Complaints

This profile includes complaints for Shepherd Hills Cutlery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shepherd Hills Cutlery

  1900 W Elm St Lebanon, MO 65536-3909

• 

  Shepherd Hills Cutlery

  1000 W Elm Lebanon, MO 65536

• 

  Shepherd Hills Cutlery

  PO Box 909 Lebanon, MO 65536

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2025

  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.

  I bought a Case ** Blackhorn 4.2 folding knife. It is roughly a $200.00 knife. The handle came off.I contacted the company, who pides itself on integrity and quality of their product. I received an email back saying they no longer made this knife or parts. Although the website and paperwork indicate they stand by their product, they refused. I called the number on the website which took me to a direct dealer, who gave me another number and a email address. I only know him by ***. *** said he had never heard that either. Several emails back and forth and phone calls, we came to an agreement for a replacement knife, which was to be like or similar to this knife.I received a knife in the mail, 1/3 the size and barley enough in value to cover my knife.I tried calling and got the run around. I was to get a call back last Wednesday, which I didn't. I called this am, only to get the same thing as last week and finally got a email back saying the knife sent was basically a compliment knife, which is not what we discussed. I cannot get a actual supervisor to call me, let alone a actual replacement knife, or this one fixed or my money back. I did see about having a handle made and it's about $100 to make.I am not asking for anything out of line, just to be made back whole. Case ** is supposed to be one of the top brands and best customer satisfaction, however it has been extremely far from that.

  Business Response

  Date: 05/30/2025

  I called Mr. ******* today May 30, 2025. I told him I could not find where he had ever purchased anything from our company.  He agreed he had not purchased anything from us. He stated he had contacted the manufacturer (W.R. Case) and my guess is they referred him to us because we are in ********.  We gave him the contact information for W.R. Case if he wanted to return the knife.  He did return the knife to them.  Mr. ******* told me the manufacturer could not replace his knife because that model had been out of production for over 30 years. they agreed to send him another knife.  According to Mr. ******* that knife was not good enough for him. Mr. ******* then said he knew how to get them to do something and he would turn them into BBB.  I told Mr. ******* he had turned us in to BBB and not W.R. Case. He said the BBB website would not let him turn in W.R. Case that it had to be a retailer so he picked us. When I told him this was unfair to us he said, "Yea I know but this is the only way he could get something done because retailers don't want to get black marks on social media." When I asked him to take the complaint against us down he said he knew we were not involved but he would not do it until he gets the kind of knife he wants.

  Since Mr ******* did not buy the knife from us we can not refund his money because we had no involvement in the purchase.

  Customer Answer

  Date: 05/30/2025

  I believe we have this resolved.   Case reach out to me via phone today.   I did take some criticism for filing a complaint,  which wasn't super appreciated.   I am waiting for them to send me a new item as they stated they would do, to make this go away.  However,  until I do, I would like to keep this open.

  *** from Case is who I spoke to.  Like corporate, customer service skills were lacking.   He wasn't happy with the complaint and in his words 10 years without one and he didn't feel that the product or problems were his fault.  He insisted I contacted BBB to have the complaint resolved.   I told him once I had the item in my possession,  we could.  Until than, it's still a issue.   He is to call me next Friday  

  Thank you for acting quickly on this.

   

  I will also add, Case ** would have not done anything if I had not contacted you.  Both their products,  warranties,  customer service is extremely subpar.   I would give them a 3 out of 10, and a 0 on the warranty. 

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased a knife online on November 10th. The order information stated it was delivered November 15th. I never received the package and contacted them November 25th. They said they would be in contact with me and pass the information on to the manager. I never heard anything back, so I contacted them again on December 3rd. They said they had gotten the message and the manager would call me back with a resolution by the end of the day. They still have not contacted me, and it was almost 3 weeks since my initial contact about my missing order. They will not respond to me about my missing order and its getting too late to order for Christmas.

  Business Response

  Date: 12/23/2024

  When we checked with ************** they said the package was placed in mail box on Nov 15.

  Ms. Web said her mail box was in a community mail box and postal service may have put it in wrong box in their cluster.

  We waited a few days hoping it would show up from neighbor getting it.  It did not show up so we had another knife made with the **** hunting logo. It was shipped out to the customer on Dec. 19^th and the ************** said it was out for delivery today.

   

  Sincerely,

   

  *** ****

  Shepherd Hills Cutlery

  ************