Saber Forge

We received several complaints about the way our gift certificates had to be redeemed Our old system did not have an option to enter a coupon code, so refunding the amount of the gift certificate was the only way we had to redeem them We were not able to issue refunds for gift
certificates, because we did not have a good way to track them after they were sent out We have since changed our website, and gift cards are now digital Customers receive a coupon code and instructions for redemption as soon as they purchase a gift card on our new site Additionally, the amount of the gift card is deducted at check out, so no one has to wait for a refund to redeem their gift cards anymore

Hello! The request for a replacement part was never rejected or refused However, we do require a short video or picture of any issues customers may experience so we can better assist them In many cases, we are able to see what is happening and troubleshoot the issue with the customer This prevents the customer from having to send the part back and wait for a replacement It's a much faster solution to many issues In this case, the customer refused to send a picture or short video claiming they had no way to send one We agreed to omit this requirement, and gave instructions to return the product for replacement We offered a pre-paid return shipping label so it could be returned to us at no additional cost to the customer This offer was also refused because the customer claimed that he had no way to print the label However, within a week we received a printed letter from the customer complaining that we were being difficult At every step of this process, this customer was combative and abusive to our customer service team In the end, the customer received a free replacement and was allowed to keep the original product in an effort to appease the customer We followed our policies and procedures with this situation, and explained in detail why these policies were in place To make exceptions to these policies, approval had to be granted by the owner In the end, we were able to get this approval as the customer was continuing to be difficult and we wanted a resolution to this issue

I'm very sorry to hear about this experience! Our lead times are estimated time frames, and are subject to change Some hilts may require additional time for completion without sacrificing quality, and when circumstances outside of our control require it, we must adjust our lead times to
make sure every order in our queue is completed in a way that meets our quality expectations When the lead time changes, it is updated on our site, and we recommend checking periodically throughout the wait time to see if any changes have been made 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

Complaint: ***
I am rejecting this response because: it is unreasonable that the company cannot control the content of their own page , provide clear consumer disclosure before a purchase is made as part of the purchase flow on the site, nor did they ever offer an apology, refund without penalty, or attempt to work with me in any wayI had to have my credit card company refund my chargeLastly, the time it took them to respond to this is appalling
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the delay in resolution was over months after the original filingThe delay in the processing and the requests that were made in order to resolve the concerns were unacceptableThe company offered discounts on future orders which is unacceptable as future ordering with this company will never happenOver spent and they have the audacity to say "here's a discount on future things".
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: While this is a better solution for the company going forward, I tried numerous solutions with the company from refunding the gift certificate to using it on their Etsy story (which carried different merchandise then their main webstore)Ultimately, I never used the gift certificate and its been promptly forgotten aboutI essentially wasted $on this companySince then, I've found an alternate company that offers similar products that is infinitely better at both customer service, pricing, and presumed product quality.Additionally, the statement that they had no decent way to track gift certificates is not entirely trueDigital receipts were sent out (like with most online vendors) that clearly showed the purchase of the gift certificate and the amountI imagine the counter point to this would be they have no method of tracking what sold gift certificates are used or notMy counter point to that would be that (a.) this is a failing of their online systems, a failing that no other online retailer I've ever dealt with suffers from and (b.) given that I was not required to physically send back the gift certificate, only that I had to send an image of it, the refund system they had implemented was insecure.My opinion of this company and their business practices remains unchanged and this response, coming almost a year after my original complaint does little to address the matter
Sincerely,
*** ***

During the time of June - December 2015, we experienced on-going complications with our email server Several customers had difficulty getting their emails through to us Unfortunately, we do not have a business phone line, and all customer inquiries are handled via email This helps us to provide better customer service and faster resolutions to any complications a customer may experience with their order We have since resolved the issue with our email server, and no longer experience this complication All customer inquiries are responded to within 2-business days in most cases It is highly recommended to send only one email per inquiry, as multiple emails will reset the response time We work from oldest to newest, and sending a new message bumps the entire email thread to the newest emails, and away from where we are working Also, during this time we experienced some unfortunate complications with our carrier, and several orders were lost in transit We made sure every customer who was effected by this was taken care of, either by issuing a refund plus some bonuses they could claim on a replacement order, or by locating the lost items and getting them delivered This may explain why there was such a long delay for this order This issue has also been addressed and resolved, and we very rarely have to deal with lost packages

Hello I'm very sorry to hear this was not resolved in a satisfactory manner Some custom requests simply cannot be accommodated We have to work with parts and supplies we have available, and unfortunately we receive many requests for custom sabers that we are unable to accommodate Regarding the missing free items, this is unacceptable and I will gladly get those shipped to you in our next batch of shipments If you can forward the email conversations regarding your free items to [email protected], and include your full shipping address, I would be happy to get this resolved for you.I sincerely apologize for the delayed response to this This complaint was made while another employee was in charge I have since taken over, and I make it my personal mission to ensure quality customer service to every customer I look forward to making this right for you!

Complaint: [redacted]
I am rejecting this response because:This complaint is over a year old.  The response provides no evidence that what the company says is true, specifically: that there were carrier issues (no statements or evidence provided from the carrier that they lost the package.  I had a tracking number that did not indicate that the package was lost),  That their customer service has improved with new staff (again, it took a year to respond).  As I stated in my original complaint I was ignored / misled / strung along until I called my credit card company to dispute the charge. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was certainly not the one being difficult. It would have been a simple matter to replace the defective part and Saber Forge repeatedly refused over a period of MONTHS, all the while insinuating that I was somehow trying to steal from Saber Forge when in fact I was the one out hundreds of dollars with a nonfunctional product to show for it, and practically begging Saber Forge to do the right thing. Your representation of this case is misleading at best. I have MONTHS worth of messages proving so, proving my points, proving that the owner Isherwood was complicit in all decisions made. I truly hope your company realizes that it's ways are harmful and gives more thought to how it treats customers. Given the abuse I was subjected to I doubt it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:(1) the business did not in fact contact me regarding the delay.  Rather, I had to email them continuously as their promised ship times continued to slip back. (2) no refund was ever offered and no "extras" were provided.(3) when I stated that I wanted to cancel the order (as it was 2 months late), they stated they could not provide a refund as it had already "gone to production".in short, the response from the business is a complete fabrication.  The order I received was 3 months late and was broken when it arrived.  I have yet to receive a refund, replacement or explanation from the business.     
Sincerely,
[redacted]

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 $50 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

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 transit. This caused delays while we worked to address the issue with our carrier, and get replacement orders built and shipped out. The 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 compensation. We 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 times. Or 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 received. Emails are never ignored for any reason. We recommend sending only one email per inquiry, as multiple emails will reset your response time. As 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.

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.

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]

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]

Unfortunately, during this time we experienced some complications with our carrier, and many orders were lost in transit.  This caused delays on several orders while we worked to get the issue resolved and the orders replaced.  Every customer who was effected was notified and taken care...

of.  We either issued a refund, plus some bonuses that could be claimed on their replacement order, or we were able to locate their lost package and get it delivered to them.  We have since resolved this issue, and we very rarely experience complications with lost packages.

During this time, we experienced unfortunate complications with our carrier, and several orders were lost in transit.  If an order was verified as lost by the post office, we cancelled the order so the customer could place a new one with some extra bonuses added for the inconvenience caused by...

this delay.  We did not have a way to add onto an existing order to make sure they received their free compensation items, which is why the orders needed to be cancelled.  The tracking number provided was a valid tracking number.  Unfortunately, part of the problem with the lost packages was our carrier was failing to scan the packages when they were picked up, and the tracking numbers never updated.  This process has since been revised so this issue does not happen again.  We also offered to expedite the replacement orders, so no one had to "go back to the end of the line".  Instructions were provided to every customer effected this way on how to claim their free items and get their order expedited.

Unfortunately, the only place where we are able to list the lead times where they can be edited as changes need to be made is in our website's FAQ.  Customers are also notified of the lead time in the confirmation email they receive.  If there will be a longer lead time for a product, there is a notification shown prior to completing the order that let's our customers know that item has a longer lead time than our standard time frame.  Additionally, we no longer charge a restock fee at all.  Our full cancellation policy can be viewed on our main site.  Here is the link:https://saberforge.com/pages/store-policiesThe only thing that is non-refundable is the shipping fee IF the order physically ships out of our facility, and is then returned for a refund.  I sincerely apologize for the extreme delay on responding to this complaint.  We have hired a whole new customer service team, and our focus is to ensure every customer receives the best possible customer service, and that complaints and complications are resolved quickly.

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 $50 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!