ComplaintsforFrost Cutlery Company, LLC

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered "Christmas in a box" on November 11, 2022. The checkout process stated that it would be 3-5 business days to complete the order. Being a Friday I was surprised that UPS was going to be delivering the package on the following Tuesday, November 15, 2022. The package was never delivered. I contacted UPS to check on the package, and they informed that the package was never actually picked up from the business. I proceeded to contact Frost Cutlery directly on Tuesday November 21 to inquire. They checked on the status of my package and informed me I needed to wait until Friday until I could re-process my order or seek a refund. I then contacted Frost Cutlery Tuesday November 30 to check back in. I was not helped at first but eventually was told I would be contacted in the morning about my package. On December 1, 2022 I received a call from Lisa from Frost Cutlery informing that I must wait an additional 8 business days for UPS to conduct a lost package investigation before I can resolve the issue. UPS has already informed me that a logic scan was performed, but no UPS employee ever touched or scanned the package. With a business model that advertises 3-5 business days of processing an order to be able to some how create a UPS label and deliver the order within 3 business days and my package was lost, I see an incredible amount of lack of oversight and bad business practice.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My last ordered was missing two knifes and have called. The lady was very short and rude I was told they where on hold and would be there. But no date or ball park of when? I explained that the invoice show nether knife was checked off.both are highlighted in red. She stated that ment they were probably on hold again. And they would be shipped. Still no when that would be. I would like to know when to expect them and a tracking number. The item missing #: CCN-109402 and #: CCN-23080. The order #*******. I was paid the full invoice it shows this on your website and shows as shipped. I have been a customer for years and a while back I was missing a knife and called. And was told the same thing.Order ******* 11/7/2020 item #CCN-106127 $ 14.27 . But the knife never came and never received a refund. So I stopped buying from you guys. This is my first order since then and here we are again. But this time it is not a $15 dollar knife. I am not willing to eat the loss this time. This will be the last time I buy from you guys. I want what I ordered or a refund. And someone to contact me with which it will be and when. *** ******** ************ ******@gmail.com

  Business response

  11/16/2022

  These 2 items ccn-109402 and ccn-23080 are being credited back to his paypal account.  Customer knows how we do things, if the item is not in, or our inventory is off, we will mark credit or hold and try to get the item/items in.  These two particular items are special and does take a while to get.  unfortunately, we do not do backorder and charge when item comes in, we charge at time of the order.  so, $84.30 will go back to paypal account.

   

   

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a International Harvester Trapper Knife Item #CCN-108454 from Cutlery Corner Network , online, on Wednesday 3-9-22. Order # *******. I paid 6.99 for what was listed as UPS Ground Shipping. It ends up they Shipped the item via UPS Mail Innovations-which is NOT UPS Ground. I used to purchase from Frost Cutlery in the 1990's and they did in fact Ship via UPS Ground. I always received my items the Next Business Day after Shipped. I only live around 50 miles from their Business. I am still waiting on my knife due to it being Shipped via the inferior Service. My issue is-they represented the Order would be Shipped via UPS Ground-which is what I paid for and fully expected-but that is NOT what happened. I contacted the company Customer Service Rep named Linda on 3-14-22 to give them a chance to make this right. She was quite rude and offered no solution. I would appreciate my Shipping cost of 6.99 being refunded. They should also correct this on their Website as it is false Advertising.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/03/15) */ Customer is stating we do not utilize UPS for shipping. His package is scheduled to be delivered, per UPS website, 3/16/22. The service used is called UPS Mail Innovations which is a shipping service provided by UPS Ground. It is picked up by UPS and over 80% of packages are delivered via UPS driver. Remaining are delivered by USPS. So, we are NOT misadvertising our service(s) with UPS. If needed, UPS tracking number **************************, can be tracked at UPS.com. Thank you! Consumer Response /* (3000, 7, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive the order today. It was Delivered by the Postal Service in my Mailbox at my Home. UPS Ground is a Date Certain Delivery Service. UPS Mail Innovations isn't.If you are a customer and aren't aware of this, it probably wouldn't matter to you. My contention was, and is, if you state on your Website you are Shipping by UPS Ground, a Date Certain service, you should take care to do so. Thank you. Business Response /* (4000, 9, 2022/03/17) */ Sorry customer feels this way. Package was truly sent UPS. Thank you! Consumer Response /* (2000, 11, 2022/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I certainly feel I am correct in this matter, it's not worth my time to contest this any further. Thank you.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Placed knife order 9 days ago, not shipped out. Called today, very rude customer care representative said "everyone in warehouse is on break." She stated she would call right back. I called 1 1/2 hours later, she said there was no one working in the warehouse right now, I should call back in five minutes. Fifteen minutes later, she put me on hold and checked on my order. Initially she said they would out of stock on one or more items. She then said, they found all of the items and they would be shipping them out. Finally, I get the email notification from UPS with a tracking number and I realized they deleted my PO Box from the order. They use UPS Surepost which basically delivers to the post office for the post office to deliver to my house. USPS will not deliver to my home, that is why I ship to my PO Box. I called them back, talked to Lisa, then Brooke. Both hung up on me. Very rude. Very unprofessional. I believe they are using untrained or third party sales persons.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/14) */ The order had not shipped on the initial call and the warehouse was on a 10 minute break. When Mr. **** called back they were on lunch, I did tell him we had to get with the warehouse to find out what was causing the delay, and he said I will hold. As soon as the warehouse was back, which was 5 mins later, I called them and they said they were getting it out today and throwing in a extra free knife. in the meantime he did this order on the internet and put a physical address and a po box address and our system will only allow one address. We called him back to see what address he wanted us to use and instead of waiting for the package to return to us we went ahead and shipped him another one which we normally don't do we wait till it has returned. customer was happy with everything at the end of the call.

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