No delivery, fobbed off with 'my address is too remote'! The original tracking number didn't work, then no tracking number supplied for a 're-delivery' and no knives received. Upon checking Companies... Toon meer
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Jeg forstår ikke hvorfor kniver produsert i Kina markedsføres som japanske. Dette er ren villedning. De samme knivene finnes på Alibaba til langt lavere priser. Vær ærlig med kundene – oppgi tydelig... Toon meer
I couldn’t praise Santoku highly enough. Bought a set of Damascus knives a good few years ago and absolutely love them. This week I broke my cleaver using it to cut something it’s not meant for. Despi... Toon meer
So pleased with this Aiko Dasmascus Steel Knife Set and Whetstone. These knives are super sharp, seriously elegant, well weighted and crafted and feel built to last a lifetime. No more cheap knife set... Toon meer
3,5
Gemiddeld
689 reviews
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Misleading Business Practices – Avoid at All Costs
I ordered from Santoku Knives, expecting a reliable UK-based company due to their .co.uk website and the option for 48-hour shipping, which I paid for. Unfortunately, this experience has been nothing short of disappointing.
It has been 10 days, and my order has not arrived. After further investigation, I discovered that the company ships from China, a critical detail they failed to disclose during the purchasing process. This misleading practice, combined with unhelpful customer service responses, makes me question the integrity of their operations.
When I reached out, I was met with vague assurances and delays that did nothing to resolve the situation. I have since raised a dispute with my payment provider to recover my money, as I no longer want the goods.
I urge potential customers to exercise caution before purchasing. The company’s practices, including delayed shipping and lack of transparency are deeply concerning.
Save yourself the frustration and avoid Santoku Knives.
17 december 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon
We are sorry that you have not come back to us with more details
Please could we ask you to check that your order is with us here at SANTOKUKNIVES.CO.UK and not with a completely different company called SAKUTO?
Unfortunately we receive a lot of enquiries which are actually for SAKUTO knives, after they set up in business after us, selling similar styles...
If your order is indeed with us at SANTOKUKNIVES.co.uk, please do come back to us urgently so that we can resolve any issue for your urgently as customer satisfaction is our priority.
Thank you ever so much
Kindest regards
Lucy
-------------------------------------------
Thank you for sharing your feedback, and we apologise for any confusion regarding your delivery.
To assist you better, could you please provide your order number so we can look into this more closely?
As stated on our website on our FAQs and our Shipping & Delivery page, we offer free worldwide shipping, with an estimated delivery time of 10-15 working days including processing.
During busy periods, especially around Christmas, we may deliver directly from our international warehouses to ensure faster service for our customers who are based in the USA, Australia, and Europe. This can sometimes result in sightly longer delivery times (but all included in our 10-15 working day estimate), but we ask for your understanding as we strive to provide the best experience possible.
Unfortunately, we do not offer 48-hour delivery.
Once we have your order number, we’ll be happy to assist further.
Thank you for your patience,
Lucy
Company Not Based In The UK
I ordered some knives as a gift for my girlfriend for Christmas on the 9th of December thinking it would arrive from Christmas from the UK.
Bare in mind these are £170.. her main and pretty much only present.
The day after I ordered I decided to take a look into the reviews as I was excited about receiving the knives. It was then I realised they were coming from CHINA.
I immediately messaged the company asking to cancel my order. However, they must automatically give you a tracking number so that it looks like it’s been shipped and they tell you that they will try and contact Royal Mail to stop it.
3 more days past by and I still hadn’t heard anything.. I contacted them again trying to cancel to a reply of.. we are still trying to stop your order by contacting the courier we will let you know.
I can clearly see from the tracking that it clearly still hasn’t left the ‘warehouse’ or ‘persons bedroom’ in china so once again.. i will ask on here I would like to cancel my order.
It’s now the 16th. There is absolutely no way this is going to be here in time for Christmas.
You need to make people aware that you are not based in the UK if you don’t want to seem like a scam company.
Please cancel and refund my order.
Order Number - 71017
9 december 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for sharing your feedback, and we apologise for any frustration caused. We’d like to provide some clarification regarding the situation.
Tracking numbers are only generated once an order has been dispatched. We also want to note that, in line with industry standards, we are unable to cancel an order once it is in transit. However, we do make every effort to intercept a parcel if at all possible.
In your case, your parcel was dispatched from our warehouse on December 9th at 12:05pm. We then received your cancellation request that evening, which we were not able to action until the following morning, in business hours.
Despite stating on our website that cancellation requests received after an order has been despatched are sadly not possible, we worked diligently over the next few days to contact our carrier and attempt to intercept your parcel which was already in the delivery channels.
Due to the high volume of parcels during this busy season, this process took some time, but we were able to successfully intercept the parcel and confirm this to you.
We also immediately refunded your payment as soon as the interception was confirmed, all of which occurred before we were aware of your review.
We understand that delays like this are frustrating, especially during such a busy period, and we’re sorry that despite our sincerest and very best efforts, you feel disappointed with your experience.
Thank you for your understanding and for giving us the opportunity to resolve the issue.
Best regards,
Lucy
Have no faith in receiving my product
I have ordered a knife sharpening set with a 7-10 day lee time on the 9th and according to their tracking it is still in the depths of CHINA and not even at an airport. Reading other reviews i have lost all faith that this is going to arrive in time for christmas and am so disappointed. Considering they are working on a .co.uk website i am shocked at the service and shipping.
14 december 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your feedback, and we’re sorry to hear about your frustration. We’d like to clarify a few points to ensure full transparency.
As stated on our website, we provide an estimated delivery timescale of 10-15 working days, which includes processing time. We also kindly ask our customers to allow for possible delays during busy periods, such as Christmas, when delivery channels can be overwhelmed.
Could you please provide your order number so we can investigate and update you on the status of your order? We want to ensure that we can assist you further.
We appreciate your understanding, and we’re here to help resolve any issues.
Best regards,
Lucy
Ordered on 27th November and not…
Ordered on 27th November and not received any emails? When I log in it says I’ve not placed any orders. I’ve spent £174.98 and they are a present for Christmas!
27 november 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon
We are pleased to see that your order was successfully delivered to you and signed for on 12th December.
With all kindest regards
Lucy
----------------------------
Good Morning
Thank you for contacting us
We have searched our system for an order matching the stated price paid.
We have emailed you directly to confirm that our system shows that your Order Confirmation email has bounced and indicates that we have received an incorrect email address with your order.
We have send through a pdf copy of your order details including your order number and tracking link, which shows that your order should be with you in the next 1-2 working days.
Please come back to us if we can help you further with anything at all
With all kindest regards
Lucy
Scammers
My poor girlfriend wanted to surprise me with whetstones, and ended up buying from this company because she liked that they had a set and seemed above board. Unfortunately, they just resell cheap chinese-made products under their name and at a high markup. It took me a few minutes to find the exact same set (minus their name on it) available for 1/5 the price from Chinese sites. When we asked to return the garbage, we were told that they will not pay for shipping on returns. So there is little incentive to even send it back, given how expensive it would be to ship it internationally. Just a scam and terrible business. Santoku knives preys on people who don't know the knife market and just want to get nice gifts for the people in their life.
29 november 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon
We are sorry that you have not come back to us with more details
Please could we ask you to check that your order is with us here at SANTOKUKNIVES.CO.UK and not with a completely different company called SAKUTO?
Unfortunately we receive a lot of enquiries which are actually for SAKUTO knives, after they set up in business after us, selling similar styles...
If your order is indeed with us at SANTOKUKNIVES.co.uk, please do come back to us urgently so that we can resolve any issue for your urgently as customer satisfaction is our priority.
Thank you ever so much
Kindest regards
Lucy
---------------------------------
Good Morning
Thank you for your feedback.
We want to assure you that all of our products are made for us by one of the largest and most reputable manufacturers in the world. This manufacturer also produces goods for many high-end, well-known global brands.
While similar products may be available from other suppliers, we can only vouch for the quality and specifications of our own products — which we are so confident in, we offer a lifetime guarantee.
We understand your concerns and want to make it clear that we are not a scam, nor do we prey on anyone.
Our goal is to offer high-quality products and excellent customer service. Our return details are fully outlined on our website. We gladly cover return costs for any product that is defective or damaged in transit, but unfortunately cannot cover return costs if a customer no longer wishes to keep their order - in line with most online retailers.
Please come back to us if we can help you further
Best regards,
Lucy
Order stuck at Heathrow for 5 days still not collected by Royal Mail
Placed my order Nov 27. Impossible to track the knives after only being given a separate number for my Whetstone order. Neithere have arrived. I have Exchanged 10 emails and was last advised two days ago that someone would tell me delivery status for SK#6881
5 december 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Morning Mr Harding
Thank you for your feedback, and we sincerely apologise for any confusion or frustration with tracking your order.
We’ve checked the tracking information, and we can confirm that your parcel has arrived in the UK. It is now with Royal Mail and should be delivered to you in the next couple of days.
We appreciate your patience, and if you need any further updates or assistance, please don’t hesitate to reach out.
Best regards,
Lucy
Updated review - PERFECT knife
Updated review, wait time was around 2 weeks but the knife I ordered has just arrived and it is absolutely perfect! Thank you Santokuknives it’s beautiful
5 december 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review Ms Mccormac
We're so sorry for the inconvenience. It seems the system didn’t automatically send you the tracking number as it should have, and we’re currently looking into the issue.
I can see from our system that my colleague replied to your email at 1:45pm this afternoon, with a link to your parcel tracking. Thank you for viewing the email and we hope you have been able to reach the order tracking information.
In the meantime, I’ll be sending you an email right away to reiterate all the tracking details you need. Thanks so much for your patience, and please don’t hesitate to reach out if you have any further questions.
Kind regards,
Lucy
Where’s my knife!
I ordered a knife on the 14th November and it is now the 27th November and although I have tried to track my parcel the tracking order is not working.
I do hope that this is not a scam company. I have sent in a query e mail but says they are busy and will reply in 48 hrs. I do hope so it I will be asking for my money back.
Hi
My order number is SK#67846 Duly
14 november 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon Ms Duly
Thank you for your review and for confirming your order number and surname on the order.
I have looked into your order and the tracking shows that your parcel reached Heathrow on 23rd November. It will now be picked up by Royal Mail and delivered to you, usually within 1-2 working days.
I'm so pleased to see that my colleague was able to reply to your email to us, only 90 minutes after we received it; and that my colleague informed you that unfortunately we have received information from Royal Mail that they are experiencing some delays due to the floods we experienced last weekend.
I have emailed you directly with an attached screenshot of the information we received for transparency.
We do apologise for this delay, which is unfortunately out of our control.
Please be assured that as soon as Royal Mail collect your order, the tracking will update on their official tracking page; and we are doing all we can to get your order to you as quickly as we can. We will keep an eye on your tracking to ensure that this happens swiftly and successfully.
Please come back to us if we can help you with anything at all in the meantime.
With all kindest regards
Lucy
------------------------------
Thank you for your review
Please could you confirm your order number and name on the order so that we can assist you urgently?
With all kindest regards
Lucy
The Whetstone Sharpening Stones are the business
The Whetstone Sharpening Stones are simply wonderful. I used to use a sharpening steel but it can't match the edge I now get with these stones. Simple to use and easy to maintain. A great addition to my growing Santoku knife set.
15 november 2024
Review zonder uitnodiging
Chinese knifes
The company sells Chinese knives in Japanese style, not Japanese knives which is a scam. I purchased a knife and stones on October 17th, I was given a fake tracking number. After two weeks I asked where my items were, the company replied that they were on their way to me and gave me another tracking number (again fake). After another week I got my money back, so I have been scammed by them for the entire time. I do not recommend anyone to buy from these scammers.
17 oktober 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review
Thank you for sharing your experience. We sincerely apologise for the issues you encountered and the frustration caused. We strive to provide high-quality products and transparent service.
To clarify, Japanese is a style of chef knife. They generally fall into two categories - German/Western and Japanese. We offer knives inspired by Japanese craftsmanship and all are made with Japanese steel and parts, for which we have certificates of authentication, though not all of our products are made in Japan. We regret if there was any misunderstanding and appreciate your feedback to help us improve this communication.
Regarding the tracking numbers and delays, this was not our intent, and we’re sorry for any confusion or inconvenience caused. To be clear that we do not offer fake tracking numbers. 100% of our tracking numbers and links are legitimate and linked to the stated order.
We apologise for the delays in transit of your parcel, and are pleased that we were able to intercept the parcel with our carrier, to be able to then cancel your order and refund your order as quickly as possible.
We are not a scam and never do anything to scam our customers. We are a small, family-run company in the UK and sometimes, very regretfully encounter issues with delivery, for which we apologise profusely and attempt to resolve fully as quickly as possible as soon as we are alerted to an issue.
Your feedback is invaluable, and we are taking steps to ensure such issues do not happen again. If you have any further concerns, please don’t hesitate to reach out to our customer service team directly.
Kind regards,
Lucy
A great asset to any kitchen
A great asset to any kitchen. Looks great and the performance is second to none. I’m always looking forward to cooking now!
4 november 2024
Review zonder uitnodiging
Sankoku Knives
We ordered knives sharpening stone and magnetic block. We absolutely love them. The company was great to deal with for after market follow-up.
1 september 2024
Review zonder uitnodiging
Beyond All Expectations
Excellent product delivered within the time frame.
A huge amount of money for someone like me to spend on a kitchen knife but now it has arrived it is easy to see why Santoku knives are held in such high esteem. It is wonderful to use, and I am looking forward to using it over many years.
28 oktober 2024
Review zonder uitnodiging
Fake tracking
Fake tracking. It says 7/10 days to get delivered but it takes way longer. If you need for you job or as a gift, avoid. You will never get on date and the company that delivers is as terrible as santoku
18 oktober 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon Mr Kaulino
We are pleased to see that the tracking for your parcel shows that your order was successfully delivered to you on 19th October.
With all kindest regards
Lucy
---------------------------
Thank you for your review Mr Kaulino
Please be aware that we anticipate our orders to be delivered to our customers in 7-15 working days, including processing, as stated on our Shipping & Delivery page and our FAQs.
We have looked into your order and can see that the official tracking shows that there was a delivery attempt of your parcel on 15th, 16th and 17th October, with a note from the courier to explain that they have now returned your parcel to the depot with a request to contact them.
We would like to clarify that the tracking information provided is generated directly from our shipping carrier and is 100% accurate and legitimate. As per legal requirements, all tracking data must reflect the real-time status of your order as it progresses through the shipping process.
Please come back to us if we can help you further with details for a collection of your parcel from the depot/ redirection of your parcel.
With all kindest regards
Lucy
very kind people
i didn’t order anything from here but i had a problem that needed to be solved and they were absolutely happy to help and were amazing at it, lucy helped me out without any hesitation and was very kind :) very happy with the service!
14 oktober 2024
Review zonder uitnodiging
Great quality knife which looks and…
Great quality knife which looks and feels fantastic to use, would recommend for a great knife
10 augustus 2024
Review zonder uitnodiging
I didn't know they Stacked crap that high
pick any other company to give your money to.
ANY OTHER COMPANY
30 september 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Morning Ms Walker
Thank you for your feedback, and we’re sorry to hear that you were not satisfied with your recent experience.
We’d like to clarify that, despite our standard return policy which requires customers to cover the cost of returns, we provided you with a prepaid return label as a gesture of goodwill and without quibble.
Once we received the returned item, we processed your refund immediately (12 minutes after receiving your parcel from the courier (1:24pm parcel signed according to the evri POD, refund processed at 1:36pm according to our Shopify system)).
Additionally, we apologise if you did not receive your original email order confirmation. It was automatically sent to the email address provided at the time of your order (as per the screenshot I sent through for transparency); and for your convenience, we resent the confirmation in PDF form attached to an email to you on 23rd September.
We also apologise if you did not enjoy the newsletter or marketing emails sent to you. Please note that an unsubscribe button is included in each and every one, should you wish to leave our mailing list.
Regarding refunds, while we understand you may believe they can be processed instantly, please be aware that, in line with all online retailers, refunds can take up to 5 working days to clear. This is dependant on your payment provider.
For reference, John Lewis advises up to 7 working days, Marks and Spencer states 3-5 working days, and NEXT advises 3-5 working days for credit or debit card refunds.
Lastly, we would appreciate receiving your correspondence without the use of inappropriate language, as we are here to help and aim to resolve all issues in a professional manner.
We really are sorry that, despite our very best efforts at every turn, you have been dissatisfied with our service.
We hope the information contained here resolves any confusion. If you have any further concerns, please don’t hesitate to reach out, and I will be very pleased to help you.
Kind regards,
Lucy
Like others
Like others, problems with non delivery of order last year, fake tracking etc. Managed to get my money back through bank. Avoid.
3 november 2023
Review zonder uitnodiging
Terrible experience
I placed an order on 6th September hoping to receive it by 22nd September (as it was meant to be an anniversary gift for my partner). The website claims 7-10 working days for delivery but it is now 9 days and still the tracking shows that my package is in China. The tracking information is ridiculous because all it keeps showing is 'barcode scanning' and 'leaving scan' which shouldn't take 9 days? I really wish I read these reviews before I trusted this company, I'm so upset that I might have been scammed. Will give it a couple more days before I contact my bank for fraudulent activity. Terrible service.
19 september 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review. We would like to clarify that our anticipated delivery times, as stated on our Shipping & Delivery page and in our FAQs, are between 7 to 15 working days.
Your order was placed on 6th September and was delivered on 25th September, which is within 12 working days, fully meeting our delivery timeframe.
The tracking information provided was accurate and updated almost daily throughout the delivery process. If you have any further concerns or need assistance, please don't hesitate to reach out to us directly.
With all kindest regards
Lucy
A fraudulent Chinese enterprise who…
A fraudulent Chinese enterprise who have taken my money and have said they would try and process a refund if they could ‘contact the dispatch department in time’ I’ve now had an email to say the item is dispatched - 3 days after I asked for the order to be cancelled. Apparently items take weeks if at all to be delivered. I was conned out of £60 for a sharpening stone. They then use false reviews on here and google to try and make the website look legitimate. Unbelievable in this day and age that a fraudulent website can appear on the first page of a google search. I’ll be contacting trading standards.
18 september 2024
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon Mr Lynn
Thank you for your Trustpilot review and for bringing your experience to our attention
Thank you for your feedback, and we sincerely apologise for the inconvenience caused. Your order absolutely should not have been dispatched after your cancellation request, and we understand how frustrating that must have been. Rest assured, we are processing your refund immediately, and you will receive confirmation shortly. We are also contacting our teams to ensure that this does not happen again.
Please let us know if there is anything else we can do for you. We appreciate your patience and understanding.
Just to confirm Mr Lynn, that we are a family company based in South Leicestershire from where I am replying to you today.
We do not participate in any way in fraudulent activities or post fake reviews. We are pleased to assure you that Trustpilot and all review sites thoroughly investigate IP addresses and order details to ensure reviews are from genuine customers.
Our only disappointment is that the websites do not make it possible for companies and businesses to remove reviews including false claims and fake information about their products and services; and sadly customers rarely return to the review site to update a review once their issue has been fully and satisfactorily resolved.
We apologise for your experience with Santoku Knives. This is not at all our normal service or that which we aim to supply to our customers.
Please come back to me if I can help you further with anything at all
With all kindest regards
Lucy
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