“What a nightmare!
The pans were very poor indeed yet they are the most expensive pro cook make!
Stainless steel pans used in exactly the way they are meant to be used - they blackened and cannot clean up. One was an omelette pan - you are supposed to cook on a high heat for that.
Contacted pro cook and after FOREVER with customer services. They accepted I was given bad advice / wrong advice but they refused to refund me or exchange.
I put a review up on trust pilot. Trust pilot sent me an email saying pro cook had challenged my review and I needed to answer procook’s email to justify my review.
Guess what? No email from pro cook to me. My review was taken down.
Avoid this company like the plague.
I gave them over £1,000 for knives, pans pots and some other stuff and they refuse to exchange two pans? Shocking!”
“Don't do it. These just aren't manufactured correctly.
Bought Stainless Steal. Elite Signature Tri-ply range. Got 3 pots, small and larger frying pan, large casserole pan.
Almost all had tiny dents inside the pot...so definitely not caused by transport or storage. A few were just tiny holes into the layer below...so you will get immediate rust.
Some larger dents/chips on the outside already showing signs of rust. One where they welded the handle, obviously hadn't gone correctly as the edges of the join were turning brown and the handle itself had chips from whatever held it for the process.
The brushed metal is just scratched metal in places. Various types: road rash looking marks, vinyl record grooves to repeating series of against the grain cuts.
One lid just straight up had a small crack on the edge showing the inner layer. Another was already discoloured.
If you have used them then discovered all the flaws....and they refuse a refund. If you bought in thd UK with a credit card. You can raise a dispute with the credit card company under section 75 of the consumer credit act. A warranty where they send you more defective products is pointless but do it anyway and keep photos for credit card company....this will show the product is not fit for purpose.
Thankfully I've not used any of these and have the credit card company as backup if any refund is refused.”
“DON'T LOOK AT THE FAKE TRUSTPILOT REVIEWS. IT IS WELL-KNOWN THEY PROTECT THEIR SUBSCRIBERS AND REMOVE NEGATIVE FEEDBACK FOR THEM. ALSO, COMPANIES POST COUNTLESS FAKE 5 STAR REVIEWS FOR THEMSELVES. YOU ONLY HAVE TO LOOK AT THE DATES, WHICH ARE ALL CLOSE TOGETHER, TO SEE THIS
I sent sent ProCook an email regarding a product and was completely ignored.
I have since purchased from another source and glad I did going by all the other feedback on here”
“Terrible quality and customer service.
I bought a can opener in store less than 3 months ago along with a few other small items. Due to the value and it only being a can opener I didn’t think it was worth keeping the receipt. However after only a few uses it broke with the turning handle breaking off. In accordance with the website I called customer services and was advised that I would need to visit the store to ask if they could find a copy of my receipt or check their records. Now as the cost of the petrol is probably more than the can opener plus wasting my time it is not worth returning it. I had hoped that customer services would be more polite than just telling me that they could not help. I have a photo to prove that it is broken but currently unable to upload. I would have given 0 stars if possible.”
“Very rude customer service adviser. Young girl who wasn’t friendly at all and at 62 years old I am quite disgusted. If they are shirty with me then I will deal with in the same manner. Most of the products I have had have been brilliant. The bread maker was a disaster. The first lady who dealt with the return was so lovely and helpful. Had no issues whatsoever.”
“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..”
