I purchased a set of these knives from Costco in 2014. They claim they have a lifetime warranty. If you have an issue, you will spend as much money on shipping and returning as you would buying a replacement. That is not the worst of it. The first time I sent a steak knife back, it took about 3 weeks to get it back. I sent a knife back almost 2 months ago, and heard nothing from them. I called them and sent a contact form to them this morning to check on the status. It was as if I was emailing a middle school child. The communication quickly turned insulting. At one point, the person was so disrespectful, I almost lost it.
This is the email note that sent me spiraling:
"We sold few lines in Costci over the years. This line was replaced in Oct 2015. We left Costco in Aug 2016. I hope this maje it simple and clear.
You are spending energy and time instead of getting the proof of purchase from Costco as suggested on our first communication.
Please follow the Warrenty policy and we will be happy to serve you."
Respectfully
This includes the typos and everything. Now, after this I was told the
CEO would call. That would have been great so I can tell him how poor his customer service is. He dialed the wrong number. I did miss in one of the notes that the CEO would call me tomorrow between 10:30 and 11:00, probably because I was so floored. I never asked for the CEO to call anyway. I asked for a manager. Why is the CEO calling customers about something so trivial, a broken steak knife?????
Well, I received this after I said I would forward the email notes to Costco:
It is a free country. You may send the communication to Costco. Please don't forget to tell them that you ignored the instructions on the warranty form.
"The CEO will not call you tomorrow. A call will not resolve anything. This case is closed. If you wish, you may refuse the package we sent."
Respectfully.
I don't mind sharing this email thread because this is absurd. I've never experienced anything like this. We are talking about replacing a steak knife that has a lifetime warranty!!!! I sent them pictures of the block and everything. Who would go through so much trouble to steal a steak knife? Needless to say, those knives are no longer on my counter.
These don't mean as much out of context, but I certainly don't mind showing the entire thread.
Save yourself some customer service headaches. Never will I purchase from them again. I had an entire block and a block of steak knives. They are out of my kitchen, and will never return.
Run, or pay for the shipping and returning (if you get a replacement), and excuses. Whatever you do, keep a receipt, even if they've given you a replacement before. As I said, I purchased these in 2014. read more