Editor’s note: since I published this post, I’ve received a lot of comments online and off by people frustrated with a different experience (and a much less positive one.) While I was satisfied (and seemingly lucky) with my experience, I’ll leave the comments open, and welcome anyone to share their experience here as well. Did you managed to get your pot replaced? Did it not work? Keep in mind that we’re all real humans here, and in no way connected to Le Creuset, so let’s keep it friendly in the comments!
Here’s a little story for you about my recent experience with Le Creuset. (Spoiler: it ended happily!) But I’ll start from the beginning: from early childhood, my favorite cooking memories involve sitting over the stove, stirring delicious things in Le Creuset pots. My mom has had the same large white French oven, and big blue braiser for at least two decades. More, I suppose. I love the functionality of these pots, and the heat distribution. They are perfect for soups and stews, braising, or even roasting in the oven.
Three years ago, I became a big kid, and got my own – a 7.25 quart round French oven, in Dijon. It’s a cheerful color, made my kitchen happy, and I used it every day. It felt good, having that pot, trusted, and would serve, in a pinch, as an effective weapon, in case of an intruder bursting into my kitchen.
While my mom’s pots have lasted with no problems for decades, alas, I must have purchased a lemon. After a few years, the enamel on the bottom of the pot started cracking, despite my gentle use with wooden spoons, typically low-medium heat as specified by their recommendations, and only gentle scrubbing. (You don’t really ever need to use the thing on high, because of the fantastic cast iron.)
One day, I was heating up some oil in the pan, and the enamel started exploding like tiny pieces of popcorn. I must admit, I had no idea what to do. I couldn’t really afford to drop several hundred dollars on a new pot, and reading threads on Chowhound made me nervous that Le Creuset might not replace it. But after several months with limited braising capabilities, I decided to take the plunge, and try my luck with the return process. There was no sense in sitting with a large, useless kitchen item. (I literally loved the pot so much that the idea of parting with it was horrific, even though I could not use it at the time.) Hopefully, if you are in the same boat as I was, this will be of use.
Here’s what happened:
1. I called customer support, and asked for a Returns Merchandise Authorization number. They ask you to put the number both inside and outside your returns box, so don’t send it to them without calling first! I chatted with the kind support folks for a bit about my problem. They couldn’t promise it would be replaced, but they seemed kindly enough, that I’d risk it.
2. I washed out my sad pot, one last time. I had a big pot, and was a little nervous about finding something to ship it in. Fortunately, my 7.25 quart pot fit perfectly in the USPS priority shipping box! You have to pay for it yourself, but at least this is fairly economical. Go USPS!
3. I wrote a kind note explaining what was wrong, just in case they didn’t notice. I then purchased insurance on the item, and confirmation of delivery (just a few extra dollars, but totally worth it.) My thinking was if the postal service lost my pot, I’d get insurance, and be able to replace the thing anyway. There was a moment where I prayed this would actually happen, because at the time, I still had my doubts about Le Creuset coming through. I also took a picture in the box, just in case. The total came to about 18 dollars, which isn’t free, but also isn’t a tenth of the cost of purchasing a new pot.
4. I waited. The support site says turnaround time is 2-4 weeks, although on the phone I was quoted 4-6 weeks. There’s nothing to really track the process, or any form of communication from the company. But yesterday, I came home, and there was a box on my doorstep. The box came back in less than 3 weeks, and they even replaced it in the discontinued color of the original (Dijon).
If they don’t find fault with their workmanship, they offer a 75% discount off of the purchase of a new pot. (But they won’t return the item you sent to them.) I think I would have had a tantrum if they had pulled this, but fortunately, things went well.
Moral of the story: this was an anxious month. I sent my well loved item back to the factory without promise of return. I wish they had a program that you could just exchange at an authorized point of purchase, but I’m certainly appreciative that I got my pot replaced! And frankly, I wish I had done it sooner! I LOVE, LOVE, LOVE my pot. So, if there are any of you sitting at home with a sad Le Creuset, just take the plunge.
I’m so happy that you got your dutch oven back, in your color and the best part – it’s convinced me to send mine back!
I had a Marseilles blue dutch explode as you describe. Eventually I threw it away because it was just depressing. Today a new 5.5 Le Creuset in the same blue is arriving. It cost $300 and that was shopping around for the best price. Good to hear that if this one has issues, there’s a solution!
My wife’s blue creuset pot did the same thing this evening. She heard a popping sound and when she realized it was coming from the kitchen cabinet she pulled out the creuset and little pieces of the inside bottom were popping off like popcorn. It’s less than a year old. We will definitely be sending it back.
I have a well-used and well-loved Le Creuset Dutch Oven that just cracked in 3 places by the handle (approx. 3 years old). I went on their website and will follow the warranty/return instructions; however, reading your story about the “popping” pieces I’m beginning to wonder about the quality of the dutch ovens they make these days? Makes me cautious about buying a new one…even at a 75% discount!
I think they make them in China now as opposed to France. So there you go.
All cast iron items are still made in France
I work for LeCreuset. The Dutch ovens are still made in France.
Mine did the same thing and mine is also blue. (It’s about 13 years old). I’ve treated that piece of cookware like a baby, never overheating, using plastic or wooden utensils, gently cleaning, etc.
But they just told me that they will NOT honor the warranty and that if my pan was to have these problems it would have happened in the first year. So therefore it must be consumer error.
Wow. Needless to say I do not want their “discount” on a new piece. Extremely disgusted.
Do you think they would replace a 47 year old pot that had been cracked but usable for 45 years?
Unfortunately, they won’t because the lifetime warranty was announced in 2001. In this year the base of the Le Creuset casseroles started being produced with an enamel finish. However, if it is in perfect condition you could always try!
https://www.theguardian.com/money/2017/mar/08/le-creuset-customer-service-guarantee
Waiting patiently. Sent my Dutch oven in and hoping for good results
This is the 2nd Le Crueset that has cracked on me, I initially blamed my husband for dropping it!
There were no sudden temperature changes, I am so disappointed, these are too expensive to be cracking after 1 years’ use!
Hi Sam,
Here I am 5 years after your original story and sadly my experience with Le Creuset was very different. I have owned 14 pots and pans for 40 years. I recently asked about the chipped enamel and wearing of the enamel on 5 pots and a crack by the handle of the 6th pot. I was told that I misused them and therefore they were not covered. Entirely untrue. I persisted with the discussion (all via email) and was eventually informed, after many questions that they would replace the one with the cracked handle.For the first six emails they would not provide me with examples of problems that were covered under warranty; I asked for examples because I could not imagine any other problems than chipping enamel, wearing away of enamel or cracks in the pots. Finally they said that the warranty had to be activated in the first few uses of the pots and that handles falling off and spidering of the enamel were the only examples they would provide. They of course offered a 50% discount on ONE new pot because that means they still have a sale. I no longer believe their lifetime warranty and would not recommend their purchase to anyone.Terribly misleading warranty.
I agree. I had terrible customer service and they were even snarky to me. My beautiful ocean colored sauté pan has chipped on the top and on the side. Was expecting a refund as easy as L.L. Bean. Boy was I wrong! I am not going to pay 30+ dollars for all the packing and the cost of shipping this pan back to them. I wouldn’t recommend buying a Le Creuset set based on the warranty to anyone. Lots of other wonderful brands out there just as good if not better.
Just to share my customer care experience which was just the opposite. I had a 1.5 year old pot that inexplicably chipped in three large chunks on the bottom while on my glass cooktop on low for two hours simmering chili. I had been assured that enameled cast iron pots were appropriate for glass cooktops and all their literature says it is safe and approved by Good Housekeeping. In the cracking of the pot, my $1200 glass cooktop cracked in half and quarter inch chunks We’re gauged into the burner – so the cooktop was demolished. I filed the warranty for the pot online at Le Creuset and heard back in a week by email – they asked for top/bottom/side photos of the damaged pot which I sent and I received my replacement new Dutch oven within two weeks. They instructed me to throw away the damaged pot as it was clearly unsafe. So (ruined cooktop aside!) they did stand by their pot warranty with very little inconvenience for me.
Hi,
Was it the bottom outer surface of your pot that was gouged or the inside surface? Mine had a chip on the inner surface that I thought was a stain. My le creuset caused my glass cooktop to shatter as well, and the enamel melted where the interior chip is. I’m sad and did not consider this to have been an overheat inxcdent. I wonder what criteria they use?
I am thinking of sending my own large cast iron skillet back to them. I have had it about 20 years. But I have always hand washed it and, although subject to high heat (its a skillet!), never any amount one would not expect a skillet to handle -I do it to cook my/our food, not burn it. The bottom of the pan shows spidering of the enamel coloring, some loss of color or ‘lightening’ and some corrosion around the bottom ring. But really, its a bit much and eventually that coloring is going to come off. -from deep, flame organge to a light orange. I am very suspicious that Creuset will honor its warranty.
But here’s the thing. They require that you send the monsterously heavy thing back to them -clearly, at least since the internet, this is solely as a disincentive. -Which is why I am writing.
There is no reason in the world, if they honestly want to honor their warranty that they cannot ask for sufficient high-quality pictures. They can learn everything with high definition pictures, except feel the pan and see whether it’s lost weight or something.
That’s funny, because they told me that the ‘spidering” was due to overheating, therefor misuse, therefore not covered. I also received the wonderful offer of a one time 50% off replacement. Disappointing.
I used 3 years and my pot bottom got blister hole … I request to get a new one which I’m not dare to use anymore since got blister hole .. pls get back to me ASAP
I just submitted my claim yesterday and received a reply today. They are giving me a one time courtesy replacement even though they claimed I overheated my Dutch oven to cause the crazing. I can assure you I never have, nor have I heated it up dry. I have vintage Cousances pots that are almost perfect that I use in the same way as the new pot (4 years old). They didn’t ask me to send mine in, just said they’d send me a new pit as soon as I replied that I had destroyed the old one. I hope I do receive a new pot, but honestly I’m hesitant to buy Le Creuset ever again.
I’m glad you had a happy ending! I would be nervous, too, sending such a major purchase off and not knowing what would happen.
I baked sourdough bread and the outside has discoloration.
I contacted service and wats told to táke it to nearest LC store. I advised I do t have one near I have not heard back
I have a beautiful Le Creuset red pot and it has a crack and rust and my husband says we should not cook with it. I got it 2 years ago as a gift. How do I get it replaced.? Please email me info.
Ugh, I have the same story, but I just received bad news today: they won’t replace it! I am devastated. By the way, that 75% coupon still makes it over $100 to replace. I am so angry. I treated mine so gently and only had it for one year. 🙁
Cracked dutch oven.
So glad you were able to get a replacement pot. I returned my Dutch oven I’ve lived with a crack through the pot for two years but after reading your post decided I should return it. Granted I’ve had the pot for 14 years but Le Creuset would not replace my pot. Now my cracked pot is no longer a part of my kitchen. I’m out $18.00 for shipping and have to come up with $90.00 to replace it. I’m not a happy cook with LeCreuset. So for anyone out there reading the original post the life time warranty isn’t what its cracked up to be.
I love my very old HUGE french oven. The inside finish is very rough and seems to me has become pourous. I want to send back for replacement under warranty but am afraid to part with my beloved pot which is over 40 years old. So I guess the answer will be a new pot replacement or a credit to purchase replacement.
My LeCreuset Dutch Oven 6.5 is rusting inside. I’m afraid to use it anymore I’ll call the company Anyone with the same problem?
Hi
Thanks for you report. I have the same pot in blue and have had it for 5 years – suddenly today notice 2 chips on the bottom. for no reason. Going to send it off like you did but I do not have the bill. Did you have the bill? thanks, Trish.
Hi Trish, I didn’t actually have proof of payment or a receipt, but they didn’t ask for that. (Another note, I purchased mine at an outlet, and that didn’t seem to matter either.)
I had the opposite experience. I bought the large round pot and used it only a handful of times when I found two chips at the bottom. I sent pictures to the company given that it was almost brand new and I knew there was lifetime warranty and they said that based on the pictures they can see I overheated the pot and the warranty would not apply. I don’t know what overheating means exactly but I was using it for normal cooking of soups and stews so I don’t know. My mom has had similar cast iron cookware from a much cheaper brand for over 30 years and it never ever cracked or chipped even though I’m sure that over this period of time, she must have done some so called overheating to it. So I’m extremely disappointed, I wouldn’t spent he premium for the Le Creuset brand again.
Our Creuset totally discolored in the bottom, even though we always took care to not overheat or use anything other than wooden spoons. It became difficult to wash so we decided to look for another product. Well didn’t we go to Costco and see a Kirkland equivalent (5.5 qt Made in France) for under $100 which we bought and have used for the last 5 years with no problems. In fact it still looks brand new. Now they no longer carry that item but have another product made in France for $99 online and it looks identical to Le Creuset. In my humble opinion Le Creuset is ridiculously overpriced, even in sale.
Did you have to ship it all the way to England? is there a US address for returns?
Nope! It was a US address.
I love cooking w
I love cooking with my lecreuset and have an extensive collection that I accumulated over a period of years. Part of the reason I was willing to spend the money was what seemed like an amazing warranty. I have never had a problem with a piece of cookware in my life and certainly was not expecting any with lecreuset. The cookware is cast iron and states it is guaranteed for 100 years. Well, I have had a Dutch oven lid crack while simmering on the stove. When I called customer service I was told lids were not covered. Their customer service rep informed me their warranty, which does not state anything about lids, does not cover them. First she tried to tell me they didn’t have my color anymore. When I told her any color would do and explained a Dutch oven loses most of its usefulness without a lid, she informed me they do not stock, nor do they cover lids. After much discussion and no small amount of aggravation, they replaced the lid. I then had a handle crack and fall off a frying pan. It appeared their was a flaw in the metal, looking at the way it broke. Fortunately it was not in my hand full of hot food at the time. I almost lifted it when it happened. Again, they insisted breakage was not considered a defect and not covered by warranty. I now have a pot with suspicious looking cracks in the enamel near the handle. I sent in photos first, since they already sound negative. Their stated and implied warranty do not represent their actual warranty and customer service.
Based on all the comments here I’m not buying Le Creuset ever, especially considering the prices they charge. For the Dutch oven I’ll get a Lodge. I hope those retards at Le Creuset eventually realize that poor customer support/warranty/returns will eventually damage their business.
You Would think but here it is 2018 and I am having terrible problems with their customer service and return policy. It makes their warranty basically useless why not go out just buy new pan. And why on earth is it chipping after you spent so much on it in the first place.
I just purchased a new LeCreuset dutch oven. I was so very excited to put it into use and have used it three times. After the second use I noticed the finish on the bottom exterior of the pot was coming off in places. After the third use, the inside bottom and sides of the pot where cracked and dark shadowing had appeared in numerous places. This was an expensive piece of cookware and I am really dismayed. I contacted LeCreuset who have taken my complaint but done nothing more. Well there is $300 down the drain. This disappointing little number was purchased just over a month ago
I was just getting ready to order a 7.25 LeCreuset for my daughter’s Christmas gift. After reading all the comments, I’m getting another brand! Going American made with decent warranty.
I agree with all the above comments and will never ever buy another Le Creuset cast iron COVERED WITH ENEMAL pot in my life again.
Did you send the lid with your pot?
Yes, I sent the whole pot back (with lid).
Help! I sent in my dutch oven because it chipped and they sent a replacement back but it is the 3.5 quart, not the 4.5 quart. I can’t believe I have to send this back again. Has this happened to anyone else?
A sliver of enamel on the inside rim of my not-very-old enamel pot lid has broken off and rust is visible. Is this repairable? Is their a food grade product that can be applied to stop the rust from spreading?
Thanks for advising.
Is there…(not their). ;-))
Yay! It worked beautifully! Thank you so much for your excellent posting! I was dejectedly about to throw away my 4 year old, size 26 Le Creuset Dutch oven in Lemongrass because of 3 spots on the bottom surface which had become worn down to the cast iron base. Some little inkling, the tiniest little light bulb went off: why not check the internet to see if anyone had my problem! You are my hero! Btw, Lemongrass was discontinued. I loved the look of your Mustard-colored pot, so I asked for & received a replacement in Mustard! Because of you, I knew to call Le Creuset to get an all-important reference number & I used that USPS box with a pre-determined price of @ $18. & I paid $3 more for $200 worth of insurance! Mailed on December 18 — in the heart of the holidays — & received today! February 4!!! Thank you! Merci beaucoup! I’m following you @ FB!
If your enamel chips off and exposes cast iron which you find rusts…wash the rust off carefully and season it with olive oil. Let the oil sit there and redo occasionally xxx
I have an old Dutch oven bottom, different brand, Copco, and the inside is full of crazing. Does anyone know if I can season it with olive oil and use it? Also, I only have the bottom (found this at goodwill) and planned on using it to braise some short ribs in the oven and cover it with foil.
or should I just use my crock pot, lol?
Hi Lisa,
From what I understand, you can’t really “season” coated ceramic. (The seasoning would work on the non-coated part, but doesn’t actually prevent ongoing chipping.) That said, if the crazing isn’t actually chipping, and you’ve used it for some time, it might be okay to use. You can definitely use tightly covered foil to braise though.
Sam
We had a positive experience with a return. Enamel had somehow chipped off our LC grill pan. The pan hadn’t been dropped, overheated or abused in any way. It had only been used two or three times. Chips had simply shot off from the handle and the rim. We found the pieces on the other side of the room! Le Creuset sent us a brand new one after an email to the company.
We’ve also been able to exchange a wok for a different pan after finding scratches on the glass lid, but this was directly at the store.
This is the letter I received from Creuset when I tried the very same thing:
Dear Brenda,
Thank you for your patience.
Le Creuset’s warranty does not cover damage from abuse, commercial use or other non-consumer use, neglect, normal wear and tear, overheating, or any use not in accordance with the cookware instructions provided with the utensil.
With that said, our assessment department regretfully declines this warranty request due to damage caused by overheating. The black satin enamel has been compromised in a way that is instantly recognisable. Medium and low heats will provide the best results for the majority of cooking, including frying and searing. High heats should never be used to pre-heat a pan before lowering the heat for cooking. Cast iron retains heat so well that if a pan/pot is overheated in this way it will contribute to poor cooking results, sticking and discolouration of cooking surfaces that can lead to chipping.
While our guarantee does not cover accidental misuse, we would still like to offer you a 40% discount off of the purchase of a new pan. If this offer is of interest to you, please let me know and I will send you the information and a return authorization form.
Kind Regards,
Sarah
After using my 4.5 quart Dutch Oven for over 20 years, I found a chip in the bottom a few weeks ago. I have always treated them well (not over heating ), usually stews etc in the oven and many times on the stove top. I read many posts on successes of replacement, but other failures. I was headed to South Carolina for a family vacation and realized we would be within an hour of LC of America. I called them and asked if I could come directly with my pot to save the shipping. I was enthusiastically encouraged to bring it in. I also asked if I could bring it to an outlet and was told that was fine too. I ultimately drove it to the headquarters in Early Branch, SC and was asked to fill out a form, I was asked how long I had owned it (I guessed at 15, but realized it was probably more like 20), was asked to pick a color and it was done. I was told I would see it within a couple of weeks. It could not have been easier and took 3 minutes. I own in the neighborhood of 6 different LC Dutch Ovens and pots of varying sizes and this was my first “defect” after 20-25 years of use. They replaced it without question. LC is fantastic to cook with and people should trust the warrantee if they treat their pots/dutch ovens as recommended.
Betsy, I’m so glad to hear you had a positive experience!
I had a Le Creuset cassole that got a hairline crack down the side. I called LC and they sent me a return address label and I got a new replacement pot & lid 3 weeks later. My mother always has LC as have I and this was the 1st time I’ve seen a problem with a pan and I was delighted with how easily & quickly Le Creuset replaced it. I love the pans, they are amazing for cooking stews & braised meats.
For those of you who were successful in obtaining a new pot due to enamel chipping off, can you please tell me what you told them in the email/explanation you sent? I want to do this only once and do it right! Please share your wisdom 🙂 thanks
hi, wondering if anyone replied to your post. I want to write to them about my pot with popping of enamel and want to word it perfectly- please let me know. thank you
Just curious about any experiences with a Le Cruset teapot…. the bottom now has a chipped place and the interior is a splotchy. Never used for anything except heating water on the stove! I’d like to return it.
I have a dutch oven size 26, has been a very good pot. It’s about 4-5 years old gets use quite a bit , the finish inside has stain brown have tried everything to remove staining, as one replied the finish is very porous. people freak out when they see pot clean and empty , stain is very ugly. Is this normal to have a stain inside pot, like i said the pot does get used alot, no storage of foods inside pot ever.
Just corrected the problem with my own. Use a one to three ratio of Tide (powder) detergent to water. Boil for about 6 to 7 minutes, (I stir it frequently) let it cool and then wash it out with normal dish washing liquid. It may also take a sponge with a SOFT scrubbing side and make a couple of passes over it but it work extremely well. Hope this helps….
My 5.5 qt pot was frequently used on a weekly basis. It developed a brown stain that didn’t come off after regular washing. After some time, it developed a porous surface that stuck to food. I sent the pot back less than three weeks ago and just received a new one today–so happy! Thanks for your post!
I just received notice that our cherry red braiser will be replaced by LC after the bottom enamel popped off, as some other have described happening. If it helps at all, I was careful to specify in my enclosed note that the pot had LIQUID in the bottom when the popping happened (for a braiser, I guess they want to hear this.) To be honest, I would usually heat oil and sautee mushrooms and onions etc before adding liquids, but when I called the CS rep she said ‘and did it have BROTH in the bottom’? So I just went with it. Anyhow, hope that helps.
Greetings from the north Le Creuset warriors!
Imagine my delight at finding this post after having just written up my own saga with an elderly 6.8L “French” oven in very dashing dark blue. My ordeal started a while back with the dreaded tiny chips but on Thanksgiving day progressed to full-blown enamel popping.
Wondering if anyone else in Canada has had good/bad experiences with the warranty process up here?
If anyone wants to follow my trail feel free to check out the posting. Sam, delete or edit the links at will. Just glad I’m not the first one down this path. Cheers!
Hi Mr Spork,
I’m also in Canada and after sending photos of the chipped enamel at the bottom of my French oven to Le Creuset, they replied with a long post about how to use the oven correctly (which I did not ask for). Then they offered me 75% another oven “as a courtesy”. They never actually came out and said “you misused your oven”, which incidentally I didn’t. It’s about 10 years old, and I used it for slow cooking stews, mostly. So, I asked them if they were, indeed, accusing me of misusing my oven and, if so, based on what evidence. No reply. I’m really unimpressed. I bought the oven because of the warranty. Never occurred to me they would not respect it. How did you fare?
Sorry to revive this but I had the exact same experience you did in Canada too.
I bought mine for only 2 years, and emailed them pictures and emailed more pictures only for them to tell me exactly the same thing they told you.
Seems like their “lifetime warranty” is only a ploy to get you to spend more money (considering their pots have a crazy mark up anyways
I am wondering if the Le Crueset Warranty applies to purchases made for used LC pots (e.g., from eBay). I do not have any of the receipts, but after using an older style LC pan (w/ long handles) for cooking pancakes, etc., the bottom is now chipping. Does the Warranty also apply to second-hand purchases of older styles? Has anyone tried to request a replacement under those conditions? Please share. Thank you for any information (I’ll inquire of LC directly too).
Does anybody have an address or phone # they can give me ? I bought aa French pressed coffee pot & the bottom exploded out’! Only used it 3 times’! I feel they sis should replays save it! Paid ant 75.00, thank u
Sam….This is about Le Creuset returns. Unfortunately for me, I have two pots I would hope they will replace. Anyway to send them or you a pix before they say NO or after they see pix they might say….send and maybe. Thanks.
I am not happy. I bought a Le Creuset pot (28cm). The manual states that it is possible to clean the pot in the dishwasher, but one should wait until the drying cycle is over. I did this end now my pot has several rusty spots.
Of course, Creuset refuses to exchange the pot. I stuck to the manual. I don’t appreciate having a rusty pot for this expensive price. 🙁
I have a 20cm pan that I have used every other day for the past 6 years. Yesterday, while cooking a poached egg, the bottom of the pan burst into flames. I discovered the entire bottom plate came away from the pan. I can’t see anyone here that has experienced this. I was just about to buy 2 more of their frypans. The price, along with the false assumption you are getting what you pay for, just annoys me no end. This would never happen to a cheaper pan that was made 40 years ago. does anyone know if they are hiding the fact they are MADE IN CHINA THESE DAYS? Looks like it. We bought Le crueset in Borneo-Malaysia last year and they were half the price of Australian shops. That tells me they are CHINESE, not European..
Over the years, I’ve picked up many genuine Le Creuset pieces at garage sales and such. Remember the orange ones from the 1960’s? Yup; got an entire set for twenty bucks. I tried to give them to my children when they got interested in serious cooking during their 20’s. “Dad! I could never use those in my kitchen: Yuk! Orange! And,they’re DIRTY”!!!!
So, I took ’em back. Even the slimy green ones.
They were pretty gross; but cooked perfectly!
Then, “self-cleaning” ovens came along. Since they were essentially “free”, I put my dirty (but otherwise perfect) Le Creuset pots in my new self-cleaning oven, crossed my fingers, closed my eyes, checked my fire insurance and stalked off for a weekend in the woods with only my beloved L.L. Bean Dutch Oven to bury in the coals.
As I suspected, not only was my oven clean, the Le Creuset pots and pans were perfect! Maybe you’ve noticed that most ovens are coated with the same kind of ceramic coating (frequently called “porcelain” used by Le Creuset. This coating is very similar to ceramic glazes used in pottery. It’s very durable. But, it’s not cast iron; and there’s the rub.
Cast iron (and every other material capable of withstanding high heat) expands (or in some rare and important cases contracts) when heated. Ditto the glaze or enamel used to coat our favorite pots. The tricky part of manufacturing these things, is to develop coatings that expand and contract in a way that enables them to remain “stuck” to each other during normal use. All it takes is one bad batch of coating, or a bunch of carelessly cast pots or lids, and proper adhesion cannot be assured; let alone guaranteed.
Hairline cracks are par for the course in all but the most carefully engineered and manufactured pieces. Some colors work better than others…
So: China? Hold on. China INVENTED ceramic process!!! It’s not China. It’s trying to get by on the cheap. Won’t work. Cheap has never worked.
Anyhow, long comment. What’s to do? First, GO SLOW; heat your pots and pans gradually. Cool them off the same way. And, while it’s possible to use many over direct flame, it’ll generally get ’em sooner or later. The iron and glaze are perfectly capable of handling the heat; it’s just that except in the most wonderful of circumstances, iron and ceramic materials don’t (and can’t) expand and contract in the same way; certainly not over the long haul (read years and generations).
Frankly, I’m amazed Le Creuset backs the number of “problems” it does. Pretty good company, I think.
‘course now that my children have children, they want me to re-gift my now clean, but still ugly orange pots. Maybe orange is coming back (and mauve and landlady green…).
Sorry kids, I’m keeping them.
Besides, Le Creuset guarantees them forever!
I just found this post today and have posted two other comments. I love your post it give good insight to up keeping the cookware and btw I’ve purchased the flame and I love it. So I guess the answer is that orange has come back but with a red burst.
I returned a number 35 9.5 quart very old and dear oval French oven in 2013. I did get it replaced but I did pray and was very reluctant to give up my pot after so many years. But today three years later the replacement pot is cracked down the side both inside and out side. What has happened to quality? And I question if they replace with seconds. I do not misuse my pots. So I guess I will try to replace again.
I sent my Marseille blue oval 6.5 quart Dutch oven in for replacement at the end of October, and theee weeks later I received a brand new pot! I was thrilled, but questioned whether it was a second. There are pinhole marks in the interior of the pot along with blue pinhole dots of blue overspray. I called customer service right away, they said those were normal things that happen and do not affect the integrity of the pot. I don’t care, none of my other pots have ever had that. Customer service is kindly returning my replacement pot, and sending me another. Great customer service! I just wish this first one was perfect!!!
I know this is a really old thread, but I found it helpful so wanted to add my two cents. I bought a 12″ skillet new in October, and after a month and about four very careful uses, it developed a hairline crack near the handle. The crack went clear through the cast iron. I contacted their customer service to get a return authorization, paid $20 to send it back, and got a letter in the mail today saying that they inspected the pan and determined the crack was not due to manufacturing defect. They also “offered” to sell me a new skillet for $70. I would love to know how they determined that a cracked pan with no chipped enamel or broken handle was not a manufacturing defect.
I am sick. I bought Le Creuset because I thought I was investing in a product the company would stand behind. This was supposed to be a pan that would last many, many years in my kitchen. Instead, it turned out to be a $200 mistake. I will never again buy another piece of Le Creuset. I could have bought a cheap enameled skillet many times over for the price, and it probably would have lasted longer than a month.
I noticed that many of the Skillets are now being manufactured in Thailand and China. I will buy only the ovens manufactured in France.
I was going to purchase the 16 piece place setting but notice that they were made in China. I have scrapped that buy.
So odd that people don’t want to buy dinnerware made in China, the original home of fine china! There is absolutely nothing wrong with table settings made in China.
I purchased a 10 quart enameled stock pot 3 weeks ago. I used it twice and it developed an exterior chip on the bottom edge. I called Le Creuset to initiate a replacement but the customer service representative told me that they do not replace for an exterior chip. If I returned it they would issue me a 30% discount to re-purchase it. Outrageous! I am so disappointed and sad and I shall never buy Le Creuset again.
I am really scared after reading all of your posts. I’ve been saving up to purchase this line of cookware. My grands has had them for four decades and never said anything about returning any of them. So I’ve just purchased about $5k worth. I really hope I don’t have to go through this. So far the cookware is amazing. I have tried so many recipes and they have all turned out
If they do not replace WHY NOT CONTACT BETTER BUSINESS BUREAU. THIS IS NOT FAIR VTHESE PANS ARE VERY EXPENSIVE. THERE SHOULD NPBE NO PROBLEMS! I have a $300.00 one and if they d/n replace I am not going to STOP
From Max Toronto Canada 2017
We purchased entire set -Licorice Collection from Hudson’s Bay Canada (legit store). After 4 months occasional use for 2 people each pot had extensive cracks all over the place. I’m seasoned cook and never use overheating for anything.
Contacted Le Creuset customer service in Canada, and they replied with tips on general use and proclaimed no warranty could be applied as their Quality Assessment team has determined that pots were not treated gently ie. low-medium temperature only. Considering everything, price, customer service, ease of use, maintenance this is not worth it at all. Deeply regret and don’t recommend buying it.
Just another overpriced arrogant brand name with outdated customer service policies.
I was able to get a warranty replacement Le Creuset tea kettle that had started to form rust on the inside, where the spout connects to the pot. The whole thing took about 3 weeks, but I’ve been happily using the new tea pot ever since!
So I had the hairline cracks in my 5 year old Dutch oven (that I got at the outlet store on Black Friday). I called and explained what the issue was and they told me to return it. I tracked it today and confirmed it had arrived and was told that a letter was sent stating that it had been overheated and I could purchase a new unit for $125.00. I was pretty ticked off since I am SUPER careful with all of my cookware…I buy nice stuff and take very good care of it. I knew I didn’t “overheat” my pot. I told her to send me mine back and I would just use it as is. She told me they don’t keep them so it could not be returned. I explained how frustrated I was with this outcome and she said she would send me a replacement this one time as a courtesy. So maybe they are working on their customer service a bit. I think their customer service is pretty good from my experience.
I returned an almost 50 year old 5 qt enamel cast iron dutch oven because it does not sit flat on my new smooth glass top cooktop. They sent me a replacement, but its a smaller size and I am hoping they will exchange it for a comparable size. So far customer service has been excellent.
Well, is my face red! Finally reached customer service and it turns out I sent Le Creuset a 3.5 qt and that is what I got as a replacement. Their customer service, in my opinion has been excellent. It was all my mistake. The main point is they honored their warranty on a dutch oven that was bought in 1972! That is remarkable to me.
Did you have any original packaging from the pot? I just got a bunch of pots for my bridal shower and don’t know if there are any unique identifiying numbers I should hold on to before throwing out the boxes! Thanks
Thanks for your post, I have about 10 pieces of Le Crueset, mostly dutch ovens. I absolutely love cooking with them. My favorite dutch oven was a 9 quart in a discontinued dark blue color. It had a slight Crack on the outside for years that went half way down from the lip. One day I noticed the Crack from the inside. I have no idea if the pot was dropped by someone else or if it was a flaw. I was really torn on what to do and so I started reading about warranties online. After reading your post I called Le Crueset and got a warranty number and sent it off. It was really hard to do because I felt like I was losing a great friend and it was still working fine. My shipping cost was about $50 because of the weight and I’m in California. When I received a notification that the warranty wouldn’t cover it I was bummed out about it, but I understood. I was going to pay the 25% and get a new dutch oven but a few days later I happened to be by, a Le Crueset outlet store. After hearing my story, they told me that they were surprised that they hadn’t covered it under full warranty and that I should call them and talk to them about it. When I called, the lady I talked to was super nice and shipped me a new one under full warranty in the beautiful Marseille color. The big handles and larger lid handle have really helped me to get over losing my old friend. Hopefully I will live good enough so we will be reunited in the next life.
I have had a red 5.5 qt. Dutch oven that was on my stove for years, and I used it all the time. I accidentally burnt something, and washed it with dish soap, water, and used a plastic scrubber. The enamel dulled and pitted. I contacted them and they opened a case on May 29, 2017. In July, they said that they would replace my pot but the color they mentioned(Merseille) was incorrect. I reminded them that I needed it in Cerise. I received a box from Le Creuset on 10/16 and in it was a 5.5 qt Dutch oven in Merseille. I got a return label, sent it back, and am still waiting. Every time I contact them, it’s another 5-10 business days. It’s very frustrating. What good is a lifetime warranty if it takes 3 months to be made whole?
I have a LC dutch oven that I shipped which was returned to me cracked all the way through the side. There is no visible dent or ding, just this big old crack. Almost looks like a stress fracture! I’m wondering if this is something they would cover under the warranty? Anyone have any experience with this? Thanks!
I have the same but the 15.5qt cost me my mortgage lol I just got an rma but worried about sending it back because it’s so pricey to send.
Here’s an updated link to the warranty info:
https://www.lecreuset.com/warranty#ci-warrantynotcover
Thank you, Patricia!
I cannot thank you enough for this post. I had a very similar problem with my 7 1/4qt Dutch oven and I would never have thought to try and return it under warranty. I had s great customer service experience and my replacement pot is in my kitchen waiting to make its first pot of soup. Thank you!
Huzzah! So glad to hear it. Happy soup making!
I contacted LC a few years ago about a saucepan lid which had developed a crack- not from abuse, it just happened. I got absolutely NO response. I have about 7 pieces of Le Creuset but I have switched to All-Clad because of the total lack of interest on the part of Le Creuset’s customer service. They are pretty, though.
We’re all about to conclude 2017 and in a sort of continuum of slippery sloped Customer Service–well anyway, I was boiling parsnips and carrots to puree them for the New Year’s Eve dinner. Adhering always to the recommended flame level and noticed when washing the pot, there is a vertical through-and-through crack extending from the lip of the pot below the handle. I bought this red double handled pot in 2008 and use it infrequently.
I’ve read through the entire volley of informative entries and feel a little pessimistic about the responsiveness of the QA Department.
Tuesday I will phone Le Creuset to begin the chase, who knows? Maybe I’ll be lucky as it seems to be the luck of the draw. Pity us, we’re only the customers, who will photo, copy, cut/paste, USPS, wrap, insure and wait–. Any ideas for me?
We just purchased a 29 cm LC Dutch oven just after Christmas. We have used it twice and LOVE it but the inside and lid have defects. I have contacted the shop where we purchased it and am awaiting a response.
The uncertainty of their customer support has convinced me not to buy Le Creuset anymore. Surely there is high quality competitor that has good customer service. Le Creuset should learn 2 words, “Customer Service.”
I just returned my Le Creuset dutch oven because of chipping enamel on the inside. I sent it back Priority Mail from my NYC post office on May 4 and received my brand new one on May 14! Amazing!
I just sent away a cast iron frying pan for warranty. Used it a couple times and the bottom warped. Still usable, but was incredibly obnoxious. I emailed them a few pictures including one with a straight edge held up to the bottom, to show the warping. They sent me a pre-paid shipping label and told me my replacement would ship out as soon as the original got there.
I’m located in Canada though. Perhaps who you get on the other end he’ll s?
I kept my mother-in-law’s after she passed away and I have to say I never knew you had to use it a certain way so it wouldn’t get ruined. I truly have abused it,
it seems. To tell you the truth I didn’t even know it was a Le Cruset. The bottom was blackened from so much use, I finally cleaned the bottom and I found a made in France with a number 27 in the middle. It has on the lid Cousances but Le Cruset was not written in the dutch oven anywhere.
Does anyone know how old it would be?
By the way, it still performs wonderfully, even with all my abuse, and there are no chips to be had anywhere. Knock on wood. 🙂
Thank you! Maybe I would’ve figured it out myself, but your post gave me the exact information I needed. I called and got the RMA, shipped it in at my expense, a few weeks passed and I haven’t heard anything. Till today, when UPS emailed me the tracking number, I have a 14-pound shipment coming from Le Creuset!
I included a handwritten letter saying how much I loved it and, when I bought it, I could barely afford it. And that I had followed their care instructions, as far as I knew.
Mine had a couple small chips in the bottom, and the enamel had quite a few hairline scratches. I was fully prepared that they’d say “Sorry, you abused it, but here’s a coupon.” Which would’ve been ok too, considering it was 16 years old.
I had a Le Creuset kettle that is also supposed to have a lifetime warranty. I followed the instructions in the booklet I received with the kettle and sent it to their US customer service center. The package was sent with tracking and received by Le Creuset on 7/27. I still hadn’t heard anything from them by the beginning of October, so I called to follow up. The person on the phone was borderline rude, didn’t have any idea what happened to my kettle and didn’t seem to have any customer service training. (For example, she asked for my email address, but didn’t even read it back to me. When I asked her to read it back, she had it wrong). I didn’t hear anything for several more days, so I followed up with an email. This morning I received an email from Le Creuset stating that they just received the kettle on 10/5! I replied to ask what happened between 7/27 when it was delivered to them and 10/5, but I don’t have a lot of confidence at this point. This is probably the most unprofessional customer service experience I’ve ever had.
Has anyone tried appealing a customer service denial with the French company itself? You might need to find a French speaker, but it seems like the American customer service is somewhat arbitrary. I’ve never had an issue (knock on cast iron), but I wonder if that could help.
I was so excited to get my first large Dutch oven only to take it out of the box and find an area on the handle where it was obviously hit or dropped prior to shipping. I first noticed a crack in the handle and when I turned it over there’s a large area where the enamel is completely chipped away and the crack in the actual cast iron exposed. I’m so bummed, and now finding this feed I’m rethinking this expensive purchase. Hoping for a quick hassle free replacement!
Oh no! This should definitely justify an immediate replacement.
Amanda, please let me know how yours worked out as I had the exact experience. My story below and the outcome has not made me happy.
This is an update to my last reply. I forwarded all documents to Le Creuset Canada. They basically accused me of dropping my brand new goose pot. They offered me a courtesy 50% discount on a new goose pot. It will take me years to save for a new one and in the meantime, I am out a goose pot and a lot of money. Also, I left a review of their service on the website and they deleted it.
Hmm, I was going to purchase a larger one than the one that I have, but maybe the quality has suffered over the years.
Mine is 43 years old and used and abused like you wouldn’t believe anyet is still rock solid and performing beautifully.
This was a wedding gift in 1976.
I can agree about the comments on the quality suffering as some pieces are now made in China and not France. Also the warranty in Canada is different. Here is my sad story. I saved and saved and was finally able to buy the beloved Goose Pot. I bought it on November 30. Bought it home and stored it in the basement in the original box. On Easter Sunday I brought up my box only to discover a huge crack in the side and handle rendering it useless. I took pictures and e-mailed Le Creuset Canada only to be told that damage like that was from thermal use or dropping it. Let’s see. The sticker was still on the pot which proved that I did not use it and thermal abuse could be ruled out. Secondly, I bought the pot, carried it from the store to the car, from the car to the basement. If I had dropped it anywhere along the way, with a pot that big and heavy, the box would have gotten damaged along with my floor. My mistake was lot looking at the pot completely in the store. We just took out the lid to ensure that it was the correct color and not the rest of the pot. Le Creuset offered me a 50% discount to purchase a new pot. It took me 5 years to save for that pot and will take me another 5 or more years to save up to replace a pot that I haven’t even used. And the discount needs to be used within months. Needless to say, I just wasted a whole lot of money. I will really have to look at Staub or Henry Emile.
On my wife’s 15 year old dutch oven the enamel on the bottom developed a small crack. Naturally she then refrained using it. Several times I insisted in throwing it away but she instead stored her ””’beloved” pot in its usually place.
A couple of months later I noticed the Consumer’s Report article (Oct. 2019). They highly recommended it though it is about $400.00. They mentioned that Le Creuset pots has a lifetime warranty. They are sending a brand new one. Thank you Consumer’s Report and Le Creuset!
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Thanks for your story, appreciate it. It’s been so challenging for me as it’s not been a good experience with their warranty team.
Customer service team wasn’t very helpful which is a surprise given the price tag of the product. They didn’t listen to feedback. They weren’t clear about the warranty process and what to expect. They aren’t taking calls at the moment and everything is done through email. When I was able to speak to their Manager, he didn’t listen to my feedback. He just went on and on about their process without listening to his customer. When he asked me what I would like to do, I told him and he repeated his process without making the customer experience better. There are some privacy concerns for customer info. Ie. If customers don’t want to give their address through the website and email, what are the options? He didn’t give me any solutions and just kept offering his opinion of the situation which is irrelevant. He also didn’t give me any other options and said that he was the only person that I could talk to.
In light of current circumstances, I would hope that they would be more empathetic.
I’ve had my 71/4 qrt dutch oven for about 3 yrs, noticed a crack in the handle, submitted a claim using their form, accompanied by the required photos. Yesterday I called to find the status, waited a very long time but got to talk to a very helpful woman who told me that she would ship a replacement pot. She did not want my damaged pot. Problem easily solved by a very helpful customer service person.
So disappointing that LeCreuset customer service has become like and insurance company, unless you’re lucky, they just deny your claim! I have a cast iron pan (I own several pieces), which is peeling away. They said they only cover initial manufacturers visible defects, no longer product use defects!!! I asked them to explain why they thought their cast iron pan was burned or overheated… no explanation possible, saying that isn’t a manufacturer’s defect, offering 50% off which is insulting given this pan was not overheated. My local kitchen specialty store said “We’ve never seen that, it isn’t burning, it’s a defective product!” Yet LeCreuset without effort is brushing off my claim. Stay AWAY! I heard from my work colleagues in France that LeCreuset isn’t what they used to be, they are preferring Staub now.
Yep- I’m Staub now too because of these Le Creuset product failure issues and the hassle of warranty coverage….
Le Creuset customer service is not as good as it was in 2013. I just contacted them for similar damage. I was offered to buy a new pot with 50% discount. I was told that the damage was a typical result of high heat, which made me very angry because I own many Le Creuset and other brands cast iron pots and I certainly know how to cook with cast iron pots. Now I am discovering great products of other brands.
This seems to be a common issue, same for me! Frustrating and insulting, definitely should make this more public to protect other consumers from LeCreuset’s defective products and deceitful warranty claims.
Perhaps this warrants a class action law!
Sorry monetizing spammers not wlce on this site
Thanks, Peter 🙂 Reminded me to update my spam filter!
I heard about the warranty and sent an email about our 24year old Dutch oven with a stained interior.
They asked for photos and are sending us a brand new replacement in our choice of color.
I’m amazed.
Ah fantastic! I’m glad to hear it! Seems like it’s been inconsistent over the past few years, always like hearing that they are coming back to great service!