CutleryAndMore.com

Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ Contact Name and Title: [redacted] Contact Phone: [redacted] This customer placed an order with us on March 20th, 2015, for an All-Clad 5-qtStainless Steaming PotThe item he received had minor visual defects, which included a small dent under the lid, and one of the letters in the name 'All-Clad' (which is about a cmin size) was not uniformed - one of the L's was shorter than the other We apologized for the inconvenience and emailed him a prepaid [redacted] shipping label for the product's returnOnce received, we inspected the returned product carefully and deemed it defective due to the lettering and small dent under the lidHowever one of the other complaints from the customer was the soft scratching or buffing marks on the item, which you see on nearly every All-Clad stainless piece when the light reflects off the productThe customer believed this made the items defective or second-quality, when in fact it is very to seeThis information was also confirmed by the manufacturer, directly to the customer, as he states When we informed the customer that all pieces would be similar in this way, he asked us to contact All-Clad to have a piece specially ordered for himThis is not an option with All-Clad; they will not ship any item directly to a consumerThe customer felt we had 'refused' his request, when it was simply not an option in the first placeWe then informed the customer that we did not feel comfortable shipping a replacement pot to him, as his expectation of a perfect product was unrealistic due to the way they are manufacturedWe issued a full refund instead and again apologized for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is double speakBy their own admission this company sells secondsWhich is defined as imperfect productsAll I am asking for is that the company supply me with the first quality goods which it advertised and did not deliverBuying these first quality goods from someone else at high retail will cost me far more money than from this vendorIf this vendor will not supply first quality goods as advertised I have been damaged by the additional amount of money it will cost me to buy the product in the condition as advertised which cutleryandmore.com failed to send to meAll I want is what they advertised, and what I paid for I understand that others have made similar complaints about this company Final Business Response / [redacted] (4000, 9, 2015/05/04) */ Thank you for the replyAs we have repeatedly mentioned to you over the phone and via email, the products we sell are NOT second-quality or defective itemsEven the manufacturer, All-Clad, has informed you of this directly; everything we receive in brand-newWe simply did not have the pot in the flawless or perfect condition that you requestedWe have already refunded you in full for your purchase, and will not be compensating you additionally for an item that you purchase from another retailer

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ Contact Name and Title: Lucresia Manager Contact Phone: [redacted] Contact Email: [redacted] Linda placed an order for a set of knives on 4/22/15, and received them on 4/27/She called us on 5/6/because she thought the set she received was the incorrect oneWe went over the details of the set with her, which was an 11--piece Wusthof Classic Knife Set, item #88511-NThis set contained larger forged kitchen knives, stamped steak knives, a sharpening steel, knife block, and scissorsThe customer did not realize that the set came with stamped steak knives instead of forged ones, but the title and description clearly state ''11-piece Natural Knife Block Set with Stamped Steak Knives''This is a set put together by the manufacturer, WusthofWusthof also makes similar sets, with all forged knives (including forged steak knives), but the price is substantially more (as forged knives are more expensive than stamped) We did offer Linda options: We would send a prepaid return label for Linda to return just the stamped steak knives, and would exchange them for the more expensive forged steak knives (she would cover the difference in cost) We would send a prepaid label for her to return the entire set and we'd issue a complete refund once we received the set back At the close of our last conversation, she informed us that she knew people at Wusthof (the manufacturer) and would be contacting them directlyWe have not hear from her again re a decision Thank you, Lucresia CutleryandMore Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no need to return the whole eleven pieces, only the four gourmet steak knives, that should be classicThis set was over$dollarsThe four steak knives are junk, the box clearly states, all contains, are classicI don't mind returning the four steak knives, for four classic ones, but not the whole setThis sounds reasonable to me, I'll even pay the postage Thank you....linda Final Business Response / [redacted] (4000, 9, 2015/06/17) */ Contact Name and Title: Lucresia CS Manager Contact Phone: [redacted] As we stated in our previous response, we will be happy to exchange the Gourmet stamped steak knives for the Classic forged knivesYou order Wusthof 11-pcNatural Knife Block Set with Stamped Steak Knives, ClassicThis is clearly stated on our website on the title and in the description http://www.cutleryandmore.com/wusthof-classic/knife-block-set-stamped-steak-kniv...⇄ We will send the prepaid label for the stamped steak knives to exchange for Classic forged steak knives.But there is a difference in priceYou would be responsible for the price differenceThe difference in cost is $for the exchangeWe will not be able to exchange the Gourmet steak knives for freeIf you decide not to do the exchange, we will still provide the prepaid return label if you chose to return the knife set for a full refundI do apologize for the confusion and inconvenience this may has caused you

Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
This customer placed an order with us on March 20th, 2015, for an All-Clad 5-qt. Stainless Steaming Pot. The item he received had minor visual defects, which included a...

small dent under the lid, and one of the letters in the name 'All-Clad' (which is about a cm. in size) was not uniformed - one of the L's was shorter than the other.
We apologized for the inconvenience and emailed him a prepaid [redacted] shipping label for the product's return. Once received, we inspected the returned product carefully and deemed it defective due to the lettering and small dent under the lid. However one of the other complaints from the customer was the soft scratching or buffing marks on the item, which you see on nearly every All-Clad stainless piece when the light reflects off the product. The customer believed this made the items defective or second-quality, when in fact it is very normal to see. This information was also confirmed by the manufacturer, directly to the customer, as he states.
When we informed the customer that all pieces would be similar in this way, he asked us to contact All-Clad to have a piece specially ordered for him. This is not an option with All-Clad; they will not ship any item directly to a consumer. The customer felt we had 'refused' his request, when it was simply not an option in the first place. We then informed the customer that we did not feel comfortable shipping a replacement pot to him, as his expectation of a perfect product was unrealistic due to the way they are manufactured. We issued a full refund instead and again apologized for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is double speak. By their own admission this company sells seconds. Which is defined as imperfect products. All I am asking for is that the company supply me with the first quality goods which it advertised and did not deliver. Buying these first quality goods from someone else at high retail will cost me far more money than from this vendor. If this vendor will not supply first quality goods as advertised I have been damaged by the additional amount of money it will cost me to buy the product in the condition as advertised which cutleryandmore.com failed to send to me. All I want is what they advertised, and what I paid for.
I understand that others have made similar complaints about this company.
Final Business Response /* (4000, 9, 2015/05/04) */
Thank you for the reply. As we have repeatedly mentioned to you over the phone and via email, the products we sell are NOT second-quality or defective items. Even the manufacturer, All-Clad, has informed you of this directly; everything we receive in brand-new. We simply did not have the pot in the flawless or perfect condition that you requested. We have already refunded you in full for your purchase, and will not be compensating you additionally for an item that you purchase from another retailer.

Initial Business Response /* (1000, 5, 2015/06/04) */
Contact Name and Title: Lucresia Manager
Contact Phone: [redacted]
Contact Email: [redacted]
Linda placed an order for a set of knives on 4/22/15, and received them on 4/27/15. She called us on 5/6/15 because she...

thought the set she received was the incorrect one. We went over the details of the set with her, which was an 11--piece Wusthof Classic Knife Set, item #88511-N. This set contained 4 larger forged kitchen knives, 6 stamped steak knives, a sharpening steel, knife block, and scissors. The customer did not realize that the set came with stamped steak knives instead of forged ones, but the title and description clearly state ''11-piece Natural Knife Block Set with Stamped Steak Knives''. This is a set put together by the manufacturer, Wusthof. Wusthof also makes similar sets, with all forged knives (including forged steak knives), but the price is substantially more (as forged knives are more expensive than stamped).
We did offer Linda 2 options:
1. We would send a prepaid return label for Linda to return just the stamped steak knives, and would exchange them for the more expensive forged steak knives (she would cover the difference in cost).
2. We would send a prepaid label for her to return the entire set and we'd issue a complete refund once we received the set back.
At the close of our last conversation, she informed us that she knew people at Wusthof (the manufacturer) and would be contacting them directly. We have not hear from her again re a decision.
Thank you,
Lucresia
CutleryandMore
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need to return the whole eleven pieces, only the four gourmet steak knives, that should be classic. This set was over$300 dollars. The four steak knives are junk, the box clearly states, all contains, are classic. I don't mind returning the four steak knives, for four classic ones, but not the whole set.. This sounds reasonable to me, I'll even pay the postage.
Thank you....linda
Final Business Response /* (4000, 9, 2015/06/17) */
Contact Name and Title: Lucresia CS Manager
Contact Phone: [redacted]
As we stated in our previous response, we will be happy to exchange the Gourmet stamped steak knives for the Classic forged knives. You order Wusthof 11-pc. Natural Knife Block Set with Stamped Steak Knives, Classic. This is clearly stated on our website on the title and in the description.
http://www.cutleryandmore.com/wusthof-classic/knife-block-set-stamped-steak-kniv...⇄ /> We will send the prepaid label for the stamped steak knives to exchange for Classic forged steak knives.But there is a difference in price. You would be responsible for the price difference. The difference in cost is $140.00 for the exchange. We will not be able to exchange the Gourmet steak knives for free. If you decide not to do the exchange, we will still provide the prepaid return label if you chose to return the knife set for a full refund. I do apologize for the confusion and inconvenience this may has caused you.