ComplaintsforBlade HQ, LLC

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Regarding order BHQ-*******. I created an exchange due to damaged packaging. The exchange was ignored and it was treated as a return. Now the Item is sold out. Please just send my return back to me. Just write return to sender on the package and it will ship back to me under the same tracking number Poor packaging and ********************* are the only reasons this complaint is being filed. Had I just been contacted from bhq cs, as I immediately replied to their email. Problem solved. But instead no response, damaged product and now its sold out. I dont want any credits, just the item I ordered undamaged.

  

  Business response

  12/27/2023

  We looked into this order BHQ-*******. I would like to say per our policy we do not do exchanges which is why this order was treated as a return and refund.
  However, we understand with the limited stock of the item you were not able to purchase it again. We searched your return tracking label and see that it was delivered today 12/27. Once we locate the order we will work on sending back to you. We will reach out via email with the tracking as soon as we get it labeled and shipped.
  
  Best Wishes and hope this helps!

  Customer response

  12/28/2023

   
  Complaint: 21058384
  
  I am rejecting this response because: The item was not packaged properly. The box was crushed during shipping as a result. This was a collectible created by bhq, that is now sold out. Why cant bhq ship collectibles, specially made for them, with enough packing peanuts or maybe some bubble wrap. So that the item doesnt get damaged in the first place. This has been a giant waste of time and shipping costs. And their no exchange policy under any circumstances, only made this specific transaction, a giant pain.
  
  Sincerely,
  
  ***********************

  Customer response

  12/29/2023

   
  Complaint: 21058384
  
  I am rejecting this response because: The item is now back in stock. BHQ is returning an item with damaged packaging. The item with undamaged packaging is what was purchased and requested with an exchange request. The exchange was ignored. The item sold out. No information regarding new stock was relayed. The item is now back in stock. Yet the item with the damaged packaging is being returned. This was a collectible made specially by bhq. It may be a busy holiday season, but if theyre selling collectibles, ensuring they arrive in good condition, including the packaging is important. And if CS doesnt want to exchange, or ensure a replacement can be sent, or inform of new stock coming. That is a problem, and the reason for this complaint. 

  Please send an undamaged box with labels for this collectible. I will send the damaged box back to you. 

  ***********************

  

  Business response

  01/04/2024

  Hello,
  As discussed in the email exchange, we suggested you move forward with purchasing the Victorinox Blade HQ Exclusive Super Tinker Wiener Warrior (1.5") that was showing in stock again. We already returned the item per your request when it was not in stock, we can gladly send you another shipping label to return said item with damaged box if you were able to obtain the item again.
  We can not guarantee when items will be back in stock. You can sign up for alerts though for when items do come back in stock so that you may receive an email letting you know.
  And apologize again as we can not exchange items or materials that come with them.
  Please look for an email from us as we are sending you a little something for the inconvenience.  

  Customer response

  01/05/2024

   
  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,
  
  ***********************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This complaint is for order Number:BHQ-5013388.I finished this company layaway program for a item on November 9, 2023. To date I have not received any shipping information and or notification on when the item will ship. I have attempted to resolve my concerns by email and phone and all I get is a runaway on that it will be shipped ASAP.I truly believe this company's layaway program is fraudulent in that the company collects your funds and never will sent out the item(s). Either send the item or refund the full amount of my purchase.

  

  Business response

  11/27/2023

  Hello,
  
  Thank you for reaching out and allowing to address this concern. Upon examining the order we did notice that on the 15th the customer was notified that their order was shipped via our customer service team. Tracking number was given (**********************) and upon examining the tracking number we do see that is was delivered via **** on the 17th. We have not heard from the customer since the delivery date. 
  
  Best ******************************************************************* Manager

  Customer response

  11/27/2023

   
  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.
  The company does need to look at ways to improve customer service and shipping times after paying off al layways costs.  It should very take a week to ship a product out after all layways costs have been fulfilled.  Their customer service needs tremendous attention to improve.

  Sincerely,

  
  *************************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a knife from Blade HQ on Monday the 2nd and I payed extra for 2 day shipping. Today is Friday the 6th and I have not received my package. I also have not received ANY tracking information as promised on the website after purchase, and after calling customer service and two emails I have also heard nothing from the company. I understand it may be too early to write something now seeing as I could very well get my package today, but I feel like it is more than just being a little late at this point. I feel like this might be the only other way to make some actual contact with the company to answer my questions.

  

  Business response

  01/12/2023

  Hey there! We're so sorry your experience with us was less than satisfactory. We take our customer experience very seriously and we're very sorry that your package took longer than normal to deliver. We experienced an increase in orders and that caused our fulfillment time to increase. We see that one of our email agents already refunded your shipping, but we have refunded the remaining $79.11 remaining balance on your order back to the card on file. Please be aware this can take 4-8 business days to reflect on your end depending on when your bank or creditor chooses to release those funds to you. If you have any other questions or concerns, please feel free to reach out to ***************************** or call us at **************. Thanks so much for your business and your understanding.

  Customer response

  01/12/2023

   
  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,
  
  *****************************

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