ComplaintsforW R Case & Sons Cutlery Co

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Case knife for a gift. The purchase was made through a Case knife dealer that sells on Amazon. The knife arrived defective. The badge was rattling around in the box and the assist feature did not work correctly. Amazon would not take a return so I was forced to ship the knife back to Case for repair. The knife has been at the Case factory since October. Christmas came and went and I did not have the knife for the person it was bought for. I am so disappointed in the whole process and at this point I would prefer the $144 dollars refunded as I no longer have faith in Case knives to take care of the customer. The person I spoke with did not seem to care that this was bought new in September and still is not here in working new condition. Instead, the new knife I bought for a gift will never be that, now it is just a repaired knife. This to me is unacceptable to me and I looked stupid on Christmas with no gift to give! What happened to customer service in this country?

  Business response

  01/26/2023

  We were sorry to hear *** **** contacted the Better Business Bureau. 
  
   
  *** **** contacted us by telephone on September 6th regarding a knife he ordered from Amazon.  Although we are unable to issue refunds for items that are not purchased directly from us, we did suggest contacting Amazon for a refund/replacement or we would be happy to send a postage-paid mailer to him to get the item back for repair, but the repair process could take up to 6-8 weeks.  *** **** had advised that the knife was needed before Christmas.  We shipped the mailer to *** **** on September 12th.  *** **** was advised to allow 2-3 weeks for the mailer to reach him.  We received the mailer back from *** **** on November 10th and sent the package to our repair team.  The repair was completed and the repaired knife was returned to *** **** on December 7th.
  
  Upon tracking the package, we see the package was delivered to *** **** on December 22nd to his mailbox. 
  
  We are sorry we are unable to refund *** **** for an item that was not purchased directly from us and according the tracking information ************************* the knife has reached *** **** safely.
  
  We believe the above information will be helpful to resolve this inquiry.

  Tammy | Zippo Manufacturing Company

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   First off, the knife was purchased new in the box from Amazon seller. When I contacted Amazon, they refused to issue a refund. My only recourse was to contact Case. I don't feel the knife should have been defective when purchased new. I had to send the knife to Case in the new box and wait nearly 3 months to get the new knife back. When I finally received the knife back they did not even send the box back to me? The knife was returned to me wrapped in tissue?! Not able to give as a gift without the box it came in! Would look like a regift or hand me down gift. I am extremely disappointed in the whole experience. I always thought that Case being an American company would take care of me the customer. I felt just like all the terrible foreign customer service I have experienced. 
  
  Regards,
  
  ******* ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩