I am not happy with customer service recently and after numerous emails back and forth they have concluded that even though they sent me the wrong pan to replace my frying pan and said they made an exception for me because my original frying pan was no longer covered by the warranty, that they will not send me the right frying pan. My original frying pan that was warped was a heritage Artisan Frying pan that had a lifetime warranty against warping. I still have the original packaging from this frying pan that clearly states “lifetime warranty against warping” and I sent them a picture showing this so for them to say that it was no longer covered under warranty is false advertising. They then said that where a product is DISCONTINUED or OUT OF STOCK, they (customer service) will replace with an equivalent item in material and size that is as close as possible to the original item, at the discretion of customer service. The Rock by starfrit "one pot" that they sent me is nothing like the FRYING pan I had that WARPED under WARRANTY. The Rock One Pot has deep sides for stirring and is useless for sliding eggs onto a plate because it is not curved like a frying pan. I asked them to replace my FRYING pan with another frying pan and I would send the other one back to them at their expense and they refused to do this. Their website shows The Rock Classic 12.5" (32cm) Fry Pan with no lid and with a helper handle which is similar to what I had and they said as a goodwill gesture they would give me a special promo code of 30% discount to purchase a different pan so why can they not send that to me as my WARRANTY replacement?? All I wanted was a warranty replacement frying pan that I can fry eggs in, similar to what I had before. I do not think that is too much to ask for. This is a multi billion dollar company that does not care about honoring their warranty with a like for like replacement. I would give them zero stars if I could.
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