Rockwell Razor Service and Support Rocks!

I had already posted this in the Men Essentials liquidation sale thread but I thought it deserved a thread of its own. If you didn't see that thread what happened was I bought a Rockwell 2c from Men Essentials for 40% off and when it arrived it had damaged thread essentially rendering it non-functional. I sent ME an email and then contacted Rockwell - here's the post of my experience.

I sent an email to ME yesterday afternoon and still have heard nothing.

The good news is that I sent an email to Gareth at Rockwell this morning at 06:37 MST and received a response from Grigori at 07:17 MST telling me that they would take care of it and I received a shipping notice for the replacement razor at 08:11. I don't believe I have had better, faster service for a quality defect issue ever.

I've got to hand it the whole Rockwell team. Right from the start they set out to make a superb razor and they've stood behind it every step of the way through the early production issues all the way through to one off quality issues like mine on a razor that I purchased from a third party vendor. Thats how you build a great product and a great company. I've always said, its not whether problems arise, (because they will) its how the problem is handled that separates the successful companies from the rest.

I got my first Rockwell 6s about a year and a half ago at the suggestion of my friend Aurelian28 and it has quickly become the number 1 razor in my collection. I bought a 6s for my son and its his go to razor now. I bought another one as a backup because you never know right? I got a 6c in the kickstarter campaign and gifted that one to a friend because you have to spread the love right?

Thank you Rockwell you guys rock!

I don't think I have ever had poor customer service in the wet shaving world from any vendor. Usually an email explaining the issue and it's rectified that day or the next day with replacement hardware and or software.

This is one market where exceptional customer service seems to be the rule and not the exception.

I agree steeleshaves but this instance was ridiculously fast and well handled. As far as general experiences in the wet shaving world, both artisans and vendors, I've had very few issues and they've almost all been very well handled. That said, I still haven't heard anything from Men Essentials regarding the razor that they sold me.

I have had one bad experience dealing with wet shaving vendors, artisans, etc and it happened to be with a very popular vendor (I think a couple years ago there was a thread on it) anyway, by all accounts most folks love this vendor. My experience was bad enough to never spend another dime with him. (And no it wasn’t Douglas) Haven’t bought his razors or soaps since. I figure my wallet speaks louder than my voice sometimes Other than that encounter, as you said, nothing but great support and customer service from vendors in this market.

I have had one bad experience dealing with wet shaving vendors, artisans, etc and it happened to be with a very popular vendor (I think a couple years ago there was a thread on it) anyway, by all accounts most folks love this vendor.  My experience was bad enough to never spend another dime with him. (And no it wasn’t Douglas)   Haven’t bought his razors or soaps since.  I figure my wallet speaks louder than my voice sometimes   Other than that encounter, as you said, nothing but great support and customer service from vendors in this market.

Funny you say that. It triggered my memory that there was an incident I had that went along the same lines as yours. A very popular vendor that everybody seems to like. They continue to grow and apparently prosper so its possible we just got cross threaded but it left me with such a bad taste that I refuse to buy from them no matter what. They could be selling Wolfman razors at a discount and I'd pass. Maybe those vendors exist so that we remember what a bad experience is and don't take the good vendors/artisans and their excellent service for granted?