modori.sg

Poor customer service

I bought a beautiful 3-piece set of pans that were immediately a joy to use. Unfortunately, the handle of one of the saucepans started to become burnt where it joined the metal part of the pan, even though I only used it on a low heat. Even more unfortunately, I discovered that Modori had invested in good advertising but not good customer service. My complaint regarding the saucepan was met with a very poor response. The person who dealt with my complaint presumed that I was to blame for the damage for not following manufacturing guidelines. Initially there was no offer to even inspect the saucepan - this only came after I expressed my disappointment in the handling of the complaint. Even after the offer to inspect the saucepan was made, I was informed that I would need to collect the pan from them if customer service decided I was to blame. I declined to send the pan back, as I felt that Modori had already made their mind up, and that they were just going through the motions of inspecting the pan! Good customer service and the building of customer trust and relationships is as as important as the products. I would have liked to have been a returning customer as the pans are great to look at and cook with, but the handling of my complaint and the use of inappropriate use of emojis in their correspondence needs improving.