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Business Profile

Cutlery

Frost Cutlery Company, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cutlery.

Complaints

This profile includes complaints for Frost Cutlery Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Frost Cutlery Company, LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 "Christmas in a box" on November 11, 2022. The checkout process stated that it would be 3-5 business days to complete the order. Being a Friday I was surprised that UPS was going to be delivering the package on the following Tuesday, November 15, 2022. The package was never delivered. I contacted UPS to check on the package, and they informed that the package was never actually picked up from the business. I proceeded to contact Frost Cutlery directly on Tuesday November 21 to inquire. They checked on the status of my package and informed me I needed to wait until Friday until I could re-process my order or seek a refund. I then contacted Frost Cutlery Tuesday November 30 to check back in. I was not helped at first but eventually was told I would be contacted in the morning about my package. On December 1, 2022 I received a call from Lisa from Frost Cutlery informing that I must wait an additional 8 business days for UPS to conduct a lost package investigation before I can resolve the issue. UPS has already informed me that a logic scan was performed, but no UPS employee ever touched or scanned the package. With a business model that advertises 3-5 business days of processing an order to be able to some how create a UPS label and deliver the order within 3 business days and my package was lost, I see an incredible amount of lack of oversight and bad business practice.

    • Initial Complaint

      Date:11/07/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      My last ordered was missing two knifes and have called. The lady was very short and rude I was told they where on hold and would be there. But no date or ball park of when? I explained that the invoice show nether knife was checked off.both are highlighted in red. She stated that ment they were probably on hold again. And they would be shipped. Still no when that would be. I would like to know when to expect them and a tracking number. The item missing #: CCN-109402 and #: CCN-23080. The order #*******. I was paid the full invoice it shows this on your website and shows as shipped. I have been a customer for years and a while back I was missing a knife and called. And was told the same thing.Order ******* 11/7/2020 item #CCN-106127 $ 14.27 . But the knife never came and never received a refund. So I stopped buying from you guys. This is my first order since then and here we are again. But this time it is not a $15 dollar knife. I am not willing to eat the loss this time. This will be the last time I buy from you guys. I want what I ordered or a refund. And someone to contact me with which it will be and when.
      *** ********
      ************
      ******@gmail.com

      Business Response

      Date: 11/16/2022

      These 2 items ccn-109402 and ccn-23080 are being credited back to his paypal account.  Customer knows how we do things, if the item is not in, or our inventory is off, we will mark credit or hold and try to get the item/items in.  These two particular items are special and does take a while to get.  unfortunately, we do not do backorder and charge when item comes in, we charge at time of the order.  so, $84.30 will go back to paypal account.

       

       

    Frost Cutlery Company, LLC is NOT a BBB Accredited Business.

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