Knifeworks.com... not that perfect

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Nov 15, 2005
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Just a few words to comment a recent online shopping experience.

Teamed up with a friend and placed an order, value almost $400. The ordering went smoothly and the goods arrived as soon as I had expected. Everything was just peachy.

However, there was a product that was not all I had expected it to be and wanted to return or exchange it for another product. The company states on their website that all unused products can be returned within 14 days for a full refund and up to 30 days for store credit.

Several email inquiries later, all without a response, I understood that while buying from them is very convenient and secure, their after-sales service leaves a lot to be desired. While I probably can find someone who I can sell the item to, I can probably also find a plethora of other companies who care not just for the one time sale but also for return customers.

No hard feelings here, but I'll definitively know where not to order from the next time I'm looking for blades.
 
That's really surprising to me. I've known Roger for over a decade, and have never had such a problem with him. I do know that he was swamped over the holidays, and may not have seen your email, or saw it, didn't respond right away and forgot. I'm one of his oldest customers and he does that to me from time to time. It's best to just call him (he has a toll-free number), if you don't get the immediate email response you wanted. He's in the process of expanding, and building a new retail store (right now he's working out of a shop at his home and doing mail-order and internet sales only), so he's been gone a lot and had a ton of things going on. Give him another shot - you won't be disappointed. I'm sorry you had a bad experience with him. I don't doubt you did, but Roger's been a friend of mine for quite a while, and I know he wouldn't do that intentionally.
 
E-mail is unreliable thats why Roger has a toll free number. Had you called him by phone and gotten no response I would side with you however my bet is that he never saw the E-mail among the hundreds he recieves daily.
 
wolfmann601 said:
E-mail is unreliable thats why Roger has a toll free number. Had you called him by phone and gotten no response I would side with you however my bet is that he never saw the E-mail among the hundreds he recieves daily.
Click to expand...

Companies like knifeworks.com can get hundreds of emails a day. That may cause them to at times be a bit slow in getting back to people. This time of year is likely to be the busiest. Not sure if you had originally had email communication with them and they had been much better at getting back to you, but I would highly recommend following Wolfmann's advice and giving them a phone call.
 
WOW..surprising, I have ordered from them several times, e-mailed and spoke by phone and have always had fast and friendly service.
 
I've always had great service and friendly communication from KnifeWorks. I'll be happy to do business with them anytime. Totally good folks there.:thumbup:
 
I too am surprised to hear of this. My personal experience with Roger is that his service is first class. I have never needed to call, emails alone have always worked for me.

Knifeworks are a small outfit, if I am not mistaken, there are only 2 of them working there. They probably got swamped by the pre-Christmas rush.
 
I'd like to offer a reminder, that was also mentioned already.

It is best, when dealing with internet retailers, (or any merchant for that matter) to call them and speak directly to a representative. Do not rely on email. Ever! If you do email, you should follow up with a phone call soon afterwards.

I suggest that you call Roger, and speak to him or his representative directly, and describe your situation. Roger's reputation as a knife dealer is outstanding, and he does everything he can to take care of his customers.

I'm one of those customers, and I have received nothing but outstanding service from him.

Give him a call. He'll get you sqared away.
 
Thanks for your input, guys. I'll try contacting them again.

And a Happy New Year to all!
 
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