I purchased 3 new Ballarini pans from Penna & Co spending a total of $200. I was assured by the sales associate that these were excellent quality pans and would last a lifetime if properly taken care of. I used the pan 1 time and after washing it (when it was no longer warm) I accidentally dropped it from a height of about 3 feet on a wooden floor. This resulted in a significant dent to the pan. By no means did this reflect the quality that was communicated to me in the store or what I would expect for spending that much money on a set of pans. I concede that this is a user error and would not be covered under a warranty because it was dropped but when I brought the pan back to the store they weren't willing to do anything to keep my business other than take a picture and send it to the company rep (Henkle) to see if they would replace it. This was an opportunity for Penna & Co to go above and beyond on their customer service and when the company rep said they wouldn't warranty it Penna & Co said there was nothing more they could do. There was however something more they could do. They could stand by the quality of their product and replace a $60 pan to retain a customer. Rather than do this they offered a small discount if I were to purchase another new pan and when I said this was not satisfactory they said there was nothing more they would do. This is a perfect example of a company that COULD HAVE made an effort to go above & beyond with their customer service to turn a dissatisfied customer into a happy customer but simply chose not to. THERE ARE MANY OPTIONS FOR PLACES YOU CAN SPEND MONEY ON KITCHEN WARE, I RECOMMEND NOT SPENDING YOUR MONEY AT PENNA & CO. If anything goes wrong with your purchase they will pass the buck to the parent company and make no effort to satisfy you if those results come back negative. I am completely dissatisfied with the quality of customer service at Penna & Co and will choose to spend my money elsewhere moving forward. I suggest you do the same.