Knives Ship Free (KSF) Return Policy, etc.

RamZar said:
After receiving an email from KSF about a return, I inquired the following but never heard back:

"I’m returning it in all original packaging and form. The knife has only been opened and close several times.

Will I be getting a 100% refund since you don’t have it in stock any more?"​

So, I went ahead with sending them to manufacturers.



Great advise. It just preempts the issues.
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Have you yet called Derrick, KSF, just Do It! Derrick is a stand-up guy. I have no doubt he will make it right. All of this conversation is pointless until you make that call. Give him a chance. Jeez. Just saying.
 
ptradeco said:
Have you yet called Derrick, KSF, just Do It! Derrick is a stand-up guy. I have no doubt he will make it right. All of this conversation is pointless until you make that call. Give him a chance. Jeez. Just saying.
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I resolved the situation by sending the knives to the manufacturer. I don't see what KSF can do to remedy the situation now.

What would be nice if KSF implemented a process of checking knives before shipping, ship same day even for the free shipping option and if a knife is defective and no longer in stock issue a 100% refund (not 100% in store credit).
 
I would never knowingly purchase from a company that charges 20% return fee.

Free shipping is never free.
 
If you call me, or give me an order number. I will get you a credit for the cost of shipping to the manufacturers and if they come back to you and are not acceptable, we will take care of you.

I can't guarantee that something won't slip through the cracks.

I can help you. Honestly, we really hate having customers leaving less than satisfied.
 
okbohn said:
If you call me, or give me an order number. I will get you a credit for the cost of shipping to the manufacturers and if they come back to you and are not acceptable, we will take care of you.

I can't guarantee that something won't slip through the cracks.

I can help you. Honestly, we really hate having customers leaving less than satisfied.
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Email sent.
 
Hey--in the mean time, I have been searching this out. We just found the email you sent the other day (thursday?) and it was missed in a change in our email servers.

I don't understand all of that, but Jason is on it.

Thanks for sending us an email. Again, I apologize that we missed it the first time around.
 
okbohn said:
Hey--in the mean time, I have been searching this out. We just found the email you sent the other day (thursday?) and it was missed in a change in our email servers.

I don't understand all of that, but Jason is on it.

Thanks for sending us an email. Again, I apologize that we missed it the first time around.
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No response to an email is what turned me sour since it's a sign of bad CS...

In the future, if I asked in an order comment for you to check the quality of the knife like blade centering, grind, etc. can you do that prior to shipping?

If the knife was defective will you issue a 100% refund if you don't have a good one in stock?

Will you ship orders with free shipping just as fast as any other?
 
I have always been happy with Derrick and KSF, and still am. But for legit buyers who almost never return anything, restocking fees are complete bull. Maybe its better for a vendor to say that a restocking fee may be charged for buyers who abuse the return process. If a knife is being returned for a legit reasons, no fee should ever be charged. Even though I almost never return a knife, I have avoided vendors in the past solely because if this policy, which is my way of imposing a fee on them.

I do recall that many moons ago, I received a slipjoint from KSF that the manufacturer had mislabeled. Derrick quickly corrected the mistake with no fee and no hassle.

Rock on.
 
RamZar said:
No response to an email is what turned me sour since it's a sign of bad CS...

In the future, if I asked in an order comment for you to check the quality of the knife like blade centering, grind, etc. can you do that prior to shipping?

If the knife was defective will you issue a 100% refund if you don't have a good one in stock?

Will you ship orders with free shipping just as fast as any other?
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We typically respond to emails in hours. The exception is the weekend.

We are always happy to inspect a knife prior to shipping--especially if you highlight what you are looking for.

Orders that have paid shipping will always move to the front of the line. That being said, with the exception of weekend orders, almost all (including free shipping) orders ship the same or next day.

In general, if a knife is really defective we waive the restocking fee most of the time -- and all the time for regular customers.
 
is '20% restocking fee' a US thing?

its not something you get in the UK - full refund inc shipping costs are a legal requirement in UK (and possibly the whole of the EU) if goods are faulty/off spec/incorrectly advertised
 
powernoodle said:
I have always been happy with Derrick and KSF, and still am. But for legit buyers who almost never return anything, restocking fees are complete bull. Maybe its better for a vendor to say that a restocking fee may be charged for buyers who abuse the return process. If a knife is being returned for a legit reasons, no fee should ever be charged. Even though I almost never return a knife, I have avoided vendors in the past solely because if this policy, which is my way of imposing a fee on them.

I do recall that many moons ago, I received a slipjoint from KSF that the manufacturer had mislabeled. Derrick quickly corrected the mistake with no fee and no hassle.

Rock on.
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That is exactly how we handle things. We don't put "May be" in our policy because people work to exploit everything they can. We take good care of our customers. Period. No one likes restocking fees. I don't like charging them. I don't like having them on our site. I waive them all the time for customers who have a history with us. It is easy to waive something for someone when they are not expecting it than to not waive it when they demand it and expect it.
 
The other ridiculous thing is the percentage of price for restocking. Let's do a 10% restocking fee. I buy a $75 knife it will cost $7.50 to restock? Then if I buy a $750 knife it cost $75 to restock? How's that work for you? I'm retired now going on 8 years but my little company would give the pickers their paperwork and a pallet of returns to restock on their travels. It really didn't take much more time to get the job done. It's just a funky way to pull more revenue from the customer. It's also a good way to shrink your customer list!! Customers are a pain in the ars aren't they?
 
okbohn said:
We typically respond to emails in hours. The exception is the weekend.

We are always happy to inspect a knife prior to shipping--especially if you highlight what you are looking for.

Orders that have paid shipping will always move to the front of the line. That being said, with the exception of weekend orders, almost all (including free shipping) orders ship the same or next day.

In general, if a knife is really defective we waive the restocking fee most of the time -- and all the time for regular customers.
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I got a $25 store credit with KSF to cover the cost of the shipping the two knives to the respective manufacturers.

The lack of response to that email was disconcerting even with email system transition.

Moving on now. I'll make sure to ask for specific quality in my next order.
 
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