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I never thought I’d do a cutlery review on this site, mostly because we’re not buying much these days, but I just had to share with you our experience with Cutco Cutlery. Most everyone who’s ever known a college kid has heard of Cutco. College kids often work as Cutco Cutlery Sales Associates to groom their people and sales skills and to make a little cash while in college. When my niece called Rick and I, asking for us to listen to her Cutco demonstration, we said yes, albeit hesitantly. We weren’t accustomed to spending $63 for a single knife, and money, until recently, has always been a struggle for us due to poor money management.
My niece came over, and I have to say, we were impressed with the way the Cutco knife slid through a piece of leather like it was butter and the way the Cutco kitchen scissors cut through a penny. Before my niece had arrived, in a rare moment (for back then) of financial clarity, we’d set aside a cash budget of roughly $90 to purchase something from her as a way to show our support. We’d recently paid off our credit cards (for like, the thirtieth time) and were kinda-sorta committed to not going back in debt.
We stuck to our guns, though, and told my niece we’d purchase the kitchen scissors for, I think it was, $85. As a bonus, we received a nice little knife, called a trimmer , for free. The quality and construction of Cutco products is absolutely outstanding. The handle on the knife is so ergonomically spectacular that it is a joy to hold and cut with, and the kitchen scissors are also sturdy and super well made. It also comes in black and in this nice pearl color.
We had our Cutco products for about 5 years before “the incident” this winter. My Cutco trimmer is definitely my “go to” knife for all kitchen cutting, whether it be bread, veggies or meat. It was due for a sharpening (Cutco will sharpen their products for free – customers pay only shipping), and so were the scissors, but I hadn’t gotten around to sending them in. One afternoon, as I went to empty the dishwasher, there was my favorite, super expensive knife, sitting at the bottom of the dishwasher on the heating element. The handle was ruined.
Crap. One good quality knife in this house, and now it’s trashed.
I remembered reading on our Cutco guarantee at the time of purchase that the company replaces any defective item for free – forever – and that they will also replace an item for half price if it’s damaged due to misuse on the client’s part. This was a knife worth saving, so I thought I’d go and double-check the guarantee rules and see how much half price would cost us.
On a whim, since we didn’t technically misuse the knife, I thought I’d email customer service and see which part of the Cutco guarantee our incident fell under. I wrote:
Hi! Not sure which repair replacement category we fall under. Our Cutco knife fell down into the bottom of the dishwasher during the wash cycle and the handle was melted. Does this fall under the regular replacement terms or the misuse/abuse category? Obviously it wasn’t intentional misuse/abuse, but it wasn’t a product defect either. What should be our next step? Thank you for your help.
The very same day, I got a reply from Cutco customer service:
Thank you for your inquiry. I am sorry for the problem you have experienced with your CUTCO. From the information you have provided, the knife would be replaced at no charge to you.
All CUTCO products have a Forever Guarantee. If at any time you are not completely satisfied with the performance of your CUTCO product, we will correct or replace at no charge. Please send the product, along with a note of explanation including your name, mailing address and daytime telephone number.
For your convenience, our web site includes a ‘Service Request’ form, which can be included in your return shipment. Please click http://www.cutco.com/customer/returnRepair.jsp to print the form and include it in your package.
Not too terribly long after, I packaged up the broken knife, along with our kitchen scissors that also needed sharpening, and sent them off, adding the attached email with my service repair form.
A short time later (less than two weeks), our new and shiny knife arrived, and to my pleasant surprise, they didn’t sharpen our scissors – they REPLACED them with new ones!!!! Our cost? $7.00 for shipping.
WOW! Color me impressed. Awesome products and above-and-beyond customer service to boot? You don’t find that anymore. When our debt is gone, we will definitely be purchasing more Cutco products. On my dream list is their amazing sets of table knives and steak knives. Seriously, friends, this is one purchase where the seemingly high price is well worth it. Once you spend the cash, you’ll have your Cutco knives forever. And they really do mean “forever”.