Loveland >Rockywoods Outdoor Fabrics
Poor service, follow through and client management....
Poor service, follow through and client management...
I am in the process of taking a new product to market. During development and design we decided to try a different fabric vendor and called Rockywoods. We spoke at length with a representative and made an initial test order of material and samples. He assured us our order would arrive in 3-5 business days. We patiently waited... after 2 weeks still no delivery.
I called back and there was no record of the order. Put on hold, the original representative picked up the call and informed me he had never sent the order to shipping. This happened after an extensive conversation where we explained we were looking for a vendor for future orders that would entail large bulk orders of rolls amounting to tens of thousands of dollars.
He then proceeded to tell me that's why they want customers to order online so that an email confirmation is sent which was never mentioned during our initial call... why he couldn't send one anyways is beyond me.
I then asked that they overnight the order as we were behind schedule. I was then told that they would not pay the shipping difference.. we would have to pay it. Considering we were looking at spending considerable amounts and they had already failed the first round, I was nonplussed to say the least.
Needless to say I canceled the order immediately, hung up and will not do business with Rockywoods again.
FYI I called Rockywoods back and asked to speak with person who ran the company. I explained the situation to her and that I had posted a review on Yelp. After telling me they would only ship by mail I told her we did not want to continue and that I had called back to inform management as this was something I hoped would be done if someone in my company had treated a potential customer in that manner. "Oh, then you just called to complain" she said and hung up on me.
Bad Customer Service. My Rockywoods order was lost in the mail and customer service was unsympathetic and said there was nothing they could do, they do not insure packages so if anything happens to your package in the mail, you are outta luck, (and possibly a lot of $$)! The post office told me they would be happy to speak to the company to confirm that the package was lost, but could only cover damages on insured packages, I relayed this information to Rockywoods, but the man I spoke to on the phone had no interest in contacting the post office and was unwilling to help in any way. I realize this is an issue with the post office more than the fault of the company, but in my opinion when businesses choose to take the risks involved with shipping things by mail, they should take responsibility by insuring packages and replacing lost items rather than dumping the loss onto their customers. The post office assured me that most businesses do replace items lost in the mail.
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