What is the right thing to do when a knife is missing in the mail?

[SIFU1A]

not that easy either, its a hassle but i will do it for a bud.

 

[A. G. Russell]

There are two stickies at the top of this forum that are worth reading:
How Should You Package Knives for Shipping? by Cougar Allen
Suggestions for having a good Buying / Selling / Trading experience by Spark

Besides these stickies, I also agree with everyone who has said that the seller has an absolute responsibility to get the item to the buyer. No quibbling about insurance or delivery confirmation changes that.

The only exception is a clear prior agreement between buyer & seller that shipping by an appropriate service fulfills the deal. This is unfortunately necessary in some international situations. But you can't take it for granted. If the seller hasn't specified it, then he is responsible for delivery, not just shipping.

When a customer in England buys a $500 knife and says ship it UPS and state the value at $50 so I do not have to pay the Queen's Customs Service so much money. You explain that if the value is stated as $50 it will not be iinsured for more than $50 and if lost that is all that he will be refunded. "No problem" he says. The knife is lost and he demands the full amount. You already know what we did BUT what do you think we should have done?

 

[rifon2]

A.G. you've been doing this business very successfully for a good long time,
so I wouldn't pretend to give you an answer to your question.

I would love to know how you handle such a situation, though...

 

[Keith Montgomery]

When a customer in England buys a $500 knife and says ship it UPS and state the value at $50 so I do not have to pay the Queen's Customs Service so much money. You explain that if the value is stated as $50 it will not be iinsured for more than $50 and if lost that is all that he will be refunded. "No problem" he says. The knife is lost and he demands the full amount. You already know what we did BUT what do you think we should have done?

In my opinion you should have paid him $50.00. The customer was trying to get the best of both worlds by not having to pay much VAT, but also demanding a full refund when the knife was lost even though he originally agreed that he would only get what the knife was insured for.. As far as I am concerned the guy is a jerk.

 

[rifon2]

In my opinion you should have paid him $50.00. The customer was trying to get the best of both worlds by not having to pay much VAT, but also demanding a full refund when the knife was lost even though he originally agreed that he would only get what the knife was insured for.. As far as I am concerned the guy is a jerk.

He could be a jerk, and he's playing a game, but he's also
a customer who just spent $500.00 at your store.

On a knife.

Being as cut & dry as your suggesting might not be the overall best solution...

 

[A. G. Russell]

In my opinion you should have paid him $50.00. The customer was trying to get the best of both worlds by not having to pay much VAT, but also demanding a full refund when the knife was lost even though he originally agreed that he would only get what the knife was insured for.. As far as I am concerned the guy is a jerk.

You are absolutly correct. A real Jerk. We refunded in full and 86ed him. He cannot order from us again, Who lost? We learned about a dishonest person before he really hurt us.He was afraid that we would post his name in the forums. Talked about "taking advice"

 

[A. G. Russell]

He could be a jerk, and he's playing a game, but he's also
a customer who just spent $500.00 at your store.

On a knife.

Being as cut & dry as your suggesting might not be the overall best solution...

He might have gotten the knife and is lying about it? Why risk doing business with a jerk? I have thousands of wonderful customers, why would I worry about one like him?

 

[rifon2]

He might have gotten the knife and is lying about it? Why risk doing business with a jerk? I have thousands of wonderful customers, why would I worry about one like him?

I appreciate your candor, A.G. and your willingness to share your
views based on experience in dealing with situations like this one.

 

[Keith Montgomery]

He could be a jerk, and he's playing a game, but he's also
a customer who just spent $500.00 at your store.

On a knife.

Being as cut & dry as your suggesting might not be the overall best solution...

He agreed to accept the $50.00 as the refund amount if the knife was lost or stolen, and then demanded a full refund. Who needs a customer like that. Sorry, but I think the guy is dishonest and after pulling something like that I wouldn't ever want to deal with him again.

A. G., you did more than I would have.

 

[rifon2]

He agreed to accept the $50.00 as the refund amount if the knife was lost or stolen, and then demanded a full refund.

Re-reading the last few posts, I'd not fully understood the circumstances (he demands the "full amount" = the
full selling price amount (500.00) ; not the full amount agreed upon (50.00).

So yes, customers like that are obviously to be avoided; it's not even a close call.
Sorry I was a little slow on the uptake there. Staying up too late - with accordingly
depleted cognition. Apologies.

 

[Esav Benyamin]

Sorry, but I think the guy is dishonest and after pulling something like that I wouldn't ever want to deal with him again.

Keith,

We refunded in full and 86ed him. He cannot order from us again,

A. G. is saying he won't ever deal with him again. I think this may be even more of a problem for an individual seller, though, who doesn't have a thriving business to back him up.

 

[UnixDork]

I just went through this situation as a buyer. As I hope to make knives myself some day, it was a learning experience.