I have been a long-time customer of Blade HQ and never had a problem with any order up until this month.
I made a hefty purchase and was sent the wrong item. When I opened the package (on 3/8/19) and discovered the mistake, I completed the web submission form on the Blade HQ Contact Us explaining my situation and requesting that someone contact me.
I explained that my purchase was intended to be given as a gift that I was hoping to give on 3/22/18. I noted that I wanted to replace the item I received with the knife I actually ordered and I would like to have the correct knife shipped expedited so that it would arrive in time to gift it.
I explained that the reason that I just didn't initiate a refund immediately is because I wanted to verify that the correct knife is available and will in fact ship on time. I noted that I did not expect that this would incur any additional shipping charges associated with the processing of the exchange, since it was clearly an error on Blade HQ's part. I included photos of the knife I received vs the knife I order that was shown on the order confirmation form.
Since Blade HQ failed to respond to that email, I send a follow-up email to them on 3/11/19, this time at their *******@bladehq address. I noted that it was a follow-up email re-explained the situation and emphasized that this was a time sensitive issue and I was looking for some help as soon as possible.
They failed to respond or even acknowledge that email also. I then called the customer service department on 3/13/19 and explained the entire situation again. The representative was not very enthusiastic and displayed no empathy to my situation. She didn't acknowledge the sense of urgency at all. She said to just return the item, as well as the sheath (which was a separate purchase) and then to allow a few days for the refund to go though, and then to replace the order.
The representative couldn't even confirm that the correct item was in stock because she said the item photos on the site don't always match the items that ship. She also didn't seem to understand that I was in a hurry. When I explained the urgency yet again, she said that I could just return the item and while the return process is ongoing, I could just re-order the item today and request expedited shipping (at my expense). As if I just have infinite money to spend.
I said that I didn't want to take the chance of ordering a second expensive item that may not even show up correctly and then be stuck with some b. S. re-stocking or shipping charges. I asked her to please confirm the knife I wanted is actually going to be the one that ships. She said that she would need to check with the warehouse. Then there was a long silent pause. I then asked her to go ahead and do that and she seemed annoyed and said she'll have to send them an email and then someone will email me to let me know. (Again no sense of urgency or ownership).
As I don't expect to get any response via email at this point, and the customer service speaks for itself, I will just return the entire order and stop using Blade HQ. There are far too many other options for buying these products to have to deal with such poor customer service.
If by some miracle someone from Blade HQ does reach out (there's obviously a ton of BHQ shills here), I will update the post accordingly. I only wanted to exchange the item that they sent in error in the fastest way possible. They dropped the ball. They obviously don't need my business.