Supplier Issue

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Territ

Territ

CGF, Certified Grumble Framer
Joined
Mar 9, 2006
Posts
143
Loc
Big Bend Texas
I'm steamed, after 4 calls to the supplier regarding a duplicate frame sent, the response is "we'll give you length price on your next chop". Is this any way to do business? It was a telephone order of 8 frames and when it was read back to me to confirm I told the rep. that the duplicate was in error and I needed only one. I've left two voice mails with the company owner and havn't received a response. Any advice is appreciated!
 
Sounds like a "he said she said" situation.

I have had similar situations and I just start with the fact that I pointed out the error while placing the order and the company still got it wrong. It is their responsibility to give you credit for the frame you did not order and have them pick it up. If, for some reason it is a frame you might find use for - offer to keep it at a reduced price. Otherwise, remind them that being in business is tough all around and for them to not offer the customer service is not in their best interest. As there are certainly lots of suppliers out there.

My 2 cents..

Roz
 
First of all, I never phone in an order, period. There is too much chance for misinterpretation of one's words over the phone and there could be outside distractions, static on the phone line, a hard of hearing order taker, or some other problem at the other end of the line. And you have no proof of what you ordered that could be used at a later date to verify your original order.

I FAX everything into the distributors. Everything, even if it's only a single matboard order. And, if the order is substantial, I ask on the FAX sheet for verification of the order and to ensure that all the materials are on stock and can be delivered on time.

Then if a mistake is made I have written verification, as do they, of the original order and every item ordered. My boss gave me the wrong measurements on a large mirror frame recently and I FAX'ED the order in for delivery. A day afterward (which happened to be my day off) she realized her mistake and SHE called to cancel the order for the wrong sized frame an reorder the correct size. The company chopped and sent both frames!! That wouldn't have been an issue if the changes would have been FAX'ED. Now they have to decide if they screwed up and forgot to cancel the original frame order or we actually ordered both frames. I have a pretty good track record with prior FAX'ES to prove that it probably was the former than the latter.

Framerguy
 
remember to "move up the ladder" to get a decision maker. Call centers can't make decisions when things sometimes need corrections.
 
Too true Sue, when I have a problem with a supplier, and I feel like it is getting nowhere I'll call my rep. The supplier wants my business, but the rep really wants my business!
 
Bob Doyle said:
Too true Sue
Click to expand...

Try saying that fast ten times!

I always phone my orders in, I find if I email orders they are not dealt with as promptly as phoned in orders. Also I am told instantly if something is out of stock and will also be told if I am slightly under carriage-paid so I can make a decision then and there. Only one company (Nielsen) reads back the whole order as an S.O.P. but most others read measurements back

Also builds a rapport with the order taking staff.

Anyway Territ - you're the customer, you can't be wrong - I wouldn't take their offer - I can see it anyway "I'd like to order blah blah chop - you're doing this one priced at length"

"Are we - why?"

You'll probably have to remind them and you shouldn't have to chase things - they stuff up - you tell them - they sort it - period (or 'full stop' as we say)
 
I like to give credit where credit is due.

I phoned in a chop order for a realtively large frame to Nelson's Frame & Mldg in Traverse City Michigan at 3 PM in the afternoon that had to be shipped next day air to complete an order for a customer. I was in a rush situation with the customer standing in front of me and they said they'd also rush to get it out. Their normal procedure is to read back the order, but this time I read back the order with corner sample in hand.

I was glad to see the Fed-Ex delivery truck the next morning, but when I opened up the package it was the wrong, and might I add, a comparatively very expensive moulding that was shipped.

I called with apprehension because this was one of those situations where nobody wins out.

Nelson's, to their credit, issued me a full credit along with the $ 50.00+ shipping charge. They also issued a pick-up for the mis-shipped mldg.

:thumbsup::thumbsup::thumbsup: Way to go Nelson's Frame & Moulding! From now on I will let your phone people read the order back and listen attentively.

Nelson's also offers a policy where if you make a mistake they will re-ship mldg at 1/2 price. Even if you miscut or damge a chop in house! I haven't had to take advantage of this generous policy very often, but it is what I call excellent customer service!

I'm in the process of thinning down my moulding selection and considering dropping a few vendors...you can be sure Nelson's will remain on my wall.

Thankfully my customer was very understanding.

Dave Makielski
 
Thanks for all input, I called back and got the owner who reiterated the offer to send my next order at length price, explaining that it was too much hassle to refund a credit card. Ooooooookay, I know I have a multiple frames job in Jan. and will order all of these at the length price, I'm hoping it will far exceed the amount of the error. And, since I don't use a fax, I'll be certain to e-mail so there is a record of the order. Dave, I loved the Nelson's story, I'll look into their line.
 
Checks, and cash work for me!

Could have told him, that's ok I'll take a check! I have credit with LJ, but have to remember to ask them to use it when I call in an order.
 
We have a company here called Arqadia....

http://www.arqadia.co.uk/commerceportal/default.asp?PageNo=DEFAULT

If you have a problem with an order you can do no wrong - there'll be a credit note on your mat next day, closely followed by the replacement - they have award winning customer service. Only once have they collected faulty/wrongly sent/damged goods - because it was a lot - usually they'll tell you to chuck it - or whatever, and they'll just write it off.

They are owned by Larson Juhl. Larson Juhl (UK) packed it in quite a few years ago - I had an account with them - hardly used it. The rep seemed to wrinkle her nose at us (this was in our previous, smaller place) and only show us what she deemed us worthy of, I don't know, I just know I was not aware of all the great mouldings they had.

When they went, Arqadia took on the LJ range - I love it and I shift lots of it.
 
Faxing is a good idea. But..........

If a mat or a frame, nails, whatever is out of stock or discontinued, how fast do you think you'll find out???

And if it is a rush job, how much lead time you have to either call the customer or find another supplier who may same or similar chop??

But otherwise, faxing is definitely much better.
 
Good point Paul. I order most of my supplies from UMS and they don't notify you of outages if you FAX them your order. You have to phone in your order and then they check on the spot for B/O's and OS items.

Some of the supplies like glass, foamcore, and mats I order from either Cash Moulding or Framing Supplier's because both deliver by truck and it saves a bunch in UPS costs. They both call me within an hour or so of receiving my FAX to let me know if they are out of something. I usually order from FS first, they deliver on Wednesdays, if they are out of something I will order from Cash who delivers on Thursdays. I split up the orders so both get about an even share in the long run.

For chops I almost always get a call within a few hours of FAX'ing in an order if something is out of stock. And my favorite rep from Wall (Hi Sharon, I'm tryin' to make you famous!!!) will call either way when she gets a FAX from me to let me know the status of my order. She is probably the best rep I have and she never leaves her office!!! She stays on top of everything that her customers need all the time.

FGII
 
I fax my orders, too. I like the fact that I have a “written” record.

If something is OOS or back ordered, nearly all of my distributors call me immediately (‘cept UMS) and tell me and often suggest alternatives.
 
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