“Avoid Procook while they use DPD for next day delivery, you wont receive your goods the next day. They will say each time they missed you and send items back to depot each time, so next day delivery will usually mean a week or two.”
“Terrible service and poor customer care. Spent over 2k on their online store with next day delivery option because we really needed all the items. It took them over a week to ship the goods. No one on their customer care team was able to assist. Calls not returned and promises not kept. Terrible experience. Never again.”
“Tri based stainless frying pan. Distorted in used. Exchanged for another same outcome base distorted without any excessive hob temperature being used, returned for refund.
Small cast iron enamelled cook ware. I am assuming that enamelled means completely. Internally the we’re not enamelled but the roughest cast serface I have ever seen. The external enamelled surface easily chips.
All in all very poor quality product, all image no substance. More tat from China !”
“Item received were damaged due to poor packing. They let the metal items clashed and both got scratch. Given the price, I definitely don’t want them. I paid for premium delivery service. Now they simply asked me to go to store and exchanged myself. They didn’t consider customer time and cost for their own mistake (bad packing skills). Alternatively, I had to wait for their label then bring to pickup point then wait for them. I believed I didn’t pay the next day delivery for this hassle. They don't think why customers want next day delivery and paid to get it early. they assume it's totally fine to ask customers to fix themselves, wait for another week. No sincere apology as well.
Also, I waited for them the whole evening but no label is sent/received. I contacted them again, and checked both my spam and inbox. I was answered by their customer service team lead (Chelsea, interesting, I saw her name in another angry review) so I supposed it was their top notch service quality already. She simply told me to check again. I finally found it was in Gmail trash (not even spam) because Gmail detected malware and asked me not download their email. Ok, I try to briefly read the instructions without downloading them first. Their return process is me, preparing the box, removing all the labels, printing the email, cutting the label, safely bringing them back for them and waiting again.
I don't have a car and there is no direct public transport to their nearest location. I believe they don't even care about how heavy the stainless steel cookware is and it's WINTER.
I think it’s enough.
With this customer service, I don’t think I could trust the 25y guarantee they say.
Extremely disappointed. Our day is ruined.”
“It's my second frying pan after returning the first as the coating was coming off. I was told it was buckled as I'd had it too hot?..its a frying pan? And now the coating is coming off the second one so it's back to tefal.”
“WARNING - DO NOT USE THIS WEBSITE IF YOU ARE THINKING OF BUYING KNIVES
After one use, they tarnish / discolour.
Procook uses the excuse of being put in a dishwasher but others were not and have gone the same way. I had to find the dishwasher info after customer services told me they advise not suitable! Items should be made suitable and after one use should not be affected
Have used company before for cast iron but will never use them again”
“Pans look great but durability is poor. I have had salter and Tefal pans forever and they are very durable. When I bought procook pans at a premium price, they were handled in the same way as always and chips very easily. If you don't mind having pans with lots of marks or being extra careful with your pans then procook are ok. However with my busy lifestyle I don't have time to softly place every pan down so not for me.”
“Would give no star if I could. Sent completely misrepresented items. Not as described then demanded I spend £4.95 to return them. Customer service was none existent from someone called Chelsea who I got on the chat. Avoid this company as I ended up out of pocket for mis sold goods for which they took no responsibility.”
“Bought 2 sets of tableware and the bottom of every plate and bowl turns black and leaks onto stacked plates and bowls. Never in my whole life have I experienced this before and I will never but anything from you again!”
“Bought a set of 8 knives and block to store them at almost £400 avoid their knives at at all costs dreadful quality and can’t get them sharp no matter what I use to sharpen them came with their young sharpening stone and it’s terrible”
“I bought a flat pan from them and I still dont u derstand how it burn from the first use. I tried to use it afterwards but with no benefit. It keeps burning everyte its put on a stove. Very poor quality”
“I have my set of procook pans over 10yrs and they are the best set I have ever had they wash every thing very easily can you tell me what they are made of.thanks . Lesley Stead.”
“Bought a frying pan two years ago and discovered this week that the base is coming off of the pan. I contacted the company as they have a 10 year guarantee, only to be told (as it appears many are told the same) that the buckling of the base is my fault as they said I've used it on too high a heat! It's a frying pan! It's supposed to be able to take heat - even though I don't use it on high very often - and even if this was the case something with a 10 year guarantee should last at least as long as that. I'm really disappointed that they clearly don't care about their product or their reputation.”
“I bought a set of their Professional Granite pans but despite using within the guidelines provided, they have failed after 6 months.
I contacted them and explained the problem but they refused to refund or replace the set. They use the excuse that I misused the pans, despite me being a career chef with 10 years experience of using nonstick pans on an induction hob.
My advice therefore to anyone looking it this review is.......These pans will work with, but ARE UNSUITABLE FOR, use with an induction hob.
Also, in my experience? they will not honour the warranty.”
“Fabulous staff very knowledgeable returns policy is fantastic any issue straight on it people abuse kitchen ware and are very eager to complain your told not to use certain things on non stick ie metal and certain oils but people ignore it and blame the pans a good pan does not make you a good cook nothing looks new forever and people moan when a tiny scratch appears because they’ve stored them wrong or put them in a dishwasher for 2 hrs cos too lazy to run under a tap my pans are fabulous have been for a number of years and the x50 knives are brilliant”
“I ordered a knife, paid £5 delivery I received an email to say they couldn't deliver it because the driver ran out of time. I noticed it was my prior address so on the DPD site you can redirect delivery. Which I did and it was confirmed by email. It wasn't attempted again I contacted procook, giving them clear and precise address and they said, there was a mix up in the warehouse and it hadn't been sent. (so DPD were trying to deliver a parcel with a barcode, that didn't exist). But would sent it with next day delivery, I waited in to check the tracking which said "driver unable to deliver as recipient didn't know the addressee!". Again I contacted customer service asking who was liable for the complete imcompetanse? They said the address was incomplete and the driver couldn't read it. But if he tried to deliver it, was it like the first parcel that didn't exist? Did he knock on the first door he came to? DPD delivered a parcel from Cox and Cox for my Mrs on the Monday! Amazon, royal mail, other curries and even the lady from the Chinese takeaway found our house.... Never again,”
