Anybody else have this problem ordering from the Spyderco website

[Jefke]

Yesterday I tried to order the MT28 but at checkout I got this error: Your transaction was declined.
Assuming it was a problem with my credit card, I tried with another credit card and got the same error. Has anybody else encountered this problem before or have any ideas about what's causing this?

I tried contacting Spyderco through the contact form on their website, but I haven't heard from them yet. I would assume they're busy and haven't gotten around to answering my message yet. But here's the thing: when I tried registering for this forum I never received the email for activating my account. When I register with another email I receive that activation email almost immediately. Now that I'm writing this I also remember that I have never gotten the byte newsletter when I registered for it. It seems like my account or e-mail address is being blocked/banned and I have no idea why.

I remember getting the same error at least twice with the seconds sale. At that time I assumed it was a glitch due to the heavy load on their servers, but now I know this was not the case as the website was much more responsive with the release of MT28 and I can consistently reproduce that error (I tried many times ).

This is really a frustrating experience. I spent more than 2 hours constantly refreshing during the second sale and I would have scored some nice knives if I didn't get this error. One of them was a discontinued knife that I really wanted . I was also really looking forward to the release of MT28 and have been patiently waiting for months, only to see this slip through my fingers as well.

Anyway, had to get this of my chest. I hope Spyderco will make another batch of MT28. If not I hope I will have more luck with MT29 when it gets released.

[Wartstein]

Welcome to the forum and sorry for you bad luck!

But it sounds as if there is something wrong with your original email address (without you knowing this of course!) rather than with the Spyderco site?! I am not an IT-guy at all though!

[RustyIron]

On my first try, they didn't like Discover.
I think they only take Visa, so I put that number in and it worked fine.
Frankly, I didn't dawdle trying to figure out WHY it didn't work the first time.

[TazKristi]

Hi, Jefke:
Welcome to our forum. If the message was that your transaction was declined, that is indicative of an issue with your credit card. It usually means the card company suspected fraud, or there's an issue with mismatched information (zip code, address, etc.). Your best course of action would be to contact your card company and ask them about the transaction and why it was declined. We receive very limited information on our end, so we wouldn't be able to offer much assistance. We don't have a message to decline orders.

As for your e-mail issues, it sounds as if e-mails from our domain are getting filtered as spam at a higher level. You can add us to your address book and that should prevent your provider from filtering our e-mails.

I can assure you that we haven't blocked or banned your account or e-mail addresses.

We appreciate your continued interest and support and hope that you enjoy your time with us.

Kristi

[cheeseheaded]

I had a different unfortunate series of events happen. To be clear, the situation was My fault, but it left me disappointed with my attempted purchasing experience from the Spyderco website.

I completed my order for the SPY27 mule and received a confirmation email. Unfortunately, about a half an hour later, I get a second email from a Spyderco employee that my payment address did not match my credit card address, Spyderco would be cancelling my order, and if I wanted the item, I would have to reorder. Ouch! Well, I immediately logged back into my account and found MY error. I had transposed some numbers in my zip code, oops. I fixed that quickly, but you can probably guess what happened next. I tried to submit a new order and the knife was out of stock. I also did try emailing the Spyderco employee after I fixed the zip code in my account but received no response. Insult to injury, the charge appeared on my credit card as pending and then as removed. Yeah!!!...Nope:(

So, why do I share this story? Well, while the email from the Spyderco employee was appreciated for giving me a reason for the cancellation…it ultimately gave me no remedy for the purchase. An email reached me that there was a problem (to which I quickly responded), Spyderco had my phone number, and their chosen remedy to fix a billing error was to cancel my order and tell me to try again. Now, I can envision several ways where maybe a more customer friendly strategy could have been employed, but hey, we are all adults and sometimes life does not offer second chances. E-commerce is tough and complex to manage when people are flooding a site to buy an item, credit cards can be expensive to process, and there are sometimes external rules that must be followed for security. Still, I guess I would have hoped for a better customer experience.

[Buddafucco]

I've learned previously that Spyderco.com does not like my Master Card credit card. I got a declined email each time, not an error message at checkout. However, they do like my Visa check card very much.
Maybe it's an Auto-Fill problem? I haven't had a problem using it on Spyderco but maybe yours isn't agreeing with it?

[Burton Knut]

Def no Discover or AMEX, other than that I don’t know.

[Jefke]

Hi, Jefke:
Welcome to our forum. If the message was that your transaction was declined, that is indicative of an issue with your credit card. It usually means the card company suspected fraud, or there's an issue with mismatched information (zip code, address, etc.). Your best course of action would be to contact your card company and ask them about the transaction and why it was declined. We receive very limited information on our end, so we wouldn't be able to offer much assistance. We don't have a message to decline orders.

As for your e-mail issues, it sounds as if e-mails from our domain are getting filtered as spam at a higher level. You can add us to your address book and that should prevent your provider from filtering our e-mails.

I can assure you that we haven't blocked or banned your account or e-mail addresses.

We appreciate your continued interest and support and hope that you enjoy your time with us.

Kristi

Thanks Kristi, I'll check with my bank and internet provider in the coming week.

[cheeseheaded]

I had a different unfortunate series of events happen. To be clear, the situation was My fault, but it left me disappointed with my attempted purchasing experience from the Spyderco website....

A Big Thank You to Kristi for helping to greatly improve my experience. Thank You Kristi and Spyderco Team, Classy!!!