My first and last Blade HQ order

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Dankdrank

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After receiving some of the worst customer service I have ever experienced I feel it necessary to write this post about blade hq customer service and the situation I'm currently in. On the 29th of November (Black Friday) I ordered a knife that I have been wanting for some time after seeing that if you spend over $150 you received a free prybar. I pulled the trigger at 2am on Friday and placed my order. Because I'm impatient I upgraded to 2 day shipping and was ready for the wait. A full 8 days later (10 including the Sundays but no shipping on Sundays) I receive my item. Disappointed that my "2 day shipping" turned into 8 days I was willing to overlook it. I then come to find that my prybar item was missing. I even called bhq prior to them shipping on Black Friday and talked to Tyson to make sure that my Item was included. He insured me that it was. I was a little disappointed yet again, but surly my knife would make everything ok. I open it and find that it appears to be used. Dirt or skin or something in the actuating button and fingerprints in the oil on the blade. So I call blade hq to tell them all the events that have happened and possibly exchanging the item. They said sorry there is nothing we can do about your missing item and that I'll have to ship it back to exchange.This is expected of corse but now I have to pay for shipping again and will have to pay an additional 5% restocking fee because the item I want is of lesser value. So after all of these problems I'm not sure what to do. I do know that after this I will never place an order with blade hq again. What do you guys think about this?
 
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This should be in feedback.

And sorry to hear about this, but if you look here 99.9 percent of the experiences with bladehq are positive. Don't let one bad experience dissuade you
 
Not calling you a liar, but your story is not consistent with the service I've received (and seen others receive) from BladeHQ. Maybe you caught someone in a bad mood. They do have a presence here on BF and I'm sure someone will be along to take care of this situation for you. I know the Managers are great so maybe try calling back and asking specifically for a manager.

Good luck.
 
Ya their good reputation was why I took my business there that's why I was shocked that so many things went wrong
 
I have always had good experiences in dealing with them, and actually prefer buying from them specifically for their customer service. Sorry for your troubles but I have never had anything close to that occur for me.
 
I think you will find that the vast majority of us are pleased with our BHQ experiences. Sorry that you were not. You should not be paying a fee to return a knife that appears used, though.

Btw, the fee is 5%, and its only on non-defective items. So something isn't adding up here. Link.
 
Dankdrank said:
Ya their good reputation was why I took my business there that's why I was shocked that so many things went wrong
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I've always had good experience with bladehq, its very possible the knife was messed up or fondled by a delivery person en route from the factory, or heck it could have left the factory dirty in the first place. If you don't mind me asking, what knife was it?
 
Getting a knife that may have been handled in store, used for promo pictures, or a customer return is not entirely uncommon. I know I find it a little annoying when you are buying new via the Internet or mail order and see evidence of handling. Of course this happens in stores too, but you know it ahead of time and make your choice after inspecting. I've had it happen at least a few times over the years from several companies. It is what it is.

Regarding the delay in shipping, assuming you had a tracking number within one workday of ordering, I guess UPS screwed it up. I had that happen once where my order sat in one location for 2 or 3 days. I guess it was misplaced for a time. One other time the truck pulled up and the driver rooted around in the back for nearly several minutes. Then he sits back down and fires up the engine. He sees me and I give him the "what's up?" shrug and he says it apparently didn't get loaded on his truck or is on another truck. Sigh. It was delivered the next day. Bottom line: stuff happens.

BladeHQ is pretty reputable and reliable. I'd give them another chance - especially if they consistently have what you want.
 
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I'd guess that it was a return or that considering it's a Microtech OTF auto, someone in the warehouse couldn't resist finger banging it.
 
This is quite surprising as I have had nothing but positive experience with them and this is the first negative one I have seen.
 
Dknight16 said:
Getting a knife that may have been handled in store, used for promo pictures, or a customer return is not entirely uncommon. I know I find it a little annoying when you are buying new via the Internet or mail order and see evidence of handling. Of course this happens in stores too, but you know it ahead of time and make your choice after inspecting. I've had it happen at least a few times over the years from several companies. It is what it is.

Regarding the delay in shipping, assuming you had a tracking number within one workday of ordering, I guess UPS screwed it up. I had that happen once where my order sat in one location for 2 or 3 days. I guess it was misplaced for a time. One other time the truck pulled up and the driver rooted around in the back for nearly several minutes. Then he sits back down and fires up the engine. He sees me and I give him the "what's up?" shrug and he says it apparently didn't get loaded on his truck or is on another truck. Sigh. It was delivered the next day. Bottom line: shit happens.

BladeHQ is pretty reputable and reliable. I'd give them another chance - especially if they consistently have what you want.
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For vids Blade HQ usually uses the showroom model and when they sell the showroom model it is usually in the Bargain Bin section.
 
If the package shipped via USPS 2 day then off course your are not going to get it in 2days do too the Holiday rush also to include any other shipping company's. Also i know exactly what you mean by it looked used. I assure you it has not been used. I too have received Ultratechs that were in the same condition you described and that is how they ship from Microtech. I understand why BHQ decided to charge a restocking fee and to have you pay return shipping. Note i have purchased about 6 new microtechs and all were as you described. They clean up pretty damn good and easy then look mint.
 
Im really surprised, Blade HQ is one of my favorite places to order knives. I feel like what happened, does not usually happen. Sorry about your problem with them
 
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I love doing business with BladeHQ. I'm suprised they didn't do you right. Perhaps a phone call would of been the ticket.
 
Hi Dankdrank,

Sorry to hear of your troubles. This time of year we have a lot of seasonal help and sometimes things don't run as smoothly as we'd like, so I apologize for the issues you've encountered.

Let me see if I understand what the problems are:

1. You upgrades to 2 day shipping but it took 8 days for your order to arrive.
2. Your promotional item was not included.
3. Your knife appeared used.
4. We charged you a 5% restocking fee on an exchange.

Correct?

I have asked our customer service deptartment if they recognize you from your post, but we're not sure who you are. Please send me an email at bladehq@gmail.com and include your name and order number so I can look into this for you.

Off the top of my head-

1. Without knowing any details that sounds excessive. If there was something that went wrong on our end we can certainly refund your shipping costs.
2. If any promotional item is not included we are happy to send it- providing we still have them in stock. One issue that we have been dealing with is customers forgetting to enter the promotional code at the time the order is placed. They then email / call in and request it to be added. At that point it is often too late (the order has been processed or we have run out). Customer service reps may not always be aware of current order status or promotional item stock levels - especially on Black Friday. I only mention that as a possibility because you said you "even called" us.
3. We do our best to never sell used knives as "new" but it's possible your knife had been handled prior to its shipment. I am sorry it didn't meet your expectations. We are always willing to exchange or refund customers who are not pleased.
4. From your post it sounds like you opted for an exchange. Typically we don't charge restocking fees on exchanges. Without more information I can't get to the bottom on this, but we will not charge you a restocking fee for an exchange and at this point we will waive any restocking fees should you opt for a return instead.

I'm sorry we've lost you as a customer, but we hopefully we can still get this sorted out for you. Again, please send the requested info to me at the email address I provided above.

Cam
 
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