Faulty frying pan from Prestige, contacted repeatedly since November and no response

berrybum

I bought a pan set directly from Prestige and despite being ultra careful with the non stick frying pan (handwashing etc) the surface has come off after only a couple of months and is now unusable as flakes off.  I raised a complaint with Prestige in November and chased for weeks to get any form of response, they asked for photos which I supplied twice but now another three weeks has passed with no reply.  I have sent them messages on social media, they promised to look into it, they haven't.  Not sure where to go from here.  Looking on their facebook page I'm not alone and their customer service is terrible.  I looked for them on Resolver but they're not listed on there yet (I've requested to see if they can be added).

Thanks!

JJ_Egan

LBA  letter before action/ claim may shake them up . Google for templates .

MattMattMattUK

Has it happened to all of the pans or just one? How much was the pan? When did you buy it? How did you pay?

Did you use it at very high temperatures (above 220c)? Did you use only silicone implements? Did you use only non-scratch cleaning pads/cloths?

Many companies are being very slow at the moment due to Covid impacting work, although I do admit it is a bit shoddy not having responded since November, with Christmas in the middle, November being Lockdown 2 and now in Lockdown 3 I can somewhat understand how it could have happened.

berrybum

MattMattMattUK said:

Has it happened to all of the pans or just one? How much was the pan? When did you buy it? How did you pay?

Did you use it at very high temperatures (above 220c)? Did you use only silicone implements? Did you use only non-scratch cleaning pads/cloths?

Many companies are being very slow at the moment due to Covid impacting work, although I do admit it is a bit shoddy not having responded since November, with Christmas in the middle, November being Lockdown 2 and now in Lockdown 3 I can somewhat understand how it could have happened.

Thanks for the replies.  No didn't use it at very high temperatures, used silicone implements and soft cloth to wash.  Just the one pan but this was the only non stick one.  I bought it direct from Prestige as part of the set, I think it was around £70 but its the principle really they're meant to have a lifetime guarantee.  It seems like there are a fair few people in the same position with faulty pans kept waiting and waiting for a reply.

MattMattMattUK

The reason I asked when is that if it was within six months you consumer rights would be much easier to enforce than if it was more than six months, if under six months they have to prove there was not a fault, where as over six months you have to improve the defect was inherent. 

I think unfortunately you might just have to keep pushing/wait, hopefully they will pull their finger out soon enough. 

berrybum

MattMattMattUK said:

The reason I asked when is that if it was within six months you consumer rights would be much easier to enforce than if it was more than six months, if under six months they have to prove there was not a fault, where as over six months you have to improve the defect was inherent. 

I think unfortunately you might just have to keep pushing/wait, hopefully they will pull their finger out soon enough. 

Ahh thanks.  I ordered on the 13th of May 2020 (delivery was 2-5 days but not sure exactly when I received it).  I first complained on the 11th November so within six months? (Took me a while to get around to complaining)