MADE IN FOR THE WIN

Made In cookware made it to my house in a roundabout way.

When I called customer service there was nothing roundabout about it.

I was left wishing every exchange could be so welcoming.

Here’s how it went:

Hello Made In,

I have purchased Made In cookware and silverware.

My pans are experiencing chips with careful use and following the directions on your website.

What solutions are available for chipped cookware?

Thank you for your attention to this matter.

 

So far so good. I actually made an effort.

Like many a baby boomer couple we’ve been cooking with what’s been around, and it’s been around a while.

My wife was raised by an English woman, a home-ec teacher with a domestic science degree, which seems unfair.

Not only coming from a nation with manners and customs that have influenced the world, but an education on how to convey the importance of it all.

Our house has legacy cookware, as in ancient, and never had a thought about replacing anything.

The problem was a scratched up teflon pan, a ten incher that needed to go.

For a big surprise, and to show a husband with initiative, I bought a replacement pan along with a few others in a set from Costco thinking, ‘if it’s good enough for Gordon Ramsey.’

Well, it wasn’t good enough for us.

That’s when I learned one of us had been doing their research, not just listening to a sales pitch spiel.

 

Thanks for contacting Made In!

Our team has received your message and a Customer Experience team member will follow up within ​1–2 business days.

To help us get you the fastest resolution possible, please reply to this email with:

• Your order number
• Your current shipping address
• Any relevant photos or videos (if applicable)

Providing these details up front helps us jump straight into solving your issue.

We appreciate your patience and look forward to helping!

Hello Roselyn,

The pans are non stick small pan and large, 9″ and 13″.

 

Hello David,

Thank you for the confirmation.

 

Thanks Roselyn,

The pans I’m writing about are the 8″ and the 12″. (I measured the outside diameter.)

I store them on edge in a sliding pan organizer and wash them with soap and the sponge and pad combo cleaner.

We use them to saute vegetables and scramble eggs using a rubber or wooden spatula.

 

Hello David,

Thank you for the confirmation.

I have gone ahead and processed a no-cost warranty replacement of the 8″ and 12″ CeramiClad™ Non Stick Frying Pan with the new order number.

This replacement order will ship within the next 1-3 business days, and you will receive an email confirming your replacement order. When this order ships, you will receive an email with your tracking number, and your package should be delivered within 3-7 business days. In the meantime, you can check the order stats by visiting this link.

As for the current pan, feel free to keep, gift, donate, or recycle your current item as you choose.

To help your replacement stay in top shape for as long as possible, here are a few quick resources on proper care for our CeramiClad™ and ProCoat lines:

 

I thanked Roselyn with probably more than the usual.

 

Hi David,

You’re welcome!

I’m so glad I could help today! If you have a moment and feel comfortable, we’d really appreciate a quick Google review or sharing your experience on Reddit. Letting others know how you feel about our brand helps our team a lot and always means a lot to us.

Thanks again for choosing Made In, and please don’t hesitate to reach out if there’s anything else we can help with!

Best regards,

Roselyn

Made In Cookware

Customer Service Done Right

This is the best exchange I’ve had with a representative of any product, the complete opposite of what intuit brought to the table.

No transfers to other departments, no six months wait, just an earnest and sincere effort to do what can be an uncomfortable, challenging job, and doing it right.

Can a blogger make a difference in the overall experience?

 

PS:

Roselyn was the difference.

PSS:

If you’re involved in customer service use the Made In approach.

They do it right, so right that I replaced all of our silverware with Made In gear.

Why? Because like the pots and pans we’ve grown a collection of mismatched forks and spoons.

When our kids got married they got new silverware, which is nice when they invite us over.

That’s when we asked each other about our gear and what to do.