Disappointed with Blackland Batch 001 Razor: Quality Issues and Poor Customer Support

[DesertIguana]

It isn't resolved yet. He doesn't have his replacement.

Why are a few people offended by the OP replying to people's posts in the order they were posted?

From what I can tell, he has been respectful and answering the questions and accusations people have made against him.

He has a right to be ticked off. Holidays or not, he was expecting a reply from the maker and didn't get it. He came here to share his story, got some answers and is likely awaiting the new razor. Yes, the maker is a Vendor here but that doesn't mean he can't be unhappy with them or the reply they gave him.

I commend both the OP and @Blackland Razors for how this seems to be being handled. Both are hearing, listening and trying to get it resolved.

If it was me and this was my problem, I would have sent iRazor back with INSURANCE &DELIVERY RECEIPT, tell Backland Vendor Refund or Replace Razor with in 10 Day of Delivery. Plus once Razor was received, I would have notified my CREDIT CARD COMPANY, started Dispute because of receiving Defective Product, asking for refund ASAP.

Maybe Shane has too much on his plate buy a Machine shop and Above the Tie. But that is Shanes problem, not his customers.


BTW this fiasco IMHO has lost Blackland a few potential Customers, including the DesertIguana. I do not like drama, this is all drama.

 

[damnfinecode]

It isn't resolved yet. He doesn't have his replacement.

Why are a few people offended by the OP replying to people's posts in the order they were posted?

From what I can tell, he has been respectful and answering the questions and accusations people have made against him.

He has a right to be ticked off. Holidays or not, he was expecting a reply from the maker and didn't get it. He came here to share his story, got some answers and is likely awaiting the new razor. Yes, the maker is a Vendor here but that doesn't mean he can't be unhappy with them or the reply they gave him.

I commend both the OP and @Blackland Razors for how they seem to be handling this situation. Both are hearing, listening and trying to get it resolved.

Yes, I couldn't agree with you more. Thank you for your understanding. Shane has stated that he is willing to mail me a new razor on Monday, and I will return the old one to them after receiving the new one, as he instructed. However, some people think that Shane seems to be taking care of me, labeling me as petty and combative, while I am merely stating the truth.

A strange phenomenon is that a customer’s rightful privileges, such as receiving products that have passed quality checks and experiencing smooth communication, are now being considered unreasonable demands.

 

[No1Up]

I previously requested a refund from Blackland, but they do not allow refunds for this product—only exchanges are available. This means I need to wait for them to send me a new razor and return my old one to them before the issue can be fully resolved. I will honor my promise to respond to this post and provide updates on the results.

Well thank you for the updates. And I’m sorry you’ve had a rough go of it. I’m positive Blackland will make it good.

On a more positive note. How’s the Bronze Bird shave? Metal impurity not withstanding, what’s you’re over all thoughts and impressions? After getting my Ti bird, I find myself a big fan of the product and thinking of buying the bronze.

 

[damnfinecode]

If it was me and this was my problem, I would have sent iRazor back with INSURANCE &DELIVERY RECEIPT, tell Backland Vendor Refund or Replace Razor with in 10 Day of Delivery. Plus once Razor was received, I would have notified my CREDIT CARD COMPANY, started Dispute because of receiving Defective Product, asking for refund ASAP.

Maybe Shane has too much on his plate buy a Machine shop and Above the Tie. But that is Shanes problem, not his customers.


BTW this fiasco IMHO has lost Blackland a few potential Customers, including the DesertIguana. I do not like drama, this is all drama.

Just as I mentioned earlier and as shown in the images in my post, I sincerely requested a refund, but this request was refused. Subsequently, I was left waiting indefinitely and sent multiple emails, even switching email accounts to contact them. If you carefully review the images I attached in post #1, you will see that I am telling the truth.

To be honest, I never wanted things to escalate to this point. I am also feeling exhausted. Having such an experience is not good. If a refund option had been available, I would have chosen that instead of spending so much time and effort. Unfortunately, neither you nor I are Shane, so we cannot make decisions on his behalf.

 

[DesertIguana]

Just as I mentioned earlier and as shown in the images in my post, I sincerely requested a refund, but this request was refused. Subsequently, I was left waiting indefinitely and sent multiple emails, even switching email accounts to contact them. If you carefully review the images I attached in post #1, you will see that I am telling the truth.

To be honest, I never wanted things to escalate to this point. I am also feeling exhausted. Having such an experience is not good. If a refund option had been available, I would have chosen that instead of spending so much time and effort. Unfortunately, neither you nor I are Shane, so we cannot make decisions on his behalf.

Well if you got defective merchandise, or merchandise not as represented, I would move forward with CREDIT CARD DISPUTE, even if transaction was Via PayPal and you used Credit Card you are in position of power to get your refund. If you paid out of bank saving, checking, or Debit Card you are in poor position.

Maybe your problem was or is you are being too nice, too polite, maybe it is time to move to MAD MODE. I always start my battles slow and easy, but if necessary turn on nasty face.

Assuming at this point if Blackland comes out with World Best DE, SE, or Magic razor, you would not be in line to buy, based upon your bad experience.

Hope you get your problem resolved.

 

[damnfinecode]

Well thank you for the updates. And I’m sorry you’ve had a rough go of it. I’m positive Blackland will make it good.

On a more positive note. How’s the Bronze Bird shave? Metal impurity not withstanding, what’s you’re over all thoughts and impressions? After getting my Ti bird, I find myself a big fan of the product and thinking of buying the bronze.

Once I discovered a defect in the razor, I promptly contacted the Blackland support team and never used it until the issue was resolved. I am unable to provide any additional information and feeling. Thank you for your understanding.

 

[No1Up]

Once I discovered a defect in the razor, I promptly contacted the Blackland support team and never used it until the issue was resolved. I am unable to provide any additional information and feeling. Thank you for your understanding.

That’s a shame. I’m sure you’re very frustrated. October 3rd to October 21st with no resolution would be terribly frustrating.

I’d forget about the whole mess for a bit and have a good shave with it. I doubt Shane would have a problem with that and you can at the very least see if you like it. You might not. When you get your replacement, you can sell it NIB, never used. Or you might love it, and when you get the replacement you’ll be in shavevanna..

Just my thoughts on it.

Good luck my friend.

 

[damnfinecode]

Well if you got defective merchandise, or merchandise not as represented, I would move forward with CREDIT CARD DISPUTE, even if transaction was Via PayPal and you used Credit Card you are in position of power to get your refund. If you paid out of bank saving, checking, or Debit Card you are in poor position.

Maybe your problem was or is you are being too nice, too polite, maybe it is time to move to MAD MODE. I always start my battles slow and easy, but if necessary turn on nasty face.

Assuming at this point if Blackland comes out with World Best DE, SE, or Magic razor, you would not be in line to buy, based upon your bad experience.

Hope you get your problem resolved.

I paid for batch 001 using PayPal and would have preferred to request a refund with Shane's approval instead of unilaterally initiating a dispute. However, while posting yesterday, I also submitted a refund request through PayPal because Blackland had not yet responded to me. Then, things seemed to take a turn today. I believe I already own enough high-end razors, including the LASSC BBS-1, RS, and Paradigm. I don't mind potentially missing out on some great razors; what I want to do is peacefully defend my rights.

 

[DesertIguana]

I paid for batch 001 using PayPal and would have preferred to request a refund with Shane's approval instead of unilaterally initiating a dispute. However, while posting yesterday, I also submitted a refund request through PayPal because Blackland had not yet responded to me. Then, things seemed to take a turn today. I believe I already own enough high-end razors, including the LASSC BBS-1, RS, and Paradigm. I don't mind potentially missing out on some great razors; what I want to do is peacefully defend my rights.

Sounds like you got tired of being run around, like I said this drama is a good example of why I will personally never buy from Backland. Shane hyped the heck of the Batch 001's like they would be a Holy Grail Razor, that they were maybe Backland best offering. Appears the product you received, did not live up to the hype or your expectations. Good Lucky getting your full refund.

 

[Lane101]

I want to be clear that I don’t think OP is wrong. He’s right to be frustrated by the slow customer service he’s received lately. And I think his concerns about the product are understandable. I dropped the ball on communication and we need to better plan for customer service when I’m away since we’re short staffed. If we had been quicker to resolve this I don’t think he would have been frustrated. I’m sorry, OP. Will be emailing you tomorrow and fixing this.

Hi Shane, As someone who spent much of his career as a retail executive this is one of the best and most honest responses I've seen to a customer service issue. You should be congratulated for acknowledging and owning the issue.

One suggestion:

I took a look at the copy in the Workshop section of your website for the Batch 001 Bronze razors. The copy just notes that these razors will have a mirror finish. Someone who is not familiar with the details of Bronze compounds (C954 Aluminum Bronze in this case) might expect the mirror finish to remain pristine in similar fashion to our chromed razors. Especially since anyone looking up the C954 compound will see references to "excellent corrosion resistance"

Copy should be added to clarify this compound, while starting out with a mirror finish, will quickly show a patina as the metal reacts to its surroundings per you post #24 above. This will minimize future confusion.

Edit P.S.: I just saw the Batch #001 video from Shane. In this video Shane does note that this bronze will patina quickly even showing how the patina shows after one week. He does note that polishing should allow the patina to form evenly, which is not what we see in the OPs razor photos where there is uneven coloration. Ideal if this is added to the website copy also so any customer will know what to expect from this premium product.

 

[Lane101]

I understand that patina can form easily, but there are two conditions that cause it:

1. Under special conditions, such as highly acidic environments, it can develop very quickly.
2. Under natural conditions, it takes a considerable amount of time.

I don't believe that patina can form rapidly during transportation. I think this issue originated at the factory level and was shipped to customers without proper quality checks. I can accept that this razor might slowly develop a patina after I've owned it for a long time, rather than having defects before it was sent to me. I consider it a defect because I cannot be 100% sure it's patina; it could be caused by other factors.

Anyway, I look forward to the reply tomorrow.

We should trust that Shane knows his products. The issue here, per my last post, is that the web product listing for this razor should communicate that this metal will quickly develop a patina instead of just noting a "mirror finish".

Given that this is a one-off batch of 70 razors using this bronze on an experimental basis and that Shane has quickly acknowledged and owned the issue I don't see this as something that has a major impact on the brand. Blackland should update its website copy to better communicate the characteristics of this material.

P.S. Edit, Given that this is a $330 razor Blackland may also want to reach out to anyone who has already ordered one on this issue.

 

[wetshaver233]

No offence to anyone, but I find it amusing how folks who haven't spend more than $50 on a razor are very active and commenting on about a razor and sharing opinions when all they know is from what they have read on the internet and not from personal experience. It's like me replying to a thread where someone who bought a $200k car has some issues with it. Again, nothing personal, but that doesn't contribute with anything on the thread.

On topic:

I'm sure whatever is going on that Shane from Blackland will take good care of and that OP will either get a new razor, his razor fixed or his money back. That's all I can say about this.

 

[BradWorld]

I think the real issue here is that Shane went on vacation and did not setup proper communication protocols to handle customer service in his absence. Blackland is big enough now that he should have either had someone capable to respond to such issues. Or he should have kept up on his emails while on vacation. Or he should have put out ample and numerous communications that he was on vacation for two weeks. I am also a small business owner that sells a product predominantly online. If comms were really affected for two weeks, it should have been clearly noted beforehand on the website, facebook, other socials. Email auto response should have clearly indicated that Blackland was on vacation and there would be a delay in response. Any one of those solutions could have potentially avoided all of this frustration for the customer. Things go south. It happens. It’s how it’s handled that really matters.

Just to clarify I have, or have had, a number of Blackland razors, and have always had prompt response from them. But as a small business owner, I understand the situation from both sides.

 

[gdawg55]

This thread reminds me why I’m glad I don’t run a small business. No matter what you do there’s just no way to make everyone happy.

 

[Quaznoid]

When a brother is having a hard time with a retailer we need to back him up, not disparage the guy or make excuses for the seller. I am appalled by some of the responses that favor the vendor over one of our own.

 

[WetShaveVet]

When a brother is having a hard time with a retailer we need to back him up, not disparage the guy or make excuses for the seller. I am appalled by some of the responses that favor the vendor over one of our own.

Agreed.

 

[Blackland Razors]

When a brother is having a hard time with a retailer we need to back him up, not disparage the guy or make excuses for the seller. I am appalled by some of the responses that favor the vendor over one of our own.

I’ve owned this business for nine years and have been a contributing member interacting daily here for about half that time. A vendor isn’t some outsider preying on your group. I’m part of this community, too. Maybe that’s why so many people come to our defense.



That said, this is getting exhausting. I don’t like how this thread has painted the customer/vendor relationship to be adversarial. It’s not. We’re on the same side and share the same goals - a great product and a great experience. I agree with OP as I’ve stated many times before. He’s right to be frustrated and I feel personally bad that a customer had a bad experience with my company. It sucks. We process thousands of orders and every one deserves a perfect experience. We didn’t deliver and I take full responsibility for the problem and also the solution. Since I think I’ve said all I can, this will be my last post unless and until OP shares his concluding thoughts once everything is resolved.

 

[DesertIguana]

This thread reminds me why I’m glad I don’t run a small business. No matter what you do there’s just no way to make everyone happy.

You're correct, and it is not only the customer who sometimes is wrong, and it is the seller, recall one incident in my business were the of money was small I got shafted out of.

After that event I found out after talking to many people in my business, and a few photo news agency personal. BG who shafted me over a shall amount of money, was a weasel, lier, and last always liked find fault for reason to cut or not pay for services.

My way of dealing with him was simple, when his assistant called with a work offer, I said not available. One day the assistant call for BG, I said not available, BG got one phone, and asked why I was not available all the time for hi? I simply reminded him of our one deal, where he shafted me, and paid nothing. Said sadly based on that dealing, I can’t trust you to ever treat me right, others in our industry have also had negative dealing with you BG.

Never hear from the guy again, but he did laugh about the money he still owned me. He was pinching pennies, and screwing people over to make himself look good to his boss.

Right cant make everyone happy, even Santa Claus has a few unhappy kids who did not get what they wished for.

 

[No1Up]

I’ve owned this business for nine years and have been a contributing member interacting daily here for about half that time. A vendor isn’t some outsider preying on your group. I’m part of this community, too. Maybe that’s why so many people come to our defense.



That said, this is getting exhausting. I don’t like how this thread has painted the customer/vendor relationship to be adversarial. It’s not. We’re on the same side and share the same goals - a great product and a great experience. I agree with OP as I’ve stated many times before. He’s right to be frustrated and I feel personally bad that a customer had a bad experience with my company. It sucks. We process thousands of orders and every one deserves a perfect experience. We didn’t deliver and I take full responsibility for the problem and also the solution. Since I think I’ve said all I can, this will be my last post unless and until OP shares his concluding thoughts once everything is resolved.

Shane, you make a great product, your videos are very helpful and can say that you might have directly impacted my shaving and solved many of my problems I’ve had all my life. Thank you.

Thank you for making a great product.

Thank you for being a valued part of this community.

Thank you for taking care of your customers, and owning up to mistakes when made… we need more of that in this country if you ask me.

The OP is now being taken care of personally by Shane. I believe we need to back off gentlemen. There no need to stir the pot.

 

[DesertIguana]

I’ve owned this business for nine years and have been a contributing member interacting daily here for about half that time. A vendor isn’t some outsider preying on your group. I’m part of this community, too. Maybe that’s why so many people come to our defense.



That said, this is getting exhausting. I don’t like how this thread has painted the customer/vendor relationship to be adversarial. It’s not. We’re on the same side and share the same goals - a great product and a great experience. I agree with OP as I’ve stated many times before. He’s right to be frustrated and I feel personally bad that a customer had a bad experience with my company. It sucks. We process thousands of orders and every one deserves a perfect experience. We didn’t deliver and I take full responsibility for the problem and also the solution. Since I think I’ve said all I can, this will be my last post unless and until OP shares his concluding thoughts once everything is resolved.

Well Shane you took ownership of ther problem, apparently both parties are trying to resolved problem, and that is best thing that can be done. Last the reason the problem even happened needs be identified, measures put in place, to keep that problem from ever happening again. That is about all you can do at this point prevent further problems. JMHO.