BrigadeQM just lost all of my respect and my business...

Fletcher Knives

Fletcher Knives

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Anyone else ever had problems with getting your gear from BrigadeQM?

I called earlier to check and see what the deal was with a RAT-7 I ordered that should have been here by now. Now, if there is some logical reason to something being late, I'm always willing to listen and work with people. Unfortunately, their strategy was to lie to me and they got caught.

They said that my credit card was declined. I said "well, I'm sorry to call you out, but the American Express I have has a no decline policy. There is no limit as a business expense measure on that card. So even if that was the case, which isn't possible, why would you not have informed me right away?" They said that they had emailed me and called. I said "no you haven't called. I have one number that has no missed calls and I have recieved no emails about this problem." They asked if I had spam blockers. I said I did. Then they said "well its probably because of that." I said "Then why did I get the email confirming my order just fine and I recieve all of the newsletters just fine?"

Basically, this ladie tried her best to BS me and it didn't work out at all. We went throught everything again together on the phone and she said it would be shipped out tomorrow. You know if she had said something like "we're just really backed up right now with orders so it's taking us a while to get them all sorted out." I would have said "no problem. I understand." Instead, she lied. After this experience, it will be very hard for me to ever want to do business with them again.
 
Hopefully it is just a freak thing ,I was talking to Jeff Randall (RAT/RC)yesterday via email and he asked me to purchase the RC-3 from Brigade QM , as they are excellent folks so I told him I would so here in a few weeks we will test the freak thing theory as I plan to order the RC-3 from them shortly...thanks for the info though !!!
 
The worst thing is that I only live maybe 45 minutes from their shop. If I had known it was going to be an ordeal, I would have just gone over and made the purchase in person and have the knife already. Since it's far enough away that I would spend as much on gas as I would shipping, I figured what the hell, I'll just have 'em send it to the house.
 
With places like Grand Prairie Knives (which I can not speak highly enough of and they've deserved every dollar I've spent) why would anyone shop at QM except to order a Ranger knife? That's just crappy customer service right there. I wonder what the relationship is between Jeff and QM is?
Just as a sidenote, I've been treated very well by NGK too.
 
Mr.Clean ,not sure on the relation between the two as you mentioned ,I was trying to get it from Rat cutlery site and he asked me to order one from a Dealer,mentioned several but Brigade QM was 1st on the list he stated to me...
 
I've been dealing with BQM for years. I can't remember ever having a problem. So I never got to speak to the crazy lady on the phone! :D

Seriously, it's one employee out of a very professional supplier's staff. I might be as annoyed as you, having to go through a stupid conversation like that, but losing respect for the entire organization is an overreaction.

As far as Jeff Randall recommending them, a lot of manufacturers like to work through dealers as it frees them to concentrate on their core business, and let the dealer do the selling -- which relieves them of stocking and shipping, which requires staffing. There's nothing underhanded or unusual about it. BQM is big, they sell a lot of his knives, why wouldn't he like them?

Dylside, you are right, though. You got the runaround. I would suggest writing to them, email would do, telling them they have a phone-in customer service problem.
 
I buy most of my 550 Cord at Clothing & Sales on base, and all of it is under the 'BrigadeQM' label (along with lots of other stuff), never ordered from them, so I've never had any problems. I did order a catalog 8 months ago, still haven't gotten it, I suppose I should just order another one.

-Arch
 
I have ordered from them for years without a problem.
Then just recently I called to order my RD-4 from them. The guy I got was an idiot. He couldn't find the order number because they just started carrying it. I asked if he could find it from a manager or something and he said, "NO." Then he asked if I wanted to call back and I said, "no, I will go order it from Justin at Ranger knives."

I will order from them again but I felt a lack of customer service that was never there before.
 
At least I got my Ranger today that I had ordered a while back. It made me feel a little better. The ordering of my RD7 went without a hitch. Recieved it today. No worries. I wish the RAT order had gone that smoothly.
 
so ultimately what was the hold up? did they forget your order? who's fault was it really?

in that lady's defense, BQM is a pretty big operation. i doubt she was solely responsible for the orders. she's prolly just a customer service rep. i have been on the receiving end of such calls in the past and i must say, it's very common to BS to cover up someone else's mistake.
 
When ordering from BQM remember to google coupon BQM and search a bit and you can find $10 off $100 order and others. Made my RD9 a bit cheaper.
 
I order ALOT of stuff from them, being in the military I use my professional log on and that gets the price down a little. I like to use the phone when calling from stateside because if its something I ordered before like my Matterhorns, they do even better on the price for me. I always recieve my stuff in a timely manner, and it was free shipping when they shipped it to my FPO address overseas. I have even gotten extras in my package just for being in the military kind of like a thank you. Alot of guys at work order from them as well with similar results. The only thing I can think of is, just like any buisness this time of year, they hire temp help to keep up with the extra buisness of the holiday season and unfortunately you don't always get the cream of the crop. I would hope this was the case. Had this been my first experience with them, it would have probably been my last.
 
I never order from them, mainly because they price their stuff at full retail, usually.
 
i've ordered a few things from them thru the yrs (mostly unique cammo, organizers, stuff not really widely available) and have never once had any problem whatsoever,
 
SIFU1A said:
i've ordered a few things from them thru the yrs (mostly unique cammo, organizers, stuff not really widely available) and have never once had any problem whatsoever,
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Same here. Don't order much, but when I have, no issues.
 
madfast said:
so ultimately what was the hold up? did they forget your order? who's fault was it really?

in that lady's defense, BQM is a pretty big operation. i doubt she was solely responsible for the orders. she's prolly just a customer service rep. i have been on the receiving end of such calls in the past and i must say, it's very common to BS to cover up someone else's mistake.
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I never found out what the actual problem was. The ladie I talked to certainly wasn't giving any fact, so at that point, it seemed useless to inquire anymore since I wouldn't be confident in her answers even if they were true.

cb4life_30 had a good point that it might have been a temp or something like that. I tried my best to think about it last night and be objective and rational. I will probably give them another chance at some point, but if this is the case again, it will definitely be the last.
 
Dylside said:
They said that my credit card was declined.
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I called the customer service dept.(during the summer) and the lady there gave me the same response as you as to why my order was not processed.I also mentioned that Cathy Caudell emailed me about my order to notify me the shipping amount was not right that I emailed her promptly back but the order was not sent or my credit card charged. Quite Odd:confused:

I also mentioned that I was a Canadian and that I've successfully placed 8 different orders with other American businesses online with my Visa.She then looked at my order on her computer and questions me as to why I use a PO Box as a shipping address.What Attitude :D:D:D

She goes on to say that my billing address on the order was not the same one that my credit card company and that's why my order was declined.So I ask her how and when I can contact Cathy Caudell.I think she said from 8am to 3pm est.

Dylside;5132836
I could be that they saw you order as A SMALL ORDER and brushed your order off,like mine and instead completed someone elses MUCH LARGER ORDER.:D:D:D
 
She goes on to say that my billing address on the order was not the same one that my credit card company and that's why my order was declined.
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That is a real concern. Every clerk at every store you've ever used your credit card at has access to your credit card number, and one of them may have posted it on the net so every crook in the world has access to it.
 
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