ComplaintsforKai Cutlery

• Initial Complaint

  10/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  *********************************** **************************************************** ********************* ************ 10/05/2023 **************** Manager ****************** *********************************************************** ************ On September 15, 2023, I sent my entire Shun knife collection to your facility for sharpening, following the instructions provided on your customer service website. I diligently recorded my inventory using Shun's online template, as instructed and sent the package to the designated address. The tracking information confirms that the package was received at your facility on the mentioned date at 8:38 A.M., with the signature of ****** acknowledging the delivery.My concerns arose when, on October 5, 2023, I had not yet received my knives and decided to contact your customer service department. To my dismay, I was informed that my knives had not been sharpened and were returned to me due to a lack of an order number, as per company policy. This was not on the instructions to the customer on the website. I was informed by customer service that my ********************** were erroneously sent to ***** ********** Dr. in ***********, *******. None of the shipping paperwork I provided with my knives indicated this address..Based on this concrete evidence, it is evident that the shipping error was entirely the responsibility of the company.This collection is worth approximately $1500

  Business response

  10/19/2023

  KAI USA Ltd. (***) received the above referenced customer complaint matter via email and appreciates the opportunity to respond. Our response can be found down below.
  *** is very committed to customer satisfaction and regrets any inconvenience this issue may have caused. Please feel free to contact me directly at ******************  if you have additional questions or concerns about this matter.
  Name:***********************, Manager of Warranty Department
  
  We received a package from *********************************** on 9/18/23 containing 10 Shun knives. The customer did not submit a Warranty/Service Request prior to sending the products to us. Per the policies posted on our website (*************************************************), anything sent to us without submitting the request online will be returned to the customer without service.An order was created with an address in ***********, **, and shipped there.When the customer contacted us for an update on when she would receive the knives, we began looking into the issue. The customer stated that the address we shipped to was one where she had previously lived but had not for several years. Without a request on file, it is our policy to use whatever return address is provided to us with the package. The customer states that she included paperwork with her current address. Had that been the case, we would have prioritized that address above any others we found. The package was shipped to us from a Staples store, and most likely had that stores return address, not the customers. We have had no previous orders from this customer,so could not have come up with the *********** address unless it was provided to us in the package. When we learned of the situation, we mailed a letter to the *********** address with a prepaid *** label to try to get the current residents to ship back the knives. The customer states in the complaint that she followed the instructions on our website, but this is not correct. The file she included (Shun Sharpening Request and Shipping Document) shows that she filled out the form and printed off the web page, rather than submitting it electronically. The complaint also states that our website does not say that we return items without service if we receive them without an order number. This is incorrect; it is near the top of our Warranty page under the heading Mail-in warranty and sharpening service. It is Kai USAs position that we acted in accordance with our policies, and we are attempting in good faith to retrieve the knives to get them to the customer.
  

  Customer response

  10/19/2023

   
  Complaint: 20699317
  
  I am rejecting this response because:
  The paperwork I submitted clearly states our address. Staples paperwork clearly states the correct address the return label generated has the correct address. 
  Nowhere on any paper sent to Shun did it have the old address. The business has clearly made the mistake. I can only guess they lost my paperwork and looked up my address by old warranty info???? I have no clue how Shun could have sent my knives to my old address and trying to blame it on me the paperwork I attached for your inspection clearly shows my correct address. 
  I want my 10 knives replaced immediately. **** has made an error and I have waited patiently. It is time for Shun to step up and do the right thing. Shun need to replace my knives and not continue to blame me for their mistake
  Sincerely,
  
  ***********************************

  Customer response

  10/28/2023

  Dear ************,
  I hope this message finds you well. I wanted to extend my appreciation for your prompt response and assistance in addressing the issue at hand.
  I have attached the documents related to the recent incident with my knife sharpening request. Enclosed are copies of the original shipping documents, which were generated by *******, and the sharpening request form I submitted to Shun.
  Both sets of documents unequivocally state my current address as ***************************. ******, ** *****. It is evident from these records that I provided the correct and up-to-date address for the delivery of my knives.
  However, I regret to inform you that there appears to have been a discrepancy on ****'s end, leading to my knives being erroneously dispatched to a previous address. This oversight is clearly demonstrated by the documentation provided, which unequivocally confirms my accurate address submission. It is disheartening to be in this predicament, especially when the error was not of my making.
  The consequences of this mishap have been substantial, as I have lost every one of my knives. The sharpening request document explicitly specifies the knives that were included in the shipment, and I am requesting that all of them be promptly replaced. I trust that **** takes pride in its commitment to customer satisfaction and rectifying its errors promptly. I kindly request that this matter be addressed with the utmost urgency and that the necessary steps be taken to ensure the replacement of my knives and prevent similar occurrences in the future.
  Thank you for your attention to this matter, and I look forward to your prompt resolution of this issue.
  Sincerely,
  ***********************************

  Business response

  12/05/2023

  This has been resolved between us and the customer to her satisfaction.

  Customer response

  12/08/2023

   
  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. ↩