Lodge Customer Service

[klflowers]

I happened to stop at the Lodge factory store yesterday, mainly because I wanted to eat at the relatively new Big Bad Breakfast restaurant that Lodge runs. The food was excellent - I had an omlette with a tomato gravy that was " off the chain". And the coffee was good. I'll definitely eat there again. Anyway, I have a 6 quart enameled Lodge Dutch oven, but the enamel in the lid is chipped and the underlying steel is rusted. I have been meaning to look into getting a new lid but procrastination is my middle name. Since I was there, I asked if I could just buy a new lid but the sales rep said they don't sell them by themselves. I know I can probably find one online, but like I said, I was in the store. I was just about to buy a new Merican made one because why try and save money when I thought to ask what to do with the damaged lid. I was referred to a manager, and she said bring the damaged lid to the store and they will exchange it. For free. Now I'll probably buy the overpriced Merican model and give my old one away. Here is a pic of the chipped enamel.

I always liked Lodge, now I like them even better.

[Spinaker]

Yeah, Lodge is amazing. I love them. Glad to hear they helped you out. Aaaaaand the food was exceptional. That omelette sounds amazing.

[RichieB]

Glad to hear this and I'm so jealous you can go to one of their stores. Actually I'd most likely get in a lot of trouble with a visit.

[klflowers]

I don't go very often lol

[FireMan]

It sounds like they still know they are in the people business. Cast Iron is whut they git fer their people. I’d be like you & RichieB , I’d be in trouble just walkin in.

[CaptainMike]

I bought one of their Merican made enameled DO's a few months back. I cooked one thing in it and was handwashing when I noticed a blemish in the enamel. I called their CS line and a woman with a wonderful Tennessee accent answered. I explained my dilemma and she started a claim ticket for me. I sent in a couple of pics, they looked at them and then sent me a brand spankin' new Merican made enameled CIDO, telling me to do what I wanted with the original one. It just so happened to be one of my best friend's birthday so I gifted it to her. Great customer service and they have a customer for life (or whatever's left of it, anyway...).

[Panhead John]

That’s awesome Mike! Way to go on the re-gift too….👍

[FireMan]

Well, way to go with the rest of yer………

Never mind!

[texastweeter]

It's refreshing to find a company that stands behind their product. Hope they also treat their employees equally well.

[klflowers]

The people working in the store were all very pleasant, as were everyone in the restaurant. I have been to the store several times and they are always nice.

[troymeister]

Good to know, I just bought my first Enameled 6 qt DO. It should be arriving tomorrow. I wanted an enameled one for a long time.

[Panhead John]

I just bought my first enameled one too last year, you’ll love it Troy! It’s the red Lodge 6 qt.

[Porkies]

I don't remember if I posted this when it happened, so I will follow up klflowers post with my email experience concerning Lodge.

I had ordered a regular CI dutch oven and when it arrived the box was damaged and re-taped. I opened it up and pulled out the D.O. believing there wasn't much which could harm it. It had some rust on it, not a lot, and a couple of "dents" or maybe just manufacturing defects (none which would affect it's use) is a better explanation. I decided to email them because I found the lid wasn't fitting just right. I honestly wondered if during shipping someone had replaced the new with an older DO. At the time, I was unhappy with fedex already for leaving my wife's diabetic supplies on the porch of a house down the street... 3 different times!... and I just didn't trust the service. I explained all of this in the email.

The woman who replied to my email asked me to send photos showing what I described. I did so, including a photo of the box as well. 3, maybe 4, days later I received a REPLACEMENT for the DO. I immediately checked email and there was a message from her that day asking me if my new DO had been received. I thanked her for the prompt response. I told her I didn't expect a new delivery and should I send the previous DO back to the shop. She said they didn't take back anyone cookware after delivery, but that she believed I had not gotten a product to their standards.

Lodge's customer service brought to spend more money in the time since, including an enameled DO, a larger skillet, and a CI storage stand.
I will purchase their products whenever I have use and money to spend!

[realdocBBQ]

This is really encouraging - hard to even IMAGINE a company that stands behind its products to this degree anymore. I will DEFINITELY be looking hard at Lodge in the future when I need more CI.

[bmillin]

FYI - I bought a Lodge baking pan through Amazon. It had a minor little bump on the cooking surface, just enough to catch a scraper. Checked with Lodge, they told me any issues had to be addressed through Amazon.

[klflowers]

So I finally made it back to the Lodge store with my chipped Dutch oven lid. Luckily I had brought the pot as well, because they replaced the whole shooting match. And because they are so nice - I am not exaggerating, they are all excellent people - I went ahead and bought a made in Tennessee pot. As an aside, my new significant other lives in Murfreesboro so I drive past South Pittsburg and the just off I24 factory often. Much to often. Anyway, the red pot on the right is the replacement, and the National Champ Michigan Wolverine blue one is the made in TN one.

[klflowers]

TripleB it is a pot protector. It is rubber. It keeps the lid elevated to prevent moisture from building up during storage, and it prevents chipping in case the pot gets jostled in storage with the lid in place. A set was included with the blue one too. I had to look it up lol

[Huskee]

Go Blue!

[RichieB]

I have the red one and do use the clips. I believe there are 6.