Benchmade customer service sucks.

M

mk.ultra

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I've emailed them twice recently, and they never replied. Awesome customer service!!!!

I love my Mini Grip, but seriously? Cmon.
 
Yeah, I'd look for a phone number. The last time I e-mailed them, it was 3 months before I got a reply.
 
It's been discussed ad nauseum here on BladeForums, but the best way to reach them (and most other customer service folks) is by telephone rather than email. So you might try that before making the blanket statement that their customer service sucks. :rolleyes:

Also, wrong forum.
 
that is a bummer.. for such a great company, i haven't heard very many good things about they're customer service..
 
neuron said:
It's been discussed ad nauseum here on BladeForums, but the best way to reach them (and most other customer service folks) is by telephone rather than email.
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+1 What he said.

I've seen people claim they have gotten replies to email to BM, but I've sent numerous messages and never gotten a single reply.
Was able to reach someone in minutes by phone and got excellent service.

From what I've read and experienced BMs customer services is excellent, unlike their quality control, which nees major work.
 
neuron said:
It's been discussed ad nauseum here on BladeForums, but the best way to reach them (and most other customer service folks) is by telephone rather than email. So you might try that before making the blanket statement that their customer service sucks. :rolleyes:

Also, wrong forum.
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It's just why do they even have email contact if they're not going to reply?
 
mk.ultra said:
It's just why do they even have email contact if they're not going to reply?
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Who knows. I emailed Benchmade once, waited a bit and having read about their spotty email service, decided to call instead. After I called and got taken care of, I got an email reply to my original inquiry. I wasn't very put off by it, as the time zone difference isn't that bad, so calling wasn't inconvenient.

On the other hand, I used DMT's contact us form twice; I waited about a month before trying the second time and never got an answer. That sucks way worse for me since the time zone difference made calling them inconvenient. Once I did call them I found their CS rep to be very nice and helpful. Yeah, it would have been way more convenient if they'd responded to my inquiry via email, but I don't think that makes their customer service flat out awful.

As with anything, email is imperfect. I've had emails that have just disappeared into the ether; they weren't in my inbox, not in my spam folder, who knows where the hell they went.

At least you have the phone option if email doesn't work; there are other companies who only have one method of contact and if that one doesn't work then you're SOL.
 
I'm kind of surprised to read this. 9 days ago I emailed benchmade for a clip replacement and today in the mail I got a little blister pack with a new stainless clip and screws.

I can actually send you the email of the rep who helped me if you like..
 
I got a bad Benchmade from an authorized dealer on a Friday evening. On Monday morning, I called benchmade. The next-dayed a new knife to me, no questions asked, before I even returned the old knife. I had the new knife Tuesday, less than one business day after contacting them.

Truly the worst customer service I've ever experienced.
 
neuron said:
It's been discussed ad nauseum here on BladeForums, but the best way to reach them (and most other customer service folks) is by telephone rather than email. So you might try that before making the blanket statement that their customer service sucks. :rolleyes:

Also, wrong forum.
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Not everyone browses forums and if they don't plan on answering emails then they shouldn't give out their email address for "customer service". :rolleyes:
 
I have to agree on the phone, don't email. I sent off 3 emails about a replacement pocket clip, and even got a response that it was going out with the third one.
That was 2 months ago, no clip. I call, and it arrives in 5 days. Weird.
 
General Knife Discussion is for discussing the knives themselves. Use FEEDBACK: The Good, The Bad, The Ugly! to tell about your experiences (Good or Bad) with dealers, sellers, and individuals you've bought, sold, and traded with.
 
If they can't get the hang of using email, maybe they should have the phone number only and totally forget about the email address altogether.

I think there would be a lot less people who are pissy with Benchmade Customer service if that was the case.
 
I emailed them once and got a quick reply. Did it again much later and had to send a second email.
 
When I want rapid customer service from a company, I get a representative on the phone. I don't believe emailing a company about a problem is the wisest course of action unless you enjoy frustration.

Looking at the Benchmade website, on the "Contact Us" page, I see a phone number and an address. No email address. Ditto for the "Lifesharp" service page and the "Warranty" page--nowhere does it instruct to contact them by email.

Why are you contacting BM CS and where did you read to contact them via email? For some things, like warranty repair or lifesharp, I don't believe you need to contact them. You just download their form and ship the knife.

I've called Benchmade several times this year and was able to get an intelligent rep on the other end within two minutes of calling.
 
I've had nothing but good experiences with BM CS. I've always used the phone though.

I hate trying to do business via e mail. I don't understand why anyone would prefer it over actually speaking to someone.
 
Bryan J said:
Looking at the Benchmade website, on the "Contact Us" page, I see a phone number and an address. No email address. Ditto for the "Lifesharp" service page and the "Warranty" page--nowhere does it instruct to contact them by email.

Why are you contacting BM CS and where did you read to contact them via email? For some things, like warranty repair or lifesharp, I don't believe you need to contact them. You just download their form and ship the knife.
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When I emailed them I can't remember if it was on the page, but it's on the old version of the warranty return form.
 
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