Steer Clear of Knife Outlet!

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Kampfjaeger

Kampfjaeger

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I was in the market for a TOPS Tahoma field knife and found Knife Outlet had a great price. So, I placed the order. A day went by and I called customer service (this morning) to ask for a tracking number for the package. The person I spoke to (FRED) informed me that a tracking number would be emailed when the package was sent - which would be Friday as they do not have the item in stock (a fact that was not mentioned on the website.) Unfortunately that meant that the knife would have been arriving later than when I needed it so I asked that they cancel my order. (I wasn't angry or really put out, I figured that I could just reorder elsewhere and pay shipping to have the item arrive when I needed it.) Anyway Fred responded to my request with a clipped "Fine!" and then hung up on me.

I hadn't provided him with an order number, my last name or anything from my invoice other than what I had ordered so I called back and asked Fred to please send me an email confirming that the order was cancelled. He got angry and said that he wouldn't because it was more work for him and that "we both know that the order was cancelled because he just told me it was." When I insisted that he send me an email confirmation Fred asked me if I was calling him a liar. I told him straight up at that point that I would be notifying the BladeForums community about this. After that he said he would send me the email and then he hung up on me again.

I have no idea what this company's track record is, but the website neglected to provide some important information; and Fred the customer service rep (or owner for all I know) was a miserable SOB to deal with. I don't care how good the price is, I will never do business with them.

Their URL: http://www.knifeoutlet.com
 
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Guilty as charged. When someone asks for an order to be cancelled and I agree, then that's fine with me. But when someone then calls back only to harass and make demands and insult me, I tend to get defensive. I apologize for not gritting my teeth and patting you on the head.
 
As this was an Internet order and I don't know you from Adam, and you respond to me with hostility when I was nothing but polite, I'm going to call back and request an official acknowledgement of my order being cancelled. You sent me a receipt acknowledging the processing of my order without an issue, so I fail to see why this would have been an imposition. This was just a basic business transaction. If I go to the store and get a refund for something, I get a receipt. Everyone does this. To hang up on me and then tell me No you won't send me an email confirming the cancellation of the order because it is just more work for you is just childish and unprofessional. You were immediately defensive and hostile - and I truly don't know where that came from. If saying "sure not a problem, I'll send you an email confirming cancellation of the order by the end of the day" is gritting your teeth and patting me on the head well... You've lost a customer. And that's a shame because when you look through here you enjoy a good reputation.
 
I haven't been on BF for long but here are my two cents.

I don't believe writing on BF was the proper first step and honestly think you should have went to his superior prior to complaining to the world about a problem with one employee. I work in the service industry and would hope that our customers would give us a chance to make it right before running their mouths to everyone they know.

And for Fred, the most important part of being in retail sale is customer service, if you don't take care of your customers and do it in a cheerful manner, you won't be around for very long. When a customer has a problem or a request, suck it up and make them feel like you actually give a crap. Coming on here and doing anything less than apologizing is just poor form.
 
Knife Outlet said:
Guilty as charged. When someone asks for an order to be cancelled and I agree, then that's fine with me. But when someone then calls back only to harass and make demands and insult me, I tend to get defensive. I apologize for not gritting my teeth and patting you on the head.
Click to expand...

Asking for a confirmation is harassment? From your sarcastic tone I will never buy from your site. Also, it's pretty poor form to list something you don't have in inventory.
 
Knife Outlet said:
...and patting you on the head.
Click to expand...

That just made it 10 times worse, no matter what the OP did or said. While I may have disagreed with how the OP handled things, your response just guaranteed the situation to grow worse and you have alienated potential customers. Good thing you're the owner.
 
I was excited to see the vendor message right below and then I was disappointed. I know consumers can be needy and can really annoy a person, but customer service is still king when you are trying to set yourself apart from others. I didn't know about knife outlet and from a quick browse from this topic I checked it out and they have good prices. I'm gun shy though because of this thread. Sometimes it's best to not say anything and let a couple people think you are a fool, then to say stuff and prove to everyone you are.
 
"I ain't got the words". Defending the indefensible. I'll sure stay away, even if the OP could have handled it differently.
 
Wow Fred, I hope you are just having a bad day and this is not indicative of how you generally deal with customers. I can't speak for others, but customer service is a huge factor in where I choose to spend money. Maybe you should rethink/reword your response on this forum.
 
Wow. Bad day or not, customer upset as he feels the inventory status was misrepresented and is less than cordial (if that did happen) or not, IS NO EXCUSE for Fred's response. No denial of any facts by Fred. I am in sales and often deal with upset customers and never would I behave like that. Send the requested order cancellation and move on. Evaluate how you contributed to the problem and fix your business so it won't happen again. In this day if instant communication you can afford mistakes but you cannot afford to respond like this. It is entirely your fault Fred and then you behave the the back end of horse. I will not do business with people I don't like and I don't like you.
 
I'm going against the tide here but...

I think Fred could have been more tactful with the OP, but to start a negative thread about a Dealer who supports this website when you are not out any money, and nothing unethical occurred is OVERKILL.
 
I used to work for a Guy that thought because he owned the company he had the right to tell some customers off and throw others out that argued price with him. Like I said I used to work for him and so did 700 other people that lost their job when he went broke.
 
Foghorn, I'm pretty much with you on this. As for for OP. I've been poked in the eye a few times myself but that's no reason to go for the throat on the dealer. They all pretty much play the same game regarding inventory. Since you required 'special treatment' in the form of super duper delivery you might have made a call to the dealer to inquire. And Fred, I've been your customer a few times and everything went well. But as you see now, ignorance begets.............. just saying
 
Fred has in the past been cordial, pleasant and helpful.

I am going to give him a pass on this one, everyone has a bad day..........................
 
Knowing Wolfmann601, I'm willing to go with his assessment. Perhaps Fred had a bad day. I do have to say that I'm curious though. A number of people here felt it was inappropriate for me to air my grievance here in this particular forum. I'm curious as to what the line is that must be crossed. My interaction was with Fred the owner - not an employee. I was treated badly when I gave no cause. It is my understanding that this forum is to give compliments and complaints regarding transactions so we can learn who to trust or avoid.
 
Wouldn't do business with them just based on this post. There are so many places to buy gear, why waste time with a dealer that sells out of stock knives, and gives customers an attitude? Thanks for posting, OP.
 
Sorry guys. None of you were privy to the conversation and, unlike him, I'm not going to share my side of it. I don't apologize for writing what I meant and I don't have any intention to change what I said. There was nothing wrong with my customer service. He just didn't like what he heard. I didn't like what I heard either. Best of luck to all of you.
 
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