Springfield Leather Company - That Time They Told Me To Get Lost.

[KandB]

So I just received an email from one of their mail fulfillment people telling me that because there always seems to be an issue with my order, I should no longer order from them.

- stop and let that marinate for a moment - they pretty much told a customer to get lost instead of striving for excellence in customer service as they claim to do.

I have ordered from Springfield exactly 4 times. 3 of those orders have had errors - and ones that could have easily been avoided with proper internal processes in place.

The first time what I ordered and what was sent were two different things. After some back and forth with customer support who actually spoke to me quite rudely and was combative, the owner, Kevin, stepped in and made it right, sending me what I required.

I judge a business more on how it handles an issue than completely writing it off when there is one, so I ordered again based on this experience.

The second order had two pieces of leather I ordered missing from the order, along with a big hole in one of the small pieces I ordered, making it pretty much unusable.

Again, Kevin corrected this and sent me the correct pieces, and made an effort to source some leather I was having trouble finding.

The third time had no issues - I received what I ordered.

My last order was ordered 3 weeks ago and still hasn't arrived, and has ended up in California despite my mailing address being in Washington. When I contacted them about this they wrote back and literally asked me what I'd like them to do about it.

I explained that as someone who runs a business when my customer tells me something hasn't arrived, even though it's usually the fault of the mailing system and not me, I go and figure out where it is and why it's stuck there before even responding, much less asking the customer what I should be doing.

To this, I received the following response:

"Obviously we’re not capable of doing business successfully with people that live in your part of Canada. In view of that, we’re requesting that you no longer order from us. We realize that you’re not at fault here, and I’m sure it will save much frustration on your part, and enable you to better supply your customers if you get your supplies from a more dependable vendor, like perhaps Tandy, or Oregon Leather. "

This response shocked, baffled, and downright enraged me - and not only because they used my geographical location as a thinly veiled excuse to get rid of me 'politely'. Despite my shipping address being in Washington, where I'm located has no bearing on the majority of the problems I've experienced with them - they've been errors in processing an order and things that could be avoided with good internal processes in place.

But telling a customer to get lost? And to go find a more "dependable" vendor? Why not strive to improve your dependability instead? I'm blown away by this way of 'solving' a problem - by essentially throwing a rug over it and pretending it doesn't exist rather than taking steps to ensure it doesn't happen again and again and again.

If they screw up with me on 3 out of 4 orders, they are likely going to screw up with someone else pretty soon, if not already, so I hope in all sincerity that anyone considering shopping here thinks twice before placing an order, as you could very well be the next customer they decide to expel.

I'm not sure how it is that they offer 'excellent customer service' to some, and treat others like garbage, and much less how they've survived doing so; but the idea of telling a customer to get lost because they cant get their ducks in a row is appalling and completely the opposite of excellent customer service.

Edited September 29, 2014 by KandB

[Hi Im Joe]

I have ordered once from Springfield. I also was not happy with what arrived. However, they immediately fixed it and sent me out a replacement at no extra charge to myself.

I will order from them again. Customer service was friendly and very helpful.

Just thought I'd post my experience. YMMV.

[KandB]

@Joe - they have done that for the two errors they made in the past. It seems I was no longer worth trying to please since instead of just fixing the error like they have in the past, they sent me the above email telling me to stop ordering from them instead.

[DavidL]

My order also had an error but was fixed free of charge. The quality is hardly better than tandy.

Every retail leather business I ordered from has had a problem or horrendous customer service trying to prove your wrong before they even see if they are at fault. A personal attack on your business is also childish for a company to make..

Not going to name the company since its going to get deleted as they are a sponsor to this site but they were also combative from the phone and I had to trouble shoot the issue myself before they would re ship. They did fix it but I would have to think about it first to re buy.

[husker]

I would say that I have ordered from them a few times a year for the last couple of years and I made a costly mistake once, called them to let them know I made a mistake on custom cut leather strips to just see if they could do anything for me and they were nice as can be. Sent me new leather strips with a prepaid shipping label for me to ship my mistake back to them. That alone made me want to do more business with them. It is unfortunate that this happened and doesn't even sound like the same company I've dealt with.

[King's X]

Wow!

[plowboy73]

I use them all of the time both on-line and going to their store. They have always given me great customer service in store and on-line. When I order online and need the leather to meet certain standards, I call them when I make the order. I have always been treated with respect, but I also treat them with respect even when they make a mistake.. Because I'm sure not perfect!!

[Elliot]

I have had them send junk to me.

Will not order again!!!!!!!!!!!!!!!

[DavidL]

Quality is all over the place. If your running a business don't let them be a liability to your company, they buy in 1000+ square foot to meet minimum requirement and about 30 percent will be C and D quality and they have to sell it. Okay for hobbyist.

Buy direct from the tannery and go for another retailer for supplies would be best.

[Russ]

I've had to "fire" customers before, both from my leather working business and my wife's restaurant. I'm sure it was not something SLC took lightly. However, there comes a time when you have to accept you can't meet a customer's standards, and it's costing too much money to try.

On the other hand, you've not been happy with their products on multiple occasions, I'd be looking for a different supplier anyway.