TOPIC: Worries of a new customer

Hello everyone !

I hope you all got a very good Christmas,  with a lot of lightsabers under the tree

I come to you today as a happy newcomer, as I recently made my first order to Saber Forge. I am currently in the hard process named "waiting", I think you can all understand my feeling

I would like to have a few feedbacks on some common issues we might have as customers. Your experience can be very interesting !

- I made my order on the 19th of December, for a gorgeous Reliant Saber. I discovered the way of customizing the Saber as I making the order, and picked all the options. I confirmed the order, and kept watching video reviews to satisfy the need
- Hearing the comments made on those videos, I realised the hilt finished I picked in the menu was not the right one, so I went back to my order to change it, only to discover it was impossible.
- Immediately, I sent a mail to This email address is being protected from spambots. You need JavaScript enabled to view it. to apologize for my mistake and kindly ask them this small modification to the order when it was still time to do so.
- 4 days later, on the 23rd, I finally received a response from them, telling me to... adress my question through their Etsy message box. At this point I started to worry because I never made my order through Etsy but Saberforge.com so I did not understand why I was getting this answer.
- Anyway, I did as they said and wrote another mail to them on Etsy explaining that I was told so by This email address is being protected from spambots. You need JavaScript enabled to view it.
- 2 days later, I got an answer from Etsy, saying... to inquire directly to This email address is being protected from spambots. You need JavaScript enabled to view it. !
Time was starting to fly and I began worrying about my request never being taken into consideration.
- I wrote another mail to This email address is being protected from spambots. You need JavaScript enabled to view it. explaining the situation and asking what I should do.
- Six long days have elapsed since this last mail, and I had no response from them to reassure me. In the meantime I asked if i had to worry to the community manager on Facebook,  but he also told me to send a mail to This email address is being protected from spambots. You need JavaScript enabled to view it. . ....

So I would like to know, from your experience, should I worry about this situation ? I feel like I am being avoided by the customer service, even though I know they have a very good reputation, which adds to my confusion .
Did one of you manage to make a modification to an order ? I know it shouldn't be done, but as I requested it just a few minutes after my order I think this is quite acceptable, don't you think ? This also was my first order and I didn't mean to be disrespectful of the great job they accomplish everyday.
I am doing all those procedures from France where we have a 9 hours difference on the clock, adding to the stress I feel. This order is a pleasure for me, but represents a lot of money and I am very worried about spending so much and waiting so long for getting a Saber with a frustrating finish because I made a small mistake.....

Anyway, I would like to hear what you feel as happy customers of saberforge, so you could maybe reassure me about this silence

Thank you very much !

Enjoy your last days of 2015, and ... may the forge be with you !

Don't worry about order modifications, they happen all the time (via email)! Odds are your order won't even really be scrutinized until your turn in the construction queue comes up, and if there's any difference in cost they also have ways of correcting that.

With all of the confusion of the holiday season, moving to a new building, and hiring two new customer service representatives, it is probably a bit hectic over at Saberforge still. That's probably why you're getting conflicting messages about who to contact. The correct address is This email address is being protected from spambots. You need JavaScript enabled to view it. in this case... I would probably follow up on that second email if you have not received a response. Odds are it's not sitting in spam since you received one before.

Out of curiosity, what was the mistake you made in your order?

Hello Snakeeyz !

Thank you very much for your quick and kind answer. it put a huge smile on my face !

I hope all of this is due to the holiday season as you say and that they will soon be able to reassure me by mail.

To answer your last question, the mistake made was I picked the "WEATHERED" option for my hilt, and it turns out that this one is BLACK WEATHERED. Really darker than what i could expect from the pictures. So, after watching the reviews, I could see that the one I really liked in the beginning was called GREY WEATHERED. I needed to change that.
Also, several reviewers of SaberForge sabers on YouTube seems to agree on the fact that the LIME GREEN feels more realistic than the regular GREEN. Another detail that i could not guess with the pictures on the website. I like to rely on feelings people have, advices.

That's all

I will keep this thread updated with saber forge answers. Who knows, it might help someone in the same situation one day !

Hello Tazendeuk!

Welcome to the forum, as you have found out the people here are great and will gladly assist others when they can, thanks Snakeeyz99!

I look forward to seeing your new saber when it arrives, and hope it exceeds your expectations (mine did).

Don't forget to announce yourself on the New Members Introduction page! We like to meet new saber fans!

Happy New Year and MTFBWY!

For Tyeth

Same thing happened to me. I emailed them the same day I placed the order. Have not heard back yet.

Wanted the weathered finish instead of the standard.

Not really concerned since I know they have not even started making my sabre yet.

But I understand since you are in a different country.

For Tyeth wrote: Hello For Tyeth !

Thank you very much for your warm welcome. I just followed your advice and introduced on the thread
macemontanawindu wrote: Happy to see I am not alone and that the post can help people out ! Let's both update this thread when we have some news I hope this will be ok for you too

Tazendeuk- Not sure if someone else has mentioned this yet.. but Saberforge recently hired some new customer service people, and Knytiri here on the forums (who is Customer Service Manager for SF) is still in the process of training the new hires. It could be that the reason no one has replied to you yet is because they've been in training and haven't had a chance to get to emails.

Not to mention that with all the issues lately (site migration, bot invasion on the forums, problems with USPS), customer service probably has a pretty good backlog of emails they need to catch up on. Just be patient, things are crazy right now, but they'll get back to you.

EDIT: I see now that someone has mentioned all of this already. Sorry for the re-hash.

Hello Afadir !

Thank you for the precisions. I learnt some things and I get a better idea of the situation.

By the way, where do you guys get those intern informations about what is going on in the company ?

Knytiri came on the forum over the weekend to introduce them, and they posted in a few threads themselves, as well as helping to fend off the SPAM BOTs which were pretty aggressive for a few days.

We sometimes appear with magical updates.

And cupcakes.

But no cupcakes this time.

Knytiri wrote:
Well, I feel better knowing I did not miss out this time!

There was an update on the ASP Kickstarter a bit back with some info as well.

https://www.kickstarter.com/projects/1621134222/adaptive-saber-parts-make-your-dream-lightsaber-a/posts/1444051

Aaaaand that's it !

I got my response and it's positive
Despite the little confusion in the beginning, they have been very professional and very kind in their explanations ! I am a happy customer

Now the long wait begins, for good.
So.... who said Cupcakes ?