Complaints

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 28th, I purchased a saber from this company, SaberForge. My ****** is my order number. When I received the item on March 3rd, I found a defect in the product. The charging port was loose and wires were exposed....which is not supposed to happen. As per instructions on their website, I had to complete an RMA form, which is essentially an repair authorization from and sent the item back to them. According to *** tracking, they received the item on March 7th. It was sent back to their address on ********************************************************************************. Since that time, I have made FOUR attempts to contact them by email to check on the status of the repair.....I've never heard back from them. I spent a total of $613.60 on this item. And I just want to know that that if they have no wish to contact me or repair the item, that to refund my money. I have done previous business with this company and I'm pretty much satisfied with the other products I've bought from them. This is not right!! Of all the business I've given them, they choose not to respond. If they cannot assist me, then please REFUND MY MONEY to which I will no longer contact or do business with them ever again!!!

  Business response

  03/31/2023

  This customer had a ******************** that needed a repair. We informed the customer numerous times that our process can take 2-4 weeks on March 7th, 2023. We have honored our warranty and fixed this saber without cost to the customer. The repair was completed prior to four weeks and was shipped back to the customer on 3/29/23, *** Tracking number 1Z7A939W0394140916. We recognize that this customer has been very loyal and will be reaching out to make amends. Company policy does not allow for a refund given the nature of our product is custom to order. Our warranty policy can be found at the following web address: *************************************************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son purchased a lightsaber from this company in July with the expectation it would ship within 2 weeks. After nearly 2 months it was shipped and arrived broken. When we asked for a full refund the company refused to allow us to return the product for a refund. They only offered a repair or in-store credit. When my son reached out for the shipping label they told him they would send it took over a week to get a response again. With every subsequent communication it took the company days to respond and when they did they were unhelpful. Once we finally received the email with the shipping label we sent the item back right away. It has now been over 3 weeks and they wont return any of our emails. We have confirmation the item was received by the company. We want our FULL purchase price refunded. We do not want the broken lightsaber. They kept saying it was a custom item but it wasnt.

  Business response

  09/20/2024

  Hello! 

  I am so sorry for the experience with this purchase.Sadly the nature of our products do not allow for a full refund. This policy can be found on every product page, is provided at checkout, and links to this policy can be found in our Terms and Conditions as well as the page specifically regarding returns. 

  Based on the internal review, I see that the customer was also sent a gift card for a future purchase should they choose to place another order at a later date. **************** also provided a return shipping label and provided links regarding our policies within the bodies of their emails. I found that the customer was able to return their item to us for repair and it was sent back to them in November of 2022. The issue that caused this needed repair was lost screws, and the items removable parts becoming lodged in the saber requiring our services to assist with the problem. To date, this saber has not been returned for any further assistance or repairs.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The estimated time for processing the order was between 15 and 18 weeks. It has now been over 12 months since I placed the initial order and have yet to receive the product. When I tried, on multiple occasions to contact the customer service department, it took well beyond their 2-5 day timeline to respond to me. I am requesting immediate delivery of the agreed upon substitute goods or an immediate refund of my money on order #****** for failure to perform their contractual obligations.

  Business response

  09/20/2024

  Hello!

  I am so sorry for the experience with this purchase. Upon review of this order from 2021, it appears that our customer service attempted to make amends for the situation by providing store credit. The issue of the time was longer than normal wait time for response when emailing for assistance with an order. The order was placed on May 7, 2021 and shipped on June 18, 2021. Based on communication, I see that the case was closed internally. Since this time, it appears the customer continues to purchase with **********************.  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product from Saber Forge. After 4 months and numerous emails, I received the item not in working order. I filed a dispute with my CC company. That ultimately made SaberForge take notice and they agreed to repair the product so I dropped the dispute. I have not received the repaired item back and haven't had any response. I tried to dispute the charge again but since it was already in chargeback when I canceled, it cannot be disputed again. According to the CC company, this is a tactic used by business to scam customers money. DO NOT BUY FROM THEM.

  Business response

  09/30/2024

  Hello,
  I have reviewed this complaint. The customer placed an order on October *********. Our lead times at that time were ***** weeks to the date of shipping due to the extremely high demand for our products. We were also only open Monday through Friday which can compound issues when there is a higher-than-normal correspondence volume. The customer emailed asking for a status and confirmation of their order in November and customer service responded within two days sharing what to expect in terms of lead times. This order shipped within 15 weeks on January, 26 2022. 
  When the customers Guardian MK3 with Vet electronics arrived, it presented with issues. The customer reported blade would cause the ******************** to malfunction when installed. The customer contacted us for assistance and was provided with a prepaid label to send the saber back to us for correction or replacement. Once the saber arrived, our staff inspected the item and found only the blade needed to be replaced. A new blade was issued and mailed with the saber. 
  I am limited to the available information regarding this order. While I am unable to do much to amend how this situation was handled at the time, I would like to extend my deepest apologies for the inconvenience endured with this order. The customer service staff and process have changed since 2022; such problems are unacceptable and are now resolved in a timely manner. 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩