Bad ⭐ 0/10 – Extremely Disappointing Experience with KnifeWorks.com

[GovernorJosh]

I purchased a Boker Rangebuster from KnifeWorks.com that arrived defective right out of the box — the pivot was completely frozen and unusable. I requested a return for a refund, which was approved quickly, but I had to pay $$$$ out of pocket for return shipping.

Later, I was surprised to learn that my refund would be reduced by 6% ($$$$). When I reached out to KnifeWorks.com for clarification, they initially claimed this deduction came from Sezzle, the payment service I used. After contacting Sezzle directly, I learned this was false — KnifeWorks.com themselves withheld the 6%.

Despite 13 emails back and forth, their customer service repeatedly copied and pasted policy statements instead of addressing that this was a defective product, not a buyer’s remorse return. They refused to refund either the 6% fee or my shipping cost, and their final “resolution” was a $10 store credit I’ll never use.

This was one of the worst customer service experiences I’ve ever had. KnifeWorks.com lost my business permanently. I do not recommend them to anyone.

 

[fishface5]

Wow! I haven't used them, but now I definitely won't.

 

[Vaporstang]

That's too bad. Thanks for the heads-up. Will not use them.

 

[JJ_Colt45]

I don't know all of the details of your interactions with Knife Works, but their return policy spells out clearly that any returns on orders using Sezzle are subject to a 6% fee and that they do not cover return shipping.

So although you/we might not like their return policy ... it's all clearly stated in their policy.

Copy & paste directly from Knife Works ...

Knifeworks is pleased to offer Sezzle as a convenient payment option for our valued customers. Please note that any orders canceled or refunded through Sezzle will be subject to a 6% processing fee.

Defective merchandise may be replaced within 30 days of the invoice date, for unused items only. Customers are responsible for return shipping costs. We will cover the cost of shipping the replacement item. After 30 days, please contact the manufacturer directly for warranty claims. If you choose to return a defective item for refund or replacement, return shipping is your responsibility; we will cover the cost of shipping it back to you.

 

[91bravo]

Haven’t bought from KW in a many years, but ordered from them quite a bit a long time ago.

 

[Blues]

Is Roger still the man there?

 

[GovernorJosh]

I don't know all of the details of your interactions with Knife Works, but their return policy spells out clearly that any returns on orders using Sezzle are subject to a 6% fee and that they do not cover return shipping.

So although you/we might not like their return policy ... it's all clearly stated in their policy.

Copy & paste directly from Knife Works ...

Knifeworks is pleased to offer Sezzle as a convenient payment option for our valued customers. Please note that any orders canceled or refunded through Sezzle will be subject to a 6% processing fee.

Defective merchandise may be replaced within 30 days of the invoice date, for unused items only. Customers are responsible for return shipping costs. We will cover the cost of shipping the replacement item. After 30 days, please contact the manufacturer directly for warranty claims. If you choose to return a defective item for refund or replacement, return shipping is your responsibility; we will cover the cost of shipping it back to you.

Quote away, my friend. Very reminiscent of the emails from Knifeworks. Policy or not, an ethical, customer forward business would do the right thing, particularly if the item in question arrived to my door defective. I managed a small, local business for 23 years (electronics sales) and I approved countless “against our policy” refunds.

 

[nighthawk86]

I have ordered from them several times, though the last time was last year, maybe year before. Never had a problem with them.

According to knifeworks.com About Us page, he is still listed as the owner.

It would be interesting to get their side of the story...

 

[GovernorJosh]

I have ordered from them several times, though the last time was last year, maybe year before. Never had a problem with them.

According to knifeworks.com About Us page, he is still listed as the owner.

It would be interesting to get their side of the story...

.

 

[R.Russell]

Not taking a side here but what most customers don't understand is that businesses eat fees on processing even if there's a refund whether it's third party or CC.

"
AI Overview

When a customer returns an item, Sezzle charges the merchant a refund fee, but not if the refund is processed using the merchant's Sezzle reserve balance
. The original transaction fee collected from the merchant for the sale is non-refundable, so Sezzle keeps that fee regardless of a return. "


That they didn't cover return shipping costs is not cool at all.

*edited to add that in my business we eat those nominal fees when customers change their mind about something, but it doesn't happen often. If it did we would have to reconsider -- Hence "restocking fee"
**that shouldn't apply to a defective item

 

[GovernorJosh]

Not taking a side here but what most customers don't understand is that businesses eat fees on processing even if there's a refund whether it's third party or CC.

"
AI Overview

When a customer returns an item, Sezzle charges the merchant a refund fee, but not if the refund is processed using the merchant's Sezzle reserve balance
. The original transaction fee collected from the merchant for the sale is non-refundable, so Sezzle keeps that fee regardless of a return. "


That they didn't cover return shipping costs is not cool at all.

That agreement is between the merchant and the ’bank’. If they want to be an ethical business, maybe don’t expect paying customers to absorb Sezzle fees. Better yet, pass on offering Sezzle all together.

 

[JJ_Colt45]

I don't agree with having a customer pay return shipping fees on a damaged product, but you can't say this was unexpected or it shouldn't have been unexpected ... it's in plain black and white what their policy is. You chose to buy anyway so you really can't cry foul. They handled it exactly as their policy said they would.

Now if you choose to not buy from them because you don't agree with their policies I get that, but this outcome is exactly what their policy said it would be.

I do have a couple dealers that get 95% of my orders these days simply because many online sellers have similar return policies now.

 

[hughd]

I recently had a similar experience with Dillon Precision. I ordered a Spartan Astor in CTS-XHP and received 154CM. They refused to pay return shipping.

 

[R.Russell]

I recently had a similar experience with Dillon Precision. I ordered a Spartan Astor in CTS-XHP and received 154CM. They refused to pay return shipping.

Wow. That is poor

 

[Danke42]

Why not just use your credit card instead of sezzle?

 

[laurin]

I have ordered years ago from them and never had a problem. Roger and his colleagues were always helpful with shipping to Europe, always was quick to response for my questions.

 

[bikerector]

Quote away, my friend. Very reminiscent of the emails from Knifeworks. Policy or not, an ethical, customer forward business would do the right thing, particularly if the item in question arrived to my door defective. I managed a small, local business for 23 years (electronics sales) and I approved countless “against our policy” refunds.

You are confusing ethics with customer service. Ethically, Knifeworks did exactly as they stated and there is nothing unethical about what they did. However, it would seem smart from a customer service/satisfaction standpoint that they do everything reasonable to make the customer happy, as is considered standard practice (nothing to do with ethics).

It does seem like the use of Sezzle complicates things with the return policy and I can see how using such a payment system, analytically, leads to the "I would really like to not lose money every time someone makes a return/requests a refund." I wonder if there was abuse of this in the past. Still, I'm of the opinion that returns are part of the risk assessment for a business and it will hurt your top and bottom line so being proactive is the best policy. Sometimes, that means not carrying inferior product that leads to more returns and sometimes that means inspecting product coming in. I believe Knifeworks used to do the inspection thing to some extent as they would occasionally have "warehouse sales" on 2nd quality items they discovered. But that was many years ago.

While it sucks what happened to you and I agree the customer satisfaction measures could be improved, I disagree they did anything unethical, because objectively, they didn't. Like JJ_Colt45 , I prefer to buy from places with a more robust return policy these days, especially if it is a product with a hit-or-miss quality reputation that I cannot handle and inspect myself. This is especially true if I've never used the vendor before.

I appreciate you sharing the notice as I will shop Knifeworks with more caution. I've never had to make a return with them so I've only had good experiences so far and their prices are pretty solid, but an experience like yours would likely sour that for me as well.

 

[Crag the Brewer]

You are confusing ethics with customer service. Ethically, Knifeworks did exactly as they stated and there is nothing unethical about what they did. However, it would seem smart from a customer service/satisfaction standpoint that they do everything reasonable to make the customer happy, as is considered standard practice (nothing to do with ethics).

It does seem like the use of Sezzle complicates things with the return policy and I can see how using such a payment system, analytically, leads to the "I would really like to not lose money every time someone makes a return/requests a refund." I wonder if there was abuse of this in the past. Still, I'm of the opinion that returns are part of the risk assessment for a business and it will hurt your top and bottom line so being proactive is the best policy. Sometimes, that means not carrying inferior product that leads to more returns and sometimes that means inspecting product coming in. I believe Knifeworks used to do the inspection thing to some extent as they would occasionally have "warehouse sales" on 2nd quality items they discovered. But that was many years ago.

While it sucks what happened to you and I agree the customer satisfaction measures could be improved, I disagree they did anything unethical, because objectively, they didn't. Like JJ_Colt45 , I prefer to buy from places with a more robust return policy these days, especially if it is a product with a hit-or-miss quality reputation that I cannot handle and inspect myself. This is especially true if I've never used the vendor before.

I appreciate you sharing the notice as I will shop Knifeworks with more caution. I've never had to make a return with them so I've only had good experiences so far and their prices are pretty solid, but an experience like yours would likely sour that for me as well.

Idk..... In My opinion.

They did what they said.

What they did was Legal.

Sending faulty (If it was) merchandise to a customer, and having the burden all on the customer Isn't Ethical.