3 weeks and counting....

[SirMarkos]

21 days and counting on my quilts. Not to mention my girlfriend had placed an order and then cancelled and still hasn't received a refund yet. AND, they are not answering their phones or emails. 3 emails sent and now 3 phone calls with messages left and nothing. I'm actually getting pissed.

I realize they are a cottage outfit but that's all the more reason to provide stellar customer service. They have to go above and beyond in order to be competitive. If they can't effectively keep up with the rigors of doing business, it's time to hire more help.

I hate to leave this kind of feedback because I've heard nothing but good things but to be fair, this is my personal experience and I believe it ought to be shared.

Honestly, there are guys on here that are reporting they put their orders in after I did and have already received their order. And there's nothing special about mine. All standard options with standard colors.

I could give 'em a pass if it were an item worth $20 bucks, but not when you drop $600+

[brokentree]

Everyone's experience is different but these guys really came through for me recently so I'm sorry you're have a bad time with them.

[Dutch]

Adam and Jenny are on a family vacation out West for two weeks. They will be back next week. They did run out of some fabrics, I know because I supply them. Their employee called and I sent some but that might have caused some orders to be later than others. I am sure they will take care of you.

[SirMarkos]

Yeah, they sent out an automated email saying they'd be out of town. But in the message they did state that business would carry on as usual, orders wouldn't be delayed and that they would respond to inquiries made within 24 hours. We sent an email out last Friday and tried to give them the benefit of the doubt but still no response.

And Dutch, you're a small outfit too. And we've placed several orders with you over the last 2-3 weeks and you've been very fast and responsive. It's been much appriciated!

[BroChaos]

3 weeks isn't out of the ordinary.

[SirMarkos]

3 weeks isn't out of the ordinary.

And generally I wouldn't be saying a negative word at all, but the lack of communication and the fact that people that placed orders after me and have already gotten them delivered here on the forums, is what has prompted my post.

[SirMarkos]

Not sure if Adam is psychic or if Dutch gave him a call, but my girlfriend just received her refund with a personal email from Jenny and I got a personal phone call from Adam with an apology for the unusual delay in delivery and a promise to get my order shipped in time for my trip this weekend.

I'm grateful for the response and prompt resolution.

[MAD777]

While timing is somewhat unpredictable with cottage vendors, ultimate fine service is always predictable.

[SirMarkos]

...and just got my shipping notification.

[billyjack]

I put in an order for the burrow TQ and phenix UQ last month. After putting in the order i realized that I had ordered the snap button foot box instead of the sewn. I immediately called, and sent an email explaining my mistake and could they please help me correct it. I also called and sent another email a couple days later. I figured it would be no big deal to get it corrected.. I never did get a response...
I did receive my gear in just a little over two weeks, which was faster than I had expected.. the quality & workmanship also looks great.
That being said, I will never do business with hammock gear again, nor will I recommend them to anyone, ever..
I realize that cottage vendors are very small businesses, but that's no excuse, to completely ignore you're customers.
I would also like to say that I have done business with several other cottage vendors on HF and have been blown away buy there customer service, dream hammock, warbonnet and dutchware to name a few.