ComplaintsforSmoky Mountain Knife Works
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Complaint Details
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Initial Complaint
10/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed an order for an item through their website. Just received it today and item was clearly a returned/used product. I contacted them by email to let them know about the item I received and asked for an exchange. I was told by a rep there that they do not do exchanges and I would have to ship the item back before I can get a refund, they're not paying for shipping to ship item back to them.Business response
10/13/2023
Customer contacted us via email that he thought he received a used item. Item appears damaged but not used as we do not send used items unless it comes from our old knives department. This was not the case. I sent the customer return information so that we could get the item back and get him a refund. We also sent a return shipping label so that he did not have to pay to send the item back to us.Business response
10/24/2023
I do apologize again. We have done everything that we can to right the wrong on the experience you had with us. I do not control the reviews on our website.Customer response
10/25/2023
I just received an email from the company about my refund, thank you for your assistanceInitial Complaint
08/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I sold this company 49 pocket knives and agreed upon mailing the knives and upon receipt receiving a check for the knive* *****) and half of the mailing cost (******* The email thread is uploaded and the postal proof is uploaded. The company's representative says he mailed me a check, but I have not received it and after multiple attempts to try and get the company to make me whole the companies Representative is no longer responding to my request for the check. All I want is for the company to pay me for the knives I sent them as agreed upon in the thread uploaded.Business response
08/22/2023
After reviewing the issue, it was taken to the owner. He had been in contact with the customer and he reached out again to get this issue resolved. We will be sending another check, since the customer did not receive the first check. We were not aware of the issue until we received the BBB complaint.Customer response
09/01/2023
Hi Wendy
Can you contact this company and ask about my check. I have not received one, I should have not said I agree with the solution because I have still not received a check from them and do not trust them. I have left a voice mail with no return, as I have stated, the ONLY reason this company is engaging is because of the BBB. I don't want a phone call from them, the last one I received I uploaded and the Owner wanted to negotiate lowering the check amount because of the cost of his bank to "stop payment" on the first check which I do not believe was ever sent.
Business response
09/21/2023
Good Morning,
This is Donna ******** ********* to Mr. ***** *****. Mr. ***** ** currently out of country. I am assisting in the closure of this issue. The original check to Mr. ******** was in fact written on 6/27/23 in the amount of *******. I have written a new check (attached) today in the amount of ******** I am sending this check today via Priority Mail with Return Receipt to Mr. Matosich at the address listed in this complaint. I hope this will resolve this issue. If you require additional information or if I can be of further assistance please contact me.
Initial Complaint
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a product that had a defect. The only solution they offered was for me to pay for shipping to get a refund. I’m unsure how it is the customer’s responsibility to replace a defective item the vendor sent. I feel this is a common practice, placing responsibility on the customer for them sending defective product. I also noticed the review of the product I wrote has been deleted from their website.Business response
07/05/2023
SMKW has reached out to the customer and provided a return shipping label for the knife.Initial Complaint
08/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Our daughter bought my husband a gift card on 4/22/22 (for his birthday). He didn't order anything until today, 7/10/22. He put the gift card in and the pin. He owed shipping and tax and an additional two cents, which I paid on my Visa card. When I checked the credit card, it charge the entire amount. I called SMKW and she informed me that they switched systems in June and it won't accept gift cards. I asked when it would be accepted and said she didn't know. I asked if we could return the card, she said no. This is totally unacceptable. They should know when this issue should be fixed. It's been 2 months since they switched over. If they don't know when it's going to be fixed, they should credit my daughter's credit card. Then she could give her father a gift they can be bought at a reputable company.Business response
08/30/2022
Business Response /* (1000, 5, 2022/08/12) */ Our new system is experiencing issues with gift cards, which is why we currently cannot sell or redeem them. However we can send a refund check for the gift card. We will need some information from the customer for the refund.Initial Complaint
12/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought an item off of them on December 3rd. It was supposed to be delivered on the 9th. There has been no scans for 2 days. I've been told by Fed Ex after 2 days with no scans the package is lost. I contacted customer service. A representative by the name of "**** ****** emailed me back with the worst attitude. Because I was very irritated and disappointed they falsy advertise. They make it seem like your getting better shipping when they are really screwing you over. He told me my package would be there by the end of that day. That wasn't the case, like I told him. He didn't care and failed to respond again. So I am ****** and frankly done with this business. They obviously don't care about customers. Below if the information on the order Name- ***** ******* Address- XXXXX ******* *** ******* ********* ** XXXXX Order #XXXXXXXXX Order amount- $113.37(2 items) Tracking number -XXXXXXXXXXXXXXXXXXXX I cannot file a claim with Fed Ex because cheap SMKW uses smart post to deceive customers.Business response
01/05/2022
Business Response /* (1000, 7, 2021/12/24) */ This customer has been refunded.
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Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.