Kershaw vs. Benchmade Customer Service

lava_lamp

lava_lamp

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On Saturday, March 5th, I emailed Kershaw asking for assistance in buying a replacement clip for one I had bent. I also emailed Benchmade that night, asking to purchase a replacement sheath for a knife that came with one. In both cases, I used the "contact me" web entry form on each company's website.

At 1:30 pm on Monday, I received an email from a woman at Kershaw who said she would be happy to send me a replacement clip free of charge. I sent her my address and got the clip about a week later.

I am still waiting to hear back from Benchmade.

Just sayin...
 
Never dealt with Benchmade but you hit the nail on the head with Kershaw. Outstanding customer service :thumbup:.
 
I love the Benchmade designs and quality, but have had similar bad experience with their website. Asked a question twice about my MPR, never got a response. I can't be bothered calling them, it's a hassle because of the time difference. It's a bad mark against an otherwise good rep.

I really wonder what happens to the electronic requests their support department must receive from the site. How can it be they just get binned? :confused:
 
The only time I've used Benchmade's customer service was for a replacement clip, which they sent me for free and fairly quickly, although it did take a couple of days for them to respond to my email their service was still pretty good :thumbup:
 
I emailed benchmade a few months ago and never heard from them. They have good stuff but they might be forgetting that they have to deal with people every once in a while...
 
I had the same experience. Benchmade said they were going to send my clip 2 days after the e-mail. Two weeks later I called them and found out they sent it the day before the call. Then they proceeded to try to get me to send the knife in for a D2 blade upgrade since "It's an old knife and the ATS34 is probably tired and dull". I proceeded to ask him if they had CPM D2 as an option. He never heard of it. I then mentioned Kershaw composite blades with CPM D2 and he quickly ended the conversation.:D
 
I've always called Benchmade and received immediate responses and VERY quickly shipping on free replacement parts. You really need to call.......I've done this 4-5 times with the same great result every time.
 
The last time I called Benchmade I was on hold for 15 mins, don't remember having to wait that long ever when making an inquiry with any other company.Gotta say Kershaw response whether by email or phone is the total opposite and extremely prompt.
 
Kershaw CS is awesome! They have always responded promptly and have sent me screws, clips and trac tec inserts for free.
 
My experiences with BM CS have been great. Called them and asked for CS, never had to hold, got an english speaking person right away. Once I got some free pocket clips, and they are in the process of sending me a new sheath for my BM 100....which they stopped making a while ago....for free with no questions asked

Never called Kershaw, but I would expect the same service. like said above, the key is to TALK to someone so it happens right then
 
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