BladeHQ and the case of my missing grail Sebenza

Big_Tex · May 26, 2016

First let me start off by saying I've bought several knives from BladeHQ and have never had a problem... not one. Every time I've been on the phone with their customer service it's been a wonderful experience. BHQ is one of my favorite knife shops on the web.

So, you know that feeling when you finally find your grail knife... and you actually have the money to buy it... you know that feeling???

Well, that was me a few days ago. Got an email from BladeHQ informing me that the BladeHQ exclusive Large LH Sebenza 21 w/ carbon fiber inlays was in stock... I was so excited! I immediately got the shakes and started fumbling for my wallet...

I quickly got on their website and purchased two of them... one would be for me and one would be a gift for my dad. I got the email confirmation with tracking numbers and couldn't wait until the mail arrived today. Received the notification during my lunch break that they had been delivered and were on my doorstep. Rushed home and quickly scooped up the packages. It was a like my Bulldog that drools when he knows he's about to get a snack... Opened the first box and my excitement quickly turned to heartache... wrong knife. In the first box was a LH Sebenza 25 w/ carbon fiber inlays... opened the second box only to discover the same knife... another LH Sebenza 25 w/ carbon fiber inlays. *Cuss Word*. (well, those aren't the words I used, but for the sake of tender ears I'll spare everyone I'll leave it to your imagination.)

So I double checked my order confirmation emails... yep... I ordered the right knife.

Got on the phone with BladeHQ to see if they could help me track down my knives... Joseph was kind and understanding... put me on hold while he went to talk to some other folks... no answers... they don't know why they sent me the wrong knives... said they would pay for me to ship those knives back to them, and they would issue a refund as soon as they received them back.

So then I asked "so, do you have the two knives that I ordered"

"we don't... but we do have some on order from CRK, but we don't have any idea when they will be here."

All I heard was... "nope... we don't have your knives..."

Man. So frustrating.

I guess I'll keep waiting... the searching and waiting for my grail sebenza continues...

Until next time sports fans...

James Longstreet · May 26, 2016

Very sorry to hear this. Very disappointing. I can imagine how you feel.

This is the 2nd case published here, involving Blade HQ and their cf inlayed dealer exclusive and a messed up inventory with other cf sebenza. Last time they shipped the KnifeArt exclusive with the full cf slab to a customer who ordered the Blade HQ exclusive. For sure there is something completely going into the wrong direction between BHQ and CRK when it comes to cf Sebenza. Both are great companies. But they should sort out immediately whatever the cause of these problems is.

THEJimmyN · May 26, 2016

Isnt the 25 worth more than the 21? :0

BladeHQ · May 26, 2016

Big_Tex,

I will make sure that this gets fixed for you. I am sorry that this happened. It looks like we have a note on the item to let you know as soon as we get the correct knife for you. But I totally understand the disappointment of not getting what you ordered. We'll make it right.

Mark
www.BladeHQ.com

juzam182 · May 26, 2016

BladeHQ said:
Big_Tex,

I will make sure that this gets fixed for you. I am sorry that this happened. It looks like we have a note on the item to let you know as soon as we get the correct knife for you. But I totally understand the disappointment of not getting what you ordered. We'll make it right.

Mark
www.BladeHQ.com

Great service right there! They made a mistake and they are sorry, now they are doing everything they can to correct it.

I work in a similar industry doing a similar job and know both sides of the coin.

Big_Tex · May 26, 2016

BladeHQ said:
Big_Tex,

I will make sure that this gets fixed for you. I am sorry that this happened. It looks like we have a note on the item to let you know as soon as we get the correct knife for you. But I totally understand the disappointment of not getting what you ordered. We'll make it right.

Mark
www.BladeHQ.com

Thanks Mark! Appreciate your willingness to help with this! No love lost!

Bryan

Ajack60 · May 26, 2016

The horror, too bad you're not left handed.
A little more time and you'll be taken care of, as you know BladeHQ is great to deal with.
They were just teasing you.

Spartan00 · May 26, 2016

James Longstreet said:
Very sorry to hear this. Very disappointing. I can imagine how you feel.

This is the 2nd case published here, involving Blade HQ and their cf inlayed dealer exclusive and a messed up inventory with other cf sebenza. Last time they shipped the KnifeArt exclusive with the full cf slab to a customer who ordered the Blade HQ exclusive. For sure there is something completely going into the wrong direction between BHQ and CRK when it comes to cf Sebenza. Both are great companies. But they should sort out immediately whatever the cause of these problems is.

This ^ we don't know what's going on behind the scenes and I doubt blade hq would comment , matter if fact no need to comment on it , however there was a mix up of some CRKS before problem IIRC was CRK not blade hq. Looks like may be a hiccup or 2 with CRK , both great companies so you are covered .

BeaverTail_Hunter · May 26, 2016

bought a lot of stuff from them....nice to see them stepping up to the plate and owning the mistake.

red mag · May 27, 2016

I feel with you and I think this is the place to share such stories.
I admire the folks at BHQ for taking the time to post here - they do really care.
I can also imagine, that it is not easy to keep up to date with all those many products they offer.
BHQ offers so many products, I doubt one could remember all those fine differences, which are possible today.
Here on CRK forums we focus on a small part and are therefore very well informed.

Anyway thanks for sharing your story and all the best for your grail!
BTW the CF inlay looks so cool !

lemmuhj · May 27, 2016

BladeHQ said:
Big_Tex,

I will make sure that this gets fixed for you. I am sorry that this happened. It looks like we have a note on the item to let you know as soon as we get the correct knife for you. But I totally understand the disappointment of not getting what you ordered. We'll make it right.

Mark
www.BladeHQ.com

To read the first and last sentence in this post is all you need to know....

Nothing but 100% respect for BladeHQ from me...i bought a super high dollar custom from them one time and had to return it because of LEGITIMATE faulty craftsmanship, and i was SOOO relieved to know that it was a no questions asked, easy as pie return, with prompt refund

Wavicle · May 28, 2016

My Wish List on BladeHQ keeps me happy and gets me in trouble-- an ideal paradox for the collector. And in the few times I did contact them with questions, I found customer service far exceeds expectations. They have an excellent team of people.

ponte · May 28, 2016

This happened to me as well. Been waiting for the Lefty CF inlaid 21 for quite some time now. I read the OP's post before picking up my package at the post office today so I had an idea what to expect. It's bittersweet for me. I really do like the 25 and will be keeping it but am still after the 21 version. Hopefully bladehq will fulfill my existing order so I don't have to play the race to the order button game yet again. I have quite a bit of experience ordering though them and have never had a problem but the fact that this is their second go round with this same issue is disappointing. I'll be calling after the holiday to chat with them.

Big_Tex · May 28, 2016

ponte said:
This happened to me as well. Been waiting for the Lefty CF inlaid 21 for quite some time now. I read the OP's post before picking up my package at the post office today so I had an idea what to expect. It's bittersweet for me. I really do like the 25 and will be keeping it but am still after the 21 version. Hopefully bladehq will fulfill my existing order so I don't have to play the race to the order button game yet again. I have quite a bit of experience ordering though them and have never had a problem but the fact that this is their second go round with this same issue is disappointing. I'll be calling after the holiday to chat with them.

Wow. I feel your pain my friend!

lobo9er · May 28, 2016

I have ordered from them also with out a problem and I love seeing this kinda thing. All around good deal OP was simply venting no over the top mud slinging and BLADEHQ stepped right in and said they understand and will fix it. I expect a happy end to this story. I am going to surf their website right now and see the sites. I had a bad time with a competitor of theirs and I no longer shop there. Customer service is make or break. And these guys get it.