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Reviews 878
Chantelle
Feb 25,2021Follow up from my last review. Still no word, item or money back from this company purchase date 13th December!! I’ve contacted trading standards but have now gone through my bank to get my money back. Anyone else who has the misfortune of buying from this company should do the same. Worst company Iv ever dealt with . Can’t believe they are aloud to run like this.
Marc
Feb 19,2021DO NOT BUY FROM SWISSTOOL.co.uk! I hope you read this, and the many other similar comments, before you place an order. You will NOT receive your order; you WILL waste time trying to contact them and you WILL get frustrated - particularly when you realise you could have got it £10 cheaper on Amazon but because you wanted to give them a chance to deliver and delayed ordering from Amazon it ended up costing more! While I hate to say it companies like this do not deserve our business. I have opened a claim via my credit card provider. Hopefully I will get my money back - fingers crossed. If by some miracle my order arrives I will update this comment.
Anon
Feb 18,2021I NEVER write reviews but feel I have to here in order to warn other people. BUYER BEWARE!!!!!!.......Ordered knives and they took the money but the knives didnt arrive. The knives never arrived. Waited for 5 weeks but no knives. After two weeks had passed I: 1. Used the online form on the website to ask if there was a delay?.....NO REPLY, tried this method again after a few days....NO REPLY 2. E-mailed directly asking for an update.....NO REPLY......tried this method five times.....not once a reply. 3. Phoned the number I found for the company....the phone just rang and rang.....I tried this method at least 30 times at different times of day....NEVER AN ANSWER. I then contacted my bank and arranged a CHARGEBACK which took around 2-3 minutes on the phone to explain once I got through. They then sent me a form via email which took around 3 minutes to complete and send back. I had never done a CHARGEBACK before so I assumed it would be a long winded process but it honestly was not. You can even do a CHARGEBACK via some banking apps I was told by the person I spoke to on the phone by raising a dispute on the app so no need to phone your bank for some people who have the banking app. I urge all of you who have been conned by this company to do this and get your money back or it will continue for others that buy from there. You can also contact trading standards to report them for what they are doing via CAB on 0808 223 1133 which takes around 5 minutes to do and may save others from being disappointed.
Dave
Feb 13,2021Customer service does not exist. It’s been a week since ordering and I’ve received no info on my order despite a few emails. I’m not bothered about waiting longer than a week for an item if it’s delayed or something, all I want though is some communication from the company regarding it. Saying that if my item wasn’t in stock after the website saying it is “in stock”, this is now where I start to have issue with this, as I would have gone somewhere else to get my item which did actually have it in stock. Basically don’t lie to your customers. If I’ve ordered something that wasn’t in stock despite you saying otherwise, tell me and give me an update, don’t pretend you have it when you don’t and take my money in the mean time! Will be shopping somewhere else next time I think. Plenty of other retailers selling Swiss Army knives for the same price.
Rachael Sherlock
Feb 12,2021I wish they would just update their customers, like myself, who are waiting an eternity for news about our orders. If it's because of Brexit just say! if an order has been delayed, just say! I am a very understanding and patient person. I just want to know what's going on with my order as it's a month late and not having any updates on the website or response to my emails just makes me anxious that I've been scammed. Whatever the circumstances it doesn't take two seconds to update the website apologising for the delay most of us seem to be facing. On the other hand I assume the one person running the company might be suffering from covid? or has in fact died from covid? In which case I'm truly sorry, but you must have someone ready to stop orders from being placed on the website if this is the case as it's not fair that peoples money is being taken.
Carole Pearson
Feb 12,2021My order arrived ok in a reasonable time. However it was not what I ordered ( wrong colour) Despite several messages sent to them I got no response whatsoever. I’ve given up now. One to avoid!
TW
Feb 11,2021Having read so many worryingly bad reviews on Trustpilot (after I had ordered) it seems only fair to take the time to write my own, if only to bring some balance. I am mindful that most reviews are understandably written by those who have received poor service or products, and satisfied customers probably don't bother. I bought a personalised knife through the website (which I found very user friendly) and the price was reasonable given that I chose the free super saver delivery. Order place on Saturday 23/1/21 with delivery expected within 10 working days per website information. The link in the acknowledgement e-mail immediately showed the order as received/processed and later updated to in production. As that status didn't change for a few days, I tried to contact Swisstool for an update as I needed the item for a birthday gift. I got no response and the status remained the same. Fearing that the item had not been dispatched and conscious of when I needed it, I panicked a bit and started looking at all the negative reviews. At that point I resigned myself to the fact that the item may not arrive in time (if at all) but decided to wait 30 days before taking any action. My order arrived today, 14 working days after it was placed, and is perfect. Given that it was sent by second class post (free delivery option) and knowing how poor the service from Royal Mail has been of late, the late arrival may not be the fault of Swisstool. I can't be sure, as the package was not date stamped and their site never changed to show when the item was dispatched. That being so, I have deducted just one star to reflect the fact that the order status on their website didn't update and they did not respond to my e-mails to re-assure me that the item was on its way. I can't however refuse them the other 4 stars as I liked the website, the pricing was fair and the product was excellent. If Swisstool choose not to reply to customers or respond to reviews I suppose they must accept that overall there will be a negative perception and ultimately an impact on their business. I don't know how many others were entirely happy with their experience or how many negative reviewers come back and update their postings if/when their orders arrive, but sadly based on what you see on Trustpilot it does appear that placing orders might be something of a lottery and on this occasion I may just have been one of the lucky ones. On that basis I would have to think hard before I bought from them again but based on my experience overall I wouldn't rule it out.
John
Feb 08,2021This is an update on my original review posted below. Yesterday, having almost giving up hope, the penknife arrived. A week late for my grandsons birthday and a almost a month after ordering. It was sent straight to my son’s house so I haven’t seen it personally but on Facebook video it looks great and the personalisation is excellent. However this company really needs to get its act together. 1. There are obviously unrealistic delivery times quoted on the website in the current circumstances. They should be quoting 3-4 weeks for delivery. 2. Their communication with customers is virtually non-existent. After the initial confirmation email - zero 3. They did not respond to queries and email asking where my order was. The cardinal rule of customer service has been broken. Underpromise and overdeliver makes people happy. The reverse leads to a whole lot of disgruntled customers. I would add that communication with the customer if there are problems is also highly important. The product is good but customer service us poor. I will upgrade this company to three stars but I would give 2 1/2 if I could. .......................................................................... It would seem like many others I have fallen for the slick professional-looking website. Do not let yourself be fooled. I ordered a penknife on January 18th for my grandson's birthday. The money was taken up-front and an email received showing "processed" the same day. After two weeks with nothing delivered I used their contact form to chase up the order and like others I have not had any response. It is now three weeks since the order and nothing has arrived and I've had no reply to the contact form. I live in hope that like some other lucky customers that the penknife will arrive late although it is looking like a forlorn hope at present. I will give them a fair crack of the whip and allow another week until a full 30 days have passed after the order date before trying chargeback via my credit card company. The company still seem to be trading and taking money from other customers.
Chantelle
Feb 05,2021Like so many others on here I ordered at the beginning of January, money was taken straight away. My knife is showing as packing, I’ve sent messages but no reply. A scam or just a rubbish company? Who knows? I will now contact my credit card to see if I can get the money back through them.
HCP
Feb 02,2021Initially when I read the reviews this week, having ordered my knife on the 16th January and as with others, it was paid for on ordering & I got an email confirming this, I did start to think it would end up being a claim. But ... amazingly today in the post out of the blue my knife arrived, with the personalisation and it looks great. I've only given 3 stars as the communication once ordered is non existent sadly, and it took a lot longer to arrive than stated. I don't mind waiting for goods in the least as long as I'm notified (please take that on board Swisstool)
Gary
Feb 01,2021UPDATE 13th Feb 2021: Out of the blue I’m pleased to say that it arrived today! And I’m very happy with the quality. I’m just really disappointed that the communication wasn’t there! Like others, I was more than happy to wait in the knowledge it was on its way! Would suggest that they look at this soon before the damage to the brand is irreversible. I hope for those of you reading this that yours too arrives out of the blue! *Original Review* Incredibly disappointed with this. Please don’t waste your money. I wish I had researched this website before I made a purchase. Ordered a “Tinker Red” on 14th January 2021, money taken swiftly and an email confirming my order but absolutely nothing since. Have tried contacting them using “contact us” twice with no replies. Have been in touch with Trading Standards already but must allow 30 days to pass before I can pursue. Like others, I will be asking MasterCard to get involved to reclaim monies. Unsure whether this is Covid related but you wouldn’t expect them to keep trading under these conditions. Wish I had used Amazon now. All I ask is that my product arrive as ordered and if delayed they just let me know. An auto-reply would at least put my fears that no one is at the other end to rest! Until that changes I really wouldn’t recommend. I hope that like others- my item randomly turns up in the next two weeks or that my credit card company will refund.
NIGEL PERRY
Jan 31,2021Don't waste your money and time. Item purchased on 16th January. Money taken immediately. Zero communication since then. Multiple emails ignored. Its not possible to log in to my account on the website. I will be asking MasterCard to pursue.
LCH London
Jan 26,2021UPDATE: I have now received the goods I ordered. Like others I have no complaints about the authenticity of the penknives or the quality of the engraving. However I placed the order 66 days ago and the inscription clearly indicates that the order was a Christmas present. I have had no communication from the company, no notification that the order was on its way and no explanation for the delay. After 30 days I had decided to cancel the order and request that my payment be refunded, however this company actively prevents this, yet T&C “3.2 Where the Goods ordered by the Buyer are not available from stock the Buyer shall be notified and given the option to either wait until the Goods are available from stock or cancel the order and receive a full refund within 28 days”. As other reviewers have suggested, there appears to be a discrepancy between the stock held by this company and that indicated on its website. I was not contacted or offered the option of a refund. The item was put through the letter box and therefore there was no opportunity to refuse to take delivery. Also be aware that "9.8. Personalised products cannot be exchanged or refunded” implying that however late your order arrives, they could refuse to return your money if you had requested the item be personalised. I had instigated a Visa Chargeback claim (see WHICH for guidance) and it is possible this was the stimulus this company needed in order to meet its obligation. I will be sending a report to Trading Standards and will allow them to determine which aspects of consumer law this company believes it is entitled to disregard. ****************************************************************************************** ORIGINAL REVIEW: A well-presented and credible website conceals either a scam or a company that is spectacularly mismanaged. I ordered two personalised knives as Christmas presents. The site indicated that these would be delivered in 4-7 working days . I received an email acknowledgement of the order almost immediately. However, now after seven weeks I have received nothing. Days after I had placed the order, latest dates for ordering to ensure delivery before Christmas were posted on the website,conceivably, to boost pre-Christmas demand. Like others, I have found attempts to contact this company (by phone, “contact us” and email) are futile. The home page makes all sorts of claims (e.g. “The UK's Favourite Swiss Army Knife Supplier Since 2000” and “SwissTool.co.uk is rated 4.8 stars by trustpilot.com” ) which are untrue. Given the unprecedented circumstances in which businesses operate at present a certain degree of difficulty with orders is to be expected. However there is nothing to indicate this on the website. Nor have I received any information relating to the status of my order. As it is still possible to place an order with this company, money is being taken even though orders are not being fulfilled. It would be interesting to know how many of those reviewers who have reported that their order never arrived, actually did eventually receive it (please "update your review" your if you did). Further, are positive reviews such as that by Mark Scrimshaw, genuine? My advice is, do not use this company. There is no evidence that they read or respond to negative reviews and are therefore, presumably, contemptuous of both these and their customers! (ref."See a detailed overview" in the BUSINESS TRANSPARENCY panel to the right of these reviews.) ( Also search "swisstools reviews" and look at "sitejabber". The review posted by Chris O. October 16th 2009 suggests the parent company of Swisstools was appositely named "The Maybe Group"!?!)
Sam Wylde
Jan 25,2021Ordered a knife 12th December 2020, nothing arrived despite sending several emails, no response. Beware, I'm out of pocket!!
Guest
Jan 22,2021Ordered 5th January on 3-5 day delivery no item and no response to several emails. Would advise not to use this company and contact Trading Standards.
Ian
Jan 19,2021Ordered an item on 8th December, still not received and no answer to 7 emails and numerous phone calls. They’ve taken my money and now refuse to respond in any way. This company is the most incompetent organisation imaginable and you buy from them at your peril!!! It’s theft by any other name, simple as that.
Paul Tovell
Jan 18,2021Do not buy anything from this company. You will not receive your item(s) and they will not answer your communication. #trustpilot should review the rating that they use on their advertising as they must have a duty of care.
Mark Scrimshaw
Jan 18,2021Ordered 2 weeks ago. Got worried due to delay in delivery and saw that a lot of reviews stated it was a scam. A bit of common sense brought into play - some reviews go back to 2013 - I thought its unlikely a scam could go undetected for so long. Didn`t try to chase-up the order. It arrived today - a swiss army knife personalised with name as requested. Perfect. Whilst some people seem to have had a bad experience I`ve no complaints and can assure everyone its not a scam, just not as slick on delivery as Amazon. Calm down.
rachael Griffin
Jan 18,2021Ordered on 5th Jan. Money taken from account immediately. So far nothing received. 3 emails sent and called numerous times but lines are just ringing out.
Zoltan Kecskes
Feb 26,2021Excellent service, I've ordered a personalised knife with express delivery. Orderd it Tuesday and it was delivered on Thursday same week. Gift box is nice too .