CRK Customer Service. Am I off base?

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Seems to me CRK is having some hiccups in the shipping department . We have the bladehq mixup x2 if I remember right and now this .

Op I understand your frustration and you have every right to be but let me ask you this . You said you called or emailed several times ,could it of been they were trying to rush your knife to you or you came off a little pushy and a mistake was made to avoid hard feelings on your end? No need to get heated at my question it's just an honest question with no intent behind it .

Like I said they've had some hiccups in shipping and maybe the emails or phone calls whatever got them trying to rush it out. For the record I'm not saying it's your fault not at all, just trying to see things from the other side , your an employee and your bosses and heads of company are off to blade and your left to run a shop, customer keeps asking about his knife so you try to rush it through and this happened .

Not defending CRK they made a mistake ,but they are humans ,as long as you get your knife back in the condition you expect it to be in all will be well.

Again not defending CRK they are having issues with shipping that I'm sure they will address . Had you not returned the knife then CRK is on the hook to the original owner for a knife and that can get expensive real quick especially your harder to come by knives .
 
Neil Ostroff said:
He called them liars - more than once.

Also he said they didn't care.

If you feel this is acceptable then that's your prerogative.

Neil Ostroff / True North Knives
Hollywood FL
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You are exactly right it is. Now they told him one thing and did another that's a lie plain and simple. Was it on purpose probably not but it wasn't what they told the customer they were going to do. And the whole blade show excuse is just that a excuse. if you can't keep track of things and do it right short handed them don't do anything till you are back at full staff. They knew blade would be hectic so them messing up and you here using that as a excuse don't fly. As for the op saying that they don't care well ya know what maybe that's how he felt when he emailed,talked on the phone and communicated with them you don't know how they companies person acted or replied because you weren't there so agian he has the right to post his negatives just as you have the right to post your praise.
 
That sounds like a pretty crappy experience but I congratulate you for attitude. You have a lot of integrity to send back the classic. Its definitely worth a bit more.

Id flip out just as much, if not more than you had.
 
THEJimmyN said:
You have a lot of integrity to send back the classic. Its definitely worth a bit more.
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Really? I'd consider it a given someone would return something that wasn't theirs but sent to them by mistake. I'd question the integrity of someone who didn't automatically send it back.
 
flipe8 said:
Really? I'd consider it a given someone would return something that wasn't theirs but sent to them by mistake. I'd question the integrity of someone who didn't automatically send it back.
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I guess that's a risk you take when you send a $400 knife to the wrong person ;) ;)
 
bart1 said:
How about: You messed up, I've got someone elses vintage CRK Classic... You want it back?, send me mine asap!
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1-Adam-12: We have a hostage situation. :D
adam12.jpg
 
Sounds like a mixture of:

1. busy schedule @ peak rush season @ CRK :D

2. employee screw up in shipping or Spa <maybe both>:thumbdn:

3. poor customer service from Alycia and Angela :thumbdn::thumbdn:

"Lie" is a strong word with lots of import...sometimes not intentional nor deserved...using it is kinda like calling in a nuke. :eek:

It appears you were told falsehoods at least a couple times...the employees knew they screwed up <multiple times> and were in CYA mode. Not rationalizing here, or making excuses!

You were justifiably mad. :mad:

I 110% agree with you that the most disturbing thing is the apparent lack of "get your a$$ in gear and do what it takes to clear this up and make the customer<s> happy ASAP" @ CRK. :thumbdn::thumbdn::thumbdn:

I hope Chris Reeve's changed role and these publicized "glitches" aren't symptomatic of something worse @ CRK. :confused:

Did anyone ever figure out who the poor bloke was who almost lost his Classic?

Thanks for posting, as a fairly new customer to CRK, I will stay tuned!
 
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It would really suck if OP opened his box today and found a small micarta Insingo staring at him :D
 
arskrg said:
I went back and re-read the OP because I didn't remember where he specifically used the word "liar."
Maybe I missed it again, but I still didn't see it.
I did see the part where he was promised next day air and a tracking #.
He didn't receive either.
Then he called and spoke to Angela (the supervisor) who acknowledged the next day was promised, and then sent the tracking # without acknowledging it was actually sent 3 day. EDIT: just read it again and it was Alycia that finally emailed it.
According to OP, there was no apology for the (second) oversight.

Yes, it is a stretch to call this lying.
I think it's also a stretch to say that this is the level of service a CRK customer should be happy with.
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I didn't see the OP call them liars either. It's also a stretch to chastise him for not showing more patience due to behind-the -scenes schedules and difficulties that he would not reasonably have known about.



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Neil Ostroff said:
He called them liars - more than once.

Also he said they didn't care.

If you feel this is acceptable then that's your prerogative.

Neil Ostroff / True North Knives
Hollywood FL
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What do you call it if not a lie? Malice or intent has no bearing on whether or not it was a lie. I was told something, more than once, and it didn't happen. My guess is that when you sell a customer a CRK you don't tell them that they are extremely lucky to get a warranty as good as the one CRK offers but don't expect them follow through properly or in a timely manner. Also if they tell you something and don't do it then be lucky they even bothered to offer such a service like handle reblasting. No, you tout their customer service and warranty service as a selling point. Additionally I said it seemed like they didn't care because no one followed through.

I agree if they couldn't do it right short staffed then they shouldn't have done it. They should have closed the doors or at least turned off the phones.


Sent from my iPhone using Tapatalk
 
arskrg said:
It would really suck if OP opened his box today and found a small micarta Insingo staring at him :D
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Hahahahahaha, funny you say that. The knife did come today, a day early by the grace of UPS or the urging of Angela. My wife sends me a picture of the box and all she says is "There is a lot more than one knife in this box". So, we shall see.


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HalJordon said:
Hahahahahaha, funny you say that. The knife did come today, a day early by the grace of UPS or the urging of Angela. My wife sends me a picture of the box and all she says is "There is a lot more than one knife in this box". So, we shall see.
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Awesome, Hopefully they hooked you up and there's no hard feelings.
And like I said before, hopefully this is an anomaly and nothing like this ever happens again.
 
arskrg said:
Awesome, Hopefully they hooked you up and there's no hard feelings.
And like I said before, hopefully this is an anomaly and nothing like this ever happens again.
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I could not agree more..or that these threads are the minority when it comes to the brands we all like.
For sure, we are some ardent supporters of CRK and as such, it's hard to keep emotions out as a part of that support structure.

Let us know OP :)
 
bhyde said:
I could not agree more..or that these threads are the minority when it comes to the brands we all like.
For sure, we are some ardent supporters of CRK and as such, it's hard to keep emotions out as a part of that support structure.

Let us know OP :)
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Couldn't agree more!
 
Sent one in on Monday, just received the courtesy email from Alycia stating the turnaround time would be 10 business days, I just called her to make sure she understood my instructions I sent with the knife, Alycia answered on the first ring, was as nice and pleasant as could be, I couldn't be happier, I was expecting 2 months, she's telling me 10 business days. I'm impressed and happy. :thumbup:
 
Well I did indeed get my 21 back today with the complimentary shirt as promised. I'm glad to have it back and consider the issue resolved.
 
HalJordon said:
Well I did indeed get my 21 back today with the complimentary shirt as promised. I'm glad to have it back and consider the issue resolved.
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One thing I might add and probably the basis of your problem, was the absence of Heather in that department created confusion and a disconnect.

I'm glad it all worked out in the end for you.
 
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