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Business Profile

Online Retailer

The Cooking Guild

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 1 complaint 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:01/19/2024

    Type:Product 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 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.

  • Initial Complaint

    Date:01/11/2024

    Type:Product 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 purchased a set of knives from the merchant which broke on the fist use, cutting chicken. I sent 2 emails requesting refund/replacement with no response. Order history
    Order history
    ORDER DATE PAYMENT STATUS FULFILLMENT STATUS TOTAL
    #********** November 25, 2023 Paid Partial $162.59
    Account details
    ****** **** **** ******** ** McDonough GA

  • Initial Complaint

    Date:01/10/2024

    Type:Product 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.
    On December 16th 2023 I purchased the ONYX II Ultimate Bundle valued at $500. A few hours after the purchase I realized I had the incorrect delivery address (an old address in California, and I currently reside in North Carolina). Two hours following the purchase I emailed the company informing them of the issue. Two days later, Eddie informed me the items have already been shippied and there is nothing they could do about it, but he kindly attached a tracking number (**************************). After a few days of contacting UPS & USPS to intercept the package and investing in USPS MY Choice, I was notified that the package was sent via USPS Innovations, a program that allows ONLY the sender to change the delivery address. I immediately notified The Cooking Guild and Eddie reassured me that he has sent the issue to the shipping team and that they’re handling it. I meticulously tracked the package until it was delivered in San Diego on December 22nd. A few days later, the resident at my old home was kind enough to “return package to sender” and I notified Eddie that the package should be returning back to the company, if they could please resend it to the new home in NC but I have not heard back since then. I have emailed them 4 times without any response.

    I understand that I made a mistake in placing the wrong address (I am active duty military and have lived in 3 states the past 2 years), however I was unable to intercept the package due to the shipping system they used. And I also understand that it’s the holidays, times are busier and maybe they’re taking some time off. I would just like to hear back from the company with an update as this was no cheap purchase and it was a well thought out investment because I believed in the quality of their product. If I can just get an update, I’d really appreciate it!

  • Initial Complaint

    Date:01/03/2024

    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 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:12/31/2023

    Type:Service or Repair 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.
    Purchased a knife 12/16/23 was told it would be here before Christmas. Paid $70 total including shipping. Brown paper envelope came two days after Christmas. Envelope was empty, item was missing. Contacted cooking guild, sent pictures of envelope with postal carrier official form saying envelope was empty. Got no response from cooking guild.

  • Initial Complaint

    Date:12/20/2023

    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.
    On December 3rd, I ordered two knives from thecookingguild.com. I paid for insurance on the package. See below for a screen shot of my order with the dollar amounts shown. Although I initially received an estimated delivery date of Friday, December 8, the package never came. *DAILY* tracking showed no change of status.
    I reached out to the company and got a snarky reply that they cannot control the postal service.
    I made a report to PayPal.
    Once I left a bad review and escalated my claim with PayPal, I got an email saying they were replacing my order, only to get another email stating the knives I wanted were out of stock until mid-January. I demanded a FULL REFUND. I haven't heard back.

  • Initial Complaint

    Date:02/24/2023

    Type:Service or Repair 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 received a knife as a christmas gift this past year (december 2022) which was 1 of 4. This knife has a physical chip at the butt of the blade, what appears to be rusting on the lazer etching and drying out the wooden handle. I have only used this knife twice and have cared for it the same way i have with my other knives that have no issues with them. I reached out to customer support and they at first would respond back every 24 hours, they were very vague and did not address all of my issues, (the physical chip) did not refer to their policy once and now they not responded to any of my emails since tuesday.

  • Initial Complaint

    Date:12/19/2022

    Type:Product 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 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 **********

The Cooking Guild is NOT a BBB Accredited Business.

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