Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 30 May 2024 I was authorized a repair service request from Benchmade to return a AFO II knife. I packed the knife and mailed it to Benchmade. I was informed that the product was counterfeit and would be destroyed. I have my original box, axis and care card inserts with a Benchmade monogrammed nylon sheath (I purchased from an individual) who was retired military. I would have never sent my knife to Benchmade services to have it repaired and resharpened if I had and reason to believe it was a counterfeit product. Benchmade forces you to check a box that allows them to confiscate your knife if it appears fraudulent. I spoke to the Consumer Special Leader ****** and ***** and they reiterated that Benchmade has the right to confiscate your property because you checked the box giving them permission to destroy a counterfeit product. But you are unable to request service for a product if you do not check the authorization box. I have three other Benchmade products. The boxes, inserts and instructions are all the same and identical. I only requested that my knife be returned to me and I would be responsible for shipping. Benchmade refused and replied that the knife is no longer here and had been recycled as per ************* **************** Manager. I am requesting that I would be supplied with a AFO II from Benchmade.

  Business Response

  Date: 12/23/2024

  Thank you for reaching out to share your concerns regarding your AFO II knife and its recent service request. We understand the frustration and disappointment this situation has caused and would like to address the matter.

  When your knife was submitted on May 30, 2024, for warranty service, it underwent a standard inspection process. During this inspection, it was determined that the knife did not meet authenticity standards and was identified as counterfeit. As part of Benchmades service terms, which you acknowledged when submitting the knife, we are required to confiscate and dispose of counterfeit products to uphold the integrity of our brand and protect customers from fraudulent items. While we understand that this situation is upsetting, these procedures are in place to safeguard the trust and quality associated with Benchmade products.

  We appreciate that you provided supporting materials, including the original box, inserts, and sheath. However, these items, unfortunately, do not alter the determination made during our inspection. Our team, including Consumer Experience Specialists and leadership, communicated that the knife had already been processed and could not be returned.

  We understand your request for a replacement AFO II knife and acknowledge your loyalty as a Benchmade customer, owning multiple genuine products. However, our policies regarding counterfeit items do not allow us to provide replacements in these circumstances. Any further communication regarding this matter will need to be directed to our legal team, whose contact information has already been provided to you.

  We value your feedback and are committed to continuously improving our processes to enhance customer satisfaction. Thank you for bringing this to our attention and for your continued support of Benchmade.

• Initial Complaint

  Date:06/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Details:Date of Notification: November 9, 2023, at approximately 5 PM PST.Date of Destruction: Over the weekend of November *****, 2023.Value of Property: The knife, valued at $525, was initially sent in for servicing, implying a trust in Benchmade's service quality and adherence to their policies.Knife Model: Benchmade SKU:3400BK Service Order #********** Commitment by ***************************************** terms include an inspection of submitted items. Importantly, these terms also state that if an item is suspected of being counterfeit, the customer is allowed time to dispute this claim. In my case, this protocol was not followed.Nature of the Dispute:The crux of the issue lies in Benchmade's handling of the knife I sent for servicing. They informed me very late on a Friday that they suspected the knife to be counterfeit and then proceeded to destroy it over the weekend. This action was taken without giving me a fair opportunity to dispute their claim, thereby denying me my rights under their service agreement.Resolution Attempts:My attempts to resolve this issue have been met with what feels like a dismissive attitude from Benchmade. Initially, they offered a $100 voucher, and after further insistence on my part, a $200 voucher. These offers are not commensurate with the value of the knife nor do they reflect a genuine attempt to rectify the situation. I have communicated my willingness to accept a $525 voucher as a fair compensation, emphasizing my desire to resolve this amicably and maintain my loyalty to the brand. Unfortunately, this has not yet been met with a satisfactory response.I am seeking your help to facilitate a fair resolution, which I believe would be the issuance of a $525 voucher from Benchmade, reflecting the original value of the destroyed property. This resolution would demonstrate a commitment to customer service and an acknowledgment of the oversight in this matter.

  Business Response

  Date: 12/23/2024

  Thank you for bringing this matter to our attention. We understand the frustration and disappointment youve experienced regarding the handling of your knife and sincerely regret any inconvenience caused during this process.

  Upon receipt of your knife on August 9, 2023, as part of a service request, our team conducted a thorough inspection, which raised concerns about the authenticity of the product. Following our standard protocol, an email notification was sent to you on September 1, 2023, outlining our findings and providing an opportunity to dispute the determination. Unfortunately, we did not receive a response within the specified timeframe. Subsequently, the knife was processed according to our counterfeit goods policy, which includes destruction to prevent fraudulent items from re-entering the market.

  We understand your concerns regarding the communication timeline and have reviewed our internal procedures to ensure clarity and efficiency in notifying customers about such determinations in the future. Our goal is always to address issues promptly while upholding the integrity of our brand and the trust of our customers.

  To acknowledge the inconvenience caused, we initially extended a voucher offer, which was increased in subsequent communications to reflect our commitment to resolving the situation amicably. While we understand this may not fully meet your expectations, these offers were made in good faith as a gesture of resolution.

  At this time, any further communication regarding this matter will need to be directed to our legal team, whose contact information you have been provided.

  We appreciate your understanding and hope to move forward with a resolution through the appropriate channels.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sent 6 knives in for warranty lifesharp and they recieved them 5-17-24. past 2 weeks i cant get a straight answer on when they will be done. Finally got someone to escalate the issue and found they havent touched them. Says repairs stalled waiting on a response from me. no emails from benchmade in my emails.they then admitted that emails were never sent. Now they cant find the knives and have reffered me to their legal department who wont answer me. I have supported and bought benchmade for 20 years and they dont seem to care i have spent thousands with them

  Business Response

  Date: 12/23/2024

  **** you for bringing this matter to our attention. We take full responsibility for the series of failures that occurred during the servicing of your six Benchmade knives and deeply regret the frustration this has caused. Your knives, submitted on May 17, 2024, for LifeSharp and ***************** encountered significant delays due to internal errors. Specifically, two knives were not properly logged into our system, and necessary emails requesting input on service decisions were never sent. This lapse led to an unnecessary hold on your order and a lack of meaningful updates from our team. When you sought clarity, our responses were insufficient and failed to reflect the urgency and accountability you deserved. Following escalation on June 13, we identified the root cause of the delay and expedited the return of your knives with next-day shipping. Unfortunately, the knives were shipped without signature confirmation, resulting in the package being reported as delivered but not received. This oversight was unacceptable. To resolve this matter, we have filed a claim with *** and are offering a reimbursement of $1,500 in the form of a gift card to replace the knives. We acknowledge the impact of these failures and are implementing immediate process improvements to ensure such issues do not occur again. Your loyalty and trust are priorities we take seriously, and we are committed to resolving this to your satisfaction. Please contact us at ******************************* to finalize to discuss additional concerns.

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Benchmade OM? | Black Aluminum | Satin knife from Benchmade that retails for $340. Upon receipt of the knife I tested its function twice and on the third time, it failed, making the product inoperable. I immediately recorded a video of it and sent it to Benchmade. They responded ****************************************************************************************** to their service page to have the knife serviced under warranty. I want the product returned and a full refund, ideally including the cost of shipping. I would accept a rush ordered replacement of the product and preferably an actual apology for sending a broken product, causing a major inconvenience.

  Business Response

  Date: 12/23/2024

  Thank you for reaching out regarding your experience with the Benchmade OM knife. We sincerely apologize for the frustration caused by receiving a defective product and the delays in resolving your concerns.

  Our records show that upon receiving your report of the defect, we provided instructions on submitting the knife for warranty service and repair. While this aligns with our standard process, we recognize that this approach may not have fully addressed your immediate concerns. To better assist you, we initiated a return for a refund on May 16, 2024; however, we have not yet received the knife back to complete the refund process.

  We understand the inconvenience this has caused and would like to ensure a resolution. If you still wish to return the knife, please confirm whether you require a replacement shipping label or additional support for the return. Upon receiving the knife, we will process your full refund promptly.

  Benchmade takes great pride in our craftsmanship, and this experience does not reflect the quality we strive to deliver. We sincerely apologize for the inconvenience and frustration caused by this issue and are committed to making it right.

  Please contact our Customer Experience team at ******************************* for assistance with the return or to discuss alternative resolutions.
  Thank you for bringing this to our attention and giving us the opportunity to improve your experience.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my Bugout knife in on 12/26/2023 to replace a cracked handle and to have it sharpened. I got email notification that they started to repair my knife on 1/12/2024. One month is quickly approaching and still I have not been notified that the repair is complete. I honestly feel that the time that has elapsed is unsatisfactory. I bought from a premium manufacturer to receive premium service. Disappointing.

  Customer Answer

  Date: 02/12/2024

  I received the knife, matter settled.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their customer service alone is enough to never make a purchase again. They take weeks to respond and offer no solutions, not to mention I ordered a custom bug out from them that took over two months to arrive and it wasnt how I ordered it. Matter of fact, it was pretty much an off the shelf piece, no engravings, nothing! Not worth it at all. Money wasted on engravings when I received a standard off the shelf product.

  Business Response

  Date: 12/23/2024

  Thank you for sharing your concerns regarding your custom Bugout order. We sincerely apologize for the delays and for the knife not meeting your expectations. We understand how frustrating this experience has been and want to address it fully.

  Based on our records, we received your custom knife order and identified an issue with the engraving you requested. Our Consumer Specialist reached out on multiple occasions to request a clearer version of the design to ensure it could be engraved with proper detail. When we did not receive a response by the specified deadline, the engraving was removed, and the knife was completed without customization.

  While we aim to provide proactive communication during the custom build process, we acknowledge that the delays and outcome in this case did not meet the standards we strive to uphold. We also regret if the reasons for the delay and the removal of customizations were not communicated clearly or if the process caused unnecessary frustration.

  To resolve this issue, we would like to offer you the opportunity to have the knife rebuilt with the correct specifications, including the engraving, at no additional cost. Please reach out to our Customer Experience team at ******************************* so we can coordinate this process with you.

  We value your feedback and take it seriously as part of our ongoing commitment to improving our customer service and production processes. Thank you for bringing this to our attention, and we hope to restore your trust in Benchmade.

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a knife from this company a few years ago, and the blade coating came off of the blade. This was not from use, it just wiped off. This companys knives are premium products with a premium price tag and lifetime warranty, however they say that loss of coating is wear and tear. This coating cost extra at the time of purchase, and it should last a lifetime. Benchmade needs to stand behind their warranty. Again, this was not wear and tear, the coating came off the blade all at once.

  Business Response

  Date: 12/23/2024

  Thank you for sharing your concerns regarding your Benchmade knife. We understand your disappointment and regret any frustration this situation has caused.

  
  Benchmade takes pride in crafting premium knives designed to withstand rigorous use and maintain their quality over time. While our warranty covers defects in materials and craftsmanship, certain types of wear, including coating loss, are not typically covered under our warranty policy, as they can result from various environmental or usage factors.

  
  However, we value your feedback and take your concerns seriously. We encourage you to reach out to our Customer Experience team at ******************************* to provide more details about your knife, including photos and any additional information about its use and care. This will allow us to review your case and determine if there are any available options to address your concerns.

  
  We sincerely apologize for any disappointment and appreciate the opportunity to address your feedback. Thank you for bringing this to our attention, and we are committed to assisting you further.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 19853994
  
  I am rejecting this response because:

  They took WAY to long to respond to this, I gave the knife away because it no longer met my needs. I bought a knife from one of Benchmade's main competitors, now I feel that Benchmade is WAY over hyped and priced. I'll steer all my friends and family away from the Benchmade brand, this will cost them more in sales loss than simply fixing my knife would have, even if they don't notice it.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/3/23 I placed an order for an engraved knife cost $376.30 I did receive the item but the slide lock did operate smoothly. I contacted the company for an RMA to send it back I sent it back I was told I would be getting a new knife, instead they serviced the one I sent back and returned it to me with an copy of an email with an insulting comment.

  Customer Answer

  Date: 03/15/2023

  I would like instead of a refund, I would like full replacement of item exactly what was ordered and paid for.
  Thank you
  
  
  ***********************

  Customer Answer

  Date: 03/28/2023

  Closed resolved

  From: *********************** <********************> 
  Sent: Monday, March 27, 2023 10:45 AM
  To: Resolutions <*****************************************>
  Subject: Complaint ID: ********
  
  Please cancel this complaint, I have reached a solution with the company. 
  
  Thank you
  
  ***********************
  

  
  

• Initial Complaint

  Date:09/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** spend over **** in a month buying a infidel, shootout, and autocrat, none of them worked the first day i received it, spend over 300 dollars for sending it back and repairs.Supporting then since 2014 and this new kid AJ looking barley 18 (less than 8 months at benchmade looking like a typical civilian sheep) help the great company lose a customer. Also made a return about a month ago because i never received the item and ** said he canceled it but the item is still there and no refund has been started, oh and no knife still. 10010018868/21/22JAZZ Vechayiem$214.08Processing****9767277/28/22JAZZ Vechayiem$279.23Processing ****9665397/18/22Jazz Vechayiem$465.37Processing ****9369207/3/22Jazz Vechayiem$474.68Processing Losing a customer after almost 10 years of supporting them ..

  Business Response

  Date: 09/06/2022

  The cancelation that this customer is stating was canceled the day after he placed the order with another agent that was not myself. 1001001886. 

  Customer Answer

  Date: 09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jazz Vechayiem

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/20/22 I placed an online order with Benchmade Knives. I had multiple tabs open and purchased the wrong knife. I had contacted benchmade via email and after they assured me I would receive a refund, I went ahead and placed the order for the correct knife. The knife that was incorrectly ordered was returned to sender on 7/1/22. I was told to expect a refund for $319.88 in 3-5 business days. I contacted benchmade twice and they have extended that time twice now. This is unacceptable. It has been over a month since I cancelled my order and over 3 weeks since they received the cancelled order back in the mail. I just want a timely refund. The last gentleman I spoke with I informed that I would be contacting BBB, due to the repeated lack of help from their customer support.

  Business Response

  Date: 07/28/2022

  Benchmade has taken this matter very serious and has issued a refund against this product. This customer should be getting this refund ASAP as we have manually credited them. 

  Customer Answer

  Date: 07/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help.  I honestly believe you expedited this process. 
  
  Sincerely,
  
  *********************