Re Complaint ID 10691075Thank you for bringing this issue to our attention.This refund is indeed past its intended due date due to an internal error in the processing systemA Full refund of $as requested has been completed to the credit card of origin and a notice should have been received by the customer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10727881, and find that this resolution is satisfactory to me Regards, D [redacted] ***s
Complaint:
I am rejecting this response because:The business response is not accurate and exaggerates my conduct on the phone Regarding my conversation with "R***", I had called to BUY a knife that day When I was transferred to him, he originally stated he'd give me the free shipping and the 50% off of $99.99, per Jake's letter Note this knife has now been raised on their website to $ Upon checkout, he did not honor that and added a few dollars When I questioned what the additional charge was for, he wouldn't answer me, and said, "you can have that or I can give you the $with $shipping What's your choice?" "R***" held a bit of an attitude with me from the start I then let him know I wanted it at the price I was promised "R***" then got frustrated with me, lied to me, and told me to "enjoy my new free of charge knife which would be arriving in a few days." The below statement is not accurate."The customer then angrily demanded the product for free, even though the original item was not covered by our warranty and was returned to him promptly and still functional."Regarding my conduct, I let "R***" know I that I wasn't entirely please with the response, but I did call to buy a knife that day At no point did I curse "R***" out and I wouldn't call my behavior "unreasonable" to expect them to keep their promise to me as they stated it (written 50% off MSRP purchase from Jake and verbal free shipping from "R***") When I called Jake I was upset because I was lied to, and I let him know that, but at no point did I curse him out In fact, I appreciated Jake being honest with me on the phone and he even gave me him ext if I wanted to call back to buy the knife He even went as far as to say he knew I was being honest with them so it's funny how they're changing/exaggerating the story now that a complaint has been filed The below statement is not accurate either."The customer became angry and was again very unreasonable with our staff and again swearing and demanding a free product He would not take advantage of the 50% offer, and the call terminated with the customer swearing, threatening to give negative reviews online, and contact someone he claims to know in our R&D department to complain."As I told Jake, we're beyond the original knife and I understand the warranty being voided We're beyond that Where I'm at is when I called to buy the new one and what happened afterwards.Again, I don't think it's unreasonable to expect a company to follow through on what was promised to me "R***" promised me that knife I was prepared to buy for free The company admits it and the lies of their employee inconvenienced me and my family The company should make it right by following through with what their employee stated
Regards,
J*** ***
With regard to Complaint ID # 11692655: The customer in question, Joseph Malec, sent a knife in to our Headquarters for Warranty Service. The item that was returned to us was of item # 27TLCC- Recon 1. This model has been available for several years, and was
discontinued in 2014. He returned the knife claiming that the bevel grind was improper and should be considered a defect and he be issued a replacement under warranty. The knife was received into our facility on the 1st of August, Upon inspection, our experts determined that not only was the bevel not defective, but the customer had ground off all of the protective coating on the blade. Not only was the knife not defective in any way, but the modification of the blade voids the replacement warranty The knife was returned to the customer and, according to Fed-Ex, it was delivered on the 15th of August, 2016. Included with the knife was a letter confirming that the knife did not meet our warranty guidelines for replacement, however, the letter also offered the customer another knife at 50% off of its MSRP price. This offer was made to foster good will with the customer since his knife did not qualify for warranty replacement. The letter was signed by our Customer Service Representative, J*** M The customer then called our facility and spoke to one of our Representatives, R*** B. During the course of the conversation, the customer was very angry and unreasonable. R*** was attempting to work with the customer and reach an agreeable conclusion. The customer insisted that he receive different model- #58ALVG- American Lawman w/ Green Handle, at the 50% off as stated in the letter he received from Cold Steel. R*** attempted to broker the deal with the customer. Due to an error in our system, the MSRP price of $was mistakenly listed at $99.99. R*** still offered a discount of 50% off of this incorrect price, and offered the knife at $49.99, plus shipping. The customer then angrily stated he was not going to pay any shipping charges, and he should get the knife at $49.99. R*** agreed, and then the customer stated he was not going to give any credit card information for the purchase, and should instead get the knife for free. He stated that the letter from J*** Mwas not valid and began swearing, insulting J***, and insisting that he get the knife for free. R*** was quite “beaten up” at this point, and said he would send the knife to the customer. R*** did not have the authority to make such a deal with the customer R*** then took the issue to J***, who then informed him that he did not have the authority to make such a deal. R*** has since been disciplined in this matter. The customer then called back a few days later and spoke to J***. J*** informed him that R*** did not have the authority to give him a free product, and again he offered him 50% off of another product. The customer became angry and was again very unreasonable with our staff and again swearing and demanding a free product. He would not take advantage of the 50% offer, and the call terminated with the customer swearing, threatening to give negative reviews online, and contact someone he claims to know in our R&D department to complain To review: The customer sent a knife that was not damaged in the manner he described, and due to HIS MODIFICATION, was not covered by our warranty.Even though the knife did not meet our warranty policy, we offered 50% off of another product to make the customer happy.When the customer wanted a specific knife, we honored an incorrect price and would have given the customer the product at over 70% off of the actual MSRP, instead of the 50% offered.The customer then angrily demanded the product for free, even though the original item was not covered by our warranty and was returned to him promptly and still functional.When informed that he could not get a free product, but we would still honor our 50% off offer, he again angrily demanded free product under threat of negative publicityIn conclusion, the customer sent us a product that he modified and therefore, voided our warranty. It has been returned to him, and we now rescind the offer of 50% off of MSRP, and will not be offering any free products to this customer. We have gone above and beyond our policies to try to make this customer happy, and he is unreasonably and angrily demanding far more than is appropriate for the issue at hand
Re Complaint ID 10691075Thank you for bringing this issue to our attention.This refund is indeed past its intended due date due to an internal error in the processing system. A Full refund of $149.99 as requested has been completed to the credit card of origin and a notice should have been...
Complaint: 11692655
I am rejecting this response because: I stand by the accuracy of my original complaint. Cold Steel admits to R[redacted] committing an error (lying to me and offering me a free knife), and subsequently disciplining him for it, but they have no concern about how this inconvenienced their customer or correcting it with me."R[redacted] did not have the authority to make such a deal with the customer. R[redacted] has since been disciplined in this matter."I never insulted anyone or cursed anyone out. R[redacted] was not "beaten up" on the call. In fact, him and I discussed the differences with the old steels vs the new ones before I was going to checkout. I've never had such a negative customer service experience in my life, which is why I felt the need to file this complaint with the Revdex.com.R[redacted] promised me a free knife. That's the employee and Cold Steel's fault, not mine. Model 58ALVG should be sent free of charge, as promised by R[redacted], to resolve this complaint.
Regards,
Joseph Malec
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10727881, and find that this resolution is satisfactory to me.
Regards,
D[redacted]s
Re Complaint ID 10691075Thank you for bringing this issue to our attention.This refund is indeed past its intended due date due to an internal error in the processing systemA Full refund of $as requested has been completed to the credit card of origin and a notice should have been received by the customer
Thank you for bringing this case to light.A physical refund check has been expedited per
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10727881, and find that this resolution is satisfactory to me Regards, D [redacted] ***s
Complaint:
I am rejecting this response because:As of this morning it has not showed up on my account.Regards,
J*** ***
Complaint:
I am rejecting this response because:The business response is not accurate and exaggerates my conduct on the phone Regarding my conversation with "R***", I had called to BUY a knife that day When I was transferred to him, he originally stated he'd give me the free shipping and the 50% off of $99.99, per Jake's letter Note this knife has now been raised on their website to $ Upon checkout, he did not honor that and added a few dollars When I questioned what the additional charge was for, he wouldn't answer me, and said, "you can have that or I can give you the $with $shipping What's your choice?" "R***" held a bit of an attitude with me from the start I then let him know I wanted it at the price I was promised "R***" then got frustrated with me, lied to me, and told me to "enjoy my new free of charge knife which would be arriving in a few days." The below statement is not accurate."The customer then angrily demanded the product for free, even though the original item was not covered by our warranty and was returned to him promptly and still functional."Regarding my conduct, I let "R***" know I that I wasn't entirely please with the response, but I did call to buy a knife that day At no point did I curse "R***" out and I wouldn't call my behavior "unreasonable" to expect them to keep their promise to me as they stated it (written 50% off MSRP purchase from Jake and verbal free shipping from "R***") When I called Jake I was upset because I was lied to, and I let him know that, but at no point did I curse him out In fact, I appreciated Jake being honest with me on the phone and he even gave me him ext if I wanted to call back to buy the knife He even went as far as to say he knew I was being honest with them so it's funny how they're changing/exaggerating the story now that a complaint has been filed The below statement is not accurate either."The customer became angry and was again very unreasonable with our staff and again swearing and demanding a free product He would not take advantage of the 50% offer, and the call terminated with the customer swearing, threatening to give negative reviews online, and contact someone he claims to know in our R&D department to complain."As I told Jake, we're beyond the original knife and I understand the warranty being voided We're beyond that Where I'm at is when I called to buy the new one and what happened afterwards.Again, I don't think it's unreasonable to expect a company to follow through on what was promised to me "R***" promised me that knife I was prepared to buy for free The company admits it and the lies of their employee inconvenienced me and my family The company should make it right by following through with what their employee stated
Regards,
J*** ***
Cold Steel stands by our original response to this complaint
With regard to Complaint ID # 11692655: The customer in question, Joseph Malec, sent a knife in to our Headquarters for Warranty Service. The item that was returned to us was of item # 27TLCC- Recon 1. This model has been available for several years, and was
discontinued in 2014. He returned the knife claiming that the bevel grind was improper and should be considered a defect and he be issued a replacement under warranty. The knife was received into our facility on the 1st of August, Upon inspection, our experts determined that not only was the bevel not defective, but the customer had ground off all of the protective coating on the blade. Not only was the knife not defective in any way, but the modification of the blade voids the replacement warranty The knife was returned to the customer and, according to Fed-Ex, it was delivered on the 15th of August, 2016. Included with the knife was a letter confirming that the knife did not meet our warranty guidelines for replacement, however, the letter also offered the customer another knife at 50% off of its MSRP price. This offer was made to foster good will with the customer since his knife did not qualify for warranty replacement. The letter was signed by our Customer Service Representative, J*** M The customer then called our facility and spoke to one of our Representatives, R*** B. During the course of the conversation, the customer was very angry and unreasonable. R*** was attempting to work with the customer and reach an agreeable conclusion. The customer insisted that he receive different model- #58ALVG- American Lawman w/ Green Handle, at the 50% off as stated in the letter he received from Cold Steel. R*** attempted to broker the deal with the customer. Due to an error in our system, the MSRP price of $was mistakenly listed at $99.99. R*** still offered a discount of 50% off of this incorrect price, and offered the knife at $49.99, plus shipping. The customer then angrily stated he was not going to pay any shipping charges, and he should get the knife at $49.99. R*** agreed, and then the customer stated he was not going to give any credit card information for the purchase, and should instead get the knife for free. He stated that the letter from J*** Mwas not valid and began swearing, insulting J***, and insisting that he get the knife for free. R*** was quite “beaten up” at this point, and said he would send the knife to the customer. R*** did not have the authority to make such a deal with the customer R*** then took the issue to J***, who then informed him that he did not have the authority to make such a deal. R*** has since been disciplined in this matter. The customer then called back a few days later and spoke to J***. J*** informed him that R*** did not have the authority to give him a free product, and again he offered him 50% off of another product. The customer became angry and was again very unreasonable with our staff and again swearing and demanding a free product. He would not take advantage of the 50% offer, and the call terminated with the customer swearing, threatening to give negative reviews online, and contact someone he claims to know in our R&D department to complain To review: The customer sent a knife that was not damaged in the manner he described, and due to HIS MODIFICATION, was not covered by our warranty.Even though the knife did not meet our warranty policy, we offered 50% off of another product to make the customer happy.When the customer wanted a specific knife, we honored an incorrect price and would have given the customer the product at over 70% off of the actual MSRP, instead of the 50% offered.The customer then angrily demanded the product for free, even though the original item was not covered by our warranty and was returned to him promptly and still functional.When informed that he could not get a free product, but we would still honor our 50% off offer, he again angrily demanded free product under threat of negative publicityIn conclusion, the customer sent us a product that he modified and therefore, voided our warranty. It has been returned to him, and we now rescind the offer of 50% off of MSRP, and will not be offering any free products to this customer. We have gone above and beyond our policies to try to make this customer happy, and he is unreasonably and angrily demanding far more than is appropriate for the issue at hand
Re Complaint ID 10691075Thank you for bringing this issue to our attention.This refund is indeed past its intended due date due to an internal error in the processing system. A Full refund of $149.99 as requested has been completed to the credit card of origin and a notice should have been...
received by the customer.
Thank you for bringing this case to light.A physical refund check has been expedited per 10727881.
Complaint: 11692655
I am rejecting this response because: I stand by the accuracy of my original complaint. Cold Steel admits to R[redacted] committing an error (lying to me and offering me a free knife), and subsequently disciplining him for it, but they have no concern about how this inconvenienced their customer or correcting it with me."R[redacted] did not have the authority to make such a deal with the customer. R[redacted] has since been disciplined in this matter."I never insulted anyone or cursed anyone out. R[redacted] was not "beaten up" on the call. In fact, him and I discussed the differences with the old steels vs the new ones before I was going to checkout. I've never had such a negative customer service experience in my life, which is why I felt the need to file this complaint with the Revdex.com.R[redacted] promised me a free knife. That's the employee and Cold Steel's fault, not mine. Model 58ALVG should be sent free of charge, as promised by R[redacted], to resolve this complaint.
Regards,
Joseph Malec
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10727881, and find that this resolution is satisfactory to me.
Regards,
D[redacted]s