What the heck AG Russell?!

ginshun

ginshun

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I placed an order Monday morning. It is now Friday afternoon, and I just called and found out that it has not shipped yet, but probably will today. No back orders or anything, thats just how long it has taken.

Sheesh, I know its a busy time of the year, but get some efficiency skills down there!
 
Hold onto your shorts there, fella - AG Russell is one of the oldest independent knife purveyors in the country and they are pretty nice folks there. They have an outstanding rep for proper service, which is measured in far more ways than simply walking into the warehouse and stuffing a knife in a fed-ex box.

Just think Southern Hospitality when dealing with the folks at AGR Cutlery and you'll be okay.

It's also more or less a family-run business. New Graham may be a faster to get items out, and I really think they have the game DOWN at NGK, but AG is about finding knives you will not find elsewhere.
 
I don't buy that. The order should have gone out no later than the next day, IMO. Somebody dropped the ball on that one.
 
Was it a handmade or custom knife? I know there can be times when a Dozier or something takes a week or two to ship because even though A.G. has a pipeline for 'em they can run out.

(Edit: I just noticed you said there was no back order, so nevermind! :-))

If it's a regular production knife, there may be a story we don't know behind it. Anyway I don't think things like this happen very often with A.G.
 
No excuse for that. Although I like AG as a person, and we share many values, and the warranty is the best possible, recently customer service has sucked and the prices are WAY out of line:eek: If AG wants to compete in the "new world" they need to streamline and get it right. Oh and by the way NEVER buy that "AG Russell exclusive B.S." because that is just what it is!:jerkit: Which is what REALLY pisses me off. I learned the hard way about 5 times that an AG Russell "exclusive" means you might have to wait 3-6 month before the same product shows up at 1/2 the price from another dealer/netailer:mad:
 
ginshun said:
I placed an order Monday morning. It is now Friday afternoon, and I just called and found out that it has not shipped yet, but probably will today. No back orders or anything, thats just how long it has taken.

Sheesh, I know its a busy time of the year, but get some efficiency skills down there!
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I need your name, and zip so I can find out what happened and prevent it happening again. If you had placed your order on Friday I might think it could happen with no one to blame, but, not placing it on Monday. If you do not want to give your name and zip on the forum send it to agr@agr3.com

A. G.
 
marcangel said:
No excuse for that. Although I like AG as a person, and we share many values, and the warranty is the best possible, recently customer service has sucked and the prices are WAY out of line:eek: If AG wants to compete in the "new world" they need to streamline and get it right. Oh and by the way NEVER buy that "AG Russell exclusive B.S." because that is just what it is!:jerkit: Which is what REALLY pisses me off. I learned the hard way about 5 times that an AG Russell "exclusive" means you might have to wait 3-6 month before the same product shows up at 1/2 the price from another dealer/netailer:mad:
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Mark:

Yes, Garry Fadden of Al Mar decided to cancel our exclusive after a year (not six months), and I think it cost him dearly, ask him if he would cancel an exclusive to us again.

If you are talking about some other knife then I really need to know about it. To the best of my knowledge we have never had anyone else sell an exclusive of ours to any one else. I have seen customers selling their knives to dealers who have no idea of the value.

again, if you do not want to put the details here send them to me at: agr@agr3.com

A. G.
 
Handled with a touch of class. Nice to see.

Just got an AGR Deerhunter in D2, after using one in AUS-8A for many years. Amazingly efficient cutting geometry--these little knives are wonderful pieces of engineering on their own, and especially so with the Blackie Collins sheath.
 
Danbo said:
I don't buy that. The order should have gone out no later than the next day, IMO. Somebody dropped the ball on that one.
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Danbo:

Think about it. On the Monday after Thanksgiving we had over 1,400 orders, this is overwhelming, it took two days to get them into the computer. Something over half of them got to shipping that first day, but, the remainder did not get to shipping until Tuesday.

Thank god, I would rather have a flood of orders and a tiny handful of folks saying bad things than the reverse.

all the best, A. G.
 
Sometimes things get lost in the shuffle. Things don't always go as they should. Four days is longer than it should take to get something shipped out, but who knows what might have caused the delay. Hopefully you will get your knife and be happy and all this will be forgotten. Have a very merry Christmas.
 
Danbo, I agree with AG 100%. On-line stores get a flood of orders this time of year and we all have to demonstrate some patience. Let's all be reasonable and not be so quick to pass judgement. AG Russell has the finest customer service in the knife world IMHO.

whitie
 
Monday was the "Black Monday" of all Black Mondays. It was the busiest for on-line sales ever reported.

You guys are brutal and insatiable. I am glad I am not in retail cause I would be cramming 2X4's up butts, losing customers left and right [to hemorhage:D ] and cussing myself out of business.

Have a great Holiday AG, may it be the best and busiest for you guys, ever.
And to those who can't wait a week for a knife to go with the 9000 other knives laying around your house..................:jerkit: :rolleyes: :jerkit:


:p :p :D :p
 
wolfmann601 said:
You guys are brutal and insatiable. I am glad I am not in retail cause I would be cramming 2X4's up butts, losing customers left and right [to hemorhage:D ] and cussing myself out of business.
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Wolfmann - How right you are.

E-mail and online shopping is conditioning everyone to expect everything to move as fast as their electronic messages or orders - instantly. It seems like some people are sitting with stopwatches, wondering why replys or shipping is taking so many minutes.

As someone who remembers the time before computers, patience was a lot more common in those days.

David
 
I can't speak for AG Russell, but as someone who has to deal with processing mail/phone/web orders for a large-scale merchant I'll tell everyone there can be delays in verification and/or authorization when it comes to credit card payments. Banks, card companies and payment processesors are dealing with so many transactions every day that sometimes there are hold-ups or problems. I'm not saying that's what happened in this case, but it can and does happen, especially at this time of year.
 
can't believe guys jimping on AGR that badly! This should be something between him and the customer unless you also have a beef with AGR from before. Really cool the way AGR is handling this !
 
I have purchased a lot of knives from AGR. Service has always been top notch for me.
 
I have purchased a lot of knives from AGR.Service has always been top notch for me also. :)
 
The Al Mar Ospreys were "exclusives". The Schrade Kious I believe was an "exclusive". There have been alot of exclusives that have showed up on the market, particularly on the internet at 2/3 or 1/2 the price you charge. I believe the black pearl William Henry K-22 also showed up as well as the Santa Fe Stone Works Black Pearl Kiwi were billed as limiteds or "exclusives". As for dealers outside the internet, I can't really help there. But Sooner State Knives, Knife Center of the Internet and several other 'netailers have showed up with the goods not long after AGR has. Right now, I can get the black pearl Queen/Burke collaboration for $234, I believe the AGR price is $345.That is just one example. Another exmple that isn't really billed as an exclusive but you would have to be blind not to recognize it is the white handled Kershaw/KAI kitchen and steak knives with the AGR stamp on them. "Unless you buy from a top maker of..." Come on, please don't insult my intelligence. All I have to do is buy from Kershaw, same knife, black handle.

Now I have noticed the "exclusive" part has dropped from your catalog quite a bit these days...but the prices are just not competative with the rest of the market. You need to know that and you need to do something about it.

I'm sorry you felt the wording was strong, but I paid ALOT of money for that set of Ospreys and went to ALOT of trouble to get them since your staff didn't seem to understand the difference between a BILLING address and a SHIPPING address and I had to drive 25 miles at 5:00AM to get those knives before they got shipped BACK to you by UPS because thay wouldn't leave them on my door since my wife and I both work. When they showed up being offered by every Tom, Dick and Harry for 2/3 of what I paid, I was more than a little upset.

One of the first custom knives I bought was ordered through you from my wife for a Christmas present. Now back then I wasn't very knowledgable about the custom knife world. She had ordered 6 months in advance expecting to have it for Christmas. Well, the maker was a little slow, understandable. I got the knife nearly 18 months after the order was placed. Did my wife hear from your company. NOPE. Did I have to call at least 3 times, YEP. Does she order custom knives from your company, the cutting edge anymore? NOPE.

Finally, was I thrilled with the fact that you no longer have an "Authorized AGR" dealer near my home, because of business decisions NOPE. BTW, that dealer was Country Knives in Intercourse, PA, if you want me to name names.
 
Finally, what prompted my response was the reply to the gentleman who dared to criticize your company received. It was unfair and frankly Parker's response regarding, "...finding knives you will not find elswhere" sent me over the edge. I appreciate your emailing me with your concerns Mr. Russell. I feel they should be made public. After all, the first amendmant is probably just as important as the second amendmant, although I may hate to admit it.
 
Marcangel, I for one, really appreciate your posting your experiences about dealing with A.G.

I have had good experiences with them as well, but it helps EVERYBODY to learn pros and cons of dealing with someone that they might not know.

Best Regards,

STeven Garsson
 
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