“Thank you for your reviews of SantokuKnivesUK
We just wanted to assure any readers that our knives are not from AliExpress but are made for us by one of the largest manufacturers in the world, who make the items for many of the high-end, well-known brands around the world. We are proud to have many repeat customers, including many chefs working in prestigious kitchens around the world, Masterchef finalists and top food bloggers.
Unfortunately and understandably, we received some negative reviews around Christmas and into the New Year, as we suffered from the same Covid, UK Border, Christmas-rush and Brexit issues and delays that affected so many online and high street retailers Dec 2020 and into 2021, as reported widely in the UK press. These issues affected our deliveries and tracking updates with many of our parcels being returned to sender/held up at customs or courier and Royal Mail warehouses/lost completely, with tracking updates being delayed and vanishing completely. We understand that many companies, providing all different products and services, were affected in the same way by these problems. Unfortunately these issues were completely out of our control and we were informing our customers with the only information that we had at the time.
However, each and every customer received either their complete order or a full refund with our apologies. Equally all delivery services and channels have now thankfully returned to normal, although the backlog took until around March 2021 to clear.
To confirm that it is not possible to take unauthorised payments from a customer. We receive notification of payment and the monies from our customers by their payment providers, but do not have access to their accounts/cards to take monies. Payment to us can only be done through a payment provider or an electronic invoice that then links to a payment provider. All of this has to be actioned by the customer. The payment providers have control of the payments and where they currently are in the payment/refund system. We can action a cancellation/refund immediately, but it is then dictated by the payment provider and their system as to how long this will take to clear etc.
Every customer is emailed as soon as their order leaves us, with the tracking number for their parcel and details on how to use it to track their parcel. We encourage customers to check their tracking every few days and to contact us if there are any delays in updates etc so that we can check for any issues. We are completely transparent and only supply our customers with the same tracking information that they can see themselves when they use their tracking number. We are always happy to update any customer on the tracking of their parcel, which updates via the scanning processes along the delivery route. We would not be able to alter this information as it belongs to the carriers and deliver companies such as Royal Mail, DHL etc.
To confirm also that we do not post fake reviews regarding our products, services or company on any site. Quite rightly, all review sites, including Trustpilot for example, heavily scrutinise each and every reviewer for authenticity. Should we feel that a review includes unjust claims/personal information etc, we can ask Trustpilot to review its placement on their site. However, it is ultimately Trustpilot's decision as to whether they agree with our request for information/ a review to be removed, and such action by Trustpilot is extremely rare.
We go to great lengths to supply premium products to our customers, providing excellent customer service to anyone who contacts us, ensuring that we resolve any issues as quickly as we possibly can.
We provide a satisfaction guarantee and any customer wanting to return a product to us for any reason at all, is absolutely free to do so, for a full refund to their original method of payment. We would never leave any customer without their full refund and satisfaction, or a full refund, as is our company promise.
Thank you again and please do come back to us directly with any concerns or if we can help you with anything at all
With all kindest regards
Santoku Knives”
