www.cuttingedgeknives.com.au :thumbdn:

[Malicious_intent]

recieved my order form www.cuttingedgeknives.com.au today

i ordered the following ;
two cold steel kukri machetes with sheaths
one cold steel magnum kukri machete with sheath
one cold steel frontier hawk
2 cold steel trail hawks
1 cold steel riflemans hawk

i recieved the following instead;
TWO cold steel frontier hawks with loose heads and bent bits
ONE cold steel trail hawk with a bent bit
one codl tseel riflemans hawk with a bent bit
1 magnum kukri macehete
one kukri machete

not good enough

 

[DennisStrickland]

i quit doing any mail order with cold steel, many years ago.had ordered among several items;a hawk, 2handles,a parang ,etc. received 1 hawk handle.two or more of my orders were sent out about the same time. over several months @many calls later;they hired an outside agency,to clean up the mess.i was called @told my refund would be sent with 30 days.i told auditor products were good but mail service was terrible.she agreed.from date of order,to receiving my 369.00 return;7 months.it's good that i live 3 miles from a large cut. dist.he also is a friend of 30 years. do'nt buy any special projects items ever.
m

 

[Malicious_intent]

guess what , a representitive of CEK just sent me an abusive email , for complaining about his company on an aussie knife forum. the aussie knife forum mdoerators , then deleted my thread and swept it under the carpet.

 

[TiNi]

Not true mate, we did not sweep it under the carpet !.

you hadn't contacted CEK first to sort it out before posting the thread, then the thread went down hill from there from another source (not your fault).

tim

 

[Waldganger]

KnifeknutWA, the owner of CEK offered you a full refund, what more could you want?

 

[priority]

I've placed a few orders with CEK, and the only thing I would say is their packaging when posting an item could be improved. Everything else was good.

 

[Malicious_intent]

waldganger , hwo about being sent an order thats what i ordered? an orders thats not defective? and one i don`t have to send parts of back on my own wallet?

 

[Keith Montgomery]

KnifeknutWA, the owner of CEK offered you a full refund, what more could you want?

Do you know if the owner of cuttingedgeknives is willing to pay all the costs involved in getting this straightened out?

 

[Waldganger]

the information was elsewhere Keith. Never made mention of postage though. The offer was declined in favour of getting the order corrected.

Mate I understand that getting an order wrong is a real PITA, and shouldn't happen, but the bloke did publicly offer a refund. Maybe you didn't see that before it went downhill and was removed.

thats all

 

[Esav Benyamin]

That's why complaint threads should not be deleted.
On the other hand, please do not expect us to deal with complaints on another forum.

 

[hardheart]

you hadn't contacted CEK first to sort it out before posting the thread

Who cares, you screw up my order, you lose my business, even if you fix it after. I would hope everyone would share stories, good and bad, about online ordering, without feeling pressure to let it go just because the seller gets it right the second, third, or fourth time around.

 

[Ronin666]

Who cares, you screw up my order, you lose my business, even if you fix it after. I would hope everyone would share stories, good and bad, about online ordering, without feeling pressure to let it go just because the seller gets it right the second, third, or fourth time around.

So....you have never made a mistake in your life? When I stop making mistakes, you can start calling me God.
I'm in opposition to Cutting Edge but man everyone can make mistakes.

 

[Karda]

So....you have never made a mistake in your life? When I stop making mistakes, you can start calling me God.
I'm in opposition to Cutting Edge but man everyone can make mistakes.

A mistake is one thing....
But screwing up a paid order as badly as in the OP is just plain incompetence.
Add to it that either the product was sent bent or was packed so irresponsibly that it was bent during shipping shows further incompetence.
Very Poor customer service, IMHO
Then to send an abusive email to a customer for complaining?
Immature,bad form and more poor customer relations.

If CEK wants to have good reviews and good customer service, all they need do is step up to bat and provide it. Don't rely on excuses or shifting blame.
The customer ordered product and CEK created a problem, it is their own fault. They should be responsible and bear ALL the cost of making it right or giving a full refund.

Not true mate, we did not sweep it under the carpet !
you hadn't contacted CEK first to sort it out before posting the thread, then the thread went down hill from there from another source (not your fault).

Contacting CEK has no bearing on wether or not you should've deleted the thread. You could've just locked it and edited out the "Downhill" parts. Deleting it in it's entirety would be effectively "sweeping it under the carpet".

 

[hardheart]

So....you have never made a mistake in your life? When I stop making mistakes, you can start calling me God.
I'm in opposition to Cutting Edge but man everyone can make mistakes.

Yeah I make mistakes, and I pay for them.

I don't need God to ship my knives, just someone who won't screw it up. It really doesn't take quite that level of aptitude to match the contents of a box to the invoice.

 

[Esav Benyamin]

So....you have never made a mistake in your life? When I stop making mistakes, you can start calling me God.

A mistake is one thing....
But screwing up a paid order as badly as in the OP is just plain incompetence.
Add to it that either the product was sent bent or was packed so irresponsibly that it was bent during shipping shows further incompetence.
Very Poor customer service, IMHO
Then to send an abusive email to a customer for complaining?

That's about it. I can understand a mistake, but these people seem to have gotten more wrong than right, and then gotten defensive when they were called on it.

Sure, try to settle out of court, don't post bad feedback publically till they've had a chance to correct "a" mistake.

But a business that wants a rep for real customer service has to choke back the smart rejoinder, apologize, and make up for a bad job by satisfying the customer after the fact.

 

[Ausblade]

That's why complaint threads should not be deleted.
On the other hand, please do not expect us to deal with complaints on another forum.

Hi I'm another of the moderators on that Australian forum and I think there are other issue you should consider.

While the US has freedom of speech written into it constitution, Australia does not.

We do not have a “Good bad and ugly” section and we do not allow personal or business disputes to be conducted on our forums, because it is possible for us to be drawn into legal action.

If it turns out the customer claims were false, and the business can show that the forums public display of that false claim contributed to a loss of business, then the forum owners and possibly members can be held financially liable.

I know that you will all say, that this should not be, and I would agree with you, but that is the law in Australia and we have to live with it for now.


I hope this clarifies the situation for everyone.


With regard to this particular complaint, there were a lot more happy customer jumping in to support the dealer and the only other complaint was from a customer whose knife was lost by the post office.

 

[TiNi]

That's about it. I can understand a mistake, but these people seem to have gotten more wrong than right, and then gotten defensive when they were called on it.

Sure, try to settle out of court, don't post bad feedback publically till they've had a chance to correct "a" mistake.

But a business that wants a rep for real customer service has to choke back the smart rejoinder, apologize, and make up for a bad job by satisfying the customer after the fact.

I quoted your post for this part Esav because this is what should of happened first before 'calling' out the seller on a public forum, this was NOT done first !.

Also to Karda, the joys of being a Mod on a forum, i made a decision and stick by it !.

It was in no way 'swept under the carpet' as this is not the way i deal with this kind of situation, you are welcome to check out the Regional communities
forum here on BF with a situation that we had with Rustic Forge in Australia.

That issue was dealt with correctly, step by step before involving Goverment Agencys.

For your information the 'downhill' parts were from new 1 post members claiming items were lost by Australia post and holding CEK liable when they the customer did not choose REGISTERED MAIL.
But thats another story.

 

[Esav Benyamin]

On the other hand, please do not expect us to deal with complaints on another forum.

While the US has freedom of speech written into it constitution, Australia does not.

We do not have a “Good bad and ugly” section and we do not allow personal or business disputes to be conducted on our forums, because it is possible for us to be drawn into legal action.

If it turns out the customer claims were false, and the business can show that the forums public display of that false claim contributed to a loss of business, then the forum owners and possibly members can be held financially liable.

This is a perfect example of why we can't judge other forums. They can be operating under different rules than we do, whether those rules are local law or forum policy.

 

[Keith Montgomery]

A company can make mistakes and if they do everything they can to correct the mistake then that is all that I think can be expected of them. It's true that this order was really badly screwed up, but they still deserve the opportunity to make it right. In this case, I'm not sure they were given that opportunity.

 

[Ausblade]

It's true that this order was really badly screwed up, but they still deserve the opportunity to make it right. In this case, I'm not sure they were given that opportunity.

We are not sure that the order was that screwed up.

As I understand one machete was out of stock and to be delivered when new stock arrived.

The complaint about the hawks is a CS quality issue but he still wants them.
Most of the CS hawks I've seen the bit is not inline with the handle and the head often requires a thump with a mallet and a tightening of the grub screw.

2 CS kukri machetes ordered 1 received 1 on back order
1 CS Magnum kukri machetes ordered 1 received
1 CS Frontier Hawk ordered 2 received in error unhappy with quality but still going to keep 1
2 CS Trail Hawks ordered 1 received due to previous error unhappy with quality but still going to keep 1 and wants another
1 CS Rifleman Hawk ordered 1 received unhappy with quality but still going to keep it

That only leaves one error, in that he received 2 Frontier Hawks instead of 2 Trail Hawks.

I’m not trying to defend the supplier, the order was wrong, but every dispute has 2 sides