Knifecenter Rockstead woe

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I think the issue was not whether there is a restocking fee, because clearly there is, rather should the restocking fee be charged for a defective product. I haven't read their policies but it has been at least implied that they don't charge the fee is there is a genuine problem with the product. Now if that is the case, then we have a problem with who is actually telling the truth about the condition of the knife. Throwing the company policy about their restocking fee back into the face of the OP is a bit disingenuous when really that is not the issue in question.
 
Hi brandoak,

I’m sorry to hear you feel this way about the experience you had with us. Let me start by saying that we really do try to do the very best job we can at getting the great items for the knife lovers of the world and getting them shipped quickly and properly while supporting both the customers and the makers in this great industry. We have a dedicated crew who are top notch and work hard every day to give you the best service possible. It’s easy to sit on a forum and rag on a seller. Those of you out there that have bought from us know we do a great job most of the time. We hope that we offer the most information about the products so that, even if you don’t buy from us, we are a real resource for the knife enthusiasts of the world. We do fall short on occasion, as does everyone, and if we made the wrong call in this instance, we apologize. Let me address the concerns you had.

1. I’ve looked into our records and see that you placed your order on Saturday, 3/19. The order was ready to ship on Monday morning 3/21 (we’re closed on weekends) but did not ship that day. For high value, first time customer orders, we do a credit card verification to verify that this is a legitimate order, and not fraud, or a kid using his parents’ credit card, etc. The order shipped on Tuesday, 3/22, the second business day, not six days.

2. If the dirty bubble wrap was outside of the Rockstead packaging, I apologize. We recycle some packing material since plastic takes many years to decompose. If it was smelly, it should have been discarded. The Rockstead box itself is meticulously wrapped from the factory in new bubble wrap.

3. We buy directly from Rockstead only. The actual knife we sent you was received from Rockstead on Thursday, 3/17. It sat in a locked room where we keep all of our high value items where only management has the keys. This item sat for about five days then shipped to you.

4. I personally dealt with your return. I was on the fence about the issue at that time but really and truly felt the knife was in pristine condition. I am the person at KnifeCenter that deals with all the Rockstead and also deals with the Rockstead company directly. Their products are amazing but, of course, not to everyone’s taste. I made the call and maybe I was right and maybe wrong.

5. Here’s why the 5% restocking fee was put in place. We never had a restocking fee until we started selling a lot of customs and mid-techs. We found that, since we were the only major dealer not charging the fee, customers would buy several high-end knives from us, try to sell them on the secondary market, and if they couldn’t, just return them to us. We were, in fact, financing people’s businesses with our policy! We also had people order items just to check them out and then send them back. We would have damaged boxes as well as slightly used expensive items that would not be sellable. If these mistakenly went back out, you would have the very situation that many of you complain about--used items being sold as new.

6. You are welcome to contact us by phone and ask for me, Tom, and we can work out something equitable for you. We value your business and absolutely want you to be satisfied with the transaction whether you buy from us again or not.
 
Ive bought several items from KC without problems, although im not the OP with the issue at hand.

I believe KC will totally make this right.
 
Big time thumbs up for KC!! Hoping they tighten you up Brandoak!!
Joe
I'll be sending you an e mail Tom.
 
KnifeCenter said:
Hi brandoak,

I’m sorry to hear you feel this way about the experience you had with us. Let me start by saying that we really do try to do the very best job we can at getting the great items for the knife lovers of the world and getting them shipped quickly and properly while supporting both the customers and the makers in this great industry. We have a dedicated crew who are top notch and work hard every day to give you the best service possible. It’s easy to sit on a forum and rag on a seller. Those of you out there that have bought from us know we do a great job most of the time. We hope that we offer the most information about the products so that, even if you don’t buy from us, we are a real resource for the knife enthusiasts of the world. We do fall short on occasion, as does everyone, and if we made the wrong call in this instance, we apologize. Let me address the concerns you had.

1. I’ve looked into our records and see that you placed your order on Saturday, 3/19. The order was ready to ship on Monday morning 3/21 (we’re closed on weekends) but did not ship that day. For high value, first time customer orders, we do a credit card verification to verify that this is a legitimate order, and not fraud, or a kid using his parents’ credit card, etc. The order shipped on Tuesday, 3/22, the second business day, not six days.

2. If the dirty bubble wrap was outside of the Rockstead packaging, I apologize. We recycle some packing material since plastic takes many years to decompose. If it was smelly, it should have been discarded. The Rockstead box itself is meticulously wrapped from the factory in new bubble wrap.

3. We buy directly from Rockstead only. The actual knife we sent you was received from Rockstead on Thursday, 3/17. It sat in a locked room where we keep all of our high value items where only management has the keys. This item sat for about five days then shipped to you.

4. I personally dealt with your return. I was on the fence about the issue at that time but really and truly felt the knife was in pristine condition. I am the person at KnifeCenter that deals with all the Rockstead and also deals with the Rockstead company directly. Their products are amazing but, of course, not to everyone’s taste. I made the call and maybe I was right and maybe wrong.

5. Here’s why the 5% restocking fee was put in place. We never had a restocking fee until we started selling a lot of customs and mid-techs. We found that, since we were the only major dealer not charging the fee, customers would buy several high-end knives from us, try to sell them on the secondary market, and if they couldn’t, just return them to us. We were, in fact, financing people’s businesses with our policy! We also had people order items just to check them out and then send them back. We would have damaged boxes as well as slightly used expensive items that would not be sellable. If these mistakenly went back out, you would have the very situation that many of you complain about--used items being sold as new.

6. You are welcome to contact us by phone and ask for me, Tom, and we can work out something equitable for you. We value your business and absolutely want you to be satisfied with the transaction whether you buy from us again or not.
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Well stated. Thank you for come on here to respond.
 
FWIW, I recently had to return a knife to KC and they made the process quick and painless. There was also no fee for me (it was a production that I opened and put back in the box). I'm certainly appreciative of KC's response, and their handling of this situation.
 
EChoil said:
Just curious, why would they need a special membership to have re-stock fees? They couldn't institute them as well?
Click to expand...

I was just saying if a member here charges you a "restocking" for a knife that isn't as described they are then pretty much a dealer and would need to purchase that membership if they want dealer perks like that.
Just like it takes a certain level to sell or trade.

Never heard of this so just hypothetical of course.
 
KnifeCenter said:
Hi brandoak,

I’m sorry to hear you feel this way about the experience you had with us. Let me start by saying that we really do try to do the very best job we can at getting the great items for the knife lovers of the world and getting them shipped quickly and properly while supporting both the customers and the makers in this great industry. We have a dedicated crew who are top notch and work hard every day to give you the best service possible. It’s easy to sit on a forum and rag on a seller. Those of you out there that have bought from us know we do a great job most of the time. We hope that we offer the most information about the products so that, even if you don’t buy from us, we are a real resource for the knife enthusiasts of the world. We do fall short on occasion, as does everyone, and if we made the wrong call in this instance, we apologize. Let me address the concerns you had.

1. I’ve looked into our records and see that you placed your order on Saturday, 3/19. The order was ready to ship on Monday morning 3/21 (we’re closed on weekends) but did not ship that day. For high value, first time customer orders, we do a credit card verification to verify that this is a legitimate order, and not fraud, or a kid using his parents’ credit card, etc. The order shipped on Tuesday, 3/22, the second business day, not six days.

2. If the dirty bubble wrap was outside of the Rockstead packaging, I apologize. We recycle some packing material since plastic takes many years to decompose. If it was smelly, it should have been discarded. The Rockstead box itself is meticulously wrapped from the factory in new bubble wrap.

3. We buy directly from Rockstead only. The actual knife we sent you was received from Rockstead on Thursday, 3/17. It sat in a locked room where we keep all of our high value items where only management has the keys. This item sat for about five days then shipped to you.

4. I personally dealt with your return. I was on the fence about the issue at that time but really and truly felt the knife was in pristine condition. I am the person at KnifeCenter that deals with all the Rockstead and also deals with the Rockstead company directly. Their products are amazing but, of course, not to everyone’s taste. I made the call and maybe I was right and maybe wrong.

5. Here’s why the 5% restocking fee was put in place. We never had a restocking fee until we started selling a lot of customs and mid-techs. We found that, since we were the only major dealer not charging the fee, customers would buy several high-end knives from us, try to sell them on the secondary market, and if they couldn’t, just return them to us. We were, in fact, financing people’s businesses with our policy! We also had people order items just to check them out and then send them back. We would have damaged boxes as well as slightly used expensive items that would not be sellable. If these mistakenly went back out, you would have the very situation that many of you complain about--used items being sold as new.

6. You are welcome to contact us by phone and ask for me, Tom, and we can work out something equitable for you. We value your business and absolutely want you to be satisfied with the transaction whether you buy from us again or not.
Click to expand...

It's great to have both sides of the story. Thank you very much.

Man, what a great Friday. :)
 
Hopefully now the person(s) saying over and over that restocking fees are a scam & rip off will understand where the retailer is coming from.
 
Spinny said:
Hopefully now the person(s) saying over and over that restocking fees are a scam & rip off will understand where the retailer is coming from.
Click to expand...

Exactly. And my Rockstead (from KnifeCenter) is amazing. I waited 4 months and was happy to do so since they don't charge you until it ships.
 
I sold two very cherished shaving brushes to get my higo rockstead from knife center. glad they responded to op's concerns. I just ordered a nice auto Hogue from them this morning. Living in Oregon does has it's perks. Love following this Forum as a newbie it is a great source for me. saving for another rockstead now. Hope the OP gets satisfaction he desires
 
BBKoenigsegg said:
FWIW, I recently had to return a knife to KC and they made the process quick and painless. There was also no fee for me (it was a production that I opened and put back in the box). I'm certainly appreciative of KC's response, and their handling of this situation.
Click to expand...

Why'd they charge him and not you? Curious--would you mind revealing the price of the knife you returned?
 
nicely done knifecenter. you've always been good to me over many years and many many dollars worth of transactions.
 
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