Strider Knives - Horrible customer service so who cares about the lifetime warranty?

Status
Not open for further replies.
Thanks for all the feedback and comments. It's good to hear different opinions, even those which don't match my own. I am tempted to remove this post just because I am normally not a negative person and I don't want to wallow in negativity. I posted this because I wanted to vent, which I have done.

I don't want anything from Strider and this isn't me throwing a tantrum to get something. I am done with my dealings with them and at this point there is nothing they can offer which would make it right. They had multiple opportunities to make it right and chose not to when it would have been easy to do so.
 
Something doesn't click here.

According to the OP, the USPS attempted delivery on Sat. and Mon. Typically if a delivery is missed, they leave a ticket showing the attempt and it
states the item is at the PO. USPS will not attempt to redeliver the next business day because the item is still at the PO. They will redeliver only if the receiver marks redeliver on the ticket.

So how could they have attempted delivery on Monday, if the receiver still had the ticket. The 2nd delivery should have been Tuesday.

It may not really matter, but that part doesn't seem correct.
 
Ohen is so right! If they knew a check was sitting there waiting for them, i guarantee they would ve picked it up right away! I am a proud owner of a Strider and am sorry to hear about this. i was actually thinking of buying another, but this might make me think longer about my purchase. Any recommendations on a bad ass knife to buy like a Strider?
 
Last edited by a moderator:
Buy a Hinderer and you should be safe. Rob & Rick are two class acts.

(( Let's show a little class ourselves and not turn a FEEDBACK thread into a knife discussion ))
 
Striderco said:
I am a proud owner of a Strider and am sorry to hear about this. i was actually thinking of buying another, but this might make me think longer about my purchase.
Click to expand...

The situation may not be so dire. It looks to me that someone slipped up but that once Mick got involved he got them thinking about re-engaging with the customer. Unfortunately by that time 3REDUCK had enough.
 
OK, I'll restate my point (it looks like it is getting harder and harder to avoid censorship on the forums lately).
If you want great CS do not buy a Strider.
 
Question for Esav.

The notice does say we re-deliver, but doesn't the package stay at the PO until they hear from the recipient, either by email, phone, or original ticket? Doesn't re-delivery only occur after a few days of no contact? This way the recipient has time to retrieve the package themselves, the next day, should they choose.
 
5.56 said:
Question for Esav.

The notice does say we re-deliver, but doesn't the package stay at the PO until they hear from the recipient, either by email, phone, or original ticket? Doesn't re-delivery only occur after a few days of no contact? This way the recipient has time to retrieve the package themselves, the next day, should they choose.
Click to expand...


i dont know if the usps has a blanket policy nationwide, but i have received consecutive day delivery attempts with paper notices left at my residence.
 
MORIMOTOM said:
i dont know if the usps has a blanket policy nationwide, but i have received consecutive day delivery attempts with paper notices left at my residence.
Click to expand...

I think it varies town to town to be honest with you, probably depending on the post master in each area more than anything else. I've had similar experiences to yours and called the office to have things brought to me that were missed as well and never had an issue. Here in a smaller town though I know everyone that works at my branch of the PO by a first name basis. Hell I sharpen and maintain their knives for that matter! :D My best friend in Chicago has a similar experience to Strider's I think. They are not very personable there and for that matter they tend to just drop off things in his box whether I ask for signature confirmation or not. Apparently some things can be ignored in the big city.

STR
 
5.56 said:
Question for Esav.

The notice does say we re-deliver, but doesn't the package stay at the PO until they hear from the recipient, either by email, phone, or original ticket? Doesn't re-delivery only occur after a few days of no contact? This way the recipient has time to retrieve the package themselves, the next day, should they choose.
Click to expand...
I know the question was asked of Esav but I have been in a similar situation. I had ordered some lights from 4Sevens on a Thursday and had them shipped to my work address. We are closed Saturdays but I figured they'd arrive sometime the following week.

That Saturday I decided to track the package and check on it's progress. To my horror I saw that delivery had been attempted and a notice had been left. I freaked out worrying that some passer-by might take off with the notice. I decided to go down and see if it was there. After arriving I checked both the front, side, and back entrances to find nothing was there. I attempted to reschedule a delivery online but found that was useless without the notice.

The following Monday came and, without contacting the Post Office, they had re-delivered the lights. I've had a few more instances like this since, all with no problems and with no contact initiated on my end.
 
MORIMOTOM said:
a representative from strider should have just driven to the post office and picked up the package.

the usps is not responsible for strider's work schedule nor should they attempt delivery beyond what their policy and practices dictate.
Click to expand...

Agree.
 
STR said:
I think it varies town to town to be honest with you, probably depending on the post master in each area more than anything else. I've had similar experiences to yours and called the office to have things brought to me that were missed as well and never had an issue. Here in a smaller town though I know everyone that works at my branch of the PO by a first name basis. Hell I sharpen and maintain their knives for that matter! :D My best friend in Chicago has a similar experience to Strider's I think. They are not very personable there and for that matter they tend to just drop off things in his box whether I ask for signature confirmation or not. Apparently some things can be ignored in the big city.

STR
Click to expand...


i figure as much, and it may even vary from office to office.

fwiw, im in a pretty big city.
 
MORIMOTOM said:
a representative from strider should have just driven to the post office and picked up the package.

the usps is not responsible for strider's work schedule nor should they attempt delivery beyond what their policy and practices dictate.
Click to expand...

I find it odd that any company like Strider does not have any form of delivery drivers. Plus they have no time to go to the post office but they expect a customer to do twice what they cannot do once, in order to get the service that was paid for. They would be nice enough to not charge return shipping, while all along they knew where the package was and did nothing to receive it (not even call the post office where it was confirmed to be to try and arrange a re-delivery).

If they weren't already on my black list I believe that this issue would seal it.

Plus I have had both UPS and Fed Ex say that they came to my door and dropped off a notice while I was at home disabled- sitting on my chair 6' away from the front door all day. I have also caught UPS walking up to the door and putting a non-delivery notice on the door when the inside door was open and I watched them do so without knocking or ringing the doorbell at the same time. No delivery service is flawless.
 
I have this same thread up on another forum which is a bit more.....heated. Here is a response I put on there and it answers questions which came on on here, too:

Delivery was attempted on July 10 (Saturday) and July 26 (Monday) and notice was left both times.

I notified Josh on Aug. 2 that the knife was still at the post office (Since July 10) and that they were not going to attempt delivery again since two times is their max. I asked that he have someone pick it up otherwise they were going to return it to me. My hands were tied. USPS verified they had the package and Strider knew it was there waiting to be picked up and I was stuck in the middle. I had also called the post office and requested that they delay returning the package to me so that I could attempt to get it picked up.

My last messages to Mick and Josh went unanswered and I contacted Josh again on Aug. 12 telling him that the post office still had the package. Since it had been 10 days since Josh was made aware by me that the package was still at the post office and it still hadn't been picked up, I washed my hands of the situation and called the post office and requested it to be returned to me.

It was mentioned that 20+ hours of staff time had been spent on this knife situation. If that is the case, I was not informed. Most of my messages (pm's and emails) were not returned and I was given no feedback on the status.

If 20+ hours were spent on this situation, why not save 19.5 of those hours and just go to the post office and pick it up? The knife was never lost. I called the post office multiple times checking on it and each time they found the package and verified it was still waiting for pick up.

Yes, after I had the knife sent back to me, Josh did offer to make it right by offering free return shipping once I sent the knife to him. By then my frustration with the situation and lack of communication had boiled over. Why not just make it right from the very beginning instead of asking me to send the knife to you again when it was sitting around the corner from you for over a month?

I know many (most) who read this aren't going to agree with me and I am fine with that. I do know that if you were in this very same situation then you would be just as frustrated.

Are Strider knives still awesome? Definitely! Is my situation the exception? Yes, otherwise Strider would not be in business. Does that mean my experience isn't true and didn't happen as I told it? No.

Do I want anything from Strider? No. My purpose of this was to vent my frustration.

And finally, I didn't follow one of my own rules of management when I made the initial post. If you come to me with a problem, you better come with some ideas to make it better. First, Strider should tell customers via their website, thread sticky, etc. that their preferred method of receiving shipments is UPS, FedEX...whatever. If they have issues with USPS then tell us. I could have shipped via any service but just chose USPS since it is around the corner from me.

Second, it sounds like everyone at Strider is busy (like most of us). Why not get an intern or two from a local college to help out? You many not need to even pay an intern and I am sure there are many college students who would love to work for Strider for a semester or two and learn the ins and outs of the business world. They can be responsible for the grunt work which no one else wants to do...like make a run to the post office.
 
20+ hours? i would say that was an emotional response on their part to a perceived accusation. at the very least, a gross exaggeration.

i like strider knives and i had a good experience with their cs. whenever i have called, they have been helpful and informative. if anything, i am slightly biased in that direction.

but i also believe the op, and understand his frustration in getting basically ignored. i think they owe it to him to now go above and beyond.

they tried to make excuses, when there is no legitimate reason to let his knife sit in the post office and make no attempt to pick it up or have it redelivered.
 
20+ hours went into this situation? Doing what....did they have a conference, form a committee and write a policy to decide not to go to the PO?

I certainly understand your frustration.
And I can partially see their point....I'm sure they get lots of stuff sent to them.
But, as has been noted, you would think that someone at Strider occassionally goes to the PO. Seems an awfully easy thing to do the help satisfy a customer.
Out of curiosity I looked at their location and the PO location on Google maps...its not that far away, and I doubt traffic is a huge problem in that town.

Unless that town is very unusual, the PO would probably have attempted another delivery if someone had just asked them too.

So many EASY ways to solve this, its almost unbelieveable it dragged on this long.
 
I guarantee you if it was a knife that belonged to a 'bro' that they'd have found a way to get that knife! No way they'd have just written it off as a not worth my time event then. No doubt Strider's reaction and response sucks in this situation. They could have and should have handled it better and now they should have and could have responded to it better after the fact. This response is kind of the tell all in my opinion. Honestly I've had too many times here lately where a company response has surprised and disappointed me over something they made that someone brought up. Kind of makes me wonder if my initial assessments of these companies was all that accurate at all.

From my perspective when a company screws up it should be on them to make it right after that. If they were really customer service oriented they'd send the OP a pre-paid mailing label for Fed X or UPS to get the knife they made in their hands and fix it and do so free of charge! That would be the right thing to do.

STR
 
Status
Not open for further replies.
Back
Top