ComplaintsforAnchor Hocking

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, Oct. 26, 2024, I was taking my Anchor casserole dish out of the oven when it exploded in my hands, sending small shards of glass everywhere in my kitchen. I am the mother of two twin infants and had a dog, all the kitchen at the time. This created tremendous anxiety that turned into anger that my casserole dish is not heat-resistant in a 450-degree oven which is standard for cooking. The glass shattered inside my oven, in the drawers and on the floor.The company's response telling me, hey! It only breaks in small pieces angers me even more and offers no apology or acknowledgement of what happened."We would like you to know the material used in glass bakeware is soda lime glass, which has been subjected to a manufacturing process known as tempering. It is the same process used to produce tempered safety glass found in many windows or glass shower doors, etc. A characteristic common to this glass is the manner in which it breaks. It will generally break into many smaller rounded pieces (some larger), which are less likely to cause serious injury," *** ********, Consumer Affairs, wrote Oct. 29.I want a refund of my three-piece casserole dish set or I want you to send me a new set. Your company creates a substandard project and staffs with a "consumer affairs" specialist who did not respond with an ounce of human empathy.

  Business response

  10/31/2024

  Dear Better Business Bureau,
  

  Anchor Hocking bakeware products have been a reliable and safe part of households worldwide for generations.
  
  We received an email from ********* ****** regarding a problem she experienced with her baking dish. Ms. ******* message listed the baking temperature used was 450F.  We responded by telling her this baking temperature is beyond the maximum temperature of 425F as listed on our care/use/warranty (included with bakeware purchase), along with our bakeware packaging, and Bakeware Fact on our website.  
  
  Ms. ****** responded to our message stating she would keep this information in mind for future purchases. Seems like you do not make reliable and safe products that fit regular customer baking needs.
  
  ********************** bakeware has proven to meets consumers baking needs and is safe and reliable.  However, it is not without limitations and like all glass, it can break.  If a problem occurs with our tempered bakeware the glass generally breaks into many smaller and some larger pieces.  These pieces have proven to be less likely to cause severe injury.   
  
  Regardless of the safety measures taken by Anchor Hocking to strengthen and ensure the quality of our products, a 450F baking temperature exceeds our maximum baking temperature of 425F. Properly using Anchor Hockings bakeware is a critical step in maintaining its integrity and safety. All care/use/warranty instructions must be followed.
  
   Due to the failure to follow our care/use/warranty instructions by exceeding the maximum 425F baking temperature we decline to offer Ms. ******* reimbursement request.
  
  However, as a courtesy if Ms. ****** would like a replacement Anchor Hocking baking dish if she provides the shape and capacity size of the dish we will send a replacement with our compliments.

  Ms. ****** may then expect delivery within the next 6-8 weeks.
  
  Sincerely,
  
  ANCHOR HOCKING COMPANY
  
  ******** *******
  Manager Consumer Affairs 

  Complaint #********

   

  Business response

  11/11/2024

  The business supplied the attached as a response to the complaint.

  Customer response

  11/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22490001
  
  I am rejecting this response because you make a dangerous product and show no empathy when its explodes all over in a kitchen where there are young children on the floor. Your customer service is poor.: 
  
  Regards,
  ********* ******

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought their product at **** ***** , it was supposed to be " oven cookware" , long story short the dish EXPLODED in my oven . I called the company , very rude people , she told me to send an emai and the responsible person will answer " whenever she feels like it " These people should NOT have a job and these dishes should not be sold ! Ruined both of my lunch dishes but the real reason for this complain is their rudeness and carelessness . Not a surprise people don't wanna spent a dollar extra for such extraordinary service and product ( sarcastic ) I rather buy made in china that cost less and if i did have a problem i will receive help ! Nasty people working at that business , i want a refund not a replacement since this is scary stuff Attached is a pic of the mess , left side is their great product !

  Business response

  10/29/2024

  Anchor Hocking bakeware products have been a safe and reliable part of households worldwide for generations.
  
  We have received an email from ***** ***** and a Better Business report from ***** ***** having the same email address regarding a problem experienced with her baking dish. Additionally, we cannot find a record of a phone conversation with Ms. ***** regarding this matter.  However, her comment regarding our response to her concern has been reviewed with our phone representatives.
  
  In our email message to Ms. *****, we explained that Anchor Hocking bakeware products have been subjected to a manufacturing process known as tempering.  It is the same process used to produce tempered safety glass found in many windows or glass shower doors, etc.  A characteristic common to this glass is the manner in which it breaks.  It will generally break into smaller and some larger rounded pieces, which are less likely to cause serious injury. A warning on our care/use/warranty and bakeware packaging describes this mode of failure.
  
  
  For over forty years tempered bakeware has been in the home we have a failure rate of less than two-thousandths of one percent (0.002%) from the millions and millions of bakeware that has been sold. Additionally, with approximately 700 million pieces of manufactured tempered soda-lime glass bakeware being sold in the US in the last 10 years and each piece used multiple times per year by the consumer there are minimal unsubstantiated claims of injuries from glass bakeware unexpectedly breaking or shattering, as reported by ******** ********** ****** ************ ****** ********   The information provided by ***** is used by product safety experts to assess the risk of consumer products.
  
  
  It is also important to Anchor Hocking when we hear of a problem to determine the cause of the incident.    We asked Ms. ***** if the damaged glass was available to have it returned for product analysis. Anchor Hocking’s care/use/warranty and bakeware packaging states do not dispose of damaged product. A UPS return label would also be provided.  To date we have not received an email response from Ms. ***** regarding this matter.  Unfortunately, without having the glass for product analysis we are unable to determine the cause of the incident.
  
  We also stated a replacement baking dish would be issued with our compliments.  Because Ms. ***** has now requested a refund of $10.00 for the dish it will be issued as a courtesy.  She may expect the reimbursement within the next 9-12 weeks. 
  
  Finally, manufacturers of tempered soda-lime-silicate bakeware, including Anchor Hocking, have studied, and evaluated the safety of glass bakeware. Making the bakeware stronger, more durable with fewer injuries has been and continues to be a top priority for the Anchor Hocking Company. 
  
  Sincerely,
  
  ANCHOR HOCKING COMPANY
  
  ******** *******
  ******* ******** *******
  

  **********

  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 4 cup Anchoring Hocking glass measuring cup at ******** It had all the measuring amounts on the cup in red. I have used in microwave and washed in the dishwasher. I know its a dishwasher safe cup, so Im wondering why its this way. Not the useful without the markings. Also, I have an Anchorfive ounce measure cup that shows ounces, teaspoons and ml measurements. No red marking on it either. I will be glad to send them to you for your inspection. Thank you for your help in this problem.

  Business response

  07/10/2024

  Thank you for taking the time to contact the Anchor Hocking Company.
  
  Anchor Hocking strives to maintain high quality standards to produce the finest glassware available in the marketplace today and in the future.
  
  The removal and/or fading of the enamel on Ms. ****** measuring cup and glass is not due to the manufacturing of the measuring cup or a manufacturing defect. Since the mid 2000s the United ***************** and Proposition 65 mandated all US glass manufacturers must use high fire enamels on all decorated products. High fire enamels are less vibrant in color and in durability.
  
  No matter what US glass manufacturer produces decorated products including measuring cups and glass since the mid 2000s there will no longer be years and years of durability from the high fire enamels.
  
  Anchor Hocking suggests avoiding using high power gel pacs, citric acid dishwashing detergent, citric acid additives and Lemi Shine. These products can accelerate removal and fading of high fired enamels.Hand washing with a non-citric acid dishwashing detergent will help extend the life of the high fired enamels on decorated glassware products.
  
  Additionally, our five-year bakeware warranty states we will replace the glass bakeware within 5 years of purchase. The warranty does not include the removal and/or fading of the enamels. However, because we would like ************** to continue to use Anchor Hocking products as a courtesy, we will send a replacement measuring cup and glass with our compliments.
  
  ************** may expect delivery of the measuring cup and glass within the next 6-8 weeks.
  
  Sincerely,
  
  ANCHOR HOCKING COMPANY
  
  *******************************
  Manager Consumer Affairs
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Writing to request mitigation of a simple matter: the replacement of a lid for glass food container. Approximately, I had sent an electronic transmission through the Anchor Hocking website. I received no reply. I telephoned and left a voicemail last night. For three business hours I received no callback so I dialed in again. Business to business answered but had to transfer me to consumer affairs. Consumer affairs did not answer but played a message asking for up to 48 hours for a returned call. Enough waiting. Please take action to fix this matter. I am willing to buy a replacement lid, preferably metal.

  Customer response

  04/04/2024

  *** ******* I emailed your office shortly after filing complaint 21524979 to ask the complaint be cancelled. 
  

  
  

  Please see attached. 

  
  

  I even telephoned in and we attached a message to the file to cancel the complaint. 

  
  

  Please retract the complaint. 

  
  

  The company, anchor Hocking did reply to me just hours after I filed the BBB complaint.

  
  

  Thank you. 

  *** *******

  
  

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cooking a roast in the oven today and it shattered when I opened up the oven door this is very dangerous the glass went everywhere all over the kitchen I have a little one in the house that was with me when I opened up the oven and so she experience glass This is not safe

  Business response

  02/27/2024

  Better Business Bureau
  #********
  
  Anchor Hocking bakeware products have been a safe and reliable part of households worldwide for generations.  Product quality continues to be our highest priority.  
  
  The material used in glass bakeware in the marketplace is soda-lime-silicate glass, which has been subjected to a manufacturing process known as tempering.  It is the same process used to produce tempered safety glass found in many windows or glass shower doors, etc.  A characteristic common to this glass is the manner in which it breaks.  It will generally break into smaller and larger rounded pieces, which are less likely to cause serious injury. A warning on our care/use/warranty and bakeware packaging describes this mode of failure.
  
  For over forty years tempered bakeware has been in the home we have a failure rate of less than two-thousandths of one percent (0.002%) from the millions and millions of bakeware that has been sold. Additionally, with approximately 700 million pieces of manufactured tempered soda-lime glass bakeware being sold in the US in the last 10 years and each piece used multiple times per year by the consumer there are minimal unsubstantiated claims of injuries from glass bakeware unexpectedly breaking or shattering, as reported by National Electronic Injury Surveillance Survey (NEISS).   The information provided by NEISS is used by product safety experts to assess the risk of consumer products.
  
  Anchor Hocking’s glass bakeware products are manufactured in full compliance with industry standards set by Cookware Bakeware Alliance. For additional information regarding tempered bakeware products please visit (link redacted). 
  
  We have no record of ******** ******* contacting us regarding the problem she experienced with her bakeware.  Therefore, we ask if the damaged glass is available, for it to be returned to us for product analysis (as much as possible, unclean).  Without having the damaged glass for analysis, we have not been given the opportunity to determine the cause for the failure.  We are also unable to verify it was an Anchor Hocking bakeware product.  Our care/use/warranty, bakeware packaging, and Bakeware Facts on our website at (link redacted) also list if you have a broken Anchor Hocking product, please be sure to keep all pieces of the product.  Pictures will not determine the cause for the incident.  Once the analysis is completed, we will be in contact with ******** ******* with the resolution to this matter and any requested compensation she may be entitled to.
  
  Because we would like ******** ******* to use Anchor Hocking products, if she provides her full address (NO PO BOX) we will send a complimentary baking dish and beverageware set with our compliments. She may then expect delivery within the next few weeks.
  
  Finally, manufacturers of tempered soda-lime-silicate bakeware, including Anchor Hocking, have studied, and evaluated the safety of glass bakeware. Making the bakeware stronger, more durable with fewer injuries has been and continues to be a top priority for the Anchor Hocking Company. 
  
  Sincerely,
  
  Anchor Hocking Company
  
  ******** *******
  Supervisor Consumer Affairs
  

  Customer response

  03/10/2024

  Hello, I threw away all the broken glass and in one photo it shows the companies logo of anchor so That would be nice if you sent me a complimentary set of the dishwater. I’ve used this product for 40 years so I hope this will not happen again. My address is ***** **** *** ** ***** **   name ******** *******. Thank you **********
  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the set of 12 pieces the two largest bakeware sets I received were both broken. I tried filing a claim the 1800 number simply will not pick up the phone when it comes to a warranty claim. When you call another department about it they get very angry but they are the only ones who pick up the phone. I finally made my claim on August 8th it is September 20th at the time of my writing this. When I contacted them on the 8th they said "expect a 4-5 week wait for your replacement" we are now going on week 6 and I cant get anyone on the phone or anyone to answer my emails.

  Business response

  09/25/2023

  Anchor Hocking glassware products have been a safe and reliable part of households worldwide for generations.  We strive to understand and resolve all product issues. 
  
  *** ****** first contacted us on August 8, 2023, asking for replacement dishes.   We responded if he provided the size of the dishes along with his address replacements would be issued.  We received our requested information and replied to *** ****** again on August 9, 2023, that he could expect delivery of the replacements within the next 4-5 weeks.
  
  September 19, 2023, *** ****** contacted wanting to know the status of his replacement request as it was over 5 weeks.  We responded that due to severe staffing and stock issues there was a delay in sending his request.  We asked to allow an additional 10-14 days in receiving his request.

  
  Checking the status of *** ******’s request, the replacements have been shipped and delivered on September 23, 3023.  The request was shipped by UPS tracking number ******************.
  
  Sincerely,
  
  Anchor Hocking Company
  
  ******** *******
  Supervisor Consumer Affairs
  

  
  

  Business response

  10/02/2023

  Anchor Hocking received your second report from ***** ******.
  We spoke to ***** ****** on September 29,2023 regarding his concern with his replacement bakeware dishes. As explained to *** ****** the aesthetic marks on that bottom of his dishes are from our molds. The marks occur over time to the molds as they age. The molds are still useable, and these aesthetic marks will be noticeable in our bakeware products until the molds are retired.

  The aesthetic marks again are visual imperfections that will not affect the usage of the glassware and within Anchor Hocking’s tolerance packing range. After our explanation *** ****** stated his bakeware leaks at the marking sites.

  We asked for the bakeware to be returned for product analysis. *** ****** stated he would if we sent him a prepaid shipping label. The label was emailed to *** ******’s on September 29, 2023. When the analysis is completed, Anchor Hocking will be in contact with *** ****** with our analysis findings.  Additionally, we offered a refund or replacements (will have the aesthetic marks) and wait for *** ******’s reply.

  Sincerely,
  Anchor Hocking Company
  

  ******** *******
  Supervisor Consumer Affairs
  

  
  

  Customer response

  10/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20630058
  
  I am rejecting this response because: you claim they are fire markings when I just want a product that isnt damaged.
  
  Regards,
  
  ***** ******

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I puchased a 30pc Snugfit Glass Storage set from ******* on 05/18/2023. Right out of the box one of the '4 cup' dishes had a chip in the lip. Sharp and dangerous. Their QC leaves much to be desired, in addition to their lack of packing materials. The warranty packet that comes with the set only lists Anchor Hocking's website as the warranty contact. No phone number, and no specific method to contact them regarding just warranties. Very inconvenient to not have a dedicated message center for warranty claims. I doubt I'll ever hear from them. This will be the last AH product I buy. But I paid for it, so I want a replacement.

  Customer response

  07/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted Anchor consumer and miss *** ******** refuses to replace this Anchor baking glass ware that shattered while baking at 350F the meat loaf at the desired temperature in my electric oven . Miss *** keeps asking me to to send her the UPC code or packaging of this fine smashed up glassware that costa $16 in order to replace . It’s clearly obvious that I cannot duplicate this information for her without having to repurchase another one ??.I will like for *** ******** to replace my dish for me and thank you all

  Business response

  02/22/2023

  Better Business Bureau
  #********
  Anchor Hocking has received several messages from ******* ******* regarding the problem experience with their bakeware. 
  
  We apologized for the problem experienced an offered a replacement baking dish.  We stated to provide the size and shape of the dish and the replacement would be issued. After several emails asking for this information it was finally provided on February 3, 2023 and listed below
  
  UPC ************  of the set I had 
  Thanks again 
  
  ******* ******* 
  

  Anchor Hocking replied, a replacement baking dish and cover would be issued with our compliments.  We listed to expect the replacement request within the next 6-9 weeks.
  
  Anchor Hocking has listed below ******* ******* reply to our message and suggest ******* ******* review their messages for the thank you response.
  
  Thank you very much for your generosity 
  ******* ******* 
  
  On Feb 13, 2023, at 8:27 AM?
  

  Thank you for taking the time to recontact the Anchor Hocking Company.
  

  We have issued a replacement 3 quart (largest dish in set) with our compliments.  As a courtesy we will include a cover (warranty is for glass baking dish only). You may expect delivery within the next 6-9 weeks.
  

  On February 20, 2023, we again received an email from ******* ******* stating the Better Business Bureau would be contacted as we refused to replace the dish.   We responded  asking for review of the thank you response to our email sent February 13, 2023.
  
  The replacement request has been issued and I have asked our Shipping Department to ship as soon as possible.  ******* ******* may expect delivery within the next few weeks.
  
  Sincerely,
  
  Anchor Hocking Company
  
  ******** *******
  Supervisor Consumer Affairs
  

  Customer response

  02/22/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was cooking spaghetti squash and butternut squash in the oven at around 350 as I have done many other times. About 20min into cooking I heard a very loud noise...wasnt even sure where it came from at first. After looking around the kitchen and seeing nothing I opened the oven only to find that the dish had literally exploded in the oven ruining dinner. Let me tell you, this was a fun mess to clean up. It wasnt like the dish just cracked - it actually shattered into lots and lots of pieces. I was shocked. I also figured that even though my time would be wasted cleaning up this huge mess and my dinner ruined that I could at least contact Anchor and get a replacement dish. Unfortunately I was wrong. Hopefully something will be done after I file this complaint but at this point I dont expect much. It seems this is not an isolated incident and Anchor doesnt seem to care! The fact that so many others have written reviews of almost the same thing happening really says a lot about the quality of Anchor Glassware and how much they care about their customers. Exploding glassware is dangerous! Luckily for me the dish was in the oven when it exploded so the glass was contained and no one was hurt (just hungry since dinner was obviously ruined. A company this well known for their glass BAKEWARE should really stand behind their products and at the least offer an apology and replace the broken dish especially when it is obvious that it was being used as it was intended to be. Its honestly the least they could do.

  Business response

  02/16/2023

  Better Business Bureau
  #********
  Anchor Hocking bakeware products have been a safe and reliable part of households worldwide for generations.  Product quality continues to be our highest priority.  
  
  The material used in glass bakeware in the marketplace is soda-lime-silicate glass, which has been subjected to a manufacturing process known as tempering.  It is the same process used to produce tempered safety glass found in many windows or glass shower doors, etc.  A characteristic common to this glass is the manner in which it breaks.  It will generally break into many smaller rounded pieces, some larger, which are less likely to cause serious injury. A warning on our care/use/warranty and bakeware packaging describes this mode of failure.
  
  For over forty years tempered bakeware has been in the home we have a failure rate of less than two-thousandths of one percent (0.002%) from the millions and millions of bakeware that has been sold.  When we hear of reports it can be bakeware that is new to over forty years old.  This can be deceiving to consumers reading reports on the internet.  Our bakeware is manufactured in full compliance with industry standards set by Cookware Bakeware Alliance,
  
  For additional information regarding tempered bakeware visit https://www.********************************
  
  We have contacted ******* ******* regarding the problem she experienced with her bakeware.  To date we have not received a reply. Unfortunately without having her damaged baking dish for product analysis we are unable to determine the cause of the incident.
  
  Because we would like ******* ******* to continue to use Anchor Hocking products a replacement baking dish and complimentary item have been issued with our compliments.  She may expect delivery within the next few weeks.
  
  Finally, manufacturers of tempered soda-lime-silicate bakeware, including Anchor Hocking, have studied, and evaluated the safety of glass bakeware. Making the bakeware stronger, more durable with fewer injuries has been and continues to be a top priority for the Anchor Hocking Company. 
  
  Sincerely,
  
  Anchor Hocking Company
  
  ******** *******
  Supervisor Consumer Affairs
  
  

   

  
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 sets of their Clear Glass Cafe 16 oz Mugs (4 mugs in each set). The mugs are horrible. On each of the mugs the handle has a protruding and sharp seam going from top to bottom centered on the handle. This makes it painful to try to hold the mug. I have twice previously called their customer number, ###-###-####, during what would be normal business hours but was told I had to leave my phone number and would get a call back within 48 hours. My calls were never returned. I just left a a third voice mail. I want the company to replace the mugs.

  Business response

  11/09/2022

  Dear Ms. ******,
  
  Anchor Hocking is proud of our products and responsiveness to our consumer questions and concerns.  .
  
  We have contacted **** ****** and resolved his claim. Because we would like Mr. ****** to continue to use Anchor Hocking products replacement Café mugs have been issued with our compliments. He may expect delivery within the next few weeks.
  
  If you have further questions regarding this matter, please contract.
  
  Sincerely,
  
  ANCHOR HOCKING COMPANY
  
  ******** *******
  Supervisor Consumer Affairs

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩