greenpan.be

Poor product, invalid claims, safety concerns, worthless warranty

This is a review for the product and customer service from GreenPan (UK), but this is relevant for Burton McCall (who are the distributor behind the website) and GreenPan Belgium who are the manufacturer.I purchased a Venice Pro Evershine set in May 2024 directly from the UK website of GreenPan UK. GreenPan is one of the few manufacturers that state that its pans are PFAs free and this was the main appeal for myself as well. The set has been since discontinued however it is still(September 2025) available to purchase from Amazon and the US website, so marketing material is still available online. Some other sites also have some information on this despite showing items out of stock. The collection is advertised as metal utensil safe and all Thermolon coated pans such as this one comes with a 2-year warranty for the coating.After a few months of use (and without using any metal utensils and being extra careful with cleaning etc as the pans were used for baby food preparation) the coating started chipping in some places. In late August 2025, I put an enquiry through the website I had bought the pans from. I received a response from an email address from Burton McCall customer services who in June 2024 took over full distribution of GreenPan UK.After sending the receipts and photos of the issue, I initially received generic information on chipping, on how to prevent it and on how the coating adheres to the surface. When I replied, clarifying and stating that I would like to claim under the warranty, my claim was accepted and I was told which collection the replacements would be from, as the Venice collection had been discontinued. Because there were not equivalent sizes, I suggested 2 pans from one collection and one from another. They confirmed that they had ordered the pans (from one collection) and “that they would be with me in 2-3 working days”. After exchanges of multiple emails stemming from the fact that one of pans was not a like-for-like replacement, Burton McCall went back on their decision to replace the pans. The reason was the material of the “body” of the pans (explanation follows). I have included below direct quotes from the correspondence.It became clear that Burton McCall did not know what the material of the body was for the pans I own. It turns out the reason they would replace the pans was because they “were under the impression that this collection was made with Aluminium”, that “The coating doesn't just chip on it's (sic) own. It is very tough.” And “Chipping is seen as wear and tear but we are instructed to replace if the pans are made of aluminium under the coating as there is a slight possibility that food could come into contact with the aluminium. Stainless Steel, on the other hand, is perfectly food safe.“Some of the online material (which they had seen from the early days in our correspondence but appears they did not examine) stated stainless steel as the manufacturing material although there was conflicting information also therein.After me pressing on finding out what the material was, they claimed to have confirmed with GreenPan Belgium that it was stainless steel and my claim was essentially rejected. Here is what they confirmed“They (i.e GreenPan Belgium) know that these pans can chip at any time but only as a result of mis-use, ie. inappropriate storage of the pans or the wrong utensils used. Your pans are perfectly safe to use. The damage you have shown in your images is extremely slight. They should have years of use ahead of them.”Knowing that I had not used the “wrong utensils” or stored inappropriately, and in fact reading the recent Trustpilot reviews, it all leaves me thinking that these products are not fit for purpose, and the company is not willing to back up their claims with the warranty or be clear with consumers with a multitude of information that you can only find out repeatedly questioning customer services or forensically investigating online information.Overall, I have had an extremely disappointing experience with both the product and the customer service. The product claims are not valid, the warranty is worthless and the customer service falls short. What’s more, there are cases where it would be unsafe to consume food from some of the ranges from GreenPan when chipping is present, which is ironic because one of GreenPan’s selling points is that there are no nasties leaching into our food message. What a shame for a company that appears to be doing the right thing – all in theory.I should say for completeness that I was offered a 20% discount to use to purchase new pans, which needless to say, I will not be using.

Date of experience: Sep 09, 2025