Saber Forge

Unfortunately, the Legacy sabers available through our campaign were delayed We experienced several complications with the Legacy builds, however these issues have been addressed and resolved This customer was also taken care of, and his saber, missing items from the original package, and some free extras were provided

I'm very sorry to hear this happened! With our old system for gift certificates, often times they were lost in transit We have since re-structured how our gift certificates work, and customers immediately receive a digital coupon code and instructions for redemption when a gift certificate is purchased No waiting!

Hello! I sincerely apologize for the extreme delay in responding to this complaint This is one of the many reasons we have hired a new customer service team, and now that I am here, it is my personal mission to ensure every customer receives the best possible customer service I assure you, the frustrations you experienced with this order would never happen on my watch Our customers are very important to us, and we feel it is just as important to ensure every customer has the best experience with us To compensate you for the complications with your past order, I would like to offer you a $credit that can be redeemed on a future purchase If this interests you, you would need to visit our main site (www.saberforge.com) and set up a new account Our website recently changed to a much more user friendly site, however old accounts would not transfer to the new site so a new one would need to be created (Don't worry, you can still access your old orders if you need to!) Then email me at [email protected] to let me know your account is set up, and I will apply your credit for you You would then receive a separate email with a coupon code, and instructions for redemption It is my hope that you will use this credit to give us a chance to prove to you that your previous experience is not the norm for us here at Saber Forge

Hello! If no refund or extra items were offered, that is because you were one of the lucky few whose orders we were able to locate and have delivered We only cancelled and refunded orders that were deemed lost or stolen, and the free items were offered because those customers had to then place a new order and wait longer for us to build their replacements than customers had to wait for their found packages to be delivered.I'm very sorry to hear you did not receive a notification from us regarding the delay with your order Unfortunately, I have no way of knowing why you were not contacted as most of our other customers who were effected by this were contacted This happened before my time, and I am limited as to what information I can gather regarding this unfortunate event I fully understand the frustration this caused you, and it is certainly not an experience I want my customers to remember when dealing with our company I would like to offer you a $credit that can be redeemed on a future order It is my hope you will give us another chance to prove that what happened with this order is not the norm for our company Since I have taken over this area, it is my personal mission to ensure every customer receives quality customer service.To receive your credit, you would need to create an account on our main site (saberforge.com) If you have not already done so, please use the following link:https://saberforge.com/account/registerThen email me at [email protected], and I will get your credit applied for you right away You will then receive a notification with a coupon code and instructions for redemption May the Forge be with You!Melissa

Per our promotion rules coupon codes and special offers can not be combined or retroactively applied for any reason, this includes canceling and re ordering, using a gift card purchased at discount during a second promotion, or any other circumvention of our promotion rulesThe only way that we can continue to offer our high level of quality and excellent value, is by customers abiding by our policies and the terms of service they signed during checkout.Our ASP website was focused on quick ship saber parts, and those orders were processed very quickly and shipped out very quickly At the time the request for cancellation was made, the order was already past the point where we could prevent it from shipping out, and could not issue a refund at that time Instructions were provided for returning the product once it arrived for a refund

Hello! I'm very sorry to hear your gift certificate was never used! I would be happy to transfer the balance to a credit plus an additional $for the complications and frustrations you experienced If you do not have an account set up yet, please visit our main site (saberforge.com) to create one Then email us at [email protected] with a picture of the gift certificate, and the original order number (or email address the order was placed under) I will immediately get your credit applied, and you will receive a coupon code and instructions for redemption.I sincerely apologize for the long delay in response to this complaint These used to be handled by another employee, and your complaint came in before my time Since I have taken over this area, I make it my personal goal to make sure every customer receives the best possible customer service I look forward to making this right for you!

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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The response from Saber Forge does not in any way address the problem with my particular complaintI received a defective partSaber Forge had sufficient stock of this part, but refused to replace my defective itemI have an email trail between us a mile long pleading with them to do the right thing and simply send a replacement for this $partI had to threaten legal action, which was really not 'just' a threat as I had the paperwork filed and ready to goUpon notification of this turn of events I received a telephone call from the Saber Forge owner to defuse the situation, regardless of the fact that I was told all along that HE was personally making the decision to not send a replacement part in the first placeI should not have had to complain for MONTHS to rectify one defective partSaber Forge customer service is a nightmare to deal withI strongly encourage others with similar issues with this company to forego the pains of trying to reason with them and simply file a legal complaint in your local court system Sincerely, [redacted]

During this time, we experienced an unfortunate complication with our carrier and many orders were lost in transitThis caused delays while we worked to address the issue with our carrier, and get replacement orders built and shipped outThe issue with our carrier has been resolved, and we very rarely experience complications with lost packagesAll customers effected by this delay were contacted and offered compensationWe either canceled and refunded their order and provided instructions on how to get some free bonuses on a replacement order, plus expediting their order to skip over our lead timesOr we were able to locate their lost package and get it delivered to the customerI'm very sorry to hear your customer service experience was less than enjoyable We have since hired a completely new customer service team, and we strive to provide our customers with the best possible customer service

During this time, our lead times increased from 6-weeks to 10-weeks At the end of the lead time, an order reaches the front of our queue and enters production From there, it took approximately 5-business days for us to complete final installation and quality control checks before the order physically shipped out Our lead times are posted on our main site FAQ, and updated when changes are made We recommend all of our customers check in periodically to see if changes have been madePer our promotion rules coupon codes and special offers can not be combined or retroactively applied for any reason, this includes canceling and re ordering, using a gift card purchased at discount during a second promotion, or any other circumvention of our promotion rules This is the only way we can continue to offer our promotions, and is true with most other companies Emails are answered as quickly as possible, in the order they are receivedEmails are never ignored for any reasonWe recommend sending only one email per inquiry, as multiple emails will reset your response timeAs we work from oldest to newest, when a new message is sent it will bump the email chain to the newest emails, and away from the oldest emails where we are working

Regarding my complaint [redacted] , we finally received the items ordered I have still never had any communication with the company Which is very poor customer service I have called and left messages and sent several emails with no response.The items we received are not great One of the light sabers is missing the tiny screws, so therefore can’t be used As a resolution, I would like new screws sent or a refund since the light saber is not usable as is Please advise how I should handle this since I can’t get anyone at the company to respond to calls or emails Thanks! [redacted] [redacted]

I'm very sorry to hear this happened! During this time, we experienced an unfortunate complication with our carrier and many orders were lost in transitThis caused delays while we worked to address the issue with our carrier, and get replacement orders built and shipped outThe issue with our carrier has been resolved, and we very rarely experience complications with lost packages All customers effected by this delay were contacted and offered compensationWe either canceled and refunded their order and provided instructions on how to get some free bonuses on a replacement order, plus expediting their order to skip over our lead timesOr we were able to locate their lost package and get it delivered to the customer Emails are answered as quickly as possible, in the order they are receivedEmails are never ignored for any reasonWe recommend sending only one email per inquiry, as multiple emails will reset your response timeAs we work from oldest to newest, when a new message is sent it will bump the email chain to the newest emails, and away from the oldest emails where we are working

During this time, we experienced an unfortunate complication with our carrier and many orders were lost in transitThis caused delays while we worked to address the issue with our carrier, and get replacement orders built and shipped outThe issue with our carrier has been resolved, and we very
rarely experience complications with lost packages All customers effected by this delay were contacted and offered compensationWe either canceled and refunded their order and provided instructions on how to get some free bonuses on a replacement order, plus expediting their order to skip over our lead timesOr we were able to locate their lost package and get it delivered to the customer

Complaint: ***
I am rejecting this response because:the actual promised work was NEVER delivered After having four times in which they stopped responding to me for over a month at a time, I finally got a response after putting up this complaint At that time the person in charge of finishing my build said he would do a few things which he did NOT do This included changes to the housing of the gen and the fins at the bottom of the hilt Eventually I asked him if he will complete it or if not to send me my hilt back at least as well as the right size belt and other things which I was to receive Besides a few useless company stickers there was zero extra items I received and still never received the right belt size nor the custom build I was promised This company is a complete fraud and you can see various complaints on them This was never concluded in a satisfactory manner and the fact they took this long to answer the complaint is very telling
Sincerely,
*** ***

This order was deemed lost or stolen by USPS, and we immediately refunded the order in full As the order was deemed lost, we had to close it out on our end, and the only way to do that was to cancel and refund the order since the tracking number would never update as "delivered" We then contacted the customer with the following information; Hello! We are reaching out to you today in regards to your order, we have determined that the order was either lost or stolen while in transitFor some background information on this, we have been waiting and hoping for the best from the USPS, waiting to see if orders would populate with tracking information, but unfortunately at this time we are no longer going to ask you to bear that wait with us, and issue you a full refund for your purchaseThe USPS has been experiencing about a 2% order loss rate with us, which to us is unacceptableWe are transitioning to FedEx in to provide a better, and more reliable, shipping platform for you, the customerWe will be filing our insurance claims and launching an investigation into the USPS on our own, but you will receive your refund now. For the inconvenience, we are offering you all of the following: 25% off your next SaberFree StandFree BeltFree Carrying CaseFree T-shirt Again, we are very sorry for the trouble on this order, and look forward to making this right for youUnfortunately your order is past the refund period, and we cannot process a direct refundWe will need to send you a paper check for the amount of the refundPlease confirm the address you would like us to send the check to, and the name to make it out to, and we will get that sent as soon as possible. May the Forge be with you!Joshua S

During this time, we experienced some unfortunate complications with our carrier, and many orders were lost in transit This caused delays on several orders while we worked to get the issue addressed and replacement orders built and shipped out Every effected customer was contacted, and
the issue resolved We either cancelled and refunded their orders, plus offered some extra bonuses for placing a replacement order, or we were able to locate their lost package and have it delivered to them We have since corrected the problem that caused this delay, and we very rarely experience complications with lost packages

During this time, we experienced an unfortunate complication with our carrier and many orders were lost in transitThis caused delays while we worked to address the issue with our carrier, and get replacement orders built and shipped outThe issue with our carrier has been resolved, and we very
rarely experience complications with lost packagesWe do not have a business phone line, and all customer inquiries are handled via emailEmails are answered as quickly as possible, in the order they are receivedEmails are never ignored for any reasonWe recommend sending only one email per inquiry, as multiple emails will reset your response timeAs we work from oldest to newest, when a new message is sent it will bump the email chain to the newest emails, and away from the oldest emails where we are working

We can only make changes to the shipping address if the request is made prior to the shipping label being printed After the label is printed, the order enters production and it is very difficult to locate one specific order out of many The only way to do that would be to stop
production while the order is located While this may only take a few minutes for one order, it would take significantly longer if we stopped production for every customer that requested a change after the order is past the point where changes can be made This would ultimately lead to much longer lead times for all of our customers Instructions on how to get the address changed were provided to the customer, and this order was successfully delivered We are not a small company working out of someone's house We receive high volumes of orders daily, which is why it is difficult to locate one specific order out of many after it enters production It is very much like looking for a needle in a haystack where the haystack is in constant motion This was also explained to the customer via emails exchanged between them and our customer service team

During this time, we experienced an unfortunate complication with our carrier and many orders were lost in transitThis caused delays while we worked to address the issue with our carrier, and get replacement orders built and shipped outThe issue with our carrier has been resolved, and we very
rarely experience complications with lost packages All customers effected by this delay were contacted and offered compensationWe either canceled and refunded their order and provided instructions on how to get some free bonuses on a replacement order, plus expediting their order to skip over our lead timesOr we were able to locate their lost package and get it delivered to the customer We do not have a business phone line, and all customer inquiries are handled via emailEmails are answered as quickly as possible, in the order they are receivedEmails are never ignored for any reasonWe recommend sending only one email per inquiry, as multiple emails will reset your response timeAs we work from oldest to newest, when a new message is sent it will bump the email chain to the newest emails, and away from the oldest emails where we are working

During this time, we experienced an unfortunate complication with our carrier and many orders were lost in transitThis caused delays while we worked to address the issue with our carrier, and get replacement orders built and shipped outIt also effected our lead time, and we had to extend our
wait time to 12-weeks for completionOur lead times are subject to change, and updates are made on our website FAQ when these changes are madeThe issue with our carrier has been resolved, and we very rarely experience complications with lost packages In addition, we have also revised our cancellation policy and no longer charge a restocking fee if a cancellation is requested