ComplaintsforKnife Aid

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Have a current 90 day sharpening subscription of 14 knives. Sent in 14 Wusthof Classic Ikon knives on 1/27/24 in their supplied package. Package was received on 1/29/24. **** tracking number **********************. On 1/29/24. Turn around on sharpening is 24 hrs from receipt. Left several voicemails and emails stating i need an update on these very expensive knives. $200+ per knife. Called again on 2/2 . No answer and states not accepting voice mail messages as system is not set ip. Not sure if business is no longer in existence since no way of contacting them. Forced to cancel current subscription as unknown status of company existence. Have been a customer with paid subscription since 2020. All i want is my hard earned knives that I trusted them to sharpened returned ASAP. Any help in getting someone from the company to respond would be greatly appreciated.

  Business response

  02/06/2024

  Hello *****,

  Thank you so much for reaching out to us regarding your recent order. We want to sincerely apologize for the delay in processing your order. As a valued customer of over a year, your loyalty to our company means the world to us. We expect your order to be delivered on Thursday, February 8, ****, via ***** with tracking number 9405511206217794458369.
  This year, we've been overwhelmed with an unexpected number of orders. While we're thrilled with the positive response to our services, we're sorry that we weren't fully prepared. Our main goal is to never let our customers down, and we deeply regret any inconvenience that led you to contact us through the Better Business site. Going forward, we're actively working on an expansion plan to better meet the needs of our growing customer base.
  

  *****, we send you our warmest wishes and hope that you'll be delighted with your newly sharpened knives. If you have any questions or concerns, please don't hesitate to reach out to us.
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in my expensive kitchen knives into Knife Aid on January 5th, received by them on January 8th by them. Their website clearly states a 24hr standard turnaround time for your knives. It is now January 17th and the canned response i get back from Knife Aid is that we are busy and cant give me any idea of when i will receive my knives back. I took a chance on this company, and would not do it again. It could be a month before I get my knives back or if at all. In the mean time, we have no kitchen knives to use.

  Business response

  01/23/2024

  This was by far the busiest holiday season we have ever experienced since our company began, so we did get backed up on our orders. We are grateful for the overwhelming demand for our services, and we are working tirelessly to sharpen and ship orders promptly while maintaining the highest quality standards. We understand the inconvenience this may have caused. Our primary objective is to deliver exceptional workmanship that cannot be rushed. **************** sharpened knives were delivered to him via **** on 1/20/24. Tracking number 9405511206217311451507.
  Delivered, Front Door/Porch
  *******, ** 85083 
  January 20, ****, 11:44 am

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent my knives for sharpening on December 23rd, 2023, and the company received them on December 26th. After emailing them on December 28th, I got confirmation of receipt without an automated email. Despite the understanding that the holidays (Christmas and New Years) affected this process, I havent received any further updates since. Typically, the knives should have been sharpened and sent back within 24 hours. Ive been emailing daily since January 2nd but havent received any updates. As my essential knives are with them, Im experiencing difficulty cooking. Im seeking an update on my orders status, particularly when I can expect to have my knives returned. At this stage, ** simply eager to have them back in my possession. Unfortunately, there's no phone number for contact, and the email support hasn't been reliable or responsive.

  Business response

  01/23/2024

  This was by far the busiest holiday season we have ever experienced since our company began, so we did get backed up on our orders. We are grateful for the overwhelming demand for our services, and we are working tirelessly to sharpen and ship orders promptly while maintaining the highest quality standards. We understand the inconvenience this may have caused. Our primary objective is to deliver exceptional workmanship that cannot be rushed. ***************************** sharpened knives were delivered via **** on 1/10/24. Tracking number 9405511206217325504336.
  Delivered, Parcel Locker
  ********, ** 92009 
  January 10, ****, 12:03 pm

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent ************************************ an envelope provided by Knife Aid. The **** tracking shows that the knives were received on December 24. I have not gotten my knives back or any communication from Knife Aid since then. The turnaround time is supposed to be 3 days - even allowing a few extra days for the holidays, I should have my knives back by now. I contacted Knife Aid multiple times this week via email asking for an update and have not received a response. I paid $119 for ********************** and the replacement value of the knives that have not been returned is over $1000. I would like my knives back and never would have sent them in the first place if I knew that the timeframe would not be honored and that Knife Aids customer service operation is virtually nonexistent. If the knives are not going to be returned, I would like to be reimbursed for what I paid plus the cost of replacing the 10 knives.

  Business response

  01/12/2024

  We experienced a much higher volume of sharpening orders this year than ever before. Even working through weekends it has taken us quite some time to catch up. This customer's knives were sharpened and were returned to her today via US *************** The tracking number was 9405511206217399942348. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I'm filing a complaint regarding order #******, made on 12/2/23, for a 7-knife sharpening service priced at $89. The shipment for sending my knives arrived on 12/11/23, including an extra sleeve for an 8th knife, which I used. The knives reached Knife Aid by 12/15/23. With Knife Aid's 24-hour turnaround policy, I expected their return before the holidays for family gatherings at Christmas and New Year's. Unfortunately, the knives didn't arrive, and Knife Aid didn't update us. On 12/25/23, I queried about the delay, order status, and potential compensation. **************** from Knife Aid replied on 12/26/23, apologizing for the shipping delay, contradicting their 24-hour policy. She didn't update the order status, prompting another email from me. On 12/29/23, she informed me the knives were shipped (tracking number **********************), offering a 3-piece Henckels paring set as compensation. I replied, highlighting the inadequacy of this $15 set against our $89 expense and the necessity of purchasing a new knife set for the holidays due to the delay. That day, Knife Aid demanded an additional $10 for the extra knife sent. I contested this with ****************, who insisted the paring set was the only compensation available. My knives haven't been returned yet, and my last four emails to **************** and Knife Aid remain unanswered. This situation has been extremely disappointing and frustrating, particularly due to their poor customer service. I've been unable to locate a phone contact for direct communication. The tracking number provided is showing that the label has been created since 12/29/23, but the order has not shipped back to me. I expect to have a full reimbursement and my knives shipped back to me immediately.

  Business response

  01/23/2024

  This was by far the busiest holiday season we have ever experienced since our company began, so we did get backed up on our orders. We are grateful for the overwhelming demand for our services, and we are working tirelessly to sharpen and ship orders promptly while maintaining the highest quality standards. We understand the inconvenience this may have caused. Our primary objective is to deliver exceptional workmanship that cannot be rushed. We did offer a free $15 set to the customer as compensation but she declined. Her sharpened knives were delivered to her via **** on 1/6/24. Tracking number 9405511206217903477496.

  Delivered, Parcel Locker

  ************, ** 27278 
  January 6, ****, 12:52 pm

  Customer response

  01/24/2024

   
  Complaint: 21095505
  
  I am rejecting this response because:

  1. Misidentification: First and foremost, the response incorrectly refers to me as "she" when I am a "he." This error demonstrates a lack of attention to detail in addressing customer concerns.
  Inadequate Compensation: Despite my clear communication that the $15 knife set was not an acceptable form of compensation, it was sent regardless. My request was for a full reimbursement, considering the significant delay in service and the inconvenience it caused. The compensation provided does not align with the magnitude of the inconvenience and additional expenses incurred.
  

  2. Responsibility for Business Capacity: While I understand the holiday season can be busy, it is the responsibility of the business to adequately prepare for increased demand. Customers should not bear the consequences of the companys lack of planning. A guarantee of a 24-hour turnaround was given, and it should have been honored or appropriately communicated if it could not be met.
  

  3. Poor **************** and Communication: The lack of proactive communication regarding the delay in my order was unacceptable. There was a significant gap in the updates provided about the status of my order, and when responses were received, they were inadequate and unhelpful. The absence of direct phone communication further compounded the issue.
  

  4. Additional Expenses Incurred: Due to the delayed return of my knives, I was forced to spend over $100 on replacement knives for the holidays. This was a direct result of the service failure and should be taken into account in the compensation offered.
  

  5. Entitlement to Full Refund: Given the breach of the promised service agreement, the additional expenses incurred, and the overall poor customer experience, I believe I am *********** a full refund of the original service fee. This would be a more appropriate and fair resolution to the situation.
  

  In light of these points, I find the response from the company to be unsatisfactory and not addressing the core issues of my complaint. I am seeking a revised response that acknowledges these concerns and provides a fair and just resolution.

  
  
  Sincerely,
  
  *********************

  Business response

  02/13/2024

  Hello *****,
  

  I wanted to follow up with you and address your complaint. However, before I consider this matter closed, I would like to ensure that you are satisfied with the resolution that you and ******* have reached a few weeks back. Most importantly, I want to apologize once again for your recent negative experience with our company.
  

  Your experience does not reflect the values of our company. We have always prided ourselves on providing prompt knife-sharpening services with great attention to detail. Unfortunately, this craft has been lost over time. While we are thrilled that Knife Aid is growing and our customers love our services, we are committed to maintaining our small business charm. We want every customer to feel like family. Falling short of your expectations with your knife sharpening is an experience that we never want to repeat.
  

  I sincerely appreciate your kindness and for giving us the opportunity to make things right for you. *****, if you have any further questions or if you would like a phone call, please email me at ********************************** with the subject line "ATT: *****". I will contact you immediately.
  

  I hope that we can continue to earn your trust and business in the future.

  Best Regards,

  Ismet 

  Customer response

  02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unfortunately, Knife Aid lost 6 WSTHOF knives, a Kitchen Aid knife, and a set of WSTHOF sheers, together valued at nearly $1,000. We successfully sent in our knives per their instructions and using the kit they supplied (Order ******). Knife Aid received the package full of our knives via *** on December 15, but after being in their possession for ******************************************** turned them over to *** for shipping. Their website clearly advertises a 24-hour turn around time for sharpening, from receipt at their facility to return shipment. That period for us is now 13 days and counting. Based on their commitment, our knives should have been sharpened by December 18, 2023 and turned over to *** for return shipping by December 19 or 20, 2023. Their outsourced customer service is so poor, our only choice was to file a claim with our credit card company, contact the BBB, and post reviews of our experience. *****, the credit card provider we used to pay the service fee to Knife Aid, did accept a dispute for the $99 charged by Knife Aid, which they are investigating. However, we are still missing nearly $1,000 in knives. The only customer service we're received is a link to the *** tracking information, which simply shows a label 'created' on December 19, 2023, but with no item or package ever turned over to *** by Knife Aid. I contacted *** directly to validate the the items are not in their possession (see email). This implies strongly that the knives are still in their possession, that they've lost them, or have just simply not turned them over to *** for return shipping. We request they finish the job and return our knives and sheers, replace the 8 items if they've indeed lost them, or cut us a check for $1,000 so we can replace the knives. Thank you for your support, ********************* ************ ******************

  Business response

  01/23/2024

  This was by far the busiest holiday season we have ever experienced since our company began, so we did get backed up on our orders. We are grateful for the overwhelming demand for our services, and we are working tirelessly to sharpen and ship orders promptly while maintaining the highest quality standards. We understand the inconvenience this may have caused. Our primary objective is to deliver exceptional workmanship that cannot be rushed. ******************** sharpened knives were delivered to him via *** on 1/3/24. Tracking number 1Z35895V0318722148
   Delivered On
  Wednesday, January 03 at 4:21 P.M. at Rear Door

  Customer response

  01/25/2024

   
  Complaint: 21067419
  
  I am rejecting this response because:

  I acknowledge our knives were finally received, and that we received a refund from our credit card company (not Knifeaid, of course). Knifeaid is running a laughable operation and doesnt deserve a single additional customer or investor. They provided limited and unsatisfactory communication to customers during their alleged holiday backup A backup fueled by social media advertising, and unmetered by their own order-acceptance processes, which could have easily limited incoming requests to a manageable level.
  Their outsourced customer service is abysmal. A simple email to customers, from an actual employee at Knifeaid vs a paid bot at Zendesk, would have satisfied customers and prevented the many 1-star December complaints they are now receiving on ****** and Yelp. Their stubborn, entitled, and defensive posture shines through in their inability to accept fault, or modify their approach. By reading the online responses they proved to negative reviews, its clear that the customer is always wrong.     

  Sincerely,
  
  *********************

  Business response

  02/13/2024

  Dear ****,

  We sincerely hope this message finds you well. We want to express our deepest apologies for the delay you experienced with your recent order shipment. In the festive month of December, we faced an unprecedented surge in orders, placing immense strain on our fulfillment processes. Additionally, unforeseen staff illnesses further impacted our ability to meet our service standards. Despite these challenges, our team has worked tirelessly to ensure each order is treated with the care and priority it deserves.
  

  We understand that our service did not meet the timely delivery we promised, and for that, we are truly sorry. We recognize the inconvenience this may have caused you, particularly during a time when prompt delivery is of utmost importance.
  

  ****, it was never our intention to disappoint you or force you to seek a resolution. For years, we took pride in our ***** hour turnaround time. However, due to the overwhelming support from customers like yourself, our business has grown positively, and we were simply unprepared to handle the increased volume. While we have implemented numerous changes for the future, one being better communication with our customers, we understand that it does not alleviate the current situation for you.
  

  Once again, we sincerely apologize for the delay and want to assure you that we are taking robust measures to prevent such occurrences in the future. We highly value your patronage and eagerly look forward to serving you better. 
  

  Warm regards,

  *******************************

  Customer response

  02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sent a set of *********** scissors in to be sharpened on 10/11 via the pre paid packaging. **** confirms that the package was picked up via a scheduled pick up from residence but knife aid says they never received knives. Will not reimburse or file insurance claim with **** and I as the owner of the knives are unable to do so since it was a pre paid postage/insurance by Knife Aid.

  Business response

  10/18/2023

  The consumer's knives were located, and scanned by **** and are currently in transit to **. Expected delivery date for us to receive the knives is Friday October 20, tracking number 9405511206215096317711. 
  Once we receive the package we will sharpen them with a turnaround time of 24 business hours and send them back to the customer. 

  Customer response

  10/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted KnifeAid because I wanted to have my knives sharpened. I pre-paid to have 5 high quality knives sharpened. The company sent me packaging material. I packed my knives and sent them back to Knifeaid. I received an email stating the knives were received. On April 12th I received a notice saying my knives had been sharpened. On April 13th (yes, a day after they said the knives had been sharpened) I received an email saying one of the knives was damaged and they would wait two days for instructions from me before sending the single knife back unsharpened. On April 14th I received an email saying my knives were heading back to me. Something is clearly wrong here. Clearly they werent telling me the truth. At this point I began asking, begging, demanding my knives. The knives were professional grade knives that cost hundreds of dollars. I cant wait any longer, I have to have knifes. Im a cook, I need knives! I sent multiple emails and a telephone message saying if I didnt hear from them by the end of the day today, April 24th, I would purchase the same brand and type of knives and send the bill to them. I believe they should pay for the knives and return the money I already paid them to sharpen the knives.

  Business response

  04/28/2023

  The knives were sharpened and returned to the customer. They were delivered today, 4/28/23 vis US *************** The tracking number is 9405511206214177863420

• Initial Complaint

  04/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/19/23 I paid $69 for knife sharpening by mail. I sent 5 Zwilling knives for sharpening. They were returned after sharpening damage to handles. 4 of the knife handles were cracked, and 1 knife handle was broken with piece of the Bakelite missing. All had a similar pattern of damage suggesting something used to hold the handle was adjusted too tight.I contacted the company. They requested the numbers on the side of the knives so they could order replacements. They did order replacement for 1 of the knifes, but not the one which was the most damaged.

  Business response

  04/28/2023

  We have already placed an order for the five free remaining replacement knives. The order number is 680641 and the customer was notified about this via email yesterday. We are sending them all from the Zwilling Pro line, the knives are the 4" paring knife, 8" chef's knife, 5" santoku knife, 5" serrated utility knife and 3 1/2" vegetable knife. The customer should allow for about two weeks for delivery. 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent 6 Shun knives (value over $1000), one Cutco scissors and one stainless shears to be sharpened (value $100). Order was received by Knifeaid on Jan 20, 2023 via **** tracking. They asked me to pay $10 for an extra knife I included on 1/20. I did. Since the turnaround is 1-3 days, on 1/27, I inquired as to status of my knives. I have emailed 4 times. Only responded once with they were holding up my order because an invoice was pending. Not true. Paid the original $89 for 5 knives, 2 scissors and the additional $10 for 6th knife. They do not list a customer service number. I found one online. I have left 3 voice mails asking them to return my call and let me know status of my knives. Despite numerous phone calls, emails, 2 weeks has elapsed since they received my knives. Yet they won't tell me where they are and what has happened to them. The value of the knives is over $1000, the scissors are worth another $100.

  Business response

  02/14/2023

  We have completed ********************** and return the knives and shears to the customer. She received them on 2/4/23 via US *************** Tracking number 9405511206213019321296 

  Customer response

  02/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩