Wanna share one of the best experiences I’ve had regarding customer service in a long time!!
I’ve placed a few (and I mean very few) orders with Queen Cutlery and put a couple of Schatt & Morgans in the store over the last month. Not one to just jump into a new line without sticking my toe in the water first. I’ve always said in good conscience, I can’t sell a product I don’t believe in or wouldn’t use myself. I had a chance today to see how Queen treats their customers, large or small, (and in my case, really small).
I had a knife I received from Queen that I was getting ready to list in the store. While checking it over, I spotted a flaw that isn’t uncommon with ANY company regarding fit and finish. Not a big deal, but if I catch a flaw, I pass it on to the manufacturer. So, I took a photo and emailed it with a short note to Ryan Daniels pointing out the issue. Within less than an hour, I had a response with an apology and instructions to return the knife from Ryan. Can’t ask for more than that!
Look, as long as knives are made by humans, mistakes are gonna be made. I’ve dealt with plenty of errors and flaws over the years and accept the ocassional screw up as just one of those things. How the company deals with it is the key issue to me and with Ryan’s response, I was more than satisfied. But that wasn’t the end of things….
Within a half hour of hearing from Ryan, I got a phone call, not an email but a phone call, from Jennie Moore, President of Queen Cutlery. Straight to the point, she’d received a copy of my email and wanted to call and apologize for the knife ever leaving the plant. There were no excuses made and the apology came straight from the heart. I was thanked for bringing it to their attention and assured changes would be made. Thirty seconds into that conversation I had no doubt Jennie was not only sincere in her apology but was truly totally invested in making sure Queen put out the best product possible and she took that commitment personally.
Rather refreshing to see a company deal with any issue this seriously. While I knew quality was a key issue for Ken & Jennie when Ken purchased Queen, I didn’t appreciate what level of attention they were actually putting on it. Pretty obvious it’s very high on their list of priorities. To me, this was a really minor issue handled in a really serious way. With this approach to doing business, Queen Cutlery is gonna do just fine. Thank you!