My recent experience with the customer disservice at Cold Steel.

Discussion in 'Cold Steel Knives' started by ThermalAdvancement, Mar 14, 2018.

  1. ThermalAdvancement

    ThermalAdvancement

    3
    Mar 3, 2017
    Awhile back I got a 3V Master tanto, the grind on the front of this knife was extremely asymmetrical from one side to the other. Now why would I not just send it back to the vendor for another? Simple, it was given to me. When something is given to you you don't want to tell the person oh that knife you got me that you really put some thought into figuring out what I like... well it's kinda messed up. So I figured I could send it back to Cold Steel as the grind on this new knife is so uneven it should never have made it past QC. I figured it would be a pretty easy task and they would send a replacement, but I was wrong.

    Here are some pictures that show I how uneven the grind at the front is https://imgur.com/a/W5XOc

    I wrote a description of the problem and took detailed pictures and sent it to the customer service at Cold Steel. They said I needed to send the knife to their facility for inspection and they would let me know what they were going to do. So I put the knife in its original box securely package in yet another box. I included a printed out copy of the email conversation that contained the description of the problem, printed out pictures showing the problem, and my return shipping information.

    After roughly three weeks I receive an email from FedEx notifying me that a package was on the way from Cold Steel. Cold Steel did not send this email I have my FedEx account automatically inform me when any package is being shipped by them to my address. As long as the problem was corrected I would not care if Cold Steel never emailed me regarding the status.

    So today the package arrived I opened it up and what do I find? It's the exact same knife I had sent Cold Steel several weeks ago with the exact same problem! The knife wasn't even packaged well, it was placed in the original box and that box was left loose in a larger box to Rattle around, I took much more care packaging the knife when I sent it to them. There was no note saying why they were returning the exact same knife, no indication of their inspection determining replacement was not an option, nothing.

    All this did was waste my time and money to ship the knife back (I paid for the shipping to them by the way) What a joke, no communication and no replacement of something that never should have made it past their quality control.
     
  2. SharpieB

    SharpieB

    Oct 31, 2017
    Did you phone them or email them? Did you get a RMA# or any type of service return authorization so they knew your knife was coming?

    Even with just a printed email and pics in a box, most companies would return to sender. Not as if they are waiting for a package or two a day by the mailbox.

    800-255-4716 or email [email protected] BTW.....
     
  3. ThermalAdvancement

    ThermalAdvancement

    3
    Mar 3, 2017
    I emailed them for all the correspondence, they never gave me an RMA number they just told me to return it to their address with attn:repairs. They also asked I include a description of the problem and my return shipping information. I did everything they asked but nothing was done for me.
     
  4. AF

    AF Gold Member Gold Member

    Jan 14, 2000
    Yeah that's not good customer service. Terrible communication.
    As far as the asymmetry, that's disappointing too. That said, I've seen that kind of thing a few times on production knives. I actually emailed Reate a photo of a knife I received with an asymmetric swedge. The rep essentially said that it was within spec. That was a $300 knife. But yours is worse.
    And the other day I got a Fallkniven PXLwh with very asmmetric swedge. Just gonna live with it.
     
  5. jux t

    jux t Gold Member Gold Member

    725
    Jan 10, 2018
    Wow, that IS uneven! That's a shame they didn't even include a note. On a positive note, they just sent me a new pocket clip for free after calling them.

    I had a very similar experience with spyderco not communicating with me after sending back a pm1 with a lock that travelled clear to the other side, allowing for up and down play.

    Win some and lose some, and I feel it's valuable to share your experience here. Good or bad.
     
  6. mark70

    mark70

    42
    Apr 8, 2017
    it is sad to see knives with these defects a person makes so many sacrifices to put aside the money then....:(

    I was making stocks of cold-steel I had to stop because 2 knives in 4 have slight aesthetic defects, or not perfect tolerances do not compromise the effectiveness or reliability, but it is bad to see these blemishes on knives 100/200/300 euros

    I noticed this on the recent productions with the writing cold-steel overlapped lighthouse spend some time about one or two years then I buy again cold-steel

    ghurakha kukri O-1 old building (heavenly box is perfect)

    ghurkha kukri O-1 new construction (blue box) I had to make a replacement because the blade is shorter than about 5mm of the standard poorly finished, and completely unbalanced the new kukri I came with another slight imperfection of the blade


    a marauder on two has slight imperfections (sharpening of the blade) and some small stains on the satin finish,


    a LEATHERNECK -SF D2 of recent construction has a slight imperfection on the tip of the blade and the assembly tolerances between the cap and the handle will be fine for a tactical use but they are not optimal for an intense use


    ps: they are all original cold-steel knives sold as a first choice
     
    Last edited: Mar 15, 2018

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