Horrible experiece with knifeoutlet.com

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I thought I should respond to this. So here goes. This fellow made an order that included a Benchmade 940. Since we didn't have one, we spent a few days trying to find one for him. We failed and then sent him our stock email that explains that a product is unavailable. Specifically it says "Thanks for the order. Unfortunately, the product you ordered is currently unavailable. We'll hold your order for future availability unless we hear otherwise from you." This message goes out immediately to customers who opt for air delivery and goes out after we're convinced that the product is truly unavailable to those who opt for ground. It's the way we do, right or wrong.

We we heard otherwise from him. His response to that email was rude, demanding and insulting. He made two demands. One was that we alter the way we operate our website and the other was that we send him a different knife and pay for overnight shipping. For your information, overnight shipping costs around double the amount of gross profit we earn on the knife. I don't have a lot of tolerance for insults thrown from behind the anonymous wall of the internet so I decided to cancel his order suggesting to him that it made little sense for him to do business with a company that was operated in a manner he didn't like. I did so dispassionately and without rudeness.

We have over 50,000 valued customers. But we've decided to "fire" a few hundred of them over the years for one reason or another. That's what happened to this fellow and, obviously, he didn't like it. If I thought we had engaged in horrible customer service I would apologize to him and I would include such an apology with this post. But truthfully I think we engaged in good customer service. We just didn't tell him what he wanted to hear. For that I see no reason to apologize.

Thanks sincerely to those who posted the positive comments. I truly appreciate them. Take care.
 
I don't buy much over the net, but Knife Outlet, New Graham and 1stopknifeshop are the three that I'd happily buy from.

I trust them and I know I won't get screwed.

Just my humble opinion.
 
Originally posted by Waynegro
I didn't want this to turn into a flame war. I also didn't want to smear Fred's name over the net or anything.
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If you didn't mean to do exactly that you wouldn't have titled this thread, Horrible experiece with knifeoutlet.com, and you wouldn't have made a comment like, To make a long story short I received awful customer serive from the above store. Those are both statements ment to flame and to smear Knife Outlet.


*Edited to make comprehending my post to be easier.
 
I've purchased several knives from Knife Outlet and they came sooner than he told me to expect them. Also answered all my questions (I had quite a few). Answered the phone very quickly on three occasions. I really like their prices.
 
"horrible experience with knifeoutlet.com"
"to make a long story short"
hmmm,perhaps a little too short :rolleyes:


Originally posted by Waynegro
I didn't want this to turn into a flame war. So it's not going to go there. I also didn't want to smear Fred's name over the net or anything. He was very professional. We just didn't see eye to eye on things.
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:confused: :confused: :rolleyes: :barf: :barf:

Gee,thanks again for such a useful post :yawn:
 
Trying to be fair and wait for other side of story(or rather, him to actually tell story, rather than saying he just had some awful dela), but sure seems customer was at fault here, not Knifeoutlet
 
Wow, I seemed to stir up a hornet's nest. Since all you guy's seem to be more angry than myself about this experience I guess I will entertain you.

Like Fred said you can't please everyone. So he "fired" me, and I likewise "fired" him. It seems that you guys hold Fred above being capable of making a bad judgement call. But even the best are not perfect.

I did not want to post what happened exactly (not to flame him ect), but just to say that I had a bad experience. But since Fred wanted to make it public I will share my side. Right or wrong.

I ordered a knife which was labled in stock and ready to ship. Everything was cool and nearly a week later he informs me "He can't locate one". I reply saying he should update his page, ect. So I replaced the out of stock knife with a different one and asked him if he can overnight it, and this apparently set him off. He refused and canceled my order. Which was Fine. In my eyes thats not going the extra mile for a customer and that disapointed and angered me.

It took him nearly a week to tell me it was out of stock, but when a problem arose his responses would be almost instant. This tells me his priorties were off. Anyways, I would have been happy if Fred offered to meet me half way, or even anything.

I have no personal beef with Fred, I just did not like the way he handled our situation. Looking back I was very direct with him, and could have been a lot nicer and I apoligise for that. So can we call off the war and kiss and make up? :D

Trollers and flamers I will ignore your posts. Thank you, drive through.
 
Hey Wayne.....


Look at it as an education of sorts.. You've been here since January,, Fred's been around(old as) since Dirt....and therefor has earned a certain amount of respect...
We're just breaking you in is all...

No one hates you,,or is angry,, we're just showing you the ropes,,and some boundries on how things are done...

This is a large group of people, that are somewhat tight knit... Consider this the beating you would get, if you were to join a street gang,, an initiation of sorts....

Around here,, if you cross a certain boundry,, someone will surely tell you about it...

Welcome to Bladeforums....:)


ttyle

Eric....
 
Waynegro, just as a suggestion, it isn't always what you say, it is how you say it. If you expect some respect from those who sell you things, it is appropriate for you to consider that they deserve some respect from you as well.

I do want to correct one thing, though. The web site doesn't label anything as in stock or out of stock. It is an online catalog, just like a printed catalog, not an inventory listing. Hopefully you will be happy with your new dealer and life can go on. I'll leave you with the last word and bow out of this thread. Take care.
 
I have bought knives from Fred with no problems..ya know as a side point I hate it when someone registers and as a newbie the first thing they do is bash a dealer or someone in the knife community. I can say in all honesty that Fred and I have DEFINATLY not seen eye to eye on a few issues. I am sure that I am not on his xmas card list. However I feel that he is a fine business person and committed to making it good and right for his customers In this community its best as a new comer to listen and learn before posting such a bold post. you would have been better off posting "hey I have a difficult situation what would you guys do?? I have done this many times..advice from wise council on this board has solved many a pain in the ass problem.

Ren
 
Originally posted by Normark

Look at it as an education of sorts..
Consider this the beating you would get, if you were to join a street gang,, an initiation of sorts....
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:D
 
I knew this guy was full of crap.

Wow, I seemed to stir up a hornet's nest.
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Yes, you did -- because you deliberately evaded describing what happened in an attempt to smear Fred's name.

Since all you guy's seem to be more angry than myself about this experience I guess I will entertain you.
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It's funny how people get riled up about attempted character assassination, isn't it?

Like Fred said you can't please everyone. So he "fired" me, and I likewise "fired" him. It seems that you guys hold Fred above being capable of making a bad judgement call. But even the best are not perfect.
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Stop trying to equate your situation to his. Fred described what happened -- something you were unwilling to do -- and his actions were entirely reasonable and in keeping with someone running a business. He tried to fulfill your order, informed you respectfully that he could not, and then had to endure your unreasonable demands in response.

I did not want to post what happened exactly (not to flame him ect), but just to say that I had a bad experience.
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Look, you dimbulb, grasp this concept! When you waltz in and claim to have a "bad experience" but provide no details, you're just slandering the guy. More importantly, you're obviously slandering the guy. Your evasions only make you look like the spineless little troll you are.

But since Fred wanted to make it public I will share my side. Right or wrong.
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FRED DIDN'T MAKE IT PUBLIC, YOU TOOL. YOU made it public by badmouthing his business without supporting your statements IN A PUBLIC FORUM. What part of that can't you grasp?

I have no personal beef with Fred, I just did not like the way he handled our situation.
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Yes, you do have a personal beef with him, or you wouldn't have brought your complaint to the public in a cowardly fashion.

Here's a tip. The next time you try to buy or sell anything, chances are anyone interested in doing business with you will check GB&U to see if you can be trusted. What do you think their conclusions will be, based on this thread?
 
Couldn't have said it better myself, Phil.

I love the way Waynegro says he will ignore trollers and flamers. I guess he is going to have too start by ignoring himself.
 
You were rude, demanding and demeaning and Fred told you to get phucked.

Fred is right
 
Some of you people are rude! Waynegro had a bad FIRST TIME experience with the Knife Outlet, and you are just bashing him. I too had a first time bad experience with the Knife Outlet and I'll tell you what happened. I called to order a knife and I asked if it was in stock. I was told,"I don't know if it is or not." I asked if the computer was down or if their was some sort of technical problem. I was told no. I said I'd call back and then I was cut off. Period! I thought well maybe this guy is having a bad day or something. Well many years later I still use the KnifeOutlet and I enjoy their services and the wide variety of knives that they carry. I gave them a second chance. The Point is, most of us question FIRST TIME bad service with a company or simply don't use that company again. Waynegro was at least good enough to ask everyone else about the KnifeOutlet to try and learn more. He doesn't know Fred and how he runs his business. We don't really know Waynegro and what he's like except for this first time experience. Instead of verbally punishing a new Formite like Waynegro, try to mend the situation and make everyone content with the quality goods and services that we dicuss here on the forums. :)
 
Originally posted by Wunderbar
Some of you people are rude!
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I'll agree, I was rude, but I think that bashing a company without giving any details of what was so bad that you have to tell everyone that it was a "Horrible experience" deserves a rather blunt reply that lets Waynegro know that I think what he did was BS.
 
Wunderbar, I second the spirit behind your post. However, he didn't "ask" about KnifeCenter. He attacked that vendor and asked about alternatives.
 
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