My first and last Blade HQ order

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BladeHQ said:
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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Customer service done right, from what I can tell. Another reason that Blade HQ is on the top of my cutlery shopping list. I have received nothing short of exemplary service from them. To the OP...if this doesn't change your mind regarding their service...I would like to know what it would take. Just morbidly curious...
 
Maybe I'm weird but if I bought a new knife and it looked like it had been "handled" I probably wouldn't think anything of it. As long as it looks unused I'm good. Of course I'm pretty rough on my knives so after a couple weeks they don't look anywhere near new anyway.
 
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I love BHQ!! I once placed an order for an instock knife, they gave me $50 off my next order when they explained to me that what i had ordered was actually out of stock. The knife that was out off stock was a Microtech!
 
Always been a good dealer for me. There's a reason their reputation is so good. I think they'll make it right and regain you as a customer.
 
Wheeler80 said:
Maybe I'm weird but if I bought a new knife and it looked like it had been "handled" I probably wouldn't think anything of it. As long as it looks unused I'm good. Of course I'm pretty rough on my knives so after a couple weeks they don't look anywhere near new anyway.
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Naw. I don't think you're weird at all. As long as it was easily cleaned and put into mint condition, I probably wouldn't give it a second thought either. But expectations are different for everyone and I can understand when someone isn't comfortable with a knife that appears handled. :)
 
I am not trying to rub salt in the wound of Dankdrank but... I made the same order on the same day but my experience was much better.

My ultratech didn't arrive until today (expected with the holiday season and living in Alaska) but it showed up looking brand new and came with the promo items. It was also my first order with BladeHQ and I will absolutely continue shopping there.
 
BladeHQ said:
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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Very impressive.
 
AddictedToGeThere's otherswho had bad experiences probably ar said:
This is quite surprising as I have had nothing but positive experience with them and this is the first negative one I have seen.
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There's others, although I relize we're in the minority. I had a bad experience, and when I posted about it BladeHQ sent me a PM saying he found it "hard to believe". He'd rather imply that I lied than find out what was really said to me. Thumbs down to Blade HQ.
 
There's others, although I relize we're in the minority. I had a bad experience, and when I posted about it BladeHQ sent me a PM saying he found it "hard to believe". He'd rather imply that I lied than find out what was really said to me. Thumbs down to Blade HQ.
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I realize that by refusing to take a custom picture we upset you. My PM to you said, "I have a hard time believing you were told to "buzz off" but yes- some requests we can't accommodate. I wish we could have been more help and I'm sorry it left you with a bad impression of our business." At the time of your request we did not take custom pictures of knives. You expressed your displeasure with us here on the forums (back in April) and that was fine. I truly am interested in helping customers, but making additional posts like this makes me less sympathetic to your perceived injustice. It is, in my opinion, extremely bad form.

Cam
 
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BladeHQ is my go to online knife store. Always a positive experience. My black friday and cyber monday bladehq purhases shipped to me quicker than the stuff I bought on amazon the same days and they have a warehouse/shipping center about 60 miles from me. Im sure this will be handled such that it will turn into a positive experience for the o.p.
 
BladeHQ said:
I realize that by refusing to take a custom picture we upset you. My PM to you said, "I have a hard time believing you were told to "buzz off" but yes- some requests we can't accommodate. I wish we could have been more help and I'm sorry it left you with a bad impression of our business." At the time of your request we did not take custom pictures of knives. You expressed your displeasure with us here on the forums (back in April) and that was fine. I truly am interested in helping customers, but making additional posts like this makes me less sympathetic to your perceived injustice. It is, in my opinion, extremely bad form.

Cam
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Agreed

Add me to the list of customers who feel the staff at BladeHQ does everything in their power to make us knife-a-holics happy!
 
I give bladehq an A++. They have always offered good deals along with fast shipping and great customer service. Real knife people not just retailers and they ship APO which is a definite plus in my book.

Sorry your experience wasn't the same but it looks like they will make up for it if you let them.
 
BladeHQ said:
I realize that by refusing to take a custom picture we upset you. My PM to you said, "I have a hard time believing you were told to "buzz off" but yes- some requests we can't accommodate. I wish we could have been more help and I'm sorry it left you with a bad impression of our business." At the time of your request we did not take custom pictures of knives. You expressed your displeasure with us here on the forums (back in April) and that was fine. I truly am interested in helping customers, but making additional posts like this makes me less sympathetic to your perceived injustice. It is, in my opinion, extremely bad form.

Cam
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It only upset me after I saw other getting pics of the same knives. My initial request was very polite, there was no reason it couldn't have been accomodated since it was being done for others.

As for "additional posts", this was only the second time I posted it here. Would it have been "bad form" for me to post twice about a good experience I had from you? Somehow I think you wouldn't have minded that at all. Truthfully, I'm not concerned if you're "sympathetic", I just think people have a right to know both the good and bad of doing business with a vendor here. Having an employee play favorites about snapping a quick pick of a knife falls under my definition of bad form. You said "I have a hard time believing you were told to "buzz off" when my quote was "was pretty much told to buzz off". That means that was the tone implied, not the exact words. I told you that right after you sent me the PM saying what you did.
 
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I've been ordering from them for about 5 years now. I've never had any problem! They've always given me "top notch" service and all my knives shipped quickly. This is just my personal experience.
CGP
 
Lone_Wolfe said:
[bold mine]
my quote was "was pretty much told to buzz off". That means that was the tone implied, not the exact words.
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Gonna throw the "brown flag" on this play.....Lone Wolfe is using classic "waffle words", which means he chose to hear what he wanted to hear.

Blade HQ has always given me nothing but the best service. They are one of my two first "go to" knife dealers.
 
BlackKnight86 said:
Gonna throw the "brown flag" on this play.....Lone Wolfe is using classic "waffle words", which means he chose to hear what he wanted to hear.

Blade HQ has always given me nothing but the best service. They are one of my two first "go to" knife dealers.
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I don't know what waffle words are, but I know when Tyler was brushing me off. And no, that wasn't what I wanted to hear. I wanted a pic, so I could choose between 2 wood-inlayed Sebenzas. I'm glad you're experiences with them have been good, and know my experiences with them aren't their norm.
 
C'mon now, cut Lone_Wolfe some slack. What ever happened to the customer is always right. And without customers you have NO business???
Put yourself in her shoes; trying to make a decision between 2 wood inlayed Sebenza's which are most likely around a 500 spot each. I too would like to see an additional photo to help me make a decision that I can be happy with. (Especially if other customers have this done). Not a decision that would cause me to send the knife back in and get the other cuz it didn't look that good in person.
Everyone is different and the customer service department and/or sales department should be aware of this. If it's something they can't personally, do ask a supervisor. It's service like that which speaks volumes.
And never insinuate that a customer is not being truthful; that is bad form.

Cam, do everything in your power to make this and every customer feel like they're important! And have a general discussion with the sales/customer service reps regarding that. Don't single anyone out, just a team discussion reiterating the importance of this.
Just my $0.02 as a business owner.

Merry Christmas everyone.
 
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