On Dec 3rd, I purchased a ******* Classic carbon steel knife from this company as a present. This is an expensive $145 knife that is reputed to be one of the best, although guidance stated extra care is needed for the carbon steel knife. The present was given on Dec 25th and used later that day. After use it was hand cleaned and dryed in accordance with the limited instructions and then left out on the kitchen counter for the evening (there was nothing in the instructions that said it could not be left out). It was NOT stored that evening but all other care precautions were taken as my mother-in-law is an experienced cook and my sister-in-law is a trained chef so experienced in handling quality chef's products.
In the morning the knife was rusted all over the blade which was clearly not normal so I complained to the company and gave a description of the issue. However, I did not feel an accurate description of the issue and situation was taken down. The company contacted the manufacturer who responded that because the product was not dried (incorrect) there could be no refund/exchange. This was not the case as the product was dried (in accordance with the instructions). I made it clear that I was not happy with how the company intermediated my complaint and was instead given the contact details of the manufacturer who I am now trying to get in touch with.
On the companies website it says "Remember though, unlike modern steels, carbon steel is not stainless, so it's recommended to lightly wipe the blades with oil to keep rust from forming when stored. Hand wash only." The instructions that arrived with the product were similarly limited in care description. If we did something incorrect it was not in the instructions and on the companies website. It was further not explained in the after-sales service and I did not feel my position was in any way advocated, resulting in the fact we did not get an exchange of product.
The company holds itself out as a specialist in this area that states "customer service is also of the utmost importance to us" which is why I used them however it appears their poor product descriptions on the website and after sales service have led to a loss on my part.
Either a refund or an equivalent STAINLESS STEEL product such as the Wusthof STAINLESS STEEL 9-inch Classic Chefs Knife would be appropriate resolution
Contact Name and Title: ******* ********** ******
Contact Phone: XXX-XXX-XXXX
Although this issue has now been resolved, I'd like to make note of the details when responding. On December 26th, you phoned our office to discuss an issue with rust which had formed on your new knife overnight. You also emailed a photo which showed the rust and the start of a patina on the blade. You explained that you had hand washed the knife, but left it in the drying rack overnight. The spotting of rust along the blade seem to indicate it was not fully dried. *******, who has manufactured knives for over 200 years, concurred.
The care instructions you received in the box, as well as the description on our website that you've notated, both state to oil the blade and store it after drying it carefully (this limited edition knife is manufactured using a high-quality carbon steel, as you know, hence fully drying and oiling it).
The instructions that come with the knife are detailed, and state the following:
1. Clean the knives after each use. They should be rinsed off under water and then dried carefully. Also, treat the handle and blade regularity with the oil provided.
2. Do not on any account put these knives in the dishwasher!
3. Always store the knives separately and in a dry place.
4. Even when looked after properly, the blades will go darker over time. The patina develops as a result of the acid in food/fruit. It is completely harmless and non-hazardous. The patina gives the knives their unique and old-fashioned look.
The care instructions continue with information on polishing the blade and sharpening/honing it. I would have to disagree with you that the care instructions provided are 'limited', and do mention things you say they do not.
Again, washing the knife by hand and leaving it overnight in the drying rack to find rust spots indicates misuse, and not a manufacturing defect. We did contact the manufacturer on your behalf on 12/29, who again confirmed after seeing the photo that the issue had nothing to do with a true defect. They would not cover the damage under warranty. However, as a one-time courtesy, we did email you a prepaid shipping label to return the rusty knife to us and issue a full credit.
We are a smaller, family-owned business (4th generation) and we do pride ourselves on customer service and product knowledge. I do apologize if you have been left with any ill-feelings towards our company and hope you consider the issue now resolved.
Customer Service Manager