Mixed Update: Issue with A.G. Russell (Now Fixed)

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bellero

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I’m a Canadian army Bosnia and Afghanistan veteran and after retiring, I thought I would finally treat myself to a Randall knife. Made my choice on the model 28 Woodsman with a green micarta handle and started searching for one.

I stumbled upon A.G. Russell’s website and to my great surprise, they had this model and I quote the website “in stock ready to ship” so I made sure it wasn’t a fake website, everything seems legit and I placed the order expecting my knife to ship within a few days or right after the holidays ( order was placed on 13th Dec 2023).

After receiving the order confirmation email, I waited for a while and never got an email about shipping with tracking number and all the usual details so I contacted them the day after Christmas on 26th Dec 2023 to ask if the knife had shipped and if I could have the tracking number.

From that moment on, it been a long exchange of emails telling me their shipping department messed up but that the knife has shipped but they couldn’t provide a tracking number because of the mistake their employee made. They said the knife would be rerouted but couldn’t provide any tracking info. I still don’t have the tracking info to this day after asking numerous times. After several weeks of waiting, I asked for a refund which they told me would not be an issue. More waiting until I asked again and again, was then told my refund was issued (even if I never got it) until today when they admitted it wasn’t.

Bottom line, I’ll never get the knife and never get my money back. My credit card company (TD Visa) tells me I have no buyers protection in this case and won’t issue a refund either so I cancel the card.

So here am I telling my story online on as many forums and review sites as I can.

AVOID A.G. RUSSELL KNIVES AT ALL COST!!
 
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I've never once had problems with AG Russell, it's either gotta be a scam site or it's gone down hill since Mr. Russell's passing.
 
Looks legit to me? I think they either sell knives they don’t have yet so the “in stock” comment is a pure lie or it’s a case of a dishonest employee who trying (and succeeding) in ripping off international customers.
 
bellero said:
My credit card company (TD Visa) tells me I have no buyers protection in this case and won’t issue a refund either
Click to expand...
What was their reasoning, if I might ask. That's one of the major advantages of using a credit card; it's not actually your money you're spending.
 
From TD Visa;

“Upon review, we have determined your Claim XXXXXXXX-DCM-X for $###.XX CAD cannot be disputed under Visa Dispute Rules. As you do not have dispute rights, please contact the Merchant directly to resolve issue.

If you received a temporary credit, we will debit your account in the next 5 business days.

If more than one claim has been submitted, you will receive multiple updates.”
 
I have bought quite a few knives from them and never had an issue. Have you actually spoken to a person on the phone? I hope it all gets straightened out.
 
I've used A.G. Russell off and on for years... They've always done right by me. A knife I'd given my brother had an issue, I sent it in and they replaced it no questions asked. So far as I know Goldie is at the helm, and Phil Gibbs Phil Gibbs is still there.
 
bellero said:
From TD Visa;

“Upon review, we have determined your Claim XXXXXXXX-DCM-X for $###.XX CAD cannot be disputed under Visa Dispute Rules. As you do not have dispute rights, please contact the Merchant directly to resolve issue.

If you received a temporary credit, we will debit your account in the next 5 business days.

If more than one claim has been submitted, you will receive multiple updates.”
Click to expand...
Sorry to hear that, B bellero . That's shitty.
 
bellero said:
From TD Visa;

“Upon review, we have determined your Claim XXXXXXXX-DCM-X for $###.XX CAD cannot be disputed under Visa Dispute Rules. As you do not have dispute rights, please contact the Merchant directly to resolve issue.

If you received a temporary credit, we will debit your account in the next 5 business days.

If more than one claim has been submitted, you will receive multiple updates.”
Click to expand...
....man , they dont have the rights to do this!
phone multiples time to talk to the RIGHT person concerning this claim because you never receive the damn purchase !
or contact a lawyer immediatelly!
 
In 20+ years I cannot recall another incident of poor interaction with AG Russell. Unfathomable that you would have to go through this.

Call them. Talk to a human. If that gets you the runaround. Ask to go directly to the top: Goldie Russell.

I hope there is not more to this than stated. Good luck.

I may see her this weekend @ Blade Show Texas. I will ask.
 
I agree to call them. If they do not have the product, politely insist on a refund. Many of their Randall knives show a one year waiting list, so perhaps someone messed up your order.
 
So at the time of your order, the product page didn't say "if AGR has no orders with Randall, up to 10 months" as it does now?

You say they admitted your refund wasn't issued...so, what, too bad so sad? They didn't offer or you didn't ask for it to be issued since you both agree it hasn't happened yet?
 
Having purchased knives from A.G. Russell since I was a kid in the 1990s, and never having had a single issue with them, I have a great deal of trouble believing that they scammed you, sorry.
 
AG Russell and Goldie are legends. I don't think 'scam' is the right word here, but I can believe even the best will have a colossal ball drop on customer service sometimes. Would like to see this resolved for sure.
 
I think this is probably some miscommunication more than a scam. AG Russell has always been a great place to do business. Frustration can get the better of people, but a phone call can go a long way to resolving issues.
 
What disqualifies this claim from being disputed?

if not this claim, what qualifies?

(Or is this a Canadian thing?)
 
Hey maybe its just me but all the published info I can find about "Visa Dispute Rules" relates to the Merchant disputing the chargeback. Nothing from the purchaser end.
 
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