Complaints

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:05/31/2024

  Type:Delivery 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 ordered the service to sharpen my razor which was sent and delivered along with honing paste. It's not the money or paste I care about, it's the razor that I sent to them, This was a gift from my wife, the cost was close to $300, again I don't want the money, just the razor.I have reached out to them multiple times with no reply and they have a non-working phone number. I have nowhere else to turn.Please help.

  Business Response

  Date: 06/02/2024

  While we regret the customer is unhappy with the level of service they received, turnaround times and communications regarding receipt of customer packages is thoroughly explained on the service product page and our FAQ. Generally, **** tracking is the surest way to verify that that we received a customer's package, so no communication from us is necessary. Our turnaround time is normally up to 2 weeks but was extended by an additional 2 weeks while we moved to a new shop--information that was communicated on our website during the transition. Since the transaction is being disputed despite our efforts to communicate these expectations to the customer, we will be cancelling their order and returning the item sent to us for servicing without inspection. The full value of the purchase will be refunded, less return shipping.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair 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 originally made contact with Portland Razor Company 1/11/24, in regards to their razor honing service they offer on their website. I received a reply within a few hours. The reply email indicated they do provide this service, and suggested sending the razor in to them by mail. I asked I could just drop it by their location since I live in the same city, to which, they said no it was not possible due to no store front. That very same day, I packaged and mailed my razor to the address listed. I received notification from **** when delivered. Six weeks have passed, and I realized I had heard nothing from Portland Razor regarding my razor. I emailed again yesterday, inquiring about the status of my order or if they even received my razor at all. I also clicked links on their website leading me to be able to message them directly, which I did. I have heard nothing from them and emailed again today. I just want to know if they have my razor, and what the status of my order is. Yesterday, I realized that I sent my razor to them, not being aware of a specific process for ordering the *************** I missed that information when I read about their company on their website. Nevertheless, all of my information was included inside the package (name, phone #, email address, etc) Not having been aware of the proper ordering process beforehand, I had assumed when the order was complete, I would be emailed an invoice and when paid, the razor would be shipped back to me. Regardless of whether I had made an error in the process, I expect a response, and explanation, and to be informed of the whereabouts of my razor. Just some basic communication is a reasonable expectation of a business. I did not pay any money as yet, but they are in possession of my very high quality straight razor (Valued at approx $225), I have no way to know of its status or if they even received it as I believe they did. A total of 5 attempts were made to communicate with them. No phone # listed.

  Business Response

  Date: 03/19/2024

  Thank you for bringing this complaint to our attention. We will return this individual's item to them at our earliest convenience and consider the matter resolved. 
  
  While I appreciate the customer's frustration at the delay in communication from us and his anxiety over sending a family heirloom to strangers on the internet, all of the information he sought could be found on the relevant product page and FAQ of our website (linked below), where he presumably acquired our contact information and mailing address the first place. Since our services are in high demand and we are working against a backlog, our policy is to prioritize communication with customers who have read and followed the payment and shipping instructions before investigating other, unexpected packages. 

  ********************************************************************************************************************
  ******************************************************************
  
  Our customers trust us with their family heirlooms because we have built a foundation of reliability and trust with them, if not a reputation for rapid turnaround. Thank you again.

  Customer Answer

  Date: 03/21/2024

   
  Better Business Bureau:

  BBB
     I appreciate the response. I own the fact that I was not clear on the process for obtaining the honing service. This was my mistake. I understand now that I needed to place an order on the website prior to sending it in. This should not negate the importance of basic communication, a simple e-mail reply, or a quick phone call. Any business should be able and willing to communicate basic information with customers as needed. All of my personal information was included with my razor inside the package. I had no other way to contact Portland Razor, aside from email, social media, and PO Box mail, all of which I tried, without success. If you are very backlogged, no problem, but I would not know this. 
     I have no ill will toward Portland Razor. It has a good reputation and positive online presence. I have no interest in affecting their reputation in a negative way whatsoever. I only desired for a little communication regarding the status of my razor that I sent in. I simply wanted to understand what had happened and proceed with a plan. Because I had no response to my communications, I considered the possibility that Portland Razor had got out of business and subsequently, had my razor in their possession with no means of having it returned. I am glad this is not the case. 
     If Portland Razor is still willing to provide the honing service, and return my razor thereafter, I would like to proceed and have it done. If it is no longer inclined to serve me, I would just like my razor returned to me as expected. 
  
  Thank you,

  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/22/2024

  I would like to know the final response from Portland Razor after my previous response. Will they agree to perform their *************** Yes or No? If not, do they agree to return my razor in a reasonable time frame?

  Thank you

  Business Response

  Date: 03/23/2024

  We will endeavor to locate the consumer's package and return it at our convenience. To be clear: ************************* is not our customer, as they never paid for the service about which they filed a complaint with the BBB, and so we are under no obligation to meet their request for service.

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21362473
  
  I am rejecting this response because::

  Was it not clear that this lack of payment was occurred by mistake? I made it clear I would be happy to pay for the honing service. There was no response in regard to this. There is no malintent on my part, why are you treating this as if that is the case? I do not feel comfortable with the business response at this point if they do not even consider me a customer, and keeping my ********************** in their possession with no sense of urgency to resolve this matter? This is not customer service. I will consider this resolved when my razor is returned to me and in my posession. 

  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/24/2024

  Do you assist in these communications between myself and the business? Do you make suggestions or recommend to them ways to help resolve this matter easily? I dont feel comfortable with the latest response. It seems Portland Razor is not even interested in dealing with this matter or even considers me a customer?? No sense of urgency to locate and return my razor to me? Their attitude is one that implies they have no obligation to me. No estimate of timing for returning or resolving this? Maybe my biggest mistake was to give them the benefit of the doubt in the first place and after their first response even. If I owned a business and a customer was interested in a service I provided, and I learned that they did not understand how to request and pay for service, I most certainly would not treat them this way. I would communicate with them and make it clear what they needed to do. it is very simple. For them to not even consider me to be a customer is absurd. All of this could have easily been dealt with by simple communication with an email or phone call. How would you (BBB) advise me to further deal with this situation? 

  Business Response

  Date: 03/25/2024

  We located the consumer's package and have forwarded the **** tracking number along with an invoice for the cost return shipping (attached). The item was not opened or inspected; it is as the consumer mailed it to us in its original packaging. No service was provided because not service was purchased.

  Customer Answer

  Date: 04/02/2024

  I did respond to previous request from BBB, perhaps it did not work properly. I did receive my razor in the mail from Portland Razor recently, and thus I am satisfied with the end result of this case, and am in agreement that it be closed. Thank you