Something that really burns my hide !

C

Cumberland Knives

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Jul 17, 1999
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After being in this business for several years, I have gotten very thick skinned when it comes to most things. However, I am currently dealing with an issue that really gets me.

Here it is:

As a part of my normal business practice, I routinely match prices with competitors at a customer's request. Hell, I'm even the creator of Haggling Thursdays !

I have a customer who makes a purchase, I charge them, their knife ships, then a couple of days later...they find a cheaper price somewhere else and want me to credit them the difference.

If they had come to me with this before ordering, I would have matched the price without a second thought. But, to me, when a deal is done, it is done, period.

I told the customer he could send the knife back, at his expense, and buy somewhere else if he liked, but I'm not going to do it. I can guess what his response will be, he'll want me to pay return shipping too.

What do you guys think about this ?



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Visit john@cumberlandknives.com

<A HREF="http://www.cumberland-knives.com" TARGET=_blank>www.cumberland-knives.com
</A>
for all your knife needs.
 
Don't let it get to you. What if it worked the other way, and a custom knife appreciated in value? Would they want to pay you the difference in a few year's time?

You're right, a deal is a deal. I bet the customer doesn't even get upset when you say no -- just trying to promote a little extra in case you fall for it.

This is the same guy, I bet, who offers to buy a knife on the Exchange forums, then backs out before sending the money when he finds a "better" deal elsewhere. Don't lose sleep over anyone so petty.
 
Well, see, that's why I shop around *before* I buy. It's not fair to the dealer to expect him or her to match a price that they don't know about, and it's not their responsibility to do so. I can understand why you'd be pissed. Seems like just sour grapes from someone who didn't do their research throroughly.
 
I don't haggle, I don't ask for discounts or reduced shipping...it is just not worth it to me. I rather have the customer service and not worry about the pennies.

I would tell this guy to pack it.

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~Greg Mete~
Kodiak Alaska
Buck Collectors Club-Lifetime Member
JKM-Chai
KnifeKnutt@aol.com
 
Your approach is same as mine...i.e. offer a good deal, good service and let the consumer make an informed choice. Whinning over a few dollars post deal shows lack of maturity. Guys like the one you are currently dealing with are in the minority tho..most I have dealt with knew what they wanted and knew a fair price when they saw it. JMO...ICBW Regards, Mike
 
Unless you have a stated policy that you will match lower prices after the sale there is no way anyone could expect that kind of a deal.

I've seen a couple of the HUGE chain monsters offer that kind of a deal, department stores or home centers that is. But to expect that as a course of business, come on...

Heck, car dealers would go out of business!

Brandon
 
You did a right thing to politely tell them to go to hell. Some people just have no limits...
I don't even think that you are under any obligation to accept the knives back even if they pay the shipping. Deal is a deal. Why to teach morons that they can keep getting away with being one big pain in the butt.

I was your customer once or twice and was very happy with the service. Regardless of what you do in this case people will hear good things from me about Cumberland Knives.

Kris
 
If you took it back and he paid all the cost for both trips at least you would not loose anything. I don't think it's right that you should have to. He is not playing fair at all. Now if you charged him $500 more than it should have been that's different. But we all know you would not do that. One thing for sure I would not trade with him again if he acts this way over a few bucks.
 
Grownups shop BEFORE they buy. A done deal is final when the goods have been delivered and payment received. I daresay that 99.99% of forumites feel this way. My butt would be burning too, if someone tried that with me!

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AKTI Member #A000934
"Always just one knife short of perfection!"
 
I agree with everyone else. BTW, Cumberland Knives is one of the only two dealers I do business with regularly. They continue to impress me with quality of service and great prices.

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Brian
The first knife was probably used to cut stuff.
 
Here's your answers Reload,

1. Policy has not changed, if a customer asks for me to beat a price, I will beat it, if they ask me to match a price, I will match it. In this case, the customer is asking for a price match, therefore that is the issue at hand.

2. The guarantee applies up to the point to where the order is placed. There is no "back up" to this guarantee, because it has never been needed, and never will be.

3. If I can get the discontinued, or closeout merchandise, I'll match or beat prices on that too. If I can't get it, ie. because it is discontinued...the customer is out of luck.

4. The amount of "credit" asked for is $17.45

5. It is worth losing a paying customer, that is already displaying signs of being problematic. Also, this would set a horrible precident, which if I followed, could easily run me out of business.

6. It is, and you are right about that. However, it has never been uncommon for the occasional dealer's view to be expressed here. If I am found in error about this, then I would ask that this post be closed.

Thanks for Making America a Great Place to Live !

------------------
Visit john@cumberlandknives.com

<A HREF="http://www.cumberland-knives.com" TARGET=_blank>www.cumberland-knives.com
</A>
for all your knife needs.
 
What about charging a restocking fee (15% or so) on returns that do not involve defective products? If an adult is haggling over pennies, they should be spending their money on something else & they are probably not worth having as a customer.
 
Don't sweat it. The guy is a putz. FWIW I have done business with you and would do so again without hesitation.

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Although it does not mindfully keep guard in the small mountain fields, the scarecrow does not stand in vain
Bukkoku
 
What I really hate is when someone tells you a knife has already shipped, when in fact, it doesn't ship til a week later. I guess we all have our burdens when it comes to dealing over the 'net.
David

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AKTI# A000150
NC Custom Knifemakers Guild member
NC Knife Knuts member
 
Deleted

[This message has been edited by Reload (edited 03-21-2001).]

[This message has been edited by Reload (edited 03-22-2001).]
 
not in the mood for argueing today. I've stated my point and am finished with this subject.

------------------
Visit john@cumberlandknives.com

<A HREF="http://www.cumberland-knives.com" TARGET=_blank>www.cumberland-knives.com
</A>
for all your knife needs.
 
So to re-visit a point made earlier, the knife sellers here both private and dealer are taking it on the chin in terms of overhaed, expenditure, time and trouble and because someone wants their $18 back they want to raise a problem publicly. Send it back, I am sure CK will refund your $$.

As for the gripes about site, etc., we have all paid too much for a knife, car, house, etc. It is called due dilligence and I agree with Kodiak, the $18 is probably worth the several hours of your time you spent not searching for the knife. If not, well I guess I cannot help you there.

John/ Cumberland, what price are we talking for the new CRKT Companion (Polkowski) or Ryan Seven? Plain edge both. Drop me a note about it will ya? And forget about the guy who wants his $18 you are keeping in a death grip. Personally I keep my spare change in the vulcan neck pinch, but the death grip works fine for you, use it
wink.gif


Parker
 
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