Rockwell warranty is not valid

I bought a Rockwell Model T razor on a trip
I did not use it and did not consider it accurately, the seller told me that it is a very solid company and the razor has a guarantee.
Already at home, looking at the razor, I saw a crack on the handle. this is not damage, this is scrap during manufacture, it is clearly visible that this is not a crack of the coating, but a crack of the base, it has a depth of more than 1 mm. I turned to Rockwell, wrote them a letter, added photos and videos, asked me what to do. they did not answer for a few days, then they wrote to me that they were very sorry that I broke the razor. I replied that the razor is not broken, it is a crack of the base, it does not have a coating, it is a marriage in production.
I was not answered for more than a week, then I was offered to prove that I had a check for the purchase of this razor.
I replied that I don't have a check, but I can provide a bank statement from my account. Rockwell didn't answer me again. three weeks have passed, but I have not received any response.
I decided to share this story with you so you would think again before buying from this company.

Many of these boutique companies are turning to misuse customers as their business models breakdown.

Specifically, the firms Shhhowercap and BioLite have taken money for over $100 worth of products then either shipped to the wrong address or lost the order. In both cases, the firms have been completely unresponsive to enquiries as in no response at all. I discovered from the USPS that the one package was misaddressed from Shhhowercap and the other lost mid shipment from BioLite.  In both cases the companies charged for premium shipping but then sent First Class sans insurance - leaving the purchaser stuck for the cost with no hope of ever getting the product

Folk, please spread the word far and wide regarding dealing with boutique manufacturers in NYC and these companies in particular. While $100 may not be a lot of money to some, this is a shameful response from them. They deserve to be put out of business before they victimize other customers.

Be careful out there. Appears some shysters are using the COVID crisis to pad their bottom lines

What store did you buy the razor? Perhaps they can help you out. The Rockwell website states they have a Lifetime guarantee and 60 day return policy.

I'm sorry about your experience, but glad you posted the picture. In my opinion the picture strongly points to flawed manufacturing, as you concluded, not user abuse. It's difficult to understand why the manufacturer would not want to make things right for you. I would strongly consider filing a complaint with the Better Business Bureau, just to create a record. I would also leave them negative feedback on https://www.resellerratings.com. Good luck.

What store did you buy the razor? Perhaps they can help you out. The Rockwell website states they have a Lifetime guarantee and 60 day return policy.

I don't remember. it was a business trip, I went away for lunch and saw a store on the way, many other goods were sold there. including food, I chose a few shaving soaps, a few lotions and a razor. but I can't remember the name of this store.

I'm sorry about your experience, but glad you posted the picture. In my opinion the picture strongly points to flawed manufacturing, as you concluded, not user abuse. It's difficult to understand why the manufacturer would not want to make things right for you. I would strongly consider filing a complaint with the Better Business Bureau, just to create a record.  I would also leave them negative feedback on https://www.resellerratings.com. Good luck.

Thank you, sir. I'll follow your advice.

I have some vintage razors which have cracks on handle.
But all the cracks start from the free edges, and growth vertical direction.
Yours is somewhere mid of the handle, where there is no discontinuity.
I don't think a customer can make that kind of crack. This looks like a manufacture flaw.

What store did you buy the razor? Perhaps they can help you out. The Rockwell website states they have a Lifetime guarantee and 60 day return policy.

I don't remember. it was a business trip, I went away for lunch and saw a store on the way, many other goods were sold there. including food, I chose a few shaving soaps, a few lotions and a razor. but I can't remember the name of this store.

Product issues really should be directed to and handled by the seller.

I believe your story, but I’d like you to briefly consider what it’s like to be in Rockwell’s shoes. You have no proof of purchase, no receipt, and you don’t know the store you purchased it from. So from Rockwell’s perspective they have no way to be even remotely confident that the crack is a manufacture defect. This razor could be a year old and used hundreds of times and kicked across a parking lot for all they know. You’re putting them in the position of having to trust some random guy and believing that he just bought this (even though he can’t prove that) so they’ll have to replace it at their expense. There is always a certain amount of trust you have to place in customers, but this is definitely pushing the limits. If you could show that you just purchased the razor that would add a lot of credibility to your story and I imagine they would be much more likely to help you. I don’t think this is a case of bad service (except for the slow response times).

I believe your story, but I’d like you to briefly consider what it’s like to be in Rockwell’s shoes. You have no proof of purchase, no receipt, and you don’t know the store you purchased it from. So from Rockwell’s perspective they have no way to be even remotely confident that the crack is a manufacture defect. This razor could be a year old and used hundreds of times and kicked across a parking lot for all they know. You’re putting them in the position of having to trust some random guy and believing that he just bought this (even though he can’t prove that) so they’ll have to replace it at their expense. There is always a certain amount of trust you have to place in customers, but this is definitely pushing the limits. If you could show that you just purchased the razor that would add a lot of credibility to your story and I imagine they would be much more likely to help you. I don’t think is a case of bad service (except for the slow response times).

Very well said Shane, that is an absolutely valid point...
Gopneg , if you can see where your purchase was made from your credit card/bank records, maybe you can call the store to request a copy of your receipt? That way you can show Rockwell where and when it was purchased.