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New Graham knives
- Thread starter Longhair4life
- Start date
OK,
I got my BM42, which I ordered last week from NGK, in the mail today and it was also the wrong blade steel.
So I call them up, immediately get a person on the phone and as soon as I just mentioned I received my BM42 today the lady knew why I called and told me that I could get the difference refunded or the whole knife plus shipping refunded.
Yes, they sent the wrong knife, but nothing on the outside of the box indicates what steel the blade is and don't think for a sec that they can go and check every single knife they stock. It was an honest mistake and they took care of me right away when I called.
What more do you want.
NGK is a fantastic company, and in a way I'm happy this happened, because it proved to me first hand how outstanding their CS is.
I will not hesitate to buy from them again, as I have in the past. :thumbup:
I got my BM42, which I ordered last week from NGK, in the mail today and it was also the wrong blade steel.
So I call them up, immediately get a person on the phone and as soon as I just mentioned I received my BM42 today the lady knew why I called and told me that I could get the difference refunded or the whole knife plus shipping refunded.
Yes, they sent the wrong knife, but nothing on the outside of the box indicates what steel the blade is and don't think for a sec that they can go and check every single knife they stock. It was an honest mistake and they took care of me right away when I called.
What more do you want.
NGK is a fantastic company, and in a way I'm happy this happened, because it proved to me first hand how outstanding their CS is.
I will not hesitate to buy from them again, as I have in the past. :thumbup:
- Joined
- Aug 10, 2006
- Messages
- 7,250
I'd like to chime in and say that I've never received anything less than 100% perfect customer service from NGK. They are absolutely tops in my book, and for pretty much everyone else who has ever dealt with them. There is just no pleasing some people.
For those of us who can actually visit their store in person, it's even better. No matter how long I took to make a selection, or what questions I asked, I was never made to feel like I was taking up their time, or that they were anything less than glad to help.
At least one Saturday i walked in the door ten minutes before closing, (I wasn't aware of the store hours for Saturday and it was a spur of the moment decision to go there.) and I didn't feel rushed and it was actually a couple of minutes after time to close before I made it out of there. (Sorry ladies.
)
EVERY time I go there it's like walking into an old friends house for a visit.
If I go in there and just come out with a Blade magazine, I'm treated the same as if I bought a Sebenza.
Everybody can have a bad day, I'm sure the ladies at NGK have their share, but my experience with them have been above and beyond.
Maybe he called them right after they got done with having to put up with me and my family.
At least one Saturday i walked in the door ten minutes before closing, (I wasn't aware of the store hours for Saturday and it was a spur of the moment decision to go there.) and I didn't feel rushed and it was actually a couple of minutes after time to close before I made it out of there. (Sorry ladies.
)EVERY time I go there it's like walking into an old friends house for a visit.
If I go in there and just come out with a Blade magazine, I'm treated the same as if I bought a Sebenza.
Everybody can have a bad day, I'm sure the ladies at NGK have their share, but my experience with them have been above and beyond.
Maybe he called them right after they got done with having to put up with me and my family.
For many I'm sure they seem like just another voice on the phone, or another site to order from. This is the far from the truth.
Fortunately I live close enough to be able to drop in every now and then too. I've literally spent hours going thru all the cases, opening box after box and asking a lot of questions. Mary Beth (when she was there) even went so far as to meet me on her way home to deliver my knives so I would get them the same day and wouldn't have to pay shipping. Annie has been great to work with, and you can't say enough good things about Mike. They're all straight up professionals.
And the lunch counter serves up some great grub! :thumbup:
brownshoe
I support this site with my MIND
- Joined
- Sep 6, 2002
- Messages
- 9,999
So on this thread we've got 4 people with screwed up orders from New Graham. Two because their staff can't read the box they sent. One because they didn't read the order and reconcile it with what is in the box. And one because the box was not annotated with the product variation.
All that sounds like poor inventory control. In one case it would have cost New Graham money if the customer hadn't been honest. In all cases it cost the customer time.
New Graham blames "human error" and doesn't bother to indicate that they will investigate the causes nor change their procedures. The owner even pretty much states that shipping quick is more important than shipping the right product. It is really nice that New Graham will refund your money or ship the right thing when the err. However, this is a basic customer expectation and nothing "special" about their service.
Another customer expectation is to receive what you ordered. Maybe I'm lucky, but outside of backorders, I've received every mail order or internet order correctly for the last 5 years. Too many to count. Blaming human error for poor inventory control is BS when there are multiple instatnces and other firms can do it right.
Per Wolfman601, what is "unreasonable" about expecting to receive the correct order? What is "unreasonable" about finding that missed orders are not an isolated occurance for this firm? Wolfman601, nobody asked for anything more than the correct order to be shipped. No one asked for fee scagels and one person generously returned a knife he did not order, but was less expensive than what was ordered.
All that sounds like poor inventory control. In one case it would have cost New Graham money if the customer hadn't been honest. In all cases it cost the customer time.
New Graham blames "human error" and doesn't bother to indicate that they will investigate the causes nor change their procedures. The owner even pretty much states that shipping quick is more important than shipping the right product. It is really nice that New Graham will refund your money or ship the right thing when the err. However, this is a basic customer expectation and nothing "special" about their service.
Another customer expectation is to receive what you ordered. Maybe I'm lucky, but outside of backorders, I've received every mail order or internet order correctly for the last 5 years. Too many to count. Blaming human error for poor inventory control is BS when there are multiple instatnces and other firms can do it right.
Per Wolfman601, what is "unreasonable" about expecting to receive the correct order? What is "unreasonable" about finding that missed orders are not an isolated occurance for this firm? Wolfman601, nobody asked for anything more than the correct order to be shipped. No one asked for fee scagels and one person generously returned a knife he did not order, but was less expensive than what was ordered.
Sounds exactly like something a 9 to 5er would say with no experience with the big picture of a company like NGK.
Errors happen, there is no avoiding this in the real world. Using the example of a mail order business, the more volume of goods you move, the more likely it is that errors will occur.
As I mentioned before, it is simply not possible to check every box with a knife in it to make sure what it is, what condition the knife is in and still keep the prices as low as NGK does, especially considering the amount of knives they stock and move.
You are like the guys watching a football game from their couch and telling all their drunk buddies how he would have done that play differently and how he could coach the team better. :jerkit:
I don't know anyone at NGK and I was not offended or had my "fanboy" feelings hurt by your post.
You just don't know what you're talking about.
Wow SPX,
I had no idea about Mary Beth toten knives to deliver for you back in the day. That's incredible service. Talk about going well above and beyond the call and real old fashion Personal Customer Service! But knowing how I am treated via the website and on the telephone, this doesn't surprise me in the least.. Unfortunately, I don't live anywhere near the store so I can only comment on the website service which has always been stellar. But thanks SPX for enlightening the rest of us on how things are in person. Its the same feeling I get when shopping online and frankly I will always support the folks at NGK because of this fine service. :thumbup:
- Joined
- Nov 26, 1999
- Messages
- 3,779
Cheez! I have no civil reply to that.
brownshoe, I am completely embarrassed for you..
All your posts as of late in all the threads where you have contributed are a real CRY for HELP.
I realize you support this site with your mind, and your time, but mostly you support this site with your demented negativity!.
Its quite sad really 
Smoke & Prayers sent for you brother. No, really I mean it, because you really need it in the worst way!! :thumbup:
Perhaps you should take a break and do a little soul searching? What do you say?
All the best in your speedy recovery ~ ~ ><> ~ ~
All your posts as of late in all the threads where you have contributed are a real CRY for HELP.
I realize you support this site with your mind, and your time, but mostly you support this site with your demented negativity!.
Its quite sad really
Smoke & Prayers sent for you brother. No, really I mean it, because you really need it in the worst way!! :thumbup:
Perhaps you should take a break and do a little soul searching? What do you say?
All the best in your speedy recovery ~ ~ ><> ~ ~
- Joined
- Nov 16, 2002
- Messages
- 9,948
You may have to tell Annie and Tom to find new jobs. Four known mistakes out of several thousand orders isn't 100% perfect. Someone who's done nothing has no mistakes and is therefore 100% perfect. How can anyone compete with that?
SchneiderMan
BOUNCED EMAIL: I need to update my email address in my profile!
- Joined
- Feb 14, 2009
- Messages
- 62
i just got my benchmade mini griptilian from Ngk today, wow its a great knife! my first bm. i wish they would still be getting knives from benchmade ):
A++ service, thanks newgraham!! i will order again.
A++ service, thanks newgraham!! i will order again.
- Joined
- Sep 28, 2005
- Messages
- 4,527
New Graham is THE site I use for USA purchases. I have bought multiple knives multiple times over the last couple of years from them. They have made 2 mistakes in all of the orders I have made from them (thousands of dollars worth), and corrected them immediately. Before I broke my legs I was a crew leader for an oilfield supply warehouse that did over a million dollars a month shipping out low profit supplies. With over 200 orders per week guess what- Mistakes occasionally happened. People got pissed, things got fixed, and some impatient grumps were always pissed at me and would complain every time I called- regardless of why. Then there were those level headed gentlemen who realized that an honest mistake happened and appreciated the admission of a mistake and how I fixed it.
Guess which of the 2 personalities some of us here are!
I will continue to use NGK for the forseeable future- guess BM isn't getting any more of my $.
Guess which of the 2 personalities some of us here are!
I will continue to use NGK for the forseeable future- guess BM isn't getting any more of my $.
Yeah. I'm feeling pressed to prove my loyalty with my wallet as well. I'd be even happier if I were using my wife's credit card to prove my loyalty, but a man does what he's got to do. Now to decide which knife I can't live without today . . .
And thanks to NGK for all the smiles they've brought me over the time I've been buying from them!!!!!!!!!!!!!
- Joined
- Dec 18, 2008
- Messages
- 1,019
I'm not sure where the owner says this in his post, but I read through them for the 3rd time and did not see anything like that posted!
Quote:
" The owner even pretty much states that shipping quick is more important than shipping the right product. It is really nice that New Graham will refund your money or ship the right thing when the err. However, this is a basic customer expectation and nothing "special" about their service."
I couldn't come up with anything even close to this.
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