A RAT Cutlery complaint....

R.A.T.

R.A.T.

Randall's Adventure & Training
Joined
Feb 4, 2004
Messages
10,400
...and in the interest of being fair, we wanted to publicly post it up here. I removed the customer's name but left the dealer's name since they dealer received a lot of praise on this deal. The customer did send pics of the tip and it does appear that we let one slip through the cracks. He will be getting a replacement knife. This was an RC-4.

----- Original Message -----
From: XXXXX XXXXXX
To: Cumberland Knife Works
Sent: Sunday, July 06, 2008 12:14 AM
Subject: Order #1475 quality problems


Dear William Horn,

I'd like to first thank you for the lightning fast shipping. I was very excited to receive the knife, however, was very disappointed to find some quality problems with the product. The most noticeable issue is blunt blade tip. It appears the tip has either been damaged or has not been finished at the factory. It would not even go through a single sheet of paper without considerable force. In doing the paper test, I did not find the edge to be as sharp as it should be from the factory. Also, what happened to the original box the knife comes in?

I appreciate you upholding the quick shipping statement on your website and I certainly hope we can reach a favorable solution quickly as I do have a backpacking trip coming up soon. I'd be more than willing to return the knife for a replacement along with the item return shipping costs reimbursed.

Thank you and I look forward to hearing from you soon

Regards,

XXXXXX XXXXXXX
 
Well Jeff it happens to the best of us, specially with all the business you guys are doing lately. We all know the man will get a new razor sharp knife and will then become an RC addict like the rest of us when he sees the true quality and great customer service your team provides.:thumbup:

Thanks for posting, at least we know you and Mike are human now;):D
 
ahhhhhh--you can't keep mistakes from happening. You prove your stuff by how you handle them.

Bill Horn and CKW is top shelf. a good match for RC! :)
 
Derrick, I agree. Bill Horn is a great guy and that's pretty good of you to say that since he is a "competitor" to you. I like your philosophy when it comes to this since it parallels our own. That's sort of the point of this whole thread. There is no such thing as a "best" knife or "best" maker. We're all fallible. I'm sure RAT Cutlery will see plenty more screw-ups as the years go by, as will our dealers, "competitors" and even customers. I just thought this email offered some good balance and realism to all the positive threads that have been posted on RAT Cutlery.

Jeff
 
R.A.T. said:
...

----- Original Message -----
From: XXXXX XXXXXX
To: Cumberland Knife Works
Sent: Sunday, July 06, 2008 12:14 AM
Subject: Order #1475 quality problems


Dear William Horn,

Also, what happened to the original box the knife comes in?



Thank you and I look forward to hearing from you soon

Regards,

XXXXXX XXXXXXX
Click to expand...


This customer obviously didn't see your new ads, cause I think you guys got the best "Box" in the industry!:eek::D
 
Jeff, posting this shows the cut of your cloth. You could have easily kept this off the forums and no one would have been the wiser, except for the customer and retailer. Seeing this, and the simple fact that you posted it, tells me that your business model is honesty and integrity first!

You deserve a BIG :thumbup: for this!

Now the customer will see the CS RAT is known for!

Well done my friend, very well done!
 
Again, we're all going to make mistakes and my heart sinks when a customer gets something they feel is bad, but that's just life. Rowen Manufacturing and RAT Cutlery's goal is truly 100 percent customer satisfaction. RAT Cutlery has gotten a LOT of praise over the last few months and we have proudly posted it here, so it would be less than fair to our customers not to post the negative comments as well.
 
Jeff,
Now you're what we used to call a "stand up guy." What a terrific thread to see first thing in the morning.
Steve
 
The problem with this knife came to our attention late yesterday afternoon and we received a pic of the knife this morning. Our apologies go out to both the dealer and the customer. Mistakes like this should not happen. We do our absolute best to never let a bad knife get out the door, but out of the thousands and thousands that go out sometimes it happens. Me, Jeff, and Mike have talked about this very thing before and we share the same philosophy, "Ultimately, the important issue it is not if a mistake is made once in blue moon, its how the mistake is handled that matters in the end."

We made the blade, the mistake is ours, we accept that, we apologize, and the customer WILL be taken care of. Our goal, 101% customer satisfaction.

Thanks for your support everyone.
 
Rowen Mfg. said:
The problem with this knife came to our attention late yesterday afternoon and we received a pic of the knife this morning. Our apologies go out to both the dealer and the customer. Mistakes like this should not happen. We do our absolute best to never let a bad knife get out the door, but out of the thousands and thousands that go out sometimes it happens. Me, Jeff, and Mike have talked about this very thing before and we share the same philosophy, "Ultimately, the important issue it is not if a mistake is made once in blue moon, its how the mistake is handled that matters in the end."

We made the blade, the mistake is ours, we accept that, we apologize, and the customer WILL be taken care of. Our goal, 101% customer satisfaction.

Thanks for your support everyone.
Click to expand...

:thumbup: Well Said Shon....
 
I second that complaint, but I bet they'll also assume responsibility for making a lot of us buy more blades too! The dogs... :)
 
You guys are top notch. It's so difficult to find anyone that is worth dealing with anymore and you guys continually prove yourselves as market leading in customer service and quality.

The fact that you would even post there here is a true mark of a company devoted to quality and customer satisfaction. It doesn't bother me at all that a customer got a knife with a blunt tip and/or wasn't up to his standards.
 
Might be a good Idea to send him some swag for his troubles. But stand up either way.Like you said it is how you handle the mistake that makes all the difference.
 
Great response. I've always felt that a product is only as good as the people who stand behind it and this is a perfect example of that :thumbup:.
 
balance in the posts, i like that, errors happen nothings perfect all the time, except for your customer service as far as i can tell
 
Hi All,

I've been a member of BF for sometime though I don't post all that often..It's because of this site that I've been introduced to many quality knife companies, RAT Cutlery being one of them...I own an RC-3 and RC-4 and love them both equally..No nonsense, US made cutting tools. Now that I have read this thread I love them even more. It's good to see good ole' American customer service is alive and well. :thumbup:
 
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