I went to the Factory Sale for the first time this year. I got in line early (2:45am) Friday morning hoping to score some ZT goodies. I was in the first group in the door. It was mayhem at the ZT table, but I got some great knives. While I was there, I talked to several wonderful Kershaw employees. I walked out of the place thinking that Kershaw must be a great place to work because all the employees were so helpful and friendly.
When I got home, I realized that I somehow missed getting a sheath for the ZT-9 that I bought. I had sheaths for the ZT 0100, and ZT 0121 that I bought, but didn't have one for the ZT-9
. I decided that I'd go back on Saturday to get the missing sheath (besides, it was a good excuse to go back and see some more knives).
On Sat. AM, I was in the first group again. I went straight to the ZT table, and when I asked about the sheath, I was directed to Bridget. She told me to call Customer Service on Monday and they would take care of it. No problem.
Well, I called CS yesterday and there was a problem. I talked to Kate, and told her that I missed picking a sheath at the Factory Sale. She said that I could order one for $20. I said that the sheath was suppose to be included with the knife, and that the other customers had received them with the knife. She put me on hold, came back on the line and said that only one guy had gotten a sheath at the FS and that that had been a mistake. She went on to say that they couldn't just give the sheaths away for free. I was frustrated by this point, and rather than argue, I just ordered a sheath.
When I got off the phone, I realized that I wasn't at all satisfied with the outcome or tone of the conversation. I wasn't trying to get something for free! I was just trying to get what was included to begin with. So, I called back and talked to Kate again. I told her that her information was incorrect. I told her that sheaths were included with the other knives I bought and that I had seen an employee standing behind the table with a box of sheaths handing them out to customers to go with their ZT-9's (so her explanation that only one guy had gotten a sheath by mistake was, well, inaccurate to be sure). She then said that she couldn't just give away the sheaths for free. We went back and forth in this manner a few more times, and finally, I could see that we weren't getting anywhere. I just said that I didn't think this was too cool on their part (the sheaths were included, not an extra charge!), and ended the call.
So, all that to say that in my one and only dealing with Kershaw Customer Service, I am seriously disappointed. I saw this CS employee as inflexible. She had her marching orders I guess, and she sure wasn't budging!
hows that for great customer service? 
