Hide House issues

[Ian]

Does anyone have any connections with the owners of The Hide House?

I have been battling a problem with them for almost a month without resolution.

I ordered 2 hides from their sales flyer. They told me the flyer was out of date (although they still advertise those prices on the web site)

They offered to give me a reduction in the catalog price.

When the order arrived they had substituted a low grade leather (Nassa - don't ever order it!)for my order.

I called to say I was returning the hides - they said "no problem"

Shipped the hides on Dec 12 - according to FedEx, they signed for it on Dec 18.

I have called them 3 times to find out about my refund and was told alternately, that - they have no record of having received it - "it must by lying around the warehouse unopened", and that my refund would be issued that same day.

I pay with a debit card, so I can see transactions instantly, and no refund yet (although when I place orders, the money is out of my account within minutes)

I am out almost $400 plus almost $50 shipping (it cost me $28 to ship it back to them)

I have no idea how to proceed with this since it's an out of state company. How does one go about pursuing a company that says they will resolve issues every time you call, and then does nothing? I am at my wits end with these people.

PS In addition to their 'Nassa' product, don't order the 'Explore' - it has so many flaws, it's unusable.

Edited January 8, 2009 by Ian

[Ian]

Not to mention that this was for an order that, as I explained when I ordered the leather , was for a fairly rush order. How can I make promises to a customer when I can rely on the supplier?

[Ian]

Well, the issue appears to be resolved (after my sixth call + email). Although according to my bank, the refund was made this morning and not on Monday as they claimed.

I only use about 60-70 sides a year, which is small potatoes for The Hide House, so deciding not to order from them again will have little impact - but it makes me feel good to cross them off my list of suppliers.

Anyway, I'm happy to have my money back.

[rdb]

I'm glad you got the cash back...too bad the customer was left to hang.

I guess, in the back of my mind, I'll have your experience to draw on, when I think of Hide House.

Unfortunately, this seems to be occurring with several supply houses. Whether it's the economy, or just foolishness, I'm starting to get PO'd.

One thing I make sure, when I contact a supplier, is to mention this Forum. You would be surprised to see how few actually know we exist...even when some of their best customers post here. This Forum is an Historic part of Modern LeatherWork, it's influence yet to be understood, but it will be, I'm sure. A few suppliers, and toolmakers understand, but not enough. There are no real Unions for us, but as a group, were we to stick together, and promote our little "group", it can only help us. Maybe some suppliers will upgrade their service. They want our money, we should get a little something back.

[Johanna]

Maybe someone ought to email Hide House a link to this thread?

~J

[Ian]

It's not that their people aren't as friendly as can be - it's the follow-through that was dismal. I'm still not convinced that they didn't send me the inferior substitute, thinking I wouldn't know the difference. Heck I was in the business of selling leather garments for quite some time, so I know quite a bit about garment leather tanning and finishes.

Anyway, it's too bad, because they have an awesome selection of colors you can't find anywhere else. Just a few weeks ago I was singing their praises. Finding good sources is like discovering gold.

[rdb]

I notified them...we'll see if there is a response.

[Art]

Hi Ian,

It doesn't take long for sacks of potatoes to turn into a truckload.

I don't pretend to know the folks at Hide House. Never ordered from them. This economy has got consumer confidence in the tank, and in that instance, s__t definitely rolls UP HILL. Sometimes you have to trim the payroll to stay alive and if the owners or bosses don't pick up the slack, then you get poor customer service. Generally, customers don't stand for poor customer service (your case in point). In the cyclical economy, the best time to start or restart a business is at the low point of the business cycle. Inventory prices from suppliers are low; there may be an abundance of labor at bargain prices; and any number of other advantages for the startup. So now is the logical time for employees or family members who have been thinking about it and have some cash to leave established businesses and start their own, this is another drain (usually of the better or more motivated talent) on established businesses. Now the established owners are working 16 hours a day, 7 days a week, going to McDonalds for breakfast, and not having lunch. You can see where this is going.

I guess what I am saying is to cut the supplier some slack, but establish minimum levels of service you will accept, and reinforce those levels every time you order. I always call in my orders and do the reinforcement thing, you can't do that with a computer, and buying leather over the web is nutz. While unpacking an order recently, I found on the packing list under the calf I had ordered there was a computer written note "Customer will only accept #1 skins". So I had definitely made an impression on the gal taking the order, and the hides were primo.

Lastly, don't expect to get the cleanest, most beautiful, US produced hides at sale prices, seldom happens. If the seller is offering something at really good prices, then they bought it for really great prices, and nobody buys really great leather cheap. If you are getting a great price, inquire about how much of the hide is usable and what size clear pieces you can get out of it.

If you talk with your suppliers personally, they will know what you expect.

Art

  Ian said:

Well, the issue appears to be resolved (after my sixth call + email). Although according to my bank, the refund was made this morning and not on Monday as they claimed.

I only use about 60-70 sides a year, which is small potatoes for The Hide House, so deciding not to order from them again will have little impact - but it makes me feel good to cross them off my list of suppliers.

Anyway, I'm happy to have my money back.

[Ian]

Art, I believe it was you who said you had ordered from Waterhouse. I have some samples coming from them. I think you said you had purchased some thinner hides (maybe the 2 1/2oz?) Were the hides you received clean? Was it a soft, garment feel? Smooth grained or milled finish?

BTW, Hide House appears to be a big operation judging by the pictures of their 2 warehouses and group shots of the employees in their catalog. I had also wanted to order some buckles they had, but was told they were out, because they had just sold 5,000 to a single customer. So, i'm guessing they don't exactly cater to the small operator.

Hopefully Waterhouse will work out and I'll be able to post a glowing review of the leather I order. Their prices are also considerably lower than HH, so we'll see.

I liked your encouraging comments about starting new ventures in a down economy. It might be a glimmer of hope for us little guys.

[rdb]

I've got some Chestnut bridle leather from Waterhouse. They were beautiful pieces. Peter actually saved my butt with his extra service....

I don't know about the garment leathers though