Fiskars Brands, Inc.

contacting the consumer and the claim is being processed

Filled out online warrenty form WITH model number AND picture of my broken tool, just like the fiskars rep at GIE told me to.
Simple as that he said, then I received an automated response asking for a picture to determine what model, I guess there model Number I filled out on the warrenty form either isn't enough for them to tell what it is or just trying to waste my time til I give up, sent it anyway... another automated response asking for pictures next to a tape measure, Jesus what next? Want a picture of it sitting with Santa?
No no just kidding about picture with Santa, after I sent the tape measure picture they decided they want me to box up and ship the 40 inch long eight pound tool too them so they can inspect it... that’s it?
Never even mentioned a solution to my problem, what the hell am I supposed to split wood with now? Is fiskars compasiating me for testing there tool until failure? Am I just donating it too fiskars so they can learn and benefit from my inconvenience? Are they paying for my shipping department to handle this? The sales rep at the show left out those details, as well as the multiple poses required in the photos. He said “A” picture, but then system requires 3+ and then wants me to ship it back anyway, and that leaves me...? Twitteling my thumbs till they what? send me a new one? I don’t know because they don’t communicate like normal humans, they leave out the information you actually care about and what matters. Sharing only what makes them look good and matters to them, the customers concerns? Lol what’s a customer?
I feel like a destructive engineer and photographer that is not paid or even thanked for his work and, even has to help in the shipping department on weekends for again, just the experience of it. Guess I better find a custom box and pack this thing up, haul it to fedex, ship it out, hate to disappoint my boss.

Thanks you for letting us know of the issue. I searched our database and only today (12/1) did we receive 2 claims from Ms. [redacted], we show no record of anything prior.The hedge shears can be fixed with a simple part replacement. I will have the part as well as instructions sent to Ms. [redacted] on...

12/2/15 via UPS tracking number 9400110200828820151879.Thank you again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Landfills fill up when manufacturers do not make tools that last, promise a lifetime warranty, and then ask the customer to be a mechanic.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I feel that Fiskars should pay to ship this pair back and send me a new pair for my trouble. I should not have to work on and fix the 22" hedge shears myself at all.
Regards,
[redacted]

Thank you for contacting Fiskars.To keep otherwise good tools from clogging up landfills, Fiskars sends replacement parts whenever possible. The replacement part was delivered today to Ms. [redacted].The replacement instructions have also been attached to this correspondence.Thank you again.

Thank you for contacting Fiskars. Due to the misunderstanding we will offer to refund Mr. [redacted]'s purchases. We note the items on [redacted]'s website are currently $29.97 for the loppers (Home Depot item number [redacted]; Fiskars model number [redacted]) and $26.97 for the hedge...

shears ([redacted] item number 1001075072; Fiskars model number 9169). If agreed upon, we will send a check for the amount of $60.07 which should also include the tax. If another amount is requested, a copy of the original receipt needs to be submitted.Similar to knives, all garden cutting tools need to be cared for and maintained by the consumer, which includes sharpening. It is not an unlimited lifetime warranty.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Dear Mr. [redacted], We apologize for the frustration and agree the label on the hedge shears seems to be an isolated oversight.  The packaging has since been updated, and the current offering is attached. Fiskars items contain full warranty verbiage on the packaging or label as well as the website.Please let us know if the refund is accepted in the amount of $60.07 and we will have it processed.

Consumer just contacted Fiskars with this claim on 11/24. We have processed the claim and a new scissors will ship out yet this week.
Thank you

Thank you for contacting Fiskars. We have entered this consumer into the data base to receive the return box for the recalled loppers, so no further action is required from the consumer.
Please note, the web address for the recall is www2.fiskars.com, and then scroll to Product Notifications at...

the bottom of the screen (Consumer had fiskars spelled fiscars)
The phone number ###-###-#### is correct.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for assisting with this issue. 
I concede that I entered the wrong URL. My apologies for the error. However, on the day I filed the Revdex.com complaint, the phone number provided resulted in a fax warble tone. 
Thank you again, and thank you to Fiskars for helping me resolve this issue.
Regards,
 
[redacted]

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Matt [redacted]

Thank you for contacting Fiskars. Our apologies on the claim delay as Spring has sprung and we have gotten a bit behind.  we will process the refund and have the check mailed to the consumer.Thank youSincerely,[redacted]Fiskars Customer Service

Review: A few months ago, I bought the 12' portable paper trimmer 28mm blade style "F" because the description on the packaging says there are several available "F" style blades. Specifically, I wanted the scoring blade but have been unable to find it in stores or on fiskars website. One of my local scrapbooking stores was selling an EZ change scoring blade carriage that is supposed to fit 28mm paper trimmers (according to the packaging), so I spent $6 for that only to find out that it does not fit my trimmer. Yesterday, I found out from the scrapbook.com website that this specific blade has been discontinued. WHAT??? The packaging on both of these products is a blatant lie to scam customers into buying their products. This is completely unacceptable and I want my money returned for the products I cannot use. This is clearly false advertising which is illegal.

Business

Response:

Thank you for contacting Fiskars, and we apologize for the confusion that has been caused. We are in the process of updating the packaging on that item, but not all retailers have received the new product.

We would be happy to refund your purchase of this tool. Please email a copy of the sales receipt to [redacted] along with the address that the reimbursement check should be sent to.

Thank you again!

Sincerely,

Fiskars Customer Service Manager

Review: I have very mixed feelings about this company. They kindly shipped replacement blades for my lopper, so I am hesitant to file a complaint. However, I was notified by Fiskars by mail that (ironically) those same loppers (Model 6954) had been recalled. My complaint is that the company is impossible to contact to initiate the recall action. The web site they provided in their recall letter (www2.Fiscars.com) produces an inert page with only their name on the top of the page. There are NO other elements or links on the page so there is no way to initiate the recall action from the web site as they described. I have tried two different browsers at various times and always end up at the same inert web site. Worse, the alternate way to contact them, by phone, turns out to also be completely useless. The number they provided in the recall letter (###-###-####) is a F A X number. FAIL. Are they purposely trying to remain difficult to contact?Desired Settlement: The recall letter offers to replace my Fiskars model 6954 loppers as they have been recalled. As outlined in the recall letter, I am seeking a pre-paid return container so I can return my loppers for replacement. Revdex.com is free to share my contact information, including name, address zip code and phone number, as this is the information I was attempting to provide to Fiskars to initiate my recall replacement action.

Business

Response:

Thank you for contacting Fiskars. We have entered this consumer into the data base to receive the return box for the recalled loppers, so no further action is required from the consumer.

Please note, the web address for the recall is www2.fiskars.com, and then scroll to Product Notifications at the bottom of the screen (Consumer had fiskars spelled fiscars)

The phone number ###-###-#### is correct.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for assisting with this issue.

I concede that I entered the wrong URL. My apologies for the error. However, on the day I filed the Revdex.com complaint, the phone number provided resulted in a fax warble tone.

Thank you again, and thank you to Fiskars for helping me resolve this issue.

Regards,

Review: I have purchased the two pack replacement 45mm titanium rotary blades several times and they are not the same quality as buying the rotary cutters. I rather buy the replacements and use them on the cutters I already have instead of having to pay more to have 4 cutters sitting around. The blades are dull and skip almost immediately. This has happened from blades bought from Joanne"s, walmart and hobby lobby it is not an isolated incidentDesired Settlement: I would like factory sent rotary blades or tools sent to me

Business

Response:

Fiskars would be happy to replace the blades for this consumer. I will have them sent right out.

Int he future, Fiskars has a very simple process for warranty claims. There is a claim form online that you can fill out and then the claim is processed.

Thank you!

Sincerely,

Fiskars Customer Service Manager

Review: While pruning a tree after just one month of ownership, the blades on our Fiskars 7.9-12 Foot Extendable Tree Pruning Stik Pruner (purchased in March) stuck together and the tool no longer worked. Fiskars promises a lifetime warranty so we filed a claim in late April. We heard nothing back and followed up with an email telling Fiskars that we had counted on this tool to keep tree branches from threatening the windows on our home in the windy season. We were then told via email that Fiskars was "going to ship you a new item as you requested" within 10-14 business days. Instead of a replacement Tree Pruning Stik Pruner however, Fiskars sent a part with no instructions and no way for a lay person to fix the tool.Desired Settlement: Fiskars needs to immediately refund $99.99 for the cost of the tool. We will have to pay someone to prune the trees at this point or risk damages and this will cost us $600-$800. They should really pay this amount too, though we are not holding our breath.

Business

Response:

Thank you for contacting Fiskars. Our apologies on the claim delay as Spring has sprung and we have gotten a bit behind. we will process the refund and have the check mailed to the consumer.Thank youSincerely,[redacted]Fiskars Customer Service

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased Power-Lever Fiskars 22" Hedge Shears at Home Depot. A lifetime warranty is promised on the packaging. The Fiskars Hedge Shears lost the bottom rivet and now they are useless. I filled out an online form several times and even though they promise to send an email confirmation, I never received one and have filed several complaints. I do expect Fiskars to keep their promise and send me a new pair of 22" Hedge Shears.Desired Settlement: Send me a new pair of 22" Hedge Shears, or pay to have this pair shipped, repaired, and then shipped back to me.

Business

Response:

Thanks you for letting us know of the issue. I searched our database and only today (12/1) did we receive 2 claims from Ms. [redacted], we show no record of anything prior.The hedge shears can be fixed with a simple part replacement. I will have the part as well as instructions sent to Ms. [redacted] on 12/2/15 via UPS tracking number 9400110200828820151879.Thank you again

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I feel that Fiskars should pay to ship this pair back and send me a new pair for my trouble. I should not have to work on and fix the 22" hedge shears myself at all.

Regards,

Business

Response:

Thank you for contacting Fiskars.To keep otherwise good tools from clogging up landfills, Fiskars sends replacement parts whenever possible. The replacement part was delivered today to Ms. [redacted].The replacement instructions have also been attached to this correspondence.Thank you again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.