My Leather Supplier Messed Up A $6,500 Order, What Can I Do?

[Not Awl Together]

As was mentioned earlier about a charge back to a credit card, I would still contact your card company anyways.

Many card carriers have purchaser protection, will help you resolve the issue and hold off/ freeze the charges and interest until it's resolved.

Just a thought and good luck, let us know how it works out.

[BDAZ]

IF The shipper paid the freight company then they are the only ones who can claim from the shipper. UPS likes to deny claims for any possible reason like poor packaging. As had been said, you contracted for x hides at x color and weight and it is the tanneries responsibility to deliver them to your door intact and as ordered.

Do give them a reasonable time to respond to your documented issues (24-48 hours). I might suggest a 25% discount on the damaged leather and immediate replacement of the incorrect leather. If they want the wrong weight leather returned, they must issue a pickup with their carrier. You could be generous and let them know you won't charge them for packing up the incorrect weight hides.

Give them an additional 24-48 hours to dispatch the new order or you will send them to credit card hell.

And I agree that its not the time to release the name of the vendor. We all screw up but the measure of a good company is how they correct the screw ups and make the customer happy.

Good luck!

Bob

Edited May 30, 2014 by BDAZ

[BOB BRENNER]

Stephen,

I would suggest that you first give them a call and explain that situation and see what their response is. No matter the out come of the conversation follow up with an e-mail stating your understanding of the resolution or non-resolution. If positive: no problem If negative: with that dollar amount then legal advice is recommended. A letter from a lawyer can move mountains. Spending some money in this case is better than losing your business.

Good luck,

Bob

Edited May 30, 2014 by BOB BRENNER

[chiefjason]

If you can call them I would start there, follow up with an email. I had an advertiser here botch a couple orders. I was getting product they did not even advertise for sale instead of what I ordered, twice, really odd. The last time it happened they spent $130 to overnight the right stuff and let me keep the wrong stuff. Shipping it overnight cost more than what they shipped. I was not nasty on the phone, but I made it very clear that I was really unhappy and on the edge of looking for another supplier. My orders since have been fine.

Everybody messes up at some point. That's a big one for sure. But contact them and give them the chance to make it right.

[BDAZ]

BTW what is the ACTUAL cost of the error. Assume you cut out the damage and then deduct the cost of the incorrect hides? Anyone with a modicum of business sense realized the value of a loyal customer and the profitability of repeat business. If I have to take a loss on an order in my other business because I or even my shipper screws up, it's just the cost of doing business. When you factor in advertising, rade shows, etc, the cost of a repeat customer is significant and no one will stay in business long (Comcast excepted) if they don't treat their customers like gold.

Recently I bought an item from Amazon, a 2 ton arbor press. While they totally screwed up the delivery, was a week later than promised and it arrived a complete mess, they made good and the net result was the press was free. Will I buy from them again? Absolutely! Because I know that if they screw up, they will make it right.

Cya!

[Erystawi]

Isen't it standard that if one order something that is wrong when one open it at home, that the seller/company fix all the wrongs?

[DavidL]

Hey all,

Today I received a $6,600 leather order from... well, let's nickname them Franks Tannery. Their leather is great, and I don't want to scar the name.

Franks sent me 30 hides of which 9 of them were the wrong weight. Also, eight of these hides were damaged (about 1/4 of them) from shipping. They were smashed along one side.

Franks has messed up my order once before, but I had no course of action because I ordered over the phone. After that incident I started emailing to order my leather. I have the emails stating the exact specifications for the leather and Franks confirmation of the leather I ordered.

What course of action can I take? Can I seek the loss from my profits? What about a discounted rate for the leather that needs to be shipped back and the new leather that is coming in?

This mistake, if not fixed, will put me out of business. I would appreciate any and all help from the leather worker community on this matter so that my business can live another day and I can continue to do what I love for a living. I really don't want to go back to working for someone else. Maybe I'll go work at Franks to ensure this doesn't happen anymore?

Thanks in advance,

Stephen

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Any updates? Was the error corrected? Id like to know because I'm pretty sure I know the tannery.

[imstephenjones]

Hey everyone!

Sorry for the delay. As you can imagine I was very busy fixing my production schedule because of this error. The tannery did the following to correct the error:

• Gave a 15% credit for each damaged hide (I needed the leather, so I refused to send it back)
• Paying for shipping to have the wrong weight leather sent back as well as a credit for the hides
• Free shipping on my next order to correct the leather that was a wrong weight

That was what I was hoping was going to happen. I do feel made whole. I appreciate the comments and help throughout this post. It gave me a bit of courage to take on a powerhouse of a tannery. I feel I was more than taken care of considering the circumstances.

[DavidL]

Did they say anything about changing the way they ship the products to prevent damaged leather in shipment or if they re trained their staff to prevent sending wrong weights of leather?

[Johanna]

That's the best outcome- a resolution that makes you feel whole again. Glad you got it fixed, and thanks for not slamming the business before you had a chance to check with them about correcting the problems.

~J