- Joined
- Jul 12, 2011
- Messages
- 962
Here is a timeline outlining the problems I've had with TimberGhost Custom Knives.
History: I ordered a custom knife in November of 2013. It included two sets of scales. When the knife arrived, one set of scales were broken. I contacted TGK and he said to ship them back and he would replace them. He sent out a replacement set that didnt fit right so we decided to ship back everything so he could ensure everything would fit correctly.
I shipped the knife to him on 1/14 overnight and it was received on 1/15. He was to replace the scales and build another blade and a couple pocket clips. The communication to this point was prompt and detailed. Here is a timeline of subsequent interaction.
Bold below denotes my correspondence.
....
1/25 TGK: The blade will be finished on Monday (1/27) by the end of the day. Your parts should ship out by Tuesday (1/28).
1/29 TGK: The shop was shut down on Monday and part of the day yesterday. All of your parts are finished and packaged for shipping.
1/31 TGK: I will get them to you by Saturday with two day or overnight depending.
2/3 Me: Have you had a chance to ship the knives? I didn't receive anything on Saturday. Should I expect them today?
2/4 TGK: I shipped your parts order and one other on Friday.
2/5 Me: Still no package. Do you have any tracking info?
2/7 TGK: Explained computer problems and email account hacking.
I printed two duplicate labels for a customer in southern Oregon and accidentally got them mixed up and put one on your box. I just received it back today unopened and in the same shape I sent it out in. I opened the box and everything is still wrapped up and accounted for! I will ship these bad boys to you tomorrow and I am truly sorry for the mix up.
2/18 Me: Contacted via FB. 5:03pm
Please contact me ASAP about the status of my knives.
2/18 TGK: uploaded several videos and posted below on FB. 8:22pm
Hello everyone I hope all is well! We've got our computer all fixed now after losing both hard drives and few more visits to the computer repair place. I will be catching up on posting the videos that were done over the past two and a half weeks or so. Some of finished customs and some of new models. So here they come and THANK YOU so much for hanging in there with me guys computer issues are just terrible. I also have emails and inquiries that I will catch up on as well.
2/20 Me: started PP claim process to try and recoup some of my funds.
2/21 Me: Contacted via FB.
Hey man, Im getting real uncomfortable at this point. I noticed you posted videos up, but havent responded. Please contact me on the status of my Terp knives. Are you screwing me?
2/24 Me: Reaching out again for any info you can provide. Please contact me.
2/24 Me: Escalated PP to Claim.
2/24 TGK:
I got back yesterday evening and I dropped your package off at the post office just now. I haven't forgotten about you and am very sorry for the delay! Your tracking number is 9405509699937287301592 and you should be able to see the location scan and sort facility scan by the end of the day.
2/24 Me: Thanks for the reply. I hope you understand my perspective. Ill keep an eye for them. Once they arrive Ill drop the claim. Hopefully everything is back to normal for you.
2/25 Me: Quick heads up. No movement on the tracking number. Can you double check it?
2/26 TGK: Good morning, here is the tracking number again 9405509699937287301592
2/26 Me: Did you understand my last email? I have the tracking number, but when I follow that link there is no update. The label was created back on 1/30 and I want to be sure this is the correct tracking number for the knives you recently shipped. I understand you are having a hard time. Please give it a look and let me when I should expect the knives.
2/28 Me: Still no movement on the tracking number. Please contact me and let me know when you shipped the knife. Below is my addy again.
3/1 Me: I plan to go public on Blade Forum today. Please contact me ASAP on the status.
3/1 TGK: The tracking number I sent you is the correct one. Its a reprint of your original shipping label from Paypay. You should have received your package with all the parts and block of blackwood. I will be going to the post office on Monday to find out what the deal is.
3/1 TGK: I'm not sure if the tracking number label expired or the tracking number isn't working due to it being a duplicate/reprint. I will be at the post office before the doors open and email you as soon as I get it sorted out.
3/1 Me: I really cannot believe this.
On 1/31 you emailed me and said you would ship.
On 2/7 you said you shipped it to the wrong place and you would ship them.
On 2/24 you said you shipped the knives for the third time and I still dont have anything.
The communication during this time has been complete bullshit. The only time you have responded to me was when I escalation the PayPal transaction and now when I tell you Im going public with my issues. It has been a month since the initial shipping reply. At this point I just want the knives so I can sell them. Im completely disgusted.
3/1 TGK: I'm truly sorry that you feel this way because of the mix up and delayed responses. It would be a shame for you to sell them they are a great set. I will contact you on Monday (3/3).
3/3 TGK: I made it down to the post office today and got a new label put on your your package. You should receive it on Wednesday or Thursday. The new tracking number is 9405503699300247835105 and I added insurance to the new label.
3/3 Me: Thank you for the update. Ill let you know when the package arrives.
3/4 TGK: I can finally start uploading some videos. We got a brand new computer all set up and running. To many issues and two bad hard drives later it took me to just buy a new one but oh well lesson learned. Your video and pics are up on Youtube and Facebook now. I'm not sure how this paypal thing works as this has never happened before. Looks like two amounts were taken out of my paypal account. Do you just pay those amounts back as soon as your package arrives? Thanks again for being patient with me through this time the past few weeks have been rough. Let me know on the Paypal thing ans I hope you like the pics and video.
3/5 Me: The PayPal thing is a first for me too. I believe PayPal holds it in reserve until we come to an agreement. If we cant come to an agreement, PayPal will act as judge and determine the resolution.
As far as Im concerned if the knives arrive safely, we can settle it between us.
I apologize for losing my cool a few emails back. It has been very frustrating for me. I dont know you beyond your reputation and previous communication. I was very disappointed in the communication aspect. The knife was very special to me and I was concerned about the outcome. You told me it had been shipped several times and it was discouraging each day that it didnt show up and I had no updates.
I understand you had issues, but I have to say, I found it disheartening to see you posting video updates and not contacting me. I feel you should have taken more responsibility for the delay and lack of updates. Mistakes happen and I dont fault you for the label mix up, but I would have been more understanding if you had of made an effort to go above and beyond. That didnt happen.
3/6 TGK: I've been keeping my eye on your package and it looks like it's out for delivery today. Let me know when you get it and if the package shows up in good shape.
....
The knives arrived today.
I don't know if this is an isolated incident or not. It seemed like it was a series of delays and poor communication. The only time I got a response was when I escalated PayPal or warned of going public.
Be cautious. The knives are quality and up to this point there was no issue, but the way this situation was handled was pretty frustrating. There seemed to be some reason or another for things going wrong. Bad computer, personal issues. But when I pushed the issue I got a response.
History: I ordered a custom knife in November of 2013. It included two sets of scales. When the knife arrived, one set of scales were broken. I contacted TGK and he said to ship them back and he would replace them. He sent out a replacement set that didnt fit right so we decided to ship back everything so he could ensure everything would fit correctly.
I shipped the knife to him on 1/14 overnight and it was received on 1/15. He was to replace the scales and build another blade and a couple pocket clips. The communication to this point was prompt and detailed. Here is a timeline of subsequent interaction.
Bold below denotes my correspondence.
....
1/25 TGK: The blade will be finished on Monday (1/27) by the end of the day. Your parts should ship out by Tuesday (1/28).
1/29 TGK: The shop was shut down on Monday and part of the day yesterday. All of your parts are finished and packaged for shipping.
1/31 TGK: I will get them to you by Saturday with two day or overnight depending.
2/3 Me: Have you had a chance to ship the knives? I didn't receive anything on Saturday. Should I expect them today?
2/4 TGK: I shipped your parts order and one other on Friday.
2/5 Me: Still no package. Do you have any tracking info?
2/7 TGK: Explained computer problems and email account hacking.
I printed two duplicate labels for a customer in southern Oregon and accidentally got them mixed up and put one on your box. I just received it back today unopened and in the same shape I sent it out in. I opened the box and everything is still wrapped up and accounted for! I will ship these bad boys to you tomorrow and I am truly sorry for the mix up.
2/18 Me: Contacted via FB. 5:03pm
Please contact me ASAP about the status of my knives.
2/18 TGK: uploaded several videos and posted below on FB. 8:22pm
Hello everyone I hope all is well! We've got our computer all fixed now after losing both hard drives and few more visits to the computer repair place. I will be catching up on posting the videos that were done over the past two and a half weeks or so. Some of finished customs and some of new models. So here they come and THANK YOU so much for hanging in there with me guys computer issues are just terrible. I also have emails and inquiries that I will catch up on as well.
2/20 Me: started PP claim process to try and recoup some of my funds.
2/21 Me: Contacted via FB.
Hey man, Im getting real uncomfortable at this point. I noticed you posted videos up, but havent responded. Please contact me on the status of my Terp knives. Are you screwing me?
2/24 Me: Reaching out again for any info you can provide. Please contact me.
2/24 Me: Escalated PP to Claim.
2/24 TGK:
I got back yesterday evening and I dropped your package off at the post office just now. I haven't forgotten about you and am very sorry for the delay! Your tracking number is 9405509699937287301592 and you should be able to see the location scan and sort facility scan by the end of the day.
2/24 Me: Thanks for the reply. I hope you understand my perspective. Ill keep an eye for them. Once they arrive Ill drop the claim. Hopefully everything is back to normal for you.
2/25 Me: Quick heads up. No movement on the tracking number. Can you double check it?
2/26 TGK: Good morning, here is the tracking number again 9405509699937287301592
2/26 Me: Did you understand my last email? I have the tracking number, but when I follow that link there is no update. The label was created back on 1/30 and I want to be sure this is the correct tracking number for the knives you recently shipped. I understand you are having a hard time. Please give it a look and let me when I should expect the knives.
2/28 Me: Still no movement on the tracking number. Please contact me and let me know when you shipped the knife. Below is my addy again.
3/1 Me: I plan to go public on Blade Forum today. Please contact me ASAP on the status.
3/1 TGK: The tracking number I sent you is the correct one. Its a reprint of your original shipping label from Paypay. You should have received your package with all the parts and block of blackwood. I will be going to the post office on Monday to find out what the deal is.
3/1 TGK: I'm not sure if the tracking number label expired or the tracking number isn't working due to it being a duplicate/reprint. I will be at the post office before the doors open and email you as soon as I get it sorted out.
3/1 Me: I really cannot believe this.
On 1/31 you emailed me and said you would ship.
On 2/7 you said you shipped it to the wrong place and you would ship them.
On 2/24 you said you shipped the knives for the third time and I still dont have anything.
The communication during this time has been complete bullshit. The only time you have responded to me was when I escalation the PayPal transaction and now when I tell you Im going public with my issues. It has been a month since the initial shipping reply. At this point I just want the knives so I can sell them. Im completely disgusted.
3/1 TGK: I'm truly sorry that you feel this way because of the mix up and delayed responses. It would be a shame for you to sell them they are a great set. I will contact you on Monday (3/3).
3/3 TGK: I made it down to the post office today and got a new label put on your your package. You should receive it on Wednesday or Thursday. The new tracking number is 9405503699300247835105 and I added insurance to the new label.
3/3 Me: Thank you for the update. Ill let you know when the package arrives.
3/4 TGK: I can finally start uploading some videos. We got a brand new computer all set up and running. To many issues and two bad hard drives later it took me to just buy a new one but oh well lesson learned. Your video and pics are up on Youtube and Facebook now. I'm not sure how this paypal thing works as this has never happened before. Looks like two amounts were taken out of my paypal account. Do you just pay those amounts back as soon as your package arrives? Thanks again for being patient with me through this time the past few weeks have been rough. Let me know on the Paypal thing ans I hope you like the pics and video.
3/5 Me: The PayPal thing is a first for me too. I believe PayPal holds it in reserve until we come to an agreement. If we cant come to an agreement, PayPal will act as judge and determine the resolution.
As far as Im concerned if the knives arrive safely, we can settle it between us.
I apologize for losing my cool a few emails back. It has been very frustrating for me. I dont know you beyond your reputation and previous communication. I was very disappointed in the communication aspect. The knife was very special to me and I was concerned about the outcome. You told me it had been shipped several times and it was discouraging each day that it didnt show up and I had no updates.
I understand you had issues, but I have to say, I found it disheartening to see you posting video updates and not contacting me. I feel you should have taken more responsibility for the delay and lack of updates. Mistakes happen and I dont fault you for the label mix up, but I would have been more understanding if you had of made an effort to go above and beyond. That didnt happen.
3/6 TGK: I've been keeping my eye on your package and it looks like it's out for delivery today. Let me know when you get it and if the package shows up in good shape.
....
The knives arrived today.
I don't know if this is an isolated incident or not. It seemed like it was a series of delays and poor communication. The only time I got a response was when I escalated PayPal or warned of going public.
Be cautious. The knives are quality and up to this point there was no issue, but the way this situation was handled was pretty frustrating. There seemed to be some reason or another for things going wrong. Bad computer, personal issues. But when I pushed the issue I got a response.
