ComplaintsforCorelle Brands

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am writing to file a complaint against Instant Brands concerning a defective Pyrex dish and the subsequent handling of my grievance by their customer service team.On 12/17/2023, I used a 3qt Pyrex dish, purchased from ******* on 12/16/2023, in accordance with all safety, use, and care instructions provided by the manufacturer. Despite adhering to these guidelines, the dish shattered in my oven at a temperature of 400F, causing a significant safety hazard, extensive property cleanup, loss of the meal being prepared, and additional expenses for a replacement meal.I contacted company's customer service and detailed the incident. I was initially offered a $60 store credit, which I contested as it did not cover the full extent of my losses. After further correspondence, they increased the offer to a $125 credit via a Tango rewards card. However, this amount still falls short of covering the costs incurred, which include the price of the dish, the ruined meal, the expense of an emergency replacement meal, and substantial cleanup efforts. My total losses amount to approximately $295.98.I am concerned not only about the financial loss but also about the safety risk posed by the product. The unexpected shattering of the dish could have led to serious injury. The response from the customer service has been disappointing, as they have not acknowledged the severity of the incident or the full range of its implications.I still possess a large piece of the shattered dish, which I am willing to submit for examination if that would aid in reassessing my claim. I believe this could provide valuable insight into the potential defectiveness of the product.I am seeking a fair and adequate compensation for the damages incurred and for Instant Brands to address the potential safety hazards of their product. Your assistance in this matter would be greatly appreciated.Sincerely,***************************

  Business response

  01/24/2024

  Instant Brands remains committed to the safety and satisfaction of our customers. All our products are safe for household use and meet all applicable industry standards. We are pleased to review the matter further in hopes of coming to a satisfactory resolution and have reached out to the consumer to arrange a time to discuss further.

  Regards,

  *************************

  Associate Manager, Consumer Care

  Instant Brands LLC

  Customer response

  01/25/2024

   
  Complaint: 21122075
  
  Dear  BBB Representative,
  

  
  
  I hope this email finds you well. I am writing to express my dissatisfaction with the response provided by Instant Brand in relation to my case. 
  
  I am rejecting this response because despite my efforts to communicate the urgency and immediate action I took in cleaning the kitchen due to the hazardous situation caused by the Pyrex dish explosion, the company continues to insist on proof of professional cleaning, which I personally undertook for the safety of my family.
  
  Given the exceptional circumstances and the absence of a reasonable alternative, the demand for documentation seems both unfair and unjustifiable. I appreciate the company's willingness to offer compensation (USD 125, check, or Tango rewards eGift card), but the insistence on a specific form of evidence poses a significant challenge in reaching a resolution.

  
  Here are the summary of costs:
  Pyrex Dish:
  Cost: $15.98
  Ingredients for the ruined  Meal : (estimate)
  Cost: $40
  Meal for 6 from Chick-fil-A:
  Cost: $90 (including delivery)
  Cleaning Expenses:
  Personal effort spent: Over 4 hours (estimate)
  Compensation sought: $150
  
  I kindly request further assistance from the BBB in addressing this matter. If additional information is needed from my end, please do let me know.
  
  Thank you for your attention to this issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently had a Pyrex lid fail on one of my containers. Instant Brands helpfully sent me the link (******************************************************************) where I can purchase a replacement. However, they want to charge $6.99 in shipping for a $4.00 replacement part. Even though I think Instant Brands should stand by the quality of their products, I was willing to pay the $4.00, but it's absurd that it would cost $6.99 to ship a single lid.

  Business response

  01/03/2024

  Hello *********,
  
  Thank you for reaching out. My name is ***** and I am a senior representative with Instant Brands. I'm sorry to hear about the experience you had with your lid.
  
  Although your lid is beyond it's 2 year limited warranty, we'll be sending a replacement as a one time goodwill gesture. Your replacement order will be processed shortly. You will receive an email with the shipping information once the order is ready to ship.
  
  Please discontinue using your product and discard it when your replacement is received. As most of our replacement products have labels adhered to them, be sure to check your replacement thoroughly, remove any labels, and wash your item with warm, soapy water before use.
  
  We appreciate your continued support of Instant Brands.
  
  Jacob-
  Instant Brands Customer Care
  **************
  **********************************
  Monday Friday: 10:00 am 4:00 pm EST

  Customer response

  01/04/2024

  Better Business Bureau:
  
  The business has gone above and beyond in resolving my complaint, and I am quite satisfied. Thank you!

  Sincerely,
  
  *****************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Vortex Pro airfryer stopped working. I contacted the company via the form on their website. They responded via email and requested video and a picture of sticker on product. I sent these. I was asked for more info which I also provided. There was a bit of back and forth and long story short, I asked if it was fixable, they said no. I asked for a replacement offered 40% coupon towards replacement product saying it was "in gratitude for my understanding."The item was on sale 40% off already and the coupon wasn't combinable with with the sale. If I used the coupon it was the same price as if I didn't. I emailed them this and they sent me another code for the same thing. I then took screenshots of my using and not using the coupon to show them this. This has been very frustrating. I just wanted the airfryer fixed or a replacement and with all the info they wanted I belived they were trying to help me. I have since seen online that this problem happens often with this type of airfryer and some people have been able to fix it themselves while it gets replaced for for others warranty or not. I tried sending my complaint to different departments and tried heading it to the attention of supervisor or escalation department, but always received replies from the same person thus far.

  Business response

  11/17/2023

  Dear BBB,

  Instant Brands is committed to customer satisfaction. Although the product is not covered under the one-year limited warranty, Instant Brands has processed a replacement order free of charge as a one-time gesture of goodwill.

  Sincerely,

  *************************

  Associate Manager, Consumer Care

  Instant Brands, LLC

  Customer response

  11/17/2023

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. #********. I have received an email from insta Brands saying that they have agreed to replace my airfryer, so I guess my case is resolved and can be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Instant Pot - Vortex Plus 10 Quart Air Fryer Oven - Black in June of 2023 and by September it would not turn on. I contacted Insta Brands and sent picture proof, they mailed a replacement however the new one they sent arrived extremely damaged with the handle completely off. Again, I contacted them with picture of the damages and that it was unusable. They have never responded to resolve the issue.

  Business response

  11/28/2023

  We have reviewed the complaint and support case with our team and have reached out to send a replacement to this customer. We want to get this resolved to their satisfaction and get them back to cooking. The replacement has already shipped and was expected to be delivered on October 27. It can be tracked via *** using the tracking number 1Z208Y600319913601 or via the following link:
   
  ****************************************************************************************************************
   
  Regards,
   
  Instant Brands Support

  Customer response

  11/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When we tried to cook it set on fire and started smoking and tripped the circuit breaker in the house.

  Business response

  09/18/2023

  Hello,

  Instant Brands worked directly with the consumer toward a resolution.

  The appliance in question was returned at our cost for review.

  A replacement appliance has been sent to the consumer per their request.

  Thanks,

  Instant Brands

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We received the new instapot in the mail yesterday.  Complaint has been resolved to our satisfaction 

   Thank you very much BBB.

  Sincerely,
  
  ***********************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I opened a case on June 23rd with Instant Brands after receiving an incorrect item. I was responded to, provided info requested, and never heard back again after another attempt to request follow up. I opened another case with support again filing the same complaint to get the item replaced and still the vendor has been unable to resolve it timely. This item was a gift and is now not going to be received in time, when the vendor had plenty of time to resolve it almost a month ago. Im very unhappy with their quality of service and dont feel like they have met expectations of handling a dispute that was a mistake done on their part. I ordered a very specific plate set, and received the wrong one. Order #********

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #******** from ************************************** June - 6, 2023 I ordered two sets of dishes. only 1 box large enough for 1 box of dishes showed up.This was received Package #1:1Z1747530335063066 Corelle Kyoto Leaves 16-piece *************** ******* for 4 Item No: ******* UPC No: ************ Please do not remove following line:ref:_00DE0YMzT._5004W2ORydT:ref -------------This one was not received - but tracking shows same tracking number Package #1:1Z1747530335063066 Corelle *********************** 16-piece *************** ******* for 4 Item No: ******* UPC No: ************ There is no way two boxes of dishes would ever fit into the one box they sent. I was asked to wait **** BDays. No response to the last two communications to them at all.All I really want is the dishes I ordered, delivered to me intact.

  Business response

  07/19/2023

  Dear *****,
  
  My name is ************************* and I am a Manager in the ******************** her at Instant Brands. I appreciate you reaching out to us regarding your recent order, and after order, experience with us.
  
  I have reviewed your file and have made the arrangements to have your missing set of Corelle *********************** (*******) shipped to your attention. Your new order# is WS02045947 and should arrive by *** ground within the next 5-7 Business days. Although I will try to get it to you sooner.
  
  Additionally, to make up for some of the inconvenience you have experienced we have made arrangements for an additional 10% discount to be credited back to your order. You should see this credit within that 5-7 business day time frame.
  
  Again, we appreciate the time and attention you have given to this matter and hope that you will enjoy many years of use from your new Corelle dinnerware.
  
  Sincerely,
  
  ****** Manual
  ******************** Associate Manager
  Instant Brands, LLC

  Customer response

  07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased an Instapot from the manufacturer's website Instanthome.com. I was offered free shipping for the $91 item only if I added $10 of extra goods. I accepted, because the price on Amazon with free shipping included was higher. After I clicked my exact acceptance of this offer, they added extra shipping of $60, charged my card, and started the sale. Despite many calls before it shipped and many promises it wouldn't ship, they sent it anyway and charged me the full extra shipping cost. Shipping is extremely important, as I live in ****** and shipping costs are too high unless you get free shipping. I use Amazon and haven't spent money for shipping in many years. I spent 30 hours over the next weeks contacting them and, eventually, getting assurances my order was cancelled. Instead, they shipped it, I couldn't get any chargeback because I used a debit card, and they never refunded any of my money even after I refused delivery and they took the product back. In addition to the actual money stolen from me in this fraud, their customer service was deliberately designed to further the fraud by covering it up. I made many phone calls where they hung up on me after over 1 hour on hold. Whenever I got thru, they lied and said it was cancelled. Even the one email I got from them lied because they already knew it was returned. This is horrendous conduct and cost me consequential damages. I'm disabled. I don't have more than a few hours each week that I can do any kind of work. This scam stole months of productivity from me. They even claimed they refunded my shipping costs, but they never did. They got their product back but never refunded me the initial payment. They are thieves. Please find someone at their company who is not a thief and ask them to restore me to the condition I was in before I got suckered into dealing with them. They should have many, many complaints I left on their website. Please obtain them.

  Business response

  06/19/2023

  According to our records, the consumer has been refunded in full. However, customer satisfaction is of the utmost importance to us and weve requested they provide an appropriate time for us to call to discuss this situation futher.

  Customer response

  06/19/2023

   
  Complaint: 20161309
  
  I am rejecting this response because: THERE HAS BEEN NO REFUND.  IF THERE IS A REAL REFUND, WHY NOT PROVIDE THE DATES,  TIMES, AND AMOUNTS OF REFUNDS INSTEAD OF WASTING TIME WITH TELEPHONE CALLS THAT WON'T PROVIDE ANY DOCUMENTARY EVIDENCE.  IF THEY MADE A REFUND THAT I DON'T KNOW ABOUT, WHY DID THEY, AGAIN, KEEP IT SECRET AND NOT REVEAL THIS SECRET EVIDENCE HERE.  THAT WOULD BE MUCH EASIER THAN TRYING TO ARRANGE A PHONE CALL WHERE NOTHING CAN BE PROVIDED.  IF THEY HAVE TIME TO FILE FOR CHAPTER 11 BANKRUPTCY PROTECTION, THEY HAVE TIME TO CLEAR UP THIS DEBT AND PROVE WHY I WASN'T INCLUDED AS A CREDITOR.  
  
  *******************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an Instant *** coffee maker almost, but not quite, a year ago. It is leaking water out of the bottom of it now. I have reached out to Instant Brands support (Case #********) and provided them all of the information they requested, but it appears they have ghosted me. I have followed up multiple times and they do not respond to my messages.

  Business response

  05/22/2023

  Hello BBB,
  
  We have reviewed the complaint and support case with our team. We will be reaching out to send a replacement to this customer. We would like to resolve this matter to their satisfaction. The replacement has arrived on 05/16 and they are back to brewing.
  
  Regards,
  
  Instant Brands Support

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a set of CorningWare French White 10-piece Round Bakeware Set and it arrived broken. The pieces resulted in broken shards of ceramic in the box, which can be hazardous to the consumer. Upon arrival, I immediately reached out to customer service team for a resolution as the set was initial ordered as a Christmas gift. In the last 3 weeks, there has been no resolution. Timeline of events: - 11/22/2022: Placed order. - 11/29/2022: Order shipped. - 12/03/2022: Order arrived as damaged. - 12/03/2022: Email sent to customer service with with photos attached of the damaged items. - 12/08/2022: Email received from customer service asking for photos. - 12/08/2022: Email sent to customer service AGAIN with photos of damaged items. - 12/12/2022: Follow-up email sent to customer service inquiring for update. - 12/19/2022: Another follow-up email sent to customer service inquiring for an update and resolution. As of today 01/13/2023, I have not heard back from customer service, and it has been over 30 days from the original date of inquiry with no productive response. The customer service is non-existent for this company after shipping damaged items. I am only asking for a replacement to be sent considering the first item I already paid for is damaged.

  Business response

  01/26/2023

  Dear ***,
  
  Thank you for reaching out to us through the Better Business Bureau. We regret to hear of the difficulties you experienced with your order and with reaching our *************************
  
  From reviewing your file it looks like ***** and you have been in contact and replacements for your broken items are being sent. I have been advised that they are being overpacked to ensure that they arrive in good condition. However, if any additional issue should occur, please reach out to ***** for further assistance. He will be happy to assist.
  
  We want to assure you that we value you as an Instant Brands consumer. Especially of our CorningWare brand. And we hope that you enjoy many years of use from your CorningWare French White ********* set.
  
  Regards,

  
  *************************
  Associate Manager Housewares Consumer Care
  Instant Brands

  Customer response

  01/26/2023

  Complaint: 18806334

  
  

  I am rejecting this response because:

  
  

  What I had asked is to have the entire set replaced. I would like to gift the entire set, but customer service only offered 2 options and refuses to replace the entire set.

  
  

  
  

  Option 1 was to only replace the broken pieces. This option will require me to dig out the broken pieces from the box and repack the box myself to gift. This is a safety hazard. It's ridiculous for a company to suggest this.

  
  

  Option 2 was to ship the package back for a refund and place a new order. I would have to find and pay for a shipping box, pay for the label, and make a trip to the post office THEN wait WEEKs for the refund to process, and also place a new order myself.

  
  

  
  

  I accepted what ***** offered through email because I am sick of waiting weeks for a response only to get responses without real resolution. I asked for one thing: send a replacement set and I did not get it. 

  
  

  Sincerely,

  
  

  *******

  Business response

  05/02/2024

  Dear Yin,

  We thank you for your patience while we resolved this issue for you.

  After reviewing your file with us we were able to determine that a replacement order for the broken item was shipped to you on January 30, 2023 by *** 2-Day Air. Since that day there are no additional records of contact which leads us to believe that you received your product in good condition. We hope this is the situation.

  We hope this information is helpful. If we can be of further assistance please let us know.

  Sincerely,

  *************************

  Customer response

  05/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩