Review Time
I am extremely dissatisfied with my experience regarding customer service. Email responses take an excessive amount of time, and when they finally arrive, the advice given is vague and unhelpful. The return and warranty processes are confusing — the information available online offers minimal practical guidance, and there’s no straightforward way to obtain prepaid shipping for returns.
I am very let down by the customer service experience. Responses to emails are extremely slow, and when they finally reply, the guidance is unclear and not helpful. The return and warranty process is complicated — the online resources provide little useful information, and there is no obvious way to get prepaid shipping for returns.
The absence of a carrying method (like a clip or sheath) reduces the product's value to the customer — historically, a sheath was always included. I called customer support multiple times for clarification, but they seem indifferent. Their stance is that customers prefer to customize and are responding to feedback by allowing purchases of additional items. This is simply unacceptable! It's unreasonable to expect customers to bear extra costs after buying an already pricey tool, especially when shipping for accessories isn't free.
The products are much more expensive here than in the US. The quality is unpredictable — you can only hope the item you receive is satisfactory and that you won’t need to return it. Delivery times are lengthy and continue to be pushed back. I’ve been waiting for my order for 14 days and keep receiving notifications of further delays. I’m done with this — I’ll choose a competitor's multitool instead.
The tools are great, but that doesn’t matter if the customer service is so inadequate. I sent a tool for warranty repair and checked in on it at weeks 4, 6, and 8, only to be told warranty repairs take 4-6 weeks, then 8-10 weeks... After 10 weeks, they inform me they never received the tool. Now, they won’t provide a solution, leaving me over £300 out of pocket with nothing to show for it. I sent the package via 24-hour service; while I may have lost the tracking number, it’s unlikely it didn’t reach them.
I want to express my dissatisfaction with a recent purchase of a specific knife. Upon receiving it, I gently cleaned the cutting blade, and to my shock, the black coating came off immediately, leaving it discolored. I chose this knife based on the company's reputation for quality and its lightweight design, which is perfect for my needs as a cyclist. I intended to use it for food prep during my breaks, but now, after seeing the paint transfer and discoloration, I no longer feel comfortable using it for that purpose. If this is the expected quality at this price point, I am truly appalled.
This has long been my favorite multi-tool brand. My only prior contact was a few years ago when I inquired about models that were no longer available. I’m unsure if I received a reply, but now, over two years later, I am receiving daily newsletters. This is considered 'SPAM' in many places. I reached out to customer support for clarification and to request that they stop sending me emails, but I have received no response. It's concerning when a company has no customer support but continues to spam every email address they have.
Due to the company's distribution policies, customers in Australia face a price increase of over 50% compared to the US. It's a fantastic product, but the pricing practices are exploitative. If I lived elsewhere, I wouldn't have this issue! I would recommend buying a competitor's product that is equally useful but more affordable.
I placed an online order for four tools, which was flagged, prompting me to contact customer service. The information in the email was insufficient, requiring me to provide an order number that wasn't included. After finding it, I was placed on hold for an unreasonable time. The next representative requested details about the order and acknowledged it was unusual for it to be flagged since it was under six units. I was told that the site was for personal purchases only, and apparently, orders under six units are acceptable. These unusual sales restrictions do not seem to be mentioned on the website. I expressed my frustration, suggesting they remove the ordering option if it was problematic. The representative assured me they would clear the order, but later I received a cancellation notice, which was not my request.
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