Hascall
Seven-year customer. Something has seriously changed at OneBlade.
I have been a OneBlade customer for approximately seven years. I own a Genesis razor, used Feather blades for years, switched to OneBlade’s Hi-Carbon blades when they became available, maintained blade subscriptions, and have historically been a very loyal customer. After my most recent experience, I will never purchase from OneBlade again. To be completely fair upfront: OneBlade ultimately gave me a full refund and told me I did not need to return the blades. I’m still leaving a one-star review because what it took to reach that resolution was one of the strangest and most unprofessional customer-service experiences I’ve had with a company I supported for years. My complaint began because the Hi-Carbon blades in my latest subscription shipment felt extremely dull. I shave my face and head every other day, and this batch was causing significant irritation, bumps, and an inability to get the close shave I’ve historically gotten from my Genesis. This was also the second time in roughly a year that I had experienced what I considered a substantial quality problem with a batch of these blades. I contacted OneBlade and explained all of this. Their representative, Drew, responded by telling me that OneBlade is aware that there can “occasionally be consistency issues with certain batches” of Hi-Carbon blades. Their proposed solution was to send me 30 Feather blades for free. I responded that I had used Feather blades for years before Hi-Carbon was introduced and specifically questioned why going back to the older blade would be an appropriate solution when I had switched to Hi-Carbon for what I understood to be its improved performance. That question was never answered. I subsequently told OneBlade I was done and asked to return my recent shipment for a refund, with OneBlade paying the return shipping because my complaint concerned the quality of the product. Instead, I received what appeared to be a generic response directing me to their standard return portal, where return shipping would be deducted from my refund. That’s when this became ridiculous. I repeatedly explained that I wasn’t returning blades because I changed my mind. I was complaining about their performance, after OneBlade itself had just acknowledged occasional batch consistency issues. All I wanted was a prepaid shipping label and a refund. Over the course of the ensuing email exchange: • I repeatedly requested escalation and was initially told there was no additional management level available. • I was subsequently told that my complaint had been “escalated” to the same person, Drew, who had been responding to me from the very beginning. • OneBlade claimed that I had expressed that I “prefer the Feather blades.” I had never said that. In fact, I had questioned why I would go backward to them. When I challenged this, Drew acknowledged that I had not actually said I wanted Feather blades and apologized for making that assumption. • Despite acknowledging that correction, the same response again characterized Feather blades as my “preference.” • Drew then addressed me as “Michael.” My name is Hascall, and he had correctly addressed me by name throughout the preceding correspondence. • More importantly, I was told my purchase was “well outside” OneBlade’s stated return period. My order had been confirmed July 31 and delivered August 5. We were having this conversation in August. • When I repeatedly requested escalation, Drew’s email signature initially read “OneBlade Support Team.” Later in the exchange, after I challenged the assertion that there was nobody else to escalate my complaint to, his signature changed to “Executive of Customer Support.” I have screenshots of both. I have no idea what the internal structure of OneBlade’s customer-support operation is, so readers can draw their own conclusions from that. The entire conversation became a bizarre cycle of me addressing specific statements, receiving responses that either didn’t address them or contained new factual inaccuracies, correcting those inaccuracies, and receiving another response reiterating essentially the same options. I’ll also be completely transparent about my own behavior: by the end of this exchange, I was angry and I became rude. I’m not going to pretend otherwise. Some of my final emails were insulting, and I own that. OneBlade issued a full refund, told me to keep the blades, and asked me not to make any future purchases because they did not believe they would be able to “meet my expectations moving forward.”