A-MAC
Gold Member
- Joined
- Jul 12, 2014
- Messages
- 4,371
This is going to be long winded, get ready. I am heated right now, I got off the phone with CRK customer service about an hour ago and am still beyond mad. Someone please call me out if I am off base. I understand that there have been changes at CRK recently but that is no excuse.
So, I decided to send my large, plain Sebenza 21 in for a Spa service. I picked it up second hand and it had tons of snail trails on it. Additionally I didn't have the box or papers. So, I figured these two things together were good reasons to send it back to the mothership. Each email I get is from Alycia. I get the email that it was received March 28th, it also says in that email that normal turn around time is 4-8 weeks. I waited about 4 weeks and emailed them asking for a status, she tells me she doesn't have an update and that normal turn around time is 4-8 weeks. I email again at 6 weeks and got the same answer. I email again at 8 weeks, a Friday, and get an answer on Monday. I now know they are closed on Friday. On May 23rd, 8 weeks later, she tells me it will be through service that week and she will be calling me for payment information. The next day, May 24th, I get a call from Alycia as promised requesting payment. I give the info, she tells me it will be shipped the next day, May 25th. Cool, finally its on the way back. It arrives, a week later, via crappy UPS ground on June 1st.
I open the box and to my surprise the knife I am holding is not my knife. I sent in a plain, large 21 and I received a large 21 Classic in return. I immediately call, Alycia answers, I explain the problem. She tells me that I have to ship the knife back before they will ship my knife to me but that they had my knife there, it wasn't lost or sent to the wrong person. She emails me a prepaid 2 day shipping label and tells me as soon as they receive the return they will overnight me my knife and send me a free shirt for the trouble. I have my wife drop the return off at the UPS store the next morning as soon as they open, June 2nd and send me a picture of the receipt when it is on the way back to CRK. I call Alycia and tell her its on the way, offer to email a picture of the receipt and ask if its possible for me to pay for what the Classic costs or equivelant so they can go ahead and ship my knife out then they just refund that amount when they receive it. She tells me that she doesn't have the authority to make that decision and that everyone who does is away at BLADE Show. She then offers to refund he $17 I paid originally for shipping for the trouble, I say fine and thank you.
I saw yesterday the return was to be delivered yesterday June 6th, I called again yesterday morning, Alycia answered again and tells me they receive their UPS deliveries before lunch time and as soon as she has the other in hand she will overnight me my knife and email me a tracking number. I confirm with her that I will have my knife today, June 7th, she says again "yes" it should come today if they overnight it. I never received and email with tracking info as promised. I call again today at lunch time, June 7th, this time Angela answers the phone and tells me that Alycia is away from her desk but that she, Angela, is aware of the situation and will personally email the tracking number to me. Several hours go by and I have not received an email, finally at 3:44pm EST Alycia emails the tracking number. I track the package, low and behold they shipped it 3 Day Select, Not overnight like Alycia promised me twice. Not even 2 Day UPS Air. I call back AGAIN, I'm sure they are getting tired of me. I speak with Alycia again, she has no answers. Turns out Angela is her manager, I speak with her again, she also has no answers. She kept asking what would make me happy, I tell her to have my $400 knife when they promised twice I would have it, she said she couldn't do that which I already knew. The kicker is that neither of them seem to care.
In summation, I could have been a dirt bag, I think Classics are worth more than plain 21s. I could have kept it and not said a word. That would have put them in a tight spot with the actual owner of the Classic but I didn't. I promptly returned the wrong knife, about a 15 hour turn around time, so that hopefully the other guy could avoid some heartache. I was told twice, by two different people that I would receive an email with tracking information, that didn't happen. I was told twice that my knife would be sent overnight to me and that didn't happen. It is a $400 knife that is supposed to come with an amazing warranty and customer service to back it up. That is part of the price tag, part of the reason we all spend so much on them. Because of this experience I will never send another knife in for service and I will seriously think long and hard before purchasing another CRK. I love my 21, when it comes back I will use the crap out of it but I am not impressed with CRK CS.
So, I decided to send my large, plain Sebenza 21 in for a Spa service. I picked it up second hand and it had tons of snail trails on it. Additionally I didn't have the box or papers. So, I figured these two things together were good reasons to send it back to the mothership. Each email I get is from Alycia. I get the email that it was received March 28th, it also says in that email that normal turn around time is 4-8 weeks. I waited about 4 weeks and emailed them asking for a status, she tells me she doesn't have an update and that normal turn around time is 4-8 weeks. I email again at 6 weeks and got the same answer. I email again at 8 weeks, a Friday, and get an answer on Monday. I now know they are closed on Friday. On May 23rd, 8 weeks later, she tells me it will be through service that week and she will be calling me for payment information. The next day, May 24th, I get a call from Alycia as promised requesting payment. I give the info, she tells me it will be shipped the next day, May 25th. Cool, finally its on the way back. It arrives, a week later, via crappy UPS ground on June 1st.
I open the box and to my surprise the knife I am holding is not my knife. I sent in a plain, large 21 and I received a large 21 Classic in return. I immediately call, Alycia answers, I explain the problem. She tells me that I have to ship the knife back before they will ship my knife to me but that they had my knife there, it wasn't lost or sent to the wrong person. She emails me a prepaid 2 day shipping label and tells me as soon as they receive the return they will overnight me my knife and send me a free shirt for the trouble. I have my wife drop the return off at the UPS store the next morning as soon as they open, June 2nd and send me a picture of the receipt when it is on the way back to CRK. I call Alycia and tell her its on the way, offer to email a picture of the receipt and ask if its possible for me to pay for what the Classic costs or equivelant so they can go ahead and ship my knife out then they just refund that amount when they receive it. She tells me that she doesn't have the authority to make that decision and that everyone who does is away at BLADE Show. She then offers to refund he $17 I paid originally for shipping for the trouble, I say fine and thank you.
I saw yesterday the return was to be delivered yesterday June 6th, I called again yesterday morning, Alycia answered again and tells me they receive their UPS deliveries before lunch time and as soon as she has the other in hand she will overnight me my knife and email me a tracking number. I confirm with her that I will have my knife today, June 7th, she says again "yes" it should come today if they overnight it. I never received and email with tracking info as promised. I call again today at lunch time, June 7th, this time Angela answers the phone and tells me that Alycia is away from her desk but that she, Angela, is aware of the situation and will personally email the tracking number to me. Several hours go by and I have not received an email, finally at 3:44pm EST Alycia emails the tracking number. I track the package, low and behold they shipped it 3 Day Select, Not overnight like Alycia promised me twice. Not even 2 Day UPS Air. I call back AGAIN, I'm sure they are getting tired of me. I speak with Alycia again, she has no answers. Turns out Angela is her manager, I speak with her again, she also has no answers. She kept asking what would make me happy, I tell her to have my $400 knife when they promised twice I would have it, she said she couldn't do that which I already knew. The kicker is that neither of them seem to care.
In summation, I could have been a dirt bag, I think Classics are worth more than plain 21s. I could have kept it and not said a word. That would have put them in a tight spot with the actual owner of the Classic but I didn't. I promptly returned the wrong knife, about a 15 hour turn around time, so that hopefully the other guy could avoid some heartache. I was told twice, by two different people that I would receive an email with tracking information, that didn't happen. I was told twice that my knife would be sent overnight to me and that didn't happen. It is a $400 knife that is supposed to come with an amazing warranty and customer service to back it up. That is part of the price tag, part of the reason we all spend so much on them. Because of this experience I will never send another knife in for service and I will seriously think long and hard before purchasing another CRK. I love my 21, when it comes back I will use the crap out of it but I am not impressed with CRK CS.
