Mixed [EU] Knivesandtools ridiculous customer service

[Ante Vukorepa]

Not sure if this is the right spot for feedback on stores that don't have a presence here. I understand they can't defend themselves, so it's probably not a very balanced report. If i'm breaking any policies, please delete the post.

With that said, here goes...

I've ordered from them before and things went fine, as long as there's no hitches on their end. Apparently, once there is, their support contacts you, and then you get blackholed.

I've ordered some stuff a week ago, on a Sunday, all items in stock.
I got contacted by their customer support Sunday evening, letting me know my EU VAT number (i've ordered using my business account) is supposedly "invalid", and linking to a cart charged to the amount "i owe" if "i want the order to be sent".

I've replied straight away, linked them to the European Commission VIES VAT number checker, and sent a screenshot proving the number is correct (while we're on the subject, it also passed their validation in the billing form).

I got no reply.

I've sent another email tuesday, again no reply.
Thursday, no reply.
Friday, no reply.

On Saturday, i've replied from an alternate email account, just on the off chance my emails have somehow ended up in their spam folder. No reply so far.

This is getting into the territory of complete ridiculousness.
We're not exactly talking a one-man operation here, it's a big online store.
A simple "yes" or "no" or "we're having issues, please hold" would've done.

 

[Mister_Punchy]

They have several website amongst Europe. Which one did you order with ?

I have ordered several times with their french website, and while don't think they reward your fidelity as it should be, I must admit that they were very reactive whenever I contacted them. Always had a precise answer the very same day, for all kind of topics.

Maybe you should try to contact them by phone ?

 

[Ante Vukorepa]

The german one.

Doesn’t really matter, i believe, they’re all the same site and same support. The only thing that changes is the language on the site.

Good point, i’ll give them a call.

 

[Ante Vukorepa]

Rang them up, my VAT number was just fine, they supposedly couldn't figure out the country prefix (even though i wrote it down three times).

When i asked why they didn't respond to my emails, they said, and i quote "i don't know".
I've asked if my emails landed in spam or something, they said "no".
I've asked if they can see all 5 of my emails, they said "yes, i'm looking at them right now".

The support agent was polite, apologized and settled the issue (i thanked them and was also very polite), so at least there's that.

PS: as i suspected, doesn't matter which site and support number you call, they all route to the same office in Netherlands.

 

[Mister_Punchy]

Glad to know that your problem was sorted. You must be right when saying that there is one common customer service center for the several K&T websites.

I would also not be happy that my mails were ignored like this but as Europeans, I don't think we have much choice. In France there are only 2 knives webstores, and I'm not particulary thrilled buying with them, but as I said...not much choice... "feels bad"

 

[Ante Vukorepa]

Changed tag to mixed cause they did eventually come through and apologized.

 

[dfbach]

I have a feeling they are undermanned at the moment. I had a couple of orders that took unusually long to get shipped. After the packages finally arrived, they sent me an email to say there would be some delays.