Reply from NorthernknifeJan 13, 2026
We’re truly sorry to read this and understand how upsetting and frustrating this experience has been for you. This is absolutely not the experience we want any customer to have, and we take your concerns very seriously.
First, we want to clarify that our knives are hand-forged according to our manufacturing process, and we stand behind the craftsmanship and materials used. That said, we understand if the product did not meet your personal expectations, and we respect your opinion.
Regarding shipping and communication, the delays you experienced were due to the holiday season and an exceptional surge in demand, which unfortunately impacted both processing times and customer service response times. We sincerely apologize for the lack of timely communication, this should have been handled much better on our side. We have since taken corrective measures to ensure this does not happen again in the future.
Concerning your refund request and PayPal claim, once an order has been processed and handed over to the carrier, our system automatically updates the status, which can create confusion if a refund request is submitted at the same time. You will not be forced into an unfair process, and we will fully cooperate with PayPal to ensure the matter is resolved correctly and fairly. If the package is refused or returned, we will work with PayPal to finalize the refund accordingly.
We sincerely apologize for the stress and inconvenience this caused and appreciate you taking the time to share your experience. Your feedback is taken seriously and helps us improve moving forward. 🙏
