Zack White - Where's My Order?

[rhinez0r]

Has anyone else ordered from Zack White this year? I ordered once back in January, took 2 weeks to process my order. I'm used to all my other suppliers shipping within a few days, so I forgot about Zack White for a while. Decided to give them a second chance and it has already been 3 weeks and no order update. Anyone else experience this exceptional customer service?

[Needle Crook]

I've ordered from them twice. The first time it took 2 weeks for processing. The next, and probably last time it took 4 weeks to get an email, I was expecting it to be a shipping notice. It was just the processing notice. I called and said that one item was out of stock, which it said was in stock. Anyways I think it was a total of 5-6 weeks to get it. Plus there shipping is pretty steep. $32.00. And nothing but, a couple punches, some hardware and a few leather straps.

[rhinez0r]

I've ordered from them twice. The first time it took 2 weeks for processing. The next, and probably last time it took 4 weeks to get an email, I was expecting it to be a shipping notice. It was just the processing notice. I called and said that one item was out of stock, which it said was in stock. Anyways I think it was a total of 5-6 weeks to get it. Plus there shipping is pretty steep. $32.00. And nothing but, a couple punches, some hardware and a few leather straps.

I left a note on their Facebook wall yesterday saying I was disappointed. They called me this morning and said that my order is finally shipping, took 3 weeks. I asked why and they said they were out of stock.. again, when I ordered it said it was in stock too. I really, really love their crazy horse and I was hoping I could replace another supplier, but sadly I don't think I can if it takes a month and a half to get orders.

[akgator1]

I've made quite a few orders with them and almost always there's a problem. Either something's out of stock (which they don't tell you) or they send a wrong item or they take forever to ship out. It's sad cause I like a lot of their items and prices but they don't run a tight ship there.

[Doc Reaper]

I understand how you guys feel, I live close enough to go there in person. There's only one guy running the shop and usually I just see two females doing other work there! Every time I walk in there he's running full-bore open! I understand that they service quite a few businesses so it may take time for me get them but I also understand people want their stuff like yesterday! Sorry you guys are having such a hard time but I am also understand that it takes time to run through orders when they run out they run out and there's nothing they can do, until whatever company that supplies them send the stuff they order to keep stock up. It takes me about 10 days to get stuff I ordered, and that's from anybody I order it from! so I understand the supply chain kind of gets in the way,

[rhinez0r]

I think the best way forward is to just call them instead of doing a website order.

[Hunhunt]

I came to the same conclusion that you did - I always just phone my order in. They definitely are not as fast about filling orders as some other companies. I just try to plan ahead so that there is no rush to get the order from them. I have always found them very pleasant to work with over the phone. I recently purchased some of their Crazy Horse leather also and just completed a pair of shoes from that leather. The side I got was really outstanding and worth the wait. It works great for making shoes. Unfortunately they are showing most of their best grade heavier vegtan double shoulders out of stock right now. Glad I have enough of that to last for a little while longer.

The absolute best company I have dealt with as far as prompt service for ordering leather has been Maverick leather. I phone in the order and the leather arrives in 2 days. We live in Idaho where 2 day delivery generally means 3 days. I don't know how Maverick does it. They have some outstanding deals on S.B. Foot leather right now so I'm trying that leather out for shoes as well.

[rhinez0r]

I came to the same conclusion that you did - I always just phone my order in. They definitely are not as fast about filling orders as some other companies. I just try to plan ahead so that there is no rush to get the order from them. I have always found them very pleasant to work with over the phone. I recently purchased some of their Crazy Horse leather also and just completed a pair of shoes from that leather. The side I got was really outstanding and worth the wait. It works great for making shoes. Unfortunately they are showing most of their best grade heavier vegtan double shoulders out of stock right now. Glad I have enough of that to last for a little while longer.

The absolute best company I have dealt with as far as prompt service for ordering leather has been Maverick leather. I phone in the order and the leather arrives in 2 days. We live in Idaho where 2 day delivery generally means 3 days. I don't know how Maverick does it. They have some outstanding deals on S.B. Foot leather right now so I'm trying that leather out for shoes as well.

Agree with Maverick. I picked up some Horween B sides and they're great. Erin(?) is nice to deal with and pretty prompt with emails.

[Renaissanceman]

I would also agree about phoning in orders, instead of web purchasing. I haveheard doing business with any

company you are better off calling. Web order shipping prices are almost always more expensive. ASK THEM what shipping will be.

You will see quite a difference.

Hope it helps

[camano ridge]

Last time I ordered from Zack WHite i called and asked about the shipping charges. The lady I spoke to said that the standard shipping price is what they list and that if it is less she refunds any overage, she also said they choose the cheapest shipping. I ordered 1 horse butt the shipping was $16.00 and they shipped UPS ground took a week to get it after it was shipped. It would have easily fit in a large Priority Flat rate for $15.50 and I would have gotten it in a couple of days.

Edited June 27, 2014 by camano ridge

[oclack]

Wish I had found this thread a week or two ago. I've been going through hell try to get an order for ZW. The web site listed the sides as in stock. A week and a half later I called to ask about my order and I'm told they're out of the hides I ordered and were waiting to get more but didn't have any idea when that would be. Why they didn't call me or email me to tell me that, I don't understand. As a result I have customers on my end who have already paid, who will probably be canceling their orders with me now. Very frustrating. I cant find that specific Crazy Horse leather anywhere else unfortunately.

[Troy I]

I ordered 30 belt straps from their Web site, then followed up with a phone call and spoke with a very nice lady and ask her to add a note to my order for the thickest straps they had.

Well to make a long story short...after a month and a half, I called to check on my order...they said that they were out of stock...wow they could have told me that when I ordered!!!

When the straps did arrive, 9 weeks, after they were ordered and paid for, I noticed that they ranged in thickness from just under 6 oz to what I ordered 8/9 oz. In total about half were under the ordered thickness, but the leather was pretty good over all and their prices are reasonable.

Also some of the straps (about 8 or 9) were shorter than what was ordered...but they still worked for my projects.

With all this being said...I will still order from them...I just have to plan ahead and order before my supply gets real low.

Edited December 10, 2014 by Troy I

[irnbndr]

I had a different experience...I placed my first order with Zack White on 1/21/15 (for some thread, misc. supplies and 1 piece of leather, just to check out the quality), which shipped on 1/22 and was delivered on 1/26. I received a phone call from a nice lady on 1/21 to ask if they could substitute a brand of glue (they were temporarily out of my regular brand). The leather was fine for the application I needed it for, and fairly priced (oil tan sides for heavy work aprons)...I will order from them again, for sure. Good prices on thread and sundries, also.

[dogboy]

Hello,

I too wish I had seen this thread before I ordered from ZW. Put in an order 1st week of December, got the standard acknowledgment email,...and then nothing. 28th of December ordered more stuff and asked that they ship what they had on hand and backorder the remainder. Same thing. Order acknowledged via email and then silence. Nothing I ordered was exotic, just some basic tools and contact cement. Eight (8) weeks after the original order was placed I had to cancel when my SO lost her employment and money I had allocated was redirected. Didn't lose any $$,... just time. Did not receive a single thing I ordered, or any explanation for the incredible delay.

We are lucky to be able to come to this forum when frustrated in order to find out that we are not alone with same (frustrations). Should it really need to come to that however? Seems to me that if you are going to have a web presence (and Zack White has a really nice design) the least they could do is be prepared for their customer’s performance expectations to be informed by the medium of commerce, i.e. the web. If you represent yourselves as ready to do business online then fill orders and if necessary communicate ship date and delay information online at speed, or shut down your site and return to selling via a snail mail catalog and shipping in a snail mail time frame. Anything else is disingenuous, and perhaps just a bit cruel. db

[Hunhunt]

As I noted above, I try to plan well ahead when ordering from ZW (always order by phone) since I have run into problems similar to those expressed by others. Unfortunately, the 8 weeks that dogboy experienced is just not acceptable. My last order took around 4 weeks as the crazy horse leather I had ordered was out of stock. I found out from the woman I talked to on the phone that their supplier had promised the leather but did not come through with the date they had promised. That put ZW in an awkward position. Regardless, their communication when fulfilling orders could certainly use some improvement. The woman I talk to on the phone each time is always very pleasant and tries to be helpful. I sure wish that I could find another source for crazy horse leather though so that I wouldn't keep having to go through this hassle each time. If anyone knows of another source for crazy horse leather I'd sure appreciate it if you could share the information.

[capsterdog]

I have to agree, Maverick Leather is great. The people are very helpful. I placed my first order with them in January and I had my 3 horse fronts in no time. and the shipping was only 10.95 for all three to Pennsylvania. They have some great deals and great people to work with.

I have to agree, Maverick Leather is great. The people are very helpful. I placed my first order with them in January and I had my 3 horse fronts in no time. and the shipping was only 10.95 for all three to Pennsylvania. They have some great deals and great people to work with.

[barehandcustoms]

I ran into the same issue with them near the end of last year. It took a few weeks to get my order and I have been shy about ordering from them ever since. I can ship something over seas quicker than that so this appears to be a sluggish online order fulfillment process.

Granted the leather was great and they are one of the few people who accept Paypal. Most people don't mind waiting for *good* product as long as they are prepared for it. I will still buy from them again but it sounds like they are understaffed and overwhelmed.

Edited February 24, 2015 by barehandcustoms

[Troy I]

I just placed an order with Zack White last Sunday and it was shipped on Tuesday. The order was for 27 1.25 inch leather straps....only two days to cut and ship--WOW this was impressive.

Less impressive was UPS...took them a week to get the package to the house. They said it was because of the weather, but USPS did not have any trouble getting my bills to me...LOL.

Previous order for the same thing took 8 weeks to get...looks like they might be getting their supply of leather replenished.

Edited February 24, 2015 by Troy I