ProCook - York Avis 

This is my second experience of returning an item to their York store. I almost wish I hadn’t bothered on both occasions. ProCook sells some reasonably high end domestic kitchenware. This was the second occasion where I’d previously sought detailed advice from the sales assistant, been reassured by the 25 year guarantee, and purchased a product - in this case a tri-ply frying pan - and paid two to three times the price of a similar offering from others. Having been really careful in use - no sharp utensils, medium heat (never high), never in the dishwasher, always soaked to clean, seasoned every now and then, I watched the coating deteriorate whereby everything from eggs to steaks stuck, left a mess, and was difficult to clean. Having kept my receipt, I returned to the store.
I was met with a dismissive assistant who looked at the colour of the base of the frying pan and told me forcefully that I’d had it on too high a heat and that she wouldn’t honour the guarantee. When I tried to explain that I hadn’t had it on high - ever - she just talked over me, insisting that discolouration on the base of the pan was evidence that I’d ’had it too high’. I tried to explain that, unlike her, I had actually been there when I was cooking and that the discolouration was simply because I never put the pan in the dishwasher, and only ever soaked the inside (not that I really should ever needed to for a non-stick pan). She accused me of something that was simply untrue. I felt the atmosphere was unpleasant. she implied I was a liar. She then tried to send pictures to head office, but the WiFi didn’t work - this took time. I was made to wait while she disappeared behind the scenes.
Eventually, she offered to replace the pan, but told me she would write a note on the file saying that I couldn’t bring this one back (because I had cooked with it too high, etc.). This, I felt, was patronising, and undermined her own position - either it was within guarantee or it wasn’t.
It was a pretty demeaning experience. I had to drive four miles each way, put aside time to do so, etc., and then be subjected to a fairly unpleasant and lengthy exchange based on untruths. I bought the pan in good faith. I paid way more than I have done previously for an equivalent piece albeit in the knowledge there would be a 25 year guarantee. Neither the care instructions nor the guarantee suggested I’d have a fight in my hands if I ever needed to bring it back because it wasn’t as described/fit for purpose. I found the whole thing upsetting and an unnecessary waste of time.
There are better products out there with better customer service.

Didn’t actually go into the shop my daughter did sent her the knives we wanted and she bought them

Top quality products ,reasonable price.excelent sales staff .

The Staff were knowledgeable and friendly. I have purchased pots from you before the non stick had changed from mine they explained why.

Staff very knowledgeable and helpful. Asked for advice and they provided information quickly and accurately. Very professional

The staff are always pleasant, informative and know when to leave you to browse. We love the shop at the York Retail Outlet. Good range of goods and well displayed.

Very good product and service

Staff was very helpful, good knowledge of the product I was buying lots in shop to a perfect kitchen they even kept the goods I bought until I was finishing my shopping day then I picked it up and again nothing was to much

Very attentive staff

A huge range of good quality products, a well laid out store and friendly staff

Great service

Very happy with our purchase and the staff were very helpful

Staff always friendly and helpful

Quick easy service

Helpful, friendly staff, good range of stock in store and will located.

A really good shop for everything in the kitchen and outside dining. The staff are really helpful and knowledgeable of the products on sale. Definitely worth a visit.

Bought salt and pepper grinders. Assistant was helpful. Price was good in the designer outlet in York. Thanks.

Very helpful

Quick and friendly service from staff