Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Items ordered have not been successfully delivered Initially I reached out because my order is on its way and one address line is missing I reached out to the courier service **** however they cant assist me, the correct delivery address needs to be updated from your end.Ive been going to the **** local office as suggested from your side daily and they are not able to locate my package.Please proceed to reimburse my money as I will be traveling during the upcoming holiday season and will not be able to continue my daily visits to the *********** near my location to ensure that my package is collected directly from them Tracking number:********************** The correct address is ******************** (this address line is not needed!)Needs to be:2004 ************************************************* My contact number is ************

  Business response

  12/18/2024

  Hello! A refund was processed for this order on Monday, 12/16

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My credit/debit card information was stolen (according to **********), through my Apple Pay. A purchase was made from this company and given that my identity was stolen through Apple Pay, the item was sent to my home. I called ********** to report the activity that it was not my purchase a few days later I received the package from this company. I proceeded to email them to let them know I did not make this purchase and I am willing to, send it back to them as they provided me the ** address from which it was ordered. I am waiting to receive a refund according to ********** they will not refund me the money because the package was delivered, yet I have offered to send it back with no response from the company. I would like a Refund and return package information. The item cost $226 and I would like someone for the company to get back to me in order to rectify this.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a Misen pan order #******* on sale and I did not receive any information on the order until I reached out manually to where I got a response saying the item was shipped with a tracking link. The tracking link confirmed only the label had printed out and that **** did not receive the item. I tried to reach out for help multiple times only to get the same automated response every time Ive tried to get help on the website. I have been unable to get human help and with the ship date past the promised timeline and money paid I am stuck without any sort of solution and with no pan. I dont know how to get ahold of them further except for get automated responses.

  Business response

  03/11/2024

  The customer was replied to by a human within 24 hours and we initiated a replacement order due to lack of movement on the original label.

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Although I was given a response by a person, Misen failed to give me a second tracking number for the reorder, and when I reached back out I got auto responses again. When I finally got a human again they told me they had to reorder the item yet again and claimed it is out of their hands once the carrier picks it up. Yet when I checked the carrier tracking it claimed that  they were waiting to receive the item and the label was just pre shipment printed, and when I asked for them to investigate further I got another automated response. Still no item and no valid tracking info saying an item has been shipped out. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  04/05/2024

  Hi there! Here's a screenshot of our team assisting the customer on 3/29. This was not an auto response. 

   

  Thanks,

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email from Misen **** on Oct 7, 2023. Their Ad read as follows: "We Made Too Much- 50% Off. It further stated, "We're not perfect. Sometimes we make too much of a certain product. The great news is you can get 50% off, only while supplies last." I thought it sounded good, so I decided to treat myself to some new pans. I spent $456.27. At first, I tried to cancel the order, because immediately, I relized that I would not be home when they arrived, but they said that they could stop the order even thro I had just ordered them 5 minutes before. After getting the pans and unpacking them, I discovered the there of them were damaged, so I reached to their customer service. From the very begining, I let them know that I was not computer ***** and they were not to not to ask me to send pictures. Instead, I asked them to send me shipping labels, so I could return the three pans and they in turn could replace them with ones that were not damaged. They refused to send shipping labels, so I said I will send them myself, even thro I was not the one at fault. They replied with, "All Sales Are Final. And I understand that and I am trying to be really nice. After all, they Ad said, "We Made Too Much". It did not say, We Are Having A Scratch and Dent Sale. I am a 78 year old cancer patient on a fixed income. Only a idiot would spend $400+ dollars on damaged cookware, and I certainly am not an idiot. I was only seeking a replacement for the damaged pans, but I am really at the point that they can just refund my money. Like I said, I am on a fixed income. This was to be a Christmas present to myself. Now it seems more like an early Christmas nightmare. I am hoping you can help get this resolved. I have been following this company from the begining. I was even one of their Kick-Start customers, twice. I thought they were a good company, now I'm not so sure.

  Business response

  11/01/2023

  Hi there! I'm so sorry for your experience. On Monday, 10/30, I sent you a new set of pans as requested. If there's anything else I can do at this time, please don't hesitate to reach out to us and let us know! 

   

  Best,

  ***** - Customer Success Manager

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Misen nonstick pan in June 2022 - I did not actually receive the pan until July, due to a shipping mishap that was Misen's fault. Fast forward 6 months, and the nonstick coating on the pan had already begun to wear down. I contacted the company, but did not receive a response. I've tried to reach out several times since then, to no avail. It's unacceptable to pay over $100 for a pan that's only safe to cook with for less than 6 months. Save your money!!!

  Business response

  07/05/2023

  Hi ***,

  Thank you reaching out to us. I'm sorry to hear that your Nonstick pan developed some issues over time. Upon checking our CRM platform, unfortunately, we never received your message regarding the Nonstick pan. We recently changed our CRM vendor into another and a bulk of the messages that were sent to us during the transition period was lost. Your message must've been included there.

  Having said that, we are now able to receive all messages from all of our channels. Would you mind reaching out to us via ******************************** or through the link below so we could provide a resolution to your Nonstick pan issue?

  **************************************************************************************************

  Hoping to hear from you soon.

  Best regards,

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They asked me to send a message but provided no resolution. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  07/07/2023

  Hi there,

  I'm sorry if you find our response unsatisfactory. The plain reason why we're trying to have them message us via our email is to get a clear picture of the issue of the product. We need photos to assess the problem and provide a resolution. As our policy, Nonstick pans are not generally covered by our lifetime warranty, as these pans are not designed to last a lifetime. We extend courtesy to replace Nonstick pans once we see that they are not performing as intended, or they were exhibiting some unusual defects. 

  See this link for proper Nonstick care: ******************************************************

  We hope they could send us some photos of the Nonstick pan via the email address: ******************************** or here, if possible. Thank you.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a wok with them on April 2nd and have subsequently reached out 3-4 times via their contact us page to process a refund following their return policy, but have not heard back from them. Order # is *******. They do have any other contact method besides their Contact Us page and due to their lack of response I am now outside the return window.

  Business response

  06/13/2023

  Hi *****,

  Thank you for reaching out to us. We apologize that your message to ** wasn't read in a timely manner. Please understand that we were in the process of improving our messaging system at the moment that you reached out to us and wasn't able to receive your inquiry. Having said that, we are now up and running.

  Regarding your concern, please send a message to ** via our email address: ********************************* so we could address your Wok issues. Please look for a supervisor and mention your complaint. Hoping to hear from you soon.

  Best regards,

  Misen

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number: #******* Order date: 04/15/2023 Order amount refund requested: chef knife price $73.44, $68 + $5.44 tax; orig. price $85 - 20% discount ($17)Issue type: refund request Description: I received a brand-new chef's knife from Misen and was dissatisfied with its quality and decided to request a refund in compliance with the company's return policy (free returns if within 60 days of purchase - no terms/conditions listed below their policy). Their return policy is linked below. I reached out to customer ************** 1st tried to get me to send the knife to get sharpened with a prepaid shipping label and I declined as I wanted a refund not a new product. After declining the request, the customer service agent told me in order to get a refund, i had to donate the product somewhere and get a receipt as proof. I checked the return ************** website to see if this was a requirement listed anywhere & couldn't find it . I let the customer service agent know i didn't have anywhere near me that i felt comfortable donating this the product to nor did i agree to do this as a requirement for a refund (note - I've never had a company request to do this and require a proof of donation, they typically just provide a refund and ask that you donate, but not require it). The customer service at ******************** refuses to process a refund unless i donate it + get proof & mentioned that they put a "pause on all returns back to our fulfillment warehouse" yet prior to that email they were willing to give a prepaid shipping label to try to sharpen the knife as a way to avoid a refund in my opinion. i find this incredibly frustrating as a customer as I'm willing to send it back per their policy & feel as if it's a way to dissuade refunds. I checked their ******** page's and see several customer complaints about this, so I'm certainly not the only one who's dealt with this issue.return policy: **************************************************************************** email correspondence: attached

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  Misen support issued a full refund for the product after I sent a follow up email last week.    
  

  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a fry pan from Misen on 28 Feb 2023. It is being shipped by FEDX. FED X shows my order has been in ******* since 3 March 2023. No further information. I contacted Misen three times via EMAIL and received no reply. They do not have a phone number so EMAIL is the only means of communication.I wonder if this company is still in business. I guess I am out my $55 for the pan.

  Business response

  04/25/2023

  Hi There,

  Although uncommon, there might be a huge chance that his package got lost in transit. We have limited visibility and control over packages once it leave our fulfillment center and incidents like this could happen. We been in constant communication with them since April 24th when they brought this to our attention. Per attached communication thread herewith, we have already issued a replacement for ********** order to fulfill our obligation.

  Best regards,

  The Misen Team

  Customer response

  04/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a magnetic Knife Strip from Misen on 2/24 (#*******). I decided not to keep the strip because it didn't fit well across our cabinet and filled out a return form within one week of receiving the product. Since then I have filled out the return form 3 additional times. It's been almost a month and I've heard nothing about how to return this item to Misen. There is no phone number and their website says they typically respond within 24 hours. It feels entirely unfair to not respond to a customer trying to return an item, especially when they are trying to do so within a reasonable timeframe. I would like instructions for how to return this item (shipping should be paid for by Misen) as well as be refunded in full for the amount I paid. Happy to provide receipt of purchase if needed.

  Customer response

  04/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Misen, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted to get Misen to replace a frying pan that fell from my wall because the rubber handle that I hung on the nail slipped off. The pan is now bent and will not lay flat when on the stove. I was told by **** via email that I should have known the handle was removable and was basically my fault. I dont remember seeing or reading anything that would tell me that. I am just seeking a replacement of the pan.

  Business response

  01/11/2023

  Hi ****, I completely understand your frustration and would be happy to elaborate further on this for you. As we mention on the product page for our nonstick pans when we were selling them with silicone handles, these handles are removable and need to be carefully stored especially when they are being hung from hooks. As for the damage to your pan, unfortunately, this damage had occurred as a result of the pan being dropped not by any defect of the product which is not something that is covered by our warranty. However, I would advise you to check our most recent email sent over to you in terms of what we can do for you as a one time exception.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩