Richmond Cookshop Reviews 

Ordered a chef's knife and things went quiet for about a week - no dispatch confirmation, and I couldn't get through on the phone number at all (no dial tone), which was a bit concerning given some of the other reviews here.

Emailed customer service directly and got a genuinely helpful response from Viv within a few hours. They confirmed the order, ran an age verification check (required for knife sales), and I had a dispatch confirmation with tracking shortly after. Item arrived a couple of days later exactly as described.

Would be better if the phone line worked and the order status page kept you updated, but once I emailed, everything moved quickly and was handled properly. Happy with the knife itself.

I placed an order with this company. When I had not heard about a delivery a week later, I e-mailed them and received no reply. Chased this message a couple of days later and did not receive a reply again.
Disputed the charge with my payment provider.
My experience combined with the reviews (that I read too late) make me think that the object of this website may be to take money for orders but never send out the goods. I have no proof of that, of course. Just my impression.

AVOID .. scam company, they will take your money and never post an item, no response the number isn’t available, reported through payment method
Website isn’t legitimate

No goods, no contact, no response. Truly awful.

No confirmation of delivery or order information after 2 weeks of making payment. Reached out to them twice with no response. Appears dodgy.

We placed an order for two Kettle Whistles on the 31st March. No notification of whether the order had been despatched. On the 7th April contacted them to be told they had one in stock and more may come in the next 1 - 2 weeks. They ageeed to send the one in stock. It took a week to arrive with no advice it had been sent. When we received it we attached to the kettle and found it wasn’t working. The key whistle element was missing. We have sent emails over the past two days and tried phoning to no avail to ask what we should do regarding return of the faulty part and to cancel our order as we have orders directly from Alessi direct. The customer support service from this company is appalling . As an E-commerce company they really need to review their processes

Ordered a Wusthof Knife and got the wrong package, and have been frozen out of all communication. The seller responded quickly when I was purchasing the product; however, they are NOT responding now.

AVOID!!!!

A V O I D A V O I D A V O I D
I am so utterly disappointed in the lack of customer service experienced with this company.
I placed an order for a Bellux Double Wall Teapot 0.9L for which I paid £89.
The order was placed on 20th December and I received the usual order confirmation immediately.
I gave them grace over the run up to Xmas & Boxing Day, but after that I assumed the order would get moving. Nothing.
So I gave a little more grace til after New Year. Still nothing.
I then contacted them via their own contact form. No response.
I then Emailed from my email account so I had a record... eventually VIV replied to say she would" look into it and get back to [you]me". 5 days later... still nothing.
So I email again... no response. 2 days later I try to call again. No answer. Answer phone now appears to be off.
So I contact GRUNWERG the makers of these beautiful teapots after studying their trade T&Cs and let then know their supplier is representing them badly.
The lovely lady at GRUNWERG tries to call. No answer. So emails directly.
I was literally on the phone to my bank to enquire about the rules on CHARGEBACK protections when I noticed that WITHOUT any form of apology or communication from Richmond, they had initiated a refund. Which I will now gladly spend elsewhere and receive a side helping of customer service for nowt.
Long story short. Do the research I should have done and shop direct.

Don’t buy anything from this shop.i received wrong item and chipped. Never answer my email. Safe you money and nervous avoid this company.

Excellent, please don't believe the negative reviews. I ordered a saucepan at the end of october & as I hadn't heard I looked on trustpilot & got a bit worried. There was absolutely no need - I emailed Viv who kept me in the loop (there was a delay in deliveries) & I received the item in December. All good, thank you Viv x.

I was initially hesitant to order from this store because of the discounted prices and some negative reviews. However, to clear up some of the confusion and mistrust in those reviews, I can confirm that this store is legitimate. I received my items, and they are great quality.

That being said, my order took around six weeks to arrive. From what I can tell, their business model involves importing items directly from factories, which allows them to offer lower prices than most retailers. The downside is that delivery takes longer than advertised - likely the main reason for the negative feedback and scam accusations.

I emailed the store for an update but didn’t receive a response, so I ended up calling. Viv was excellent and very helpful, so if you’re unsure about the legitimacy of the store, I’d recommend giving them a call.

Overall: a legitimate company with competitive prices, just be prepared for long wait times.

Zero customer service

Sent me damaged pan and no communication, no replacement or refund offered

We ordered the SKK pan and we were a bit apprehensive after seeing the negative reviews. The problem was always a lack of communication. The pan did arrive, very well packed but took 2 weeks. A well known London firm selling much the same things took three days. We are unsure we will use them again.

don't answer emails
don't answer phone
don't deliver the goods
they do take the money

Placed an order for an Alessi keyring on 6th September for a friend's birthday. Six days later I got a note saying postage would be delayed. I asked for a credit note if they couldn't guarantee delivery by 21st as we were going away for a week and it was my friend's birthday on 22nd. No response so in my too-trusting-way I thought no news was good news. Got home from holiday on 21st to an email from 20th saying credit was on the way! Very, very disappointing company to deal with.

Global Chinese Chopper delivered and being enjoyed…great product and super price

Reviews here seem very unfair…I spoke to ladies on phone and they were very helpful

Delivery did take a while…this is a small business not Amazon so give them a chance…plus knives require age verification

Thank you Viv

DO NOT USE THIS COMPANY!
Ordered an Alessi item beginning of June that has never been delivered and unable to contact anyone by phone, email or website.

Never use this shop.
WARNING.
Does not read correspondence.
Violates the law concerning consumers in England.

Been trying to make contact with with company for over a week via email, phone, Facebook etc. No response at all. Need to return an order but not getting anywhere. Not sure what to do next to be honest…

Been trying to return something and contact them by email, Facebook and phone. No response at all! Not sure what on earth to do to be honest…