New Blackland Era

just returning something you've used for a while and having the artisan eat the difference (since they'd be stuck trying to resell it as a returned/scratch & dent item) doesn't seem like a good idea.

If rampant return behavior was widespread, the policy would not last long. High end luxury razors are a very niche market, and customers interested in those items have a good idea of what they want and what they will be getting. In an interview in July, when asked what happens with all the returned razors, Shane responded that he has surprisingly few returns.

The open return policy is certainly a gentlemen's wager. It will be interesting to see if the significantly lower price point brings less "gentlemanly" customers. Perhaps  if enough Eras get returned, maybe Blackland would then offer a scratch & dent. It will be interesting to see. Early reviews of the Era look very promising.

I don't know what you do with returned razors but this *could* potentially help you cut down on wasted product, returns, labor involved in processing returns, shipping costs if you pay for returned items, etc..

This is probably an unpopular opinion amount the consumers here, but I've never understood why razor makers allow for no-questions-asked returns of used products for full refund. Is it nice for the customer to get a free trial run at something and just send it back if it it isn't a perfect fit, even if there's nothing physically wrong with the item they received? I'm sure it is, but that just seems like a surefire way for the artisan to lose money and be that much closer to not producing anymore. Its one thing if there's a defect, but just returning something you've used for a while and having the artisan eat the difference (since they'd be stuck trying to resell it as a returned/scratch & dent item) doesn't seem like a good idea.
Just my 2 cents, but something I've always thought. I'd be interested if any of the artisans that allow these returns have stats on if those people returning items end up replacing it with a new order from them for something different.

This could be true for actual artisans, but Blackland isn't one. I run it like a business so returns are baked into the business model and into our pricing. We track stats for returns and most customers come back for something else. If returns were to make us lose money on net, that wouldn't indicate a problem with returns - it would be indicative of a problem with the product.

It's very shortsighted to be frustrated by returns. There was a time when Blackland was extremely cash strapped and returns used to cause me a ton of stress because even a couple hundred dollars mattered at that point. But I understood then what has played out to be true - if a customer doesn't like the product, but loves the experience, they'll be back down the road when we make a new product that fits them better. If we had disallowed returns, those customers would be pissed off and would never come back. The old "fool me once.." saying.

The reality is that when people don't feel they can return something, they just won't buy it in the first place. I certainly won't. As a customer, I literally never consider buying anything that I can't return. I don't expect our customers to behave any differently.

We've had a return policy since day one and I'll never get rid of it. If anything, we might expand it in the future.

I actually didn't realize Blackland had a return policy like that! Was referencing a couple other producers that I know have offered that...

I actually didn't realize Blackland had a return policy like that! Was referencing a couple other producers that I know have offered that...

Yep! 30-days. Try it and send it back if you don't love it.

I don't know what you do with returned razors but this *could* potentially help you cut down on wasted product, returns, labor involved in processing returns, shipping costs if you pay for returned items, etc..

This is probably an unpopular opinion amount the consumers here, but I've never understood why razor makers allow for no-questions-asked returns of used products for full refund. Is it nice for the customer to get a free trial run at something and just send it back if it it isn't a perfect fit, even if there's nothing physically wrong with the item they received? I'm sure it is, but that just seems like a surefire way for the artisan to lose money and be that much closer to not producing anymore. Its one thing if there's a defect, but just returning something you've used for a while and having the artisan eat the difference (since they'd be stuck trying to resell it as a returned/scratch & dent item) doesn't seem like a good idea.
Just my 2 cents, but something I've always thought. I'd be interested if any of the artisans that allow these returns have stats on if those people returning items end up replacing it with a new order from them for something different.

This could be true for actual artisans, but Blackland isn't one. I run it like a business so returns are baked into the business model and into our pricing. We track stats for returns and most customers come back for something else. If returns were to make us lose money on net, that wouldn't indicate a problem with returns - it would be indicative of a problem with the product.

It's very shortsighted to be frustrated by returns. There was a time when Blackland was extremely cash strapped and returns used to cause me a ton of stress because even a couple hundred dollars mattered at that point. But I understood then what has played out to be true - if a customer doesn't like the product, but loves the experience, they'll be back down the road when we make a new product that fits them better. If we had disallowed returns, those customers would be pissed off and would never come back. The old "fool me once.." saying.

The reality is that when people don't feel they can return something, they just won't buy it in the first place. I certainly won't. As a customer, I literally never consider buying anything that I can't return. I don't expect our customers to behave any differently.

We've had a return policy since day one and I'll never get rid of it. If anything, we might expand it in the future.

I need to take you out for a beer Shane.

I need to take you out for a beer Shane.

I couldn't agree more!

CHECK IT OUT:
Metal 3D Printing

CHECK IT OUT:
Metal 3D Printing

Very cool acquisition. Desktop Metal is an interesting company to watch and they're definitely building momentum. Their metal printer uses a different, though similar, process than we use with the Era.

I actually didn't realize Blackland had a return policy like that! Was referencing a couple other producers that I know have offered that...

Yep! 30-days. Try it and send it back if you don't love it.

So how long does it usually take to get the money refunded after you received the razor?

I actually didn't realize Blackland had a return policy like that! Was referencing a couple other producers that I know have offered that...

Yep! 30-days. Try it and send it back if you don't love it.

So how long does it usually take to get the money refunded after you received the razor?

We currently only process returns one day a week so it depends on how soon any given return arrives after that refund day. This means it could be up to a week.

I acknowledge that this system is not ideal. We're working to improve the return system and that's another thing on the list for the coming months. New staff will help with this as well.

Yep! 30-days. Try it and send it back if you don't love it.

So how long does it usually take to get the money refunded after you received the razor?

We currently only process returns one day a week so it depends on how soon any given return arrives after that refund day. This means it could be up to a week.

I acknowledge that this system is not ideal. We're working to improve the return system and that's another thing on the list for the coming months. New staff will help with this as well.

So I sent a razor back and you got it last Monday and this is the next Monday after that. When does that make the refund day, don't answer your phone calls or your email.

So how long does it usually take to get the money refunded after you received the razor?

We currently only process returns one day a week so it depends on how soon any given return arrives after that refund day. This means it could be up to a week.

I acknowledge that this system is not ideal. We're working to improve the return system and that's another thing on the list for the coming months. New staff will help with this as well.

So I sent a razor back and you got it last Monday and this is the next Monday after that. When does that make the refund day, don't answer your phone calls or your email.

We processed returns today. Call responded.

Again, I have help, but when it comes to customer service it's still all me for the next couple months. I always call back, but I can't answer the phone every time it rings, unfortunately. Voicemails always get returned by me personally. Customer service is one of a few positions we're hiring for so that will be helpful.

Growing pains.