Amazon seller 'Thompson Tools'

wanted to clarify my post if it was misunderstood I would give the merchant (thompson tools) a deadline line not the credit card company...I own a credit card/merchant processing company and deal with this everyday...although it can be a pain the consumer is never responsible or required to pay for anything they did not agree to also for those who might think it is too late you have 6 months to file a dispute and still get your money back
 
Got this message from him just now:

"The first thing you're going to need to admit to yourself is that we
have not called you a scammer. Nowhere in any communication we sent
you were you called a scammer. The only way I would call you a
scammer is if I get the knife back and it is not our knife.

Secondly you need to realize that this knives do not have serial
numbers on them. What you sent was just a UPC code. Every single box
that kershaw puts out has this same number on it, so nothing has been
proved by you mailing a picture of the UPC code.

Lastly you will need to wait a little longer than the same day the
knife is returned back. All of our returns take about 48 hours to
process once the arrive. We are classified as a small business, but I
think we are much, much larger than what you may be envisioning. We
sell $4 million worth of knives per year and have 18 employees. Once
we reach the $5 million mark we will no longer be allowed to call
ourselves a small business.

If you are sending back the knife we sent you I don't know why you are
so up tight. If you sent back the right knife then just relax and let
the process run its course. There is nothing to be getting all worked
up over.

If it turns out that we made a mistake we will ship the correct one
out on priority mail and include a free light pen for any troubles we
may have caused. "


Maybe i shouldn't have attacked him for calling me a scammer but i was really pissed when i got his first reply and he told me he hadn't sent the wrong knife. Later he sent this charming tidbit "If I thought for sure you were trying to scam us I would outright accuse you of it." Which i read with the emphasis on the "for sure". "If I thought for sure you were trying to scam us I would outright accuse you of it."

I've never had to return something i've bought online but this isn't how i think customer service should work. He should have been apologizing and assuring me that he would make it right from the very first e-mail instead of talking about the special marks he puts on the knife to catch scammers. You can tell from every e-mail he's sent me that he thinks i'm lying. I'm not used to being treated this way by anyone let alone someone who took a bunch of my money.
 
Got an e-mail from someone that doesn't want to be identified. Apparently he had the same problems with thompson tools that scurvy092 did but when he tried to get a new knife sent customer service was "extremely rude". Not clear from the e-mail whether the issue was ever resolved.
 
jacksterp said:
NEVER, EVER do business with Amazon unless the item is shipped and sold by Amazon. And I don't want to hear that so and so has had good experiences with some third party sellers.
Click to expand...

I've bought a lot of knives from Amazon and never had a problem of any kind.
With free shipping and free return shipping if there is an error, the risk seems reasonable for the frequently outstanding prices.

I too normally only consider the items "shipped and sold by Amazon", but on rare occasions have dealt with third parties...so far with no problems.

When I do take a chance on a third party, its only those with near perfect feedback...like 99% positive.

However, if one the knife dealers I do business with has the item for close to the same price, I'll go with them even if it costs a few dollars more.

IMHO, the main risk in buying from Amazon is that you may get an item that has been returned and is either defective in some area or not the same item. I have doubts that Amazon checks those returns very closely.
 
I don't think i ever checked the sellers feedback until i started having problems but he only has 94% positive feedback and a number of people seem to have had similar problems. At first that seems like a good rating but if you think about it that means more than one out of every 20 sales has a problem (and most people don't leave feedback). For someone that has thousands of sales that's not very good at all.
 
fatherhudson said:
I don't think i ever checked the sellers feedback until i started having problems but he only has 94% positive feedback and a number of people seem to have had similar problems. At first that seems like a good rating but if you think about it that means more than one out of every 20 sales has a problem (and most people don't leave feedback). For someone that has thousands of sales that's not very good at all.
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Exactly.
94% might look ok some places, but GOOD Amazon third-party vendors bend over backwards to get good marks.
I've found Amazon's customer service to be excellent and they seem to expect no less from any vendor who sells thru them.
 
fatherhudson said:
If you are sending back the knife we sent you I don't know why you are
so up tight. If you sent back the right knife then just relax and let
the process run its course. There is nothing to be getting all worked
up over.
Click to expand...

Uh oh, is anyone else seeing the red flags here? I'm betting he is going to claim he sent you the knife you ordered and you are trying to scam him. What is the difference in price between those two models?
 
Yea... I'm seeing some major red flags all over the place with this one. I would contact Amazon ASAP and let them know what's going on as well as your credit card company. Looks like a lot of people have issues with these people...
 
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JSMcustoms said:
Yea... I'm seeing some major red flags all over the place with this one. I would contact Amazon ASAP and let them know what's going on as well as your credit card company. Also, where did this guy get the idea that it's a good thing to make people that own lots of knives mad at him???
Click to expand...

Well remember he doesn't know about this thread yet. I'm not going to show it to him unless he really tries to scam me. I don't want it to seem like i'm trying to blackmail him cause thats not the way i was raised. I sent an e-mail to amazon just in case so they'll have a heads up. Unfortunately their claim system seems to be broken. And now i just checked the tracking number and it hasn't ben updated at all today. Please god don't let that mean the package is lost.

I hate to say it but i'm not even going to buy knives on the exchange anymore after this. never again will i give my money to someone unless they're a legitimate business with a proven track record.
 
I've dealt with Thompson Tools once.. They sent me a 1660VIB and in some spots was missing the coating. I emailed them and they fixed the problem in good time with no fuss. .. So i think they would fix this. they're not only on amazon either..They also have kershaw knives .net store as well / two point enterprise
 
chester22 said:
I've dealt with Thompson Tools once.. They sent me a 1660VIB and in some spots was missing the coating. I emailed them and they fixed the problem in good time with no fuss. .. So i think they would fix this. they're not only on amazon either..They also have kershaw knives .net store as well / two point enterprise
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Interesting to know. I've now talked to 3 people that have bought from thompson tools and they've all had problems of some sort. Is there anyone out there that has had an entirely smooth transaction with them? please speak up. How do they get away with selling used knives to everybody?

Edit: I contacted amazon and they said to wait 4 weeks and if nothing happens to contact them again.
 
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I've had a few dealings with them and they went flawless. I most likely won't chance it again after reading this, but I had 0 issues with them.

I'd suggest giving them 48 hours after your knife is returned. If they start beating around the bush after that, then is a good time to start worrying and contacting Amazon.
 
I can't offer any advice. To me it sounds like this company is picking a fight with you before you even had a chance to get the product you paid for. That is unacceptable customer service. A 4 million dollar company I am doubting that. Sending emails like that is not something a decent respectable company would do.
 
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So at this point it's worth noting that I'm sure if mr. thompson was on this forum he would probably be saying that it was me who had picked a fight with them. I did respond to his e-mails pretty aggressively but there was really only one thing i regret saying and thats when i told him (exact words) "I know that your inventory does not show that you sent me a 0550 because you didn't send me one. Why don't you actually go count your knives instead of accusing me of trying to scam you?" I'll admit this wasn't very diplomatic but it was in response to his first e-mail and i felt like he was implying that i was a lier and a scammer. Anyways i just got the below e-mail from him. I think he's starting to see whats freaking me out and looking to minimize fallout from all of this. The only thing i've taken out of the e-mail is an address and phone number which was at the top. That makes me feel a bit better too, if he was really giving me the run-around i doubt he'd want me to have his phone number.

"I have left instructions in your order to give you a full refund when
the knife is returned. I am sorry, but we cannot reimburse return
shipping. If you change your mind about wanting the original knife
please let me know. We will notify you if we find any problems with
the knife that is returned.

Nobody here thinks your are lying either, nor does anybody here think
that the emails we have sent you come even close to making it clear
that we think you are lying. When these things happen everybody just
returns the knife and lets us get the correct one sent if we have made
a mistake. Only on a few occasions have we had a situation where we
had to contact the customer and tell them we did not get the knife
back that we sent. Most of the knives returned to us are indeed the
knife we sent, and there are no problems.

So nobody here has thought you were a liar or a scammer. As a matter
of fact if I were betting with somebody on your truthfulness my wager
would be that you are telling the truth just because luckily most
people still tell the truth about this kind of stuff. It's just the
few that have messed up the returns process and made us have to do
this kind of verification. We had to do something or the dishonest
few would have driven prices up for everybody.

I have marked your order for refund. If something changes email me
back and I will update your order with whatever makes you satisfied.

sincerely,

Matthew Thompson
Thompson Tools"
 
After seeing that "Two Point" the Kershaw seller is the same outfit I felt I should respond. I ordered two of the same knife from them several months ago. Package arrived promptly but only one knife ( credit card charged for two). With one email stating I was charged for two knives and only recieved one, the order was checked and my second knife sent. I was not asked to prove that I only recieved one knife, ( no way I could have) or charged any additional shipping. It seems they simply have someone in thier shipping department with thier head up thie ass.
 
fatherhudson said:
"I have left instructions in your order to give you a full refund when the knife is returned. I am sorry, but we cannot reimburse return shipping.
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They send the wrong item and don't reimburse return shipping?
Unacceptable!

Love the phrasing....they "cannot" reimburse shipping? What, its against "policy"? Guess it sounds better than "we don't want to". :rolleyes:

I was looking for an item last night and the only vendor selling it was Thompson...I passed.;)
 
When i read the return shipping thing i was really mad because i thought i had read somewhere that they have to pay for it but i looked it up again and only amazon themselves will pay for return shipping. if it's an amazon seller than you have to pay for. I don't think it's right but theres not much i can do about it.
 
Please keep this thread going fatherhudson. I am anxious to see how this will be resolved. Best of luck to you...
 
fatherhudson said:
When i read the return shipping thing i was really mad because i thought i had read somewhere that they have to pay for it but i looked it up again and only amazon themselves will pay for return shipping. if it's an amazon seller than you have to pay for. I don't think it's right but theres not much i can do about it.
Click to expand...

And you should be mad.

If you were returning it because you did not like it then no reason the vendor (even Amazon) should pay return shipping.

But when its their error, any vendor should pay to have it returned.

After you get your refund you can certainly post a nice feedback on Amazon. "Shipped wrong item, would not pay for return shipping."
 
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