The Customer Service Thread

[Heckel7302]

Haven't mentioned Joe at Sugi Cutlery. My dealings have been first rate.

I feel like most of the specialty shops are really great with customer service. Probably a much shorter list of those that have had negative experiences.

 

[HumbleHomeCook]

Haven't mentioned Joe at Sugi Cutlery. My dealings have been first rate.

I feel like most of the specialty shops are really great with customer service. Probably a much shorter list of those that have had negative experiences.

True. I've had excellent experiences with @sharpknifeshop, Strata, Epic Edge, etc.

I've only had a truly bad experience with one vendor.

 

[DitmasPork]

I was going to post this in the new knife thread but I thought it might be nice for us to have a place to recognize exceptional customer service from the makers and vendors we love.

Here's my TF tale...

I direct ordered a 195mm yo Denka gyuto a year ago, waited four months beyond the two months they said it would take and then cancelled. Next I bought a 240mm wa gyuto domestically. When it arrived I noticed a weird flaw - there was a small imperfection in the spine with what looked like a piece of white plastic wedged in it. Very odd. It was also rife with excess wabi sabi - the grind was, ahem, creative and it wedged like that was its purpose. A recommended TF whisperer asked for measurements and declared it unfixable.

Anyway, long story short, I got no support from the US vendor, who frankly should never have sold the knife. I tried to get in touch with TF but couldn’t get an email back. In desperation I tried sending a FAX and quickly got a reply from Miho’s boss, Syutaro (I asked permission to use his name here).

This guy is an absolute prince. He said he would take the flawed knife (that they did not sell to me) back and make me a new one. Paid for return shipping, paid return import duty, even refunded the $80 I lost in the transaction due to currency fluctuations(!), and kept in touch every step of the way. It still took another six months to get the knife but I am a very happy camper.

I was given a choice between two blades and four handles (photos of blades and handles were provided). I couldn’t resist the urushi. Apparently they have an in-house specialist. I haven't seen one before and it’s certainly striking on my knife block. The knife cuts fantastically, F&F is outstanding and the grind is excellent and even. I get all the fuss about these knives now. It handles like a smaller knife, and the cutting feel is unique and amazing. I reach for it more than any other right now and the damn thing seems to never need sharpening. No wedging at all.

Sorry for the epic! I just wanted to acknowledge the absolutely stellar treatment I received from TF. I was blown away and couldn’t be happier with the outcome at the end of a lengthy journey.

Anyone else received noteworthy support recently?

EDIT: 240mm not 230mm

View attachment 239853View attachment 239854View attachment 239855View attachment 239856View attachment 239857

Barenaked pre-notch and grinding/sharpening:
View attachment 239852

Handle options:

1 : Red colored Urushi (lacquered) handle with buffalo horn bolster
2 : Black ebony handle with buffalo horn bolster
3 : Brown rosewood handle with buffalo horn bolster
4 : Magnolia handle with buffalo horn bolster

View attachment 239861

And the weird flaw in the original bought domestically:
View attachment 239858

That's a great looking denka! ...the red handle one, not the knife with string attached.

 

[Greenbriel]

Haven't mentioned Joe at Sugi Cutlery. My dealings have been first rate.

I feel like most of the specialty shops are really great with customer service. Probably a much shorter list of those that have had negative experiences.

I wasn't planning on mention the vendor, but as someone else did I feel I have to ... Sugi is where the Denka with the flaw and plastic inclusion came from. I emailed Joe, he told me it came from one of his brokers rather than TF directly, he would reach out to see if anything could be done (while warning that this broker has declined any refunds or exchanges previously. He agreed that it was a really bizarre flaw. I sent three emails after that and never heard from him again.

That's a great looking denka! ...the red handle one, not the knife with string attached.

Thanks Ditmas!

I was originally hoping to switch to a western handle (I got the wa just because that's what Sugi had in stock) because that seems to be what most people get on TFs, but I am thrilled with how it came out. It felt a bit risky - I figure it could increase—very unusual/maybe rare(?), and certainly striking—or decrease—"I want a Yo like I see everywhere else"—resale but It's quickly become a real favorite and is firmly in the "knives I'll (probably) never sell list" .

And not wedgy!