer Service

chickenbutt — Thu, 03 Sep 2020 17:07:14 GMT

@loriqvc wrote:
@chickenbutt - When I called three months ago, I used this number: 1-844-527-9188. Representatives are supposed to be available Monday through Friday from 9:00 a.m. to 5:00 p.m. Pacific Time, but I know they're short staffed right now, so the actual hours of operation may be different.

Thank You so much, Lori.

I hate making phone calls and I'm hesitant from some of what I read, but I broke the seal of one of my favorite pieces and I just hate it. I'd be willing to pay for a seal if necessary. I just hate that the item has become useless at this point. I finally tossed it but, of course, kept the o-ring (I have a few of them on hand - hate to toss them). Had to get the bowl out of sight because every time I see it I feel awful.

I'll see what happens.

Re: Lock & Lock Customer Service

loriqvc — Thu, 03 Sep 2020 17:55:16 GMT

@chickenbutt - Good luck! And I totally understand the desire to keep a piece and just have it end up driving you crazy due to problems. With my very first set of Lock & Lock, for some reason, I didn't believe them about how the seals would work in the microwave and just disengaged the tabs and left the lid on while reheating some leftovers. Well, shockingly enough, the cooking process heat-sealed the container shut, and it was absolutely impossible to open. I tried for several days to get it open and save it, getting the container out of the fridge, working on it, putting it back, and so on and so on. After two weeks, I finally had to give up and throw it out. I learned my lesson...

Re: Lock & Lock Customer Service

candylady — Mon, 12 Oct 2020 16:57:47 GMT

I have a L&L warranty card in front of me that says it is covered by a limited lifetime warranty against manufacturing defects.. This warranty does not apply incases of misuse or abusive use. . This warranty gives you specific legal rights. I see no section stating breakage under normal use is not covered. i was abe to speak to Juanita at L&L and she told me an all new warranty policy is now in effect. Only L&L sold by QVC will be warranted. If you buy L&L anywhere else, your items will not be warranted, which I find odd, as shouldn't there be a warranty with all L&L whereever it is purchased? To the lady who has never heard Chris or David mention the L&L warraanty, I do not know how you missed that. I have heard it on many presentations. Junita promised my replacements woud be sent out in June, well, it is now Oct. & no replacement lids have arrived. I am getting more & more disillusioned with QVC and its claims and customer service. Amazon is looking a lot better these days!!!!!!