Bad Experience With Knifeworks

lava_lamp

lava_lamp

Feedback: +156 / =0 / -0
Joined
Oct 5, 2006
Messages
3,124
I posted this under another member's positive thread and then realized it is included under a positive title and doesn't reflect my experience...

I bought an item a few months ago from Knifeworks and it came reasonably fast and as expected. I bought a second time recently and the knife was defective. The liner lock could not be unlocked by me with two hands. Even though I have pretty strong hands, the only way I could get it to unlock was to use a prybar.

I sent it back at my own expense, which was no problem, but Knifeworks kept my original shipping fee when they issued the refund. This isn't the normal policy at any mail order retailer I've ever dealt with. If an item is defective, the buyer pays return shipping and the seller eats the original shipping cost.

If I had just changed my mind, I might have been okay with paying shipping both ways, but they sent me a bad knife.

I don't think I'll be buying from them anymore.
 
Last edited:
Been on their website as long as I have done business with them..

Conditions of Returns
In the event you are unhappy with an item you ordered please call us within 7 days of delivery to receive a return authorization number and return shipping instructions. Returns must be received with 10 day's from the time you call for you RA number. RA number's will not be issued by email. This number must be clearly labeled on the outside of the box or your package will be refused. The following terms and conditions apply:

1) All items must be factory new, unused, and in their original box with all factory paperwork included.
2) All shipping is non-refundable, and we do not pay return shipping.
3) Do not ship items back in a padded envelope as the box may be easily crushed or damaged.
4) We ask that you keep a record of the return tracking.
5) Include a copy of the original invoice along with a note detailing the reason for return.
 
Don't know if what you experienced is standard operating procedure, but do know that many online vendors don't comp the shipping cost to a customer for defective goods returned.
 
Simply posting a policy doesn't make it right. By that logic, any example of poor customer service can be justified by saying: "Our policy states..."

Amazon refunds shipping on defective items. If you want a knife vendor, so does AG Russell. So does Spyderco. So do I, when I sell something and there is a problem.

As Theodore Roosevelt said: "Knowing what's right doesn't mean much unless you do what's right."


Bear Claw Chris Lappe said:
Been on their website as long as I have done business with them..

Conditions of Returns
In the event you are unhappy with an item you ordered please call us within 7 days of delivery to receive a return authorization number and return shipping instructions. Returns must be received with 10 day's from the time you call for you RA number. RA number's will not be issued by email. This number must be clearly labeled on the outside of the box or your package will be refused. The following terms and conditions apply:

1) All items must be factory new, unused, and in their original box with all factory paperwork included.
2) All shipping is non-refundable, and we do not pay return shipping.
3) Do not ship items back in a padded envelope as the box may be easily crushed or damaged.
4) We ask that you keep a record of the return tracking.
5) Include a copy of the original invoice along with a note detailing the reason for return.
Click to expand...
 
Similar situation, different online store. Bought an Ontario RD9 from Chestnut Ridge Knife Shop, came to me with a chipped blade. I had to send it back to Ontario Knife Company (OKC) (Tom wouldn't take it back and told me to send to Ontario). I had to eat the $13 shipping charge to OKC, but I did get a new RD9. Tom did call OKC and informed them of the matter. It does suck that we get stiffed for the S&H fees with returns. In the end I learned, dont chase the cheap prices from online stores, because that price includes customer service. Find one store thats good to you, stay loyal and build a relationship. Good Luck & God bless.
 
if you bought the same knife from ag russel or spyderco.com, chances are you would have to pay more $$$. thus the reason you probably went with knifeworks.
 
Last edited:
It's always a gamble buying a knife online (bladeplay, f&f, the risk of losing shipping $) but my experiences with Roger have always been some of the best. He was more than accommodating with my orders, even when I've changed my order, and an overall really nice guy. Sorry to hear you're dissatisfied. The discounted $ and Roger make it worth the occassional risk, imo. I do agree with the previous poster about having loyalty with a local brick and mortar place that offers hands on and good cs (if there's one near you.) Best of luck with future purchases.

b
 
As far as I'm concerned, if an item is defective, the dealer should cover all costs of shipping. The buyer shouldn't be stuck with any costs whatsoever. If that is too much of a financial hardship for the dealer, they should do a quick check of every knife before they ship it.
 
There is no free lunch.

Retailers that offer excellent customer service have higher prices because excellent customer service costs money. Retailers that offer lower prices do so mostly by lowering their level of customer service. The price difference is basically "satisfaction insurance", and really similar to other forms of insurance, such as shipping insurance.

You can send stuff cheaper if you skimp on shipping insurance, but you're out of luck when it goes missing in transit. You can buy cheaper from cut rate online retailers, but when you receive a lemon it's more hassle/more expensive to rectify.

It's a free country. You just need to figure out the kind of risk you're willing to take, and act accordingly. Some people like to gamble, others don't.
 
I agree that the buyer shouldn't have to pay for any return shipping fees being that they are giving them the buisness and buying from them.
 
i've ordered from roger at knifeworks multiple times. all went smoothly. his prices are lower then the other dealers mentioned. if the return/refund policies are posted, it's the buyers responsibility to either accept and buy, or go else where.
 
1kimo4u said:
i've ordered from roger at knifeworks multiple times. all went smoothly. his prices are lower then the other dealers mentioned. if the return/refund policies are posted, it's the buyers responsibility to either accept and buy, or go else where.
Click to expand...

That's true, and it's something I would most certainly do.
 
You know too, you can get most shipping stuff free from the post office now. The only thing you have to pay for is the actual cost of shipping.

That said, if the policy is stated right there, don't come complaining about it later.
 
In my mind, an online retailer willing to pay return shipping charges to satisfy a customer is investing in a long term relationship with that customer--regardless of policy.

It takes a lot of time and money in building a loyal customer base and it is unfortunate that many businesses seem to waste that good will.

Certainly, you have to have the flexibility in curtailing customers taking advantage of return policies, but deal with those exceptions as exceptions and not as the rule.

As a customer, I would return an item to the manufacturer if I felt that it was defective. But, I would return it to the retailer if I felt that they should have caught it before shipping. I will not accept paying shipping more than one time. The next time, I will go elsewhere. There are many businesses that will value my patronage.
 
Last edited:
The above posted policy gives me the impression that the "all shipping is non-refundable" is in reference to when a knife is returned because the customer is not happy with it, not because it is defective.
 
From their website.

http://www.knifeworks.com/faq.aspx

"If your merchandise is defective, it will be replaced during the first 30 days after invoice date on unused items ONLY. After that time period, we ask that you contact the manufacturer directly for any defects covered by their warranty. If you decide to send you knife back to us on a defected item for a refund or replacement, you will be responsible for the shipping charges back to us and we will ship it back to you for free of charge."
 
I've had several transactions with Roger and the good people at Knifeworks. All of them have been very positive. They have always been quick to communicate effectively and their overall customer service in my business with them has been flawless. I'm sure that I would not hesitate to deal with them again. Just my two cents.
 
You must log in or register to reply here.
Back
Top