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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 5/23/2024 I purchased a case knife from this retailer. The knife has 2 blades one of which is engraved “Granddaughter’s first knife” the second blade has no engraving. I paid 16.95 to have the second blade engraved “World’s greatest granddaughter.” I was assured the the fonts on both blades would match. On 5)27 their engraver contacted me to ask a question about placement of the engraving, he also assured me the fonts would match. When I received the product 2 things were immediately noticeable, the fonts did not match and the engraving the placed on the blade was barely visible. I contacted Deadwood to explain I also provided a picture of the product. They replied asking allow a few days to resolve. Their timeframe came and went and I did not hear back. I contacted the a second time and soon they replied saying color variations were unpredictable and they did their best to match the font and I had sent a specific font they would have used it. They offered no resolution other than to offer a discount on future purchase. Their buying process makes no mention of any of the explanations they offered, I was not forewarned about color variations or supplying a specific font. If I had I would not have made the purchase. I will not buy from them again 66.85
Business response
07/15/2024
Mr. ****** placed the order on 05/23/2024. Mr. ****** requested to add engraving “World’s Greatest Granddaughter“ to the second blade. The customer filled out the engraving form, provided the engraving instructions, agreed to the terms plus conditions and paid for the service. We have attached a copy of the signed form by Mr. ******. Order was shipped on 05/28/2024 with tracking number 9400111105500100619783. Order was delivered 05/31/2024
Mr. ****** agreed to our engraving terms and conditions including the following (check attachment):
“ - Any personalized, laser engraved items are not accepted as a return for any reason.
- Every effort will be made to meet desired coloration. However, due to variations in materials and coating, color results can fluctuate. “
We have tried our best to adjust the setting to provide the best engraving results possible.
Customer sent us an email on 5/31 regarding his order. We emailed the customer back that we are researching the issue, and we will get back to him on the following Monday. Johnny (Customer service @ Deadwood knives) called Mr. ****** phone number 732-690-0208 twice at 3:14 PM and 4:11 PM on Monday 6/3 with no luck.
We offered the customer a discount and tried to work with him. We are still available to work with the customer to address his concerns. Customer can call us back and ask for a manager.Business response
07/16/2024
I am sorry, but ****** no longer works for Deadwood knives. We checked all your order notes, email communications and the engraving form you filled out and signed accepting the terms and conditions (check attachment):
“ - Any personalized, laser engraved items are not accepted as a return for any reason.
- Every effort will be made to meet desired coloration. However, due to variations in materials and coating, color results can fluctuate. “
However, your satisfaction is important to us. We strive to provide a quality experience and do our best to work with our customers. You may give us a call 888-395-6433 select option #2 (Ask to speak to a manager).
Thank youCustomer response
07/16/2024
Complaint: 21833579
I am rejecting this response because: I was lied to by 2 of your employees one one which is no longer with you. I was never given a comparative sample of what the engraving would look like. Your terms are vague and deceptive. If you ant to settle this issue a refund.
Sincerely,
*** ******
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.