Merkur Customer Service

[strohman]

I have heard good things about Merkur customer service, but I never needed to look into it until this summer. I was using my Merkur Barberpole and noticed that one side of the head was very uncomfortable one morning. The blade was almost new, but I tried changing it and still had the same problem. I removed the blade and found that there was a small scratch on the head. It was very tough to see, but could definitely be felt while trying to shave.

I contacted the original seller to see if I could purchase a replacement head and he gave me an email address to Dovo/Merkur. I explained the situation and was told to send the razor in to see if it would need to be repaired or replaced. I shipped the razor off to Germany back in June and waited. Eventually I was told that the scratch had been caused by a drop on the floor and wouldn't be covered by a warranty. They told me that they were returning the razor to me.

I'm very disappointed in this lack of customer service. I have taken very good care of my razor and can't understand why they couldn't have replaced that part. I also can't understand why a fairly new Merkur was damaged to this degree when Gillette razors from 50 years ago perform like new!
I won't be giving Merkur any more of my money!

 

[kmain]

eh, I think your being a bit unfair to Merkur in this regard... I've had nothing but a fantastic experience with mine. If I ever broke it I'd probably not buy the same razor however.... so many different razors out there nowadays its nuts. Seems they did there job... they corresponded with you and told you of there findings... you didn't like the findings and came to the forum to complain.

 

[Mick]

It is obvious if a "ding/dint" was done after plating or before. tapping the razor against the sink or faucet can be done easily and can cause damage. If the damage is in the wrong place (at the shaving edge) it pretty much trashes the razor as a shaving tool. It does not matter what brand the razor is, if it gets whacked it is going to get dinged.

 

[sychodelix]

This is the problem with many current razors. Thin metal is very easy to damage by dropping or tapping it too hard against something. If you have a vintage razor with a brass base metal, it can take a car running over it to damage it much. This is why I do not buy anything but vintage, and definitely would not buy any newer razors without a brass base metal.

 

[Shave_Rat]

I've heard a few complaints on here about Merkur's lack of customer service, even in a few cases where the center screw on the head fell out of the head (several of those on the forum over all) and they responded with something similar. It does suck that they aren't more willing to work with customers, even if it's not an issue related to quality control. I really like the feel and action of my 34c, and keep looking at the 37c, but the various threads do make me wonder if I should look for a different slant from a different company.

 

[mmack66]

I've heard a few complaints on here about Merkur's lack of customer service, even in a few cases where the center screw on the head fell out of the head (several of those on the forum over all) and they responded with something similar. It does suck that they aren't more willing to work with customers, even if it's not an issue related to quality control. I really like the feel and action of my 34c, and keep looking at the 37c, but the various threads do make me wonder if I should look for a different slant from a different company.

Good luck with that. Most of the readily available Slant razors are made by Merkur. Hoffritz, Coles, and Pomco are all rebranded Merkur razors. Some say the vintage Slants are of a better quality than the modern ones, so you might try that route.

 

[brucered]

Good luck with that. Most of the readily available Slant razors are made by Merkur. Hoffritz, Coles, and Pomco are all rebranded Merkur razors. Some say the vintage Slants are of a better quality than the modern ones, so you might try that route.

tradere is coming out with one, but it will be too much $$ for me. there is also the Bakelite one from Italian Barber (not sure what the make is, it's a vintage one)

i'm holding out for EJ or Muhle. much better Quality Control and customer service then Merkur, at least based on my experience.

 

[retturn2blades]

Merkur has been on my "never buy" list for awhile. Too much bad feedback.

 

[Shave_Rat]

The price point on the 37c is low enough, I'll take my chances on it, most likely. Their razors don't seem to have problems often, it's more that if they do, you are pretty much stuck with it, they won't really help in the way of warranty replacement.

 

[eelhc]

Yet another good reason to stick with vintage razors.... I've not any razor that's made to the same quality my vintage Gillette's (fatboy, 3 slims and a super speed... looking to purchase more).

 

[dieselfuel79]

You're going to find QC issues with anything you buy, now and then. Search this forum and you'll find negative comments ranging from chrome peeling off of EJ's and not being replaced, to vendor's not offering refunds in some cases- but that same vendor offering refunds on another. Heck, even people with the new black iphone 5 are complaining about the black powdered coating scratching so easily on the side of the phone.

For those of you boycotting Merkur or EJ or a vendor because another person's experience- I suggest you try it out for yourself. You may be pleasantly surprised. If not, so be it.

Dovo/Merkur would not be around as long as they have been if their product and customer service has always been terrible. To the OP, I'm sorry to hear they didn't back their product. It would have left a bad taste in my mouth too. But I hear the slants are awesome!

 

[Teddyboy]

Did you actually drop your razor?

There have been several stories like yours. In fact, Merkur customer service has a pretty bad reputation, so I was surprised you wrote that you had heard good things. Anyway, I am sorry for your problem. Try getting a used one on Ebay or BST.

 

[TheLegalRazor]

Most modern razors are made from a zinc alloy, also known as "pot metal". It's cheap and soft. No matter how good the plating is, you still have a low quality metal underneath. Vintage razors are made of solid brass, which is much more durable.

 

[Vivasanti]

I just brought my 3rd merkur all of them have been plaqued by QC issues, my 38c had marks on it, my progress came with a massive scratch on the handle and 2 tiny specs of plate missing on the head.

this week I brought a 34c and it has a tiny ding on the head which has been plated over at least.

great razors but a lack luster finish, I wont be buying anymore as its just a lucky dip, if I didn't live in NZ I'd send each one of them back but its not worth the hassle.

 

[jrtaster]

Merkur has been on my "never buy" list for awhile. Too much bad feedback.

Considering the number of Merkurs made/sold (possibly more than the second and third suppliers combined??) is the complaint rate so terrible??

A rhetorical question, perhaps?

Also, the OP stated he noticed the problem "one day." Is it clear he DIDN'T drop or otherwise dent the razor himself??

If the damage was the result of some user error (and I'm not clear if it was or wasn't) what exactly would you guys expect Merkur to do/say??

I'm no apologist for Merkur, or any manufacturer for that matter, I am just curious as to just what B&Bers expect from the people who make the stuff
which fuels our various ADs.

 

[Gigster]

You're going to find QC issues with anything you buy, now and then. Search this forum and you'll find negative comments ranging from chrome peeling off of EJ's and not being replaced, to vendor's not offering refunds in some cases- but that same vendor offering refunds on another. Heck, even people with the new black iphone 5 are complaining about the black powdered coating scratching so easily on the side of the phone.

For those of you boycotting Merkur or EJ or a vendor because another person's experience- I suggest you try it out for yourself. You may be pleasantly surprised. If not, so be it.

Dovo/Merkur would not be around as long as they have been if their product and customer service has always been terrible. To the OP, I'm sorry to hear they didn't back their product. It would have left a bad taste in my mouth too. But I hear the slants are awesome!

+1


I've owned eight Merkurs (currently have four). I had one problem out of eight razors. Seeing some of the complains, on B&B, about their customer service I was expecting the worse and hesitated in contacting Merkur. I finally gave in and made contact with Merkur. I was shocked when the reply was, "I'm sending you a replacement part." Very painless process. I'll continue purchasing their razors.

All companies have warranty clauses on their products. They're there for a reason.

I wonder if Gillette will honor a warranty on one of my Fatboy's, which has major plating loss, a lazy silo door, and one side is more aggressive than the other. None of these issues are the result of user neglect or abuse.

 

[retturn2blades]

I've dropped vintage razors and did no damage except maybe minor scratches. If the OP slightly knocked his Merkur against the sink or faucet, the razor should survive. If not, it is inferior in my judgment.

 

[jrtaster]

I've dropped vintage razors and did no damage except maybe minor scratches. If the OP slightly knocked his Merkur against the sink or faucet, the razor should survive. If not, it is inferior in my judgment.

Possibly "inferior," but is it defective....like the OP should get a new razor??? And your razor is "vintage", which a couple of posters have suggested might be contructed of more durable brass.
I remain confused abot what the maufacturers" responsibilities should be if user error ( he dropped it or smacked it against the sink or faucet) is involved??

 

[phillylion]

Considering the number of Merkurs made/sold (possibly more than the second and third suppliers combined??) is the complaint rate so terrible??

A rhetorical question, perhaps?

Also, the OP stated he noticed the problem "one day." Is it clear he DIDN'T drop or otherwise dent the razor himself??

If the damage was the result of some user error (and I'm not clear if it was or wasn't) what exactly would you guys expect Merkur to do/say??

I'm no apologist for Merkur, or any manufacturer for that matter, I am just curious as to just what B&Bers expect from the people who make the stuff
which fuels our various ADs.

I personally would expect them to embrace the slogan that "the customer is always right"--not just for the customer's sake but for theirs. By building up positive feedback, they'd get even more customers. LL Bean is an example of going in the opposite direction. They take anything back, no questions asked, with no time limit. I'm sure they get a lot more business because of that policy. I had a problem with my 34C but instead of calling Merkur, I called West Coast Shaving, where I bought it. They encouraged me to send it to them so they could replace it, even though I wasn't sure it needed to be replaced. West Coast Shaving obviously believes that the customer is always right, and has established a great reputation for themselves.

 

[strohman]

I honestly didn't want a new razor. I was just hoping to get a new head, or just the bottom portion. I even offered to pay for that part of the razor so that the whole thing wouldn't be worthless. Since this is the Barberpole razor, a lot of the cost went in to the handle. I would be happy with keeping the handle and just getting the head replaced.
I have heard of stories where Merkur sent out a replacement part without even examining the razor, so I was disappointed not to get any help with my razor.

I just got the razor back in the mail today from Germany. They used DHL shipping with Delivery Confirmation and a much larger box than was needed for a broken razor. I wonder how much it would have cost to send just the replacement part instead? They also would have kept a customer.