Disappointing Buck Service

jeffzerot

jeffzerot

Joined
Jul 23, 2008
Messages
479
I sent my Buck/Strider 881 in for sharpening on November 28, 2011. To date I have not received it back. I contacted Buck over a month ago, and was told they have no record of receiving the knife. I should contact them in a week or so. That was mid December. Buck cashed the check I sent them to cover return postage and sharpening on December 28, 2011. No knife yet. I have sent them a follow up email on January 20th. NO response. Just did another email today.

Evidently they have the knife if they cashed my check. Pretty disappointed in Buck Knives, whom I have always held in highest regard and through the years purchased many knives. Just venting.

ISSUE RESOLVED!!!
 
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Do you have a paper trail? Make a copy of the cancelled check and send to them and if you have a copy of the UPS or USPS delivery receipt send that also. Not trying to be a smart ass but you see the benfefits of doing your own sharpening.
 
Insurance and delivery confirmation would be worthless because delivery was obviously completed as proven by the canceled check. Post office is off the hook due to that fact.

One thing to remember is that you sent it at the busiest time of the year, so delays and confusion are much more likely.

I stay away from that time of the year at Buck. They have backlogs after the hunting season rush.
 
BG42EDGE said:
Insurance and delivery confirmation would be worthless because delivery was obviously completed as proven by the canceled check. Post office is off the hook due to that fact.

One thing to remember is that you sent it at the busiest time of the year, so delays and confusion are much more likely.

I stay away from that time of the year at Buck. They have backlogs after the hunting season rush.
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Perhaps but at least with delivery confirmation you might be able to put a date, time and name to the delivery which couldn't hurt. You'd think that in order to process the check Buck would have a system where a work order was opened to show what the payment was for? As stated, that's a busy time at Buck so while it might be "lost" at the moment it most likely will turn up. Hope so anyway.
 
I've sent a few items to Post Falls. Each time I enclosed a typed letter explaining what I sent, why I sent the stuff and what I wanted done with it. The letter included my name, address, email and phone. Never had an experience similar to yours Jeff. Sorry to hear about your troubles.
 
Joe will chase it down for you, He will be back in the office Monday. CS is extremely busy and backlogged right now. I will also point Joe to this thread so he can see your communication concerns. Or you can e-mail me @
jhubbard@buckknives.com and I'll try to chase it down for you before Joe gets back into the office.
 
Thank you sir. I did email Mr. Houser today. I appreciate your efforts on my behalf. Take care, jeff.
 
Did you try calling the Warranty and Repair dept? I sent a couple knives in the same time you did, and just got them back today. When I called a couple weeks ago, the gentleman there said they were pretty swamped, and he had a pile of boxes waiting to be shipped out.
 
Issue resolved, received a email from Buck Knives saying my knife was shipped out today, thanks all.
 
Now my job is to figure out how to prevent this sort of thing from happening again.
Since I work at Buck and know everything that is going on to contribute to this type of unfortunate situation, I can honestly say, its complicated. At least to me it is.

To our customers it isnt complicated and it shouldnt be, right?

My apologies Sir.
 
I've never had a bad experience with Buck or its employees,I can remember once a knife was lost in the mail,and although a inconvienience,it was addressed and taken care of.I can't imagine having a bad experience with any of the folks i've actually talked to at Buck,one time i got a custom 110 with oak and damascus made and it arrived in short order,beautifull knife ,except for one small problem,i was never charged a penny for the knife.I called and talked to Sara Buck and paid for my knife,she was most impressed with somebody calling i to make a complaint of not being charged,I told her its what you can expect from Buck customers,LOL

Stuff sometimes happens,but its nice to now a company like Buck Knives,even exists inn these troubling times,i know i could never turn my back on them after the things they have done for me,they have gone above and beyond my expectations,anyway i'm glad things worked out for you,I knew Buck would help you any way they could.Remember also,I live in Nova Scotia,a place where world famous grohmann knives are made,and I'm still buying Bucks.LOL..There is a reason or it!
 
jeffzerot said:
Issue resolved, received a email from Buck Knives saying my knife was shipped out today, thanks all.
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Hi jeffzerot,

Sorry to hear of your now resolved issue with your Buck knife. I wanted to let you know that this is not the normal experience with the repair team at Buck. The last knife I sent in was my daughters Sirus that had the belt clip come off (they had to replace the back scale as the frame screw threads had stripped out). I shipped the knife on a Saturday and got an email the next Friday telling me the knife was on it's way back. Guess what was at my house when I got home from work that night.....that's right, the knife got to my house the same day as the email. Wow! They had to have fixed the knife and shipped back the same day it got to the shop. That kind of customer service is simply amazing.:thumbup:

Anyway, I'm happy your issue was resolved in a positive manor!
jb4570
 
So judging by this thread I suppose it would be better to wait another month before sending in my 124 for the spa treatment?
 
NAAA,send it in ,you'll be fine,i've never had any problems because of this timne of year,i've got a package ready to send them right now.
 
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