Defense knife and tool, good?

Gerberblades

Gerberblades

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Thinking of buying a Browing Crowell/ Barker competition blade from them soon, anyone do business with them?

Bill
 
Gerberblades, again, the prices look great, no doubt. I've yet to hear back about my refund after 9 days now. I will be filing a paypal dispute at 1p central on Monday Mar 31, 2008 if i have not received my funds back.

Defense Knife and Tool does not provide a phone number easily. This is NOT the mark of a reputable company in my book.
 
Keith Montgomery said:
Just thought you should check out the feedback provided in the link below. Dave has not replied as of yet, so you might want to follow the thread to see what happens.

http://www.bladeforums.com/forums/showthread.php?t=544741
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Keith, I replied to Parker in full on that thread and will post much of what is there on this thread.

Parker said:
Gerberblades, again, the prices look great, no doubt. I've yet to hear back about my refund after 9 days now. I will be filing a paypal dispute at 1p central on Monday Mar 31, 2008 if i have not received my funds back.
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Parker as I responded on the above thread, in general our return turnaround can take a week or longer. When our shipping department get a return, it must first be inspected to see that it is still in new condition and then as appropriate (faulty merchandise, unwanted etc.) it is referred to our returns department for processing. Your return wasn't passed to my desk until after my latest post on BF on Friday.

Parker, you posted this Friday morning notifying me that your DHL shipment had arrived and today Sunday you have been refunded. That's less than one business day after your post that your issue was completely resolved.

I think that, original misunderstandings aside, you will agree that waiting less than one business day for a response and resolution is not unreasonable.


Parker said:
Defense Knife and Tool does not provide a phone number easily. This is NOT the mark of a reputable company in my book.
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Parker, our phone number 732-719-4795 is very clearly posted on the about us page of our website. I am not sure why you decided that we don't provide a phone number easily. Additionally for your convenience on our Customer Service thread I even pointed you to our about us page where in addition to our phone number there is a feature that allows you to be connected free of charge to that same number.

Parker, as I pointed out on that thread, misunderstandings can and do occur between vendor and customer and that is par for the course. Our goal is to address them and to take away what we can to improve. Looking back at all our posts I see that when you posted you expected acknowledgements of your posts and did not appreciate those occasions when I subsequently posted on other threads without first acknowledging your posts.

I will be honest with you. I have sometimes not posted until I have resolution of an issue. I appreciate your feedback and will certainly focus on acknowledging posts even when I don't have an instant answer. That's why we have a Customer Service thread and that's why we ask for transparency.

Thanks,
 
Well, Gerberblades, i have your answer for you - Dave Last has issued a pending refund to my paypal acct, and in the thread as noted here Where is My Refund? he assigns blame to me as a client for his internal communication snafus and procedural issues.

Here's my take on this, quite frankly - last time I bought from an online vendor and did not find the product to my liking, it was KnifeCenter of the Internet. I wound up calling them quite easily and they told me to just send it back with a note. No hassles, no waiting for an RNA (which took a while from DKT) - they had no "restocking fee" and in the end, I'll go back if they have something I want to try out.

I've had similarly great experience with New Graham and OneStopKnifeShop, www.knivesshipfree.com and MD Tactical.

Based on my current and hopefully-ending experience with DKT, I am sorry to say that I would not do business with them again regardless of price.
 
I've done multiple transactions with Dave and Defense Knife and Tool. I also ordered a Crowell/Barker from him yesterday, due to the unbelievable price.

Dave gets high marks based on my experience. I've had him in my "good guys" thread for a long time.

I've also dealt with Parker, and found him to be solid. Pity when two "good guys" find themselves at cross purposes.
 
longbeachguy said:
I've done multiple transactions with Dave and Defense Knife and Tool. I also ordered a Crowell/Barker from him yesterday, due to the unbelievable price.

Dave gets high marks based on my experience. I've had him in my "good guys" thread for a long time.

I've also dealt with Parker, and found him to be solid. Pity when two "good guys" find themselves at cross purposes.
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Parker said:
Here's my take on this, quite frankly - last time I bought from an online vendor and did not find the product to my liking, it was KnifeCenter of the Internet. I wound up calling them quite easily and they told me to just send it back with a note. No hassles, no waiting for an RNA (which took a while from DKT) - they had no "restocking fee" and in the end, I'll go back if they have something I want to try out.

I've had similarly great experience with New Graham and OneStopKnifeShop, www.knivesshipfree.com and MD Tactical.
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Parker, I want to show you that:

1) I believe as longbeachguy said that you are a "good guy"

2) We listen to our customers.

You say that other vendors did not charge you a restocking fee. Well, I have refunded your restocking fee.
 
Gerberblades said:
Thinking of buying a Browing Crowell/ Barker competition blade from them soon, anyone do business with them?

Bill
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Bill,
We don't claim to be perfect 100% of the time, but no matter how difficult the circumstances become we go out of our way to make the customer happy. From the other thread, here's how Parker's issue was addressed:

Originally Posted by dave_last
Parker I share you sentiments...
Quote:
Originally Posted by Parker
David, thank you. I appreciate this matter being concluded. I considered our business finished last evening, and did not request the restocking fee be waived. It's a pleasant surprise this morning.

I'm sorry that this matter came to be as it did, but it appears that this episode will make DKT a better company in the end. I'm glad for that, as you do offer excellent pricing for your product.

Regards,

Parker
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Parker,
I am also sorry that it happened this way and now that it has happened we are determined to take some lessons and improve.

It is certainly true that you did not ask for the restocking fee to be waived but I waived it for you because listening goes beyond responding to direct requests, it means meeting customer needs and expectations even when they are not explicitly stated. It means going out of our way to ensure that our customers are satisfied.

You are of course free to take your business wherever you want. That said, we at Defense Knife and Tool will be glad to take your business any time and to have the opportunity to show that we can learn from our mistakes.
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Bill, I don't expect that if you order from us you'll have any issue at all, our iTrader feedback and other GBU feedback is a good indication, and this was the first such issue we had on BF and we are going to do what we can to make it our last, but that said, whatever happens we will go out of our way to deserve you as a customer.

Thanks,
 
Gerberblades said:
Thinking of buying a Browing Crowell/ Barker competition blade from them soon, anyone do business with them?

Bill
Click to expand...

Bill, I ordered my Crowell Barker from Defense Knife and Tool on Saturday night, and it got here today, Tuesday. I'd say you have no worries.

Jim
 
Thanks, Jim. I ordered a spyderco endura 4 with a waved, still have not received it, should be here tomorrow, or Thursday. Then I will order a Crowell Barker next.:thumbup:

Thanks,
Bill


longbeachguy said:
Bill, I ordered my Crowell Barker from Defense Knife and Tool on Saturday night, and it got here today, Tuesday. I'd say you have no worries.

Jim
Click to expand...
 
Gerberblades said:
Thanks, Jim. I ordered a spyderco endura 4 with a waved, still have not received it, should be here tomorrow, or Thursday. Then I will order a Crowell Barker next.:thumbup:

Thanks,
Bill
Click to expand...

Bill,
Heads up, as you should be able to see from the tracking number you received that your knife arrived 4:36 AM at your local P.O. today, you should receive it today.

Thanks,
 
Way to prove that you are top notch Dave.... I believe you go above and beyond and show real care for your customers... Way to take care of things so professionally...
I look forward to getting a mini manix sometime soon... I will send a PM shortly...
Matt
 
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