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Joined this last drop on the Fallkniven F1. Was limited to 75 units. I made the drop, paid my money just like everyone else who joined, and Massdrop's took my $$$ gladly. Now I'm told that some of the knives have been shipped, but not all, with Massdrop now saying the rest of us will have to wait due to a "backorder". WTF? If the drop was limited to 75 units then they should have had 75 knives - and no backorders. No word on when the knife I paid for will ship. Just that there "may" be more info in a week. That's total BS. I want my money back.
Sorry that I'm just seeing this now - the vendor who supplies this is normally quite reliable and has been for the past number of years. They went through a restructuring out of the blue right as the drop ended, which caused a serious but isolated interruption to the supply chain - we shipped what they had in stock, but the remainder had to be ordered from Germany, which was not possible for a couple of weeks. Since then, they've been even faster than before with getting stock and shipping to members. I know that doesn't address your issue from the last drop; I believe that we did offer full refunds for anyone who didn't want to wait. Really sorry about that, it was a big headache for us and a lot of other members, hope we'll have a chance to make it right for you in the future.
I beg to differ. I wasn't "offered" a refund until I had exchanged numerous emails with your support staff regarding the repeated delays, pushed-back delivery dates, missed shipping deadlines, etc. Only after considerable extra effort on my part, and over a month of doing so, was I "offered" a refund. And even then I was told mine was a "special" instance. As I discovered, with Massdrop often the left hand doesn't know what the right hand is doing... And it's happening more often with drops these days. Especially given the drop prices these days have only minimal savings over being from reputable vendors with items in stock for immediate shipment.
These are all valid points. I'm sorry that you had to ask, I thought we had reached out proactively. You're correct there is not as much coordination between online and offline communications and the people responsible for them I appreciate your candid reply; it helps to improve the areas in which we are weak. Because of comments like this, we do now have better visibility into the help tickets related to each drop. Again, this doesn't fix anything that already happened, but it does improve the community experience as a whole and I thank you for that, as well as for being quite calm and constructive about this considering your experience.
Sadly, though, I've become rather gunshy over the past year with Massdrop, as this is not the first instance of this kind of thing I have experienced. Likewise the support has been equally disjointed and disconnected in those drops, too. I was even told this last time by one of your staff that issues like this would no longer be addressed in the drop discussions, so I was rather surprised to see any sort of reply about the fumbling with the last Fallkniven drop. The impression given was that Massdrop didnt want to burden drop discussions with individual customer issues. Glad to see that policy has changed. Folks thinking about joining a drop need to know if there have been issues in the past with given items, vendors, etc. Transparency is always better that workings "behind the curtain." I appreciate that you're addressing these issues publicly. That said, I think it will be some time before I chance another drop, if ever.