I am a loyal and avid Spyderco user and collector. I have purchased from Spyderco in the past via its internet service and have been very satisfied with its service.
Recently, I have been very disappointed. In place of the 16 knife carrier I ordered, I was sent a butcher knife carrier. I called and was told to send the other one back and Spyderco would send the correct one. It cost me almost $8.00 to send it back along with all of the aggravation of packing it, sealing it, driving to the PO, and going thru all the procrdures there. I received the correct one the other day.
On one of the forums, it stated Spyderco had belt sheaths for the Gunting. I asked about it, and was told they only had the right handed ones in red; however, Spyderco had River City sheaths for the Harpy. Since I already had a neck sheath for the Harpy, I was assured it was a belt sheath. When I opened that box, I saw a neck sheath with parachute cord jerryrigged to slip on your belt. The invoice stated neck sheath.
Am I alone in these two back to back errors or have others had similar problems in the last month or so? I am not talking more than a month ago when everything was fine in order execution; only very recently.
Needless to say, with Sal's committment to TQI and Deming I was very surprised to see these highly obvious system errors.
I might add my recent contacts with Mike in the service dept. have been without a hitch so I don't think the service deline in my experience has become widespread and pervasive thruout the company; only in the Spyderco Factory Store, again from my experiences at least.
Any other recent problems?
"Imagination is more important than knowledge. For knowledge is limited, whereas imagination embraces the entire world, stimulating progress, giving birth to evolution." Albert Einstein
Spyderco Factory Store
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Rger No. 1
- Member
- Posts: 70
- Joined: Fri Sep 24, 2004 10:33 am
- Location: Pennsylvania USA
I wonder about their customer service, too. I stopped in their new Wheatridge retail store a couple of weeks ago to pick up a new blue rescue to replace the Rescue Jr. I just lost down a sewer manhole (I probably could have retrieved it but decided not to-for obvious reasons). The lady working there was extremely rude, and the $75 price was way more than the $45 I could have bought one for elsewhere. Needless to say, I didn't want one that bad for a work knife. I've had three rescue's (in addition to my three other Spyderco's) and I think they are top quality-especially for a working knife, but maybe they should work on the customer service part too. For now, I'll use my old style Rescue with the broken-off plastic clip.
I have only ordered a few things from them,while I had no problem with the order they were not overly friendly.I thought it was just me.I look over things like that with people from other parts of the country.Around here people are almost to friendly,altough that is changeing with a lot of places here,I hate to say.
JEFF ........." GO CUT SOMETHING!!"
JEFF ........." GO CUT SOMETHING!!"
I hear you. I live in a small town in the least populated state in the US. People here are all pretty much over-friendly. I can see a huge difference when I'm in more populated areas. I don't really expect strangers to be overly friendly to me for the most part, but there is a difference between being neutral and being rude. I guess I'm just not sure why people want to be like that. Seems to me, in my experience with the factory store, that when you're selling overpriced goods you should at least smile.
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Mike Sastre
- Member
- Posts: 419
- Joined: Fri Sep 24, 2004 10:33 am
- Location: Hamilton, Ohio USA
- Contact:
I was in Denver the 2nd week of July, just after the SFO store moved to Wheatridge. Since I was in town on business I was unable to get to the store until just before closing. Guess what, ~10 minutes before closing time the door was already locked. I looked in the window for a bit, noticed that the employee inside was ignoring me, and decided that I wouldn't be buying a knife at the SFO store.
When I did get back the next day (during my lunch hour) I looked around for 15 minutes, talked to the lady behind the counter, and ended up leaving with a Spydie Cap.
Prior to this, I had always had great experiences with the folks at SFO.
RVO3VOM(my license plate - read it backwards) ~Drew
When I did get back the next day (during my lunch hour) I looked around for 15 minutes, talked to the lady behind the counter, and ended up leaving with a Spydie Cap.
Prior to this, I had always had great experiences with the folks at SFO.
RVO3VOM(my license plate - read it backwards) ~Drew
Hi, my name is Christina. I am the manager at the Spyderco Factory Outlet. This is my first post. In response to the comments on the forum regarding S.F.O., I would first like to say thank you for your participation. In an effort to make S.F.O. a pleasurable and desirable experience, your input and comments are needed and appreciated.
Rger No. 1,
I would like to apologize for any inconvenience you have recently experienced with regards to our shipping errors. We have made and are still working on some personnel and systems changes. We did second day your replacement as soon as we were notified of our error and we have credited your credit card for shipping. We have put steps in place to assure that these types of shipping errors will not occur in the future. We truly appreciate your patience and understanding during this transition.
Jgw65,
I would like to extend our most humble apologies for any rude or unfriendly behavior that myself, Patti or Sam may have portrayed. We do our very best to make your experience at the Spyderco Factory Outlet a pleasurable one. We have discussed this at great lengths and will most definitely make sure that we do not portray any type of negativity to anyone that we have dealings with. As for the “Blue Rescue”, as a general rule we do not do any type of in store discount on “new” items until all dealers have received delivery. This is just one of the ways that we try to help support the other dealers. Again, please accept our apologies for the mis-communication.
Rvo3vom,
Once per month we will close the Factory Outlet store around 5:30pm for an evening sales training meeting. Even when we start the meeting at 6:00pm we are generally not done until around 9:00pm. We are sorry for any inconvenience. This closing will be and should have been posted on the front door, our apology for the oversight.
Demtek9,
Spyderco is an equal opportunity employer. The requirements for employment are skill based. Retail sales require skill, personality, organization and product knowledge. Male or female is not as important as job performance to ensure the satisfaction of our valued customers.
Once again, thank you to all who posted. We will use your comments to improve the quality and accuracy of our service.
Sincerely,
Christina
Spyderco Factory Outlet Manager
Rger No. 1,
I would like to apologize for any inconvenience you have recently experienced with regards to our shipping errors. We have made and are still working on some personnel and systems changes. We did second day your replacement as soon as we were notified of our error and we have credited your credit card for shipping. We have put steps in place to assure that these types of shipping errors will not occur in the future. We truly appreciate your patience and understanding during this transition.
Jgw65,
I would like to extend our most humble apologies for any rude or unfriendly behavior that myself, Patti or Sam may have portrayed. We do our very best to make your experience at the Spyderco Factory Outlet a pleasurable one. We have discussed this at great lengths and will most definitely make sure that we do not portray any type of negativity to anyone that we have dealings with. As for the “Blue Rescue”, as a general rule we do not do any type of in store discount on “new” items until all dealers have received delivery. This is just one of the ways that we try to help support the other dealers. Again, please accept our apologies for the mis-communication.
Rvo3vom,
Once per month we will close the Factory Outlet store around 5:30pm for an evening sales training meeting. Even when we start the meeting at 6:00pm we are generally not done until around 9:00pm. We are sorry for any inconvenience. This closing will be and should have been posted on the front door, our apology for the oversight.
Demtek9,
Spyderco is an equal opportunity employer. The requirements for employment are skill based. Retail sales require skill, personality, organization and product knowledge. Male or female is not as important as job performance to ensure the satisfaction of our valued customers.
Once again, thank you to all who posted. We will use your comments to improve the quality and accuracy of our service.
Sincerely,
Christina
Spyderco Factory Outlet Manager
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antichristina
- Member
- Posts: 73
- Joined: Fri Sep 24, 2004 10:33 am
I can tell you that Christina is more knowledgable about Spyderco knives than any of the employees that have ever worked at SFO.
At Spyderco our mission is to "conduct business in an honest, fair & proper manner".
Are we perfect, of couse not, "Pobody's Nerfect", but we certainly do try. IMO, one would be hard pressed to find too many companies our size that extend as much effort to demonstrate how important the ELU is.
I think "antichristina" is perhaps a disgruntled ex employee trying to cause trouble. Strange that these "trollers" saeem to be on their first post?
sal
At Spyderco our mission is to "conduct business in an honest, fair & proper manner".
Are we perfect, of couse not, "Pobody's Nerfect", but we certainly do try. IMO, one would be hard pressed to find too many companies our size that extend as much effort to demonstrate how important the ELU is.
I think "antichristina" is perhaps a disgruntled ex employee trying to cause trouble. Strange that these "trollers" saeem to be on their first post?
sal
WARNING - Personal Opinion ahead!!!!
Sheesh- what is this getting too? I've been to SFO and they are some of the nicest and helpful people of any knife related store around. Ok maybe someone was having a bad day or forgot to put out a sign. Not like we all don't make mistakes or forget something. You've now all heard from Sal and I believe his daughter (Christina) and they have both apologized and have stated they are "fixing" any perceived problems. You guys wanna complain about knife store employees, walk into any mall knife shop. I've yet to find anything much better than one that can tell you which side is sharp. As for overpriced, No, all they are asking for is their retail price. Which is what you pay at most mall stores, just because they don't undercut their dealers is no reason to b***h about it. It would be like if Sony shipped millions of playstations out to all their retailers with a MSRP of $199 and then they advertised them at $99, don't you think their would be some backlash? Like a whole lot of knives shipped back from dealers. Besides most of us get a pretty good deal on our knives and I don't have a problem spending the (omigosh) retail price on a new knofe once in a while. You don't walk into Sears and expect to tell the cashier "I'll give you $22 for this sweater marked $35. Christina I for one would like to thank you for the great job you and your crew do. I met you and your mom about a year ago when I was passing thru town and stopped in. I haven't seen the new store but when I get a chance you can bet I will come in and say "hi" and buy something. Just sorry that Angela isn't there anymore. I am sorry if this seems like a rant but people need to take a look at the real world occationally and react accordingly in my opinion. Thanks for listening and I'm getting off my milk crate now.
Jyork
Sheesh- what is this getting too? I've been to SFO and they are some of the nicest and helpful people of any knife related store around. Ok maybe someone was having a bad day or forgot to put out a sign. Not like we all don't make mistakes or forget something. You've now all heard from Sal and I believe his daughter (Christina) and they have both apologized and have stated they are "fixing" any perceived problems. You guys wanna complain about knife store employees, walk into any mall knife shop. I've yet to find anything much better than one that can tell you which side is sharp. As for overpriced, No, all they are asking for is their retail price. Which is what you pay at most mall stores, just because they don't undercut their dealers is no reason to b***h about it. It would be like if Sony shipped millions of playstations out to all their retailers with a MSRP of $199 and then they advertised them at $99, don't you think their would be some backlash? Like a whole lot of knives shipped back from dealers. Besides most of us get a pretty good deal on our knives and I don't have a problem spending the (omigosh) retail price on a new knofe once in a while. You don't walk into Sears and expect to tell the cashier "I'll give you $22 for this sweater marked $35. Christina I for one would like to thank you for the great job you and your crew do. I met you and your mom about a year ago when I was passing thru town and stopped in. I haven't seen the new store but when I get a chance you can bet I will come in and say "hi" and buy something. Just sorry that Angela isn't there anymore. I am sorry if this seems like a rant but people need to take a look at the real world occationally and react accordingly in my opinion. Thanks for listening and I'm getting off my milk crate now.
Jyork
Thanks, Christina for replying to the posts about the Spyderco factory store. I think the fact that you responded shows your commitment to good service. I do understand your pricing for new products- thanks. I've been to the "old" store location on Hwy. 93 four or five different times over the past couple of years. In fact, the last knife I bought there was a Toad (one of the ugliest knives I've ever had, but one of the most useful for use in the office). Spyderco products are hard to find at a reasonable price without doing mailorder-and-wait, which I'm not very good at. Even so, I will continue to purchase and use Spyderco products because I feel they are superior. I'll stop by the store again soon and meet you personally.
As far as being a first post "troller"- sorry, Sal, but I always offer my honest opinion.
As far as being a first post "troller"- sorry, Sal, but I always offer my honest opinion.
Thanks, Christina for replying to the posts about the Spyderco factory store. I think the fact that you responded shows your commitment to good service. I do understand your pricing for new products- thanks. I've been to the "old" store location on Hwy. 93 four or five different times over the past couple of years. In fact, the last knife I bought there was a Toad (one of the ugliest knives I've ever had, but one of the most useful for use in the office). Spyderco products are hard to find at a reasonable price without doing mailorder-and-wait, which I'm not very good at. Even so, I will continue to purchase and use Spyderco products because I feel they are superior. I'll stop by the store again soon and meet you personally.
As far as being a first post "troller"- sorry, Sal, but I always offer my honest opinion.
As far as being a first post "troller"- sorry, Sal, but I always offer my honest opinion.
If anyone wants to go to a place thats sells knives and have the most rude people I have ever had the misfortune of running into wait on you,not to mention not knowing anything about what they are selling and have them to get really rude if you tell them something that they told you is wrong,go to the Lenior City,TN Wal Mart.This is not only in knives but in sporting goods as a whole.
As far as SFO goes,to me they weren't rude just not real freindly.They were helpful and after thinking about it I guess I can understand why they were not overly freindly.The times I called was first thing in the morning to them,almost lunch time for me and just a few minites before closeing.
JEFF ........." GO CUT SOMETHING!!"
As far as SFO goes,to me they weren't rude just not real freindly.They were helpful and after thinking about it I guess I can understand why they were not overly freindly.The times I called was first thing in the morning to them,almost lunch time for me and just a few minites before closeing.
JEFF ........." GO CUT SOMETHING!!"
i havent had to deal with them at all, untill i had some clip problems with my standard, so i emailed mike and he called me about a week later and asked what was wrong with etc. and he sent me a SS clip and 6 screws <img src="wink.gif" width=15 height=15 align=middle border=0> . and i didnt have to pay a dime. <img src="wink.gif" width=15 height=15 align=middle border=0>
I've been to the "old-old" store in the little brick building, the "new-old" store next the the factory, and the "new-new" store. I did like the size of the last one better, but there has never been a nicer, more helpful group of people than I have dealt with at any of the stores. When I come from out of town, I almost always buy some knives, but I have personally seen the sales people there treat the person next to me, who may not know knives or even purchase any, with the same respect. Sometimes I think this experience is a big reason I'm such a fan and avid collector!
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antichristina
- Member
- Posts: 73
- Joined: Fri Sep 24, 2004 10:33 am