ProCook - big thumbs up for customer service!

EmmyLou30

Always nice to have a positive thing to post about a company in a time when most companies don't care once they have your money (I'm looking at you Oak Furnitureland!!).

We bought a 5 piece knife block set in ProCook in 2010 with a 25 year guarantee. I always keep receipts and that sort of thing so no problem proving they were within the warranty period. I recently had the vegetable knife handle snap in half (I was only cutting soft cheese). Thankfully no injury as the sharp metal was contained inside a rubber grip.

So we took the set back to the shop and because they no longer do that range and none of the current range's vegetable knife fitted in our old knife block they replaced the whole lot with an equivalent set! I've no doubt if it had fitted they would have just replaced the one broken knife, but still, when it didn't they did the decent thing so we still have a matching set. So full marks to ProCook for great customer service (and unlike most warranty replacements from other manufacturers, the 25 guarantee period on the new set starts afresh as well as if we'd bought a new set).

My parents have returned a saucepan under warranty as well and received great customer service. Shame other companies can't see the benefit of this as you do tend to tell your friends (and the whole internet!) about your experiences.

reehsetin

Only started using them the last couple of years and they've been fab, one of our pizza trays became unlevel and they swapped it without an issue, now one of my favorite shops. Last time we went they even had the tech to enter our email address to send us a our receipt and register the warranty for the product.

EmmyLou30

We did the same, got the receipt to my email address detailing each item we'd bought and the warranty period stated next to each item. Shame they pretend to have 50% off all the time when that's just their standard pricing - it's good stuff at sensible prices, it doesn't need gimmicks like that.

rogerex

I ordered a set of saucepans, and they called for me for security checks ( fair enough)... Started asking question about name, delivery address etc, then the number on the back of the card which I was not willing to give as the call was from a withheld number. So the order couldn't be completed. Then I called in and they couldn't authorize the order as the name on the order was different from the name on the card ( we used my wife's card) which is very strange as I've ordered many things this way and vice versa, so I cancelled the order and asked for a refund.

Then I ordered again using my details and my card as requested. Received a confirmation email that the order will be delivered to a DPD collection point as requested. I went to collect it and it wasn't there... Then I receive a confirmation that it was being returned and a refund would be processed!! even though I never asked for a refund on the new order! Sheer incompetence if you ask me.

I shall be taking my business elsewhere