ProCook - www.procook.co.uk

Bought set of pots in December 2023 Professional Stainless Steel Cookware Set 4 Piece

Code: S1631

Qty: 1 £159.00

Horrible from first use everything sticky to bottom, after contact with care service them answer was "As the pan is uncoated it will need to be seasoned before use or food will stick to the pan."

But on website they was professional sticky free. So they send instructions how to make not sticky but obviously we do this from day one. I think was faulty manufacturing series. So you got 10 years warranty for nothing. NOT RECOMMENDED. I believe most comments was generated automatically

3 months of carefully use and 2 of a set of 3 oven dishes have shattered while cooking. These are nit cheap items and the quality is awful.

Contacted customer services online through their chat and was told they can't help because I purchased it from their shop. Surely, all one company so why can't they help?

They claim long warranties but they aren't worth the paper they are written on.

I bought two items from Procook on Amazon's site (they were sold and dispatched by Procook) and had them sent to my daughter. The courier made a mess of the delivery and were no help when I tried contacting them (they use an automated bot for their help). I tried contacting Procook and got a useless cut and paste reply telling me to go back to the courier.

Things often go wrong in life, it's how a company deals with problems that matter. Procook took no interest in my problem.

I won't be using them again.

Their so called 25 year guarantee is rubbish !!! The pan I bought from them didn’t Even last for 6 months ! When you contact them they will ask you a list of questions and photos, i have followed all their instructions while using the pan but they will always find a way to say they can’t replace the pan under the guarantee ! The worst £50 pan I ever bought ! I have included the emails between me and them.

Order Number:  

Order Placed: 18/4/20

The email they sent me:

Good Afternoon 

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Thank you for your email. We are sorry to hear that our wok is not meeting your expectation.

We’d like to take a few more details about your issue so we can resolve this for you. Please can you provide us with the following:

Photos of the product

How is the item washed and dried?

If you have washed your item in the dishwasher which wash cycle and detergent do you use?

How do you store your item?

What type of kitchen utensils do you use?

What type of hob do you have?

Which heat setting do you cook on generally?

What type of cooking oil do you normally use?

We appreciate you taking the time to provide this extra information as it will assist us with your enquiry.

What happens next?

Once we have the above information, we will review it and get back to you within 5 working days. We may need to take a few more details in the future so please bear with us.

Kind Regards,

​

Customer Service Advisor

Procook Customer Service

My reply to their email :

Thanks for your reply,please see my answers below

1. Please see attached

2. Warm water with wash up liquid and dry on the drying rack

3. Only hand wash

4. Cabinet

5. Wooden or silicone utensils

6. Ceramic hob

7. Medium and low temperature cook with 4 or 5 (9 is the highest )

8. Sunflower oil

Then another email from them :

Good Afternoon

​

Thank you for providing us with photos of your wok.

​

These have now been reviewed by the Customer Service department and we can confirm this damage has been caused by excessive heat exposure.

We have identified this by the discolouration to the Base and Interior of your wok.

In accordance with our Care Instructions we do advise to use moderate to low heat. Excessive heat will spoil the appearance of the pans by causing discolouration to and deterioration of the surface the surface.

​

Start the pan off on a very low heat with just a little oil in and when warmed through turn up to cook on a low to medium heat.

Please use the below link to view our care instructions.

Our guarantee wording states:

Please note the guarantee does not cover deterioration due to accident, misuse, discoloration, scratches, stains or damage from overheating.

Please use the below link to view our Guarantees wording.

On this occasion, we will be unable to replace the wok under your Guarantee.

Kind regards

Customer Service Advisor

I wouldn't recommend ProCook products to anyone. After reading loads of great reviews about ProCook I finally decided to purchase some of their enamel baking trays, at significant cost - what a disappointment! I followed all the care instructions but the trays have all tarnished in less than 6 months, the edges (like so many other baking trays) are curled over so have also rusted and the customer service when I contacted them was terrible - telling me they wouldn't be honouring their 10 year guarantee as it was my dishwasher that had caused the problem (even though they clearly mark all their products as dishwasher safe!). A complete waste of money! Don't buy!

On recently purchasing a 30cm frying pan from your Mansfield store at East Midland Designer Outlet I realized the

pan was too large for the hob and only heated the centre of the pan. I returned the pan and without question was

given a replacement 24cm pan in exchange. To experience such excellent customer service was remarkable,

considering I had used the pan and could not produce the original receipt!

Many thanks to to the staff at this store. P.S (The pan performs very efficiently now).

Discovered ProCook in January and made my first order , fry pans saucepans, roasting tins etc.

Fast next day delivery , loved the products , left positive comments on their website , ordered more a week or so later.

I like to find a good supplier and stay with them - old fashioned I know !

Soon afterwards all was not well with one of the roasters , non stick surface peeling and rusty water emitting from drain holes on the rolled rim.

Brought this issue to their attention , they sent a replacement.

Then the other tins started to deteriorate , can't spend time going through all this again asked to be able to return all roasting tins for refund.

At this stage their Customer Services started getting very defensive and I would say arrogant.

"This has never happened before " website tells a different story !

" my fault for not looking after them properly" etc.

So I now have five suspect tins that are getting worse with each use.

To be fair they did give a refund for the two small ones (£11.82 )

Hard to understand why a company like this sacrifices customer goodwill for a few items that costs them very little.

I was looking forward to gradually replacing the rest of my ageing cooking utensils with ProCook over the next year , but the "Customer Service" experience leaves me unsure.

Things do go wrong , I accept that - how the problem is put right tells a lot about a company.

My opinion is now formed !