Scanpan
Verified5 reviews
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Bought a 3 stage water fill knife sharpener from Vic Basement. What a wonderful tool. Kept knives sharp, easy to use. Wonderful. I could go on all day. Sadly, the pink middle wheel reached its maximum use and could no longer be used. So I check for replacement wheel parts. No, none. So I have to throw out the whole unit. Now the reason for the one star. Go to page 5 of their catalogue and they talk about sustainability. Really you corporate hypocrites. No replacement parts, have to throw out a whole unit and you have the audacity to talk to us about your sustainability and that there is no planet B.
Well, I bought a GLOBAL brand similar sharpener and lo and behold they have replacement parts. At least they don't display hypocrisy like scanpathetic.
Oh my, you really are hurt about your hypocrisy. The real reason why people are aggressive is that they are sick and tired of having environmentalism rammed down their necks by people and organisations that don't practice what they preach. You also failed to add that you will soon be sourcing and stocking wheels on the website. Would that have led to a one star review. Definitely not, because I would have seen and understood that supply issues are still affecting business years after the event.
Once again the actual tool was phenomenal.I recommend the tool to all and sundry yet be weary that replacement wheels are not available making the whole unit disposable.
Ridiculous warrenty policy – I bought our first scanpan on 2017, it says 10 years warrenty. Couple months ago, some white spots showing on the pan. Last week I contacted scanpan, been told if you dont have the receipt, they will count the day of purchase is the manufacture date. They refused my claim. How ridiculous it is! Who will keep the receipt of a product 8years ago!
Hi. please send your recent correspondence with my warranties department to: warranty@sheldonandhammond.com.au I will advise the team that there is something coming in and I will review this for you. Please reference 'as per productreview.com.au 29.7.24 by Echo C'. Thank you
We have found your claim details so don't worry about sending again. I have reviewed your claim details and I note that you have no proof of purchase. As a result, we have no alternative but to use the factory manufacturing code as a point in time showing your pan is 13 years old. If you would like the pan assessed you can send to us using the freepost service provided, as no manufacturing fault is obvious on the photos.
Excuise me? The acutual age of the pan is not 13 years old! I repeat, I bought the pan on 2017! You choose not to trust your customer, the cuatomer will choose never to buy your products again.
Do Not Purchase – Do not purchase scanpan knives, extremely poor qualiy steel, corrode badly. Zero warranty, response from Scanpan was I placed them in the dishwasher which isn't true. The blade edge badly pit's with black coloured divots. Exspensive rubbish.
Thanks for your review Toran. SCANPAN knives are made from high quality German Stainless Steel renowned for its excellent mechanical qualities, strong corrosion resilience, and toughness. Furthermore, it is (and has been for many years) used by numerous other quality knife brands. We always recommend hand washing due to the potentially harsh chemicals associated with some dishwasher detergents. Blade edges should be kept sharp. We have a great 3 stage sharpener designed specifically for the SCANPAN 15 degrees angle knives. We have a 10 year warranty that covers ALL manufacturing faults.
Hi again Toran. I referred your comments on to my Warranty Team and they have no record of a warranty query from you.
Thank you for responding, the warranty response was via email, sadly I haven't kept the correspondence. Yes, I am fully aware of only hand washing as a dishwasher blunts the knifes anyway. I also purchased a Scanpan sharpener. No idea how to attach images in this format however the fault with the steel can be clearly seen in the images which I included in my original enquiry to warranty.
OK. Can you please re-send images to warranty@sheldonandhammond.com.au and quote 'as per productreview.com.au comments to brand manager 13.6.24' ? I will advise the team to expect your email so that I can be consulted upon receipt.
Will do, thank you
Scanpan frypan – Used carbonated iron frypan only once and it was damaged and rusty and the scanpan and Myer not taking any responsibilities.
Hello Faz. Thank you for your comments on this review site. The care instructions (and the detailed information on the website) are very clear on the way in which the Black Iron carbon steel range should be maintained. And, having only been used once, following the remedial instructions on how to repair pans that have not been maintained correctly should see your pan usable again.
A note to consumers buying carbon steel: this material is favoured by professional chefs around the world as it has superior frying abilities and can achieve a crispy and delicious crust. However, it is not stock standard non-stick (or even stainless steel) cookware. It needs more maintenance than standard aluminium and/or stainless steel. If the care instructions are followed, a Black Iron carbon steel pan will improve over time - the more it is used, the better the cooking results! Furthermore, it will build a non-stick layer over time - again, if the care instructions are followed.
Disappointment with Scanpans' "repair" of my faulty Fry Pan – I have owned various Scanpan products for many years now, and have been mostly quite satisfied with their products. My current 32cm Fry Pan has lost it's non-stick capability, and has a loose handle. I approached Scanpan (Sheldon and Hammond) regarding their 10 year Guarantee, sent my pan away for analysis/repair, and almost 1 month later had it returned to me with only the handle "replaced". However, the handle is still loose. I have contacted their Warranty Team via email to complain, but have had no response. Perhaps more insulting was to be told that they couldn't fault the non-stick capability, and suggested that I clean the pan better with a scouring pad in future. Not happy! The ACCC will be my next course of action.
Hello Pete. My colleague in Warranties did in fact respond to you yesterday. Perhaps you did not see it (transcript below)
Hi Pete, Thank you for your emails. I am very sorry to hear that the handle on your Scanpan Fry Pan has not been fitted correctly. We are enquiring up with our operations team about your pan and how the handle is still loose. We will be back in touch as soon as we have a response.
I was briefed on your pan yesterday and then made enquiries with our team at the warehouse to check what might have happened with your replacement handle. Our Operations Manager assured me today that the pan would have left the warehouse with a new (and not loose) handle, so perhaps it has come loose through postage and handling.
On the subject of 'P&H', with Covid-19 and related issues - especially with respect to lead times through Australia Post - we are are asking our customers to be a little patient as the process is taking longer than usual simply because their system is clogged (as you would no doubt be aware). Much of the 'one month' you mentioned has been transit in and out, not delayed by our internal process of review.
I would suggest the following course of action to address your 32cm Fry Pan: 1. I will send you a similar item to use whilst your pan is out of action. A 'loan' pan 2. Upon receipt of the pan we send to you, return your pan to us and we will replace the handle again 3. Upon receipt of your pan, you can send us the 'loan' pan
Please note that pans need to be packed appropriately to avoid damage in transit and that all of the postage and handling is free of any charge to you.
Furthermore, if you would like me to personally review your pan for the non-stick issue before you go to ACCC I would be more than happy to do so.
I have your email address and will send you an email so that you can advise instructions, or we can do it through 'productreview.com.au', whichever suits you.
Regards,
Steven (Brand Manager - SCANPAN)
Hi Steven, Thanks for your message. I did indeed see the response from your colleague (finally) on Thu afternoon, however had already submitted the Product Review Thu morning, apparently awaiting publishing.
My pan was returned to me on Mon 28th, and I emailed the Warranty Team on Tue morning to complain about the loose handle, without reply.
I wrote again on Wed morning, without reply.
Thu morning I submitted the Product Review, then later that afternoon saw Warranties’ response.
The pan handle could not have “come loose during postage and handling”, as it was very well packaged, and the box was undamaged.
And yes, I agree that much off the “one month” I mentioned is down to the inefficiency of Australia Post, in particular the last leg from Sunshine to my home, approx. 50kms (with no flooding) which took 7 days.
I’m pretty disappointed with this whole experience to be honest, and I’m certainly not going to be returning my pan again, in exchange for a similar item / loan pan in the interim. If you won’t replace my pan under warranty with regards to the 2 defects I have mentioned, then send me a new handle and I’ll change it myself.
Cheer’s,
Pete
Hi Pete.
I will arrange to send you another handle today.
Kind regards,
Steven
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I was unable to source spare part wheels originally for this unit.
However, like you, I am sustainably aware and will be stocking spare wheels shortly upon placement of next order.
But thank you for being so aggressive in your post here.
Always amazes me why people have to be so unkind on feedback sites- says so much about our world today.
If you would like to make contact with our warranty team I will ensure a spare wheel is sent to you free of charge- unless of course you have already thrown it out. Warranty@sheldonandhammond.com.au