My main issue lies with the customer support—or the lack thereof. I ordered a knife on December 5th, with a guarantee for delivery by Christmas. On December 8th, I received a tracking number indicating that the product had shipped, with an estimated delivery date of December 13th.
However, on December 15th, I received an email stating that the product had just shipped that day, which was puzzling. I reached out to customer support for an update. While on hold, the tracking showed the package was delayed but still in transit. Customer service advised me to wait three more days, after which I could request a refund if it was deemed undeliverable.
On December 19th, worried that the knife wouldn’t arrive in time for Christmas, I contacted them again. I was informed that I needed to wait 7–10 days after shipping before requesting a refund. By then, it had already been 11 days. They said they would reach out to the shipper for clarification. Later, I received a generic email stating the package was still on its way, despite the tracking not updating for four days.
On December 22nd, I emailed customer support with three specific questions:
Where exactly is my product?
When can I officially request a refund?
If it shipped on the 8th, why did I receive an email on the 15th stating it had shipped?
I got no reply. I tried to be understanding due to the holidays. Christmas came and went, and I had no gift to give—just a vague assurance that it was “on the way.”
By December 30th, the product still hadn’t arrived. I contacted customer support again and received the same response: it was still on the way. I explained that the tracking hadn’t updated since the 15th. Eventually, the representative agreed to file a claim with the shipping provider and promised to update me later that day.
As of today—January 1st—I have heard nothing back. I’ve now contacted my credit card company to dispute the charge. This company cannot be relied upon. Their customer support consistently makes promises and fails to deliver. Each time I call back, I get a new excuse.
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Cold Steel is an American corporation and seller of knives, swords and other edged weapons and tools based in Ventura, California.
