There are some staff persons, which help quick and have good solutions. Most I haven't seen for a long time like Noel. Some others aren't my first choice and it's always a long run communication (with Lydia and Jenny).
FT is my favorite knife store for the Asian knives (for German members. Don't use Malaysia Post for knives - every knife I ordered with this make a shipping break at my customs service - sometimes they look a littel bit curious, if I went in to get 5 packages - every package under $22 with 1-2 knives inside). Ok, I ordered a lot in the last month, because the customers of Germany could save 7% with Paypal (only valid in August - was a promotion of fasttech and Paypal.de).
I know a guy that had some awful trouble getting a defective something returned. After a couple of months of endless hassle he sent it back… with a fat, juicy turd inside it and a note explaining what he thought about their crappy customer service.
Granted, he is a bit extreme and sort of well known for his “seal-a-turd” response to customer service issues… but that puppy was not in a heat-sealed bag…
…just recently.