Members whinewine Posted January 11, 2008 Members Report Posted January 11, 2008 I asked " Can you order from another store?" "Nope." "I asked do you gIve rain checks? "Nope, but maybe we could back order, but I'm not sure." So I said I needed some help to get some tools suitable to try my hand at Sheridan work. I was told to "go look in the Sheridan book and see what I needed." Wow, THAT'S what I call customer appreciation! :ranting: So I used my coupon for 50% of any one item in the store on the most expensive book they had, and left the store with one book, and a whole lot of money in my pocket.Also have ordered from them and recieved partial order after waiting for nearly 2 weeks. So I ask "Where's the rest of my order?" "Oh, it's on backorder" , to which I reply "Why wasn't I notified?" The store manager says "You mean my assistant never notified you?" They were too lazy to even check other TLF stores to see if my items were available, or they just didn't give a rip. I emailed TLF "Customer Service" dept., and complained about their service. Never heard a word back. I guess they don't care, either. That's a shame! I deal primarily with the Delmont, PA (Pgh) store & if they can get stuff from another store, they will make a great effort to find it for you, and, they will most often do this voluntarily. Deb, Shannon & David there are great. Also, Jimmy Walthrop (last I heard, was promoted to manager of the Atlanta Store) was also great while he was in Pgh & gave me many good tips & hints. The dicks YOU dealt with need some serious retraining in courtesy & motivation, among other things... Email, btw, doesn't do a lot of anything. If you want a situation corrected, you need to make such a stink that you will be dealt with in a quick, responsive manner. I once had some virus protection software that was such crap it gave me constant fits [no, it was a legitimate company, not a scam, but the software itself was just garbage]. Even after I emphatically & specifically requested to be removed from their database/mailing list, I kept getting offers to renew, for maybe a year after. I ended up researching the company itself & sent every department that had a 'contact us' section an email, from the president (or CEO) down to advertising, billing, sales, warehouse, VP in charge of 'this', VP in charge of 'that'... Everyone... It didn't take more than 48 hours that I received apologies. And more importantly, no more 'offers to renew'. In lieu of that, as Art said, USE THE PHONE! Call Jim Linnell. He is one of the higher-ups in Tandy who has the ability to 'cure' laziness in a heartbeat.
Contributing Member TwinOaks Posted January 11, 2008 Contributing Member Report Posted January 11, 2008 Johanna, I know you said wait on Siegel's, but... Hilly, I've GOT to contrast you on TLF. I stopped in the nearest TLF on the way to north 'Bama just before Christmas, picked up a few things- catalogue, stamp, discount coupon... Stopped back by the same TLF on the way home and found a few out of stock items. Of the ones I was looking for I was given a voucher by the store mgr for the discount price, and an expected date for arrival of the mdse. Since I live 3 hrs away, I told him I'd just have to pass, but thanks for the voucher offer- I just didn't know when the next time I might return would be. The next offer? Discount a second item at 50% and a little off the entire order. Sold. To me that was really trying to make the customer happy ( and get some more money I'm sure) But what I got was something else I needed anyway so I came out ahead. I certainly hope your experience was a localized event, because the people I dealt with were definitely doing all they could to help the customer. Mike DeLoach Esse Quam Videri (Be rather than Seem) "Don't learn the tricks of the trade.....Learn the trade." "Teach what you know......Learn what you don't." LEATHER ARTISAN'S DIGITAL GUILD on Facebook.
Members bcurrier Posted January 11, 2008 Members Report Posted January 11, 2008 From Siegel I order ... From Hide House I order ... From Ferdco ... Walsall ... Weaver ... Barry King ... Ohio Travel Bag... silver from Hansens. Stirrups from Trina Weber. Other hardware from Bork, Jeremiah Watt,.... Stamps from Barry, TLF, Wayne Jueschke, Jeremiah Watt, and a few from Ellis Barnes. Tools from TLF, Barry King, Jeremiah Watt, Ron Edmonds, Wayne Jueschke, Bob Douglas... Sheridan Leather Outfitters ... Amazingly complete response, Bruce, and thank you for taking the time. Bill
SCOUTER Posted January 11, 2008 Author Report Posted January 11, 2008 WOW! Sorry if I ruffled some feathers! Like I said in the first post I spoke to Steve and he was very nice, however the problem still exists. First of all, if you are going to list something as a SPECIAL you should have it in stock. Second, any business worth their salt will have a little note on every product that read "In Stock". (If not you should update your website every couple of days and take off any item that is not expected in within a week) What I hate the most is BAIT AND SWITCH where a business will advertise something at an amazing price but when you want it there is a problem like "Sorry we sold out" or "This model is just as good" (remember I live in NY and that runs rampid here!) but with mail order you often order other items to reach the free shipping point and for what? The item you originally wanted didn't show. Also when I called to complain they kept saying that they were waiting for the order from OSBORNE sounding like Osborne's having trouble filling their orders. So being the Loser that I am ^_^ I called OSBORNE and spoke to JAKE the president and 5th generation Osborne, he said that he is FULLY STOCKED READY TO SHIP! The problem was NOT with them. As for Tandy I LOVE that store but have found a huge difference between stores. I found a really good Tandy dealer and now when I need Tandy stuff I only deal thru him!
Members whinewine Posted January 11, 2008 Members Report Posted January 11, 2008 First of all, if you are going to list something as a SPECIAL you should have it in stock. I'm sorry, but HUH??? If it's a special, it's just that- a special! You get a good buy on something, it's generally a one-time thing- a SPECIAL!!! When it sells out, it sells out. It's gone. Maybe you can get another special down the road, but not right away. This is different from the 10, 20 year 'going out of business' sales that [apparently] still proliferate in New York where you live. And from your own words, what bait & switch are you talking about??? Did they give you something different? No, it seems they didn't give what you wanted. They were out of stock of the SPECIAL. That's NOT bait & switch.
howardb Posted January 12, 2008 Report Posted January 12, 2008 Wow, this thread's hot enough to warm your beer. Service, kids, it's the name of the game. Sounds like someone has had bad experiences with just about every major supplier. That hurts when it happens. Hurts you, and as we can see here, hurts the supplier as well. Life is also too damn short. If someone gives you crappy service, don't go back. Have the courtesy to call them and let them know what happened, but don't feel you have to go back if the overall service is bad. I think Lt. Cmdr. Montgomery Scott said it best: "Fool me once, shame on you. Fool me twice, shame on me." (those of you who get that, put on your ears and salute) After reading the thread, I can see that Tandy store service quality will vary by store. That is expected. If it's bad enough, let Tandy corporate know. You might not get the butt-kissing response that you probably deserve, but one hopes THEY get the message. Enough complaints and they will do something about it, though it might take a while. I also come to realize that none of the suppliers are all digital and online like a McMaster Carr, where they know where every friggin' locator pin and extension spring sits, even if it is on a cart getting ready to ship. But they ship millions of friggin' locator pins, not hundreds of D rings. The good news is, these folks either shape up and get their collective acts together, or they will fail. All we can do is let them know when they do something bad, and DO let them know when they have done something good. It's only fair. I'm too new to sing praises on any of the suppliers, and have no negative experiences either. After reading this, I will know that backorders are common, usually not flagged, and I will have to call to find out what's going on. It's also VERY interesting and comforting to note that I could actually call the owner/president of just about all of these companies and they WILL talk to me! Try that with Microsoft... Back to the beer... Brent Brent Howard CALG, HLG
Members StevenSiegel Posted January 12, 2008 Members Report Posted January 12, 2008 WOW! Sorry if I ruffled some feathers! Like I said in the first post I spoke to Steve and he was very nice, however the problem still exists. First of all, if you are going to list something as a SPECIAL you should have it in stock. Second, any business worth their salt will have a little note on every product that read "In Stock". (If not you should update your website every couple of days and take off any item that is not expected in within a week) What I hate the most is BAIT AND SWITCH where a business will advertise something at an amazing price but when you want it there is a problem like "Sorry we sold out" or "This model is just as good" (remember I live in NY and that runs rampid here!) but with mail order you often order other items to reach the free shipping point and for what? The item you originally wanted didn't show. Also when I called to complain they kept saying that they were waiting for the order from OSBORNE sounding like Osborne's having trouble filling their orders. So being the Loser that I am ^_^ I called OSBORNE and spoke to JAKE the president and 5th generation Osborne, he said that he is FULLY STOCKED READY TO SHIP! The problem was NOT with them.As for Tandy I LOVE that store but have found a huge difference between stores. I found a really good Tandy dealer and now when I need Tandy stuff I only deal thru him! Hi, I received an email this AM about some posts on this web site. I am only making ONE public response to "Scouter". If anyone wishes to reach me, please email me at ceo@siegelofca.com 1) Re: This post from Scouter Hey Scouter,I gave you the courtesy of a reply to your insistence on speaking with me on the phone and was very polite and honest with you. I am currently at Outback's in Denver; btw the owners' of Outback are repeat satisfied customers of Siegel of California, not to mention Disney, Prince Charles, numerous 10 goal polo players, numerous custom saddle makers, and THE NY MOUNTED POLICE DEPT. I gave Scouter my time, my honesty and my empathy. I received in return an accusation of illegal activity, a fabrication of our communication and a mis-characterization of his conversation with Jake. (BTW I'm sure Jake will be happy to know that he has been promoted and Ralph is no longer President of CS Osborne. And, it's 8 generations, not 5) I don't care to give Scouter any more time. If anyone wishes to contact me directly, my email address is ceo@siegelofca.com
Members StevenSiegel Posted January 12, 2008 Members Report Posted January 12, 2008 I had same bad experience when I got about a 1/4th of oder I called in from their year end special. That was my very last order from them. I really liked the way Hidecrafters sent an e-mail confirming what was shipping but last couple times I called in order, they didn't have the items. I've had good service from Springfield and TLF. Those in areas where they can go pick up are fortunate. I think if I stepped up from hobby, I'd have to go with Ohiotravelbags, Weaver, and W&C.Hi,I am Steven Siegel, CEO of Siegel of California, Inc & M Siegel Co., Inc.. My grandfather started our business in 1917 on South Street in Boston which was for many years the leather capital of the world.There have been some very good comments about back order. I realize very well that if you place an order for 1Million dollars and 1 of the items is a 5 cent widget, the entire order may be useless without the 5 cent widget. To not know that an entire 1 Million dollar will be shipped minus the 5 cent widget is wrong.This is our company policy:1) Regarding "Regular Merchandise" If we are out of stock of anything your order will not be shipped without first notifying you and getting your ok, even if that means a delay of 1 day in shipping your order.2) Regarding "End of Year Special" As is stated on nearly every page of our flyer is clearly stated that we wiil not back order any out of stock items. We will do the best that we can to notify customers at the time the order is placed if we are out of stock. We will ship what is available and will not hold your order to notify you of any out of stock items.3) If you will supply the customer service person with your email address at the time you place your order, you will receive an automated email from UPS with the tracking number, value of merchandise, etc.4) You can always call us toll-free at 800 862 8956 to get the status of your order, but we are trying to automate everything, so please don't call unless it's really necessary. This will help us with lower overhead and you, the customer with lower prices.5) Most importantly, I know that many of y'all are afraid to order leather mail order. Who knows what you will receive? Well, we have a policy to pick up the merchandise freight free so you don't have to worry about the quality of anything being not what you expected. BTW, we also ship freight free, UPS ground only, for any order over $75.6) Our specialty is leather. All of the other items are incidentals to us. We cater to customers primarily with needs for all types of leathers. I am currently at Outbacks in Denver. The owners of the company are satisfied, repeat customers as are: Disney, Shania Twan, Bo Derek, Ty Warner, The NY Mounted Police Dept, some of the largest belt makers in the world (sorry, but can't mention their names), Orvis, custom saddle makers, Harvard University, The Smithsonian, etc, etc. etc. ... forgot to mention that our leather was the leather used on the last 12 Kentucky Derby Winners. 7) We do not cater to crafters. It is not our strength. I would recommend Tandy's, Hide Crafter's, etc, etc.8) If you are looking for some GREAT deals on leather sign up for our Friday Specials at: www.siegelofca.com (BTW we have recently hired Kevin Mitnick to make sure our site is hack proof. He will be starting some time next week.))9) Finally, I would like to say THANK YOU to those of you who have been understanding and supportive.
Contributing Member wolvenstien Posted January 12, 2008 Contributing Member Report Posted January 12, 2008 Mr Siegel, I have to ask, and this is not an attempt on my part to start a contest of words or semantics, What is your companies definition of "crafter"? My definition of crafter applies to almost everyone on this board. Anyone who is not employed making 100% of their income from the craft are "crafters" to me. I am a "crafter" as I make almost no money from it. Is this your definition as well? "The miracle is not how two adults can create a child, the phenomenon is how quickly a child can create two adults." -- VYBE Her: Hit Me Him: Do you want me to use the knife? Her: No, When you hit with a knife, that's STABBING!
SCOUTER Posted January 12, 2008 Author Report Posted January 12, 2008 Welcome Steve! Please don't take any of this as "personal" every thing I wrote was 100% true. As a matter of fact if you go to your website https://www.siegelofca.com/default.asp The same item I ordered on December 17th that WAS OUT OF STOCK is STILL OUT OF STOCK and listed on your FIRST page. C.S. Osborne TL127 Edger (What I called a SPECIAL WhineWine). So am I wrong here? Steve, Now that you are a member, How about a "club" discount!
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