“Laughable experience in the Bluewater store. Bought my 11 year old daughter a hot chocolate maker from ProCook, followed the instructions and the machine was not switching off or beeping when milk was at correct temp, so it overflowed and bubbled out the lid and over the side, as well as having a funny smell. Tried to return it to the Bluewater store who wanted to "test" it. They proceeded to pour water into it on the shop floor and said it worked fine so could not return it. I highly doubt all Procook staff are experts in electrical testing so how they can be sure the product was safe I will never know. Kiera the manager was awfully rude and said that every store would test the product before returning. They also tested a product that was faulty on the shop floor behind the till putting customers at risk as I had already said it overflowed with boiling milk. They also added water to the machine, not milk and as water doesn't froth it would not have overflowed anyway! They made such a scene in front of customers making out that it must have been my fault, when the product was clearly faulty. I've never known a company REFUSE to exchange a faulty ever. Highly embarrassing experience and I will never use them again. Looking at other reviews returning items seems to be a particular problem when using this company. Avoid.”
“I’m extremely disappointed with ProCook frying pans. Despite carefully following all the instructions for care and seasoning, they constantly burn food. These pans are an absolute waste of money. Avoid them at all costs!”
“I have purchased pan sets befor and been exceptionally god quality annd value would recomend pro cook customer service excelent its not a talking machine and speak to a person you can understand THANK YOU”
“I was surprised to see these negative reviews. I’ve had a set of pro cook gourmet saucepans over 5 years. They stack well and clean easily. I only saw these reviews as I need to replace a frying pan with a gourmet one.
Think I will take a chance and get it”
“Brought stainless set of fry pans, terrible everything sticks to them, even if you fill the bottom with oil anything still stick, and don't want to wash off either”
“This an outstanding company. There orders are quick and well packed. The knives I ve bought are so good , getting rid of all my other knives .
Thank you for such great service.”
“Bought the whole set of saucepans and frying pans from ideal home. The frying pans heat in the middle so doesn’t cook evenly food sticks and very hard to clean. Saucepans the same. Wouldn’t recommend buying very disappointing”
“Hopeless jobsworths....
Bought some small knives from the Portsmouth branch today,when I got home 20 miles away and unwrapped them,the dopey shop assistant had put a plain rather than serrated knife in the bag,despite the till receipt clearly showing the correct item.Knife edges are concealed so no possibiliy of checking the item till I got home as it was plastic sealed.I now have to return the item to the shop,pick up the tab for the return, before the replacement is issued,and I have had to provide a copy of my driving licence and till receipt...over a £3 knife,GOD HELP US ALL. Incidentally I bought an overpriced pan from them last year,and the non stick started breaking up after 6 months despite carefully using the instructions.Avoid this place at all costs, if it goes wrong they'll want your inside leg measurement,hopeless.
Date of experience: 29 November 2024”
“We purchased a milkpan in feb , recently noticed non stick was not working , approached store for a replacement & was refused as i said it had been in a dishwasher a couple of times , which the store said had invalidated the guarantee as it said on the cardboard insert in the pan it was hand wash only. We DID NOT !!! have any insert inside the pan when it was purchased , so did not know it was not dishwasher safe. I had been honest when talking to staff about the dishwasher , but apparently ignorance is NOT bliss , no compassion from them , How can you invalidate a guarantee if you do not have all the care information. Would not purchase procook again as customer service & understanding is lacking .”
“I had a set of Circulon pans that lasted 18 yrs, these haven’t lasted 18 weeks.
Everything sticks, you can’t stack them because they chip…absolute waste of money. I will be visiting the branch where I bought them and demanding a refund. I’m not interested in a sub standard exchange.”
“I have shopped with ProCook for years, but lately it’s terrible, I ordered a non stick casserole with a lid, within a couple of months of very gentle use, silicone utensils etc the non stick was peeling, I complained and they sent me another, a couple of months later same thing, I spoke to them and sent photos and they sent me another one 4 months ago, just started using it for a casseroles about 4 times and the nonstick is coming off yet again. I can’t be bothered with this anymore and will order from elsewhere ….”
“Awful pans. Expensive and not fit for purpose. Enamel coming into my food, despite following care instructions. Cannot fry an egg a year after because it sticks and ends up being mauled by a plastic spatula. I miss my ikea stainless steel 360 pans that I had for 15 years. DO NOT BUY A £250 set of pans.”
“Dreadful customer service. Pans are not fit for purpose. Expensive tat. Pan lids hold water when washed up and does not drain. Sauté pan enamel coming off after two weeks. Company would not refund even though not fit for purpose. They disregard consumer rights!”
“I purchased the Pro Cook non-stick frying pan 18 months ago, expecting a high-quality product for the price. Initially, it worked well, but after just 18 months of normal use, the non-stick coating completely gave out. What’s worse, when I contacted customer service, they blamed me for using the pan on 70% heat on my induction hob. Seriously? A frying pan that can’t handle normal cooking temperatures?
To add insult to injury, a budget Tesco pan I bought years ago has outlasted this one, still going strong without any issues. I expected much more from Pro Cook, both in terms of quality and customer support. Save your money and buy something more reliable!”
“Terrible customer service, they ask for details when you make a claim under their 25 year guarantee requesting a receipt for a knife that's 10 years old. This knife has a 25 year guarantee. When you cant provide one, which is kind of riduculous to expect someone to have after this amount of time, they refuse to honour the guarantee. As its a branded procook knife where else would it have come from.
Do not buy their products!”
“I bought a kitchen knife and a block/holder. They sent me an email because they needed age verification.
I understand this need however, their system rejected my date of birth and there was no other way to verify my age. I offered to send a copy of my driving licence or any other way. Even a phone call or video call would have been sufficient but customer service were not interested in bothering. I had to go into a store which is quite far away. They a lost a sale to a competitor.”
“Oh i am beyond disappointed! Brought the stainless steel pan set, they are terrible quality everything i cook sticks to it even after following the before care advice to avoid this happening . Will have to but a new set from another company. Do not recommend.”
