Cooks Essential -cant get replacement on lifetime cookware

kimshann · ‎06-01-2015

I purchased a set of Cooks Essential cookware years ago and I have a skillet that needs replacement (non-stick is ruined). I have been working with customer service since June 5th, 2018 to get it replaced. It is now October 19th and still no progress. I did not save the invoice, so I do not have the order number or item number. This was one piece of a set. Noone ever said that in order to use the lifetime replacement, you must know the item number and order number. They have been researching this for months now with no luck. Cooks Essential is QVC's exclusive cookware brand, so it is obvious that I purchased it from QVC. What is the point of lifetime replacement if you can't use it when you need it??? So frustrating. This was a pan I used all the time and I would love to have it replaced. If anyone can help, I would appreciate it!

loriqvc · ‎11-06-2011

@kimshann wrote:
I purchased a set of Cooks Essential cookware years ago and I have a skillet that needs replacement (non-stick is ruined). I have been working with customer service since June 5th, 2018 to get it replaced. It is now October 19th and still no progress. I did not save the invoice, so I do not have the order number or item number. This was one piece of a set. Noone ever said that in order to use the lifetime replacement, you must know the item number and order number. They have been researching this for months now with no luck. Cooks Essential is QVC's exclusive cookware brand, so it is obvious that I purchased it from QVC. What is the point of lifetime replacement if you can't use it when you need it??? So frustrating. This was a pan I used all the time and I would love to have it replaced. If anyone can help, I would appreciate it!

@kimshann - Unfortunately, it really is quite difficult to replace a piece of cookware without knowing the item number because Cook's Essentials has made so many sets over the years. I've worked with the Q to replace a few pans from the set I purchased for my mother about four years ago, but because I keep crazy-meticulous records, I had the item number, and that made a difference.

Call and ask a customer service representative for the direct number for the Cook's Essentials service team; it is possible that someone more closely involved with the manufacturing process can help more than QVC can. Good luck!

SouthernBee · ‎09-16-2010

Can’t help. Just what I went through. Got excited about QVC and CE. I am very careful with anything I purchase and follow all instructions provided. I purchased CE cookware and bakeware sets. Never put them in the dishwasher. No metal utensils or high heat used. After several years started having issues with some pieces. Called CS multiple times and given the run around or told to send detailed letter and information to the corporate office- no help whatsoever.Today never look at the CE brand or consider any new products they offer. Got me once but not again. JMO. Southern Bee

I kept my invoices. The manufacture contact informations provided in the manual or instruction booklets were disconnected. Never could find replacement pieces on the internet, eBay or Amazon

chickenbutt · ‎03-09-2010

I agree with Lori. You need to talk to the CE people, and there should be a number available to contact them.

I only had one problem with a CE pot and I contacted them. All I needed to tell them was from what line and the size (e.g. 1qt saucepan, CE stainless, or HA II, etc).

I might have had to ship it to them, but it's been a while and I just can't remember all the details. Sorry about that.

When I did it, they didn't have that exact pan available anymore, but I was contacted by a nice man with CE who gave me two choices of replacements, both of which were upgrades.

Mine was a stainless steel nonstick (1qt) and I ended up with one from their Hard Anodized II line, and ended up buying more of those because they were very well made, initially, and I still use them all the time without incident.

If you don't have the phone#, QVC CSR should be able to get you that info.

Carmie · ‎10-25-2010

That CE warranty is not worth the paper it is printed on. I have quite a few pieces of CE cookware and it wore out..just like almost everything else.

Just throw it out and buy a new piece. Consider cookware a temporary item.

My Revereware is the only cookware that has lasted. Mine is 45 years old and I have a few of my mother's pieces that are older than that. They look almost new and get used hard.

Had the handle break off of a Revereware giant cooking vessel and they replaced it no questions asked.

RedTop · ‎09-01-2010

I am not fond of this brand; had 3 pieces develop hot spots, or the non stick coating peeled off. I accepted it as a learning experience about the brand, tossed it, and put my money into better pieces.

If the pieces you need replaced are no longer made, a dollar amount is determined, and your account credited.

Tigriss · ‎03-12-2010

I wonder if QVC can look back in their records and find your original order and item number. They could send you a copy of the receipt/order and go from there. I do know that Craftsman is a similar poo like lifetime warranty. They often change the items so they don't match what you had and charge for the upgrade. Company ethics now are all about profit for the top, not the workers or customers.

homedecor1 · ‎03-09-2010

@kimshann

It seems unusual for a request with Q to take this long to "research". Two or three years or so ago I had a issue with a skillet which was "totally" scratched & discolored that came with a set (hard anodized Technique).

Q CS was able to locate the info to get me a "replacement" of course not same style as was discontinued. I did receive this new piece free of charge within 6 weeks.

I truly wonder if it's worth your aggravation now OR since the cookware is slowly being discontinued (I used to see clearance) for better brands you may not get a replacement.

Hopefully, one of the customer care mods here will be able to help you -- 5 months is ridiculous to wait. I would Repost in the Customer Care forum where they will see your "complaint".

SharkE · ‎08-19-2010

Go to that area up top on right hand corner to 'my account' and scroll down to where you ordered it . there's a record of everything you ever ordered.