(Resolved) Goinggear.com can't be bothered to package things correctly

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Comeuppance

Comeuppance

Fixed Blade EDC Emisssary
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I received my pair of Zero Tolerance 0801s110vblk yesterday, and I was immediately surprised by a number of things:

- The package was neither insured nor required a signature, despite the value of the contents.
- The box was damaged, probably in shipment.



- The sole packaging for my $650 order was four airpacks.



- Those airpacks were - unsurprisingly - entirely insufficient protection for the contents.



I’m not exactly super happy about this.

I dropped $650 as a first time customer and got damaged products packaged poorly.

Add on top of that the fact that they are charging $25 over Zero Tolerance’s MAP, and I’m left with the conclusion that I’ve been had.

I’ve overpaid as a first time customer for damaged goods that were packaged poorly.

I like to buy from small shops because of the customer service and personal touches, but this has left a pretty bitter taste in my mouth.


EDIT: They agreed to take the items back and refund my purchase, but stated that is their "standard" packaging for shipping. I only hope they change their standard when they see the items in person...
 
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Dude, that stinks. I would have been in the same boat if the outer shipping box had experienced trauma, because the ZT knife boxes had nothing around them inside the box. They did tuck some brown packaging paper along the side and top to hold the boxes in place. My order was even larger than yours, and mine was also not insured and did not require signature confirmation.

If I were you, I would contact them and demand replacements (they have plenty left) with undamaged boxes...or at least a partial refund due to the damage. If their shipping decisions don't cost them anything, they will not change those decisions.
 
RevDevil said:
This is the rep/owner for Going Gear:
http://www.bladeforums.com/forums/member.php/199885-storl

They haven't posted in a while.
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That's not a huge surprise - they don't come up all that often. I think they've had a few exclusives in the past, but, otherwise, they're just another small outdoorsy boutique with an online presence.

I've already sent an email that was almost exactly 1:1 what I posted here, with some key omissions like order numbers, addresses, etc.
 
Wow, I wouldn't be too happy myself about that myself, I'm awaiting a Victorinox SAK One-hand Trekker from them. I used the USPS - First-Class Package International Service (the cheapest option). I've never had any problems dealing with them in the past.
 
I only ordered one of those GG exclusives and it came in a small USPS Priority Mail box but not extra padding. They should put more padding inside the ZT box and then around the box so that it does not shift during shipment.

I recommend the OP send those back for replacements as I would! As far as insurance and signature confirmation the onus is on the shipper. If it gets lost or damaged they have to rectify it on their own dime.

GG is not as bad as another outfit (KSF) where my recent ZT 0562CF was shipped in nothing more than a jiffy envelope with nothing inside the ZT box. Of course, the corners of the box got bruised. With an envelope it would be easy for the knife to come loose and even escape the envelope entirely!
 
RamZar said:
GG is not as bad as another outfit (KSF) where my recent ZT 0562CF was shipped in nothing more than a jiffy envelope with nothing inside the ZT box. Of course, the corners of the box got bruised. With an envelope it would be easy for the knife to come loose and even escape the envelope entirely!
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The problem with getting something for free is that if you don't like it, you can't get your money back. :)

OTOH, KSF is a major dealer around here. If his packaging doesn't get it to you, he'll get you the next one.

I really hate to hear about these problems because I have seen so many businesses package my orders like it's gold headed to Ft. Knox. Nothing is going wrong with these orders, neither snow nor rain nor heat nor gloom of night stays these packages from their swift arrival at my door!
 
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Sounds like they ran out of bubble packing. Should have been easy enough to crush some newspaper and pad it properly. They should know that a clean factory box is important to knife nuts.
 
Have you contacted GoingGear about this?
Maybe they have a replacement they can send you? Or compensate you for the loss in value?
Those air cushions don't work very well unless you pack them in tight or are smaller than the item being packaged.

I purchase all my flashlights from Going Gear; probably going on about $1000 worth of flashlights by now. I have a problem, I know.
I've had one issue in the past and they were able to take care of it without a hassle.

From what I understand, Going Gear only recently got into the knife selling business maybe last year. They may not be aware of how important pristine boxes are for knife enthusiasts. If you let them know, they may be able to help you out.
 
Esav Benyamin said:
OTOH, KSF is a major dealer around here.
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I thought all BF dealers are on the same level within BF paying the same fees...

Esav Benyamin said:
The problem with getting something for free is that if you don't like it, you can't get your money back. :)

OTOH, KSF is a major dealer around here. If his packaging doesn't get it to you, he'll get you the next one.
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Derrick has already reached out and mentioned to put in the notes of the order to use a box which I'll do going forward. He even offered to exchange the last order but it's too much of a bother and the box was just bruised not crushed.

Esav Benyamin said:
I really hate to hear about these problems because I have seen so many businesses package my orders like it's gold headed to Ft. Knox. Nothing is going wrong with these orders, neither snow nor rain nor heat nor gloom of night stays these packages from their swift arrival at my door!
Click to expand...

I think it's great to hear feedback on packaging. I'd rather there's too much padding than too little and definitely a box rather than an envelope.
 
Hey guys, I'm the owner of Going Gear.

I apologize about the issue with the shipment. If you would like, you can send it back on our dime for a replacement or full refund. I thought we were doing a good job of packaging, but that obviously didn't happen with this shipment. I've already talked with my guys to avoid this in the future. We normally trash those air bubble things, so I'm not sure how they made it into your box. We don't buy them and use brown packaging paper instead. I just made it clear to never use the air bubbles again in the future.

Regarding signature confirmation and insurance, we don't use either on most shipments unless they are requested. We take care of replacements ourselves, so insurance is kind of a waste. When we do signature confirmations on packages, 60-70% of customers complain about it. It's a damned if you do, damned if you don't situation for us. There are some exceptions like LE knives or other items where we can't get a replacement and we always do signature confirmation.

Going forward, an order of that size will have signature confirmation regardless of whether or not anyone requested it. I think we just messed up on this one and I apologize for that. Contact us first next time and I promise we'll make it right.
 
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Seems like GoingGear is interested in making the customer happy. That's great to see. :thumbup:
 
I just want to chime in with a brief thought for future reference. When something like this happens, we need to remember to contact the retailer first. It's not always an easy thing to remember given the excitement of new knives and other gadets, but the shock value these threads have can be long lasting long after things were made right. There are some companies that simply do not care much about a customer after they get your money. But there are many more that do care, they want you satisfied with your purchase both the item and the experience. I too recently placed an order with goinggear and the items made it to me without any damage at all. Feedback is a good thing when done constructively, it allows us to improve our methods and practices, and it looks like GG is making it right. Glad to see it.
 
Glad to hear their on top of it now, i purchased an expensive flashlight from them and had no issues.
 
GG is stellar with customer service..
AS they have piped in and offered too make it right ..what ever it might take it seems.
Perhaps a call and or an email would have been appropriate before all this began?
Thank you for bringing it to all of our attention and Thank You to GG for stepping
up and being the OUTSTANDING company they are too make things right..
I have purchased numerous items from GG and the Customer Service has always been
steps above the norm..
Glad it all worked out for certain
BY the way
USPS employees tend to not have common courtesy..nor common sense..THEREFORE
possibly the condition of the BOXES.
:thumbup:Perfect end to an unsettling event..:thumbup:
 
great customer service.dont bash till you call and see if they will fix the problem we are all human.the fact he is going out of his,way to make it right shows you were a little hasty but I understand with the money you spent.I have just one problem.if you went to all this to complain and he offers to fix on his dime but you cant be bothered to get it fixed?cmon act like adults people
 
RevDevil said:
I just want to chime in with a brief thought for future reference. When something like this happens, we need to remember to contact the retailer first. It's not always an easy thing to remember given the excitement of new knives and other gadets, but the shock value these threads have can be long lasting long after things were made right. There are some companies that simply do not care much about a customer after they get your money. But there are many more that do care, they want you satisfied with your purchase both the item and the experience. I too recently placed an order with goinggear and the items made it to me without any damage at all. Feedback is a good thing when done constructively, it allows us to improve our methods and practices, and it looks like GG is making it right. Glad to see it.
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Well said RevDevil!. :thumbup:

I've always loved dealing with GoingGear.com when I needed to order from the United States. The video reviews made by Storl, which are put up on their YouTube channel, is just icing on the cake for me. :cool:
 
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