Pardon if this is the wrong forum to post this to.
I recently purchased a custom folder from an online dealer. I won't divulge their name, but it rhymes with wife heart. Normally I would be more discrete, but I am particularly miffed at this dealer.
At the time of ordering, I specifically asked if there were any scratches on the knife, as the scales were brushed titanium, a material obviously very susceptible to scratching, and I happen to be fanatical about being the first to scratch anything I buy new. If I wanted a scratched knife, I'd buy a used one. I also inquired as to the smoothness of opening/closing the blade.
I was told the knife was unscratched and was operating smoothly, so I placed the order. Price, $350 plus shipping.
Upon receiving the knife, I was disappointed to see it had numerous light scratches throughout the scales, most of them concentrated along the edge of the non-clip side. There was also one long noticeable scratch on the same side. IMO the smaller scratches were of the size, quantity, and direction consistent with a knife that was carried for at least a couple of days, placed into/pulled out of a pocket, rubbing against cloth repeatedly. At best, if not carried, the scales were shop worn.
To amplify my dismay, the liner lock was very tough to operate, giving me a thumb blister from playing with it for a couple of hours.
I immediately called the dealer and relayed my disappointment. I was cordially told "no problem, just send it back for a refund." by the shop owner's brother, whom I had originally placed the order with. I returned the knife the next day.
A few days later I received a call from the owner of the shop to verify why I returned it. I explained about the scratches and the liner lock stiffness. I was told that the scratches had been "taken care of", that it was definitely never carried, and that this particular maker's liner locks are thicker and therefore somewhat stiffer. (by contrast, I have owned several liner locks as thick or thicker that were much smoother to close) Whether or not the problem with the liner lock was real or perceived, the knife was scratched when I got it, thus it was returned. The shop owner somewhat begrudgingly agreed to proceed with the refund.
I maintain that the stiffness was to such a degree that it was beyond the original intention of the maker...and in fact upon describing the condition of the lock via email to the maker, he promptly offered to repair/replace it. Unfortunately I had just returned it prior to his offer.
So, today, over a week later, my credit card had still not been credited for the knife. I called to inquire about it. Apparently the credit slipped through the cracks and had not yet been processed. Good thing I called I guess. At the end of the conversation, I verified the total of the refund. I assumed it would be for the price of the knife and would also include a refund of the shipping paid.
I was told flat out there are "no refunds on shipping". Indeed, this is an understandable position when dealing with a customer who is returning something for matters of taste. If Joe Customer decides he simply doesn't want the knife, but there's nothing wrong with it, it seems quite reasonable that he should not receive a refund on shipping.
However, in this case, I specifically inquired about scratches, and was assured there were none. Had I been told, "yes there are several small scratches on it", I would definitely not have ordered the knife. I tried to reason with the shop owner, using this logic, but apparently my logic is somehow flawed. I was told "I am not going to argue with you, I am simply not going to refund the shipping."
Now, the amount of money we're talking about for shipping is negligible. But more than the money, the principle here is what upsets me. The knife I received was not in the condition described, and specifically asked about. This is obviously not my fault, yet somehow I am expected to pay for the inability of this dealer to deliver the goods as described. After this experience, I will certainly not be doing business with this "respected" dealer again.
Your thoughts?
Rob
I recently purchased a custom folder from an online dealer. I won't divulge their name, but it rhymes with wife heart. Normally I would be more discrete, but I am particularly miffed at this dealer.
At the time of ordering, I specifically asked if there were any scratches on the knife, as the scales were brushed titanium, a material obviously very susceptible to scratching, and I happen to be fanatical about being the first to scratch anything I buy new. If I wanted a scratched knife, I'd buy a used one. I also inquired as to the smoothness of opening/closing the blade.
I was told the knife was unscratched and was operating smoothly, so I placed the order. Price, $350 plus shipping.
Upon receiving the knife, I was disappointed to see it had numerous light scratches throughout the scales, most of them concentrated along the edge of the non-clip side. There was also one long noticeable scratch on the same side. IMO the smaller scratches were of the size, quantity, and direction consistent with a knife that was carried for at least a couple of days, placed into/pulled out of a pocket, rubbing against cloth repeatedly. At best, if not carried, the scales were shop worn.
To amplify my dismay, the liner lock was very tough to operate, giving me a thumb blister from playing with it for a couple of hours.
I immediately called the dealer and relayed my disappointment. I was cordially told "no problem, just send it back for a refund." by the shop owner's brother, whom I had originally placed the order with. I returned the knife the next day.
A few days later I received a call from the owner of the shop to verify why I returned it. I explained about the scratches and the liner lock stiffness. I was told that the scratches had been "taken care of", that it was definitely never carried, and that this particular maker's liner locks are thicker and therefore somewhat stiffer. (by contrast, I have owned several liner locks as thick or thicker that were much smoother to close) Whether or not the problem with the liner lock was real or perceived, the knife was scratched when I got it, thus it was returned. The shop owner somewhat begrudgingly agreed to proceed with the refund.
I maintain that the stiffness was to such a degree that it was beyond the original intention of the maker...and in fact upon describing the condition of the lock via email to the maker, he promptly offered to repair/replace it. Unfortunately I had just returned it prior to his offer.
So, today, over a week later, my credit card had still not been credited for the knife. I called to inquire about it. Apparently the credit slipped through the cracks and had not yet been processed. Good thing I called I guess. At the end of the conversation, I verified the total of the refund. I assumed it would be for the price of the knife and would also include a refund of the shipping paid.
I was told flat out there are "no refunds on shipping". Indeed, this is an understandable position when dealing with a customer who is returning something for matters of taste. If Joe Customer decides he simply doesn't want the knife, but there's nothing wrong with it, it seems quite reasonable that he should not receive a refund on shipping.
However, in this case, I specifically inquired about scratches, and was assured there were none. Had I been told, "yes there are several small scratches on it", I would definitely not have ordered the knife. I tried to reason with the shop owner, using this logic, but apparently my logic is somehow flawed. I was told "I am not going to argue with you, I am simply not going to refund the shipping."
Now, the amount of money we're talking about for shipping is negligible. But more than the money, the principle here is what upsets me. The knife I received was not in the condition described, and specifically asked about. This is obviously not my fault, yet somehow I am expected to pay for the inability of this dealer to deliver the goods as described. After this experience, I will certainly not be doing business with this "respected" dealer again.
Your thoughts?
Rob
It seems that some people inspect knives at arms length in the dark to determine if there are scratches on a knife. 