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

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This doesn't compute to me
AG Russel has a good reputation and is not a scammer company
Second I have never had a problem filing a legit claim with the credit card company, and failure to deliver is a legit claim. They never make an imediate decission, but take the charge off while investigating. Latter notifying me it is final.I have rarely had to make a claim, but never denied
I don't know where the problem is, but it is strange. I agree, calling them seems like the next step
 
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I hope this gets made right if it was ordered from AG Russell legitimately. Like brancron brancron I got my first knife from them as a kid in the 90s and have had nothing but pleasant experiences with them since. Would hate to see them falter.
 
Due to Randall's high volume of orders, if A.G. Russell Knives does not have this knife ordered delivery is currently taking about 10 months. If ordered directly from Randall the wait is currently about 6 years.
 
Been dealing with them sine the 1970's and never had an issue. They rarely have Randall knives in stock.
 
Something sounds fishy to me?? 🤔
I also have been dealing with AG for more years than I can remember with Zero issues!! ✨
John 😁
 
UPDATE:
Full disclosure, they did good in the end;

I guess me posting on every forum worked! I got this email from them. Now let’s see how TD Visa handles this now that I cancelled the card.

“Good Morning Mr. XXXXXXXXXXXX,

I just became aware of the situation with your purchase from A.G. Russell Knives.

First, I would like to apologize. This situation was not handled properly on our end.

We do not ship USPS internationally for this exact reason, and no one made you aware of that. Had the request come through me (as it should have) I would have given you the option to proceed with USPS at your own risk or accept letting us ship by FedEx. If you had chosen USPS at that point, we would have explained that you would accept total responsibility for loss once the package left our building. If you had chosen FedEx, our standard shipping method outside the United States, A.G Russell Knives would have been responsible for the shipment until it left the United States.

However, someone in our organization decided to allow it to ship USPS without checking with me or the owner of the company, and the package ended up hung up. We contacted our USPS rep and after a few weeks they were able to find the package and said it was on its way back to us. (We have still not received the package) At that point, we should have credited your card back, but unfortunately that didn’t happen and for that I also apologize.

I also apologize that the tracking number was never given to you and that you were not communicated with properly during this entire transaction.

Having said that, I received a chargeback in the mail today and the funds have been removed from our bank account. I have attached a copy of the chargeback for you to view below. At this point, the funds are with TD Bank. Since you filed a chargeback with your credit card company, we no longer have your $669.95. If you have not received the funds, please reach out to TD bank.

While, I totally understand that you felt you were being scammed, a quick google search would have shown you that A.G. Russell Knives is a reputable company that has been in business since 1964 and VERY widely respected around ALL knife communities.

In closing, I would also like to say that while I understand your frustration, your use of language was not only unnecessary but downright rude, ugly and disrespectful. While Tina did not communicate as she should have, when she did, she showed you nothing but professionalism and respect.



Please let me know if have any questions.

Wishing you a better day.



Nicole Lesmann
NicoleL@agrussell.com
Customer Care Manager
AG Russell Knives, Inc
Russell’s For Men
2900 South 26th Street
Rogers, AR 72758-8571
(479) 631-0055 Phone”
 
Nice. Please post what you sent them that was described as rude, ugly and disrespectful so we can get the whole picture.
 
If the OP does not change the title, I hope a mod does so soon. This will come up in web searches.
 
🤦‍♂️

Edit to add: So the reason you got what you wanted has everything to do with the fact you posted on a bunch of forums*, and nothing to do with the fact that A.G. Russell is a stand up company that'll make things right when something happens?

I'd like to see your side of the communication too, a little courtesy goes a long way in life, and doesn't cost anything.


*Note that most responses here were in favor of them making right on this.
 
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Wild Willie said:
🤦‍♂️

Edit to add: So the reason you got what you wanted has everything to do with the fact you posted on a bunch of forums*, and nothing to do with the fact that A.G. Russell is a stand up company that'll make things right when something happens?

I'd like to see your side of the communication too, a little courtesy goes a long way in life, and doesn't cost anything.


*Note that most responses here were in favor of them making right on this.
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yep. ^this.
 
Courtesy goes a long way but after weeks of run arounds what does someone expect. Short of really offensive comments, I don't mind "rude" if your getting the cold shoulder from Customer service.
 
rmc001 said:
Courtesy goes a long way but after weeks of run arounds what does someone expect. Short of really offensive comments, I don't mind "rude" if your getting the cold shoulder from Customer service.
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Might be just me, be being terse doesn't usually get a response calling behavior out in a resolution email. "Weeks of runaround" on international shipping when something goes sideways is the risk you run when ordering outside the country. I know it's not ideal, but neither is anything else in life.
 
Many problems can be solved by talking to a person and being polite. This often gets them to prioritize your concerns, and they can become helpful. Rudeness causes many people to shut you out.
 
rmc001 said:
Courtesy goes a long way but after weeks of run arounds what does someone expect. Short of really offensive comments, I don't mind "rude" if your getting the cold shoulder from Customer service.
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That's why I'm interested in what he said to them that made their customer service manager go to bat for her person like that.
 
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