“Extremely disappointed in warranty service.
I initially invested in two knives in October of 2021, order # 14181. I saw the 6" Petty that was featured on Bon Appetit and purchased it in a set for $364. I invested in this expensive set because of the reputation for quality and the lifetime warranty. When the knife broke I was disappointed but followed the warranty procedure. I expected a replacement that would restore the items original value.
The initial customer interaction was smooth, I sent my knife in for service as instructed. However, what I received back was not the knife I originally purchased, but a significantly altered, less desirable version. My blade was ground down to address the break, fundamentally changing its design, ergonomics, balance and utility. The 6" Petty I received back is physically smaller and no longer functions in the manner I originally intended or paid for. This "repair" devalued my purchase. A lifetime warranty should not change the knive's Form and Function entirely.
This experience has been incredibly disappointing. It is failed to honor the implied contract of maintaining the products original quality and design. I have recommended your company to others. I am formally asking New West Knifeworks to take action. I would like my 6" Petty replaced in a reasonable time frame, I wait for a response.”
English