“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.”
“Having returned one frying pan because it wasn't fit for purpose, we were then persuaded to buy a more expensive one which turned out to be even more useless. Followed all the instructions and still couldn't fry an egg without sticking. DO NOT PURCHASE.”
“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.”
