Lousy Service

[Ferg]

Probably 2 1/2 weeks ago I ordered through the net from Siegel. The order never did get acknowledged, no response from them.

Last week I ordered again on the net. Called last Friday to see if they could tell me anything about a delivery date or at least a shipping date. Never received a return call.

Called today. A gentleman answered the call, looked around I guess but couldn't find the order. I asked if they ever check their net orders or if they just ignore them.

I thought it was a good question since I never received a confirmation of any kind.

Answer? Which is really beginning to get my goat, "Why don't you just order over the phone, that way we know we have your order."

I take that to mean you really do not pay much attention to your web orders. "Oh know, we check and print them out every morning."

Well you obviously missed printing the two orders I gave you.

"Let me help you with your order right now." I told him I wanted 2 Double shoulders, #1 grade in 6/7 oz. We are out of that right now, probably have some next week.

Okay, Sir, let's just forget I called you. I can buy somewhere else I am sure without your hassle

I will never attempt an order from them again.

ferg

[NoahL]

To be fair, they are currently in the process of moving to a completely different facility, so they may have quite a few issues going on with that. I actually had an issue with their service two weeks ago when I called to place an order for their Friday Special on horsehide, but their computers were down so the lady said she would call me back. I never got a call back, so late last week I called again and couldn't find anything stating that I had called and they took my order over the phone then--they charged my account, but I didn't do the math to see if they charged me standard price or the Friday Special price that I tried to get in the first place.

Probably 2 1/2 weeks ago I ordered through the net from Siegel. The order never did get acknowledged, no response from them.

Last week I ordered again on the net. Called last Friday to see if they could tell me anything about a delivery date or at least a shipping date. Never received a return call.

Called today. A gentleman answered the call, looked around I guess but couldn't find the order. I asked if they ever check their net orders or if they just ignore them.

I thought it was a good question since I never received a confirmation of any kind.

Answer? Which is really beginning to get my goat, "Why don't you just order over the phone, that way we know we have your order."

I take that to mean you really do not pay much attention to your web orders. "Oh know, we check and print them out every morning."

Well you obviously missed printing the two orders I gave you.

"Let me help you with your order right now." I told him I wanted 2 Double shoulders, #1 grade in 6/7 oz. We are out of that right now, probably have some next week.

Okay, Sir, let's just forget I called you. I can buy somewhere else I am sure without your hassle

I will never attempt an order from them again.

ferg

[Ferg]

To be fair, they are currently in the process of moving to a completely different facility, so they may have quite a few issues going on with that. I actually had an issue with their service two weeks ago when I called to place an order for their Friday Special on horsehide, but their computers were down so the lady said she would call me back. I never got a call back, so late last week I called again and couldn't find anything stating that I had called and they took my order over the phone then--they charged my account, but I didn't do the math to see if they charged me standard price or the Friday Special price that I tried to get in the first place.

Yes, I am aware of their moving situation.

No excuse for this kind of hassle.

UPDATE: The gentleman called back about 15 minutes ago. Said they found my order, part had been shipped, remainder on back order.

Wonder how long I could have waited if I didn't tell him to forget the whole thing.

We run a fairly large business, everything we do is by Drop-Ship. Most orders get shipped next day and there is no inventory for our personalized items. We deal with some of the largest companies in the US.

ferg

[Spence]

Ferg, I totally agree with you about customer service. The older I get, the worse it seems to get. Not too many years ago, if a company was relocating they made sure that their order dept and inventory was redundant enough to continue to provide top level customer service. Now it seems they feel they can make excuses and we, as customers must accept them.

When I become Emperor, things will change, by golly.

[Fen]

Ferg, I totally agree with you about customer service. The older I get, the worse it seems to get. Not too many years ago, if a company was relocating they made sure that their order dept and inventory was redundant enough to continue to provide top level customer service. Now it seems they feel they can make excuses and we, as customers must accept them.

When I become Emperor, things will change, by golly.

You ought to see how ugly it is on the "inside". Customers arent stupid.

[dirtclod]

I have ordered from Siegel probely a 100 times over the years. One time their was a mix up but they fixed it really quick. Every time i have called i've been treated very nice. Never had a problem ordering online either. One mix in a 100 orders is pretty durn good in my book. After all were human and not perfect every minute of every day, or i'm not.

[Julius]

I have also experienced lousy service from Siegel. I made an order for 3-4oz leather hide and never received it. I spoke to a lady who said they would ship it whenever they had more in supply, and it has been awhile. I did receive part of the order however (a 8-9oz double back), but I believe I was charged for the complete order. I completely forgot about this order until running into this post. On another occasion, I have had to email multiple times concerning hardware (buckles) that I was interested in. When I get a response, It would be forgotten and I'd have to double check. I had an inquiry about a certain buckle they used to offer, and after no response I just gave up on that. They have great stuff, but I am left with this bitter taste in my mouth.

[roo4u]

ya im not real happy with the recent service from them either. ordered some leather from an email i got from them. they quoted me wrong price and when i corrected them i got questioned extensively about the email like i was making it up or something...had to offer to send them a copy of it. one of the items was the 3 for $50 goat rawhide and i only got one hide...so had to call them and that person also questioned me extensively about the email....and i still havent gotten my other 2 hides. so probably wont go back to them any time soon...maybe after they get their s*@t together.

[jeeperaz]

They are no longer one of the places I purchase from.

Several months back, I called a few times and spoke to a number of people there. I was hoping they could recommend a type of leather to use. It was very difficult to get someone on the phone who seemed to have any knowledge of leather.... or else I would get someone who barely spoke english. But the kicker is when I finally got one of them to give me a suggestion (their DIamond Tan)... I asked for a sample and they said they would have to charge me for it. You can't just send me a small swatch, I asked... nope, they have to charge. I forgot how much they wanted for a sample but it was some absurd price (like $15 maybe). Thank you... I'll be glad to spend my money elsewhere.

[Ferg]

They are no longer one of the places I purchase from.

Several months back, I called a few times and spoke to a number of people there. I was hoping they could recommend a type of leather to use. It was very difficult to get someone on the phone who seemed to have any knowledge of leather.... or else I would get someone who barely spoke english. But the kicker is when I finally got one of them to give me a suggestion (their DIamond Tan)... I asked for a sample and they said they would have to charge me for it. You can't just send me a small swatch, I asked... nope, they have to charge. I forgot how much they wanted for a sample but it was some absurd price (like $15 maybe). Thank you... I'll be glad to spend my money elsewhere.

Update to my experience.

I am still feeling the same way. I do not like people to talk down to me, even if they are taller. I get that feeling with every communication with them, I don't need the hassle.

ferg