Cutting Curves?

[fredk]

18 minutes ago, MtlBiker said:

. . .   I shouldn't have to do either of those things, but it would be more trouble to send the stuff back (Canada to the UK), especially since I had to pay some duty on the shipment as well.  It's unlikely that I'll buy from these folks again though.

The really big down-side of buying internationally. Do let them know 1. how p***ed off you are with this and 2. that you've been discussing this on an international forum for both experienced and newbie leatherworkers and that their reputation has now dropped to below the Titanic

[kgg]

1 minute ago, Sheilajeanne said:

Can't believe a seller would be SO DUMB!!

Some of us come from a generation where "common" sense was common. Today it seems to be in seriously short supply.

kgg

[Hardrada]

7 hours ago, MtlBiker said:

This wasn't C.S. Osborne... It was George Barnsley & Sons.

Yup, I know. I was referring to my latest experience with deliveries.

[MtlBiker]

I received a reply from George Barnsley & Sons...  They are at a  loss to explain this.  They claim to always use some padding material around the contents, but at least in this case, they didn't.  They are offering me a 20% discount on a future order, but it's unlikely that I will take advantage of that.  They also said that they did have a manufacturing problem with some small quantity of extension clicker handles where the jaws were too tight to insert a blade, but as I'd already improved the jaws by banging a screwdriver blade into the groove, there's nothing else to be done.

[PastorBob]

1 hour ago, MtlBiker said:

I received a reply from George Barnsley & Sons...  They are at a  loss to explain this.  They claim to always use some padding material around the contents, but at least in this case, they didn't.  They are offering me a 20% discount on a future order, but it's unlikely that I will take advantage of that. 

They aren't going to send you another knife to replace the damaged one?  That's a crock!

[MtlBiker]

1 hour ago, PastorBob said:

They aren't going to send you another knife to replace the damaged one?  That's a crock!

Well, I didn't ask them to send me a replacement and they didn't offer.  I did say that I was already attempting to straighten the tip and re-shape the blade.  So unfortunately since I didn't take of photo of that, I really have nothing to show them.  Especially now, since I've bent the point back and tried my best to sharpen it.  But I'm a novice at sharpening (to the extent needed for leather cutting tools).

They suggested that perhaps Customs had opened the package and resealed it, omitting the padding material which they claim they "always" add.  I've asked them if the tape on the package (I sent them a photo of the box with the point sticking out) is the tape they use to seal boxes, and if it is, then I'm convinced it's entirely their fault.  But if the tape is something else, then I'd have to say they're off the hook as somewhere along the line of transport (Customs probably) it was opened.  They haven't answered that question yet.

I guess that if I complain loudly enough they might do something, but it's really unlike me, especially on something so relatively inexpensive.  But I really wanted them to look into their packing policies to make sure it doesn't happen again.  I'd hate to see because I kept my mouth shut and didn't alert them that someone else gets seriously injured.

[PastorBob]

I just know, for my business, I sent everything insured.  It was my responsibility until the customer received it.  Don't know how much money I lost due to some parcel company losing / damaging one of my items.  When that happened, I apologized to the customer and sent out another one in it's place.  That's how I like to be treated...expect the same.  Sorry for your loss, in both time and money.

[MtlBiker]

Just wanted to report a most satisfactory resolution from George Barnsley & Sons, regarding the damaged knives I received from them.  I had not asked them for replacements, but brought the issue to their attention because I wanted them to be aware and to make sure they package sharp tools properly in the future.

They thanked me and said they had never had a problem before.  No matter.  But they offered me a 20% discount on a future order.  I replied that this purchase from them was totally unsatisfactory and that it was unlikely that I would ever buy from them again.

Then a day later they asked me to send a photo of the damaged corner of the round knife, but by then I'd already tried to straighten the bend and to reshape the blade.  I sent them a photo but it was really hard to photograph in a way that showed the damage.

In any case, this morning I got an email from them with a tracking number... They are sending me replacements for both these damaged knives and the "Global Brand Development Manager" said she had personally packaged it all.

So, a very satisfactory resolution to this.  Kudos to George Barnsley & Sons for the way they handled this.

 

[Sheilajeanne]

Wow. Always nice to hear that a company has stepped up to the plate like that! 

[PastorBob]

Great to hear.  So much is lost as to the importance of GREAT customer service.