Saber Forge

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]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]
[redacted]
[redacted]

During this time, our lead times increased from 6-8 weeks to 10-12 weeks.  At the end of the lead time, an order reaches the front of our queue and enters production.  From there, it took approximately 5-15 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 made. 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 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 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.

Complaint: [redacted]
I am rejecting this response because:I still do not accept the resolution proposed by the business as they have done nothing to ensure their customers see the wait time for their product during an online sale, nor have they indicated that they will allow customers to cancel an order without a restocking fee once they discover the wait time, and finally, despite taking the time after a year and a half to respond to my complaint they have not done anything to earn my business back. I am confident this is a reflection of how they would treat any customer, so I would caution anyone from doing business with them. 
Sincerely,
[redacted]

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 rules. The 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.

I'm very sorry to hear about this experience!  At the time this order was placed, our lead times were very long.  (12-14 weeks)  This information is located on our website FAQ, and is updated as changes are made.  In the event that items arrive damaged, or the incorrect items...

were delivered, we will work with the customer to resolve the issues.  A delay on a refund would indicate that the package did not arrive in our facility.  For this reason, it is highly recommended to send packages back with a tracking number to avoid being lost in transit.  As we do not have any outstanding refunds pending, it looks like this issue was resolved.

With our old system, once a shipping label was printed, the order was entered into production.  From there, it took approximately 5-15 business days (Monday - Friday and excluding holidays) for us to complete final installation and quality control checks before the order would physically ship...

out.  We have since revised our system, and shipping labels are not printed until the order is ready to ship out.  It is our hope that this resolves the confusion that came from our old system.  Many changes have been made here at Saber Forge within the last year, all designed to improve our customer's experiences. All emails are answered in the order they are received.  At the time this complaint was made, there was a 5-7 business day response time.  If multiple emails were sent before this time frame had passed, it would have bumped the email to the "newest" emails, and as we work from oldest to newest, it would have taken longer to get to their email to respond.  We have also lowered our response times to be able to provide faster customer service.  We do not have a business phone line.  All customer inquiries are handled via email.

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. I'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.

The way our site was set up at the time, there was no way to include the current lead time anywhere on the main page.  That is why it is located in the FAQ.  With our new site, there is also not a good way to show our lead times on the main page, and it is located in the FAQ, which most of...

our customers are aware of by now.  Unfortunately, this is not something we are able to change.  Since our lead times are subject to change, we need to have them posted in a forum that allows us to make changes (FAQ).  When our lead times are as high as 12-14 weeks, that indicates there are higher than usual volumes of orders in our queue, and we no longer offer expedited orders.  The reason for that is because if we offer expedited orders when our lead times are already so long, that means other customers will have to wait longer for their purchases since we just bumped someone else ahead of them in our queue.  At this time, we no longer offer expedited orders in an effort to keep our lead times as low as possible.

I'm very sorry for the frustration caused by the delay with our campaign orders, and also regret to hear that there were incorrect or missing items.  With the introduction of our ASP line, it became necessary to move to a bigger facility.  Unfortunately, we experienced significant delays...

while we worked with OSHA to get our new facility up and running.  In addition to this, some of the designs offered in our campaign needed to be modified to make them work properly.  As the ASP line was new, there were several customers who experienced complications with their orders.  All of these issues were resolved, and every customer taken care of.  We have since improved many of our ASP products, and customers who experienced on-going complications with their original parts were provided with the upgraded replacements.

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!

We experienced some unfortunate set backs with the ASP campaigns.  It took much longer than anticipated for us to get our new facility up and running, and then we also experienced some complications with our designs that needed to be addressed so the quality was there.  Every campaign...

order was fulfilled, and we provided a coupon code to all of our backers to compensate for the delay with their orders.  We also added some additional extras to packages that were severely delayed.  If a refund was not provided, that would indicate that the order had been fulfilled and was already shipped out.

I'm very sorry to hear this happened!  This is certainly a case where customer service should have been handled in a much better way.  Since this happened, we have hired a completely new customer service team, and we make it our mission to provide every customer with the best possible...

customer service.   Our lead times are subject to change, and therefore we must be able to edit the lead times on our site.  Unfortunately, in the FAQ section is the best place for us to include that information.  The majority of our customers are aware of our FAQ and do read through it before placing an order.  In addition to this, our lead times are much lower than they used to be for basic orders.  Orders that include custom work can take up to 17 weeks for completion, and this information is provided in our FAQ section, and also in the descriptions for the items that would have longer lead times.

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 $50 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.

Complaint: [redacted]
I am rejecting this response because:The response from Saber Forge does not in any way address the problem with my particular complaint. I received a defective part. Saber Forge had sufficient stock of this part, but refused to replace my defective item. I have an email trail between us a mile long pleading with them to do the right thing and simply send a replacement for this $10 part. I had to threaten legal action, which was really not 'just' a threat as I had the paperwork filed and ready to go. Upon 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 place. I should not have had to complain for MONTHS to rectify one defective part. Saber Forge customer service is a nightmare to deal with. I 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]

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]