What is with A.G. Russel?

[hardheart]

I'm not sure why this seems hard to understand for some people or why some in this thread seem to feel that they somehow have the right to set a merchant's prices. If you don't like it, don't buy. Pretty simple.

Some feel that way because they understand how things work. The consumer does set the merchant's price.

 

[watchcollector1968]

AG, it does not matter one bit what you do, there will be some who for whatever reason want to insult and try to hurt your business. I dont think they can, but they will try. I personally am happy enough with AG Russell that many times I have taken the 2 hour drive from Tulsa, OK just to visit the shop and pick up what I want.

Severedthumbs, let me ask you this. I mentioned earlier that I had a knife I bought there, a year later while using it the handle cracked. I let the knife sit on a shelf until I made a routine trip to AG Russell, the happily offered a refund or exchange for the same knife or something else. I chose to try another knife. Now, can you tell me any other knife dealer who does that?

Keep in mind, other knife dealers let you return within a certain period so long as the knife is un-used and able to be resold. They may even take back a faulty knife out of the box....but I want to know one that does not care how you used it or how much time has passed...AG Russell lets you decide what his guarantee means. Ok, Im waiting....name one...

 

[roughedges]

Some feel that way because they understand how things work. The consumer does set the merchant's price.

I say this without the intent of being sarcastic, rude, insulting or anything of the sort: That is a much more simplistic point of view than I've come to expect when reading your posts.

 

[hardheart]

Well, it's the basic point of supply/demand. If you can't produce something at a price the market will bear (what the consumer is willing to pay) then you don't stay in business. I think AG is doing pretty well, though.

 

[A. G. Russell]

Some feel that way because they understand how things work. The consumer does set the merchant's price.

Hardheart,

You are right, sorta, The Market, that is the mass of consumers, sets the price. One consumer has neither power nor effect.

For the first 5-6 years in this business I knew nothing of the power of the Market, even though I had a BS in Business Ad. I sold, very successfully, at full retail ( I had no competitors) When the Market reacted I had to follow and lower my prices. When I can no longer sell a knife at a profit, it is dropped.

My Market, a segment of the larger knife Market, allows me to sell, successfully, at the prices in my catalog and web site.

Could I be more successful if I lowered some of my prices? This is a REALLY complex question and I will study it.

 

[Grey Mullet]

I like both A.G. Russell's and New Graham Knives. You don't have pick one over the other. I like to check both stores out.

The prices are not that much higher at A.G. Russell's. I'd shop around and get prices before making assumptions. I just looked for a Spyderco yellow serrated Salt I. At New Graham knives it is $57.43, at A.G. Russell it is $59.95. That's just a 4.2% decrease in price. A yellow serrated Tasman Salt at NG is $62.43, at A.G. Russell it is $64.95. That's just a 3.88% decrease in price.

I would like to return my purchase. How do I do that?

"A.G. Russell has one of the most solid guarantees of any retail company operating today. Simply put: We guarantee total satisfaction. You decide what satisfaction means, you decide how long you are entitled to be satisfied. If you need to return a part of your order, please ship it to the following address (a return address label is provided on the invoice for your convenience) or email us at agrreturns@agrussell.com/ for more information. Please return all parts of the product, including the warranty information and the product box.

Returns
A.G. Russell Knives
2900 S 26th St.
Rogers, AR 72758-8571.

Please include a brief description of why you are returning your purchase. We strive to provide top quality products and customer service. Customer feedback is an important part of that process."

Q. What is New Graham's Return policy?

"A. If we screw up...we will make right and cover any additional shipping expenses the buyer incurs.
--If buyer orders wrong item, or is not pleased with purchase, we will accept return and issue credit for the cost of merchandise only and only if it is still in factory new condition. Buyer will NOT be reimbursed for shipping.
--All our merchandise is factory new and comes direct from the manufacturer or from authorized national distributors.
--Please understand we do not manufacture the product, therefore we can not be held responsible for factory defects. Any item that you feel is defective can be sent to the manufacturer for evaluation or, at your option, returned to us for refund or replacement. We will NOT refund your shipping charges on defective merchandise.
--If return policy is abused, a 25% restocking fee will be considered.

NOTE: Due to return abuse, customers must contact us immediately concerning any shipping error, damage or defective product. If customer chooses to return item(s) to New Graham, it must be returned within 3 days of original delivery. Package the item(s) well using a suitable box and proper packing material. Include a copy of your invoice, a note detailing the problem and contact information so we can process the return in a timely manner."

 

[severedthumbs]

Severedthumbs, let me ask you this. I mentioned earlier that I had a knife I bought there, a year later while using it the handle cracked. I let the knife sit on a shelf until I made a routine trip to AG Russell, the happily offered a refund or exchange for the same knife or something else. I chose to try another knife. Now, can you tell me any other knife dealer who does that?

sorry I am unaware of any other dealers that have extended warranties built into the pricing.

 

[T. Erdelyi]

I met AG at the first ECCKS, he had to leave before I bought my first "One Hand Knife" ,(he cut his finger and had to go get stitches) I came back the next day and bought my knife, I've bought from him ever since.

His products are all quality, his service is outstanding, his prices are comparable, (if you want a better price, checkout his specials and closeouts).

Having met with AG in person, dealt with him via email and phone in regards to purchaces, he's a stand up dealer and a hell of a nice guy.

+1 for Mr. Russel.:thumbup:

 

[tvranesic]

Let's also consider that NG's return policy would likely be MUCH weaker if not for the strength of A.G.'s policy.

 

[severedthumbs]

Let's also consider that NG's return policy would likely be MUCH weaker if not for the strength of A.G.'s policy.

lets not assume that because that assumption is based on no solid ground.

 

[jvan]

I have made a few purchases from A.G. over the past few years and if I pay a couple of bucks more for a certain knife I look at the premium as part of my subscription to the best knife catalogue available. And of course the other Russell catologues which I thoroughly enjoy.

 

[Brutus013]

sorry I am unaware of any other dealers that have extended warranties built into the pricing.

Do you not understand anything that's been said? He isn't charging the, on average, probably less than 10% extra because of an "extended warranty." He is charging what he feels will get him the most money. Now he's obviously not quite as greedy as that statement kind of implies, he has great customer service, a great website, a cool catalog, and the people who shop there shop there because they've had good experiences in the past. If people are willing to pay extra, why wouldn't he charge more? It's business. Why would he charge less because SOME people want to pay less, when he can keep his current pricing and, apparently, make great business with plenty of loyal customers?

 

[A. G. Russell]

This is a wonderful thread, I especially want to thank Severedthumbs and Hardheart, there would have been fewer posts with out Thumbs challanges and Heart made me think.

I also want to thank Tyranesic for his great point.

 

[Bob W]

Do these people not check other prices on the net? They are a good 20% higher or more on most of their knives than any other place. How do they stay in business?

I shop from many different dealers each year, and AG is one of the best:

Best warranty, hands down.
Fair shipping charges.
A wide variety of knives from around the world, many of which cannot be found elsewhere.
Supports KnifeForums and BladeForums.
AG's prices are competitive on many name-brand knives. Look at the Ka-Bar Dozier models for example. $20 at AG's, $22 at Smoky Mountain. Not only is AG less expensive, but he carries a larger selection.
Nicest catalog (descriptions, photos, etc.) in the business.
AG Russell's own branded knives, some of the best bargains in the knife market.
A real showroom, should you be in the NW Arkansas area, with staff that are as knowledgeable and as friendly as can be found anywhere in any business.

Also, my Wife is a regular customer of AG Russell's even though she knows little about knives. When she selects me a gift from AG's catalog, she never have to worry about the quality or desirability of the item when it arrives.

 

[cutter17]

Already said it, but I'm gonna say it again..........AG Russell puts out the BEST catalog I've ever seen. The descriptions are great and some of the additional info you find is well worth the read. Heck I look more forward to the AG Russell catalog coming than I do Knives Illustrated!! As already said this catalog can not be done on the cheap. I don't know the exact number, but it is a bunch of these that you get annually. I'll buy from Mr. Russell just to keep the catalogs coming!!:thumbup: And I mean that as a compliment.

 

[Absintheur]

I have bought several knives from AG Russell and couldn't be happier with a company. I always scout out the seconds section and have bought several from there...(I have yet to find the cosmetic blemishes on anything, lol) and I alway check out the e-mail specials. My dad always gives knives for Christmas, this year I made sure he had a AG Russell catalog and even high lighted a few items. While I rather doubt I will get one of the fantastic Chute Knives this years I do have high hopes for an Agent's Office Knife or a Folding Sting, I already have an original Sting in stag and one of the Folding Spear Points.

Btw...don't fail to check out Russell's for Men....many great non-knife products as well as knives not in the AG Russell catalog! This Canal Street Bowie is also on my "Dear Santa" list.

http://www.russellsformen.com/

 

[akadave2]

Dave,

I will now have to put staff to comparing prices of all of the commodity knives on the web site. I think that maybe your estimate of "20% or more on most" may be a slight bit over the mark.

When we price an item, we have in the past checked the price with two or three of the leading net dealers and then we put our prices a dollar or two above there, based on our belief that our service and guarantee should be worth that small amount. I am not interested in being the low price leader, I leave that to SMKW and to the kids who try to work on tiny margins, not understanding until too late what that leads to.

When an item is both on the site and in the catalog you can expect the price to be high, the POSTAGE and paper are expensive, last year we got hit with a 33% increase in the cost of mailing catalogs, if you have not bought in the last couple of years you will not get another.

We promise to do our best to be at least as low as we have been and better if we can.

I appreciate your response. I understand the cost of doing business. I am in sales and I am responsible for over a million in revenue yearly with my company. I have to be competitive in a commodity market as well as offer service that is at the top of the industry standard (no I dont sell cars). I will agree that 20% is a bit high for some of your products and at the same time a little low on some. I guess you are comparing your prices to the next highest on the net. I also understand, living in a relatively remote part of the country that it is often necessary for me to do business over the net. I understand this because a great deal of my personal purchases are done this way. I try to support the local guy and do so most of the time with the things I can. This usually results in paying a higher price for brick and mortar and I get really great service from my local knife dealer. That being said, I have also gotten great service from 90% of the online shops I have purchased from even though service from an internet shop is limited. I cant go in and handle the wares on the net, I cant talk to experts in the shop and I cant cherry pick knives on display. I could send back defective product or product that didnt live up to my expectation in every case without hassle one so aside from a very nice catalog, which I agree is top notch, the only advantage your shop has is exclusive knives and some semi-customs that have a long waiting list usually, which is fantastic. I believe someone made mention that a person could send a knive back to you after six months or so? I wouldnt expect you to be a Costco and I think this is ridiculous that someone would actually expect this if it is true.

 

[Kevin Jones]

Some folks don't mind paying a bit more to deal with a reputable dealer and do business with a quality inividual. If you've ever had a problem with anything you bought from A.G. Russell, you'd quickly understand why many do business with A.G.

Well said.
In this day & age, it's refreshing to see that a "cheap price" is not ALL that's important.

When I had my Auto Parts stores I had over 100 years of automotive experience behind the counter of my main store. All a customer had to do was identify the condition or the sound and their problem was diagnosed.

Well it got pretty frustrating when folks started going to the discount houses to save 10% on their parts after we had been nice enough to tell them how to fix their problem.

It cost a business to provide a high level of service.

 

[akadave2]

Well said.
In this day & age, it's refreshing to see that a "cheap price" is not ALL that's important.

When I had my Auto Parts stores I had over 100 years of automotive experience behind the counter of my main store. All a customer had to do was identify the condition or the sound and their problem was diagnosed.

Well it got pretty frustrating when folks started going to the discount houses to save 10% on their parts after we had been nice enough to tell them how to fix their problem.

It cost a business to provide a high level of service.

You cant compare internet business to a real store front. My brother-in-law owns a shop and service is pretty much everything. You cant provide what you are talking about over the net.

I do agree that price is not everything...but its one of the things and its a pretty big thing to a lot of people especially these days.

 

[Silverdagger]

Do these people not check other prices on the net? They are a good 20% higher or more on most of their knives than any other place. How do they stay in business?

I see their pricing as being competitive with other net dealers. Sometimes they are more, sometimes they are the same, sometimes they are less. The one constant is that you get the best warranty and service, every single time, and you get to do business with probably the single person who has done more for the knive retail industry than any other person I can think of.