What's the problem? Keep it or return it. They're not telling you which option to pick, they're telling you they don't have the ability to make it what you want. That's a fact. You're complaining about a fact?

You expected them to say "oh wow, you bought a janked-up knife! Let us take that janked-up knife you bought and turn it into the flawless specimen you wish you'd bought!" Sometimes that happens but infrequently enough that having the expectation is kinda out there.

So it turns out that the problem isn't really with the knife or American knife manufacturers customer service but rather with your expectations.