Complaints

This profile includes complaints for The Cooking Guild's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Cooking Guild

  260 N Ace Yeager Ct Ste A Salt Lake Cty, UT 84116-2803

• 

  The Cooking Guild

  260 N Ace Yeager Ct Ste A Salt Lake City, UT 84116-2803

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:11/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 four knife set from the cooking guild on February 9, 2025 for the account of $368.15. The knives claimed to have a lifetime warranty. Three weeks ago, I was quartering a chicken with the dynasty series Serbian clever that was included in the knife set that I purchased from the cooking guild when a chunk of the blades edge broke off. I have emailed the cooking guild three times to discuss a warranty claim, but they will not respond. I would like to receive a warranty replacement if possible. Other then the defect save lack of customer support I have been completely satisfied with my purchase.

• Initial Complaint

  Date:10/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an order with this company over a year ago, which was originally supposed to be fulfilled within one month. Since then, they have repeatedly delayed the order, made multiple promises to ship on specific dates, and then pushed those dates back each time.
  
  Even after I made it clear that I no longer wanted substitutes or excuses and only wanted my original order, they continued to make new promises and provide new “expected shipping dates” that were never met. Each time I asked for confirmation or tracking, they either avoided giving it or came up with another vague excuse such as something “not being right” with the order.
  
  After a full year of this, I’ve lost trust in the company. They’ve wasted my time, failed to meet their own commitments, and repeatedly misled me about the status of my order. I no longer want further promises or substitutions. I simply want this resolved properly and for others to be aware of how they operate.

• Initial Complaint

  Date:10/10/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered knives that the delivery has been pushed out 3x now. They offer discounts on other products or free products which I have refused. I want what I ordered or I want to be refunded. They tend to be responsive but their actions are not matching their words.

• Initial Complaint

  Date:08/11/2025

  Type:Delivery 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.

  Made a purchase in March. Company charged me but has not provided the product. For a while they said the shipping date was slipping but now I can't even get them to respond.

  Business Response

  Date: 10/09/2025

  Consumer: *** ******
  Complaint ID: ********
  
  Hello ***,
  Thank you for your patience, and we appreciate you bringing this to our
  attention.
  Your order was placed as a pre-order in March for one of our hand-forged
  knife sets. Because these items are made in small batches by our
  blacksmiths using premium materials, they do require additional time before
  shipping. We kept you updated throughout the process via email, including
  the revised shipping timeline and, most recently, your tracking number
  420856419261290339649120607650 when the order shipped in August
  Weve reviewed our records and can confirm that your package was
  delivered, and that our team responded to each of your messages with
  status updates along the way. Since your last email to us, we hadnt heard
  back, so we assumed everything had arrived as expected.
  Now that we know youve filed a complaint, we want to make sure
  everything is truly resolved to your satisfaction. If you havent received the
  item or if theres an issue with what arrived, please let us know right away
  so we can help.
  If, however, the order did arrive and this matter has been settled, wed be
  grateful if you could consider updating your BBB complaint to reflect the
  resolution. It helps us continue serving customers with care and
  accountability.
  Either way, were here for you. Just reply to this message, and well take
  care of it right away.
  
  Warm regards,
  Customer Care Team
  ********************

  Customer Answer

  Date: 10/09/2025

   
  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.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/03/2025

  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.

  On 21 March, I ordered a set of Kaiju knives with an anticipated delivery date of May. Beginning in mid to late April, I began contacting the company regularly asking for a status update. On 20 April, it was confirmed by **** in customer support that my order would ship in May 2025. I contacted the company again in mid-May as I had not heard anything and was told that the "blade masters" we putting the finishing touches on the knives and that shipping was delayed into the first two weeks of June. I contacted the company in mid-June and was told that the knives would ship in the 2nd and 3rd week of June. It is now 3 July. The current story is that the knives will ship the 1st and 2nd week of July.
  On 15 June, I received a positive email stating the knives were in the process of being shipped and was offered the opportunity to purchase sheaths. I decided to order the sheaths as up to this point, the company seemed responsive and the delays in shipping seem to be legitimate. Now, however, I understand that this business is just a scam and has no intention of sending my products to me. On 3 July, I reached out and asked for a refund.

  Business Response

  Date: 10/09/2025

  Consumer: ********, ******
  Complaint ID: ********
  Hello ******,
  Thank you for your detailed message, and we sincerely appreciate your
  patience throughout this process. We understand how frustrating repeated
  delays can be and were truly sorry for it.
  Your Kaiju knife set was placed as a pre-order, and like all our hand-forged
  collections, it required careful craftsmanship from our blade masters using
  premium materials. Because of the artisanal nature of these knives,
  timelines can shift as we ensure each piece meets our quality standards
  before shipping.
  We want to assure you that we did respond to each of your emails with
  updates as new information became available, from the initial May estimate,
  to the June window, and finally to the early July shipment. On June 15, we
  shared that your knives were in the final stages and even offered matching
  sheaths, which you kindly added to your order.
  Both your Kaiju knife set and the sheaths shipped in early July 2025, and
  tracking information was sent to you via email at that time. Our records
  show the package was delivered later that month.
  Were truly sorry the experience left you feeling uncertain about our
  intentions. Were a team deeply committed to our craft, and we never want a
  customer to feel unheard or misled. Since your order has now been
  delivered, we hope this brings closure to the situation. If you havent
  received the package or if anything is missing or damaged, please let us
  know immediately so we can make it right.
  
  If everything has arrived as expected and youre satisfied with the
  resolution, wed be grateful if you could consider updating your BBB
  complaint to reflect the outcome. It helps us continue building trust with
  future customers.
  Either way, were here for you. Just reply to this email, and well respond
  right away.
  
  Warm regards,
  Customer Care Team
  ********************

• Initial Complaint

  Date:01/19/2024

  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 purchased a set of knives on 11/17/23 for a total purchase amount of $350.25. I received the knives on 11/25/23. Once I opened the package a couple of weeks later, I noted they were not as described and of poor quality. I reached out to the company and asked for a refund. I was instructed to return my purchase at my own cost for shipping, by sending back everything in the original packaging with the receipt. I sent back the package on 12/19/23. Their refund policy states refunds are eligible within 30 days of receipt of the item, so this was within the window of time. I have not heard a single response back from the company despite reaching out 3 separate times, and providing my order number in each email for reference.

  Business Response

  Date: 10/09/2025

  Consumer: *******, ****
  Complaint ID: ********
  Hello ****,
  Were writing in response to the complaint you recently submitted to the
  Better Business Bureau regarding your order from November 17, 2023. We
  appreciate the opportunity to address your concerns and clarify the status of
  your return.
  Were sorry to hear the knives didnt meet your expectations, especially
  since we take great pride in the quality of every piece we create. All of our
  knives are hand-forged by our expert blacksmiths using premium steel
  sourced from countries like ***** and *******, and each set undergoes
  careful inspection before it leaves our ************** warehouse. We stand
  behind the craftsmanship and performance of our products, so we always
  want to understand when something falls short for a customer.
  Regarding your return: our policy, which is outlined on our website, allows
  returns within 30 days of receipt for change-of-mind requests. As part of
  that process, customers are asked to return the items in original condition
  with all packaging and documentation. We provided you with clear return
  instructions at the time, and we appreciate that you sent the package back
  to us.
  Once we receive a return, our team conducts a quality check to ensure
  everything is in resellable condition. This step is standard and helps us
  maintain the integrity of our products for future customers. After that
  inspection is complete, we process the refund promptly.
  According to our records, your return was received, inspected, and a full
  refund for the returned items was issued shortly afterward. You should have
  received a confirmation email at that time. We also reviewed our
  communication logs and can confirm that our team responded to each of
  your messages. Its possible those replies may have been filtered into your
  spam or promotions folder. Sometimes email servers redirect messages
  without notice. If you havent seen them, we encourage you to take a quick
  look there.
  
  If you need any additional documentation on the refund or further details
  about the inspection process, just let us know. Were happy to provide
  whatever you need to feel confident the matter is fully resolved.
  Since your refund has been processed and the matter resolved per our
  return policy, we kindly ask that you consider updating your BBB complaint
  to reflect this outcome. Your update helps us continue serving customers
  with transparency and accountability, and we truly appreciate it.
  We value your feedback and are always here to help. Please dont hesitate to
  reach out with any further questions.
  
  Warm regards,
  Customer Care Team
  ********************

• Initial Complaint

  Date:01/03/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Ordered multliple sets for Christmas Gifts and they did not ship complete orders per their sale packages. One order did not even have the knife set in the box and the other order did not have all the accessories listed. When I attempted to contact them they would only respond with email 1 time per day. They provided no proof other than saying the packages weighed correctly for the order, but they have no proof to share. They also use UPS to deliver the post office not even directly to the customer. Would not send a new knife set because they had received a new shipment from China and would not offer anything but a less expensive set for the same price after Christmas. They told me to ship the items back for a refund but I told them there was nothing to ship back because they didnt ship the complete order. They told me to dispute the charge with my CC company because they are not at fault and wont work with me for a solution. Some thing is not right with their customer support and warranty claims.

• Initial Complaint

  Date:12/19/2022

  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 Rustic Hand Forged Serbian Cleaver that was advertised as being able to slice tomatoes without having to press hard and smash the skin. I received the kine and it will not do anything remotely similar. They first suggested I get a knife sharpener for a never-used knife, then said it is not set as sharp as shown in ads to protect the user. They will only accept it back if I pay return postage. It is not as advertised and I feel this is unfair. The knife has never been used and the promotion was false advertising. My order number was **********

  Business Response

  Date: 10/09/2025

  Consumer: *****, ******
  Complaint ID: ********
  
  Hello ******,
  Thank you for sharing your concern through the BBB. We appreciate the
  chance to clarify what happened with your order and how weve worked to
  make things right.
  First, we want to assure you that every knife we ship is carefully inspected
  and leaves our ************** facility with a factory-sharp edge, consistent
  with our quality standards. Our blades are forged by expert blacksmiths
  using premium materials, and we take great care to ensure they perform as
  intended from day one.
  In our earlier messages, we explained that routine sharpening or
  performance expectations based on personal use are not covered under our
  Lifetime Guild Guarantee, which protects against manufacturing defects, not
  normal maintenance or subjective performance.
  However, as a gesture of goodwill and to honor your trust in **, weve
  processed a full refund for your order and youre welcome to keep
  the ******* at no cost.
  This means youve received both a complete refund and the knife itself, a
  resolution we offered because we value you as a customer and want to
  ensure you feel respected.
  
  Given that this matter has been fully resolved with an exceptional outcome,
  we kindly ask that you consider updating your BBB complaint to reflect the
  resolution provided. Doing so helps ensure your feedback accurately
  represents the care and commitment we strive to show every customer.
  If you need any further assistance, please dont hesitate to reply. Were
  always happy to help.
  
  Warm regards,
  Customer Care Team
  ********************

  Customer Answer

  Date: 10/09/2025

   
  Better Business Bureau:
  
  I will await the refund before I update the complaint. How will I get the refund? The credit card I used 3 years ago when this was filed is no longer valid. 
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me IF I RECEIVE THE REFUND.

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