DLT Trading Poor Customer Service

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Chris Bruce said:
4 out of the 6 were charged a restocking fee after the initial return was processed. Their restocking fee is 15% of the purchase if you are a "habitual returner" which they considered me to be.
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No offence…but I don’t think that they need to “consider” you to be a habitual returner…you are.

Second, in my opinion, if DLT has been exercising their policy and charging a 15% restocking fee, and accepting returns…then the customer should be able to continue buying from them.

HOWEVER, in this particular case, I believe DLT DID inspect the knife and it was in factory condition and they have exercised a decision based on that fact alone.
You sent them a blurry photo, and they authorize an RNA which does NOT guarantee you a refund. It means that they want to inspect the knife, to see if your claims are valid. I mean, come on…that blurry photo shows a perfectly good edge.

Sidenote: We all know that most factories sharpen on an electric sander. More often than not some micro, I mean micro, chipping does happen. Especially depending on what steel is being sharpened. We knife nuts also know that a lot of the time the edge is overheated during this process and to get the best edge out of the steel means we will re-sharpen it ourselves. That is actually half the fun!

My advice is this: find a shop you can handle knives in person or do what others of us do. If you don’t like the knife, list it here on the exchange.

Also, for the same shipping cost, you could have sent it to Spyderco for a new edge. No brainer to me…but for some reason you sent it back to DLT.

Another curiosity, did you request a refund or a replacement?
 
Sharp & Fiery said:
No offence…but I don’t think that they need to “consider” you to be a habitual returner…you are.

Second, in my opinion, if DLT has been exercising their policy and charging a 15% restocking fee, and accepting returns…then the customer should be able to continue buying from them.

HOWEVER, in this particular case, I believe DLT DID inspect the knife and it was in factory condition and they have exercised a decision based on that fact alone.
You sent them a blurry photo, and they authorize an RNA which does NOT guarantee you a refund. It means that they want to inspect the knife, to see if your claims are valid. I mean, come on…that blurry photo shows a perfectly good edge.

Sidenote: We all know that most factories sharpen on an electric sander. More often than not some micro, I mean micro, chipping does happen. Especially depending on what steel is being sharpened. We knife nuts also know that a lot of the time the edge is overheated during this process and to get the best edge out of the steel means we will re-sharpen it ourselves. That is actually half the fun!

My advice is this: find a shop you can handle knives in person or do what others of us do. If you don’t like the knife, list it here on the exchange.

Also, for the same shipping cost, you could have sent it to Spyderco for a new edge. No brainer to me…but for some reason you sent it back to DLC.

Another curiosity, did you request a refund or a replacement?
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In their opinion according to their standards I am considered a habitual returner. And I agree with you concerning the knife buying aspect. They have a restocking fee in place to dissuade customers from doing as I have. In this particular case I sent them a photo. Blurry or not, they authorized a return on the product. They did not request me to send it in so they could inspect it for a blurry photo or request further documentation of the knife. When a company provides confirmation that they will honor a return, from that point forward they must honor their own return policy. I will also agree with you that handling a knife in person is a better decision. My reasoning for the return to DLT Trading was for the same reason it was discussed in other posts of mine. I have had a similar experience with a Hinderer that was sent back for warranty work which was denied and all I heard from others was that I should have sent it back to the dealer. As such, I sent this one back to DLT Trading. I requested a refund on this particular knife. There will be an update posted shortly of how this has played out
 
So for one final update, this issue has now been resolved by DLT Trading. After receiving an email from the owner I have been informed that they are approving the return request I had made with one cavoite. I am now barred from ordering knives from DLT Trading. Overall, this decision is one that I can understand from a business aspect and one that I can respect. So what is happening to the knife? It is remaining with DLT Trading due to their return policy which means that I will not be providing further photos of the knife. What would have happened if it had been shipped back to me? I probably would have had it warrantied through Spyderco and resharpened or had a new blade put on it. Overall I am happy with this decision and I can understand them wanting to cease business with me.
 
Chris, I feel some self-reflection on your part is necessary at this point. Remember that you are buying tools with the intent of carrying and using them. These are not haute horlogerie timepieces. I also think that coming on here and attempting to tarnish the reputation of a business is inappropriate. Businesses have enough to deal with these days. Supply issues, worker safety and shipping costs are just a few things for a business to be focused on. Try to have some more patience, tolerance, acceptance and understanding when navigating this current climate.
 
Chris Bruce said:
As to your reply sir, DLT Trading has verified that the knife was damaged as per their own emails. You claim me to be a liar yet have no evidence yourself to disprove anything I have said. The simple fact is that this knife was in fact damaged and it arrived to me as such. It wasn't a, "piece of tape on a mailing box." It was damage to an edge of a knife that was over 150 dollars. It isn't abuse for a customer to have high expectations. If a company cannot meet those expectations then it is their responsibility to express that to the customer. To address your comment about the return and warranty claims. I followed and abided by their current return policy and was authorized to return it. That is not abuse. That is a retailer allowing for returns to be processed and what customer service gets paid to do. Do they have a restocking fee? Yes, and I have no problem with that. Dealers have a right to sell to who they choose to sell to. This I respect about all businesses in that I understand how they choose . But one thing you sir will not do is attempt to call me a liar when you yourself have no factual evidence to disprove anything I have said. You are welcome to your opinion but do not start posting negativity or make claims you cannot back up. I have provided my evidence and have stated that I do not have further photos of the knife. Which is far more than you have done. Until DLT Trading refunds my money or sends me back the knife this post will simply be an open source for people to have an opinion. I have had a negative experience with a company who many people claim to have a good experience with. Yes, I have high standards but other distributors are able to cater to those and assist in finding knives of a high standard. This specific dealer is not able to do that.
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My evidence is your own pic, genius. Also, man, next time you order something, make it an order of paragraph breaks. Also, let's be clear, I'm not "attempting to call you a liar", I AM calling you a liar.

DLT has been more than generous in their treatment of a problem child and they are to be commended. You, on the other hand, are not.

What amuses is me that you claim to have received all these bad knives, and I wonder if it's occurred to you what the common denominator is in all this. I'm glad DLT isn't accepting your false, waste of time return. It serves you right, and I'm glad it put a big crimp in your day. I would say that I hoped you've learned your lesson, but I think we all know that you won't learn anything from this.
 
TimmyJ said:
Chris, I feel some self-reflection on your part is necessary at this point. Remember that you are buying tools with the intent of carrying and using them. These are not haute horlogerie timepieces. I also think that coming on here and attempting to tarnish the reputation of a business is inappropriate. Businesses have enough to deal with these days. Supply issues, worker safety and shipping costs are just a few things for a business to be focused on. Try to have some more patience, tolerance, acceptance and understanding when navigating this current climate.
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some people just buy looking-at knives with no intention of ever using them
 
Chris Bruce said:
I'm not going to address why I post what I do where I do. Two, DLT Trading is supposedly shipping the knife back. They claim they inspected it. There is no proof they did before it left their store nor can they prove that. I however can prove that the knife arrived damaged. Your recollection of the events that have transpired currently has holes in it. I ordered the knife, requested a pre shipment inspection which I do not believe was done, the knife was shipped out, I received it, opened the knife and emailed DLT Trading concerning the issue, return was authorized, I payed out of my pocket to ship the knife back, the request was then denied after it arrived because they claim it did not leave damaged. I did not damage this knife, I did not carry this knife, this knife was not used. What you call OCD is simply my standard to which I hold my knife purchases. What people consider excessive is their own opinion. That does not take away from the given situation. Have people had good experiences with this specific company? Yes. Have I? No. That does not detract from the situation at hand. And do not attempt to make claims that you cannot prove such as me damaging an edge. If that were the case I could have sent the knife to Spyderco and had them sharpen it at no cost. This specific knife arrived damaged, it was proven it arrived damaged, and it was displayed to the distributor that it arrived damaged.
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This is false, with your own pic to prove it. Well done. :rolleyes:
 
They are giving him his money back and won't deal with him again. He'll have to find another dealer to abuse.
Quiet said:
My evidence is your own pic, genius. Also, man, next time you order something, make it an order of paragraph breaks. Also, let's be clear, I'm not "attempting to call you a liar", I AM calling you a liar.

DLT has been more than generous in their treatment of a problem child and they are to be commended. You, on the other hand, are not.

What amuses is me that you claim to have received all these bad knives, and I wonder if it's occurred to you what the common denominator is in all this. I'm glad DLT isn't accepting your false, waste of time return. It serves you right, and I'm glad it put a big crimp in your day. I would say that I hoped you've learned your lesson, but I think we all know that you won't learn anything from this.
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Chris Bruce said:
My response to that is that I as the consumer am not required to provide that type of evidence unless a distributor requires it. And what dealer will put in their return policy, "must have video of opening knife to be returned?" Not a single one because the wouldnt sell knives. So I'm not going to sit here and justify what I provided further. DLT Trading's track record with me is personally poor and unprofessional. With others it may be different. My conjecture has evidence supporting a business backtracking on everything they have promised. This issue is simple; they did not provide a service they authorized.
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DLT hasn't backtracked on anything, and absolutely anyone reading this thread will understand that. They provided a service, however, you for whatever reason decided to file a false claim. Also, I enjoy how up to now it's been "I've provided evidence!!" and now suddenly it's "Well, I as the consumer am not required to provide that type of evidence..." except that you entirely are.
 
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This particular issue hits me in a tender, personal area as in my line of work I have to deal with a fair amount of entitlement and armchair pseudo legal word salad; "obligation", "authorized", etc. Lots of people who want my product and service but because it is expensive and they aren't used to not getting their way over every little thing, they flip out and start demanding that everything go exactly as planned without a hiccup lest they scream at the top of their lungs like a petulant child. But the fact of the matter is that things happen, and expectations simply aren't how you can measure specification of goods and services.

I'm not exactly painting this situation in that light. It's just a broader observation of how demanding customers are in this age, and that they need to understand that a business is totally and completely in their right to fire them. No one in business is doing it as a charity and if you are cutting into profits by being impossible to please....there is the door.

Anyway, a couple of things actually regarding this issue: Firstly, this could be seen as Boy Who Cried Wolf situation. Im not saying that their is nothing wrong with the knife, but after a plethora of returns over non-issue stuff, DLT most likely figures that cutting their losses and shipping you off to be another business' headache is the best move. It was the Spyderco that broke DLTs back.

Secondly, and I mean this with all due respect, you're knife pricepoint cannot demand such stringent adherence to perfection. You are in entry level knife to really good production territory. You are going to need to step up to midtechs or high end customs before you can expect to order a product and it show up without a flaw of some kind. The knives that did arrive good enough for your standards? You were simply lucky.

I would suggest finding a reputable knife shop within 100 miles of where you are and visiting them to handle their in-stock merchandise. If they don't throw you out on your ear for nitpicking their inventory to death, then you may just have found the most effective way to make sure you get what you are willing to pay for.
 
Chris Bruce said:
In their opinion according to their standards I am considered a habitual returner. And I agree with you concerning the knife buying aspect. They have a restocking fee in place to dissuade customers from doing as I have. In this particular case I sent them a photo. Blurry or not, they authorized a return on the product. They did not request me to send it in so they could inspect it for a blurry photo or request further documentation of the knife. When a company provides confirmation that they will honor a return, from that point forward they must honor their own return policy. I will also agree with you that handling a knife in person is a better decision. My reasoning for the return to DLT Trading was for the same reason it was discussed in other posts of mine. I have had a similar experience with a Hinderer that was sent back for warranty work which was denied and all I heard from others was that I should have sent it back to the dealer. As such, I sent this one back to DLT Trading. I requested a refund on this particular knife. There will be an update posted shortly of how this has played out
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I'm glad you've been banned, because it's what you deserve, and hopefully other dealers will follow suit after what will no doubt be future shenanigans from you. I enjoy how even now you're using terms in an attempt to sidestep your part in this. "In their opinion according to their standards I am considered a habitual returner."

Talk about a refusal to take ownership of your behavior.
 
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