Like Harold, I have experienced multiple occasions of Frost Cutlery not honoring their warranty.
On one order several knives of the same model developed cracks in the rubber handle. A few other models had problems too. A phone call to their "customer service" department ended with the claim that workmanship defects will only be warranted within thirty days. The cracks occurred 2-3 months after the shipment was received! Lifetime Warranty? I think not!
On another occasion, a knife I purchased for my own use had a very fine crack in the handle. Upon receiving the knife, I noticed the crack but because it was so fine, I wasn't sure if it was actually a crack or just a scratch. Needless to say, it turned out to be a crack when a small piece of the handle at the crack flaked off.
Again, a call to the "customer service" department proved fruitless. Once again the thirty day warranty on workmanship was cited.
The real killer with this is the fact that the girl on the phone at Frost Cutlery not only was totally unconcerned with my claim, but frankly was pretty rude in her attitude towards me as a customer. I guess she gets tired of denying warranty claims all day long!
The lifetime warranty that is touted by the TV hucksters working for Frost is completely false! The only prayer you have of obtaining any type of warranty from this company is finding a problem within their thirty day window, after receiving your order.
To provide Frost with a little credit, I did find problems with one order. FOUR of the six knives ordered had defects! I called right away and was given a return authorization. Returned the bad knives at my expense, and received replacement knives within a month. Four of six! Not exactly a testament to quality!
Additional note—Some of the knives claimed to be from Solingen Germany are actually steel made in Solingen then shipped to Pakistan for assembly/manufacture. They are stamped accordingly.
I have decided that I am no longer going to tolerate this behavior by taking my business elsewhere. There are plenty of companies offering comparable products at comparable prices with REAL WARRANTIES!
I suggest you do the same. The greatest benefit you can give for poor service is to deny them your money. Then when the coffers run dry they might stop to wonder why. This will go unnoticed by Frost right now, they are riding a marketing wave and making a ton of cash. However, the wave will come crashing down with their lack of concern for their customers, outright lies about their warranties, and questionable quality of their products.
Stand firm, be vigilant, and these shysters will receive their just deserts.
Terry
Lacey, Washington
U.S.A.
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