KnifeCenter duplicating order

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RamZar

RamZar

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My last order with KnifeCenter was processed twice! In their system the same order number now appears twice!

When I received the second shipment notification I thought it was odd. I checked my account with them and it was indeed in there twice. Then, I checked my online CC activity and there's the second charge for the exact same amount.

I emailed KnifeCenter customer service and this is their terse answer without any apologies or who'll pay for the return!

"Your order shipped yesterday. This is your tracking email. Once the package has reached you, you can send it back for a refund."​
 
Was it a human?
That sounds like a canned response which still isn't good in this case bit might help explain it.
 
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Is it possible you added the knife to the cart twice? I have had that happen before but have always caught it in time. If that isn't the case, they certainly owe you an apology. For some, that could result in overdraft charges etc.
 
jstn said:
Is it possible you added the knife to the cart twice? I have had that happen before but have always caught it in time. If that isn't the case, they certainly owe you an apology. For some, that could result in overdraft charges etc.
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They both have the same exact order number and order date so something in their system duplicated the order!

First shipment was received yesterday and the second is due in on Thursday.
 
They should take care of it without too much hassle. I've worked with Howard in the past with something similar yet unrelated and he was very amicable and everything was back to normal in no time.
 
RamZar said:
My last order with KnifeCenter was processed twice! In their system the same order number now appears twice!

When I received the second shipment notification I thought it was odd. I checked my account with them and it was indeed in there twice. Then, I checked my online CC activity and there's the second charge for the exact same amount.

I emailed KnifeCenter customer service and this is their terse answer without any apologies or who'll pay for the return!

"Your order shipped yesterday. This is your tracking email. Once the package has reached you, you can send it back for a refund."​
Click to expand...

Hi RamZar. We sincerely apologize for the duplicate order/charge. We just upgraded our order management system late last week and ran in to a few technical glitches. I'll email you a UPS Return Service label to send the duplicate order back to us. You'll be able to drop it off at any UPS location or hand to a UPS driver if you have daily pick up at work. I've gone ahead and refunded the duplicate charge back to the card on file. You should expect your refund in 2-5 business days. Again, we apologize any inconvenience this may have caused. Please feel free to contact us for any questions.

Tom
 
KnifeCenter said:
Hi RamZar. We sincerely apologize for the duplicate order/charge. We just upgraded our order management system late last week and ran in to a few technical glitches. I'll email you a UPS Return Service label to send the duplicate order back to us. You'll be able to drop it off at any UPS location or hand to a UPS driver if you have daily pick up at work. I've gone ahead and refunded the duplicate charge back to the card on file. You should expect your refund in 2-5 business days. Again, we apologize any inconvenience this may have caused. Please feel free to contact us for any questions.

Tom
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You should've received the UPS Return Label via email now. Please confirm that you did receive it.
 
KnifeCenter said:
Hi RamZar. We sincerely apologize for the duplicate order/charge. We just upgraded our order management system late last week and ran in to a few technical glitches. I'll email you a UPS Return Service label to send the duplicate order back to us. You'll be able to drop it off at any UPS location or hand to a UPS driver if you have daily pick up at work. I've gone ahead and refunded the duplicate charge back to the card on file. You should expect your refund in 2-5 business days. Again, we apologize any inconvenience this may have caused. Please feel free to contact us for any questions.

Tom
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KnifeCenter said:
You should've received the UPS Return Label via email now. Please confirm that you did receive it.
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I received emails of the UPS return mailer and the refund on the CC duplicate charge. Duplicate order is not due in until tomorrow. I will return it as soon as possible. I will look for a reversal of CC charges online.
 
RamZar said:
I received emails of the UPS return mailer and the refund on the CC duplicate charge. Duplicate order is not due in until tomorrow. I will return it as soon as possible. I will look for a reversal of CC charges online.
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If you happen to see the carrier when delivery is attempted, you can refuse it and have them return to sender.
 
KnifeCenter said:
If you happen to see the carrier when delivery is attempted, you can refuse it and have them return to sender.
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I was thinking of that. The incoming carrier is USPS. I'll cast a wide net! :)

By the way, you seem to be sending them via USPS now (the duplicate orders of order date 7/23/2015) whereas another order I received from you yesterday (order date 7/20/2015) came via UPS. USPS is much faster from VA to CA than UPS Ground!
 
RamZar said:
I was thinking of that. The incoming carrier is USPS. I'll cast a wide net! :)

By the way, you seem to be sending them via USPS now (the duplicate orders of order date 7/23/2015) whereas another order I received from you yesterday (order date 7/20/2015) came via UPS. USPS is much faster from VA to CA than UPS Ground!
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That's true. If you're on the west coast, USPS is much faster than UPS Ground. =)
 
Man, yet another Bladeforums vendor who's truly one of the good ones, taking care of the customer. I've ordered from Knifecenter before, and it's great to see them stepping up to help the OP out.
 
Quiet said:
Man, yet another Bladeforums vendor who's truly one of the good ones, taking care of the customer. I've ordered from Knifecenter before, and it's great to see them stepping up to help the OP out.
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KC is just correcting their mistake. They should've done that based on my email sent 24 hours before the creation of this thread. I wouldn't characterize it as "helping the OP out"!
 
RamZar said:
KC is just correcting their mistake. They should've done that based on my email sent 24 hours before the creation of this thread. I wouldn't characterize it as "helping the OP out"!
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That is true, they are correcting their mistake. However, and understand that as an outsider, and not someone who received the email personally, the terse email you received looks to me like the response of someone who has a hundred emails to get to in that hour, and they made a blanket judgement call. Now that you have brought the issue to the attention of a representative who is focused directly on your issue, they have taken care of you (so it appears). I don't have a huge issue with companies making a mistake as long as they are corrected. Now, if the rep didn't bother coming in here to expedite the issue being handled to your satisfaction, I think there'd be a real cause for ire. As the rep is invested in making you whole, I'd say that's a positive, but again, I say that as an outsider, and not as someone who was charged twice for a knife, so I am not trying to make light of your view, or state that you don't have every right to have that view of the situation.

I hope your funds are returned quickly and that you enjoy the new knife.
 
If it was me, I would be completely satisfied with the service that Knifecenter provided. I think they took care of this in a reasonable amount of time and with a good end result. I had a problem with an order from Amazon that was their fault and it took me over a month to get it resolved.
 
Tx Bass Tech said:
If it was me, I would be completely satisfied with the service that Knifecenter provided. I think they took care of this in a reasonable amount of time and with a good end result.
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Agree.

Most vendors would have waited until they got the returned shipment before reversing the charge.
 
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