Large Fierce Mammal

A choice I’m disinclined to make, even as it becomes progressively more common. (LFM Photo)

Grohmann Knives (GK) designs and produces its excellent line of outdoor and kitchen cutlery from its factory outlet in Pictou, Nova Scotia. If there’s anyone who owns and uses a Grohmann knife anywhere in the world who can utter a substantive criticism of its quality and craftsmanship, he or she is a rare beast indeed, and as I go through the world in my travels, the sight of one of their characteristic pouch sheaths dangling from someone’s belt is a notably common thing. Even in this day where a set of nail clippers is deemed too dangerous a weapon to be permitted aboard a commercial flight outside of checked baggage.

A family run business, GK has been at it for more than 50 years with a history that stands as representative of all truly great success stories that had their genesis in the aftermath of the social meat grinder that was World War II. Old World craftsmanship meets turmoil and uncertainty and, with a family to protect and raise, finds a new beginning. As often as not, the outcome is a wonder to behold, and so it was with Grohmann Knives.

I give you this personal view without reservation, and most particularly so you will understand that the spirit of what follows is not one motivated by rancour. None of this is offered as a recommendation that anyone should steer clear of Grohmann Knives, but rather in the hope that it might serve as a wakeup call to the company’s management.

The net cost of my decidedly negative experience carried a price tag totalling $32.00 Canadian plus the 15% Harmonized Sales Tax (HST), so $36.80 CAD overall. Not an amount I would be inclined to quibble about considering the quality of the product I was wishing to purchase, but the manner in which the matter was handled as it made its way from sales staff and (allegedly) upward to the company President, should be an item of concern as it implies Grohmann customer service has, at least in my case, become contaminated with the same blasé incompetence that characterizes the way things are done in much of the business world today.

No.4 “Survival Knife” with sabre grind – click to enlarge (Source: Grohmann Knives)

My saga began last Autumn, and initially didn’t involve Grohmann at all. A knife design grew from an afternoon discussion with my Esteemed Friend Peter Thompson that was initially intended to be built from the ground up from a carbon steel blank. As our back and forth discussions progressed through into the new year, I found myself one day holding my Grohmann No.4 “Survival Knife” in my hand as a light bulb switched on in my head. The profile was perfect for what we had in mind but for a few characteristics that a nip here and a tuck there would bring into line with our vision.

I knew GK offered some of their more popular knives in the form of a kit that included everything required for the customer to build a knife to their tastes. I also knew they offered some of those self-same popular designs with two options that would be ideal for our project – carbon steel instead of stainless, and flat ground (the cross section of the blade tapers from the spine to the edge) instead of what GK calls “regular sabre grind” (the cross section of the blade is flat for some distance from the spine until it begins to taper toward the edge).

Checking the Grohmann website, I found that the No. 4 Survival Knife was available in kit form in BOTH regular sabre grind AND flat grind at the  price of $97.50 + HST for either variant. Presumably in stainless for both.

No.4 kit with flat grind blade, collected from the GK website on 5 June 2016. Click to enlarge. (Source: Grohmann Knives)

I noted that the No.4 knife in fully finished form sold for $130.00 + HST for both the regular sabre grind and flat ground versions, and that an option they called “custom flat grind” could be had for an additional $25.00 + HST. None of these prices turned us off in the slightest, and it appeared that the “custom flat grind” option might just be the ticket – a flat grind #4 in carbon steel. At this point, all help from the GK website ran out and there was nothing for it but to consult the company directly for answers and prices.

On the morning of 21 January 2016, I submitted this by way of the GK “Contact Us” form:

This is an inquiry into variations of your excellent #4 Survival knife. I have owned and used a #4 in the originally offered configuration – stainless, sabre ground, rosewood scales – since back in the last century, and would recommend it to any outdoorsman (or woman), hardcore or no.

I have a few questions with respect to the flat ground and “custom” flat ground versions of the #4.

First, what is the difference between the two? I’m thinking differences in fittings, steel, and finish, but I ask because of my next question below.

Secondly, looking at photos on your website, I detect a couple of subtleties that could simply be a question of lighting and contrast, but here goes. The image at http://grohmannknives.com/index.php/products/outdoor/hunting-knives/4-survival-detail#vm-additional-images[product]/1/ gives me the impression that the flat ground blade is just as it says – flat ground, with all that implies. By contrast, the image at http://grohmannknives.com/index.php/products/outdoor/hunting-knives/4-survival-detail#vm-additional-images[product]/3/ appears to show a transition from flat grind to convex grind as the edge approaches the tip. This would make sense to me if an overly fragile and thin tip in this blade profile is to be avoided, and the exceptional heft and balance of the sabre ground model is to be retained.

I look forward to any and all enlightenment you can provide in this. Having never physically examined even a single flat ground #4, I beg your indulgence.

Thanks and best regards,
Randy

The answer was prompt and courteous, arriving less than hour later from Melody whose email signature said she works in “shipping and receiving”:

Hi Randy,

The flat grind and custom flat grind are the same.  When the carbon steel knives have the flat grind blade we call that custom flat grind blade.  If you are looking to purchase a knife that is basically used for hunting I would suggest going with the sabre grind blade as it is a thicker blade compared to the flat grind blades.

best regards,
Melody

Just what I thought! Now, since the project was best served by acquiring ONLY the flat grind carbon steel; i. e. “custom flat grind” blades, and not including a lot of bits that would normally be supplied with the kits (we didn’t need them so they’d go to waste), the next question was how much and when? On the evening of 21 January 2016, I wrote:

Thank you Melody,

That answers my questions.

Is it possible to purchase flat ground carbon steel blades without handles, as you deliver blades in kits? If so, what is the lead time and unit cost?

Thanks,
Randy

On the morning of 25 January 2016, Melody replied:

Hi Randy,

Yes, you can purchase just the knife blade without handles.  If it is the #4 survival knife with flat grind, carbon steel the retail price is $89.75.  If you wish to purchase the rivets they are .50 cents a pair.  It is an in stock item so can be shipped out anytime.

best regards,

Melody

I happened to be at my desk, and so replied within minutes:

Thank you Melody,

I have reason to be in Pictou in the next few weeks to see a client located within a stone’s throw of your establishment. I’ll come and see you personally.

Thank you for all your assistance,
Randy

The Gods laugh at he who dares speak his plans aloud, and so events conspired to prevent my going to Pictou until four months later, on 27 May 2016. I had every expectation that in the interregnum that lay between then and my last contact with Melody, a price increase was likely. Instead of writing, I opted to call the number included with Melody’s email signature and ended up talking to another woman who told me Melody was busy assisting a customer. I told her who I was and what I was calling about. As to availability, she told me she’d have to refer that to Melody, but with respect to price, she didn’t think anything would have changed since January saying, “We haven’t had any price increases.”

I left a request for Melody to get back to me and thanked her for her time.

About an hour later, Melody called me back to confirm that the two blades I wanted were still in stock at the previously quoted price, and since I intended to pick them up personally, they would be held at their sharpening counter.

Excellent! Such attention to detail and knowledge of product! What could possibly go wrong? As it turned out, plenty, because of everyone involved in the matter, I soon discovered I was the only one who actually knew what we were talking about.

Arriving on the day, I again dealt with a woman who wasn’t Melody but who knew I was expected and quickly fetched the blades for me. On inspection, I just as quickly learned that rather than being made in the “custom flat grind” pattern, they were the “standard sabre grind” in carbon steel. That not being what had been ordered, I had to reject the blades pending delivery of the correct pieces.

On the morning of 31 May 2016, Melody left a voice mail message for me stating that the correct blades were now ready for my choice of pickup or shipment at a price of $105.75 + HST per blade , the price increase being because they were a “custom item”.

In keeping with my personal 24 hour rule, I waited until the following day to reply in an email that included all that had previously passed between us:

Hello Melody,

I am writing in response to the message you left for me yesterday advising that the two blades I ordered are ready to go. Prior to my last visit, I had called and ended up speaking with someone else because you were busy serving another customer, and I specifically asked if the price quoted in late January was still in force. I was told that it was as there had been no price increases. In your message, you stated that the price is now $105.75 per blade because of their being a “custom” item.

I would ask that you refer to the correspondence below in which the custom matter was discussed. Has there actually been a nearly 18% price increase or has there been some mistake?

I await your reply. If we can get to a resolution on this, I do plan to be in Pictou again tomorrow.

Regards,
Randy

The day passed, and I was en route to Pictou (a two-and-a-half hour drive from my base that I stress was motivated by other business and offered Grohmann as merely a target of opportunity) when a reply arrived from Grohmann, sent in Melody’s stead by someone who deigned to offer identity:

Good day,
Sorry for the mixup. The regular grind blank is $89.75 item #G4C. The carbon flat grind is $105.75 item #G4CF. Carbon flat grinds (as per the website, price list etc) are always custom as they are done by hand just when the order is placed, whether the knife is finished or purchased as a finished blank as you can see online. Please let me know or whoever you place an order with, the item number, then you will be sure to get what you need.
Let me know if you are still interested and we can get them made up for you as it will take some time.
best regards,
GROHMANN KNIVES LTD
PO Box 40, 116 Water St, Pictou NS B0K 1H0
Ph 1.902.485.4224 Toll Free 1.888.7.KNIVES
Fx 1.902.485.5872

Seriously? I stopped using the Tim Hortons Donut drive through because of a clear inability to get even the order of a single cup of coffee right better than half the time, and now this?

Seeing where this was clearly going, I dropped Grohmann from my day’s schedule and replied to my unidentified correspondent:

To Whom it May Concern,

Thank you for your reply.

Because your email only contains this morning’s response to the voice message Melody left for me yesterday, I am going on the assumption that you are not aware of the details. For clarity then, I am providing the relevant portion of emails that passed between me and Melody in late January of this year.

In my initial inquiry on 21 January 2016, I wrote, in part:

    “This is an inquiry into variations of your excellent #4 Survival knife ….
“I have a few questions with respect to the flat ground and “custom” flat ground versions of the #4.
“First, what is the difference between the two? I’m thinking differences in fittings, steel, and finish ….”

In her reply to me later the same day, Melody wrote:

    “The flat grind and custom flat grind are the same.  When the carbon steel knives have the flat grind blade we call that custom flat grind blade.”

In response to her input, on the evening of the same day, I replied:

    “Is it possible to purchase flat ground carbon steel blades without handles, as you deliver blades in kits? If so, what is the lead time and unit cost?”

On the morning of 25 January 2016, Melody replied:

    “Yes, you can purchase just the knife blade without handles.  If it is the #4 survival knife with flat grind, carbon steel the retail price is $89.75.  If you wish to purchase the rivets they are .50 cents a pair.  It is an in stock item so can be         shipped out anytime.”

As you can see from this, there was absolutely no ambiguity on either part with respect to the blades I was interested in, and from Melody’s final reply, I must assume that had I made the order on the spot, I would have paid the quoted  $89.75 + HST per unit. You will note that she told me the blades are “an in stock item”, and not something requiring special measures to deliver.

My intention was to purchase them in person within a few weeks of Melody’s last reply, but matters conspired to keep me closer to home (I live in Bridgewater) until this past week on Friday, 27 May 2016 when I dropped by your shop to pick up my order. Because of the four month gap in time since I received Melody’s quote, I made a point of calling the day before to confirm both that the blades were in stock, and that the price hadn’t increased. The woman who answered told me that Melody was busy with another customer and would pass along that I had called, but in answer to my price question she told me herself that the price should be the same because, “… we haven’t had any price increases.”

A little later in the day, Melody called me back to confirm that the blades would be ready, and the price hadn’t changed.

Arriving on the day, and inspecting the blades, disclosed that they were the sabre ground version rather than the flat ground, none of the correct ones were in stock, and so the matter had to be referred back for pickup of the correct items on my next visit to Pictou, which is scheduled for tomorrow.

I hope from this you can understand why I’m calling this situation into question.

1. I was abundantly clear in describing what I was looking to purchase.
2. Melody was likewise abundantly clear both in confirming her understanding of what I wanted and the price it would be sold at.
3. Before actually placing my order last week, I called to confirm availability and price. I was told the blades were available and the price would still be as quoted in January.
4. On the day I came to pick them up, I was handed the wrong blades and now told I must pay $16.00 more per blade to get the right ones.

In all candour, and with all respect, if I had been quoted the higher price to begin with, and told they were a custom item rather than “an in stock item” that is simply referred to as “custom”, I wouldn’t have had a problem. Without rancour here, what I feel is happening is that Grohmann Knives is unwilling to honour a written cost quotation in favour of giving the customer no option but to be out of pocket for a grievous error on the part of one of its employees. More than one error actually because my correspondence and telephone conversations with Melody have been far too clear on all aspects of this deal for, “Sorry for the mixup,” to explain where the rubber left the road and improve my mood.

In conclusion, I’m still interested in the blades, but only at the originally quoted price. There certainly was a “mixup”, and you absolutely should be sorry for it, but notwithstanding $32.00 + HST isn’t a lot money, it’s being asked for to cover a mistake not of my making, and that I’ve taken every step that would normally be considered necessary to avoid.

I would strongly urge you to reconsider your stance in this, and absorb that $32.00 + HST as the cost of a lesson learned.

Please let me know if I should call on you tomorrow.

Sincerely,

Randy L Whynacht

Predictably, this was the reply:

Thank you for your email inquiry.

After checking with the president in the office unfortunately we are not able to assist with a lower cost. There has been no blank price increases in years. In the store and price lists, the costs are #G4C $89.75 and #G4CF $105.75. Understandably it is too high of an increase if you were expecting lower. We will cancel your order inquiry, sorry this did not meet with your expectations.

Sincerely,
GROHMANN KNIVES LTD

“After checking with the president in the office unfortunately we are not able to assist with a lower cost.” Reading those words, I could hear the voice of my Mother reminding me of the perils implicit in dealing with the monkey instead of the organ grinder.

So, to recap, if the price increase from $89.75 to $105.75 had been stated at the time of my last inquiry, I would not have contested it. Further, if even on receiving Melody’s first quotation in January I had placed an order to be shipped and subsequently been told she had made a mistake in the price and it was actually $105.75, I still would have placed the order. Mistakes happen, even to the most fastidious.

What made $32.00 + HST worth my time was laying this out as a caveat that might improve Grohmann’s customer service going forward. I refer you again, Goode Reader, to the sign at the top of this article, that while intended by its creators in a humourous vein, represents an ironic humour I see year after year to be more representative of truth than either irony or humour. In this moment, I still would recommend anything Grohmann makes insofar as it can be purchased over the counter, but would urge caution if price quotes must be sought. Clearly, the monkeys don’t know what they’re talking about, and the organ grinder could care less.

I fear that, as so often happens as family businesses pass down from the hands of their creators to following generations, Grohmann Knives may be forgetting one critical fact – the most important asset of a business is the customers it HAS, and not those its latest trustees harbour hopes to obtain. Growth needs something to build on, and even the hard won reputation of a half-century or more can be dismantled in a month with the wrong hand at the helm.

It’s entirely possible that my experience has been an anomaly that in no way represents the Grohmann Knives way of doing business, and I sincerely hope that’s the case. Until I see otherwise though, I’ll be inclined to doubt it.