- Joined
- Sep 18, 2013
- Messages
- 2,780
Many times we are quick to complain when a vendor, maker, or retailer drops the ball and we have a legitimate complaint about poor service. I've been on both sides of the issue, both as a customer and a vendor. As a customer, I value great service and my loyalty runs deep when I consistently get it. As a vendor, my reputation is all I have. In spite of all the best efforts, there have been a few times when my customer wasn't happy. My rule has always been very simple. Make it right. Period. Usually it ends up at a loss for me in these cases but the loyalty and reputation as someone who stands behind what they build and owns it when something just isn't right is invaluable. I say all this because many times we don't take the time to mention excellent service when we get it. I'm here to do that now.
Recently I ordered my next supply of kydex and eyelets from knifekits.com. I ordered the large 2'x4' and 1'x2' sheets of kydex.
At some point when loading the big box, the small zip lock bag of eyelets was just thrown in and not taped down. The box was also not taped together securely at the corners. Consequently, the baggie slid around and got torn open. The hole in the box allowed some lose eyelets to fall out.
I called knifekits.com. Not to complain but more to alert them of what had happened in the shipping department to avoid other customers facing the same issue. My order was less than $100.00 and I only lost 30 or so eyelets ( A couple bucks worth at best). They were closed so I left a message.
I received a call the very next day. I explained what happened and even offered to send pictures of the baggie and box. None of that was necessary.
Two days later, a brand new bag of eyelets showed up in my mailbox (Priority Mail).
WOW!!! What GREAT customer service. A couple bucks worth of eyelets and yet they went through the trouble of packaging and shipping them immediately, and Priority Mail so they arrived quickly. I can't say enough about that. My loyalty to knifekits.com continues.......
Incredible folks over there.
Ronnie Hale
Hale Storm Custom Kydex
Recently I ordered my next supply of kydex and eyelets from knifekits.com. I ordered the large 2'x4' and 1'x2' sheets of kydex.
At some point when loading the big box, the small zip lock bag of eyelets was just thrown in and not taped down. The box was also not taped together securely at the corners. Consequently, the baggie slid around and got torn open. The hole in the box allowed some lose eyelets to fall out.
I called knifekits.com. Not to complain but more to alert them of what had happened in the shipping department to avoid other customers facing the same issue. My order was less than $100.00 and I only lost 30 or so eyelets ( A couple bucks worth at best). They were closed so I left a message.
I received a call the very next day. I explained what happened and even offered to send pictures of the baggie and box. None of that was necessary.
Two days later, a brand new bag of eyelets showed up in my mailbox (Priority Mail).
WOW!!! What GREAT customer service. A couple bucks worth of eyelets and yet they went through the trouble of packaging and shipping them immediately, and Priority Mail so they arrived quickly. I can't say enough about that. My loyalty to knifekits.com continues.......
Incredible folks over there.
Ronnie Hale
Hale Storm Custom Kydex