Horrible customer service

unwisefool

unwisefool

Gold Member
Joined
Jan 22, 2007
Messages
10,012
Well cold steel just lost me as a customer. Bought a Swift 2 during the Christmas sale and the assist was not working properly. Saw the Swift 1 with the safety was available for the same price and emailed them asking to exchange it. Got a reply back saying yes that was ok and you send it in.

I sent the knife at the end of January but never heard anything back even after emailing twice. I finally called a few times, got the run-around, and then was told I had to pay an extra $100 for the Swift 1 with safety even though it had been the same price when I bought it and sent it in.

The website clearly showed the Swift 1 with the safety for the same price but the customer service rep basically insinuated I was lying, even though I had enough email saying they would exchange it.

I said this was bad customer service and was told they would just refund my card.

Thanks for nothing cold steel, I will never recommend or buy your products again.
 
I only had one intersection with CS customer service and it went well. Granted it was over a 20$ hat. That they said was delivered but it wasn't. They readily replaced the hat but I've heard mixed reviews in their customer service.
 
The last time I needed to use their customer service was 10 years ago and it was great. But this was such a disappointing experience. I literally have the emails that said they would switch it out and they don't care.
 
Well I just had to file a dispute with the credit card company since Cold Steel does not want to seem to give me my money back even though they told me they were issuing a refund. I'm so disappointed by this experience.
 
Hey man, that blows. I have never had to contact their customer service but thanks for sharing. I'll remember this if I ever have to contact them.
 
NEVER use email for CS customer service. It's well established by now that if you have a service issue with Cold Steel, CALL THEM, do not email them if you want anything to get done.
 
I did call them, they denied saying they would exchange the knife even though I did have emails saying they would. Basically called me a liar, I wish I had a taken a screenshot of the price that I saw more than once, never thought it would be an issue since I had confirmation in writing. It's too bad, since I really like the Demko tri-ad lock and like cold steel's designs. I guess they have gotten popular enough that they can just treat people like crap now and it won't affect their bottom line.
 
Do you have screenshots of the email, OOC? Cold Steel are known for pretty much not responding in email, period, ever. The fact that you say they did goes against...well, years and years of experience from tons of customers, so it just seems beyond weird that they'd not only single you out for a response, but then deny sending it afterwards.
 
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Here's a quick screenshot, plus I called and talked to someone about it and they said to send the email to confirm.
 
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