My first and last Blade HQ order

[triggahappy]

I want to jump in and say bladehq has gone out of their way to make things perfect for me. I had a ZT560 I got from them, must've been last summer now… and when I received the knife I noticed a slight nick/chip in the edge, and I mean slight. But for a $260 knife I wanted to see if something could be done. So I sent them an email and within an hour of sending the initial email I had a shipping label sent to me from bladehq to send the chipped knife back and received a perfect knife within days. I was in awe of how quick and receptive their customer service was to such a minor issue and I will be a customer for life, no doubt about it.

 

[gastonian]

I have received excellent customer service from Blade HQ on an issue that was entirely my fault.

I received prompt courteous emails that solved my problem.

Blade HQ provided me with the kind of customer service that is hard to come by today.

They truly stepped up and made me a customer for life.:thumbup:

 

[mquez]

I will say this, BHQ needs to add pictures of each inlay sebenza like say the wood inlays and mammoth. I know they have a couple mammoth inlays in stock now. Why have i not placed an order for one you ask?? I have not bothered to place an order because they only show one picture. I have yet to come across a mammoth that has been the same other than the all white ivory. Instead of contacting them about sending me some pictures i just don't bother, it saves me money, also BHQ is loosing out on what could be a possible quick sale. I hope Blade HQ sees this and is made aware that they really need to add pictures of each individual knife when it comes to the CRK caliber and so forth. I say this with all the respect in the world. I have had nothing but outstanding service from BladeHQ!!!

 

[BladeHQ]

It only upset me after I saw other getting pics of the same knives.

Yes, that would be upsetting. I don't know what your timeline is like but after our experience with you (back in April) our company decided it would make better efforts to accomodate people who wanted custom pictures.

I don't have any kind of vendetta here. We didn't take a picture for you. You feel I was rude to you. You're unhappy with us. All rhetoric aside how can I fix it for you? Do you want it fixed?

-Cam

 

[Ken44]

Yes, that would be upsetting. I don't know what your timeline is like but after our experience with you (back in April) our company decided it would make better efforts to accomodate people who wanted custom pictures.

I don't have any kind of vendetta here. We didn't take a picture for you. You feel I was rude to you. You're unhappy with us. All rhetoric aside how can I fix it for you? Do you want it fixed?

-Cam

I have no idea about the dealing you two have had, but I do feel you should tell people the knife pictured may not be the one they will be getting on the CRK models with wood.

There's a thread in the CRK room were a customer thought he was getting the knife pictured since it didn't say otherwise.
He had to pay to ship it back and pay a 15% restocking fee.

I suggested he PM you about the 15% fee since he had no way of knowing he wasn't getting the knife pictured.
I told him I thought you would take care of the 15%.
Thanks.
edit- update..the guy just stated that he kept it after factoring in the fee. He only sent the one back to KA, and they didn't charge him a 15% fee.

 

[cncpro11]

I had exactly one issue with a knife ordered from Blade HQ and the fine folks there were nothing less than professional and courteous.

I called and spoke to a gentleman and he hand picked a replacement and put it in his desk to ship out the same day that he received the defective one.

It sucks that you had a bad experience but it sounds like you will be taken care of.

ETA: speaking of CRK's and Blade HQ, I ordered one Sebenza from you and had zero communication in return, not even an order confirmation?
The knife was delivered in a timely manner, but shipping and tracking info on my $485 investment would have been nice.
Not trying to hammer you guys as you are still my go-to online store.

 

[BlackKnight86]

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.

I am not trying to pick on Lone Wolf. When one of my soldiers used the phrase "pretty much" or the word "implied", the first thing I did was ask what, EXACTLY, was said or done. "Pretty much" is what people say when they mean "that's what I heard"; and "imply" is what people say when actually they "infer" something from what was said. The only way for a third party who didn't hear the conversation to determine what was actually meant is for them to have an exact transcript; and even then the lack of knowledge regarding tone and body language might still render it impossible.

Blade HQ is someone's business. "The customer is always right" is a saying designed to remind employees of the importance of good customer service; it was never meant to be taken literally. Whatever happened to the etiquette principle of never assuming malice that which can be explained by something innocent? If this were a demonstrable pattern backed by numerous examples over a period of time, that would be one thing. But it is obviously not; and it's not good form to bad-mouth anyone - customer or business - without good reason.

I do put myself in her shoes. When I buy things off the internet, I'm taking a chance....that is the nature of the beast. Pictures are good; but if there is a legitimate reason that a company cannot support individualized service at that level, that does not mean they are "bad". And human beings do not always have good days every day....I would have loved to witness the exchange, to see what was asked and what was responded, and more importantly, HOW they were asked and responded.

 

[BladeHQ]

I have no idea about the dealing you two have had, but I do feel you should tell people the knife pictured may not be the one they will be getting on the CRK models with wood.

There's a thread in the CRK room were a customer thought he was getting the knife pictured since it didn't say otherwise.
He had to pay to ship it back and pay a 15% restocking fee.

Ah, that's a good idea! I'm embarrassed the listings don't say that now. I will have that remedied in the next few days.

I'm not sure when the situation you described above occurred, but any restocking fees incurred by a customer would be 5% maximum (unless the knife was used). There is no restocking for any exchange. That being said, in the situation you described above we would waive the restocking fee.

Cam

 

[BladeHQ]

ETA: speaking of CRK's and Blade HQ, I ordered one Sebenza from you and had zero communication in return, not even an order confirmation?
The knife was delivered in a timely manner, but shipping and tracking info on my $485 investment would have been nice.
Not trying to hammer you guys as you are still my go-to online store.

We send out an email when an item is ordered and one when it is shipped (with tracking info). If you don't get any emails from us then something is wrong. It could be on our end (i.e. a temporary email server issue) or it could be on your end (i.e. emails going into a SPAM folder). On future orders if there appears to be no communication from us please shoot us an email or call in. Thanks!

Cam

 

[yonderhill]

Funny how i got convinced to buy from bladehq from reading this forum...

 

[Lone_Wolfe]

Yes, that would be upsetting. I don't know what your timeline is like but after our experience with you (back in April) our company decided it would make better efforts to accomodate people who wanted custom pictures.

I don't have any kind of vendetta here. We didn't take a picture for you. You feel I was rude to you. You're unhappy with us. All rhetoric aside how can I fix it for you? Do you want it fixed?

-Cam

It's obviously too late to go back and take pics of the knives in question, I'm sure they're long gone. As for timeline, it was early this year. I was aware of instances where people got individual pics both before and after I requested mine. It was at another BF'ers suggestion that I asked for them, because he'd gotten them when he was choosing a wood inlayed CRK also. Since not much else could be done, an apology for blowing me off like you did would go a long way.

I will say this, BHQ needs to add pictures of each inlay sebenza like say the wood inlays and mammoth. I know they have a couple mammoth inlays in stock now. Why have i not placed an order for one you ask?? I have not bothered to place an order because they only show one picture. I have yet to come across a mammoth that has been the same other than the all white ivory. Instead of contacting them about sending me some pictures i just don't bother, it saves me money, also BHQ is loosing out on what could be a possible quick sale. I hope Blade HQ sees this and is made aware that they really need to add pictures of each individual knife when it comes to the CRK caliber and so forth. I say this with all the respect in the world. I have had nothing but outstanding service from BladeHQ!!!

^^^ This. Just like individual pics are posted of UG's, they're also needed for inlays and mammoth bark, as they can vary wildly from one knife to another. Just look at various pics of Honduran Rosewood Sebs for example, and aren't they a BHQ exclusive? I have 3, all bought here on BF, and none look anything like the others.

I am not trying to pick on Lone Wolf. When one of my soldiers used the phrase "pretty much" or the word "implied", the first thing I did was ask what, EXACTLY, was said or done. "Pretty much" is what people say when they mean "that's what I heard"; and "imply" is what people say when actually they "infer" something from what was said. The only way for a third party who didn't hear the conversation to determine what was actually meant is for them to have an exact transcript; and even then the lack of knowledge regarding tone and body language might still render it impossible.

Blade HQ is someone's business. "The customer is always right" is a saying designed to remind employees of the importance of good customer service; it was never meant to be taken literally. Whatever happened to the etiquette principle of never assuming malice that which can be explained by something innocent? If this were a demonstrable pattern backed by numerous examples over a period of time, that would be one thing. But it is obviously not; and it's not good form to bad-mouth anyone - customer or business - without good reason.

I do put myself in her shoes. When I buy things off the internet, I'm taking a chance....that is the nature of the beast. Pictures are good; but if there is a legitimate reason that a company cannot support individualized service at that level, that does not mean they are "bad". And human beings do not always have good days every day....I would have loved to witness the exchange, to see what was asked and what was responded, and more importantly, HOW they were asked and responded.

Yey, instead of doing exactly that, you threw the "brown flag". Had BladeHQ done what your suggesting here, asked exactly what was said, I'd have forwarded him the entire email conversation so he could see for himself. He didn't, and that's what left me with a bad taste in my mouth.

You say it's not good form to bad-mouth a business without good reason, but who gets to decide if it's good reason? You? Me? The OP? I think I'm best qualified to decide if my reasons are goon, and you're best qualified to judge your own reasons.

"a company cannot support individualized service at that level" As I stated before, they'd already shown that they could. The rep just chose not to for me, in spite of a polite request. That's not good CS in my eyes. I'm glad to hear BladeHQ has addressed this and the issues of the notice of the knife shown not being the one they'll receive. They have an overall good rep for a reason.

 

[BladeHQ]

I was aware of instances where people got individual pics both before and after I requested mine. It was at another BF'ers suggestion that I asked for them, because he'd gotten them when he was choosing a wood inlayed CRK also. Since not much else could be done, an apology for blowing me off like you did would go a long way.

It was not my intent to blow you off- from my point of view you had asked us to do something we didn't do. Knowing what I do know I would absolutely have intervened and gotten the requested pictures for you. I am sorry for the misunderstanding and I apologize that I didn't assist you further at the time.

Cam

 

[BlackKnight86]

Yey, instead of doing exactly that, you threw the "brown flag". Had BladeHQ done what your suggesting here, asked exactly what was said, I'd have forwarded him the entire email conversation so he could see for himself. He didn't, and that's what left me with a bad taste in my mouth.

I "threw the brown flag" because you were presenting your own paraphrase of a conversation; and you as much as admitted that. Let me ask you this....if the email conversation was available, and if this were such an issue; then why didn't you forward them to BladeHQ from the start? Why would he have had to ask for them?

You say it's not good form to bad-mouth a business without good reason, but who gets to decide if it's good reason? You? Me? The OP? I think I'm best qualified to decide if my reasons are goon, and you're best qualified to judge your own reasons.

Of course. But you made it public. So those who like BladeHQ are best qualified to judge if your reasons are good enough for THEM to avoid stepping in to defend a company that they like.

"a company cannot support individualized service at that level" As I stated before, they'd already shown that they could. The rep just chose not to for me, in spite of a polite request. That's not good CS in my eyes. I'm glad to hear BladeHQ has addressed this and the issues of the notice of the knife shown not being the one they'll receive. They have an overall good rep for a reason.

So if an individual rep violates company policy, all of them have to just to be consistent, regardless of the reason for the policy? That doesn't sound so much like good CS....it sounds like bad business.

 

[roughedges]

Just thought I'd throw in my $.02 here and say that I've always been happy with BladeHQ service, even the one time when I received a knife that I wasn't happy with.

That being said, and admitting that I'm not currently in the market for anything like this, pictures of the exact knife for higher end production knives such as CRK with inlaid or ug handles or Protech Limited editions would definitely be nice.

 

[shaving sharp]

I think the last ten knives I have purchased from an internet store has been Blade HQ. I have never had a problem and would buy from them again without hesitation.

 

[Lone_Wolfe]

It was not my intent to blow you off- from my point of view you had asked us to do something we didn't do. Knowing what I do know I would absolutely have intervened and gotten the requested pictures for you. I am sorry for the misunderstanding and I apologize that I didn't assist you further at the time.

Cam

It was really the rudeness that bothered me, and by the time you wrote me it was too late for those pics, but apology accepted. I hope you'll make it policy to send pics to anyone from now on, not just to 'make up' for a trasngression.

I "threw the brown flag" because you were presenting your own paraphrase of a conversation; and you as much as admitted that. Let me ask you this....if the email conversation was available, and if this were such an issue; then why didn't you forward them to BladeHQ from the start? Why would he have had to ask for them?

So you'd ask your soldiers what the exact words are, but not someone online? Gotcha, that's all I need to know here. BTW, it seems I'm not the only one who had a similar experience, you going to say the same thing to him?

There are two that have lost my business ...HQ and KA...no more. They have been down right rude when asking for an actual photo of what I'm buying. Isn't it interesting how they use a beautiful example for the "stock" photo.

As for your question, that's the only email address I had at the time or have now for Blade HQ.

Of course. But you made it public. So those who like BladeHQ are best qualified to judge if your reasons are good enough for THEM to avoid stepping in to defend a company that they like.

Defend all you like. Just don't accuse me of lying when I didn't. Plenty of people have come in this thread talking of their good experiences with Blade HQ without ASS-U-ming I was making things up.

So if an individual rep violates company policy, all of them have to just to be consistent, regardless of the reason for the policy? That doesn't sound so much like good CS....it sounds like bad business.

Actually, it sounds like something the company owner needs to address. Just like an employee being rude in his refusal. As you'll see from Blade HQ's other posts in here, he plans to address the issue.

 

[BlackKnight86]

Apology accepted. I hope you'll make it policy to send pics to anyone from now on, not just to 'make up' for a trasngression.

I'm detecting a sense of entitlement combined with a sensitivity to offense in your written word, Lone Wolfe. Was this how it was in your initial emails to BladeHQ?

So you'd ask your soldiers what the exact words are, but not someone online? Gotcha, that's all I need to know here. BTW, it seems I'm not the only one who had a similar experience, you going to say the same thing to him?

Okay.....still missing the point. This is less about your individual purchasing experience and more about your admitted paraphrasing of a conversation in an attempt to publically call out a forum business member. If you have an issue, you do not present your interpretation of something of which you claim to have a physical record....you present the actual record. Let me give you an example:

Vendor: I'm sorry, but we cannot support your request.

Disgruntled forumite: They pretty much told me to buzz off!

See, those two do not register as the same thing; and it's impossible for us to determine otherwise unless we see what actually occurred, rather than rely on a one-sided presentation that the presentor essentially admits was a non-verbatim interpretation.

And a company that declines to violate its policies is not rude.

As for your question, that's the only email address I had at the time or have now for Blade HQ.

I don't understand this. You apparently were able to send text of some kind to BladeHQ in order to complain; but somehow you were prevented from copying or typing in the specific text that forms the crux of your issue so that you could say, "I have a problem with this treatment: [text follows]"? You must be using a different software from mine.....

Defend all you like. Just don't accuse me of lying when I didn't. Plenty of people have come in this thread talking of their good experiences with Blade HQ without ASS-U-ming I was making things up.

Who accused you of lying? I whole-heartedly believe that you actually feel that your interpretation is the correct one....which is a whole other problem in and of itself. But like I said, if the issue was truly as great as you describe, then the words will speak for themselves. Without those words, it is impossible to determine accuracy; and you actually admitted that you not only paraphrased but you interpreted "tone"....from an email conversation, I'm gathering from what you said in post 51. Not sure how you pulled that off.

I'm calling BS on the elements in the story, not on whether or not you believe it, which would be the material element in any accusation of lying.

 

[Lone_Wolfe]

I'm detecting a sense of entitlement combined with a sensitivity to offense in your written word, Lone Wolfe. Was this how it was in your initial emails to BladeHQ?
.

This is hilarious, you're really reaching here! Do you really not know the difference between hoping for something and expecting it? Wow, if you don't, I can't help you here. And I've already said I asked politely, that's already on the table.

Okay.....still missing the point. This is less about your individual purchasing experience and more about your admitted paraphrasing of a conversation in an attempt to publically call out a forum business member. If you have an issue, you do not present your interpretation of something of which you claim to have a physical record....you present the actual record. Let me give you an example:

Vendor: I'm sorry, but we cannot support your request.

Disgruntled forumite: They pretty much told me to buzz off!

See, those two do not register as the same thing; and it's impossible for us to determine otherwise unless we see what actually occurred, rather than rely on a one-sided presentation that the presentor essentially admits was a non-verbatim interpretation.

And a company that declines to violate its policies is not rude.

.

So anyone who describes a conversation instead of quoting it is lying, is that what you're saying? So if I descibe something I witness instead of showing you video am I lying, too? Wow, you're reaching here too. It's not at all uncommon for someone to say another person was rude and not quote the entire conversation. Not sure why you decide to show out in this case, but you're wrong. The employee was rude, and that's why I posted that he was rude. Up until then I didn't have a single issue with Blade HQ, so I wouldn't have posted that they did something they didn't. I collect a brand of knives that they sell, I'd have rather they been polite, whether I got the pics or not. I might have posted that they didn't give me the pics, but I wouldn't have called him rude.

And yes, they do violate policy selectively.

I don't understand this. You apparently were able to send text of some kind to BladeHQ in order to complain; but somehow you were prevented from copying or typing in the specific text that forms the crux of your issue so that you could say, "I have a problem with this treatment: [text follows]"? You must be using a different software from mine.....
.

Wow, reaching again, or do you not get this either? I clicked on the link on their website to contact them. A reasonable person would figure clicking that same link or responding to the same email would get the same person.

You also seem to think I had some obligation to try to talk to them anymore when I didn't. I was well within my rights to post about my experience with them in a forum called Good, Bad, & Ugly. That's exactly what this is for, to post your experiences with seller, buyers, vendors, etc. I've posted many good experiences in here and a few not so good. So sorry that you got upset that I posted my experience with a vendor that you like. But I'll do it again, because that's how people know what to expect from a vendor or seller.

Who accused you of lying? I whole-heartedly believe that you actually feel that your interpretation is the correct one....which is a whole other problem in and of itself. But like I said, if the issue was truly as great as you describe, then the words will speak for themselves. Without those words, it is impossible to determine accuracy; and you actually admitted that you not only paraphrased but you interpreted "tone"....from an email conversation, I'm gathering from what you said in post 51. Not sure how you pulled that off.

I'm calling BS on the elements in the story, not on whether or not you believe it, which would be the material element in any accusation of lying.

Now you're going to try to say that the "brown flag" doesn't mean 'bull****'? Because that's what lying is, bull****ing. And I didn't have to 'pull anything off', I can read. Can you tell by someone's words on paper or computer screen when they are blowing you off? If the words convey it, I can. I'm guessing you can, too. So stow your brown flag, Blade HQ's employee was rude to me and has been to others, too. Are you going to go start a fight with them, too? I already gave you the link to where to find them.

 

[Sulaco]

I can't believe the mods are letting this thread drag on. They must all be on Christmas break already. I just wanted to add that any dealings I've ever had with BladeHQ have been great. They make up one of the three big online retailers I deal with and at this point, probably the one I'll use the most going forward. I just don't have any problems with them.

 

[j4ckwr4th]

Sshhh it's getting good. What happens next in the epic tale of lone wolf versus black knight. The copy pasting of each others arguments is classic. Text wall incoming lol.
But getting off topic is kinda how you kill forums....
Who would stick around if every time they clicked a link the thread starts with the topic in the name and ends with two cartoonist versions of adults calling bad form on one another for several hours publicly.......