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Business Profile

Custom Knives

Smoky Mountain Knife Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Custom Knives.

Complaints

This profile includes complaints for Smoky Mountain Knife Works's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smoky Mountain Knife Works has 2 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/08/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 continue to receive advertisement catalogs from this company, but I never signed up to receive anything from this company. Furthermore, this is all about knives. I DO NOT want catalogs about knives mailed to me. Month after month this company continues to send me ads. I have called the company at least 4 times requesting to be removed from the mailing list. Every time I call, I am told that they will stop sending any more advertisements. And the ads continue to be mailed out and delivered. My "customer account number" is ******** *  Catalog code for the latest catalog spammed out to me is ******* *  Please make this spam mail stop. How many times must I call to be removed from these spam mailings?!?! HELP. Thank you.

    • Initial Complaint

      Date:10/12/2023

      Type:Billing Issues
      Status:
      Answered
      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 placed an order for an item through their website. Just received it today and item was clearly a returned/used product. I contacted them by email to let them know about the item I received and asked for an exchange. I was told by a rep there that they do not do exchanges and I would have to ship the item back before I can get a refund, they're not paying for shipping to ship item back to them.

      Business Response

      Date: 10/13/2023

      Customer contacted us via email that he thought he received a used item. Item appears damaged but not used as we do not send used items unless it comes from our old knives department. This was not the case.  I sent the customer return information so that we could get the item back and get him a refund. We also sent a return shipping label so that he did not have to pay to send the item back to us. 

      Business Response

      Date: 10/24/2023

      I do apologize again. We have done everything that we can to right the wrong on the experience you had with us. I do not control the reviews on our website. 

      Customer Answer

      Date: 10/25/2023

      I just received an email from the company about my refund, thank you for your assistance 

    • Initial Complaint

      Date:08/07/2023

      Type:Delivery Issues
      Status:
      Answered
      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 sold this company 49 pocket knives and agreed upon mailing the knives and upon receipt receiving a check for the knive* *****) and half of the mailing cost (******* The email thread is uploaded and the postal proof is uploaded. The company's representative says he mailed me a check, but I have not received it and after multiple attempts to try and get the company to make me whole the companies Representative is no longer responding to my request for the check. All I want is for the company to pay me for the knives I sent them as agreed upon in the thread uploaded.

      Business Response

      Date: 08/22/2023

      After reviewing the issue, it was taken to the owner. He had been in contact with the customer and he reached out again to get this issue resolved. We will be sending another check, since the customer did not receive the first check. We were not aware of the issue until we received the BBB complaint.

      Customer Answer

      Date: 09/01/2023

      Hi Wendy

      Can you contact this company and ask about my check. I have not received one, I should have not said I agree with the solution because I have still not received a check from them and do not trust them. I have left a voice mail with no return, as I have stated, the ONLY reason this company is engaging is because of the BBB. I don't want a phone call from them, the last one I received I uploaded and the Owner wanted to negotiate lowering the check amount because of the cost of his bank to "stop payment" on the first check which I do not believe was ever sent.  

      Business Response

      Date: 09/21/2023

      Good Morning,

      This is Donna ******** ********* to Mr. ***** *****.  Mr. ***** ** currently out of country.  I am assisting in the closure of this issue.  The original check to Mr. ******** was in fact written on 6/27/23 in the amount of *******.  I have written a new check (attached) today in the amount of ********  I am sending this check today via Priority Mail with Return Receipt to Mr. Matosich at the address listed in this complaint.  I hope this will resolve this issue.  If you require additional information or if I can be of further assistance please contact me.  

    • Initial Complaint

      Date:07/05/2023

      Type:Product Issues
      Status:
      Answered
      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 a product that had a defect. The only solution they offered was for me to pay for shipping to get a refund. I’m unsure how it is the customer’s responsibility to replace a defective item the vendor sent. I feel this is a common practice, placing responsibility on the customer for them sending defective product. I also noticed the review of the product I wrote has been deleted from their website.

      Business Response

      Date: 07/05/2023

      SMKW has reached out to the customer and provided a return shipping label for the knife.

    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Our daughter bought my husband a gift card on 4/22/22 (for his birthday). He didn't order anything until today, 7/10/22. He put the gift card in and the pin. He owed shipping and tax and an additional two cents, which I paid on my Visa card. When I checked the credit card, it charge the entire amount. I called SMKW and she informed me that they switched systems in June and it won't accept gift cards. I asked when it would be accepted and said she didn't know. I asked if we could return the card, she said no. This is totally unacceptable. They should know when this issue should be fixed. It's been 2 months since they switched over. If they don't know when it's going to be fixed, they should credit my daughter's credit card. Then she could give her father a gift they can be bought at a reputable company.

      Business Response

      Date: 08/30/2022

      Business Response /* (1000, 5, 2022/08/12) */
      Our new system is experiencing issues with gift cards, which is why we currently cannot sell or redeem them. However we can send a refund check for the gift card. We will need some information from the customer for the refund.

    Smoky Mountain Knife Works is NOT a BBB Accredited Business.

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