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There are plenty of retailers out there selling high end Japanese knives, but very few actually back them up with reliable customer service. This review is specifically about my experience with their customer support, which fell short.

They advertise a 15% discount if you sign up with your email, but good luck actually getting that code. I've called multiple times and waited forever on hold while their team supposedly escalated it to a manager. Still nothing. Skip this company and go somewhere else.

This company sent me a knife that was covered in rust. I shipped it back for a replacement, but they claimed they never received my replacement after I'd already mailed the defective one. I'm out almost $200 and the knife isn't even available anymore. The whole situation feels sketchy. I can't recommend this place to anyone and wouldn't trust them with a purchase again.

They sent me a used pan that wasn't even the correct item I ordered and then refused to give me my money back.

I bought an expensive cookware set back in August and one of the big pots had pitting issues. When I contacted them over a month later, they told me to reach out to the manufacturer instead. What's the point of buying from them if they won't help? Their answer is basically zero. Unless you want to deal with a company that passes the buck and doesn't care about customers, skip this place. They're clearly just interested in the sale, not the relationship. You have other options out there.

I bought a Japanese knife that's honestly the sharpest one I own. While slicing some garlic I must have angled the blade wrong and a small chip broke off. When I reached out to the company, Jennifer in their service department went above and beyond. They fixed the knife and it looks brand new. Jennifer kept me updated every step of the way, from repairs to shipping. I couldn't be more satisfied with how they handled it.

I've been a loyal customer for years, but my recent experience left me frustrated. I spent over $200 on a pair of All Clad D5 cookware and paid extra for protection against shipping damage. The 12 inch pan arrived with a visible dent on the inside. I sent photos to their support team as they requested, only to be told that paying for damage protection doesn't guarantee the item won't get damaged anyway. That made no sense to me. They refused to exchange it and only offered a return, which was disappointing since this was supposed to be a wedding gift. I placed my order in late April and didn't resolve it until mid-May. The whole process took forever. I expected better from a company I've supported for so long.

I grabbed a Demeyere roaster on their Black Friday sale for $200. Delivery was quick, but when I looked it over I noticed scratches on the inside. After seeing other reviews, I'm starting to think they might be selling factory seconds or returns as new items. The level of wear on what should have been brand new cookware really surprised me.

I bought German knives from them twice, four knives total, and every single one had visible flaws. When I complained to their second agent, they actually argued with me and denied the damage even though my photos clearly showed missing text on the blade imprint. The protective cover that came with it was gone and the box looked beat up. Another knife had obvious handle issues.

My knife showed up super fast and both the inner and outer packaging were in perfect condition when it arrived. Unfortunately, the blade itself had some issues that definitely didn't happen during transit. I found scratches along the blade edge near the heel on both sides, and grinding those out on the back was really annoying.

If they offered ten stars I'd give them that. My first order had a defect, so I contacted their team and they responded right away. They replaced the bad Dutch Oven without charging me anything. That's what real customer service looks like. They've definitely got my repeat business going forward.

Not satisfied overall. This company really needs to work on their customer support team and get their shipping times faster.

I placed an order for over $350 and immediately ran into problems. Their checkout looked like something from the 1990s. A customer service rep called to say they couldn't verify my billing address, which was strange. I used a solid credit card with a good limit. After I confirmed everything on file was correct, they still wouldn't process the payment six hours later. I even sent them a bank statement showing the card company had processed it. I asked to speak with someone more experienced in these situations, and their response was to suggest I pay through PayPal instead. Really? Why couldn't I just talk to another person there? The whole thing felt unnecessarily complicated.

I recently found cutleryandmore and I'm impressed. Their inventory is really solid and they run sales pretty consistently. Within ten days I placed several orders and used their returns process too. Returning items was painless and free, plus their staff was friendly and helpful. One thing I like about them is you don't have to create an account every time you shop. Just order fresh each time, and your browser can fill in your info automatically. Tracking orders and returns is simple through their email confirmations. Shipping is quick with UPS and they answer product questions fast. I'm definitely a fan now.

This website is really straightforward and doesn't waste your time navigating. Prices are competitive, delivery happens fast, and they seem to always have what I'm looking for in stock. Honestly, I haven't found anything to complain about with these folks.