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:02/28/2024

  Type:Sales and Advertising 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.

  Order Number: *********** Date Ordered: 12-23-2023
  ******** Manix 2 Lightweight Salt Knife
  Total: $172.14
  
  I ordered this knife on 12/24/23. It was a "preorder" so the company debited a NON REFUNDABLE $5.00 from my credit card. When the order shipped the balance would be charged. I checked emails for weeks expecting some type of update that never came so I called their customer service to inquire about a general ETA of when the knife would be shipped. I was told they had no idea. I aked if I might get some type of perodic update on status of the order. Was told tersely again no. I asked to canel the order. I was told the $5.00 was non refundable, so I decided to wait. I called in again after another month and got the same story again. They "have no idea when ******** will make the knife so all you can do is wait and hope it comes.". After about 3 more weeks, knowing that no one would ever provide a simple order status update, I called again and spoke to another terse associate. I asked again when the next production run might happen. That call degenrated quickly due to the agents attitude. Mine did also and I badgered her into crediting my $5, (which has still not happened). I cancelled the order and went to another company who deliverd the knife in 5 days. This is simply a false revenue stream scam. They take and hold money from their customers without providing any type of product, service or suport to falsely prop up their bottom line. It is not the consumers responsibilty to keep your business afloat! I've checked dozens of other websites. I found no other competitor that requires a fee to place a pre-order. I want this company to stop this unscrupulous practice. At the very least change the policy to truthfully state that fulfilment of the order is not guaranteed, with any deposit, there will be no order status communication, and that it may be up to a year OR MORE before fulfillment and that you can cancel and receive a refund

  Business Response

  Date: 03/04/2024

  This customer made an order for a pre-order item on our site on 12/23/23. The following is our pre-order policy found in our FAQs **************************************** ** ********** *****You can reserve a knife for only $5.00 (non-refundable)! This only applies to items posted on our website as a Pre-Order Item (Pre-Order Items are posted in the Coming Soon Page). Once we receive the item, orders are fulfilled in the order they were placed.We try our best to have an ETA on when the item will be arriving from the Manufacturer, but please understand that the Manufacturer does not always give us an ETA. If we have an ETA, we will update it on the item's posting. If you don't see any update on the ETA on the post, then you will know when the item arrives once you receive our email. To ensure that emails are successfully delivered and received, please add **************** to the safe senders list on your Email Account.Attached is the transaction receipt for the refund issued for this order when this customer cancelled and the Blade HQ representative refunded the $5.00 deposit as a courtesy on 2/22/24. 

• Initial Complaint

  Date:08/22/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  the circled in that attached photo. in all of the contact with the company prior as i have made purchases before they urge patience as they sometimes place orders in multiple boxes. so i waited i waited so long i forgot and going back and looking through my orders to reorder something i discovered the circled item in my uploaded image. an item i paid $119 for that i never received. i reached out to the company but at that point it had been over a year so they said nothing they can do. but they did do something they kept my money and gave me nothing in return. there's probably nothing you c an do either but they shouldn't be able to just rip me off for that money

• Initial Complaint

  Date:08/22/2023

  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.

  I placed my purchase order for the kizer hyper titanium on 8.8.2023. I was charged 197.35. I received the knife at 3.56pm on August 10th, 2023. After recieving the knife, I realized the right hand clip does not fit on the left side of the knife. Because the clip only fits on the right side and because the detent was a little light for my liking I requested a return. I requested a return with BHQ on 8.10.2023 at 4:57p, 1 hour after i received the delivery. My return request was approved 8.11.2023 7:12 AM. I packed the knife and all if it's contents in the original box and dropped it off at the **** on 8.11.2023 at 10:29am. The return package was delivered to BHQ on 8.14.2023 at 12:53pm. I logged on to BHQ website and noticed my account has been suspended. The website said to email ******************* if i feel like this was done in error. Over the next week I tried emailing them at ***************** and ************** 3 times. No response. I try getting in contact with them via ******** messages. No response. I try calling their 2 listed numbers and cannot connect to either one. I speak to my cell phone carrier and they tell me BHQ is most likely blocking me from calling. At this point BHQ is 100% refusing all communication with me. I call from a private number and my call goes right through. I finally am able to speak to their customer service and she tells me that my returned was flagged as a biohazard because they said there was a condom wrapper in the box. I 100% have no idea what they are talking about. She said she will have to have a manager call me. I do not think they will contact me if they have gone through that much trouble to avoid communication with me. I have purchased 35 knives from BHQ since 3.15.2019 and had 2 returns no absolutely no issues. I am upset with how I am being treating. They have the knife I returned, have not refunded me, and have deliberately prevented me from contacting them to find out what is going on.

  Business Response

  Date: 08/30/2023

  The consumer has notified the BBB that this complaint has been resolved. 

  Customer Answer

  Date: 08/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Hi ***,Blade HQ has reached out to me and refunded me for this transaction.  I am satisfied with the outcome and consider this issue resolved.  Let me know if you need anything from me at this point.  Thank you,***** ******###-###-####

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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.

  htis company refuses to remove my personal information and is continuing to send me emails out of spite after multiple reqests to unsubscribe me and remove my personal information from their database.
  this is harrassmant and it needs to stop immediately!

  Business Response

  Date: 03/13/2023

  Thanks for reaching out. We responded to your previous email and we will post that same response here:Hey there, *****;I'm reaching out in response to your BBB complaint. First, I'd like to let you know that if any future written or verbal communications we receive from you have expletives or call my agents degrading names, I will immediately place you on a block list so you cannot reach out again. These are human beings you're attempting to contact, and I can't think of a single other human being I would speak to in that tone. As far as unsubscribing from emails from us, we cannot do that for you. All you will need to do is go down to the bottom of the marketing email you receive and you will see a small "unsubscribe" option. Once you select that, it will walk you through how to stop receiving email notifications from us. I'd also like to let you know that when you reach out to customer service at Blade HQ, you will automatically be sent a survey email 1 hour after your inquiry has been marked as answered. This does not mean you are subscribed to emails from us and it is not something we can keep from being sent to you. If you do not wish to interact with that email, you are more than welcome to simply delete it. In response to your concern about your ****** item, our return process is fairly simple and user friendly. However, I went ahead and refunded the $120 you paid for the item back to the card on file. You'll see that reflect on your end in 4-8 business days depending on when your bank or creditor chooses to release those funds to you.If you have any other questions, feel free to reach back out. We have a team of loving, dedicated knife enthusiasts who love what they do and are willing to help out anytime.Have a great day.

  Customer Answer

  Date: 03/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:01/02/2023

  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 a knife from them on 12/26 and paid for 2 day shipping, and still have not received my knife. I’ve made multiple attempts to contact them and never get an answer. I either want what I paid for or my money back.

  Business Response

  Date: 01/05/2023

  Hello ****,We're so sorry your experience with us was unsatisfactory. We aim to fulfill orders as soon as possible, but with the holiday volume, fulfillment times were pushed out a few days. Please keep in mind, when you pay for expedited shipping, the "2 Day" applies to the courier service only. For example, when you choose *** 2 Day at checkout, you should expect the package to process within our facility in a 1-3 day time span and once we get it to the courier, they are the ones promising to get that package from our warehouse to you in 2 business days. Regardless, you did wait a longer time than normal to receive this package, and that is completely our fault. To apologize for your wait, we have refunded the whole cost of your order ($30.04) back to the card on file. Please be aware this can take 4-8 business days to reflect on your end depending on when your bank or creditor chooses to release those funds to you. If you need any other assistance, please feel free to reach out at ************** or email us at ****************. Please keep in mind we are working through a queue of emails from the long holiday weekends we've had, so you may get a quicker response by email. Thanks and we hope you had a great New Year!

• Initial Complaint

  Date:12/29/2022

  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.

  Bladehq.com:
  "Hello,
  
  I'm sorry, but your order was placed on hold by our third party fraud protection team and was not able to be completed with the supplied information. Unfortunately, we are not informed of the specific reason for the cancelation. Any holds on funds for your order have been released back to you. It can take 4-8 business days for your bank to process the refund.
  
  I advise you to place the order again and look over the information you provide carefully to make sure everything is correct. If you'll let me know you're going to attempt the order again, we'll inform our fraud protection team to try to help it go through. Please keep in mind this does not guarantee that the new order will be approved."
  
  What are they talking about? Order again? Why didn't it work the first time? This is acting like a scam. Send us more money after we refused to honor our first agreement.

  Business Response

  Date: 12/29/2022

  Good afternoon! We're so sorry your experience with us was unsatisfactory. All customer orders are put through a third party fraud system to help us catch orders that may be fraudulent in nature. We do this in an attempt to protect you from theft if someone were to steal your card information and try to use it to place an order on our site. Because of these measures, some orders may be flagged as potential fraud due to factors like mismatched pieces of information. The orders that are flagged are immediately canceled in order to protect the cardholder's funds and financial safety. If you are the cardholder and you believe this cancelation was in error, please give us a call at ************** or email us at **************** to give us any additional context you have about things like address changes, billing address differences, etc. and we will be more than happy to help you replace that order with extra notes to our fraud system to help it go through. Once we have additional context for any discrepancies, it's much easier for us to get that order approved! When you do reach out to have us replace that order, please let them know we have approved free *** Next Day shipping for this order since it has been delayed by this issue and reference your *** complaint answered by *******. Again, we're sorry for any confusion with this order and we hope to hear from you soon about this so we can help make it right! Have a great rest of your week and a very Happy New Year!

  Customer Answer

  Date: 12/29/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below."The orders that are flagged are immediately canceled in order to protect the cardholder's funds and financial safety. If you are the cardholder and you believe this cancelation was in error, please give us a call at ************** or email us at **************** to give us any additional context you have about things like address changes, billing address differences, etc. and we will be more than happy to help you replace that order with extra notes to our fraud system to help it go through."I have emailed your website regarding my order. I have repeatedly asked why your fraud department has cancelled my order. The only thing you have told me is to re order. That does not make sense and is inconsistent with the message you have sent me saying that emailing you would result in working out why your department ****** **. Instead you just sent me another order I made in the exact same manner use the same payment method. What is going on with you guys?
  Regards,
  
  ******** *** 

  Business Response

  Date: 01/05/2023

  Hello,I am seeing that you already replaced this order and received it on January 3rd. Please let us know if you have any other concerns.Thanks

  Customer Answer

  Date: 01/05/2023

  I have replaced the order for the 940 Osborne? That is news to me.My position is that I have not "replaced" any order. 1. I made one order for one set of things. The 940 Osborne and the tool kit. ************. Than I made another additional order for another different set of things. The 535 Bugout and the additional knife. ************* Then you sent me an email saying my first order was canceled. 4. Then I sent you an email saying: Egads! What has happened to my order! What about my second order?5. Then you shipped me my second order. The one with the Bugout. Good work there.6. I have yet to receive the Osborne and the toolkit.
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******** *** 

• Initial Complaint

  Date:12/14/2022

  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 have spent quite a bit of money with Blade Hq over the years. The last 3 times the shipping was unacceptably slow. The third time took roughly a week before my knife (a $460 EOS Dorado) was shipped. Not only was the shipping time unacceptable (which I complained about), but when the knife arrived, the pivot was super gritty feeling, the edge was flawed, and the pocket clip had half of the blue anodization missing (I will include a photo if possible). This was the last straw. I called them out on it on their social media pages and received “lol ok” as a response. Just to put the shipping thing in perspective, things that I had ordered 4 days after ordering the EOS Dorado from Blade Hq showed up within a few days of ordering them (which was during black friday time. I ordered the Dorado before black friday) and they arrived WAY before the knife. I can order a knife (I’m a collector/tester/reviewer) anywhere else and it usually arrives within 3-5 days. It took Blade Hq longer than that just to print a shipping label. If it was just the shipping I’d have just left it at a bad review on ******** and then never bought from them but them sending me a $460 knife that was flawed (possibly used) is what made me call them out and they laughed so here I am on the BBB web site looking to teach them to treat their customers better. I already fixed the edge and got the pivot sorted out on my own but sent the knife out to EOS (the owner himself reached out to me and offered to re-anodize the pocket clip and inspect the knife for further issues). If this was a cheap knife I wouldn’t be nearly as upset but this is a $460 high end pocket knife.

  Business Response

  Date: 12/21/2022

  Hey there, ***. We're terribly sorry for the poor experience you had while shopping with Blade HQ. We aim to please in every aspect of serving and interacting with our knife community. Unfortunately, our fulfillment times have taken a hit throughout the holidays due to unusually high order volume. We acknowledge that this has caused inconveniences for some of our customers and we are always trying to make things right when given the opportunity. We tried to find where you had emailed or called us and could not find a record of you reaching out to us before commenting on ********. We have a great group of customer service agents who are constantly checking emails and answering our phones to help customers like you who have questions or concerns with their order. Unfortunately, our comments are not monitored as quickly and they are also usually not monitored by agents in the customer service department. Regarding the ******** comment, we cannot find this encounter, but we're trying to investigate it fully. We ask that you help us by calling or emailing us with more details (like which post this took place on) about the "lol ok" comment so we can try to identify whoever is responsible. When you email or call, please let them know your name and that you're reaching out to ***** regarding the ******** incident. In addition to helping us figure out how this happened, we wanted to try to make things right by issuing a full refund for your order in the amount of $493.35. The refund receipt is attached to this message. You should see this reflect on your end in 8-10 business days depending on your bank/creditor and when they choose to release those funds to you. Again, we're terribly sorry about the experience you had; we take our customer experience very seriously and we feel terrible that this is the impression you have of us. We appreciate your business and please feel free to reach out at ************** from 9am to 7pm EST M-F or email us at *****************

  Customer Answer

  Date: 01/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ******