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The BladeForums.com 2024 Traditional Knife is ready to order! See this thread for details: https://www.bladeforums.com/threads/bladeforums-2024-traditional-knife.2003187/
Price is$300$250 ea (shipped within CONUS). If you live outside the US, I will contact you after your order for extra shipping charges.
Order here: https://www.bladeforums.com/help/2024-traditional/ - Order as many as you like, we have plenty.
GSO 5.1 factory second shipping?
- Thread starter Northridge88
- Start date
Damn im still awaiting fulfillment.
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I can assure you that you are not alone!
As someone that has a few businesses myself, two of which are e-commerce, I agree with these posts. It's always been my motto to "Underpromise and overdeliver."
It seems like that's what Survive has done with the QUALITY of their products, but their business end needs some work. I emailed them as well about a week and a half ago and never got a response.
I look at the wording on my websites as a contractual agreement. If I can't deliver, then I won't write it. Granted, it took many businesses, and many fumbles, before I streamlined my methods.
However, something as simple as "5 Business days" actually taking 2-4 weeks is not something that takes much practice to change.
Silver, as you said, if someone doesn't have a history with the company, then this does indeed come off as dishonesty. I'm a knife nerd, as are most here, but the average consumer will most likely not be on these forums and will instead send angry emails.
At the very least, the newsletters need to be updated and customers should be sent emails informing them of delays in shipment. Transparency and communication are key.
I hope I have not offended anyone, as that was not my intention, I just wanted to throw in my .02 cents from the perspective of a fellow entrepreneur.
EDIT: I should add the caveat that I have many employees, and therefore a small department dedicated to this end of the businesses, but it seems like S!K is a 3-4 man operation at most. This explains a lot, though it may be time to hire another person to pick up the slack on the PR/Customer Service end. I'm sure Ellie is doing her best, but she's only human and I'm sure she's overloaded.
EDIT 2: Just checked my order page again and the status of my 5.1 (ordered on the 11th) changed from "Awaiting Fulfillment" to "Awaiting Shipment" which should mean I'll have my knife by the end of the week. We shall see. I did not, however, receive an email letting me know the status changed. That isn't even something that requires much manpower. Simply sending out an automated email when a status is changed should take about 10 minutes to set up on even the most basic back-end. Again, this is just constructive criticism, I do not mean to personally insult or offend anyone.
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Thanks, Seraphus. I'm not trying to reinvent the wheel for them, but I would think the change in wording could be really easy to do and hopefully improve things on THEIR end. I like them. I want them to be happy!
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I suggested this a month ago... Caught a lot of flak as if I was complaining! It would certainly only help them and the demand is there regardless of wait times! This is a classic case of learning and develpoing as you go, I think they are good people and work hard to fulfill their shipping promises! They just happen to have hit a niche in the marketplace that I dont think they ever dreamed would be this big! Congrats to them and love seeing the American dream being realized
I have 2 now and honestly dont care if I have to wait a month, great knife!
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Very well written Seraphus and I really hope that Ellie (who I am very sure the posts made on this sub forum) pays attention to these constructive criticisms and brings these suggestions up to Guy during their staff meetings. As you had mentioned, as "knife nerds" our comments and suggestions are most often made with well meaning intentions.
If you have ever watched the TV program, "The Profit" with Markus Lemonis on CNBC, he helps struggling businesses with infusion of capital and by streamlining the aspects of the business which have become the major flaws before the become fatal flaws! He always talks about the three essential Ps in any business which are People, Products and Process. If he senses that the first two Ps are fundamentally wrong and crucially fatal, he will not touch that said business with a 10 foot pole. We can very safely say that when it comes to Survive! both the people and the product are blue chippers and not the issue. What needs to be streamlined is some facets of their business and a little in terms of PR and responding to email goes a long way. I know that Team Survive! is active on social media (I don't mean incessantly active) but not everyone (like me) uses or wishes to use FB, IG, Twitter, etc; to communicate with a certain merchant to to keep abreast of the latest news / information.
Again FWIW, the above is meant as a very friendly suggestion and not meant to ruffle any feathers.
If you have ever watched the TV program, "The Profit" with Markus Lemonis on CNBC, he helps struggling businesses with infusion of capital and by streamlining the aspects of the business which have become the major flaws before the become fatal flaws! He always talks about the three essential Ps in any business which are People, Products and Process. If he senses that the first two Ps are fundamentally wrong and crucially fatal, he will not touch that said business with a 10 foot pole. We can very safely say that when it comes to Survive! both the people and the product are blue chippers and not the issue. What needs to be streamlined is some facets of their business and a little in terms of PR and responding to email goes a long way. I know that Team Survive! is active on social media (I don't mean incessantly active) but not everyone (like me) uses or wishes to use FB, IG, Twitter, etc; to communicate with a certain merchant to to keep abreast of the latest news / information.
Again FWIW, the above is meant as a very friendly suggestion and not meant to ruffle any feathers.
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It has definitely taken us some time to find the balance between Monday orders and Preorders. I haven't updated the wording because I keep thinking, "we have it now and this week will be different." Then the days just get away from us. If the orders from yesterday aren't out by this coming Monday I will finally suck it up and change the wording.
As far as PR/Customer Service, as soon as we find the right person we will have some help there. The key is finding the right person, and that is harder than you would think.
As far as PR/Customer Service, as soon as we find the right person we will have some help there. The key is finding the right person, and that is harder than you would think.
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That is in fact one of the hardest parts and there is definitely an educational process involved with that, specially if you are trying to hire from a pool of no experience, low experience job applicants.
I sense some frustration in your post which is not uncommon to those of us who are running or have been involved with e-commerce business. Wishing you all the best in your endeavors. :thumbup:
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I have no doubts that things will run smoother and easier over time and you'll reach that 5 day window. I just thought if you advertise a longer wait then hit the 5 day delivery you'll look like super heroes!
We're all rootin' for ya!
Ditto! I'm happy to have a company like Survive! around.
Yes I hope these suggestions are folded into their business model and we can see some positive changes soon.
Ellie, I comnpletely understand about the ambition you guys have. I was the exact same way.
Finding good people is definitly one of the most difficult aspects of running a business, but I'm glad to hear it's in the plans.
In the meantime, I think some of the other suggestions can be put into action (should you feel they are right for the company of course). Things like setting up automated emails for instance.
Have a good day!
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A well thought out autoreply message would do wonders! They have a good start with the "How to Buy A Knife" page on their website.
Just autoreply a comprehensive explanation of the reasons why the customer needs to be patient.
(Please don't tell me that reading and following directions have gone out of style, I would be crushed.)
They might need to add a suggestion that if your model is not on the Production Schedule then it isn't being made.
Unfortunately instant gratification is the only service that they cannot offer.
They've tried various business models before and to say the least they have not worked out well.
Just autoreply a comprehensive explanation of the reasons why the customer needs to be patient.
(Please don't tell me that reading and following directions have gone out of style, I would be crushed.)
They might need to add a suggestion that if your model is not on the Production Schedule then it isn't being made.
Unfortunately instant gratification is the only service that they cannot offer.
They've tried various business models before and to say the least they have not worked out well.
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I purposely don't have our system setup to send an email out when orders go from awaiting fulfillment to awaiting shipment because we don't really use the awaiting shipment status very often. Most orders go straight from awaiting fulfillment to shipped.
As far as an autoreply, I do have one of those setup. Every time someone emails Info@SurviveKnives.com they get a message back directing them to our Production Schedule, How to Buy, and FAQ pages. It also lets them know that we are a small team and thanks them for their patience until we can get back to their email.
I actually got one of these when I emailed you guys but never did get a response. What's your general lead time on email responses if you don't mind?
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FWIW, I got a response back from Ellie today with an acknowledgment that because they had offered to switch one of my orders (placed on Mon 4/11 for 2 x GSO 5.1) from my originally selected black G10 handles to a set of camo scales in micarta (my choice), they were also going to comply with my request to switch the fasteners from the originally selected black oxide to the tumbled version. So I can vouch for the fact that she does read and heed to the customers' requests.
Also it seems to me from the response which I received earlier on today, that the remainder of the 4/11 orders should be shipping out this week which got me super excited. It is my humble opinion that the team Survive! means well and is just going through the typical growing pains of an old fashioned business (blades and cutlery) combined with the contemporary ways of e-commerce. Once they find a dedicated customer service personnel suitable to assist with and handle email and orders, these nagging issues will improve and smooth out on that front too.
Also it seems to me from the response which I received earlier on today, that the remainder of the 4/11 orders should be shipping out this week which got me super excited. It is my humble opinion that the team Survive! means well and is just going through the typical growing pains of an old fashioned business (blades and cutlery) combined with the contemporary ways of e-commerce. Once they find a dedicated customer service personnel suitable to assist with and handle email and orders, these nagging issues will improve and smooth out on that front too.
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Honestly, it depends on the subject matter and the day. If it is something I have to ask Guy about it might take a couple extra days (Though I am getting better about taking notes to lunch with us to get those answers more quickly). If I know I only have a spare 15 minutes, I answer anything that is quick and skip over the emails with several paragraphs to read. I try to scan for anything pressing, like order changes. Sometimes I'm at home working on emails from the iPad so I can't do order changes. If there are ongoing conversations (like with Casinostocks) I will try to get those replies answered before I lose track of what is going on. We get a lot more emails on Mondays and 1st Fridays so those tend to take longer. Then there are some times I just don't have the mindset to kindly answer someone who is being mean, so those can take longer. There are too many variables to just say "this is our lead time".
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I can just imagine a plethora of time wasting email messages regarding anything and everything about upcoming Monday sales, pouring in Ellie's iPad starting on the prior Friday!
Thanks for the response!
My email was an inquiry about shipment time since I noticed I hadn't received a shipping notice after 5 days. I had decided to gift the knife to someone and wanted to see if the product would arrive my last Thrusday.
Again, I see how hard you are all working and I know I'm not alone when i say that we all really appreciate it. Have a good one!
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update:
I got an email this afternoon stating the production team is a little behind, but I should get a shipping notice in a few days. Can't wait!
I got an email this afternoon stating the production team is a little behind, but I should get a shipping notice in a few days. Can't wait!
I feel like I ordered my knife the second they went on sale I was ready an hour before checking to so see if they would be early, and its been 16 days and my status is awaiting fulfillment some already got theirs. I sent an email to check status. I thought 5 days plus 3 or 4 more for shipping. You all didnt forget about me? #8466