Astonishingly bad service

Sharp Edge used to have a retail operation in Sandton. I was a regular customer, and over several years, filled a large part of my collection from their store. Then they got bought out by Blades and Triggers, and the SE brand migrated to an online presence only. Stock also dwindled. Recently I placed an order for a Benchmade knife, a Worksharp Sharpener, and a Worksharp Blade Grinding attachment.

On arrival, the sharpener failed to power the blade grinding attachment, and the motor started smoking and emitting a burnt plastic smell. I notified SE immediately, and they advised they would collect the unit and replace. The unit was collected the same day and that was the last unforced communication I got from them. Several unanswered emails and more than a week later I finally called and got through to the MD, Stan Gordon.

Mr Gordon has an interesting theory of customer service. First he imp**** that there was nothing wrong with the unit, then that he had been misinformed by his staff, and then he told me - the client who'd called - that I was "talking bull****". When that predictably failed to have whatever effect he thought it would, he spent a few minutes telling me that he needed to "test and experiment" with the machine before he could actually give me the goods I had already paid for.

At this point, I gave up and suggested that he refund me the cost of the order. Oddly, when I asked him for a refund of my order, it turned out that he could immediately ship me a replacement unit, and it would leave the warehouse "today". I live in hope. We'll see if that ever arrives.

Whatever the outcome, I won't be buying anything from them again. What a pity, and what a sad end to an institution.