Complaints

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• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/19/23 date of transaction. Amount paid was 525.00 for a pocket knife. They shipped a knife that was claimed to be factory new but arrived with problems. The knife was shipped back and they are refusing to provide a refund due to condition of the knife. I had the knife one evening and then shipped it back. I did not mishandle or abuse the knife. They are refusing my refund. It appears this owner has taken this transaction personally and refusing to resolve in a reasonable manner. I have reached out to the manufacturer and reported the problem to them. Order number *****.

  Business Response

  Date: 02/17/2023

  Hello ******,

  
  

  Mr. ******* contacted us on 1/24/23 stating that he wanted to return his order because of issues, "some preference" and one objective issue, which was the centering of the blade. He described it as "ever so slightly off." He went on to say that he wanted to love the knife but "it's just not for me." I responded by sending him an RMA number and highlighting the restocking fee for non-defective returns because nothing he described would be considered defective. In his response, he introduced an issue with the knife that he had not previously mentioned, the action of the knife. He stated that he "only looked at the knife." I apologized for any miscommunication on our part and let him know that if the knife was defective then we would absolutely do a full refund of the purchase price and we would refund the return shipping cost, as was laid out in our Shipping & Returns policy on our website. He responded with the receipt for the shipping, thanking us for the clarification. In that email he repeated again that he hadn't taken the knife apart, preferring to return the knife rather than tinker with it. He then says that he did work on the knife, "I did loosen the pivot screws." 

  
  

  On 1/30/23 we received the returned knife and upon opening the package immediately noticed that there were two large scratches on the pivot screw, and a mark on the back of the handle, none of which had been on the product when it was sent to Mr. *******. We also noticed dirt and lint inside the knife that had also not been there when it was shipped to Mr. *******. The knife was severely off-center and the blade was loose, which I assumed was because the customer had loosened the pivot screw. So, we tightened the pivot which brought the knife back to the center. Other than the centering issue (which appeared to be because of the loosened pivot screw, and was corrected by reversing the tinkering he chose to do to the knife) no other functional issue exists with this product. We reached out to the customer and let him know that since the knife was not returned in "original unused condition" we would not be accepting his return, and he would need to either send a return label for us to send back his knife or we could send an invoice for him to cover the shipping cost for a label we would generate. 

  
  

  His response was to tell us to send the knife to the manufacturer for him, and then admitted to causing the mark on the back of the handle ("it was immediately worn off"), and then accused us of sending him a used knife. He told us to fix the scratch on the pivot, stating that it must have happened at "the factory or previous handling by the shop or previous customer" - which makes no sense because there is no way he would not have seen the scratch the second he opened his package. We also would have noticed the scratch the second we received it from the factory. And the knife in question was never on the sales floor for a customer to handle it. 

  
  

  The customer then filed a dispute with the payment service, ******. We supplied ****** with the same information we are providing you with, and ****** decided that we would not be responsible for any refund to the customer if they decided to give him one. I just found out today that ****** ended up deciding to give the customer a refund, stating that "****** Spend in the amount of $500 has been issued." I am not sure why the customer is still asking for a refund seeing as how he has gotten one, just not from us. 

  
  

  In summary, the customer in question has changed his story multiple times, stating that he only did a visual inspection and that he didn't want to tinker with it, before eventually admitting to loosening the pivot. He originally stated that there was just the one issue of the knife being "ever so slightly off", before adding additional issues with the knife. He never included pictures of the issue, and never mentioned the scratches on the pivot or the mark on the handle. In fact, he admitted that the mark on the handle happened under his care. This customer received a knife from us that was not defective in any way and it appears he carried, used, and at least partially disassembled the item. It came back to us damaged and (once his tinkering had been corrected) working in an acceptable fashion. Per our return policy, we do not accept returns except in original, unused condition. 

  
  

  Again, as the customer ended up receiving a refund from ******, the payment processor for the transaction, I am not sure why he is still expecting a refund from anyone else. 

  
  Please let me know if there is anything else you need from us - my staff and I are more than willing to sign statements attesting to the events listed above.   
  

  
  

  If possible, I would like to schedule a time to review this complaint and our response to ensure that you have everything you need to deal with it. 

  
  

  Sincerely,

  
  

  
  

  
  

  ******* ****
  

  Owner