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Elre H

1 reviews | Active since Nov 2010

17 Jun 2020, 11:55

Poor After Service

I ordered a birthday gift for my husband's 40th and it came much earlier than expected. This was great, until the knife broke. Now, I have been waiting more than 2 weeks for a response from you and nobody is getting back to me.

I sent an email on the 1st of June to enquire about exchanging the product. Then I submitted a return on the on the 5th of June and still nobody has responded or came to collect the return.

To you it might not be a lot of money but to me it is a lot. I just want the product exchanged. The knife was used 3 times and then the blade snapped. This is not what you expect from a Wusthof product and I believe it might just be a factory error. I just want someone to get back to me please. I can understand that you should have a back log due to COVID, but this is old news and most places are actually up to date already.

Please can someone respond to me and help me. This is to much money just to leave it as is. I am really disappointed with your after service.

0
Replies (3)
Yuppiechef
Yuppiechef's reply17 Jun 2020, 13:48
Official
Hi Elre, we are so sorry we have not been able to get back to you regarding your return. Throughout lockdown we could not process returns and this has lead to a backlog of cases which need to be addressed. We have notified the team of your case and asked them to get back to you as soon as they can. 
EH
Elre H's update17 Jun 2020, 14:22
Reviewer Update
Hi, I understand that, but just not responding after you advise that a response will be sent within 24-48 hours is not acceptable. If you had just let me know that someone is looking into this case or you have 100's of cases opened, I would have understood. I am not unreasonable. I just do not want a response where you tell me that due to the fact that there is backlog the return or warranty can not be honoured. I hope that this will not be the case.
Yuppiechef
Yuppiechef's reply25 Jun 2020, 09:08
Official
Hi Elre, we're aware that the team has been in touch, and collected the faulty knife. We hope you'll receive the replacement very soon. Once again we're so sorry that we let you down.