• Report: #1063584

Complaint Review: by the sword inc

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  • Submitted: Mon, July 01, 2013
  • Updated: Mon, July 01, 2013

  • Reported By: kris — los gatos California
by the sword inc
fory myers, Florida USA

by the sword inc Damaged Item not matching description. Won't honor replacement. Bad customer service fort myers Florida

*UPDATE Employee: Terms of Service

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I ordered a knife product from by-the-sword.  It was backordered and thus missed my son's birthday but I could understand that kindk of stuff happens.  It finally arrives and it is a loose, cheaply made plastic handle that doesnt match the description.  It actually seemed to be damaged.  I emailed customer service and they said to take a picture of the product and they would review and get back to me.  I did this and they came back with an RAN (return number).  So far the service was pretty good.  I sent the package back at my own cost and waited.  They sent back the exact knife to me.  They included a letter saying that even though it was their mistake, the policy is no returns on sharpened items.  They even tried to glue the handle!  That is totally unacceptable.  I emaile them and complained.  They made excuses and did not offer any restitution.  I threatened to use social media to let people know how they were treating me.  They responded that it was slander...I posted a complaint on their facebook page, they banned me from the page.  I posted a product review on their site and they banned me from the site.  (all my reviews were truthful, fair and non inflamatory).

I wish I would have done some research on this company.  It seems that they are very unprofessional and not skilled in customer service. 


This report was posted on Ripoff Report on 07/01/2013 12:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/by-the-sword-inc/fory-myers-Florida-33919/by-the-sword-inc-Damaged-Item-not-matching-description-Wont-honor-replacement-Bad-cu-1063584. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Terms of Service

AUTHOR: By the Sword - ()

We do accept returns on items, unfortunately, we cannot accept returns on customized items. This does include sharpened or personalized weapons. This information is not only available at checkout in our terms of service, but is also available in the item itself when you choose these options.

This particular customer was given return authorization by a new employee who did not make the customer aware of our terms. When we got the item back, we could see that the handle was wood, not plastic. The end cap was loose, so we repaired it. We did send the item back after emailing the customer to make them aware of the situation. Reviews on our site are automatically removed by our system when they contain profanity, we do not remove reviews because of dissatisfaction with a product- on the contrary- these types of reviews are helpful to consumers. The facebook post was removed for the same reason. We strive to make our customers happy and comfortable with any purchase they make, but you can't please everyone all of the time, unfortunately.

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