Okuracookware

Dear Jonathan, We are genuinely sorry to hear how disappointed and frustrated you are. We understand that, as an experienced chef, you expected much better from the product, and we also recognize your concern about the cost of returning it. Okura Cookware is a legitimate business, and it is never our intention to take a customer’s money without providing proper support. Please send us your order number and the email address used for the purchase so our customer service team can review your case and work toward a fair resolution. Kind regards, **Okura Cookware Customer Support Team**

Hi Robert, We’re very sorry for the frustration and confusion surrounding your order. We understand that you contacted us shortly after ordering because two pans were purchased by mistake, and we regret that the order had already entered processing before the cancellation could be completed. Please note that the handle is detachable and may be packed separately inside the box to protect it during transit. However, we completely understand that you are requesting a refund. Please contact our customer service team with your order number so we can review the case and clearly explain the available return and refund options. We sincerely apologize for the experience and would appreciate the opportunity to resolve this fairly. Kind regards, Elma Okura Cookware Customer Service Team

Hi Lana, We’re truly sorry that your order was marked as delivered even though it never reached your home. We understand how upsetting this is, especially after USPS reportedly confirmed that the tracking number was not connected to your address. You should not be left to resolve this alone with the carrier. We would like to urgently review the shipment details with our logistics team and determine what happened. Please respond to our Trustpilot information request with your order number and email address so we can locate the order and provide an appropriate resolution. We sincerely apologize for the frustration and inconvenience this situation has caused. Kind regards, Elma Okura Cookware Customer Service Team

Hi Marr, Thank you for your honest feedback! We’re delighted to hear that you’re enjoying the even heat distribution as you get familiar with your new pans. There can be a short learning curve when cooking without a traditional chemical non-stick coating. Using medium heat, allowing the pan to preheat briefly and adding a little oil should help reduce sticking. We truly appreciate your patience and hope the pans become even more enjoyable with every meal. Kind regards, Elma Okura Cookware Customer Service Team

Hi Valentin, We’re sorry that your experience left you feeling misled and unsupported. We understand that you contacted us shortly after placing the order and expected a response within the advertised service timeframe. Cancellation requests are always reviewed as quickly as possible, but once an order has entered processing, we may not be able to stop it before shipment. Nevertheless, the lack of a timely response and the difficulty reaching us by phone are not the experience we want for our customers. Please reply to our Trustpilot information request with your order number and email address so we can review the timeline, payment status, and cancellation request and provide you with a clear update. Kind regards, Elma Okura Cookware Customer Service Team

Hi, We’re very sorry for the conflicting information you received regarding the cancellation of your order. We understand how concerning it is to be told that the order was cancelled while no refund has yet appeared through Affirm, especially given the amount involved. Please respond to our Trustpilot information request with your order number and the email address used for the purchase. We will urgently verify the cancellation and refund status with our payment team and provide you with a clear update. Please note that once a refund is processed, Affirm may require additional time to reflect it on your account. We sincerely apologize for the confusion and inconvenience, and we want to ensure this is resolved properly. Kind regards, Elma Okura Cookware Customer Service Team