Great Eastern Cutlery - beware once they have your money...

[kawasemi]

Great Eastern have made good - package turned up today with a very nice book, bottle opener and cards - an easy £40 of apology. Well done Great Eastern.


Hi all,

Ordered a knife from Great Eastern. Fantastic comms when you are offering to buy from them

My online account on their website says it was delivered on the 14th December. I would love to know who to because it isn't me

When I placed the order they emailled to say postage was increased for international - that's fine but no options or choice. Only after the confirmation email arrived did I get the message we have 'saved you money by not using $40 shipping'.

I emailled for a tracking number - no response I emailled again - still silent

I have emailled the company president tonight so we will see what transpires.

Fortunately I used my credit card and to date HSBC have been very good at pursuing issues with orders - especially if the seller is not willing to prove it was sent

So a word of warning people...lovely knives, love to sell them to you - don't like to talk afterwards (does this sound familar to the Spydieguys thread?).

Apologies to our cousins 'over the pond' resident on this forum, but I am getting very wary about using 'Good Ole American' companies. A shame really because in the past the customer service from the States used to be second to none.

All the best

kawasemi

p.s. it is the same with Frost River. No problems with the order - arrived safe and sound but once paid for they don't have the courtesy to reply to emails. If anyone I am criticising reads this...IT ONLY TAKES A MOMENT OF POLITENESS TO ACKNOWLEDGE AN EMAIL...is it really so difficult

[Russell White]

IT ONLY TAKES A MOMENT OF POLITENESS TO ACKNOWLEDGE AN EMAIL.

And taking the time to acknowledge/reply to that email will do your business more good for free than a great amount of costly advertising

[Gizmo]

You might try contacting them through their website contact messaging if they have such a system. You know the one where you fill in the enquiry box and send the message internally. Sometimes spam filters take the email before they arrive. I found that was the case with Exduct although I appreciate that China is a little different.

[LX_Emergency]

I didn't even get e-mail replies when they DIDN't have my money yet. I refuse to do buisiness with the company directly because of it. I might still buy one of their slippies sometime but it'll be at KSF or such instead of them directly.

[Noddy]

I never thought to buy one direct - theirs current dealers (KSF and TSA) being so reliable

Thanks for the nod

[kawasemi]

You might try contacting them through their website contact messaging if they have such a system. You know the one where you fill in the enquiry box and send the message internally. Sometimes spam filters take the email before they arrive. I found that was the case with Exduct although I appreciate that China is a little different.

Cheers Gizmo - They did get my first messages from hotmail. I have had a reply from the managing director who is going to look into it Monday...we shall see.

kawasemi

[Gizmo]

That's a good sign. Let's hope he sorts it out for you ASAP.

[kawasemi]

And taking the time to acknowledge/reply to that email will do your business more good for free than a great amount of costly advertising

Cheers Russell - it's why I've bought a few from you over the last year or two

So to an update...

Knife has arrived safe and sound. I did get a reply from the sales manager promising a Monday update (a very blunt email came from sales on the Tuesday).

There was a tracking number when it arrived for collection at the PO but they clearly had made no note of it as the number provided by Great Eastern was not recognised by USPS or Parcel Force.

Overall then,

A lovely knife but poor communication. No delivery options given (until after it had been posted) and the real clincher - they increased the value on the customs declaration by $30 over the price I paid so customs cost me more (In principle, I have the invoice so I guess I could claim but for £3 ish is not worth the time). Just a niggle really that I will direct to the sales manager.

Regards

kawasemi

Great Eastern have made good - package turned up today with a very nice book, bottle opener and cards - an easy £40 of apology. Well done Great Eastern.

[Noddy]

I guess there is a reason that they seem to have preferred distributors, and that they are very good at it

That overquoting the cost is unforgiveable though

Shame you had a bad run

[kawasemi]

Well I thought it about time to update you good folks out there.

I did get a reply from the sales manager (and part owner he informs me). Profuse apologies...blah, blah ...would like to make it up to me...blah, blah ...just send my address and he will send me a book on the companies history as an apology. I sent my address by reply.

Great Eastern have made good - package turned up today with a very nice book, bottle opener and cards - an easy £40 of apology. Well done Great Eastern.

Fin.

kawasemi

[scotchleaf]

1. Post this on a large american knife discussion forum beginning with blade...
2. Email notice to GEC
3. Hope for help via neg. publicity

[kawasemi]

A third update.

The manager replied to my negative comments and said he had lost my address and he really, really, honestly, cross his heart would like to make it up to me and could I send my address again

Well good people...what do you reckon?

....I'll be waiting.

Great Eastern have made good - package turned up today with a very nice book, bottle opener and cards - an easy £40 of apology. Well done Great Eastern.

p.s. Scotchleaf - I know what you are saying but joining a forum just to pass negative comments is regularly frowned on. And they have now made good.I feel I little bit more established here (I do hope) and a balanced discussion is more likely.

[kawasemi]

So...

We all like to criticise and say when things are bad, but I firmly believe we should report the good and acknowledge when a 'sorry' is given.

A box turned up today from Great Eastern - with a lovely book and a few freebies.

Well done to Great Eastern - they took my comments on the chin and have acted very appropriately.

Thank you

[tburgess]

Nice that things got sorted in the end, and that they made up for the lack of proper customer service eventually.

And well done you for setting the record straight when it finally happened.

[Noddy]

Excellent!