Description

My family member purchased two sets of knives, by accident, he intended to order 1. But didn't receive a confirmation so thought the order didn't go through. Each set was 4 knives. The cost was $96.88 per set of 4 knives. He received first set, opened and accepted the set. The second set came, and he realized 2nd order did go through afterall. He had no use for the second set, so he didn't even open the package. He looked up the return policy, printed the label and followed return directions for a full refund minus the shipping costs. My family member agreed to the terms, paid the shipping to return unopened package. Tracking the refund, and realized they only gave him a partial refund of $36.21. When I contacted the company via email, and told them there must be some mistake, they emailed me back and said there were only 2 knives in the package. I told them, well if there were only 2 knives in the package then that's how it was sent from Matsato, because the package hasn't even been opened, yet you charged us for 4 knives totaling $96.88. They came back and asked to send the USPS receipt showing the weight, so I did. Matsato support just kept saying there was only 2 knives. Then they changed their arguement saying they did receive 4 knives afterall, but 2 were defective. If 2 were defective, I fail to see how that is his fault, as the package was unopened. So they were defective when they left the factory, and my family member shouldn't be charged any way. Either way, Matsato stole from us, by sending us only 2 knives and charging us for 4. Or by not giving us our full refund of $96.88 for the return of our order as promised on their return/refund policy.