u/Drdul

The OXO Good Grips Pro 10-inch non-stick frying pan is not made by OXO. We had a defect in our frying pan three months after buying it. OXO told us we had to deal with the manufacturer, The Cookware Company, who declined to replace the frying pan saying that despite the non-stick coating flaking off it “is perfectly safe for use.” We are disappointed that OXO is happy to market and sell the frying pan as an OXO product, but when something went wrong it was suddenly not an OXO product and OXO rejected any responsibility for it.

Three months after buying the frying pan a piece of the non-stick coating flaked off, about 3mm long x 1.5mm wide. My wife and I had only used the frying pan about two dozen times since receiving it, always with a plastic or rubber spatula. We followed all directions for proper use and hand-washed the frying pan. We have had many non-stick frying pans over the years, and while the non-stick properties eventually diminished, we have never had the coating flake off as in this case. We don’t want to use the frying pan in this condition as we expect that a coating that has flaked off so soon could continue to flake off and contaminate our food. Also, the part of the frying pan without coating will no longer be non-stick.

When I contacted OXO I referred to the “Better Guarantee” that states that “If you’re not satisfied with your purchase, we want to hear about it. We’ll replace it or refund you, because we’re here to make it better – guaranteed.” I noted that there aren’t any conditions or exclusions anywhere on OXO’s webpage, so I would expect the “Better Guarantee” to apply to an OXO branded frying pan just as it would to any other OXO product, regardless of who actually makes it. Despite this I was told by OXO that “Sadly, we cannot assist with you with your request,” and was again told to deal with The Cookware Company.

I contacted OXO support twice, I contacted the Cookware Company, and I even wrote to the OXO president, and got nowhere. All we wanted was a frying pan that we could use without concern. When we encountered a defect we expected OXO to “make it better” as the “Better Guarantee” promises. We have always thought highly of OXO and have a house filled with OXO products, some more than 20 years old. We used to think of OXO as a “buy it for life” company, but after this experience we’re now reconsidering our opinion of OXO.