Well here is the email I got and the response.
To whom it may concern,
The knife I ordered was the spyderco ladybug, The one I received was the
ladybug 2 with the sheepsfoot blade. The envoice stated that it was the
ladybug like I ordered. I can appreciate the fact that you were having
difficulties for a little while, however, why was I not contacted?
You where not contacted simply because we assumed the knife we sent was the correct knife. Why would we contact you? You placed an order and we shipped it. How is the box the knife came in marked? Does it say SC-LBK? If so then we would assume that the manufacturer placed the right knife in the box. If they did not then you are giving us a bunch of grief over a mistake which was not necessarily caused by us. If that makes you feel better then fine but to do it in public before we find out what the real problem is and where the real blame lies is not cool in my book.
It would have been wonderful to have at least received a message on my answering
machine stating what was going on. Instead, nothing.
Again why would we contact you when from our point of view the order was fine and shipped within the 14 days we allot to all orders.
I had no desire to "rake you over the coals" as you put it, but, I am in management at a very
large book distributorship, and had we handled an order as incompetently as
this one has been handled, someone's head would have rolled.
Incompetent? You are assuming that we knew all along that we sent you the wrong knife.
Great! You are in management. So I will take to the liberty to talk to you in a different light then I would a regular customer. In that regard I just edited the answer to your first question so we are speaking man"ager" to man"ager". Let's stick to the facts here and remove emotion, first rule of effective management. Based on what you wrote above you would fire someone who makes a simple mistake? So using your method of management, a customer orders a book. Let's say, Stephen Hawking's "A brief history of time" and he is accidentally shipped the sequel. The customer receives the book and never calls in to report a problem with their order. Insted they go to BookForums.Com and pick the most popular forum and slams your company. Based on what you said above, you would find out who shipped the order incorrectly and you fire them on the spot? Man I am glad I don't work for you.
You placed your order on Saturday the 13th. You received it on the 26th which is within our 14 day shipping window that you are aware of. If you are not aware of it then you may want to read the screens presented to you during the order process. Here is one of the lines you would of read if you had looked.
"Most orders are filled within 48 hours. You should expect to receive your order within 7-14 days depending on where you live and the desired shipping method."
It also appears on our shipping info page.
http://www.onestopknifeshop.com/store/shipping.html
We don't stock every knife at all times, no one can. I also doubt very seriously that your company does either and you may be out of a book when a customer places an order on occasion yourself. We run a very efficient inventory management system and when the item you ordered was out it was reordered immediately. In your case we received the wrong color when it came in (blue). We then ordered again and according to our records we received the correct model. Now I do not doubt that a mistake was made and I will do what ever I must to correct it. This is not a perfect world and mistakes do happen, it is how we handle them that we are judged by.
I truly enjoy
"looking" through your store and I love the time I spend on Bladeforums,
however, I do not appreciate being badmouthed on the forum.
You are kidding right? You think you can go in and badmouth us and not expect us to return in kind? You could of called us to correct the situation. You sir chose the immature route, we only responded to it. Big difference. I guess you expect that you can just say whatever you want without being held responsible for your actions because "the customer is always right". Wrong, you were wrong in how you handled it and now you are upset because we called you on it? Funny.........
Again keep in mind that this is not our normal response but since you admitted being in management I am not responding to you in a normal fashion either. You bought a $16.99 knife which we made all of 3 bucks on and you then have wasted a bunch of my time responding to your immature outburst. I am getting tired of seeing people using my forum as a sounding board to bitch about customer service issues before taking the appropriate steps to correct the problem first. No you chose to slam my company in public with no accountability, not cool in my book.
I admit my post there was hostile, but the response to it was very immature and just as hostile.
I would of used the "kill 'em" with kindness routine if I had been given the chance. Again I don't like people using my forum, especially the wrong one to begin with, to air their problems with dealers before taking the proper steps to rectify the problem first. Am I being a bit harsh with you? Probably.
I am not concerned about getting my knife exchanged or whatever it
is you do in cases like this, I really do not have the time or the money that
it would take to ship it back to you, get you to replace it, and wait for it
to be shipped back.
Give me a freaking break dude. You have the time to write a post slamming my company in our busiest forum, yet you don't have the time to pick up the phone and call us to see how we could solve this problem? I am not falling for that. FWIW I would pay for the return shipping on any order we screw up. But you would not know this because you never asked.
Once again, I appreciate your attention in this matter.
And I would appreciate the chance to rectify the situation to your satisfaction but if you don't give me that chance there is not much I can do, right?
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Best Regards,
Mike Turber
BladeForums Site Owner and Administrator
Do it! Do it right! Do it right NOW!
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