Worst customer service ever. I placed an order a month ago and I kept calling to follow up with them about my order. First they told me that one piece of my order was out of stock. Second time I was told told that they just received the piece and it is being shipped. Third time I called, they were not sure about the order and the order is lost and not even shipped. Even though I understand how busy they are, the whole time I was being nice and didn’t have an attitude at all. Just upset and frustrated. The woman I talked with on the phone,(the store manager) got very irritated and mad at me. She started to raise her voice, admitted to me that they simply can’t catch up with the orders because of their low price. They are a bad company, they neglected my order they will just cancel it since both parties are frustrated. Then she told me the most important part is I didn’t get charged. I will only be charged once the order is shipped therefore I don’t have to worry about it. I don’t understand why am I, as a customer, being treated with no respect. Later on she told me the part of my order is out of stock due to the supplier discontinuing the product and instead she can ship out another part. Just when I asked about the material of the replacement, she again got cranky and said you think we ship out bad product to you? We give better one to you. But later on when I received the package, it’s just a aluminum lid. I wonder if this is the “better” item she was talking about. I finally received my order after a week, it’s funny that on one item there’s a label stated that it’s made in USA but when I took off the label, there is another label underneath and has Chinese letter on it. I doubt if it’s actually made in US. Regardless of the product itself, I definitely do not appreciate the company and am not satisfied with their customer service.
Low stock. When I did get it, there was a factory defect (wok not threaded to accept handle). Called to get it replaced and they said a new one would be sent right away. Called 3 more times in 5 months with the same response. Never got a replacement.
One month later, after reading the review and calling, they have replaced it.
Edit: True craftsmanship from a true institution! Over a year after buying my first wok it's become my FAVORITE cooking vessel and I just bought my second. A 10" to take backpacking with me but will primarily be used at home. Nothing makes me happier than seeing them both next to each other and shimmering blue with a true proper seasoning.
Patience is a virtue! Incredible service, one of the best designed and produced woks, and underpriced! They are insanely busy though so you’ll have to wait.
