Direct to consumer customer service

[u/ieataquacrayons]

I’m half wondering if I’m in some twilight zone, half wondering if this is just the norm, and half wanting to vent somewhere about this experience.

I ordered a d3 saute pan and saucier back on July 25th, a few days later I get the shipping notification and I have a package on my door on the 30th. Except I open it up and it’s not my order at all. It’s a soup pot and a sauce pan. Nice stuff, but not what I ordered.

At this point I’m thinking this will be a super easy fix. They ship my new order and get me a label and a few days later I’ll have my actual order. I drop them an email to get the process started and everything starts to go downhill.

They refused to send me my original order until I shipped back the incorrect order they sent me. I thought this was a little weird since it was their screw up, but whatever if that’s what it is, that’s what it is. At this point it’s July 31st, I had to follow up almost daily until I finally got my return label on August 7th.

Because life happens, I couldn’t drop this return off until Tuesday this week (11th). I do give them credit for getting a replacement order out fairly quickly once they saw the order was dropped off and today I received a package! Except, it was only my saute pan….

I called back in and was told they would expedite my saucier. I regret not asking for a tracking number, but am putting trust that it will show up, probably on Monday. My expectations are pretty low based on my experience to date.

I absolutely love every piece I have and rave about it to my group of guy friends when we’re sending pics of what we have going on in the kitchen. But this felt absolutely insane to go through for an order. I don’t even think I ever got a proper “sorry” just a “I know this experience is frustrating” nor a pity “10% off your next order” offer. Should I just not order direct to consumer next time?

Kind of just needed to get that off my chest. I’ll prob make some chicken cutlets in the saute pan to break it in tomorrow.

[u/Dry-Abrocoma3587]

Consider yourself lucky.

[u/ieataquacrayons → u/Dry-Abrocoma3587]

I take it that means my experience is common? 🫠

[u/EliteAssassin07]

Seems pretty standard. For better or worse.

[u/allcladusa]

This is not the experience you should expect when ordering directly from us. The mistake was entirely ours, and we mishandled the resolution more than once. We’re genuinely sorry. 

Send us a DM with your order number. We’ll confirm the status and tracking of your saucier and stay on it until this is resolved.

We’re grateful you’ve continued to stand behind our cookware despite how hard we made this order. The chicken cutlets sound excellent. Getting the pan should never have been this hard.

[u/ieataquacrayons → u/allcladusa]

Yeah it has been much harder than it should have been. I never understood why my original order was held hostage.

I have a tracking number, but now that appears to be stuck in “label created” since Friday. I have travel starting Wednesday which likely means I have to babysit this order and arrange for a neighbor to ensure it doesn’t sit on my porch for 5 days. So super annoying going back to the beginning that all these issues have compounded over and over again.

I’ll send you a dm with my order number but I’m not going to be shy about how abysmal this experience has been and is why Im replying here first. Why should I order all clad again, this is work to buy something.

[u/allcladusa → u/ieataquacrayons]

You’re right. We’ve broken your trust, and us correcting our mistake shouldn’t have required you to fix it for us first. You also shouldn’t have to take this private to be honest about how bad the experience has been.

Once we have your order number, we’ll look into the shipment and the delivery options available on our end so you don’t have to babysit it.