- Joined
- Apr 21, 2014
- Messages
- 1,008
Which is why I made it a point to mention that I wasnt sure about the actual legality involved before talking about our policy. You are right, we do not have a written refund policy on our website. Though we never expressly said the preorders were non-refundable either. I will talk to Guy about getting some wording together and get it added to the website.I apologize for any confusion
My original question as above was "Do I have legal standing for refund(s)? " meaning, is there a statute time limitation that can expire where I the buyer no longer has any standing by retail law to request a refund. I wasn't meaning to imply SK is doing anything "illegal"-- just the opposite. If My SK order is going to take 2 years (which it looks like it very well could) I want to know if I will be giving up any rights as buyer far down the road to seek a refund. Also, if there is no defined delivery time do I as buyer even have a right by retail law to EVER request a refund? These are questions about MY rights as a buyer under retail laws And that, with due respect, are questions completely irrespective of SK's policies and why I didn't ask you or on your forums it as it would be inappropriate.
Also, SK had/has no written early refund policy so I have no guarantees in writing. My only garuntee is what SK say's they are willing to do at any given moment in time and as gracious as SK is/has been, I still want to know what my consumer rights are now and two years in the future from where I put money up front.
I have to say that Ellie's response is one of the more unprofessional posts I have seen from a company here.
I was just trying to address concerns that were raised using information that is based on our experiences. I apologize if my post was too vague, I believe it may have led to some misunderstanding. I was trying to be concise, to avoid the too long:didnt read situation.Unfortunately it's typical of her responses to any criticism lately. It's the same thing we've heard for the last several months regarding the delays for the 4.7. I typed out a long reply to her post but then edited by post to avoid drama. I said the same thing though, total lack of professionalism.
To turn this around and try to say it's the customer's fault for making them take pre-orders. Or that customers are asking them to be unethical and lower their standards. Vacationing when your six months behind on a promised delivery date. No other small business owner could do what they're doing. No knife is good enough to put up with this treatment.
I in no means was suggesting it was the customers fault we took preorders. That line was just to say that we chose to provide a service for the large number of people who wanted to get an order in. Those are the same sort of people who flooded our inbox with Thank You messages after the most recent GSO-5.1 Preorder.
As far as vacationing, if I had known 4 months ago when my friend was booking her ticket that I would also be spending June burying my Grandmother and moving Guys Grandmother across the country, I would have asked if there was another time that she could squeeze me into her travel plans. Even while she was here I still took advantage of downtime to get some work done. As it is, I am missing another good friends wedding this month due to the circumstances. Life happens.
I did not feel that it was professional to comment on whether or not SURVIVE! is going to survive because I obviously have a biased outlook on that topic. Since it seems to have become the main concern here, I will address it at the end of the quotes.
In our experience, hiring people has led to a decrease in quality. Yes, there are a lot of folks out there who can finish and sharpen a knife, but can they do it as well as Guy does? That is key, since we have built our reputation on Guys edges and overall eye for detail. I agree, it is definitely on us to train people. So far the apprentices either werent getting it or lost interest or were unable to make the move from Gettysburg. As I said before, we are not refusing to hire employees. In fact, we have been actively looking for people who will be the right fit for this team. Until we find those qualified candidates, we do not want to waste time and money throwing the wrong people at the problem. Especially when that time could be spent on fulfilling orders, directly addressing the wait issue.You assume that hiring people somehow equates to inferior quality. Your grinding blanks and assembling handles, It's not rocket science by any means but teaching people costs both time and money neither of which are obviously in a great deal of supply hence the never ending crowdfunding for every single design. Hiring employees puts the onus on you to hire a qualified candidate and to train them sufficiently with enough time allowed to master the task they were hired for. If three additional people cannot equal the work of one single person then they were quite obviously not properly trained and the excuse of we can't train anyone so we just won't hire anyone and will just extend our already indefinite lead time into infinity is both laughable and unethical.
Other companies follow the same model, Bark River's Ambush line, Fiddleback Production, except that they can deliver, designed, built, and tested out of their own pocket, without the multitude of delays and the associated seemingly never ending excuses.
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There is a simple reason SK can't do a traditional business or SBA loan. It requires the loan officer to meticulously comb through your finances both personal and professional. No bank is going to make a loan to a 'Craft' company that is already 1.5-2 years in debt and still selling products that do not exist rather than closing books and making every effort to clear the backlog. I find it interesting that you have enough time to produce additional knives for monday sales rather than focus that time on the orders that were already paid for.
Bark River has been around a lot longer than we have, they dont sell direct to customers, and they are not built to order. That is about all I know about them, others will have to speak on how the products compare. I dont know much about Fiddleback, though it has recently been brought to my attention that our move to Monday sales is similar to how they do things. Again, I cant speak to how the actual products stack up next to each other. Just some points to consider when making comparisons.
There have been delays, either we can tell you why (make excuses) or not (lack transparency). We prefer to try and explain things.
And if they aren't capable of grinding, then how about assigning them to assembling those knives. Or further down the assembly line, how about boxing and printing labels. I find it further insulting for it to be said that there aren't dozens of individuals who would be capable of simple processes involved in their production level knives. American workers are intelligent and devoted and willing to learn to contribute to the process. Their knives are not of custom level expectations. They outsource a majority of the components. I am not questioning their quality as I own a 3.5 and 4.1 but my capacity for being duped by excuse posts on their part has reached its end.
Christian and I already do the assembly, final QC, packaging, and shipping. That is not were more hands are needed right now. The delays are in the more skilled tasks that Guy currently handles: finishing and sharpening. We believe there are definitely people out there who will be invaluable to us once we find them. The hard part is finding those people who are capable and but more importantly, willing. It sounds a lot easier than it actually is to stand in one spot with your head looking straight down for 8-10 hours a day.
The GSO-3.5 and GSO-4.1 that you own are great quality, but the new production models are to a completely different level. If you do not have a preorder placed, I do hope that you will have another opportunity to see a new spec knife first hand to compare them.
The comment about being away during Blade is irrelevant. We were never planning to attend Blade Show this year, with or without the funeral.A week long funeral in Hawaii during Blade? Yes. I caught that. Thanks.
On the one hand you're right, they don't have to tell us about their personal issues. On the other hand, they have been making excuses since Christmas so it is reasonable for customers to have some type of explanation.
Look, if they are going to make excuses I'm going to make judgments on them.
A lot of us have worked in small business and it can suck but like you said the struggle is not unique. When you are in small business you do what you have to do to get the job done.
We are doing everything in our power to fulfill orders. I can guarantee that we dont enjoy being behind like this. However, sometimes family has to come first. I can understand if we were ducking out for every birthday, graduation, wedding, reunion, etc that comes up. I have a big family and I let them down a lot. This is one where that wasnt an option.
In previous years we were able to produce more than one or two models a year. For every knife that ships out demand increases. We honestly werent sure what to expect when opening up preordering, which is why we were very open and up front about no guaranteed delivery date on preorders. We believed that people who were not ok with those terms would not place an order. Since then we have made the mistake of estimating delivery timelines before we had the materials to know what level of additional care would need to go into each order. In the future, we will not do that..
No sugar coating it there. given me a lot to think abou
Your statement about "still selling products rather then closing the books and clearing backlog".. really hits home...
SK now has NINE Backloged models. Considering they have only been able to make one~two models a year.. for years now, why did they open up the books and expand the backlog to NINE different models?
Ellie, all good intentions aside, opening up a preorder backlog for Nine models didn't seem excessive to you guys? Even if you could have met your wildest best guess production estimates at three/year that would make for 3 years lead time by the most OPTIMISTIC estimates.. Was SK comfortable with three years backlog? What IS SK's comfort level for backlog on prepaid items?
Other estimates provided by people not us, are their own opinion. It appears that they are basing it off of the records of 2 of the most popular models, which also happened to be the first ones to go through these new production methods. I believe we will be able to adjust their numbers as we continue working our way through the models.
During the SURVIVE! Starter campaign we received a ton of requests and concerns because we had not included the GSO-6 and GSO-10. Similarly, after the GSO-5.1s sold out we received many requests, all promising that they didnt mind waiting however long it takes. I completely understand that the preorder wait is frustratingly long, but it is equally frustrating for the folks who cant be there for the Monday releases. We are doing what we can to satisfy both groups of customers.
He "threw out" that "aggressive word" long before your company was named -- by another poster who recognized your practices and verbiage, I might add.
Which just goes to show that it is easy enough to read between the lines and know who he was talking about.