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... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
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... See more
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,... See more
Company replied
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 bec... See more
Company replied
Company details
Written by the company
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.
Contact info
London, United Kingdom
- 0208 808 0004
- support@kochkochin.com
- kochkochin.com
3.8
Great
359 reviews
Replied to 37% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
24 April 2026
Unprompted review
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
23 February 2026
Unprompted review
Reply from Koch & Köchin
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.
6 February 2026
Unprompted review
Reply from Koch & Köchin
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!
13 January 2026
Unprompted review
Reply from Koch & Köchin
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!
23 January 2026
Unprompted review
Reply from Koch & Köchin
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!
8 January 2026
Unprompted review
Reply from Koch & Köchin
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.
10 December 2025
Unprompted review
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.
7 December 2025
Unprompted review
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.
4 December 2025
Unprompted review
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!
5 August 2025
Unprompted review
Reply from Koch & Köchin
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
17 April 2025
Unprompted review
Reply from Koch & Köchin
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
Great customer service
After my first order I received an email to say the colour that I requested was no longer available. They offered Alternative colours.
I called up the office to chat to them about this. I dealt with the most helpful gentleman, He managed to source a new colour for me check the availability and get the item out that day so it arrived promptly the next day.
Very happy with the casserole cast iron pot. It’s great quality and I’ve already used it twice.
I got a phone call from the same gentleman that evening to ask if I had received it and if I was happy. What great customer service? I felt like they cared about my order.
I will definitely be returning to buy In the future.
12 March 2025
Unprompted review
Reply from Koch & Köchin
Hi Lisa,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
Really good non sticky cookware set
They are really nice to cook in as they are non sticky
25 February 2025
Reply from Koch & Köchin
Hi Mitchel,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
You were so helpful when an item was…
You were so helpful when an item was damaged you sent a replacement item your helpful staff were amazing
24 February 2025
Reply from Koch & Köchin
Hi Marc,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
Excellent product and quick delivery!
Excellent product and quick delivery!! Great value
24 February 2025
Reply from Koch & Köchin
Hi Marty,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Shianne
Everything is superbly grafted and well…
Everything is superbly grafted and well made and comes at affordable prices o have bought a few things now and all superbly made and delivered on time.
27 January 2025
Reply from Koch & Köchin
Hi Ms Simpson,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
Great addition to kitchen
Lovely casserole dish, pleased with colour. Delivery seamless
27 January 2025
Reply from Koch & Köchin
Hi Tara,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
Superb customer service
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 helpful when I raised the product fault it with them and they immediately sent out a full replacement free of charge - lid and pot! 10/10 would recommend Koch & Köchin
16 January 2025
Unprompted review
Reply from Koch & Köchin
Hi Catherine,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
Reply from Koch & Köchin
Hi Amy,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
When the parcel arrived I was missing…
When the parcel arrived I was missing one item contacted customer service and they sent the item straight away they were very pleasant and polite
3 January 2025
Reply from Koch & Köchin
Hi Michael,
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 and the product is up to your standards.
Should you happen to have any questions or queries, please don't hesitate to contact us and we will be happy to assist.
We hope to see you again soon!
Take care, and have a lovely day.
Kind Regards,
Cherri
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.