zackwhite

Look at my above post.

I am sorry to hear that your first purchase from Zack White was not a pleasant one. Although we have been a supplier to the leathercraft trade for over 58 years, we are still a small company who is famaliar with the struggles one has in today's economy. We almost always ship our shipments via UPS because we can track them, and their service is usually very reliable, but in some markets, UPS has increased their rates to the point that small shipments are expensive. Rural and non-business areas are expensive to ship to via UPS, but being able to track a package is a big plus. Our shipment rates are set by UPS. We use their program for shipping packages, but we do add a small handling charge to help cover our costs. Normally, we do not have a problem with the rates, but when the amount is small, the percentage of freight to merchandise cost can be quite high. I assure you that we do not make money on shipping, and the only reason we charge a restocking charge on strip returns is that they are cut to order... we cut all our strips off the hides when orders are placed. If it is our mistake, we always refund freight and give full credit.... but when a customer just decides he does not need an item, we will accept back the merchandise, but charge the restocking fee. I know this explaination does not lessen the pain of your $14+ freight charge for two strips of leather, but I hope you can understand that we do not make money on freight, and it is in our interest to keep the freight to a minimum. I don't understand the methods UPS uses to calculate their freight, but I do agree that it is extremely high for some areas of the country. I regret that you feel mis-treated on your first order... our sales dept acted correctly in how they responded to your complaint. I feel we did no wrong, but your charges were high in consideration of the small purchase. So, if you decide to ever give us another chance, we will ship to you at NO freight charge for anything you choose to order. I will also offer you a $10.00 store credit against any future purchase. It is a tough time to be in business, and we understand the need to keep costs down. Thank you for considering Zack White in your selection of suppliers. Regards, Tim Cox Pres. Zack White Leather Co

Just read where PeterK had a problem with some black snaps that he purchased from Zack White... I wish we had been aware of this sooner. Yes, we have discovered a problem with our Line 24 all 4 parts black snaps.. #B1024BLK... We changed suppliers on our snaps a couple months ago because the NEW company offered Solid Brass Black.. we felt this would be a better snap for our customers. The problem is that the "overspray" on the snaps caused them to be very hard to snap together. We were not aware of this until recently.. when customers brought it to our attention. We have since recalled all these snaps and sent them back to the manufacturer... and have received another shipment from our old supplier. I apologize to PeterK for the snaps he received... they were indeed hard to set and this is NOT the way they are supposed to be. We will be glad to replace any snaps that customers have gotten... just let us know.. we will replace them at no charge, but the only way for us to know if someone has gotten the "bad" snaps is for them to tell us. I will make this pledge to anybody on the Forum who has purchased these snaps from us... if you have got less than 100, call or e-mail us and we will ship out replacement at no cost.. you can keep the old ones. If you got full packs of 100, then ship them back to us and we will send you double back at no cost. Again, sorry for any inconvience. Tim / Zack White Leather Co

Reply to Sharpshooter regarding complaint. We at ZackWhite are very concerned with customer satisfaction... while we have been in business for over 55 years, we are still a small company and value greatly our customers.. weather they are small or large. Sometimes however, your best effort is still not enough... I feel this is one of those times, therefore I would like the opportunity to express our "side" of the story". We carry thread by Eddington and for the most part have had good success with their product. Sometimes their thread has come into us with oil and we have returned it... Our last shipment from Eddington was for 48 lbs of thread, of which 37 lbs had been sold when Sharpshooter placed his order. His order was for 2 rolls of #277 and 2 rolls of #346 thread. A couple days ago, Sharpshooter called to say the two rolls of #277 were "damaged in shipping... the thread was loose from the spool". We apologized and shipped him out TWO new rolls of #277 at no charge the same day... he was told to keep the "damaged" thread. All rolls of thread are enclosed in plastic, but they should also be wrapped securely when shiped.. it seems that in this case, they were not. Yesterday we received another call from Sharpshooter complaining about oil on the #346 thread (from the same shipment). He seemed very upset and went on and on about how much time he has lost on his production. We do production work here and I know first hand how stressful it can be when things don't go smoothly when one is on a deadline.. so I can understand him being upset. He was told that we would again replace his thread, but this time he did not want a replacement... he wanted his money back... which is fine if the product is indeed defective. Since we had sold 37 rolls of the same thread to other customers with no complaint, we told Sharpshooter that we would send a call tag for his thread and issue him a credit or mail him a check.. whichever he wanted. The problem arose when Sharpshooter insisted on us sending him a check BEFORE the thread was returned. This is highly unusual... We offered to take back any defective product and give a full refund.. and we offered to pay for the return shipping (by sending a call tag via UPS). We had already given him two free pound rolls of thread and was offering to refund the difference for the other... but we wanted to see for ourselves the oil that was on the thread... because we could then return it to Eddington. I feel that our response was reasonable, but I regret the hard feelings that Sharpshooter obviously feels because of this matter. We are a small company who is struggling in today's economy... we maintain a 2 million dollar inventory and try to serve our customers to the best of our ability... On this one, we missed the mark. To Sharpshooter, I sincerely regret you feel you were mistreated.... but from our standpoint, we replaced half your order at no charge and offered to exchange or refund you for the remainder... I don't know what else we could have done. Hopefully we can put this behind us and continue to do business. Tim /Zackwhite Leather Co.