Le Creuset apologizes to customers following mystery boxes’ controversy

French Cookware company Le Creuset posted an apology on their Instagram Monday after complaints that recently purchased mystery boxes were not as advertised.

The company held a Factory to Table sale last week at the Connecticut Convention Center in Hartford.

Fans of the brand filled the center to cash in on popular cookware and limited-edition products.

The company says it offered a sale during the event on mystery boxes guaranteed to have $300 worth of items inside for VIP ticketholders who spent over $150.

When customers got their boxes, many reported feeling disappointed by the limited items inside.

The company’s full statement can be found below:

"We want to take a moment to address our recent Factory to Table Hartford event. First and foremost, we owe you an apology. We are a brand rooted in 100 years of hospitality, and we fell short when the ticketing platform and Mystery Boxes did not live up to expectations for all FTT guests. We're truly sorry for the disappointment in not achieving the standards expected at our events.

When we first introduced Factory to Table events over eight years ago, we started small and included Mystery Boxes to surprise and delight attendees. The scale was very different, and as our community has grown, so have expectations across many more attendees. We realize our processes and communication must evolve as we grow, and we're reviewing our ticketing system, Mystery Box availability and communication processes to make sure everything is clear, fair and transparent moving forward.

For anyone who received a Mystery Box below the guaranteed $300 value, or damaged product, we've set up a dedicated inbox to make things right. Please reach out to factorytotable.us@lecreuset.com so we can connect with you directly. Your passion is what makes these events so special, and we don't take that for granted. We appreciate you holding us accountable, and we're committed to doing better in the future.”