ComplaintsforEverything Kitchens, LLC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered Wusthof knife from EK via Amazon. Trusted they would use standard manufacturer boxes like on all other Wustof Ive purchased direct from stores or on Amazon. Knife came in odd flimsy plastic/ cardboard and damaged handle.Customer service indicated I needed to send pictures and return would be processed without sending item. I asked repeatedly about strange packaging since replacement was offered. I also asked if theyd inspect handle on replacement before sending it all knives have odd packaging.Request blown off, seller then demanded I return item. This is copy of latest response/request from my end, because I am very irritated by the lack of respect for my time and as a customer. (Below)********Upon further consideration Im going to ask that you honor your original correspondence that indicated the damaged knife didnt need to be returned.1. It took repeated emails to get my most basic question answered regarding packing which your company does differently than any other Wusthof seller. 2. My request for the packer to inspect the handle on a replacement before sending was blatantly ignored.3. Ive never seen any Wusthof knives with damage to the handle like I received. The packaging also was strange, as Ive purchased several others that come in manufacturer boxes.4. Your company claims to give best in class customer service which was not what I received, from a poorly packaged item, to careless or deceitful correspondence re return, to no effort to rectify the issue.I dont want to argue. The other cutlery brand I bought a knife from through Amazon caused none of these issues. The item came properly packaged as promised, and I trusted your company would do the same. I want the refund promised. I will continue to escalate.Thank you.

  Customer response

  08/22/2024

  Refund has since started to process. If it successfully completes then I will be satisfied.

  Company does handle high end brand product in a manner I found to be unorthodox and a bit suspect, I personally would not feel safe with future transactions and will stick with other companies. 

  Business response

  09/06/2024

       The knife purchased by this customer is a retired item and was manufactured prior to their branding elevation that occurred in late 2019 and 2020. Wusthof allowed us to purchase goods from their retired assortment to allow collectors to have a chance to purchase knives that are no longer in circulation. This purchase was made in the Spring of 2024 directly from ******* and their North American entity. Because these goods were purchased from retired inventory, packaging did vary based on the age of the knife and where it's original purpose to be sold was.Wusthof sells their goods as open stock (in sheaths of cardstock/cardboard) to many internet retailers because in store retail packaging is not necessary online and brown box packaging is very common. They also sell their goods in premium retail boxes. These two packaging styles vary per collection, age of the collection and end user ****************************** is an authorized reseller for the Wusthof brand and in good standing. All Wusthof branded items purchased through Everything Kitchens on any of our sales channels are authentic and can be verified.This customer was refunded in full on 08/22/2024 despite the customer refusing to return the knife. It is standard process to ask for details of the quality concern or discrepancy such as photos of damage in effort to discourage online return fraud. Requesting photos or additional information in no way indicates we are unwilling to fully satisfy a customers requests when a valid concern is present.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased through Amazon Prime Amazon Order date : Nov. 06, 2023 Amazon Order #***-3209069-4107464 Order Total: $332.45 Items Ordered :Breville Smart Oven Air Fryer Toaster Oven, Brushed Stainless Steel, BOV860BSS, Medium Sold by: Everything Kitchens (seller profile)I realized that this item had been ordered two times with same product, and I returned the first ordered product in its original condition without opening the box on November 15th in accordance with Amazon's return policy.It usually takes about a week to receive a refund, but Everything Kitchens took two weeks to move and eventually refunded only $0.01 of the total amount of $332.45 on November 27th. Therefore, I contacted ********************** on November 27th, and only then did Everything Kitchens say that they received a different item which I sent a new, unwrapped item, only refunded 1 cent, and there was no explanation of the entire process. Accordingly, I checked the customer reviews, and ********************** sent a broken product, an used product, and in one case, like me, they only refunded 1 cent. And what was even worse was that they told me to pay a shipping charge in order to receive the returned item I sent. I can't trust their words. Even after returning a new product, they told me there was something wrong with the model name and serial number that I did not know, so if I wanted to receive the returned product, I had to pay my money and take it back, and they would give me a refund. In *******, the country of consumers, what seller would do such this thing? Shouldnt I return the item first? And if they refund 1 cent without any explanation, I can't help but wonder if they have any intention other than not to refund the money. I hereby believe that BBB should have no such unscrupulous retailers in my proud country. They are people who pursue profits in their own way without considering the customers. I have to get fully refunded

  Business response

  12/04/2023

  
      Thank you for sharing the details of your recent experience. We've thoroughly investigated the matter and would like to provide some clarification.

  Upon reviewing the information, it appears that the returned item doesn't align with our inventory. The serial number and date code provided indicate it belongs to Amazon's stock. Our records show that this unit was shipped directly from ******** to Amazon and was binned in the Amazon warehouse before being dispatched 

  It's essential to note that the return labels may have been unintentionally mixed up, leading to confusion in the process. We do not endorse any practices that compromise the trust of our customers.

  We've identified that the returned unit is not ours, and as a result, we are unable to sell or return it to the vendor. We understand the frustration caused by any delays in the refund process.
  If you have further questions or need additional information, please feel free to reach out.
  
  Best regards,
  Everything Kitchens LLC

• Initial Complaint

  10/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 20 pc ** ******* set for over a thousand dollars on September 15th. On the site they listed it as including a 7.25 quart Dutch oven and 5 quart braiser. These items make us the bulk of the set and are easily valued at $700+ normally. Upon getting the package on the 21st it was clear they sent the wrong size of both of the two tickets items. I called to report it and was told by ***** that she needed to get in touch with the ** ******* representative to try and figure out a resolution. She spoke to the representative a few days later and sent me a return shipping label to send to the manufacturer. I was told I would be sent the correct items and they weren’t waiting for me to send the incorrect items back as it would ship immediately. Well fast forward to now where they have had the items sent back to them for a few days and yet I don’t even have a tracking number for when my correct items are going to be sent. This is a huge mistake on both of their parts and yet nobody seems to be providing a quick resolution to this. It’s not a big ask to expect a tracking number for a replacement item after 2 weeks of having the incorrect items sent. I have been incredibly patient and understanding for the last few weeks but this is $700+ of goods and yet they seem to be dragging their feet in fixing this. This should have been resolved by now. I would like a update as to when I’m getting the return by no later then Friday with proof of a tracking number. If you’re unable to provide that, then I want a refund. This is a mistake on your part and the manufacturers part not mine and it’s not an unreasoned request to expect this to be resolved quickly as you didn’t upheld your end of the transaction by not shipping the correct items that I purchased and provided payment for. Order number: *******

  Business response

  10/17/2023

  Dear Valued Customer,
  
       We genuinely appreciate your patience and understanding throughout this process. It is disheartening to hear about the mix-up with your order, and we want to extend our empathy for the inconvenience you've experienced.
  We are pleased to inform you that your replacement items were delivered on Monday, October 2nd, at 12:29 P.M. We understand the importance of a timely resolution in cases like this, and we apologize for any delay.
  Your satisfaction is our priority, and we are committed to ensuring that you receive the items you ordered in a timely and accurate manner. If there are any further concerns or if you have any additional questions, please don't hesitate to reach out to us.

  
  Thank you for choosing us, and we look forward to doing business with you in the future. 

  Warm regards,

  Everything Kitchens Customer Heroes 

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed on 2/4/2023, Called on 2/7/2023, 2/9/2023,2/13/2023, messages all said call back during regular business hours finally reached someone on 2/21/2023, I was told that the order had been delivered and that they were not responsible for stolen or lost packages, I explained I had paid by paypal and the gentlemen said "that is fine they will contact me and I have my delivery ticket" not good customer service

  Business response

  02/24/2023

  Hello, 
  
    Thank you for your review, we appreciate the time you took to write to us on the BBB site. Per policy and as stated on our site Everything Kitchens is not responsible for lost//stolen packages. If you feel your package was misdelivered you can contact our Customer Hero Department and we can coordinate with the package handling service to initiate a lost package investigation. If the package handling service is unable to locate the package or provides documentation that the package was delivered to the correct address it is at the sole discretion of Everything Kitchens as to the resolution, we cannot guarantee a replacement or refund depending on the outcome of the lost package investigation. We are unable to start any investigation due to the length of time that has passed since you made contact with us informing of the missing package. If you feel your package was stolen we strongly advise reaching out to your local authorities to continue an investigation on their part. Thank you for your understanding and have a blessed day. 
  
  Kindly, 
  
  Everything Kitchens Customer Heroes 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order and never received the package. While reviewing, the package tracking information stated it was delivered yet it was not. Everything Kitchen was less than helpful in shipping a new item or providing a refund. They were unwilling to file a claim with the package carrier and told me to file a police report. A police report is not going to have a package show up and although I purchased the item, I did not select the shipping carrier. Poor customer service.

  Business response

  11/01/2022

  Thank you so much for taking the time to submit this review.  We appreciate your business and hope you can enjoy shopping with us in the future. It does appear we made a good faith attempt and have already refunded your payment back to you as a one-time exception.  Please note,
  Everything Kitchens is not responsible for lost//stolen packages. If you feel your package was misdelivered you can contact our Customer Hero Department and we can coordinate with the package handling service to initiate a lost package investigation. If the package handling service is unable to locate the package or provides documentation that the package was delivered to the correct address it is at the sole discretion of Everything Kitchens as to the resolution, we cannot guarantee a replacement or refund depending on the outcome of the lost package investigation.
  
  Sincerely,

  Everything Kitchens Customer Heroes 

• Initial Complaint

  03/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Fixex 8" Cast Iron Skillet & lid from Everything Kitchens for my 74 year old mother as a gift. I paid $205.68 for a defective Skillet that started peeIing on the inside of pan after one time use. On January 7, 2022 I contacted Everything Kitchens Customer Service and spoke to ****** * and explained the issue and she approved my request to return the defective pan (Approval #RMA ID: *********). I filled out all of the required return paperwork and sent the defective skillet and lid back to them in the original box with all of the same packaging it came in. On February 22, 2022, almost a month and a half later I received an email from Everything Kitchens denying the return and denying to send the pan back to me. On February 27, 2022, I responded to their email requesting to resolve this issue by honoring their agreed upon return approval. And now they are not responding. My experience with Everything Kitchens has been awful, and CONSUMERS NEED TO BEWARE OF THEIR TERRIBLE WAY OF CONDUCTING BUSINESS. Unless this issue is resolved in a timely manner I will never buy from them again. And it should be noted to other consumers of Everything Kitchens bad business practices. Consumers Beware of Everything Kitchens

  Business response

  03/14/2022

  Hello and good day to you.
  
        We are happy to explain the situation here for any clarification. On January 7th you contacted our company explaining that your pan is defective, you stated it was, "chipping" in the middle after your first use of the product. The product mentioned is some of the best Cast Iron cookware we sell as well, a heavy-gauge cast iron, dependable line of cookware. We accepted your return and received it back in our returns department where we inspect every return sent back to us. When we inspected this pan we were first taken back by how blatantly used it was, there was still burnt food in the pan! We did our best to clean the pan to try and find this, "chipping" you mentioned and found nothing of the sort. We sent you photos of this as well. We take return abuse very seriously here and consider this as such, we are sending this pan back to you and it has been deemed non-returnable under our return policy which we will link below.

  ****************************************************
  
  Thank you for your understanding and all the best moving forward.
  
  Everything Kitchens
  
  

  
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday, February 11, 2022, I purchased two items from Everything Kitchens via the ******* ***********. The items were purchased at the listed price, with no gift cards, promotions, or credits. The order numbers are *************; *************. The payment method was charged, the order was fulfilled, and the shipment was processed on February 11, 2022. Both orders were picked up by FedEx on February 12, 2022 for shipping. The tracking numbers are ************; ************. Today, February 15, 2022 - a full *four days* after the order was fulfilled and *three days* after the order was shipped, Everything Kitchens decided they didn't like the price they had agreed to on the ******* ***********. They contacted FedEx and inaccurately described that the order would need to be returned to them (Everything Kitchens) using the code "Unable to deliver shipment" which is typically reserved for incorrect addresses. I contacted FedEx and they confirmed I had the correct address listed and that Everything Kitchens had to manually call to make this update. When I explained the circumstance to them, they were also shocked by this behavior. I have also contacted ******* and advised them of the issue. They have agreed this is not standard/best business practice and are escalating the issue on their platform. It is not common practice to accept payment for an order, fulfill an order, ship an order, and then on the day of it's intended delivery, change your mind on the purchase price.

  Business response

  02/16/2022

  Dear Valued Customer, 
  
        On the evening of February 11, 2022, one of our employees made a pricing mistake and changed a price of a KitchenAid mixer from $319.80 to $59.95 on the ******* ***********.
  Our warehouse operates over the weekend to exceed customer expectations and get orders out 7 days a week, however our office staff does not. The moment our Third Party Marketplace Manager returned to the office Monday, February 14, 2022, she realized what error had occurred over the weekend and immediately got in touch with ******* to see what the best practice would be per their policies and promises to the customer. They confirmed that it was fine to reroute the packages due to the significant loss our company would endure.
  We spoke with FedEx shortly after and they initiated a ticket internally to reroute all of the packages. They noted that there would be no formal confirmation on the front end to the customer until it made it to the customer's local FedEx hub, at which point they would re-label and return to sender.
  Our customer service representative, *********, made sure to let the customer know what was happening and let them know that we had initiated a refund right away for them. Unfortunately ******* controls the finance aspect of this, so it can take some time to show on their account, but she advised 3-5 business days.
  We stand by honesty at Everything Kitchens, and even when we make a mistake we try to be as transparent as possible. Our intent in this situation was never to break a customer's trust or disappoint anyone. We have taken this human error as a learning lesson and have put more checks and balances for pricing in on our end to ensure this never happens again.
  
  Have a wonderful day, 
  
  Everything Kitchens

  Customer response

  02/16/2022

  Complaint: ********
  
  I am rejecting this response.
  
  In transparency's sake, I can confirm that the price was modified to $319 at 8:15pm CST **after** my purchases were completed. Thus it is apparent this was being tracked internally by Everything Kitchens on February 11 rather than the apparent surprise on February 14 as suggested in the response.
  By fulfilling and shipping the order, the seller entered a contract with the buyer for an exchange of goods. They are bound to the terms of the sale after the exchange.
  The statements allegedly received by the seller from ******* is diametrically opposed to what I was told by a ******* *********** Manager. They confirmed escalation was prudent to issue a review of the seller as a third party partner. Based on other feedback/complaints reviewed on BBB, I would agree it is warranted. 
  There was no attempt by Everything Kitchens to come to a mutual resolution to meet the needs of the customer. The first instinct on 2/14 appears to have been by their own admission to cancel delivery **prior to notifying** the customer.
  I will continue to pursue.

  Business response

  02/17/2022

  Dear Valued Customer, 
  
  
       Thank you for your response. For complete transparency on our end as well, the price was not updated on the buy box of our item until the situation was discovered at 9:25am on the morning of February 14th, 2022. We do not control pricing of other sellers and the item likely went back up to it's MAP price right after purchases were made because the item sold out on our end.
  We waited to reach out until the item was confirmed to be rerouted by FedEx because they had stated that not all mixers would be able to be recovered. Rather than causing customers unnecessary frustration, we wanted to have confirmation that there would be an update to their order.
  We are incredibly sorry that human error resulted in disappointment with your order experience. I can assure you that in our 20 years of business we strive for perfection as often as possible, but mistakes do happen and I can assure you we are doing everything in our power to avoid this from happening again.
  
  
  We appreciate your feedback and wish you the best!

   

  Everything Kitchens

*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. ↩