Can't speak to the retailer you mention (and it sounds like your problem is with them), but I'll second SgtMike's comments about Bark River. You'll rarely find a more customer-oriented company than Mike Stewart/Bark River – and they produce good knives at a reasonable price.
(I have no affiliaton with BRK&T)
Dan
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"Things that have never happened before happen all the time." — Scott Sagan, The Limits of Safety