Horrible return customer service from Queen (Rectified Sept 18/15).

CUTS LIKE A KRIS

CUTS LIKE A KRIS

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Sent in a Humpback Whittler for severe main blade wiggle opened and very small nail Nick on pen blade.

They fixed the blade wobble mostly, still remains however. But pen blade came back without any form of edge grinding (90°!!), friction folder opening of secondary blades, destruction of my carefully reprofiled edges into edges that barely or won't cut. Stag buffed away in spots.

I paid shipping and waited four months to get a knife back in worse shape than when I sent it in, and now have hours more to spend getting the knife ready again.

I am not happy, so much for the New Owners and getting a change!!

Pics and more detail here:

http://www.bladeforums.com/forums/showthread.php/1257204-Queen-2015?p=14597189#post14597189
 
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I've sent both Ken Daniels and Ms Lyttle a modified version of my post via email, I hope I hear back and when I do I will update the forum.
 
The response was that I should return the knife for full refund, plus my time. I'm not sure that I want to return the knife and have nothing in hand- I liked the knife a lot in principle!! I've sent a return email saying thank you and I'll think if I want the knife or will take him up on the refund. Apparently the repair lady has been let go by the company and are trying to retrain employees. Understandable that the person would be let go if this is the quality getting to customers after repair.
Not sure what to do- after four months, the anticipation, the happiness of getting it back and the disappointment of my hair shaving edges being made obtuse. I thought it odd that another version of this knife wasn't offered to me- perhaps endemic problems or sold out status?
 
More than poor, outrageous.

Queen can make really beautiful knives and have genuine heritage but if this is their approach to repairs then they frankly have a dubious future. Getting this response, but only after tackling the owner is not good enough either. He employs people and should ensure that repairs are tackled efficiently. The least they could do now is send you a replacement not just a refund, they are after all in the business of making knives!
 
CUTS LIKE A KRIS said:
The response was that I should return the knife for full refund, plus my time. I'm not sure that I want to return the knife and have nothing in hand- I liked the knife a lot in principle!! I've sent a return email saying thank you and I'll think if I want the knife or will take him up on the refund. Apparently the repair lady has been let go by the company and are trying to retrain employees. Understandable that the person would be let go if this is the quality getting to customers after repair.
Not sure what to do- after four months, the anticipation, the happiness of getting it back and the disappointment of my hair shaving edges being made obtuse. I thought it odd that another version of this knife wasn't offered to me- perhaps endemic problems or sold out status?
Click to expand...

I read your other post too. Based upon your remarks, if I was Queen, I'd not supply you another knife, just because I would not want to piss you off again. For this case, you've already made complaints on two places on this site. You are obviously bitter over this issue. They tried, they failed, they fired someone...sometimes it's best to cut one's losses and end the relationship with the customer.
 
I know both Ryan and Courtney personally, and they will do their best to make it right. I have heard from people that know him that Ken is good people. They will take care of you.
 
Brownshoe- maybe that's why you don't run a company like Queen, and why your opinion in this board is held in less than high regard. I'm rightfully pissed, as Mr Daniels admitted, and he is working with me to find an agreeable solution. I couldn't know until posting my complaint that the individual no longer works for queen, but are you saying me getting a pen blade with a 90° edge is something that anybody should not be upset about- when the work order specifically states to hone the knife?? Me posting in both here and the traditional forum means I can not be made right? Okay big guy, whatever you say.....
 
Now I'm worried, I just returned my amber stockman for repair with a snapped spring.
Hopefully I'll have a better experience.
 
That's a shame, and hard to hear. I like Queen/S&M knives, but the quality and service needs to be top notch or they're never going to get a good reputation.
 
Trust me bud- that's nowhere near a rant- and glad I could help your overinflated opinion of your importance here!

I'll update as I know more- communication lines are open and Mr. Daniels is attempting to placate me. Not usually hard to do!!
 
Ken is pure gold.

These kind of things are incredibly frustrating.

If he doesn't make you love him and the company, I would be shocked. He is one of the most likable guys I know and his love for quality cutlery is infectious.
 
I'm sorry to hear this man. I haven't posted in trad for some time (sn used to be strigamort), but I remember you being a great contributor there. Hope it gets worked out for you.
 
Queen makes good stuff no doubt. ...but they seriously need to train their people who sharpen all their knives. Never seen one yet with a proper useful and sharp edge from the factory. Maybe ive only seen the couple dozen bad ones?....and the rest come sharp with proper edges that are useful without major reprofiling?
 
Cuts Like A Kris, how did this come out? So far, it sounds much improved over my own (2013) experience with Queen's customer service. My knife was returned after several months, untouched. Emails (sent to Ryan Daniels, Jennie Moore, and Ken Daniels) remain unanswered.

If they are actively addressing problems, it would be a positive sign. I'd like to see a vital and active cutlery industry in the US, but not if the sole reason to support the businesses is the geographic location of their factories.
 
I have an update to the situation. I returned the knife after discussing it with Mr Daniels. Mid June I believe I received a letter stating they would get to my knife in ~6-8 weeks. Fast forward to this month. I contacted Mr. Daniels to see my status. Shortly thereafter got a response that he would see what was up.

I got a return email that they didn't think they could fix it to my satisfaction and would send me a refund. I got upset and mentioned that if this was the case then why wasn't it looked at prior to my inquiry, which was after their expected time limit, and that I felt pushed aside and only dealt with after I pressed the issue, and that after shipping back twice I didn't think simply refunding the purchase price was fair.

I was extremely happy with the next reply. I was hoping to get refunded for my shipping costs, but was willing to see what Queen's next step was. Mr Daniels exceeded my expectations by saying that he would refund my purchase price and shipping two times. Plus he was going to make sure I got the knife back as well- after they attempted another repair. I would have been extra happy with the knife returned, as it's a great design that I instantly fell in love with, but with them giving repairs another shot I was sure that they were trying to rectify the situation.

I got the knife back today, and consider myself well placated from the ordeal. I feel it shouldn't have went through as many steps as it did, but Queen deserves my honest reporting back at least. The pen blade is still pretty scuffed, the coping blade needs help closing the last 1/4" unless main blade is open, but they made improvements! And the blades can kind of cut again (queen edge remains, but it has edge on all three blades), and the stag is even better than when I first got it in hand. and absolutely no blade wobble- as is appropriate for a Whittaker that I will use! In fact it's in my pocket now, about to be sharpened while I watch TV!

The "new knife" with great stag!
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Glad to see that Queen worked out for you in the end, I remember seeing your initial post in Trad and was appalled by what they sent back. A friend had also told me that the employee in charge of repairs had be let go and things were changing. I emailed Ken earlier in the past 2 months about some blade wobble on an already modified blade (recurve on blade ground into a sharpening notch) and he still said it would be fine to send it in. I hope the company keeps on moving forward and upwards
 
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