Kai Cutlery

Customer has already called in and I (Steven R [redacted] , the Warranty Supervisor) spoke with him regarding the issue The customer did not recall who he spoke with, only that it was a woman Our IT department is in the process of checking our phone logs to who he spoke with and what was said.In regards to the issue of the knife We have offered to repair the knife if he sends it in or to send parts at no charge to the customer so that he could repair it Customer stated that he no longer has the knife, that it was thrown away Unfortunately, there is nothing that we can do if a knife is discarded, lost, or stolen to repair or replace it We did offer a new knife at 50% off MSRP and the customer declined We also offered that if he would like to take us up on that offer at some point in the near future, we could still honor it for a while.Please let me know if there is anything else that you need.Thank you,

Thank you for reaching out to us For the gift with purchase program, a proof of purchase is required For online orders, the packing slip that comes with the purchase (with the return label still attached, showing that the product has not been returned) is needed The customer was shipped two packages with two separate packing slips The customer only sent us one of the packing slips, which only confirms the receipt of part of the order Our fulfillment department will continue to work with the customer to get the needed documentation so that this can be resolved Thank you,

Kershaw [redacted] Kuro Tanto Folding KnifeFound a safety defect that could result in inadvertent/uncontrolled closure of the bladeThe Liner Lock does not fully engage [lock] the back of the bladeMade main mistake returning the defective knife it to the manufacture for replacementThey charged me almost $to return it on Nov 16, and have yet, as of Dec 16, to acknowledge receiptI have provided them the UPS tracking # verifying it was delivered

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

The warranty for this model knife, as stated in our packaging and on our website, is "Shun Cutlery from Kai USA Ltdcarries a limited warranty for the lifetime of the original owner, except when stated otherwiseWe guarantee our cutlery against manufacturing defects in material and construction and to perform as advertised when properly used and maintainedThe Limited Lifetime Warranty is non-transferable and does not extend to signs of wear, rust, damage or breakage due to improper use, improper maintenance, accidents, loss or theftAny product we determine to be defective will be repaired or replaced solely at our discretion."Upon evaluation of the customer's knife, no defects could be found in the steel composition or heat treatment We do not make any speculation on how a knife was used or what the customer may have been doing with it, only if it was defective or not We sent a letter back to the customer explaining that the knife was not covered under the warranty and the damage was too deep to be able to repair We offered a replacement knife at 50% off MSRP in good faith since the damage did not fall under warranty

Kershaw *** Kuro Tanto Folding KnifeFound a safety defect that could result in inadvertent/uncontrolled closure of the bladeThe Liner Lock does not fully engage [lock] the back of the bladeMade main mistake returning the defective knife it to the manufacture for replacementThey charged me almost $to return it on Nov 16, and have yet, as of Dec 16, to acknowledge receiptI have provided them the UPS tracking # verifying it was delivered

The knife has been received, keyed into the system, repaired, and returned The knife was shipped back to the customer via *** on 4/21/ Tracking number *** *** is estimating a delivery date of 4/28/ From the date received (3/17/2015) to the
date shipped out (4/21/2015) is within the week turnaround stated on our website.Please let me know if there is any more info that you need.Thank you,*** ***

Package No*** was misdelivered by USPS Even though Kai was notified by both e-mail and phone call that they would have to file the insurance claim, the requests were ignored Also per their "Warranty and Sharpening Form" and their own *** posting, they accept responsibility for all packages once delivered to them So far, they have denied that responsibility and refuse to respond to requests to either replace the knives or reimburse me for them - which should theoretically be covered by the postage insurance - provided they bothered to do so

Complaint: ***I am rejecting this response because: YOU PEOPLE ARE A BUNCH OF LIARS AND PROMISED SOMETHING NOW YOUR BEING STINGY ABOUT IT...Sincerely,*** ***

Thank you for reaching out to us.  For the gift with purchase program, a proof of purchase is required.  For online orders, the packing slip that comes with the purchase (with the return label still attached, showing that the product has not been returned) is needed.  The customer was...

shipped two packages with two separate packing slips.  The customer only sent us one of the packing slips, which only confirms the receipt of part of the order.
 
Our fulfillment department will continue to work with the customer to get the needed documentation so that this can be resolved.
 
Thank you,

Our warranty as stated on our website and all our products with the limited lifetime warranty."Shun Cutlery from Kai USA Ltd. carries a limited warranty for the lifetime of the original owner, except when stated otherwise. We guarantee our cutlery against manufacturing defects in material and...

construction and to perform as advertised when properly used and maintained. The Limited Lifetime Warranty is non-transferable and does not extend to normal signs of wear, rust, damage or breakage due to improper use, improper maintenance, accidents, loss or theft. Any product we determine to be defective will be repaired or replaced solely at our discretion. To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters. In addition to the provisions of this warranty, the owner may also have other rights that can vary by state. No other warranties are implied or expressed other than what is specifically stated here."Unfortunately, the warranty does not cover the cost of shipping knives for evaluation.  If you have any questions, please email or call.Thank you,[redacted]

Thank you for reaching out regarding this matter.  When the knives were processed for repair, the Nakiri was noted that the cutting edge was already up to the damascus.  This notation is done when the knives are first opened, before any work is done on them.  We cannot speculate if...

the customer sharpened them at home or took them to a 3rd party sharpening service or anything else.  However, we did observe their condition before we worked on them.  Ware and tear is not a defect and not covered by the limited lifetime warranty.  As a courtesy, we offered a new knife at 50% off MSRP rather than just returning the knife.  Please let me know if there is any additional details needed.  Thank you,

Complaint: [redacted]I am rejecting this response because: The company states in their response that the packing slips are required for proof of purchase. In their rebate form available online and used with my submission their is no mention of packing slips being required. The rebate offer says "Print, fill out, and mail this form, along with your original sales receipt" (Available: http://www.williams-sonoma.com/info/pages/popup/gwpshun403/ ). I printed the form, filled it out and mailed it along with my original sales receipt and the company reject my submission because I did not sent packing slips.
No where on the form does it say that for online orders - sales receipts are not accepted and the customer must provide packing slips. 
This company is disregarding the terms of their advertised offer in an attempt to shirk payment. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The knife broke while cutting a squash in half lengthwise. I am the original purchaser. 50% off MSRP is a joke when that's nearly standard retail prices. Sincerely,[redacted]

Customer has already called in and I (Steven R[redacted], the Warranty Supervisor) spoke with him regarding the issue.  The customer did not recall who he spoke with, only that it was a woman.  Our IT department is in the process of checking our phone logs to who he spoke with and what was...

said.In regards to the issue of the knife.  We have offered to repair the knife if he sends it in or to send parts at no charge to the customer so that he could repair it.  Customer stated that he no longer has the knife, that it was thrown away.  Unfortunately, there is nothing that we can do if a knife is discarded, lost, or stolen to repair or replace it.  We did offer a new knife at 50% off MSRP and the customer declined.  We also offered that if he would like to take us up on that offer at some point in the near future, we could still honor it for a while.Please let me know if there is anything else that you need.Thank you,

The warranty for this model knife, as stated in our packaging and on our website, is "Shun Cutlery from Kai USA Ltd. carries a limited warranty for the lifetime of the original owner, except when stated otherwise. We guarantee our cutlery against manufacturing defects in material and construction...

and to perform as advertised when properly used and maintained. The Limited Lifetime Warranty is non-transferable and does not extend to normal signs of wear, rust, damage or breakage due to improper use, improper maintenance, accidents, loss or theft. Any product we determine to be defective will be repaired or replaced solely at our discretion."Upon evaluation of the customer's knife, no defects could be found in the steel composition or heat treatment.  We do not make any speculation on how a knife was used or what the customer may have been doing with it, only if it was defective or not.  We sent a letter back to the customer explaining that the knife was not covered under the warranty and the damage was too deep to be able to repair.  We offered a replacement knife at 50% off MSRP in good faith since the damage did not fall under warranty.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]