“I bought 2 pro cook pans a blue steel 20cm
a 28cm Wok i wanted a 28cm frying pan all from the same blue steel range i was told there waiting for new stock i asked if there was any stock in another store she checked and was told they had stock at there Wembley store i bought the other 2 pans believing i would get the other later relieved phone call to say the staff member got it wrong there is no stock at Wembley and it could take upto 2 months to come back into stock i tried to call the main office to clarify my position was on the phone 45mins only to hang up time to get dinner reading more reviews mainly 1* how are they still in business”
“I’ve bought the X50 knife sets of 5 folk & diamond sharpener & a wooden block for 6 knifes. I thought buying them separately was better with offers on. Very pleased top quality knifes with 25 years warranty. Family love them & said they are top quality. Very comfortable handle not heavy just right.”
“We bought a frying pan which started to lose its nonstick after just a few uses, and then the surface started to come off with sticky patches that would not wash off coming through. Much better to buy cheaper pans from supermarkets or Amazon. No response so far from customer service to our complaints.”
“Wouldn’t even give it a 1*. We purchased their expensive ‘ Elite Signature Cookware Set 4 pcs with 14cm Saucepan’. On first receiving it the large saucepan had a mark on it which was clearly where it hadn’t been finished properly - already a bad start. Got a replacement sent out - great. Used the small saucepan ONCE only for it to develop a rust mark on the bottom - not impressed whatsoever, rang ProCook and was told they’d ’never heard of that happening before’… and agreed to send out a replacement small saucepan, although we were reluctant to accept at this point and were wanting a refund but thought we’d give it the benefit of the doubt. Few days later the large saucepan also has rust on the bottom of it! They are not fit for purpose! We understand and accept they will discolour inside the pans from cooking, this is normal, however the scratches and now rust that’s developed from using them literally (the big pan) 3 times and the small pan once is totally unacceptable. Rang and spoke to someone super unhelpful at ProCook who said as they’d been ‘used’ we could only get a refund on the ones we haven’t used (??) it came as a full set! And surely you don’t expect these things to happen and need to be used first to find out if it’s defective?? Considering the price of them we will NOT be paying for them and have paused our payment with Klarna and will be taking it higher due to our consumer rights, as we are still within the 30 day period, albeit we had issues well before 30 days. AVOID PROCOOK AT ALL COSTS!”
“I almost all my savings within a week and was unable to withdraw any funds. After reporting the issue to Presley Jossie,I was eventually able to regain access to my money. It was an extremely stressful and challenging experience.”
“I wish I had never contacted them — I’ve never encountered such rude customer service. I bought a pan set from them, and after using it just twice, it started to stick. The sales lady had assured me that it would never stick and came with a lifetime warranty. Not only that, but the lid also started to rust.
When I contacted customer service, they agreed to replace the pan. However, the representative kept ignoring what I was saying — that I had only used it twice. She kept repeating "2–5 times." I corrected her again, saying it was only twice, but she continued to argue, insisting "2–5 times." I eventually gave up and said, “Okay, whatever.”
Then I asked about the rusted lid. She told me that when customers enter their shop, they assume everyone already knows the lid must be oiled before and after every use. I asked why the sales lady didn’t mention this when I was buying the set, but the rep just kept repeating herself. I had to say “excuse me” several times to try and stop her and get an answer, and then she claimed I was shouting.
From that point, she began saying I was being rude. I felt I couldn’t continue the conversation, so I asked for her name. She replied, “You will never know my name,” then laughed and hung up on me!
I had to call back again. She answered the phone with the same rude and cold attitude. I asked to speak to someone else, but was refused. Eventually, she told me her name was Pantral. She said she had reported the situation to her manager, so I asked when the manager would contact me and whether the conversation was being recorded. She then raised her voice again. When I pointed it out and said, “You’re shouting at me,” she responded, “You are so rude!”
All this — just over a lid?
For such a big brand, is this really how you treat your customers? Do you really need to use such an arrogant attitude when dealing with people?”
“Best saucepans I’ve ever had, nonstick, all handles are heatproof.
When draining fluid off, there are small holes built into lid which when aligned with saucepan allows water to pass through, but no food escapes .”
“Granite baking tray coating coming off after only a few uses. They did send another but although appear heavy & well made it’s obvious the application is poor. I have had other granite bakeware for years & still fine.”
“Bought a triply uncoated "wok" from them and it's brilliant. Obviously it's not a proper wok, but the shape is exactly what I wanted. And ofc, right after the buy I had to do the egg test and it easily passed it. Reading "everything sticks to it" reviews I'm not sure people know how to use stainless steel properly..”
“I bought their new espresso machine, and they gave me a virtually empty box. Basically, it was missing all the main bits such as the basket, the handle, the instructions, or the cleaning bits. Clearly, this was an ex-display unit that wasn't correctly packed. But that isn't the real complaint. Mistakes happen.
The problem is their customer care following.
The thing is that there aren't ProCook stores on every high street. And I happened to be passing one that wasn't near home. I wrote to them, called the store, and called their main line. Got nothing. So I ended up going to the "nearest" one to me. Which is a bit of a pain in the neck. I mean, it's the little irritations like now I had to pay extra for parking just to return the box. And walk around town with an awkward heavy box. The kind of irritations that won't ruin your day but you just would like procook to say something nice.
I got the missing parts. The people in the stores seemed fine.
But within a day, the handle on the coffee basket broke. I emailed ProCook about this, too.
What happened next?
Nothing for a month. Then, an email saying they would very kindly give a £20 gift voucher. That was very sweet. Though 2 months later, I've never received it, nor have they contacted me to send it. Just radio silence.
My verdict is:
1) The quality of their products is very average. There is a lot of brittle plastic. Quality control seems to be the issue. We have bought a lot from them, and when it works its decent but often part break. They are good about replacements if you have the receipts. But you kinda just hope you don't need to do returns
2) Their care for customers is the bottom tier. So if something does go wrong, don't expect ProCook, as a company, to make it right.”
“The set we bought wasn't cheap, but two of the pans lasted about as long as a 5 pound set from Homebargains. The non stick surface was completely useless and with the enamel sticking to everything. We can't use two of the 5 pans in the set. I sent pictures and messages to the customer service, who were as pointless as the pans themselves. I'd strongly avoid this company and will ensure friends and family do the same.”
“Bought some procook frying pans and service may aswell cook on duct tape, the pans are terrible, we have one pans left and it's now completely destroyed. The lifetime warranty on this pans are a joke aswell”
“For the money spent on 3 pans, the worst pans by far. They stick, they do not clean well and when I contacted their customer service they said no returns as the pans were used?!
How can one know if the pan is what they advertise if is not used.
Spend your hard earned money on some other product. Do not buy Procook.”
