Chris Reeve Knives - Customer Service

[drrickso]

Let me start by saying, I'm not in here to bash them, list them as bad or anything like that, I just want to know if others have had experiences like this when dealing with them or if my expectations are unrealistic.

I have a Sebenza 21 which is a keeper for me, and recently decided to order a lanyard directly through them... I emailed them and a couple of days later I was told I could place the order either via email or phone so I called up and placed an order on Dec 10th.

After a couple of weeks of no word, I had emailed with no response, then called to which the rep I spoke with said she'd look into it and call me back with info on the status on if it shipped (as they don't offer tracking info on small items). No phone call back a week later, so I sent a follow up email yesterday.

Now I get that this is a busy time of year for everyone and a popular but smaller company probably has their hands full, but nearly a month later for a simple order of an in stock item shouldn't require this much work, should it?

Anyways, it's a simple small order, but how it's being handled gives me serious doubts of making larger purchases through them and does not inspire confidence regarding if/when I have to send in my Sebenza for anything.

edit: situation is being taken care of by CRK... USPS was to blame.
edit 2: received the lanyard today... thanks for handling CRK

 

[Steven65]

I am not going to be an apologist for bad service but let me assure you that your experience with CRK is very unusual. Generally CRK's customer service/warranty is considered one of the best in the industry and I am sure that they will make this right.

Your Sebenza is one of the best made factory knives in the world and you should be assured that any warranty issues that you may have in the future will be attended to in a timely manner.

 

[drrickso]

Thanks Steven... I love the knife, and have zero complaints on quality- but my only experience dealing with them directly (granted for an accessory) has been less than ideal. I recognize that the timing of the year is potentially the problem, and I feel better hearing that my situation is rare compared to your experiences.

I'll post an update in here when I receive more info from them.

 

[Ajack60]

Yeah, it's a let down when you don't get the level of service that everyone raves about. Here's how I look at things like this, if I don't expect much, than I won't be disappointed. If it's a minor issue, I expect it to take more time because it's a minor issue. I am tactful speaking in person to voice my concerns and usually it gets an apology from whom I'm dealing with. On the things I can find besides the maker, I do so.
And this time of the year(holiday season) with as slow as the mail is, getting stuff stolen, and slow service from everyone, I will wait until things settle down.

 

[drrickso]

OP-

Your situation is far from the norm from my own experience..Normally, my response time has been in a week or less..More often than not, its within 2 working days.
I am going to assume that for CRK, Mondays and Thursdays are very busy days as far as the phone lines are concerned. They work Monday-Thursday for the uninformed.

Yeah I knew their work schedule and Id also assume some staff took vacation during the past few weeks... as ive said, I understand the timing but still frustrated by the lack of reply concerning my order as it's nearly a month since Ive placed it. hopefully ill hear something next week as people return to work

 

[vwb563]

I've ordered several small items from them over the years like pocket clips and tubes of grease. Never a problem. I order, pay, and about 3 days later I get the package. I'd say someone dropped the ball at CRK on the op's order probably due to the holiday rush. Be patient op, they'll make it right.

 

[AKWILD]

CRK has the best customer service and team I have encountered in the knife world! I am proudly a fan boy and have the time and reputation to say so! That is all...

 

[drrickso]

edit: thanks ops for clearing the mess... ill close the thread for now and reopen to post the resolution. thanks all for the helpful input.

 

[RevDevil]

I'm sorry to see that things turned into a train wreck for you here. I am fairly sure that anything the matter with CRK is just a temporary glitch, barring any investigations being headed by Jack Bauer. Sometimes companies have hiccups, and I am not a fanboy or a defender to the death of any company. But I've been collecting knives long enough to realize that crap happens at times. A company like CRK will make things right for you. Finally for future reference, it is ALWAYS better to buy something from a retail store instead of ordering directly from the manufacturer. Most manufacturers are not exactly set up for what we consider typical retail operations, in this case I am sure they are focused on making knives more than anything else.

 

[drrickso]

No worries, Rev... again, thanks for the help! Normally I try to buy from retailers but that particular accessory was OOS everywhere


UPDATE: I just received an email back saying that they will be making it right. Seems like it was just holiday timing and USPS issues to blame and that they had every intention of fulfilling the order immediately.

Again, I appreciate all the responses (in this thread)... after seeing some familiar and respected names come in with good reviews for CRK service, I was no longer concerned about the situation.

edit: received the lanyard today... all is well.

 

[BellaBlades]

I have only used them twice when I owned a regular and then a 21. I ordered parts.
They were a bit slow to ship. But then again it was not dire to get screws and what not.
The quality is 100% there and so is the service. It just can take a little extra time. That said I would never use the SPA because I know that can take forever.
I am sure this is simply due to the fact they have amazing customer service and such a huge fan base.
I am happy to hear your issue is resolved.
Matt