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Customer Service & Warranty Issues

Discussion in 'Adventure Sworn Bushcraft Co.' started by Adventure Sworn, Apr 2, 2017.

  1. rcwells

    rcwells Supporter Supporter

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    I don't have a dog in THIS hunt, but as a customer awaiting a knife I ordered back in April, this could potentially be a concern if shipping times are weeks to months.

    My question is how are knives being shipped from AS? USPS Priority takes a couple days usually, and even UPS or FedEx will have 2-3 day shipping. Why would you ship custom ordered (or not), expensive knives out by any other method?
    I understand on my end that my order would take 6-8 weeks to fulfill, which is rapidly approaching, so I hope that mine will ship out within the next couple weeks or so, per AS estimated shipping time for the knife I ordered based on order date (04-26-2017).
    But once shipped, waiting another month for the package to arrive just doesn't make sense and is not acceptable. Overseas should take longer, I get that, but within CONUS.....??
     
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  2. Korben Dallas

    Korben Dallas Tracker

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    Was it actually shipped, or was just a shipping label created?
     
  3. rcwells

    rcwells Supporter Supporter

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    Oh neither in my case. I ordered mine as I said 04-26-17. I haven't been notified yet of status, and hoping there are no issues when the time comes.
    I was simply saying I don't understand how knives are being shipped and coming up missing for extended periods of time (weeks to months as stated previously in this thread).

    What carrier is being used? What shipping time frame? I send stuff out all the time USPS Priority and it arrives 2-3 days later. I would think it would be reasonable to use a service like that when shipping out knives but I don't know what they use or why.

    That said I'm not at all ripping Cody and the gang here. I'm a huge fan of their work and have several examples of their work and have more inbound.
    I just hope that when my girlfriend's knife is shipped, that there are no issues. And hopefully soon!
     
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  4. Korben Dallas

    Korben Dallas Tracker

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    I should have specified that the question was for the guy you were quoting.
     
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  5. Lead belly

    Lead belly Tracker

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    I'm sure everyone who has a order will not have a issue. My package was shipped USPS to my po box in eastern Kentucky and was lost or stolen at the Lexington Ky postal service facility. My only gripe with AS is the lack of communication.
     
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  6. Panthera Tigris

    Panthera Tigris Road Roller Supporter

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    Sometimes USPS puts my stuff in neighbor boxes or in variations of my box number...
     
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  7. FreudianSlip

    FreudianSlip Guide

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    USPS treats my packages like this when I get them

     
  8. roadwarrior

    roadwarrior Supporter Supporter Bushcraft Friend

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    I have a couple of your knives and the communication was a little slow but I understand. I am self employed and I don't always want to answer questions I just want to work. But for the quality of the 2 blades I would say second to none, I love them and I will buy more. Thank you for the post keep up the excellent work.
     
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  9. Lead belly

    Lead belly Tracker

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    According to the tracking it's still 80 miles away
     
  10. seasonofthewoods

    seasonofthewoods Wanderer Supporter

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    I own 3 adventure sworns, and a bucksaw.
    Never had shipping issues.I have a knife on order. Wait time is 7-9 weeks. I'm on week 5 so far no complaints. I don't doubt AS crew will take care of you. But damn I can see where you are frustrated. Give them a chance to make it right ... they are not in the business of providing half ass service otherwise we would not be waiting 9weeks for the knife... the demand remains high for a reason.

    Best of luck...
     
  11. Adventure Sworn

    Adventure Sworn Cody Vendor Supporter

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    Sorry for the delay in response on this thread fellas, we're subscribed to it for notifications of new posts, but they just aren't popping up. :mad:

    Shortly after I said we never truly had the USPS lose a package - they lost one (that's how it goes, right). We are working on making a new knife for that customer and are on route to get it shipped next week. We have been talking back & forth with this customer (the knife in question has walnut scales), could this be you? Sorry, it's tough matching up usernames to emails.
     
  12. Lead belly

    Lead belly Tracker

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    No I had red burlap scales and have not had any contact from AS in almost a month

    Edit: my order number 3731
     
    Last edited: Jun 18, 2017
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  13. operatord

    operatord Tracker

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    I sent an email to Aventure Sworn on your behalf. I hope this gets fixed soon.
    I'm bothered that he responded yesterday, but never asked for details of your order. It's not tough matching user names with emails. Just PM the person and ask for their email address. I think you have been more than patient.
     
    Last edited: Jun 18, 2017
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  14. Lead belly

    Lead belly Tracker

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    Appreciate it but really not needed. I've already started the process of resolving this issue. I also screenshot the odd post they made yesterday in case this thread gets edited.
     
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  15. Adventure Sworn

    Adventure Sworn Cody Vendor Supporter

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    It seems we were the last ones to send an email. I'm a bit surprised you didn't send us another email, and instead created a post here. Next time, just send us a follow up email (we check that far more often than we check BCUSA admittedly). As we mentioned via newsletter, we were away for two weeks an recieved roughly 200 emails during that duration, so it got a little hectic. A little nudge to our inbox to see how things are going may help prevent things from slipping through during times like that. On another note, we just shot you over an email - we are on top of your problem, and will have a new knife made for you asap.

    I'm not sure sure why, but the USPS has let us down 5-6 times in the past 2-3 months, if they keep it up we are considering changing carriers. Sorry you had to deal with the consequences of the shortcommings of both the USPS and ourselves, but lets get it resolved.

    I didn't see anything odd about about that post I made. And not to sound aggressive, but such suspicion is not appreciated. The only time I'll edit a thread is if someone starts to go off the rails and be unecessarily rude (which tends to be people who never even did business with us). As far as I'm concerned you were simply voicing a real concern you had, with no unecessary attitude. You were clearly a little bugged about your situation, as you should be, but you handled it well, and now we're taking care of it.

    Cody
     
  16. Lead belly

    Lead belly Tracker

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    I did send the last email to you as well as sending one email through the PayPal resolution center. I replied to your email today stating that I'd like a refund. Thanks
     
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  17. Adventure Sworn

    Adventure Sworn Cody Vendor Supporter

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    Apologies; the last email we received from you was 5/26, the same day we contacted you. Then we got no email after that, and instead of sending checking in via email, you posted here - for future reference emailing us directly is certainly quicker. Refund issued, sorry for the inconvenience. Hopefully the USPS finds that knife and gets it to you anyway; according them it isn't "lost" yet, it's just in USPS limbo. Sometimes a package will randomly show up after a long stretch of sitting at one location.
     
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  18. the_dude

    the_dude Supporter Supporter

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    i've had this exact thing happen several times. seemingly lost for weeks, and then delivered.

     
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  19. Aaron600rr

    Aaron600rr Supporter Supporter

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    ALL companies have issues. I have a custom LT Wright that I ordered in April. It was delivered last week to the wrong province and city. I buy with PayPal so I'm protected. I have 7 custom AA forge knives that are 1 month late minimum because Aaron decided to make 11 new knives to show off at blade show and sell on his site. These issues will eventually occur with every company. I'm not happy about either issue but I still choose to buy based on quality. Even when AA forge has ready made blades he takes 3 weeks to ship for some reason. My AS sheaths or knives have all shipped fast to Canada
     
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  20. dbltap45acp

    dbltap45acp Scout

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    I have no dog in this fight, but I wanted to share a recent customer service issue I had with Cody at AS.

    I bought an AS knife off the forums here second hand. It had seen some better days and had a few minor issues when it arrived. I sent it in for a face lift and while there Cody found another issue that he felt like it required the option of giving me a store credit. This was after about six emails back and forth as well mind you. And another 3 from his awesome wife Amber as well.

    I gave him free reign to make me either a mountaineer or a classic, besides that I gave him free reign really. I was told I should have it in a couple weeks and they are already working on the blade and matching firesteel. Cody went above and beyond to take care of me.

    I know some have waited, and some stuff have slipped through the cracks. Keep in mind that AS is a small shop, each piece is hand crafted, and that kind of quality takes time. The other side of that coin is replys also take longer. Can they improve the speed on getting back to their customers? Of course everyone can and needs to improve that, for almost everyone in the industry. When I got my emails back from them which might have taken time, I had multiples in one day to make sure they answered all my questions and got it right. Remember, the more emails sent, the less time he can be grinding knives.

    To me, that proves they care about their customers wants and needs. If we as a society didn't bombard them with questions about stuff that we could google just as easily and get our answers they would have more time to build and email. Everyone should keep that in mind and know that when your email is answered, or knife is built, that you have a great shop standing behind you and your blade if ever needed.
     
  21. lucky67

    lucky67 Scout

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    Coming from the Netherlands,Europe,I did receive 2 knives already from Adventure Sworn without issues,e- mail contact was fair enough and always polite also, giving me the feeling not only buying a knife but having a connection with the company itself, sort of becoming part of the family so to say.
    I buy lots of stuff online internationally, if something goes wrong it's till now always the fault of the postage company's and even then they are able to solute these faults most of the time sooner or later.
     
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  22. rcwells

    rcwells Supporter Supporter

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    Update on mine in case anyone has followed this. My girlfriend's knife arrived today and is a beauty.
    Thanks Cody and the AS crew for doing what you do and doing it so exceptionally!
     
  23. Aaron600rr

    Aaron600rr Supporter Supporter

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    I ordered a knife on Thursday and I got shipping info Friday. I sent an email asking how they made there sheath edges and materials used and received and email explaining 2 days later. Excellent! I'm a fan of AA forge BUT if you want to see really bad ship times and non responsive emails go over there. I only continue to buy some AA because there are few AS convex selections. Hint hint. Take my $$$ AS
     
  24. roadwarrior

    roadwarrior Supporter Supporter Bushcraft Friend

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    I ordered a Mountaineer last week off the available knife list, sheath and matching fire steel. It came in this week faster then I thought because of the fire steel, great job guys and this brings me up to 3 Adventure Sworns and I will never sell them. My kids are going to make out well in the knife department.
     
  25. TattooBlade

    TattooBlade Supporter Supporter

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    I ordered a t-shirt and some Ti and it should up two days later. Can't beat that! I have a knife that should be here today if all goes well. 3rd AS blade. Love them. Sure, it would be great if someone could email reply right away, but this is reality folks. These folks are busy working. Remember, the more folks they hire to answer emails, or phones (if they had one), the higher the prices would go. I own blades from a lot of top name makers, but fit and finish are bar none where AS shines.
     
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  26. Pete638

    Pete638 Tracker

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    I recently bought two knives from AS. There were delays in the production but communication was good. After receiving the first knife, a tradesman with ironwood burl and orange g10, I noticed a notch. It did really bother me so I contacted AS. This is where communication slowed considerably. Cody mentioned it's just an inclusion and he can modify it. He also mentioned they cover shipping to and from. In the last email, they simply stated they are waiting for the knife in the mail. Not sure how this works. Feels like I'm getting the runaround.
     
  27. Pete638

    Pete638 Tracker

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  28. the_dude

    the_dude Supporter Supporter

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    that's the nature of burl. voids and inclusions.
     
  29. House of Horst

    House of Horst Have knife, will travel Supporter

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    THIS. Anytime you work with natural materials, especially burled/spalted wood, horn/antler, etc... this is likely to happen. It adds to the character of natural handle. I'm sure it can be sanded out... but you run the risk of opening/revealing another void or check or whatever in the burl.
     
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  30. DCP

    DCP Supporter Supporter Bushclass I

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  31. Pete638

    Pete638 Tracker

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    THanks guys. I appreciate your input.
     
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  32. StormKingHiker

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    This is not only natural, but adds character!
     
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  33. glocke12

    glocke12 Scout

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    Trust me when I say Im bothered by flaws and imperfections in new items..With firearms I've realized it's to the point of an obsession/borderline sickness and if I buy a new firearm and see some finish flaw on it after I get home it bothers me...

    what you have there? Would not bother me in the least, nature of wood and all that and it does add character..enjoy your knife.
     
  34. Kyle363

    Kyle363 Tracker

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    I own 3 knives and 1 buck saw from adventure sworn. One knife was a pre-order which was fulfilled before the 6-8week estimate. Everything else arrived in a timely manner with no issues. I did send them an email or two in the past about availability of guides and possibly visiting the shop but never heard back from them but I think it was during their vacation time.
     
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  35. Adventure Sworn

    Adventure Sworn Cody Vendor Supporter

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    Good questions / concerns and feedback. Yes, inclusions can happen with natural materials. It can be somewhate expected - however - if you do not like the inclusion we will happily either sand it out for you, or make you a new knife. One time we did have another person send a knife in to get something like this fixed.

    For those who are curious, by default, if the void or inclusion is substantial we do fill it before we send it out. Sometimes we'll contact the customer with photos. Smaller ones we usually just send out. Some customers have shown interest in such inclusions, more or less asking for them. We have even thought of stabilizing some wood with wormholes for that old natural look. But it is definitely not for everyone!
     
  36. Beard Man

    Beard Man Scout

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  37. Aaron600rr

    Aaron600rr Supporter Supporter

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    I receive lots of emails to advertise on Adventure sworns behalf but can't get emails or any form of contact when I need a knife repaired that Ive purchased from them. Maybe the sell out so fast that they don't need to have good customer service.

    This is an ongoing trend and there always seems to be some kind of excuse"check spam folder, stuff has come up at the shop"... They post to instagram regularely and put knives up on there website weekly. Maybe spend more $ on staff to answer emails? Screenshot_20171007-182325.png
     
  38. rcwells

    rcwells Supporter Supporter

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    I still don't get emails to my personal email from them. I have gotten a few there in the past but haven't in a long time and I never get updates when new knives are being released. Which is probably good for me or I would have spent another $2000 on AS knives!
    They aren't in spam/junk folder either. I just don't get any.
    I recently gave Cody my work email and have received a few messages there so I don't understand why I can't get them to my personal hotmail account.
    Hopefully you'll get a reply soon Aaron.
     
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  39. Beard Man

    Beard Man Scout

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    Always received emails and updates from AS.
     
  40. Aaron600rr

    Aaron600rr Supporter Supporter

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    Please contact them for me ;)
     
  41. Aaron600rr

    Aaron600rr Supporter Supporter

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    I have just received an email regarding my knife defect feom Adventure Sworn if anyones interested.
     
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  42. adkwalker

    adkwalker Bushmaster

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    Hope it's good news!
     
  43. Aaron600rr

    Aaron600rr Supporter Supporter

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    Yes they might have to rehandle the knife. If thats the cade I can choose the material. I chose green burlap micarta with a thin yellow liner to make it super simple and easu to obtain msyerials.
     
  44. Booger

    Booger Supporter Supporter

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    Glad it's worked out. They may be a little hard to reach sometimes but their product is worth the wait.
     
  45. Adventure Sworn

    Adventure Sworn Cody Vendor Supporter

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    Yeah sorry about the wait on the reply Aaron. We try to keep the response time within 24-48 hours recently, but sometimes we get backed up to a week. It's pretty rare these days. It also seems like a handful of people have not actually been receiving our emails... I might have to switch back to our old gmail account, never had any issues there (odd given gmail is free and I'm paying for my existing one).

    But yes, as Aaron mentioned - we are going to rehandle an knife he recently got. It seems that some of the new acrylic liners don't bond so well to epoxy, they tend to bind better to CA glue. I did get another knife in for touch up, one of the first knives we did with acrylic liners, and that doesn't have any lifting... so it might be random. Get a hold of me if anyone has one that has issues.
     
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  46. Mr. Tettnanger

    Mr. Tettnanger Supporter Supporter Bushcraft Friend

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    What is the best method to get ahold of you? It seems like there are some problems getting in touch with you? What works best?
     
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  47. Adventure Sworn

    Adventure Sworn Cody Vendor Supporter

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    Good questions Tett. Well normally we would definitely say email... but now that a handful of people are are saying that they aren't getting their emails (when we are surely sending them), it's a bit iffy. Most frequently used descending, we check: email, instagram messages, bushcraftusa, facebook messages, youtube messages. So as of now, I'd still recommend email. It seems to work fine for almost everyone, but if you don't get any luck feel free to shoot me a PM here.
     
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  48. rcwells

    rcwells Supporter Supporter

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  49. Brad Arnett

    Brad Arnett Supporter Supporter

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    Do you have a phone number like most other knife makers, I've been unable to find one. The knife I had issues with has since been sold and the buyer was OK with the issues and took a grinder to the knife to fix the problems, but...????
     
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  50. rcwells

    rcwells Supporter Supporter

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    A phone number would be helpful to us consumers, though with such a small staff I can see where that might be an issue for you guys.

    That said, apparently my email issue was related to my hotmail account as the test went fine with my gmail account.
    Hopefully our comms will improve now!
     

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