Emerson Customer service...small order , big time customer service win

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fstcarsknives

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Aug 11, 2015
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So about a week ago I placed an order with EKI for just a few parts for a couple of my Emersons. Two pocket clips both with printed skulls one black, one satin, and two pivot screws. So nothing big that really would warrant most companies to even care. When I placed the order the lady ( i forget her name) that took my order was super nice, however you could tell she was very busy and "burning it at both ends" you could hear customers and the ups driver etc and she was the only one there ( there were supposed to be close it was just after hours). So after holding for a few minutes that I did not mind in anyway, I figured I was the one being an inconvenience because I did not just place the order online she came back and apologized to me ....She had no need that was for sure. Anyway she took my order and that was that. So when I got the order today one of the pocket clips was plain satin no skull. So I called fully intending to just order another one but told them that I ordered one thing and got another. I really feel bad as I write this for not just ordering another and keeping my trap shut. So the gentleman that took the call said it was there mistake and is sending the clip free of charge even after I said I wanted to pay. He insisted and now I will be getting a satin skull clip in the mail.

I have to say, I love Emerson knives I now have 13 and counting ( not rayster status yet), however now I will be buying alot more due to the customer service I got for something as small as a 15 dollar pocket clip.. So I feel assured that if I have issues with one of my substantially higher priced knives I will be taken great care of.

I am sure this is another feather in the cap in a long list of feathers

Thank you to the Emerson Family...
 
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I have been to their shop a few times now, and dealt with them on the phone. Cracks me up when people say they have crappy CS.
 
The folks at EKI are awesome!:thumbup: Yes, best customer service I have ever experienced! :D
 
I do not think Mr. Emerson has any marginal employees, I have a vision that his standard are high who he employees to be part of EKI. The two people I have delt with are both wonderful in answering e-mails, or phone support.

Ann & Earnesto.
 
Wow that's great to hear. Good Customer service is hard to come by. I am purchasing my first Emerson very soon. Waiting for birthday money. I hope it's the first of many.
 
UPDATE:

So, got a little package from our friends at Emerson. Not only did they send a Pocket clip in satin with eskull, they also sent the same but with the skull and cross bones. Just WOW! Cant say I have been treated better spending thousands and this was a order for 50 bucks originally after all.
 
The customer service experence you received from Emerson Knives. Was nothing special 30 or 40 years ago, it was how most companies use to operate.

One of the evil devices, or inventions that has runied customer service IMHO is the "auto attendent" that removed the first person who was in many cases your initial contact with a company, the operator, or receptionist. Now an impersonal machine answers the telephone, says for sale push 1, for customer service push 2, etc. If you get my drift.

Many time after pushing a series of number, you get a voice mail people hide behind rather than talk with customers, patients, or other need to talk with a live person.

Apprently Mr. Emerson still realizes his customers would rather talk with a like breathing body as their initial contact when caling Emerson Knives. Plus the people who answer the phone know the answer to most questions, and if not. Politly say let me ask someone for an answer, than answer your question.

Like I said 30 or 40 years ago this was the norm, now the younger generation that never experienced old fashion customer service is very impressed.
 
It is good to see another member recalls a time long ago when "customer service" was more than two words. There are still places that pride the selfs in great customer service. Most of those places are sucessful businesses that understand the value their customer place upon great service.

You migh pay a little more for a product, but when shopping their you are dealing with knowledgeable staff, and their are real warranties bacxking up those products.

Mr. Emerson in his business plan has decided well trained & knowledgeable staff help his company grow.
 
Akapennypincher said:
It is good to see another member recalls a time long ago when "customer service" was more than two words. There are still places that pride the selfs in great customer service. Most of those places are sucessful businesses that understand the value their customer place upon great service.

You migh pay a little more for a product, but when shopping their you are dealing with knowledgeable staff, and their are real warranties bacxking up those products.

Mr. Emerson in his business plan has decided well trained & knowledgeable staff help his company grow.
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Back in the day I remember people that had small businesses were less worried about selling product and more focused on taking care of the customer. Sadly most have steered away from the human factor and focus on the numbers. Thankfully the Emerson Family still focuses on the customer.
 
I just had a great customer service interaction with Emerson knives. They fixed my Endeavor rock lock with what looks like a new liner lock. Two week turnaround. Thanks Emerson Customer Service!!
 
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