I ordered some cast iron enamelled products. One arrived chipped on the handle and lid. A quick email and a picture later my damaged item was replaced with no hassle at all. Honestly - the best custom... もっと見る
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Excellent customer service. Big thank you to Ahmed, who went above and beyond. Quick replies and clear next steps. I received a knife block as a Christmas present. Unfortunately, on first use the... もっと見る
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Ordered two items. Took ages for them to tell me one wasn't in stock. I agreed to a different colour of item (which takes ages as they take days to reply to any communication), they dispatched but... もっと見る
Ordered a enamel cast iron casserole dish and unfortunately there was a product issue as the enamel on the lid chipped off after one wash. The team at Koch & Köchin were so incredibly supportive and h... もっと見る
企業が回答しました
企業情報
当該企業による記述
Koch & Köchin supplies high-quality kitchen knives, cookware and kitchen utensils throughout Europe & the UK. Our new website is easy to navigate and has a straightforward ordering process. We pride ourselves in excellent customer service, free UK delivery and customer satisfaction.
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3.6
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368件のレビュー
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ネガティブなレビューの 72％に回答しています
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Fabulous
I ordered some cast iron enamelled products. One arrived chipped on the handle and lid. A quick email and a picture later my damaged item was replaced with no hassle at all. Honestly - the best customer service I’ve encountered in years. Also, the products themselves are outstanding. I have other cast iron pots and pans and these are absolute value for money given the reasonable price point.
2026年7月5日
自発的なレビュー
Koch & Köchin からの回答
Hi Jacqueline,
Wow, thank you so much for this absolutely lovely review! 🌟 We’re thrilled to hear that you had such a great experience with our customer service and that we could get your replacement sorted quickly and hassle-free! 🙌✨
We hope you enjoy many, many happy cooking moments with your new cookware! 🥘✨
With love and gratitude,
Koch & Köchin Team
I’d give 0 if I could
I’d give 0 if I could! I purchased a set of cooking pots which I hardly used. All side holders came loose and I ended up with a burnt hand! I emailed them with a picture of my hand and they didn’t even bother responding. For the money people pay, a good quality is expected and not rubbish like they sell. STAY AWAY FROM KOCH & KOCHIN
2026年9月23日
自発的なレビュー
Koch & Köchin からの回答
Hi Claudia,
We are very sorry to hear about the issues you have experienced. We completely understand how upsetting and disappointing this must have been.
A member of our team has reached out to you to look into this further. If you’re still happy for us to help, please feel free to respond to our message. We’d genuinely love the opportunity to look into what happened and make things right for you.
Thank you for taking the time to share your experience with us. We really hope we can turn things around for you.
Kind regards,
Koch & Köchin Team
I’m really disappointed with my…
I’m really disappointed with my experience with Koch & Köchin.
I purchased a pan set for over £100 on 20th October 2025, because I expected a good-quality set that would last.
Unfortunately, within a year I’ve had multiple issues with the cookware. The handle on one of the pans has come away, and more seriously, the knob on one of the lids detached while I was actively cooking.
The lid was hot at the time and, when the knob came off, the hot lid fell onto my hob and damaged the glass surface. The knob itself broke into several pieces. I had my baby in the kitchen with me at the time, so I immediately had to clear up the broken pieces to make sure there was no risk of injury.
I have contacted Koch & Köchin regarding the faulty cookware and the damage to my hob, requesting a replacement or full refund, as well as compensation for the damage caused. So far, I have not received a response.
I have photographs of the faulty cookware and the damage to my hob, as well as proof of purchase.
I am extremely disappointed that a pan set costing over £100 has failed in this way during normal use, particularly when one of the failures resulted in damage to my hob and could potentially have caused an injury.
I am hoping Koch & Köchin will respond to my formal complaint and resolve this appropriately. I will update this review if and when the matter is resolved.
2026年9月22日
自発的なレビュー
Koch & Köchin からの回答
Hi Amarah,
We are very sorry to hear about the issues you have experienced with your pan set. One of our team members did previously reach out to you on 24th September, but unfortunately, we did not receive a response from your side. We have reached out again now and would be more than happy to assist you further.
If you are still happy for us to help, please feel free to contact us directly using the email sent. We genuinely want the opportunity to look into what happened and make things right for you.
Thank you for taking the time to share your experience with us. We truly hope we can turn things around for you.
Kind regards,
Koch & Köchin Team
We had a problem with a knife set and…
We had a problem with a knife set and they went above and beyond to find the proper solution. They responded fast to my email and were more than willing to solve the problem. Ahmed is the person who helped me and he was very kind and did an amazing job! Thank you so much for the great customer service!
2026年7月14日
自発的なレビュー
Koch & Köchin からの回答
Hi Jaimy,
Thank you so much for taking the time to share your experience with us! We're so sorry to hear there was an issue with your knife set, but we are thrilled that our team was able to turn things around and find the perfect solution for you. Ahmed is truly fantastic, and we will be sure to pass along your kind words to him. We hope you're loving your knife set now! If you ever need anything else in the future, please don't hesitate to reach back out.
Warm regards,
The Koch & Kochin Team
Customer Service
Unideal situation with the heatwave on buying my fan as delivery got delayed. However Ahmed (part of the customer service team) was able to refund my next day delivery fee as a result of the inconvenience. Product came in mint condition and is all I needed during these hot times!
2026年6月30日
自発的なレビュー
Koch & Köchin からの回答
Hi Isaac,
Thank you for leaving us a review! We know how stressful waiting for a fan during a heatwave can be, so we sincerely apologize for the delivery delay. We’re so glad Ahmed was able to take care of you and refund that delivery fee promptly. We'll be sure to pass along your kind words to him. He’ll be thrilled to know he helped make a stressful situation a bit easier! We're delighted your fan arrived in perfect condition and is keeping you cool. If you ever need anything else, don't hesitate to give us a shout.
Warm regards,
The Koch & Kochin Team
Bought a Swiss Army knife as present…
Bought a Swiss Army knife as present advertised as quick delivery, over a week later I AM chasing to be told lost in transit and warehouse out of stock. Yet no alternative replacement offered AND you can still buy the item on their website.
Awful just awful customer service their answer is just “refund” no solution
2026年6月29日
自発的なレビュー
Koch & Köchin からの回答
Dear Customer,
We’re so sorry to hear about your experience that you felt you were only given a refund as a solution when you were hoping for more help. We did previously reach out to you through Trustpilot to request some details so we could look into this for you, but unfortunately, we didn’t receive a response. If you’re still happy for us to help, please feel free to contact us at support@KochKochin.com. We’d genuinely love the opportunity to look into what happened and make things right for you.
Thank you for taking the time to share your experience with us. We really hope we can turn things around for you.
Kind regards,
Koch & Köchin Team
Had a faulty item
Had a faulty item. Contacted the company over the weekend. On Monday was told replacement would be sent out. On Tuesday, I received not just a replacement for the faulty item but a whole new new set. Customer service 2nd to none.
2026年6月23日
自発的なレビュー
Koch & Köchin からの回答
Hi Fiona,
Thank you so much for taking the time to share your experience! While we’re so sorry that your original item had an issue, we're thrilled that our team was able to turn things around for you so quickly. Going above and beyond for our customers is always our goal! We hope you thoroughly enjoy your new set.
Warm regards,
The Koch & Kochin Team
Bought a Swiss army knife for my…
Bought a Swiss army knife for my father's gift for father's day.it looks like it got lost in transit. Ive emailed and had no response. Looks like im not receiving anything
2026年6月14日
自発的なレビュー
Koch & Köchin からの回答
Hi Robert,
We’re really sorry to hear that your Swiss Army knife appears to have been lost in transit. We’re also sorry to hear that you didn’t receive a response to your email. We did previously reach out to you through Trustpilot to request some details so we could look into this for you, but unfortunately, we didn’t receive a response. If you’re still happy for us to help, please contact us at support@KochKochin.com. We’d genuinely love the opportunity to look into what happened and see how we can make things right for you.
Kind regards,
Koch & Köchin Team
The stainless steel frying pan set is…
The stainless steel frying pan set is top notch. I am really impressed with the quality and the delivery time which was two days. Their customer support was also phenomenal. Highly recommend.
2026年5月9日
自発的なレビュー
Koch & Köchin からの回答
Hi Cosmo,
Thank you so much for taking the time to leave such a thoughtful review! We’re thrilled to hear that you’re loving your new stainless steel frying pan set and that our delivery speed and customer support team hit the mark for you. If you ever need anything else, we’re always here to help.
Best regards,
The Koch & Kochin Team
Knives are good quality but my stand…
Knives are good quality but my stand has came broken??? Ive payed full price for this and now i want some of my money back. There is a huge crack down the middle
2026年4月24日
自発的なレビュー
Koch & Köchin からの回答
Hi Mason,
We’re really sorry to hear that your knife stand arrived with such a large crack. We completely understand how disappointing this must have been. We did previously reach out to you through Trustpilot to request some details so we could look into this for you, but unfortunately, we didn’t receive a response.
If you’re still happy for us to help, please feel free to contact us at support@KochKochin.com. We’d genuinely love the opportunity to look into what happened and make things right for you.
Kind regards,
Koch & Köchin Team
I bought the 35-piece Cream Kitchen…
I bought the 35-piece Cream Kitchen Cookware & Kitchen Knife Set, and I’m really pleased with it. The colour is lovely, and the pans are great quality. I also found the customer service very helpful, which made the whole experience even better
2026年2月23日
自発的なレビュー
Koch & Köchin からの回答
Hi Haifa,
Thank you so much for your wonderful feedback!
We’re delighted to hear that you’re pleased with the 35-piece Cream Kitchen Cookware & Kitchen Knife Set. It’s great to know you love the colour and that the quality of the pans met your expectations.
We’re also very happy that our customer service team could assist you and make your experience even better. Your kind words truly mean a lot to us.
We hope you continue to enjoy cooking with your new set, and please don’t hesitate to reach out if we can help with anything in the future!
Warm regards,
The Koch & Kochin Team
Well done Customer Service
After a administrative problem involving emails Koch & Kochin customer service sorted out a non delivery issue with the utmost professionalism. Cherri was a absolute delight, ensuring that I received updates along the way and following up once the delivery was complete. I would throughly recommend them.
2026年2月6日
自発的なレビュー
Koch & Köchin からの回答
Hi Dave,
Thank you so much for taking the time to share such a kind review. We’re truly sorry for the initial administrative hiccup, but we’re delighted that our team was able to resolve the issue quickly and professionally for you.
Cherri will be absolutely thrilled to hear your lovely feedback.
Your recommendation genuinely means a lot to all of us at Koch & Kochin.
Thank you again for your patience and support. We look forward to assisting you again in the future!
Warm regards,
The Koch & Kochin Team
Very helpful
I had a couple of knives in my set that had manufacturing faults - nothing to do with how they were packaged etc. I'm not one for contacting for refunds/replacements, I normally just leave it because I tend to get nowhere with the company. Once contacted they asked a few questions, asked for some photos and then sent out the replacements super quick.
Honestly the best experience I've had regarding online customer service. Ahmed A was the one I was communicating with.
Again, thanks so much! 10/10
Also, my knife set is beautiful!
2026年1月13日
自発的なレビュー
Koch & Köchin からの回答
Hi Faye,
Thank you so much for taking the time to share this — we’re absolutely delighted to hear about your experience! 😊
We’re really glad we could resolve the issue quickly for you, and we’ll be sure to pass your kind words on to Ahmed A — he’ll really appreciate the shout-out. Providing smooth, helpful service is exactly what we aim for, so it means a lot to hear this.
We’re also thrilled that you love your knife set!
Thank you again for your trust and for such a lovely review — it truly means the world to us. 🔪✨
Kind regards,
Koch & Köchin Team
Worst customer experience I’ve ever…
Worst customer experience I’ve ever received.
I had been emailing with their customer service team since the start of October. The lid on one of my saucepans broke, I asked for a replacement.
They said they’d send one out and I’d get it within 7-10 days, 2 weeks later I asked for an update to be told it got damaged in transit. I had to message them to find this out. They then said they’d send me a FULL REFUND to my card, 2 weeks later I asked where it was to be told it didn’t work and that I’d need to provide my bank details.
I replied back with my bank details and a while later had to email them again to ask where my refund was. To be told the item was now back in stock (weeks later!) and that they’d send it out.
I’ve since bought a new set (so now I’m out of pocket for 2 sets!) and they still won’t give me a refund.
Stay well away!
2026年1月23日
自発的なレビュー
Koch & Köchin からの回答
Hi Stephanie,
We’re truly sorry to hear about your experience and we sincerely apologise for the frustration and inconvenience this has caused.
This is not the level of service we aim to provide, and we completely understand how disappointing and stressful this situation must have been for you.
After reviewing your case, we can confirm that your refund has now been fully processed. Please allow a short time for the funds to appear, depending on your bank’s processing times.
Thank you for your patience while this was resolved, and again, we’re very sorry for the inconvenience. Your feedback has been shared with our team so we can ensure this doesn’t happen again.
If there is anything else we can do to help make your experience better, please don’t hesitate to reach out to our team — we’re always here to help.
Kind regards,
Koch & Köchin Team
Excellent customer service
Excellent customer service. Big thank you to Ahmed, who went above and beyond. Quick replies and clear next steps.
I received a knife block as a Christmas present. Unfortunately, on first use the cleaver chipped. Despite it being during the festive period, the replies were quick and professional.
Ahmed said he would arrange to send a replacement, and yesterday, I surprised and thrilled to receive not just the one knife, but actually a full set. Thank you!
2026年1月8日
自発的なレビュー
Koch & Köchin からの回答
Hi Harriet,
Thank you so much for taking the time to leave such a kind and detailed review. We’re delighted to hear about your positive experience, especially during the busy festive period.
We’re sorry again that the cleaver chipped on first use, but we’re really pleased that Ahmed was able to help and turn things around quickly. He’ll be thrilled to know his support made such a difference.
It’s wonderful to hear that the replacement exceeded your expectations — we always aim to go above and beyond for our customers.
Thank you for your patience, your understanding, and for choosing us. We hope you enjoy your knife set for many years to come!
Kind regards,
Koch & Köchin Team
Hopefully I will be able to update this…
Hopefully I will be able to update this with a more positive review in the very near future. Received damaged knife block yesterday, I have sent 2 emails and also tried calling but zero response. I need this damaged item to be returned and replaced before Christmas. Here’s hoping.
UPDATE……
Had an email today, 14th Dec, hopefully will now process refund speedily… Here’s hoping.
2025年12月10日
自発的なレビュー
Communication and service 1 star
Ordered two items. Took ages for them to tell me one wasn't in stock. I agreed to a different colour of item (which takes ages as they take days to reply to any communication), they dispatched but only half the order.
It's obviously a mess as tracking shows delivered (well yes half of it is). Tried contacting courier (Evri) but they just direct me to Koch, who don't reply.
Still trying to resolve, hopefully this review helps prompt some action, otherwise Ill be a Christmas present short.
Really frustrating.
2025年12月7日
自発的なレビュー
Delivery remains outstanding with no response
Still awaiting delivery of my order on 27th November.
No response at all to emails or messages on recommended contacts.
Very disappointed with the lack of customer service.
2025年12月4日
自発的なレビュー
Be wary of this dishonest company.
Be wary of this company. I ordered an item with a 10% off voucher, which was on a 3-5 day delivery and showing as in stock. Then the excuses started. Firstly all of their stock was ‘damaged’, so they asked if I wanted my money back or wait a few days for new stock to arrive as it was on its way. Then a few days later I got another email. ‘Due to unforeseen delays’ it will be an extra few days, would I like to cancel. Then it ‘takes 2 weeks to come from our supplier’, I can buy direct in 7 days! Then ‘it’s stuck in customs for a further 2 weeks!’
A month later they still don’t have stock.
I believe they have cash flow problems so are on stop with manufacturers or have sold me the item and have realised they have sold it at too good a deal to fulfil.
Unfortunately the explanation is just more infuriating. After 2 months you are telling me you still don’t have the item. I ordered the item from another source who delivered through the same supply chain and customs channels in 3 days!
2025年8月5日
自発的なレビュー
Koch & Köchin からの回答
Hi Pete,
Thank you for your message, and we’re very sorry to hear about your experience.
Unfortunately, a delay with our incoming shipment has caused the stock to be held up longer than anticipated. This is certainly not the experience we want for our customers, and we sincerely apologize for the lack of timely communication throughout the process.
Please rest assured, this is not related to cash flow issues or an attempt to avoid fulfilling discounted orders. The original stock was indeed damaged upon arrival, and subsequent shipments have faced customs and supplier delays that were beyond our control.
As a gesture of our appreciation for your patience and understanding, we’d be happy to honour your 10% discount on your next order.
Please let us know how you’d like to move forward — we’re here to help and committed to making this right for you.
Warm regards,
Cherri
Got my pans and pots with 2 broken…
Got my pans and pots with 2 broken lids. Not enough that i got 2 new lids, but they sent me 2 new pots aswell. Extremely shocked and happy. Thank you very much
2025年4月17日
自発的なレビュー
Koch & Köchin からの回答
Hi Neringa,
Thank you for taking the time to leave your review.
We are very glad to hear that you had a good experience shopping with us.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
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