Hammock Gear Communication "intervention"

[halfastronomical]

HAMMOCK GEAR regulars and friends, please read this objectively, as it is a true representation of my experience with Hammock Gear. It is not a slam, it is an honest account of my dealings with them. I am even leaving out the "dramatic" parts. Just facts

My $800+ HG Order experience:

Out of my 30 or so emails in now over 2 months, I have been replied to maybe 3 times. Out of 2 phone calls, I had no answers, and I was promised several calls that never came... I posted 1 complaint on HF and I got an IMMEDIATE reply from Thorwren. After I sent private messages, AGAIN, I got no reply. That leads me to believe that the best way to get their attention is posting in HF. If they would address this privately, I would not be posting this here.

A lot of my questions were really important and had to do with different fabrics being used. The problem is: I got my order before they even replied to me, and NEVER did they even acknowledge or answer the questions that I had about my fabric choice.

In the end, I was trying to help them with the communication problems and I tried to see what I could do to ease the communication issue and tell them that I forgive them, but none of those emails or messages were answered either.

If I were them I would fix it before they start losing customers, as I am seeing that I am not the only one with a bad experience lately.

TO THEIR CREDIT:

They sent me TWO DOWN PILLOWS for free, because I had so much trouble....which I thanked them for and told them that I forgive them, etc....still no reply from the 5 or so emails that I sent after that.

Then they gave me a 20% discount, which was really cool! I thanked them for that and have still heard nothing.

They shipped my order faster than most people have reported.

Their gear is REALLY WELL MADE and WARM!


MY POINT: Adam and Jenny have a resolvable problem, that is not being resolved. They seem like great guys and their gear is outstanding quality. I just fear that their rep may be tarnished by the unprecedented sales that they had and their slow to non-existing communication as of late. I am not trying to slam them at all, and i may even order from them again.

I just do not want them to forget the reason that a lot of people use cottage vendors...they are accessible and knowledgeable, along with making top notch gear. IT IS NOT ONLY THE GEAR.

I hope that their loyal defenders do not hate me too bad for posting this, but I assure you that it is all true and you can ask them if you want. I told them I would be posting this, and they said that they did not blame me. I REALLY hope that this leads to helping with the communication problem, and I am sorry that I have to be negative in such a positive forum.

[cfi on the fly]

Thanks for posting about your experiences. I know that most here dont like to hear complaints, but when Im buying gear from someone I appreaciate people like yourself that give an honest assesment of their interactions with the company-even if it may not have been a normal one.

[SwinginIt]

I know exactly where you're coming from. I spent about the same as you did with them on a TQ, UQ, and tarp. With plans to buy more. But communication was very slow and a couple emails weren't responded to. I'm really happy with the gear and tout it highly to anybody that asks, but I've been considering trying a different vendor for my next round of purchases because of the communication problems. When dealing with custom gear and all the questions that go along with it good communication is paramount. Nothing was bad enough for me to write them off but I am open to a better option.

[halfastronomical]

I know exactly where you're coming from. I spent about the same as you did with them on a TQ, UQ, and tarp. With plans to buy more. But communication was very slow and a couple emails weren't responded to. I'm really happy with the gear and tout it highly to anybody that asks, but I've been considering trying a different vendor for my next round of purchases because of the communication problems. When dealing with custom gear and all the questions that go along with it good communication is paramount. Nothing was bad enough for me to write them off but I am open to a better option.

This is what I hope:

Adam and Jenny will read this and something positive will come out of it. That is my only motive. THANKS!

[OneClick]

Any responsible company expects and appreciates feedback, good or bad. I hope, and I'm sure, they will get any issues resolved.

I know it's not an excuse, but I can't even imagine how crazy it must be for them dealing with us gear-crazed hangers, especially during certain times of the year.

[OCDave]

I have ordered from HG twice, once prior to the new website and during the holiday sale. I spent more than I intended during the sale because I found the pricing way below my perceived value. I seems this was true for many others as well.

Applying laws of supply and demand, one option for HG may be less aggressive discounts. More profit from fewer orders would allow Adam and Jenny the opportunity to provide better service to those who value their products most.

Perhaps I'd own a lesser tarp or one less quilt if their prices were higher. But, I feel my HG products were worth the wait and worth more than I paid.

That said, I am certain that growing their business is a learning experience. I hope they take advantage of this feedback.

[stormcrow]

..Applying laws of supply and demand, one option for HG may be less aggressive discounts. More profit from fewer orders would allow Adam and Jenny the opportunity to provide better service to those who value their products most.

OCDave,

We almost NEVER have a sale. We do the Black Friday sale as an annual event as one way of giving back to the HF community. With our prices being what they are, and the margin that is left, we make considerably less money on the sale than most people might think. Trust me

We thought were ready for this year but right after the sale we experienced some unexpected staffing issues that changed expected timelines considerably. We will do things differently next year.

~Stormcrow

[HamMike]

I think folks just need to understand the cottage industry.These people are busy doing every job involved. Measuring, cutting sewing , stuffing, admin, supply ordering, finances, ect. I know when I pay for a product at Hammock Gear that I'm going to get exactly what I want when it's finished and I don't care if I never get a word from them in between. I'm sure it's a little nerve wracking if it's the first thing you have ever ordered from them. I'm sure just like me you will be a loyal customer from now on. Can't beat two pillows and 20% off. Glad you dig your quilt. Welcome to the club.

[Acer]

I think folks just need to understand the cottage industry.These people are busy doing every job involved. Measuring, cutting sewing , stuffing, admin, supply ordering, finances, ect. I know when I pay for a product at Hammock Gear that I'm going to get exactly what I want when it's finished and I don't care if I never get a word from them in between. I'm sure it's a little nerve wracking if it's the first thing you have ever ordered from them. I'm sure just like me you will be a loyal customer from now on. Can't beat two pillows and 20% off. Glad you dig your quilt. Welcome to the club.

I agree with HamMike. Too many times,,I see members of this forum expecting everything their way, including myself,,and you have to realize, your dealing with a small dealer that is busting his/her butt for a living expecting everything your/our way. HG is AWESOME on their products and service in my book as well as all others that I have made purchases from off this forum as cottage makers and their products are best in my book. Sure we can't communicate as asap as we might like,,but that goes with the turf that these people have to work in busting their butts constantly trying to please everybody all the time. Sorry people..but the old saying goes,,you can't please everybody no matter what you try as some times, someone just falls thru the cracks. There have been a time or two, I felt like I fell thru the cracks communicating with a cottage mfger, but come to realize that there are reasons it "just happens sometimes", no matter what the excuses.

I will say this in defense of HG,,sent a tarp back to them just a couple of weeks ago, told Jen in a email,,didn't need it for a couple of months as I had 2 others to use of which one of them was theirs (another cuben tarp I own),,got it back yesterday unexpectly with TOTAL satisfaction once again from them and they didn't charge me a dime for the repair. I am still trying to communicate with them offering to pay them for at least, some labor and shipping as I KNOW, they are busting their butts to make everybody happy, are small in business, home bodied type business, working their butts off to please us,

Guys, take alittle time and smell the roses a bit. All of these cottage makers are here for us and we are all one big happy family in pursuit of our endevours.

[WV]

Adam and Jenny,

Please ease off a bit. When (if) I go into business, like Leighlo I will only sell from existing stock (no orders!), and my motto will be "The customer is often wrong."

Oh yeah, also raise your prices.