Mixed BladeHQ poor CS

knerd

knerd

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Slight rant. My issue was resolved, but this is a recent negative experience with BladeHQ's CS.

I managed to get one of the BRS Alt Alpha Beasts from the latest drop from BladeHQ. The day of purchase the listing stated this run comes with a pocket clip and a crowned spine. That's 2 check marks for me so I decide to purchase.

Well, my knife arrived last Saturday. I was happy as hell to get my new knife just like most people would be. I opened the box and took the knife out and flipped it around a bit. Then I realized there's no pocket clip. I inspected the knife further and it does have a crowned spine.

So, I go to BladeHQ's site and look over the listing of my knife. As I look over the listing I notice that the detailed picture showing an obvious pocket clip on the knife has been removed and the description has been altered.

I send an email to BladeHQ inquiring about this issue as well as Blade Runners Systems. I got an email back from BRS acknowledging that BladeHQ made an error in the listing and they would send me out a pocket clip. Great CS on their part.

Waited days for a response to BladeHQ. Sent out 3 separate emails (last one telling them to disregard because it was solved by BRS). Well, finally received a response yesterday evening.

They gave me the run around and stated they didn't see what I was talking about (no picture of clip/description). It wasn't until I told them that BRS confirmed the error that the tone changed. Nothing was done on BladeHQ's part to fix this issue. Obviously someone there knew about it because the listing changed after I purchased my knife. Bad integrity on BladeHQ's part. Just my recent experience and thoughts.


TL/DR: BRS has great CS, BladeHQ not so much.
 
FWIW, I had the opposite experience on another order. Sometimes it is better to pick up the phone and call their CS as opposed to emailing them. In my case, I ordered a Lynch Ti clip merely an hour AFTER I had already ordered a PM2 so being separate orders, I was charged a nominal shipping fee for the clip as it was below $99 threshold for free shipping. In my order I wrote a note in the instruction section requesting to combine orders if possible and then reimburse me the $2.99 for the extra clip shipping. In the AM I just called their CS instead and the young man who took my call was very courteous, intercepted the PM2 order, added the Lynch clip to the same shipping and then reversed the shipping fees for it.

I'm sorry for your disappointment but sometimes it is better to call to explain the situation. It also helps in leaps and bounds just being nice to the person on the end of the phone (not directed at the OP). My 2 Cs.
 
It was the weekend so I shot them an email. Issue was resolved by Monday so there was no need to call. Just disappointing that it takes a reputable knife dealer 1 1/2 business days to reply to an email. It does seem like a case of miscommunication because the CS lady didn't now about the error. Obviously someone @ BladeHQ knew due to the listing change AND BRS knowing about it.

I've had nothing but positive experiences from previous transactions from BladeHQ. Kinda why this is getting the mixed tag on this whole situation.
 
When you get or perceive getting bad customer service, it doesn't matter how many other people were treated above and beyond by a particular vendor. Lots of factors could have been in play and ... mistakes do happen. Here is a link to my only contact with BHQ customer service (though it was nearly 5 years ago). To say it was positive would be an understatement.

https://www.bladeforums.com/threads/let-me-second-the-praise-for-bladehq-customer-service.1062717/

Anyway, mistakes do happen and the larger the organization, the more chance for mistakes. Sorry this happened to you, glad you posted it, and hope it isn't indicative of any type of decline in CS from BHQ.

By the way, @BladeHQ is a member here, maybe someone will chime in.
 
I recently (within the last 2 months) was contacted by BHQ CS because they realized that they had wrong information on a preorder that I had made. They wanted to correct the info and see if I still wanted it. I was VERY happy with this service (and, not that it matters, wanted to keep the preorder active).

Your issue could've been handled quicker and I appreciate your feedback but it's not going to change my buying habits given my experience. Good looking out.
 
BHQ is my "go to" retailer. I'm going to guess that whomever responded to OP's email wasn't aware of the changed description (there are probably a couple of thousand descriptions on the site) until it was pointed out. It would be good see what BHQ has to say.
 
Yeah, I think it ultimately comes down to a mistake in the listing and miscommunication. It's not necessarily the CS rep's fault as it seemed that she genuinely didn't know. The issue was resolved via the knife manufacturer. So it was made right.

I mainly posted this as constructive criticism for BladeHQ. This has been my only dealing with their CS. IMO there's room for improvement. Double check info before putting products up for sale and more prompt and accurate communication is needed. I understand they were probably overwhelmed with orders, but a simple automated email response would have even been better than radio silence.

BladeHQ has a pretty large social media presence and I feel prompt email communication isn't asking that much of them.
 
I have also called, instead of e mailing. Received excellent service from Blade HQ every single time.
Very rare to see complaints aimed at them.
 
My only experience with BHQ's customer service was less than impressive...but the followup (after I received a feedback request) was handled professionally.
I rarely purchased from them, anyway; so I can't say that the experience had much impact.
 
I've always called them when I have questions or issues and they're very nice to work with and very helpful. Shame to hear it's not the same with emails.
 
Mistakes happen. I've been in the same situation as you where the wrong variation of an item arrived and it is always a let down.

BHQ is top of the line.

I stopped using email for almost everything I do years ago unless I have no choice .

A quick phone call usually solves the problem immediately.
 
Hit and miss for me, it depends on who you get. I personally prefer knifecenter feels like they are more about the knives and less about the social media like bladehq
 
Blade HQ is fine. Sounds like some patience is needed. No reason to want to burn them to the ground over a delay. Shi, happens.
 
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