Sometimes you just lose a customer...

RAT and T.W.O are both top notch outfits:thumbup:, and lossing a customer like that is usually a blessing in disguise... Not to mention there is no shortage of RAT fans.:D
 
Unless this was his first RAT (Which it may have been) than I don't know how he can complain. Sure, it may take a little longer than expected, but in return you need to understand the knife behind the wait. More importantly, people that put their time and effort into getting it to them.
 
LupaWolf said:
The option to cancel was offered, I assure you. And I told him this morning that he would have his Izula in hand next week. For some reason, it did not sit well with him. It was then that he cancelled his order and emailed Jeff... which mortified me no end.
I re-ordered too late to get mine in when they first started shipping again as others were ahead of me... that was my fault.
These things happen. It happens with other products too on occassion.

Jeff, thank you again for defending me. I hold no ill will for the wait times... it happens with all things of beauty and value.
Click to expand...

I deal with customers like that at my Retail Sales job from time to time and I've never been able to understand them. Sorry it happened to you. You guys are good in my book.

Heber
 
We just appreciate our customers, both the end user and the dealers like Two Wolves. And as far as a dealer's customer emailing us when there is an issue, we always welcome that. Don't fret about it Lisa. I posted this up simply because I thought it sounded fishy. Onward!
 
Thank you, Jeff.
And thank you everyone for your support.

There is no way of know why people say and do the things they do... I accept that. :)
 
onado2000 said:
Thats weird, after he gets word that his Izula is coming next week, he cancels and writes to Jeff?
Click to expand...

Well, to take this from the opposite view:

If he's never bought from Two Wolves, nor bought a RAT knife, I can see his view.

There ARE unscrupulous dealers out there who will promise something and not deliver. Sometimes you'll get "It'll be there next week.", then hear nothing from them and get no further responses to emails or calls. If he's had problems with other companies doing this before, his response makes some sense.
 
LupaWolf said:
The option to cancel was offered, I assure you. And I told him this morning that he would have his Izula in hand next week. For some reason, it did not sit well with him. It was then that he cancelled his order and emailed Jeff... which mortified me no end.
I re-ordered too late to get mine in when they first started shipping again as others were ahead of me... that was my fault.
These things happen. It happens with other products too on occassion.

Jeff, thank you again for defending me. I hold no ill will for the wait times... it happens with all things of beauty and value.
Click to expand...

That happens to all of us from time to time. I guess thats the spoils of being a dealer of superior knives like those of RAT Cutlery. I know quite a few dealers that specialize in the Chinese knives, they have shelves full of them. The only problem is they have no customers to sell them to. :confused:

Tom
Chestnut Ridge Knife Shop
www.ridgeknifeshop.com
 
Last edited:
Hey T.W.O,

Can you guys get the whole Maxpedition line, or are you limited to what is pictured on the site?

I'd like to get the compass pouch and maybe some other items. Let me know. Thanks.

johnspark1 at comcast.net
 
I have not recieved the knife yet and I feel as though this kind of service is unacceptable.
Click to expand...
Cpl Punishment, I appreciate your perspective on the subject. But allow me to respond...Lets analyze this letter, shall we…Since I do not know this person or their history, the email he wrote is the only thing to interpret his motives. The end question is was he looking for something (free-bee) or was he stating opinion/facts. The thread reads that he waited 2 months, and during that time he was offered by the dealer to cancel his order, but did not. He could have looked else where for an Izula in that time, but did not. After that long, knowing the knife was within reach, he cancels , and then write to the owner of the company making a plea for sympathy (IMO). He writes, " I have not recieved the knife yet " ..."yet"? after he cancels it, & at the end of his letter he writes,
Thank you for taking the time to read this e-mail and nothing more.
Click to expand...
what ‘more’ was he waiting for ?? Why not end the letter with, “Thank you“, ior "Thank you for your time"? Do you say, 'goodnight, and nothing more' or 'screw you, and nothing more' or 'see you later, and nothing more' I read the letter, repeatedly and I do not know how else to describe the feelings I get other than to say (IMO) it is insincere. My interpretation of this letter is...I have not received the knife yet, thanks you for your time and nothing more, unless you want to give me a free-bee . I realize this world has many people with idiosyncrasies, but when someone is upset or angry or have a problem, usually they will work to resolve the issue amicably. In this case he wanted an Izula and was told it was coming. Thats when he backed out, at that moment (& he knew it was coming), wrote a letter stating he was upset (but knew it was available if he wanted it after 2 months of waiting), thanked the owner for his time and wrote “…and nothing more .” I wish Jeff would offer him bait to see if he would bite, because like I said before, IMO he is a fisherman (fishing for a free-bee). IMO any reasonable person waiting that length of time for something would not cancel at the moment he heard it was in bounds, and would have canceled long ago. If your going to write a letter in this circumstance, why not write...I waited this long to buy an Izula, so when is it coming? Thank you.
...Just my opinion, and nothing else! :barf:
 
You have a point there.

Cpl Punishment said:
Well, to take this from the opposite view:

If he's never bought from Two Wolves, nor bought a RAT knife, I can see his view.

There ARE unscrupulous dealers out there who will promise something and not deliver. Sometimes you'll get "It'll be there next week.", then hear nothing from them and get no further responses to emails or calls. If he's had problems with other companies doing this before, his response makes some sense.
Click to expand...
 
R.A.T.,

It speaks volumes of your business that you are willing to post this customer's complaint and your response on a public forum. :thumbup:

If I ever manage to wear out my Izula I will happily buy another (or three).

Thanks,
dectia
 
Cpl Punishment said:
Well, to take this from the opposite view:

If he's never bought from Two Wolves, nor bought a RAT knife, I can see his view.

There ARE unscrupulous dealers out there who will promise something and not deliver. Sometimes you'll get "It'll be there next week.", then hear nothing from them and get no further responses to emails or calls. If he's had problems with other companies doing this before, his response makes some sense.
Click to expand...


I held my tounge on this until I thought it through as not to respond with anger or frustration and so I could see it from an outside POV.

We have a little family here, of which Lupa is a member, as is Jeff so we automatically feel a bit defensive when we read something negative about them.

But when we step outside this little circle and picture it from an outside perspective where we don't know what quality people Jeff and Lisa are it becomes a bit more understandable.

If I ordered a Busse from a well known dealer of theirs, I don't know those people from Adam and if it took a long time to get my order, I guess I would be frustrated too.

But I would have looked around online and found it at another dealer and cancled my order long before I would have gotten to the point he was at.

Oh well, I'm sure someone will end up buying his Izula, me perhaps.:D

Two Wolves is top notch in my book and the books of most others here and it doesn't sound like he would have been the kind of customer I would want frequenting my store anyway so no big loss.

Lisa, keep doing exactly what your doing and you'll succeed.
 
Cpl Punishment said:
Well, to take this from the opposite view:

If he's never bought from Two Wolves, nor bought a RAT knife, I can see his view.

There ARE unscrupulous dealers out there who will promise something and not deliver. Sometimes you'll get "It'll be there next week.", then hear nothing from them and get no further responses to emails or calls. If he's had problems with other companies doing this before, his response makes some sense.
Click to expand...

My first nice knife order was a para-military in CPM-D2 from TheBladeShop, I waited at least a month and a half and every two weeks I got an email saying sorry but we will ship your knife next week, finally I canceled.
 
dectia said:
R.A.T.,

It speaks volumes of your business that you are willing to post this customer's complaint and your response on a public forum. :thumbup:

If I ever manage to wear out my Izula I will happily buy another (or three).

Thanks,
dectia
Click to expand...

When Mike and I started this we made a deal that we would speak the truth about what we do, regardless. We would post the good as well as the bad, and let the customer decide. It's the only way we know to do business. We make mistakes sometimes and when we do we want our customer base to know exactly what happened so there is no confusion.
 
It's funny. The only way you would lose me as a customer is if you had greater availability of your knives in the market given the current demand. That would mean the quality of the work and the attention to detail put into your knives would not be as good as it is. It speaks to RAT Cutlery's pride and dedication to turning out the best quality products possible that there aren't more knives out in the market. All I can say is thanks to everyone at RAT for doing what you do, and not letting market pressure or some less than patient customer compromise the integrity of your products :thumbup:
 
I had a similar experiance. I ordered my Izula from company X, whom I've done business with in the past. I generally received my knives in 3-4 days.
After 10 days passed I began to worry. I sent an e-mail just inquiring on the progress of order # 1234.
A week more passes with no response, so I check my payment acct and see that it hasnt been processed. One more e-mail basically just saying 'please advise the status on order # 1234...thanks.'. After awhile the payment still isnt processed, I just figure that they must of went out of business. After all its been 6 weeks.

So I end up ordering from company Y and 2 days later it arrives.

Wouldnt ya know a week later company X sends my knife! I didnt mind cause now I have a user and a spare to give the boy when he gets older...unless I just keep her.:D

I just wish company X would of responded to my e-mails. Oh well.
 
russamurai said:
Speaking for the quality of my Izula and your sterling reputation, I'd rather have you guys keep doing what you're doin than turn out hundreds of thousands of knives.
One grateful customer here!
Click to expand...


I could not agree more with this... I would gladly wait 2+ months for a quality product than have the quality suffer because of rushed production and lacking QC.

I have an RC3 MIL and a RC5 and have been overjoyed at the fabulous quality of those blades and cannot wait for the HEST!

I own a business and I can honestly say that we put customer satisfaction above anything else but sometimes crap just happens and sometime customers are just jerks, no matter what you do. I always still show them the utmost respect and am very nice to them, but they will just be jerks to you. That's just the way of things.

I am highly impressed with RAT Cutlery and its fantastic community that follows. You will have many more new customers coming your way in the future that will replace the few that cannot be satisfied!


I for one am a very satisfied customer.
Keep up the great work,

Daniel
 
I'm with them.. whatever yall do, dont sacrifice your quality in order to make more at a time. (I'm sure Jeff is saying "Well Duh..") :)
 
You must log in or register to reply here.
Back
Top