Rockwell warranty is not valid

I have records of 8 order updates to his account from us and 2 emails. He was kept in the loop 100%. Some people like to paint a bad image just to hurt a vendor because it makes them feel good.

I wouldn't be in business for 15 years doing this (now with 7 employees and a warehouse I own) if I screwed people over left and right.

There are always areas to improve upon as with any company. But we will never stop nor give into the haters or naysayers.

Matt

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A leopard doesn't change his spots...

A leopard doesn't change his spots...

No they don't. But people grow up and change.

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For something like this, you have to have some ability to prove a purchase. I am not saying I don't believe the OP. Far from it. However, a company simply can't be asked to take the word of every human on the planet as unvarnished truth.

Case in point, about two years ago, we had a customer requesting a new razor due to the safety bar on his being slightly bent. He could not provide proof of purchase, and I had no record of his name or email address in our system. He did however send photos of the issue, with some Stirling products in the background to bolster his case that the razor had come from us. I wasn't trying to be a jerk to him, and maintained a cordial tone through the whole thing, but he was insistent that I send him a new razor. Something just did not feel right about the entire ordeal, though, and there was a certain familiarity to the photos.

After an hour or so of further investigation, I found out the reason for the familiarity. The photos had been sent to me a couple of years earlier by another person. That person did buy the razor, and it had a bent safety bar. He had also posted his experience on another wetshaving forum asking for advice on how to get it fixed, and posted an update that we had sent him a brand new razor right away. The new guy saw this, saw an opportunity to try to scam us and get something for free when he'd never even been a customer and did not even have the razor he was sending me pictures of.

I'm not at all suggesting that the OP is a scammer. I'm simply saying that scammers absolutely exist (this is just one of innumerable examples I could give in nearly 9 years of doing this) and you can't fault a company for insisting that you be able to provide the slightest shred of evidence that a transaction took place. If we could simply take every person who emails us at their word with zero evidence, I wouldn't be in business anymore. I'd be far too wealthy to need to work thanks to all the money I would have gotten from every son of deposed Nigerian kings who reached out to me for help in getting their vast fortune out of the country.

Hello sir, I am also your buyer, see my Order: STIR # 121254. you have done your job perfectly, I am delighted with your products and buy it regularly.
You can see that $150 is not a problem for me, it was a shock to me that a large company, known all over the world, squeamishly waved at me like a dead cockroach in the toilet of a cheap motel. They themselves wrote on their website that they would always solve the problems that they give a lifetime guarantee, and what did I get?
Ignoring? Is it normal? And for whom is it written in large letters on their website that they are the best, that they give the best razors? For whom is it written that we will do everything for your pleasure? So that's a lie? they lie to all people?
I bought The ENOCH Razor, I got it, he had one piece bent. I just sent a photo to the company, I just asked for my address to send a replacement part. I wasn't asked where I got it. I was sent a new detail instantly. free and very fast. but I didn't ask for it. I didn't even hint at it. I sent a photo and asked what I needed to do. all. the company itself did everything. And on their website I also did not see advertising that they are the best.
You can solve the problem of stolen photos in 2 seconds, ask to take a photo of the damage against the background of the open page of this conversation in front of the monitor.
You can also say, write your name on a piece of paper, take this date and take a photo of a razor against this background. Any problem can be solved if there is a desire to solve it. But to accuse the buyer that he himself damaged the part and turn away from it, this solved the problem perfectly?
Or maybe you could say this: dude, if you don't have proof of purchase, can we offer you to buy this part? This has at least part of the solution. Or am I wrong? Or you can't turn on a robot that will answer every email that we got your email, don't worry, we're working on this problem, wait a while, everybody's busy? And they write that they will do everything for my pleasure?
Sir, I didn't see a big ad on your website that your product is the best. If you ask me, tell me, what kind of artisan makes soap at this price better than stirling? Do you know the answer to this question? I'll say this, this is a stirling soap purchased at a discount.
And if you ask me, man, what kind of rockwell do you want me to buy? I can assume that anyone who reads this knows my answer. I'll tell you, give me your money, take off your pants and lean over, I'll show you what rockwell does to those who have their product.
My account EBAY: https://www.ebay.com/usr/gopneg
a lot of people know me as a good buyer. I have no recall even 4 points and do not ask for a new razor.
I ask people who decided to buy products from this company, see my situation and ask themselves, do they need it?

Thank you so much for the huge order. I hope you are enjoying everything. Please don't take offense to my post. I promise I wasn't insinuating that you are dishonest. I agree, there should be something you can do, either a Skype call to show you have the razor, or some other type of verification process. That's just it though, there does need to be some type of verification process, whatever it is that can be worked out. The razor you have is most certainly defective, and the defect is 100% something that happened during the manufacturing process and you deserve a replacement.

As for slow response times and lack of response, I'm sorry to hear they took so long to get back to you. I do my best to answer customer emails in a timely fashion. I don't know the situation at Rockwell so I can't comment on reasons for a lack of response. I do get behind from time to time, but that's because I still answer all the emails myself and the 800 number on our website just goes to my cell phone. If I'm making soap, or taking care of other business, I can't always pick up or answer an email immediately. But I digress.

I agree with you, sir. You deserve a replacement and to have this issue taken care of in a timely fashion, and I hope this is what happens. I am just cautioning others against the prevailing thought here that seems to be that a company does not have the right to verify a purchase prior to making things right.

Mr. Matthew Pisarcik,

 Yes, I have been notified that the razor in question was ready to be posted and soon it is on the way to the UK. I am presuming the shipment is going to be delivered in August. Unfortunately by the time it will arrive I will be on my holiday on mainland Europe. Therefore, my honest review and update of the threads I 've posted on other forums will come in late August or early September. Maybe I will share the timeline of the e-mails sent to me by razoremporium and then the reason of my frustration will make sense. 
 I do apologize for my broken English (being my third language) but I really hope that I can make myself understood.

On a funnier note is quite interesting to see how a thread about a faulty Rockwell razor handle leads to a totally different topic.

How many would buy a used razor on B/S/T if the seller said
- I have no idea where I bought the razor
- I have no receipt

How many promptly answer emails from a "potential" scammer with an International mailing address

Большое спасибо за огромный заказ. Я надеюсь, что вы наслаждаетесь всем. Пожалуйста, не обижайтесь на мой пост. Я обещаю, что не намекнул, что вы нечестны. Я согласен, что вы должны сделать что-то, либо позвонить по Skype, чтобы показать, что у вас есть бритва, либо какой-то другой тип проверки. Это только то, что должен быть некоторый тип процесса проверки, что бы это ни было, что может быть разработано. Бритва, которая у вас есть, наверняка неисправна, и этот дефект на 100% произошел во время производственного процесса, и вы заслуживаете замены.

As for slow response times and lack of response, I'm sorry to hear they took so long to get back to you. I do my best to answer customer emails in a timely fashion. I don't know the situation at Rockwell so I can't comment on reasons for a lack of response. I do get behind from time to time, but that's because I still answer all the emails myself and the 800 number on our website just goes to my cell phone. If I'm making soap, or taking care of other business, I can't always pick up or answer an email immediately. But I digress.

I agree with you, sir. You deserve a replacement and to have this issue taken care of in a timely fashion, and I hope this is what happens. I am just cautioning others against the prevailing thought here that seems to be that a company does not have the right to verify a purchase prior to making things right.

Oh, no, sir. you said your point about the rockwell store, that's okay. any point of view had the right to be said. I said my point of view that if a company wants to fulfill its promises, then there are many ways to verify the information, for this you only need to want to fulfill your obligations. I have no resentment for you.
Your product is wonderful. I let my friends and friends try it. you have a huge number of different flavors. You could see in the order that I use more than just soap. If you need to name the drawback, then it is only one, your soap is very economical! For a very long time you can use to get the opportunity to buy new flavors. Thank you for your product. It's upsetting that I can't buy the smell of grapefruit soap. (It's not just for me, I know a few people who are just as sad and miss your grapefruit).
You understand me. I'm trying to say,
1. the company allowed the defective part to be assembled.
2. the collector assembled this razor with a bad part.
3. the packer also decided that such poor quality is normal.
4. and the company refused its guarantees without motivating it.

I am sorry to hear about this issue. I've always taken the position that it's far easier to make a customer happy with a replacement or rework or whatever than let them be upset. They will spread the negative word much farther than if you just take care of them.

If it has my name on it (razor emporium or rex) I stand behind it. Period.

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Interesting.  Here's a very recent post on another shaving forum:

[font=Verdana]This is a message to anyone who is thinking to send in a razor to pisarcik &co. 

They have my razor for a revamp since December 2019. Now is July 2020. As of today there is no sign of the serviced and revamped 1907 single ring Gillette razor. I've received a few misleading e-mails and a bunch of excuses during the 7 months period. Now, they even stopped answering to my emails. I don't know what is going on in his service shop, but I have the feeling that I can kiss my razor and $100+ goodbye. 

So, just a friendly advice: think twice before you are sending in something valuable to that guy, you might never see it again.[/font]

And another one:

[font=Verdana]This unfortunately is a pattern at Razor emporium there are multiple threads on this forum and others about them being unresponsive, losing razors, or destroying them.[/font]

[font=Verdana]And yet another:[/font]

[font=Verdana][font=Times New Roman][font=Verdana]Back about 2009 or so, I bought a razor from Matt Pisarcik. Never received it. He kept giving me a song and dance over refunding the money... said he posted it, and other phony ploys. At that time he was known as "Bingo Bob," among the myriad names he has had since. He was banned from this site at that time, but he obviously made it back, and also found more folks to abuse on other sites.
The only way I ended up getting my money back was by dumb luck.. He had joined Linked-In, I must have been in his address book, and I got an email. I found he worked at a hospital in Arizona. I contacted him, and eventually got my funds returned.. I had chalked it up to a learning experience... and so it was..

Caveat Emptor...[/font][/font][/font]

[font=Verdana][font=Times New Roman][font=Verdana]There are lots of past and present comments such as these that indicate things have not changed over time.[/font][/font][/font]

Thank you, sir, for showing attention to this problem.
I have a few products from razor emporium, I didn't see a flaw or bad parts on them. but my friend bought the rex from which there was a defect, each side of the razor shaved differently, he turned to razor emporium and the feedback was instant. he was immediately offered to repair or replace the razor. They didn't ask for any check. I also heard good words about the excellent support from razor emporium.
I bought a razor from Muehle, I was unlucky and the razor had a defect, I wrote to the company and I was asked only the address and immediately sent me a new razor.
I am shocked only because I first encountered the attitude that rockwell showed. I've never met a similar relationship. Even sellers from the Chinese website aliexpress have very quick feedback and support and quickly change defective goods or return money.

This thread seems to be all over the place.

I've followed this thread since the start and while I think its unfortunate that the OP has a broken razor, however, I think its inaccurate to say that Rockwell's warranty is not valid or that they are somehow a "bad actor". 

 A warranty is generally a carefully crafted extension of legal rights to certain parties in certain conditions.  Its a contract between a manufacturer/seller and a buyer and its usually not transferrable.  It has specific terms and conditions that must be met to be legally enforceable.  Shaming or coercing Rockwell into extending those legal rights to a party where the terms and conditions aren't met is a stretch.  I'll grant you that there's no harm in asking and its true that some parties in the wet shaving space will extend their warranty in circumstances where it strictly speaking doesn't apply.  They do this in their discretion, freely and voluntarily and as Shane of Blackbird mentioned above, its a little easier for a smaller player to do this than larger ones.  Its a problem extending a warranty to a person who has no receipt, can't remember where or when he bought it or how it was paid for, they just have the broken item in their possession.  Thats a tough one from Rockwell's perspective.  

So here are some tips for increasing the likelihood that your warranty will be honoured: 

- Remember where you bought the item;
- Inspect the item for damage before you accept it - can't do it online but for sure in a brick and mortar;
- If you purchase online then inspect the item as soon as you receive it, if its damaged contact the vendor asap with pictures;
- Pay with a credit card and keep the receipt. If you buy online, retain the electronic invoice;
- inquire with vendor first about exchange, most will do that for you and they will deal with the manufacturer;

There is so much secondary market activity in wet shaving with both hardware and software that the bigger ticket hardware makers have to limit their warranties just like any other manufacturer of products does and its common knowledge that "lifetime warranty" almost always means the life of the product in the hands of the original purchaser - read the warranty.  

I am sorry that the OP has had this unfortunate experience and I am by no means suggesting that there has been any attempted malfeasance on anyone's part, but you have to agree that there has been a certain amount of carelessness on the OP's part regarding proof of purchase and I don't think its an indication of bad faith that Rockwell has chosen to rely on the strict interpretation of its warranty in this case.  I appreciate that the OP has posted about his unfortunate experience with Rockwell.  The takeaway that we can all learn from the OP's experience is that we should be more careful in retaining proof of purchase receipts on the off chance that a problem arises.  The more expensive the product the higher the degree of care and attention to retaining receipts.

https://www.getrockwell.ca/pages/quality-guarantee

I pasted Rockwell's guarantee wording from its website (.com is the same) and the Lifetime warranty is only on the 6s, the others have a 60 day replacement guarantee and there's also a parts replacement in some cases. Its stated that the guarantee applies to a "customer's" "purchase" which means that you have to establish that you are a customer who purchased the razor - mere possession of the razor isn't enough. I would add that in my opinion, Rockwell's wording regarding its guarantee could be clearer and more explicit. The wording on their website strikes me as the victory of the marketers over the lawyers - I would have had much more explicit wording. Marketers hate that because they feel it has a chilling effect and kills the vibe.