New Graham knives

ESAV Benyamin, It is clear and on my last post i stated I did get the difference refunded but it still does not excuse what happened. Just because sombody has a business with a great track record does not mean things like this cant happen. I also wrote a complaint to them via e mail about the situation.
 
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We just lucked up and got those BM we did not realize till you called that those few that we got in where the older model's. We do not check every knife that comes in the store we do have over 5000 items in our store right now so it is a little hard to check everything. PPL do make mistakes and we did make this right with you once we figured out that it was an older model. If we had known it was the wrong model we would have contacted you. No need to make nasty comment's about our company. We work very hard to try to make out customers happy. If it is that big of a deal please send the item back and we will give you a full refund plus your shipping cost both ways I am sure there is someone else that would love to have that knife.
Thanks
Annie :)
 
I just purchased my first knife from New Graham a few days ago, and I feel like I should add to this.

I ordered a Spyderco foliage green Rookie, and chose 3 day shipping. The package arrived on the 3rd day, ok no problem there. When I opened it up, the Spyderco box said J.D Smith, hmmm. So when opening that up sure enough it was a foliage green J.D. Smith. This knife is actually more expensive than the one that I ordered lol. So I call them up and got help from their customer service immediately and with no problems. She told me they are sending out the right knife today and I am sending back the knife that they sent to me by accident.

That is my first experience with New Graham. They sent the wrong knife by accident, but were completely willing to fix it immediately. No problems here from me, I will not hesitate to buy from these guys again.
 
I'm not seeing any "nasty comments" here as stated by Annie. What I read was a dissatisfied customer giving his side of the story. Now, s**t happens that can be explained and not explained. This could have been shipped to NG from BM that way(scuffed from use) or it could have been a return or a demo. In the end, it is the buying customer that needs to be happy. If you are happy, keep it and go on using it. If you are not happy, work it out. But this kind of stuff is what this area is for.

I can see both sides of the coin, but to me it does NOT sound like the issue is fully taken care of on longhair4life's side. You WILL NOT be happy unless you get what you want. So do not just settle for the other knife. I would just get a full refund and look until you find the one you want. If you can't, think of another you really want and by that.
 
Annie,
Thank you for your response. I realize things like this can happen but I just felt let down and dissapointed when I recieved the knife that I did. When i opened the box the invoice said 185.00 and the box had a New Graham sticker price of 145.00 I new something was wrong even before opening it. Like I said I was just dissapointed especially after spending almost 200 dollars after shipping. Also, I never made any nasty remarks. All i have basically said in my posts is that i was dissapointed in the transaction. I know your company has a very good rep and with a that said it puts expectations higher in my opnion.
 
Sorry if I jumped ahead of myself but I love this company and hate to hear negitive things about our store because we do work very hard to give our customers the best we can give. I understand that you are upset we are upset to because we don't like making mistakes but it does happen. We will do whatever we can to make you happy.
Thanks
Annie :)
 
This could have been handled without coming to the forums. Almost like Mcdonalds getting your order wrong at the drive thru and then taking an ad out in the paper to let everyone know.;)
 
chickenplucker said:
This could have been handled without coming to the forums. Almost like Mcdonalds getting your order wrong at the drive thru and then taking an ad out in the paper to let everyone know.;)
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It probably could have, but it wasn't. So now we need to help fulfill the desired end result which is both parties being happy. Not bringing up the obvious.

Annie made a gracious step forward to help remedy the problem and now it is up to Longhair4life to follow-up. Good luck and I hope everything works out.
 
Why not bring it to the forums? My time is valuable and I don't want to have to talk to them after I put in my order or return anything. I used to be a customer of theirs, but their website is not that friendly, so I went back to Knifecenter for everyday purchases.

Seems like Graham doesn't have the best of inventory control. Not checking a box to assure you were given the correct $100+ product upon receipt seems foolish. Not checking two boxex to assure that your customers get what was ordered also seems even more foolish. Graham should have initially apologized and told us they are looking into their inventory control systems to see if they need to be upgraded or if a particular employee needs to be "retrained." The "nasty comments" remark is...nasty. Your customers should always be treated with the utmost respect.
 
Sadly Newgraham will not carry benchmade products anymore so ill have to use other places from now on.
 
Like I said before I am sorry I jumped ahead of myself. I would hope that ppl can understand that we are not able to check every knife that comes through but are glad to check the items upon request from the customers. We are in the process of changing servers so that the website will be more user friendly. Like I said before we do the best we can to make our customers happy.
Annie :)
 
I wasn't going to comment here and will probably regret doing so.. But I feel compelled to state the truth anytime I see negative crap like this surface about any person / company that works as hard as Michael's does to achieve the fine reputation that New Graham Knives has earned and enjoys.

This thread is uncalled for and unjustified plain and simple. The OP mishandled the entire situation by bringing this here from the get-go until such time the customer service issues had a chance to run its due coarse until its inevitable conclusion. After reading all the OP's posts I realize that this is less about a poor customer service experience and more about wanting to be heard and get some attention in a public forum. I have no idea what the motives are behind this, but in my opinion they are without merit.

Mr. Dye's reputation is impeccable. Personally, I have done business with many knife dealers over the years, and a small handful set the standards for the rest of the heap. NGK is, and has been at the top of that list for around a decade now if memory serves. I have full confidence that this situation will be resolved in a most favorable manner at its conclusion.

Anthony
 
I've seen this happen soooo many times on this forum and I just don't get it.

Customer orders a knife, gets less than what they expected.

Store/Manufacturer offers to replace/refund

Customer refuses and then complains about Store/Manufacturer online.

I just don't get it. A mistake was made, that sucks, it's probably gonna take a week to get the right knife/your money back. But it happens, people make mistakes, it's how they handle them that matters. In this case you had the option of a full refund including shipping both ways (which is more than most would do) and you chose to keep the knife. You have nothing to complain about.
 
I must be missing something. You got the wrong knife. When they realized they didn’t have what you actually ordered, you got the option to return it or get the the price difference refunded. You would have had those same two options had they called you ahead of time to inform you of the problem. I'd be bummed they didn't have what I thought I was getting, and maybe even inconvenienced by having to send it back... but my god this is a ridiculous thread.

And in the end you found a use for and kept the knife, so how upset could you be with the outcome?

I'm glad some people see your side of things, because I really can’t understand what the 'problem' still is that necessitated starting this thread... like I said early, your dissapointment is understandable but...
 
sunnyd said:
I wasn't going to comment here and will probably regret doing so.. But I feel compelled to state the truth anytime I see negative crap like this surface about any person / company that works as hard as Michael's does to achieve the fine reputation that New Graham Knives has earned and enjoys.

This thread is uncalled for and unjustified plain and simple. The OP mishandled the entire situation by bringing this here from the get-go until such time the customer service issues had a chance to run its due coarse until its inevitable conclusion. After reading all the OP's posts I realize that this is less about a poor customer service experience and more about wanting to be heard and get some attention in a public forum. I have no idea what the motives are behind this, but in my opinion they are without merit.

Mr. Dye's reputation is impeccable. Personally, I have done business with many knife dealers over the years, and a small handful set the standards for the rest of the heap. NGK is, and has been at the top of that list for around a decade now if memory serves. I have full confidence that this situation will be resolved in a most favorable manner at its conclusion.

Anthony
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Very well said. My feelings about NGK exactly.

Dekz said:
I've seen this happen soooo many times on this forum and I just don't get it.

Customer orders a knife, gets less than what they expected.

Store/Manufacturer offers to replace/refund

Customer refuses and then complains about Store/Manufacturer online.
Click to expand...

I've never understood this either. I think in this case sunnyd nailed it.

after reading all the OP's posts I realize that this is less about a poor customer service experience and more about wanting to be heard and get some attention in a public forum.
Click to expand...
 
Mike's out of town today and I'm sure he's not going to be happy about seeing this post but what's done is done.

The facts as I see them are:

-Longhair4life received the wrong, that was our fault.
-Longhair4life called us and told us about our mistake.
-Longhair4life decided to keep the knife and a refund of the price difference.
-End of that story, or should have been.

Next chapter:

-Longhair4life complains about the transaction on Bladeforums, thats his right, we have no problem with that, but he should have stated that he chose to keep the knife and accept a refund and not leave it open that we somehow were ignoring him.

-Emotions get high, misunderstandings abound. Time to end that is now.

-Our employee Annie, on Bladeforms offers again to fully refund the knife plus shipping.

I can not see where anything else could have been done in this situation on our part to make it right with the customer.

I am sorry a customer is not happy, but we tried our best to make him happy and it has not worked

This is what customer service is about, make things right when you make a mistake, we tried and I doubt we deserved Longhair4life's time in making this post but its been done.
Our customer service should not have been called into question, We did take care of the customer to his satisfaction as far as he let us know. If he was not satisfied he should have said so.

Longhair4life, the offer is on the table to refund your money, your shipping. It's up to you now, as it always has been, on what you want to do about it, we can't make those decisions.



Tom Walker
 
"FEEDBACK: The Good, The Bad, The Ugly! This is your area to tell about your experiences (Good or Bad)"

This is the area this is posted in and i am telling you about my experience. I will not post anymore on this subject.
 
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