Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a prepaid KnifeAid kit from ****** for $69.99 on May 5 2025 I sent 7 knives to them. **** tracking number **********************. RMA# ****** According to **** tracking, "the package did not have proper postage applied and, as a result, will not be delivered." I contacted KnifeAid and "Kiki" (support ticket *****) stated "It seems that for reasons still under investigation, some return packages sent using the prepaid labels provided (including those purchased through Knife Aid directly or ******* were flagged by the post office due to unpaid postage, resulting in their temporary confiscation." I gave the company a description of the knifes as they requested.I'm out the cost of the kit and all my good knives that I sent to be sharpened. It has been two weeks without any update from the company and I'm unable to get a satisfactory response from the company or the post office.

  Business Response

  Date: 07/01/2025

  Dear Mr. **************** you for bringing this matter to our attention, and please accept our sincere apologies for the inconvenience and frustration youve experienced.

  We fully acknowledge the concern caused by the delay in communication, especially after taking the time to send in your knives using our KnifeAid service. As you mentioned, there was an unexpected issue affecting certain **** shipments sent with prepaid labels, including those from both ****** and KnifeAid. Some of these packages were flagged due to postage discrepancies. We are very sorry that your shipment was impacted and sincerely appreciate the detailed information youve provided to help us address the matter.

  On June 30, our KnifeAid team reached out to offer a resolution, giving you the choice between receiving a complimentary 2-piece Zwilling knife set or having your original knives replaced with comparable Zwilling models. You kindly accepted the offer for comparable replacements and requested clarification on the specific models and sizes.

  We want to assure you that our team is actively reviewing your original knife descriptions and is in the process of selecting the most suitable Zwilling replacements. They will be reaching out shortly to present the proposed options for your review and confirmation.
  We appreciate your patience and understanding as we finalize the replacement options, and we remain committed to resolving this matter to your satisfaction.

  If you have any further questions or concerns in the meantime, please dont hesitate to contact us. Were here to help.

  Sincerely,
  ******************************start="1760" data-end="1763"> KnifeAid

  
  

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ******** replaced my seven lost knives with six new Zwilling knives which were mutually agreed upon. New knives were delivered in two shipments received on July 3 and July 9. 

  Kudos to Kiki M in Customer Support for working with me in a pleasant and professional manner to get this problem resolved. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased knifeaid from ******. Followed the directions and sent 6 knives to them. **** tracking number is 9405 5111 0550 2517 1805 45. **** tracking says "The package associated with this tracking number did not have proper postage applied and will not be delivered. You are encouraged to contact the sender/merchant to seek reshipment, refund or other available recourse" and so do not know where the knives are. Was promised a turnaround of 1-3 days and it has been weeks now without any update.

  Business Response

  Date: 06/10/2025

  Dear Mr. ***************** you for reaching out and sharing your concerns with us. We sincerely appreciate you bringing this matter to our attention. We understand how concerning it can be not to know the whereabouts of your knives, and we want to assure you that this issue is a top priority for us. We greatly value you as a customer and are committed to resolving the matter as quickly and thoroughly as possible.

  Upon reviewing the situation, we can confirm that our Knife Aid team contacted you on June 6th requesting additional details about the knives you sent in specifically the brand, size, and type of each of the knives. Weve also noted that you kindly acknowledged this request and mentioned you would provide the necessary information regarding the six (6) knives. We are currently awaiting your response so we can proceed with assisting you further.

  Please be assured that your case remains a top priority, and we are doing everything we can to ensure a satisfactory resolution. Your cooperation in providing the requested details will allow us to move forward effectively and support you in the best possible way.

  If you have any further questions or concerns, please dont hesitate to contact us. We are here to help, and we truly aim to make this right and restore your confidence in our services.

  Thank you again for your patience and understanding.

  Warm regards,
  Customer *********************start="1533" data-end="1536">Knife Aid

  
  

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent 5 Wuestof knives for sharpening, never received return of knives, When we inquired they stated in email our knives were returned to ******** on March *****we live in ****** and did not send our knives to Knife-Aid until March 5! We told them that wasn't possible as we had not sent our knives to them until March 5...now they refuse to answer all further email inquiries, or reply to phone messages left at ************. We want our knives returned!We sent the knives in our own packing via **** March 5, 2025 with tracking number 9534 6138 2531 5064 1457 40 they were delivered on March 10, **************************************************************** ***************. We want our knives returned **** whether sharpened or not.

  Business Response

  Date: 03/26/2025

  We have resolved this issue with the customer. He sent in his knives before paying for his order, so there was no paid for order to match up with the knives. We have sent him a link for where to pay for the order, once that is done we will sharpen the knives and send them right back to him. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23086902
  
  I am rejecting this response because: The person who took our order did not ask for payment, did not offer the knife shipping pack they use, just told us to ship the knives.After more than month of calling...they do have a phone despite telling customers they do not! Sending multiple emails, we got a response only after the BBB complaint had been sent to them. There were multiple excuses as to why the knives were not done...including telling us they had been done and returned to us...before we had actually mailed them! The order number given to us actually belonged to someone else. All this is verified in emails. We fianlly asked that our knives be returned without sharpening. 

  We were told on March 25, they would be sent and a confirmation with tracking would follow. More than a week of waiting and asking for confirmation & tracking of the return...they again havestopped replying. No confirmation of return or tracking has been recieved nor have we receievd our knives!!!

  Their reply above is not true at all.

  We are still waiting for our knives!!!

  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my knives to the company, they received them on 2/13/25. They state sharpening will take place within 24hrs and shipping back could take up to 3 days. It is now 2/20/25 and I do not have my knives. They have no phone number to call and are not responding to e-mails. My knives are worth about $1000 and I paid Knife Aid $90 for sharpening, so right now they have stolen about $1100 from me. I cannot get a response from the company. It seems as if they've lost my knives or stolen them.

  Business Response

  Date: 02/25/2025

  We sharpened the customer's knives and returned them to him. According to **** tracking number 92055903255591300000278714, he received them yesterday, 2/24/25:

  Delivered, Individual Picked Up at Post Office
  *****************, NM 87514 
  February 24, 2025, 1:16 pm

• Initial Complaint

  Date:02/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent 10 knives to Knife Aid in early January and received a response from knife aid dated 1/15/2025 stating that there were problems with sharpening some of the knives. I replied with instructions to use option 1 and sharpen those knives as best they can. I have sent multiple requests for an update on the order and only get a response that states my request has been closed and merged with my other requests. I cannot get anyone at knife aid to simply tell me the status of my order. I cannot find a method to communicate with this company please help

  Business Response

  Date: 02/25/2025

  The customer's reply email to our question was accidently closed instead of forwarded to the correct employee. It is now being dealt with, we will sharpen the customer's knives and return them to him. 

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Getting a hold of this company is a nightmare. I've been a customer since 2020, with no issues, as I haven't had to deal with customer service. They sharpen and return very quickly.... Until this past order. Order number ******. The order has been "shipped" as of November 27th, however I still haven't received my package as of December 3, NOR is it tracking. I tried contacting customer service and it's an automated response. NO one is actually looking into my order. I have a huge party this weekend and I have no knives. I've always been able to rely on knife aid with reliable turnaround times and now I don't even know if Ill get my knives back! I sent them over a $1500 worth of knives!!!

  Business Response

  Date: 12/23/2024

  We spoke with ***** ******* by phone at ************, apologized for the delays and advised that her order was processed and will be upgraded to *** Next Day. Email confirmation with tracking will be sent once it has been has processed for shipment. 

• Initial Complaint

  Date:02/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have a current 90 day sharpening subscription of 14 knives. Sent in 14 Wusthof Classic Ikon knives on 1/27/24 in their supplied package. Package was received on 1/29/24. **** tracking number **********************. On 1/29/24. Turn around on sharpening is 24 hrs from receipt. Left several voicemails and emails stating i need an update on these very expensive knives. $200+ per knife. Called again on 2/2 . No answer and states not accepting voice mail messages as system is not set ip. Not sure if business is no longer in existence since no way of contacting them. Forced to cancel current subscription as unknown status of company existence. Have been a customer with paid subscription since 2020. All i want is my hard earned knives that I trusted them to sharpened returned ASAP. Any help in getting someone from the company to respond would be greatly appreciated.

  Business Response

  Date: 02/06/2024

  Hello *****,

  Thank you so much for reaching out to us regarding your recent order. We want to sincerely apologize for the delay in processing your order. As a valued customer of over a year, your loyalty to our company means the world to us. We expect your order to be delivered on Thursday, February 8, ****, via ***** with tracking number 9405511206217794458369.
  This year, we've been overwhelmed with an unexpected number of orders. While we're thrilled with the positive response to our services, we're sorry that we weren't fully prepared. Our main goal is to never let our customers down, and we deeply regret any inconvenience that led you to contact us through the Better Business site. Going forward, we're actively working on an expansion plan to better meet the needs of our growing customer base.
  

  *****, we send you our warmest wishes and hope that you'll be delighted with your newly sharpened knives. If you have any questions or concerns, please don't hesitate to reach out to us.
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in my expensive kitchen knives into Knife Aid on January 5th, received by them on January 8th by them. Their website clearly states a 24hr standard turnaround time for your knives. It is now January 17th and the canned response i get back from Knife Aid is that we are busy and cant give me any idea of when i will receive my knives back. I took a chance on this company, and would not do it again. It could be a month before I get my knives back or if at all. In the mean time, we have no kitchen knives to use.

  Business Response

  Date: 01/23/2024

  This was by far the busiest holiday season we have ever experienced since our company began, so we did get backed up on our orders. We are grateful for the overwhelming demand for our services, and we are working tirelessly to sharpen and ship orders promptly while maintaining the highest quality standards. We understand the inconvenience this may have caused. Our primary objective is to deliver exceptional workmanship that cannot be rushed. **************** sharpened knives were delivered to him via **** on 1/20/24. Tracking number 9405511206217311451507.
  Delivered, Front Door/Porch
  *******, ** 85083 
  January 20, ****, 11:44 am

   

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my knives for sharpening on December 23rd, 2023, and the company received them on December 26th. After emailing them on December 28th, I got confirmation of receipt without an automated email. Despite the understanding that the holidays (Christmas and New Years) affected this process, I havent received any further updates since. Typically, the knives should have been sharpened and sent back within 24 hours. Ive been emailing daily since January 2nd but havent received any updates. As my essential knives are with them, Im experiencing difficulty cooking. Im seeking an update on my orders status, particularly when I can expect to have my knives returned. At this stage, ** simply eager to have them back in my possession. Unfortunately, there's no phone number for contact, and the email support hasn't been reliable or responsive.

  Business Response

  Date: 01/23/2024

  This was by far the busiest holiday season we have ever experienced since our company began, so we did get backed up on our orders. We are grateful for the overwhelming demand for our services, and we are working tirelessly to sharpen and ship orders promptly while maintaining the highest quality standards. We understand the inconvenience this may have caused. Our primary objective is to deliver exceptional workmanship that cannot be rushed. ***************************** sharpened knives were delivered via **** on 1/10/24. Tracking number 9405511206217325504336.
  Delivered, Parcel Locker
  ********, ** 92009 
  January 10, ****, 12:03 pm

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent ************************************ an envelope provided by Knife Aid. The **** tracking shows that the knives were received on December 24. I have not gotten my knives back or any communication from Knife Aid since then. The turnaround time is supposed to be 3 days - even allowing a few extra days for the holidays, I should have my knives back by now. I contacted Knife Aid multiple times this week via email asking for an update and have not received a response. I paid $119 for ********************** and the replacement value of the knives that have not been returned is over $1000. I would like my knives back and never would have sent them in the first place if I knew that the timeframe would not be honored and that Knife Aids customer service operation is virtually nonexistent. If the knives are not going to be returned, I would like to be reimbursed for what I paid plus the cost of replacing the 10 knives.

  Business Response

  Date: 01/12/2024

  We experienced a much higher volume of sharpening orders this year than ever before. Even working through weekends it has taken us quite some time to catch up. This customer's knives were sharpened and were returned to her today via US *************** The tracking number was 9405511206217399942348.