Customer ReviewsforSTEELMADE

I purchased an outdoor flat top for my ***** grill and at first I loved it. Then it started warping. It is now basically that one cookie sheet everyone owns that buckles as soon as it's heated up. I followed all instructions and communicated with Steelmade along the way. They provided some tips, etc. but it still warps to the point where it is unusable for anything round or runny (eggs). My bigger issue then the lack of quality is that their CS is very dismissive. If you look at their reviews and review responses, you get a clear "our product is superior" vibe from them so it doesn't really matter what happened to you. It should also be noted that they do not (that I could find) have a warranty on their flat tops. They have a refund policy but it says you can return it unless it's used. Well.....what if issues don't come up until you've used it? If I had researched BBB and other places a bit more I would not have purchased from them. I would have just gotten a **********. For being from the midwest (Kansas City) I expected a bit more integrity from them as a company. Disappointing to say the least. I was SO excited to tell others about my flat top but I can't do that anymore. Not high enough quality for the price.

*************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *************************************************************** *********************
To address Mr. ******** complaints specifically:

Steelmade offers a superior product manufactured from the highest quality American Steel. All standard flat tops are made from incredibly thick 3/16" steel that is twice as thick as that used on similar sized ********** Griddles (we actually manufacture upgraded replacement for ********** as well) and up to 3 times thicker than cast iron skillets. Despite all of this, if a customer ignores instructions and exceeds recommended cooking temperatures or otherwise abuses the product it is entirely possible to warp even such a thick piece of steel. Metal behaves very consistently and predictably in this manner.

We offer a lifetime warranty on all of our products that covers material and workmanship. This does not cover damage to a product from misuse. We have a clearly stated return policy that we cannot accept used cookware as these cannot be resold or reused due to sanitary reasons.

Example A of the "vibe" I was talking about in my initial review. I did everything I was asked to do and followed instructions. Steelmade comments ignore that fact, insinuates that I did NOT follow instructions*************************. That's who popped up first when I searched for who your CEO was. *************************************************************** *************** Please send me a link to review your product on your website and I'll be happy to do so. Your treatment of customers who happen to have a bad experience with your product is insane. I was pretty much ok with everything until your CS rep basically said "sucks to be you" and sent me on my way. We're now at a point where the low quality of customer service is on display rather than the (supposed) superior quality of your metal.

You used the product for over a month and loved it according to your first comments. After a month of use you contacted us saying you had warped the flat top and were provided with steps to try to mitigate the damage caused by overheating. A month after that you wrote in requesting a replacement after you said you weren't satisfied with the results. When we explained that it didn't qualify for a replacement because of misuse and overheating and offered additional help with questions you immediately threatened a BBB complaint, credit card chargeback, and threatened negative reviews on social media. Yes, we were done providing assistance at that point. No, we weren't going to provide a free replacement on a product damaged from misuse 2 months after purchase.

I purchased a Steelmade Pro only to have the control panel on my ** gas range quit working after 4 uses! I had to replace my oven. After contacting Steelmade, they took NO responsibility-would not even refund the purchase amount for the flat top. Their response was that my oven did not have the correct specs for minimum cook space, however, this is not true. My husband's at home measurement as well as the product specs indicate more than ample room. I loved the flat top, but it wasn't worth the hassle and money I had to spend. Now we have a heavy piece of junk in our garage. Please do NOT buy from this company.

Our website offers a Fitment Checker, with a fitment guarantee, as well as product picker to help ensure that the product chosen is the correct size. The product page listed that a minimum depth of 21" was required. Since the stove in question had a control panel at the front, with a 2" lip and a vent at the back, it limited the grate space to around 19". Had she contacted us prior to purchase or read the minimum requirements, this could have been avoided. The instructions for the Flat Top also mention not to use it if it doesn't fit properly. If it is hanging off your grates, that's not a proper fit. We provide specs of the dimension on the website as well and really try to make it as easy as possible. We have hundreds of 5 star reviews from people who have chosen the correct product. Unfortunately, after all of our efforts to make choosing the correct product easy and readily available, the information was not utilized and the incorrect product was chosen, which resulted in damage.

With all due respect, the Steelmade pro did NOT hang off my grates as you erroneously suggest. Furthermore, I noticed following our final correspondence that you have updated your website to make it easier to check the fit. I emailed you the specs for the stove following the incident AND I GRACIOUSLY requested reimbursement for the SteelMade Pro only and not the oven replacement (although I should have) and you refused a refund. IF your item is so specific that it can completely destroy a home oven, perhaps it shouldn't be offered at all. Honestly, I have purchased MANY items over a 30 year span for my home and specifically my kitchen and I have NEVER had an incident like this nor have I been confronted with a company that not only refuses to take responsibility but deflects blame onto its customers. I hope you take this opportunity to reflect upon your customer service and make some much needed improvements.