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
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
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
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 70% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Great product
Great product. The most efficient service and customer care is the best I have ever experienced. Thank Santoku for caring about your customers
23 december 2023
Review zonder uitnodiging
A total shitshow.
A total shitshow.
Placed my order on this website which seemed not to be a fraud.
Happens that the knives are from China (and not Japan as advertised or the UK as one could think), that they have no phone number for customer support, and that after an order placed on November 26th, my order still seems lost somewhere between Amsterdam and Bordeaux - after going through Shenzhen and Hung Kong! It’s not serious. A site to ban.
26 november 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your order
We have looked into your order and can see that your parcel was delivered to you successfully in Bordeaux on 22nd December.
During busier periods our orders can be sent directly from our international warehouse in China. The Far East is a central point for our customers, with many being located in the USA and Australia.
We apologise that we are not able to offer a telephone customer service. Being a small family company, with many of our customers located worldwide, we cannot man a system to suit all of the time zones. We do apologise and confirm that we are available on direct email, Messenger, Instagram message and Live Chat on our homepage.
Please do come back to me if I can help further with anything at all With all kindest regards
Lucy
Everyone stayaway fromt this…
Everyone stayaway fromt this company!They selleing illigaly and sending stuff travcked delivery that menat to be ID and sign for.No signature delivery to face no declaration at all this scammers!
20 december 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review
Please could you confirm your order number and name so that we can look into your order for you?
We do send our orders with a tracked service for which the courier/postal service is requested to obtain the customer signature/photo of customer taking parcel in.
Please come back to us if we can help you with your order
With all kindest regards
Lucy
AVOID at all costs, low quality products and unbothered customer service
AVOID at all costs if you want any kind of customer service. I had no issue at all with the long delivery time, what I do have an issue with is faulty goods! I purchased a magnetic knife block that is described as being able to attach to the wall “drill free”. The installation of this for the whole was a piece of sticky paper on the back no stronger than a command strip designed to hold a medium sized hook. Within an hour of installing and no knife on the block it ripped away from my wall damaging it in the process. Could you imagine how dangerous it would be if I had knives on there? Despite showing customer service they weren’t bothered and still have not refunded me even though I’ve shown that I had to throw the block away as it was faulty. Rubbish customer service, don’t waste your time with them. The actual knives themselves were fine but nothing to shout about. I will order from a reputable seller next time, wish me luck with the ombudsman because that seems to be the only way I’ll have access to actual customer service from santoku!
14 december 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for contacting us regarding the issue with your magnetic rack. We apologize for any inconvenience this may have caused you. We take customer feedback seriously and are committed to resolving this matter.
After reviewing your case, we have processed a refund for the magnetic rack. Please allow up to 5 working days for the refund to be credited back to your original payment method. We understand your frustration and want to assure you that we have taken immediate action to address the issue.
We would like to apologize for the inconvenience caused by the faulty product and any damage it may have caused to your wall. We assure you that this is not the experience we want our customers to have. Despite such an issue never having been reported to us before, we have taken steps to double check the quality issue with our supplier to prevent any recurrence in the future.
If you have any further concerns or require any additional assistance, please do not hesitate to reach out to us.
Thank you for bringing this matter to our attention, and we appreciate your patience and understanding.
Kindest regards
Lucy
Just awesome
Got my new set of knifes 2 weeks and they are it true piece of craftsmanship
They are razor sharp and very balanced to work with
If You know your way in the kitchen then knifes should be your best tool to start every good meal
So far, I am extremely impressed and loving my new set
19 december 2023
Review zonder uitnodiging
We order my knife on 24th November and…
We order my knife on 24th November and as of today, 19th December, I still don't have the knife. It looks like the knife has been sent out from China, which then handed to Royal Mail who will distribute the parcel in the UK.
We went on holiday from 7th December until 11th December, Royal Mail tried to deliver the item on 11th December, but we were not home. Note, I didn't receive an email notification that the delivery will be attempted that day. On 11th December, I requested to reschedule the delivery for 13th December (Wednesday), but they attempted to deliver it on 12th December (Tuesday) anyways when we were at work. Since then, a redelivery hasn't been attempted. A note from Royal Mail wasn't left, so I don't have a reference number. Lastly, we also went to the Royal Mail near our home to try and see if the parcel is there, but it wasn't.
I emailed Santoku to let them know that I need their help to contact Royal Mail (most of the time, the sender has to coordinate with Royal Mail in case there are any issues) - I sent them the emails to prove that I rescheduled the delivery, however the only response I received is "Please follow this link to update your delivery options:..." with the link that I already have.
The lack of customer care and customer support is what's wrong with this business. It's such a shame because we were really looking forward to the knife and we've been patiently waiting for nearly 4 weeks now. I don't think we're being unreasonable at all, we just wanted help to receive the item that we purchased from the Seller. We've initiated the request with the bank to get our funds back due to non-delivery of the item.
19 december 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon Ms Samiana
I have just tried to change the delivery options for you, but it says that you have already done so (please see screenshot to my direct email to you).
I have escalated this to our shipping dept to see if we are able to push for another delivery attempt from our side.
Thank you for your review.
Please be advised that our last communication was an email from us to you with a link to organise a delivery attempt at your convenience with Royal Mail.
We had not been informed that you were still having issues...
We will be back to you as soon as we can with an update from the carrier
With all kindest regards
Lucy
Delivered within time frame stated on…
Delivered within time frame stated on website. It is a lovely looking knife, not yet used as it’s a Christmas present. I’m not so sure why people are so shocked when having to wait nearly 3 weeks when it is stated 7-14 business days on the website. (I even got an email a couple of days before delivery apologising for the wait). Tracking isn’t great so perhaps this is something for them to work on, but otherwise I have no complaints. Thank you.
14 december 2023
Review zonder uitnodiging
Worst place ever to buy knives from
Worst place ever to buy knives from.
Took 3 and bit weeks for my parcel to arrive because they just drop ship from china. Seriously just go to china directly and save half price and have the same wait time.
They didnt even follow their own policies when i asked for a refund.
Joke of a company
24 november 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you so much for your review
Just to confirm that we despatch our orders as much as possible from our UK stocks, but at busy times of year, we mail direct to our customers from our international warehouse.
It is especially beneficial to do this for our customers in USA and Australia etc, to reduce the carbon footprint of our deliveries.
We can and regularly do refund orders not yet despatch, which we are more than happy to do. Unfortunately if a parcel has already left our warehouse, we cannot stop it, and therefore cannot cancel and refund at that point.
However, as we advise our customers, we are more than happy for them to return the item to us, as soon as they receive it, for a full refund.
Please come back to me if I can clarify further
With all kindest regards
Lucy
Appalling service
Appalling service. Ordered two knives weeks ago. Neither have arrived despite one saying delivered and can't get hold of anyone from Santoku.
8 december 2023
Review zonder uitnodiging
Antwoord van Santokuknives
UPDATE:
Good Afternoon
We have checked your tracking again and can see that your order was delivered successfully on 8th December.
Please come back to us if we can help you further
With all kindest regards
Lucy
---------------------------
Good Afternoon
Thank you for contacting us
Thank you for your email received at 9:39am today.
We apologise for the delay in being able to get back to you due to an increased number of communications at the moment, due to the busy holiday season.
We reply to each and every message in order of date and time received.
Thank you for your order placed 27th November. We anticipate our orders to be delivered in 7-10 working days from despatch (7-14 working days from order placement).
We have just typed your tracking number into the Royal Mail tracking page, and the information given is that your parcel is out for delivery to you today.
Your delivery is therefore scheduled for business day 9.
Please come back to us if we can help you further
With all kindest regards
Lucy
Not a happy customer
Still awaiting order which havent received and wont respond to emails ive sent but happily took my money. 7 to 10 days delivery they say now coming upto 18 days and still no sign of them. Not a happy customer 😡
7 december 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon
We have checked your tracking again and can see that your order was delivered successfully on 8th December.
Please come back to us if we can help you further
With all kindest regards
Lucy
----------------------------------
Good Morning Ms Henderson
Thank you for your review
Please know that we have received 1 x email from you on 6th December, and I replied to you myself yesterday (I have emailed you directly this morning and have attached a screenshot of my previous reply for transparency).
We have checked your tracking again this morning and the Royal Mail tracking page indicates that your parcel is out for delivery to you today.
Please be aware that we advise that our orders will be delivered in 7-10 working days from despatch (7-14 working days from order placement). Your order was placed on 21st November, and will be delivered today, which is the 13th working day.
Please come back to us if we can help you further with anything at all.
With all kindest regards
Lucy
Excellent customer service
Excellent customer service. Ordered and delivered within 3 days. Thanks Lucy
7 december 2023
Review zonder uitnodiging
Scammers! Avoid!
Ordered a magnetic knife rack on 23rd Oct still not received by 15th Nov even though tracking details said it had been in the country since the 4th Nov. Made contact and was told that after investigation it had been lost in transit. Was asked to confirm my address for delivery, which I did. Still not received as of 5th Dec, no updates, no response to questions and no tracking details, but loads of spam emails about purchasing more stuff that will never be received. Total scam and shambles of a company, avoid at all costs, nothing on the website that can't be found elsewhere. Will be claiming a refund from bank.
5 december 2023
Review zonder uitnodiging
Wish I had reviews first before…
Wish I had reviews first before ordering been waiting ages have asked for a refund as this was for a gift! They come direct from china even thou they pretend to be in uk! And they not Japanese steel! It’s made in h china ! Avoid at all costs
5 december 2023
Review zonder uitnodiging
Antwoord van Santokuknives
UPDATE:
We were pleased to see that your orders were delivered to you successfully on 8th and 15th December.
------------------------------
Thank you for your review
We anticipate our orders to be delivered to our customers in 7-10 working days from despatch (7-14 working days including processing) with a polite request to allow a little extra time at busy periods such as Christmas, for delays caused by the excess parcels in the delivery channels at this time.
Thank you for your orders placed 24th and 25th November. These were despatched on the 27th and 30th November and are in transit to you with the tracking numbers communicated to you in our comms.
At this busy time of year, a lot of our parcels are sent directly from our international warehouse which is based in China for speed and in the interest of our carbon footprint as our customers are international.
Our knives are made with authenticated Japanese steel for which we have certificates available.
Thank you for your refund request received 2 hours ago. We apologise that, in line with most online retailers, we are unable to refund an order already in transit, especially as our service to you is all in line with our anticipated delivery timescales as given on our Shipping & Delivery and FAQ sections on our website.
However, should you wish to return the orders to us on receipt, for a full refund, please contact us and we can give you the details that you will need for a speedy return.
With all kindest regards
Lucy
Ordered for a Christmas present and I…
Ordered for a Christmas present and I am really happy with the product. Delivery did take a couple weeks & at first the tracking didn't sync with Royal Mail, but once they had notification they were going to receive the item, I could track with no problems.
4 december 2023
Review zonder uitnodiging
Magnetic wall-mount wooden knife rack
Magnetic wall-mount wooden knife rack. Pleased with the rack. Supplied template on the box makes it easy to position the mounting screws. Looks good and holds my knives securely freeing up space on my worktop.
There was a long wait for delivery [over 2 weeks] but I was ok with that.
2 november 2023
Review zonder uitnodiging
Empresa fraudulenta
Esta empresa es un fraude:
Aunque usa una combinación de japonés e inglés en su nombre y su
domain es .uk se trata de una empresa que se limita a vender cuchillos chinos que ni son japoneses ni se envían de UK.
Además indican un periodo de entrega de 7 a 10 días hábiles que podría alargarse hasta 15 en casos excepcionales y en mi caso el pedido llegó 26 días después de realizar la entrega. Era para un regalo así que les indiqué que quería hacer una devolución porque fuera de plazo no me ínteresaba. Me dijeron que no había problema, que cuando lo recibiera tramitarían la devolución.
Al recibirlo me dijeron que los gastos de envío de devolución los tenía que pagar yo.
El comprado se tiene que hacer responsable de pagar el incumplimiento de condiciones de la empresa?
Lo dicho, un servicio nefasto y además conduce al engaño haciéndote pensar que compras cuchillos japoneses que resultan ser chinos (pero a precios japoneses), con envíos largos como su fuera Aliexpress pero con peor atención que Aliexpress porque ni siquiera atienden a tus disputas.
Una decepción y pérdida de dinero.
Manteneros alejados de esta empresa y optad por cuchillos japoneses de calidad o versiones chinas más económicas. Nada de esto lo encontrareis en santokuknives.
Fecha de la experiencia: 25 de noviembre de 2023
25 november 2023
Review zonder uitnodiging
Not received my knife or any…
Not received my knife or any correspondance back apart from someone called "Lucy" who says its on the way. I am taking this up with my bank to get my refund back. UPDATE: Still no knife and no refund. Taking this further scam company
30 november 2023
Review zonder uitnodiging
Antwoord van Santokuknives
UPDATE:
Thank you for coming back to me
The Royal Mail tracking page indicates that the parcel is due for delivery to you tomorrow, 13 working days from order placement, in line with the delivery timescales advised on our Shipping & Delivery and FAQ sections on our website.
Please come back to me if you would like to return your order for a full refund, or if I can help you further with anything at all
With all kindest regards
Lucy
----------------------------
Thank you for your review
Thank you for your email on 28th November, to which I replied that afternoon. Thank you for your email received 5 hours ago, to which I replied a few moments ago. We reply to all correspondence in order of date and time received.
Thank you for your order placed 19th November. As advised on our FAQs and Delivery & Shipping, we anticipate our orders to be delivered in 7-10 working days from processing (7-14 working days including processing) and a polite request to allow a little extra time during busy periods, such as at present with Black Friday, Cyber Monday and Christmas.
Please be advised that your tracking will update any day now to show your parcel's arrival into a Royal Mail distribution hub and will be delivered to you in 1-2 working days from that point.
We will keep an eye on your tracker and ensure that your parcel progresses successfully.
With all kindest regards
Lucy
I ordered some knives as a christmas…
I ordered some knives as a christmas present on 20/11/2023.
I have not received anything, the tracking link seemed to be legit at first. However, when checking the tracking today it says it was delivered on 01/09/2023….. so over two months before I ordered it.
This is clearly a scam that has taken a lot of my money. There is no customer service number to call and looking at the other reviews it seems unlikely I will get my money back.
Update, I did eventually get my knives delivered and they are lovely quality. I would suggest you review how your customers receive tracking information as it’s a bit worrying when you see your package has been delivered on date before you even ordered it! Thank you for sending me updated tracking information.
30 november 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Good Afternoon
We have checked your tracking again and can see that your order was delivered successfully on 5th December.
Please come back to us if we can help you further
With all kindest regards
Lucy
---------------------------
Thank you for your review
Our system automatically sends email confirmation of order placement and shipping (including the tracking information) to every customer and to the email address input with their order. Our customer service team replies to every message in order of date and time received, and usually within 24 hours.
At busy periods, such as at the moment with Black Friday etc, we are receiving a higher volume of correspondence that we are processing as quickly as we can.
As confirmed in my reply this afternoon, your parcel only left us on 24th November and is in active transit to you.
We are not a scam, and no customer has ever been left without their complete order or a full refund.
Unfortunately customers do not update their reviews to confirm that any/all issues have been resolved fully and to their satisfaction.
Please contact us any time for updates etc and we will reply as soon as we possibly can.
Thank you so much for your patience and understanding
With all kindest regards
Lucy
AVOID!
Ordered in October. They rovided a tracking number which doesn't exist with the delivery company. Contacted Royal Mail who stated it's not a valid shipping number and they have no record of the company shipping any items via them. No response from santoku themselves. Raising legal action to get a refund as the company is a scam.
27 november 2023
Review zonder uitnodiging
Antwoord van Santokuknives
Thank you for your review
As explained in my email reply, with screenshots of the 4 x tracking updates that we can see (24th, 25th, 2 on 27th November) your order is in active transit to you, and visible on the tracking page.
The Royal Mail tracking will not synch/update until the parcel arrives to them in a couple of days. Delivery to you will take 1-2 working days from that point.
Please come back to me for any further assistance I can give you
With all kindest regards
Lucy
I ordered my knife on the 3 November…
I ordered my knife on the 3 November and still waiting.
Somebody named Lucy is sending messages about the delivery and the trucking number but the knife is nowhere to be seen. I have asked for my money back but that was ignored I suppose this is a scam. I will not recommend this company
6 november 2023
Review zonder uitnodiging
Antwoord van Santokuknives
UPDATE
Good Afternoon
We have checked your tracking and are pleased to see that your order has delivered successfully.
With all kindest regards
Lucy
---------------------------
Thank you for your review Ms Staszowski
Thank you for confirming on 13th November that you were happy for us to send your order out to you with an alternative courier due to your address being highlighted as 'remote' by our carrier. At this time, we advised you that delivery was likely to be 9-12 working days, and a little longer than our usual delivery timescales; which, as explained in our correspondence, was our reason for checking with you before proceeding.
Your order is in transit and most recently updated on 25th November. It will update again any day now to show your parcel's arrival into a Royal Mail distribution centre. As explained in our emails, your delivery will be made a couple of days after that point.
We received your request for a refund at 11:51am today. We have to reply to all correspondence in order of date and time received, and have just reached your email.
We do apologise that, in line with most online retailers, we are unable to refund an order already in transit. However, you are more than welcome to return the order to us for a full refund, as soon as you receive it.
With all kindest regards
Lucy
Your order was
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.