Problem Open letter to Decor....

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JbNormandog

JbNormandog

SGF, Supreme Grumble Framer
Joined
Apr 8, 2004
Posts
3,751
Loc
NJ
(I am really trying not to get mean)

I have had so many issues with Decor that I have tried to overlook.

During Christmas I got a chop that was three different sizes, two legs the same and two that were two different sizes.

The last couple of mat orders I received were from someone not smart enough to WASH THEIR HANDS before pulling mats, the white mats were not enhanced by the black smudged finger prints.

The missed delivery 2 weeks ago didn't help matters either.

Then comes today, it is passed 5 o'clock and I call to confirm that I am going to get the delivery I REALLY NEEDED for a good client and am told all deliveries will be made. It is now 8:15pm and no truck.

At what point do you fire a company that is as bad as they have been? The only good parts are the ladies that take the orders. If it wasn't for them I would have dumped these dopes a while ago. They have ONE good driver left and today this isn't his route.

I have had to loan a driver money to put brake fluid in his truck and have heard over and over again how much it sucks to work for them.

Decor get your head out of you butt and do your job!!! There are actually a few of us left that expect better.


Bob
 
Wow! Glad I'm not a customer. The dirty hands issue happens to me a lot, but never from LJ.

Drivers are usually the company's front-line staff, along with the order-takers, and how they treat you, what they say, the secrets you can learn from them, all combine to tell you the health of the company, or at least the quality of management. Sounds like Decor needs a change.
 
Some companies are trying to cut everything to the bone. If they have a qualified, experienced employee who is making $15. an hour, they might replace that person with a knucklehead who makes $8 an hour. Maybe the knucklehead doesn't show up every day or comes in late, or got arrested last night and makes lots of mistakes, they think they are saving money.
I don't know if that applies in this case but I see some of this with some companies. :shutup:
 
I have all but dumped them. I got a new rep 2 years ago and have only seen him once. Has only returned 2 phone calls, I just go through the 1800 # now, if and when I order.

Now that they have merged/taken over Southern I have had nothing but issues like your having now. I was told my delivery would now be at my shop around 6 am, if I can't make it they'll just leave it outside, or I can give the driver a key to my store, along with the alarm code!

Really, do other stores do this?
 
ArmyFramer said:
I have all but dumped them. I got a new rep 2 years ago and have only seen him once. Has only returned 2 phone calls, I just go through the 1800 # now, if and when I order.

Now that they have merged/taken over Southern I have had nothing but issues like your having now. I was told my delivery would now be at my shop around 6 am, if I can't make it they'll just leave it outside, or I can give the driver a key to my store, along with the alarm code!

Really, do other stores do this?
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I told them no more glass or mats ordered from them as I have no overhang to leave them under and I am not carrying boxes of glass. Sales rep delivered my last moulding order because of weather and said they have had a lot of complaints about the new delivery schedule and are looking at changing it back.
 
I order a lot from Decor. I am very happy with my sales rep but lately there seems very little she can do to resolve all of these issues. I am not close enough to get deliveries so if I want to see my order within two weeks I have to have it sent UPS. Decor does not work with Fed Ex. I always ask for my mouldings to be cut in half for a couple of reasons, one of which is that it keeps the shipment under six feet to prevent an extra fee from UPS. The packers in the warehouse don't feel like cutting boxes down so they just pack my five foot lengths into seven foot boxes and stuff the rest with styrofoam. I explained to my rep that if it happened again I may have to take the samples off the wall. Guess how long the box was the very next shipment. If you guessed 7' you win.

Also have you ever tried to get Decor to issue a call tag to have something returned? It will never happen.

I was told that I am in their top five customers in the mid-Atlantic, but they still don't care if they lose my business.

Ed
 
I fired a company last week.... I've been doing biz with them for years.
They recently changed owners.... and I know.. it takes a while to get used to it and get going.

The lady on the phone sounded like she had marbles in her mouth... couldnt understand my order... took 2 weeks to get here....... AND they put my entire CC # with the expiration date.. on the order form....... :faintthud: To top it off...... the chops were the not cut right either...
 
For anyone that has returned anything to Decor keep in mind they don't refund the money they just put credit in your account but WILL NOT credit it to anything unless you ask.

If you have returned anything call and ask them if you currently have any credit sitting.

The update I got was that the driver told dispatch I looked closed. I told dispatch yesterday and today it is a home residence that never closes and I have received other trucks from them here for months.

Bob
 
JbNormandog said:
For anyone that has returned anything to Decor keep in mind they don't refund the money they just put credit in your account but WILL NOT credit it to anything unless you ask.
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I hate that. I'm sure that a lot of busy shops just trust that they got the credit. If I owe a credit to a customer I give it to them on their next order whether they want it or not.
 
THEY GOT IT WRONG!!!!!!

OK, I finally got the order and it is WRONG!!!!

Called to get it fixed and they tried the CREDIT the account later and re-charge now routine.

This will be my final order with these idiots, I like the rep but when I called to let him know what has been going on I heard about how many issues they have been having and how they screw up many other shops around here lately.

This order was for a very big company that needed this done asap and now I am feeding him the same excuses these dopes are giving me.


Bob
 
Unless they're the only company that delivers in your area, I would have fired them a long time ago. The occasional hiccup is understandable, but a pattern like this is totally inexcusable. I fired one vendor after too many screwups, and I put another one on notice. The latter was going through a warehouse move at the time, and they've since ironed out the kinks and became a model vendor.
 
Finally got the correct mouding a week late.

This week they didn't stop at the shop where I work part time.

She called and they had no answers. (What a surprise)

Bob
 
I Know your pain! They layed off my sales rep a year ago and I haven't seen anybody since then. I have been having nothing but problems with my orders and I'm done with them. I ripped them off the wall this month. Had a few I hated to see go but I don't need the greif and agravation, not worth it. You would think with the ways things are you vendors would be trying to keep your customers not chase them away.
 
Decor

I'm a little surprised at all the problems people are having with Decor. They are my main source of supplies. They deliver twice a week, and the drivers couldn't be nicer. My sales rep stops in every other week, and is happy to take care of the rare problem. I've had more problems with another N.Y. distributer who substitutes generic supplies on the sly.
 
framed ct said:
I'm a little surprised at all the problems people are having with Decor. They are my main source of supplies. They deliver twice a week, and the drivers couldn't be nicer. My sales rep stops in every other week, and is happy to take care of the rare problem. I've had more problems with another N.Y. distributer who substitutes generic supplies on the sly.
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I've been a Decor customer for 10 years and have never seen (or heard from) a sales rep. I used to buy 2-3 boxes a month from them before quality problems caused me to switch most of my mouldings to Studio.
 
Decor has been one of my larger suppliers for a long time. I am a length user, hardly any chops. I don't trust most companies to do chops right. I have been aware that Decor will chase the lowest price producer for years. Some of the stuff from Brazil is the pits. I have also totally dropped their Chinesse blacks, the worst compo ever! Try Omega there. One time I had an order that required some 400' of the same item and when I talk to the sales office and asked if I could expect the color to be the same, he exclaimed "why not"! I told him that the company is known to be inconsistent due their chasing the lowest price supplier and finishes to vary from shipment to shipment. It worked out in the end though. Since I order 60-100' at a time, I can make a new sample as needed, but chops are out of the question. All moulding suppliers are having a rough time these days and , like me, are trying to cut expenses, but Decor is famous for counting beans. Omega was like that, but have changed their ways.
 
The whole credit thing drives me NUTS. ....and when you call, its like they dont know what is going on.....and you get some attitude..........I use them as a last resort
 
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