Is There a Problem with the Rack Fitting Rectangular Stone?

[Sandibeach]

Hello,

I just had a compliant from 3 guests that the rack doesn't fit the rectanglar stone properly. It doesn't fit into the groves and it doesnt lay flat. If they try to use it the other way, there are inches on either side. I don't have one and haven't seen what they mean. Has anyone experience this? Help!!

 

[cmdtrgd]

It is not supposed to fit all the way down. If it did, it would slide out. It sits about 1/2 inch above the bottom of the rack. HTH

 

[Sandibeach]

Thanks! I didn't realize, so I asked them to go home tonite and try that. They said the groves on the rectangular stone didn't like up with the width of the rack. Does that make sense? Is it because they were trying to squish it to the bottom, that the groves line up if the stone sits above it?

 

[jdavis]

Yes, I am assuming that they are trying to get it to the bottom of the rack and it won't go down that far, if it did it would slide out, it is the tension that it puts on it that holds it in place, now on the other hand the medium round stone sits at the bottom of that rack.

 

[Amanda Goode]

Hi there!I'm sorry to hear that some of your guests are having trouble with the rack not fitting properly on the rectangular stone. I can understand how frustrating that must be for them.I personally haven't experienced this issue, but I would recommend reaching out to our customer service team for assistance. They may be able to provide some troubleshooting tips or even a replacement if necessary.In the meantime, you can also suggest using the rack in the other direction, even if there are a few inches of space on either side. It may not be a perfect fit, but it should still work effectively for cooking.I hope this helps and please let me know if there's anything else I can assist with. Thank you for being a valued Pampered Chef consultant and providing excellent customer service to your guests.