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September 2024 by Stephanie W
I was a fan of Gunter Wilhelm knives until I had to use their warranty these past months. Since some of the knives had sentimental value and were the first gifts from my partner (we're foodies) from ~10 years ago, I did not want to replace the knives until they finally had hairline fractures in the metal and were unsafe to use. And I love these knives so much, that I wanted to bring them with me to Australia. And we cared for our knives including using knife sharpening stones etc and do not put them in the washing machine.
So when we submitted for a warranty claim, in a meticulously careful German fashion, my German partner circled the fractured areas in a permanent sharpie, wrapped the knives in their protective black casing sleeve (which came with our purchases back in the day), filled out the form - with our cc info and request for sharpening included in payment, and sent them off. There was no confirmation for WEEKS (we had expected that it would arrive back within 2 months after we sent them off...before we moved to Australia). Finally, I directly followed up calling the one person sales team, who confirmed they received our knives - and that it's been reviewed and they would offer a replacement despite being that it was out of warranty period. They also said they couldn't evaluate the knives due to chemicals(??) on it- but the only thing we did was circle the area with the fractures in the metal.
The knives were sent to my parents place (which I appreciated they were willing to swap out the address). And when my family opened up the box to show us the knives that arrived - I was in shock. The 'replacement' knives were not even loved - completely dinged up - so much so that I asked whether they were accidentally sent the wrong knives to us. They responded immediately insulted and said if we should not have expected new knives, or that would have cost extra (we didn't know what our options were). They did not even send it back in the same protective sleeves we sent our knives in.
While I did not expect brand new knives, I would have at least thought that a company that would pride themselves with "German-quality" work would want to showcase their warranty replacements they would want people proudly using (ie. Darn Tough socks - amazing warranty), and instead it is something that looks like it was kicked around with hammers on a concrete floor, scratched up, and spent time in second rate bin materials. It also came back unsharpened. Heck, I would have even been ok with a different blade (which was the really the only issue) and my old handles, or even my old knives back. So the words I write here really cannot express the sadness and disappointment from the warranty process. So if you want knives that you can use and throw away, then Gunter Wilhelm treats them the equivalent of IKEA (no offence, IKEA).
See attached for the 'replacement' knives and their 'sleeves' that were supposedly better than the ones we sent them (sadly I don't have photos of the knives we used to own to show the hairline cracks).
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April 2023 by TJ J.
I purchased a set of these knives from Costco in 2014. They claim they have a lifetime warranty. If you have an issue, you will spend as much money on shipping and returning as you would buying a replacement. That is not the worst of it. The first time I sent a steak knife back, it took about 3 weeks to get it back. I sent a knife back almost 2 months ago, and heard nothing from them. I called them and sent a contact form to them this morning to check on the status. It was as if I was emailing a middle school child. The communication quickly turned insulting. At one point, the person was so disrespectful, I almost lost it. This is the email note that sent me spiraling: "We sold few lines in Costci over the years. This line was replaced in Oct 2015. We left Costco in Aug 2016. I hope this maje it simple and clear. You are spending energy and time instead of getting the proof of purchase from Costco as suggested on our first communication. Please follow the Warrenty policy and we will be happy to serve you." Respectfully This includes the typos and everything. Now, after this I was told the CEO would call. That would have been great so I can tell him how poor his customer service is. He dialed the wrong number. I did miss in one of the notes that the CEO would call me tomorrow between 10:30 and 11:00, probably because I was so floored. I never asked for the CEO to call anyway. I asked for a manager. Why is the CEO calling customers about something so trivial, a broken steak knife????? Well, I received this after I said I would forward the email notes to Costco: It is a free country. You may send the communication to Costco. Please don't forget to tell them that you ignored the instructions on the warranty form. "The CEO will not call you tomorrow. A call will not resolve anything. This case is closed. If you wish, you may refuse the package we sent." Respectfully. I don't mind sharing this email thread because this is absurd. I've never experienced anything like this. We are talking about replacing a steak knife that has a lifetime warranty!!!! I sent them pictures of the block and everything. Who would go through so much trouble to steal a steak knife? Needless to say, those knives are no longer on my counter. These don't mean as much out of context, but I certainly don't mind showing the entire thread. Save yourself some customer service headaches. Never will I purchase from them again. I had an entire block and a block of steak knives. They are out of my kitchen, and will never return. Run, or pay for the shipping and returning (if you get a replacement), and excuses. Whatever you do, keep a receipt, even if they've given you a replacement before. As I said, I purchased these in 2014.
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March 2023 by Shawn S.
Never Ever deal with this company- their lifetime and replacement statement is completely false. Don't fall for their BS- buy something else .
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December 2022 by Yifat Kedar
I've been using the amazing knives for well over 15 years! I love the knives so much I've given them as gifts with personal engraving \\u0026 everyone who received them loved it! I also love the pots \\u0026 pans. Everything they make is excellent quality at a great price. In addition, the customer service is always exceptional!
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November 2022 by Chef Bernard Talley Chef Bernard Talley
Great Presentation
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October 2022 by RV M
Came in to get a knife sharpened, and what I got out was a knife that cut as sharply as when I first got it. The knifes they had on selection were top notch as well. Would recommend a visit!
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September 2022 by Mike Eye
I have the Executive Chef Series cutlery set and I use them daily. These are quality knives with a very good feel in your hands. When guest visit and see me use them I am usually asked if they can hold them. Once they feel the weight, stability and quality I am asked how much and where to buy. I took a trip to the showroom to buy a boning knife unfortunately it was closed. I did get the opportunity to met David at the Ramsey Farmers Market, where he offers sharpening services. If you are in the market for kitchen knives visit David, website or shop.
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February 2022 by Arthur Clark
Have had these knives for about 5 years have been happy but now the tip broke on one and if you call the phone number, it ask for a extension-no one answers and no list of extensions why put a phone number out you cannot reach?
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December 2021 by Gerard I.
Stopped by today to purchase a chefs knife. Let me tell you the owner was so nice and went over a lot of details with me before my purchase which included how to hold a knife, the proper cutting and rocking technique, etc. I was also planning on purchasing a santoku knife as well, but the owner talked me out of it and told me they are so similar and to just start off with a chefs knife. Most places would try and sell you the entire farm, but I was not pressured at all. Loving my purchase so far
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August 2021 by A.J. S.
Great service. Knives sharpened and turn around was fast. Only issue is the price. $1./foot. Much more than the other sharpening services by three times.
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June 2021 by Amanda D.
I just had a knife break in half when it slipped from my counter top onto my tile floor. They want me to pay to ship it back and then pay $15 for the replacement to be shipped. so much for a hassle free warranty.
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January 2021 by Michael Bohan
I purchased a Premier Pro Cut chef's knife as a gift for my roommate. I needed to modify the engraving option I had selected, and I received a response to my request in no time on a Saturday night. My roommate said it was the best gift he'd ever received. Can't thank David and Tom enough for their level of service. Excellent customer service and craftsmanship.
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November 2020 by Lenny Nathan
I got a great education on knife sharpening. No upselling, great q&a. Left with great edge on my knives and knowledge how to care for them properly
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September 2020 by Frank J Davis
I received my knives last week. I have used them several times and these things are WICKED sharp, they feel great in your hand. All these years I thought I had awful knife skills, come to find out I just needed quality knives!! Gunter Wilhelm are definitely high quality!! I have a lot to learn and need more practice, but there is a marked difference in my skill just from having great knives!! Thank you
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March 2020 by Randy Salinas
Great product, they are sharp and cuts trimming time down. Love using them on my BBQ catering/competition trims.
