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Post by thedarkknight on Feb 3, 2009 19:26:28 GMT -5
I came here because I know I could ask this freely and not be shot down for questioning a vendor. I think I came to the right area.
I ordered a Wested (surprise surprise!) on Nov 27th 08. Raiders regular goat custom. I was very patient about it and waited until about December 21st to email them concerning the status. Basically I was told that they were out of goat so I had to wait longer. I figured I could do that so I have.
January rolls around to about the 18th..no goat. This happened all through January. All's I ever get from Gemma is "Sorry for the delay on goat. 14 more business days." It almost feels as if they are blowing me off.
I finally switched to Horse because it's in stock. I figured that it'd get made and shipped because she said that when goat would come in it would be made because I've been waiting for a while.
Throughout this time Wested has decided to not reply to my emails and do so selectively. Not sure what to say about that. But this is very frustrating as I've gone way past the quoted 21 maximum days. I was patient and waited way past that as I understood they were busy but if you can't hold up to your policy stated clearly on your site, why have it? I do commend them for being choosy about the quality of the goat, but I switched to horse a while back and still no email about the status or anything.
Any advice if I should send yet another email? I sent 1 Sunday for an update and I haven't heard from them yet. At what point do I ask for a refund? Does this make since that I am frustrated? I've waited since Nov 27th and their communication is the worse of any company that I've dealt with. I'm beginning to question their quality as well because all the errors people constantly get on their jacket.
Thanks!
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Post by Tyrloch on Feb 3, 2009 20:00:57 GMT -5
Hey,
I feel your pain. I ordered a ToD jacket in dark goat from them about mid December. After waiting about 3 weeks, I emailed to ask for an approx. ship date. I was informed that they were waiting on the shipment of Auth. goat. Huh? I emailed back and said to check with Peter -- he had said that he could make my ToD jacket from the Dark Goat. I then received a reply that the change had been made to my order, and it would be completed in the next 14 working days. To my best knowledge, tomorrow is going to make it 24 days since that last email -- still no tracking number, still not jacket. I'm trying to be patient, but I know what you mean about how much is too much...I'll try to wait it out til the end of the month to see what happens. Then it may be decision time about a refund...
~Jace
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Post by thedarkknight on Feb 3, 2009 20:50:56 GMT -5
In one sense, it's nice to see that somebody else is having the same thing, but yet not. It makes you wonder if Wested is in it for the money only, but I'd rather not make blank statements. They seem to be very nice people and put out good quality jackets at good prices, but their business part seems shabby. I also hope they don't send me a jacket with missing details that I asked for in the special requests form (not much.)
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Post by Tyrloch on Feb 3, 2009 20:56:41 GMT -5
I don't think that they're only in this for the money. I think that they just have very shoddy communications with their customers. I think if they spent a bit more time keeping us informed as to what's going on with our orders, and a bit more attention to the details of orders, then they would be top notch. Let me also mention that I did not have this much of a problem the last 2 or 3 times I ordered from them: That's why I'm giving them the benefit of the doubt & not flying off the handle cancelling my order. I wonder what makes this order different that it's so big of a hassle...
~Jace
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Post by jsl5150 on Feb 3, 2009 21:10:43 GMT -5
Dark Knight,
1st thing: Stay the course because I assure you it will be worth the wait.
My off the shelf 'combo' package arrived from Wested earlier today ordered on 1/2/09. Thank god everything fits pretty darn well.
Gemma was polite and responded my mail early last week with the parcel force tracking number which was a plesant suprise. I'd say if they can help it (i.e. having the materials on hand) their goal is to get product out the door. Keep the faith, it will be well worth the time and effort in the end.
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icefalcon
Trail Guide
Im a skydiving, dog sledding, archeologist, air force pilot trainee
Posts: 66
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Post by icefalcon on Feb 3, 2009 21:17:19 GMT -5
i have never had a problem with their service, that was what i loved i got my jackets quick. I have two an OTR lamb, and an OTR fiml cut soft goat. both are good jackets but i was expecting a little better quality. the stitches all come out on both jackets really easily.
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Post by thedarkknight on Feb 3, 2009 22:32:43 GMT -5
Should I email them again though? I would rather not bother them but at the same time, I'd like to have an update and not be waiting blindly.
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icefalcon
Trail Guide
Im a skydiving, dog sledding, archeologist, air force pilot trainee
Posts: 66
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Post by icefalcon on Feb 3, 2009 22:49:20 GMT -5
dude if you paid for it already that long ago i would demand some form of action. i cant believe they are acting like this
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Post by Kt. Templar on Feb 4, 2009 1:33:27 GMT -5
Don't get yourselves all wound up. Their tannery screwed up an order then went on holiday for most of the month, when they came back they started tanning again and it takes about 30 days to get an order tanned from order to delivery. Skins are due, they haven't arrived yet.
PLUS
We just had the highest snowfall in 20 years, London and much of the UK has ground to a halt. I'm pretty sure that the 'Barn' is cut off right now as it is down a small windy country path.
You can cancel if you want but you are cutting off your nose to spite your face. No one wants to delay delivery, just ask Fedora about that one!
PS if you really are not getting a response by mail, give them a call, it only costs a few dollars. Spamming them doesn't seem to work... it just seems to triggers the spam filter.
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Post by Tyrloch on Feb 4, 2009 6:53:36 GMT -5
KT,
I myself, am not getting all wound up -- I would just like to either get my jacket, or at the very least, an accurate date of when. As I said, I was told 24 days ago that my jacket would be completed in the next 14 working days, but that wasn't when I first ordered it. I placed my order on Dec. 18th, right after Peter announced that he was out of WG, but did have some DB goat that he could use, which is what I requested that the y use for mine. So it shouldn't have been a hide shortage that caused the delay. But the first time that I emailed to get an approx. ship date, I was told that they were waiting on the WG: so my order wound up getting delayed because they had me down for the wrong hide. So maybe they're snowed in right now, but if my order had been completed when it should've been, I would've gotten the jacket weeks ago before the blizzard. Again, I'm not jumping up & down about it, I would just like to be able to ask when my order should ship, and actually get an answer that is fairly accurate...just my thoughts...
~Jace
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Post by Kt. Templar on Feb 4, 2009 7:40:38 GMT -5
Tyloch my friend, I refer you back to the first para i posted. With the best will in the world they expected new skins, they may have been rejected. I still don't think that many have arrived that they can use.... some have because we have seen a few jackets arriving.
Maybe Skype them, it's free isn't it?
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Post by Tyrloch on Feb 4, 2009 7:46:18 GMT -5
I got it that they are experiencing an unfortunate hide problem. My point is that when I originally placed my order, it was the same same that Peter posted that he HAD some DB goatskin that he could use for jackets. So my thinking is that when they accidentally put me down for Auth. Goat instead of DB, the DB that they had got used up before they made the correction to my order. So without trying to sound pissed, I'm waiting longer than I should've had to because of a mistake on their part. Hence my comment about them needing to improve their customer cummunication skills...  And at the risk of sounding ignorant, what the heck is Skype?? ~Jace |
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Post by Kt. Templar on Feb 4, 2009 8:07:33 GMT -5
Internet based phone service, it uses IM type tech. I think you pay for a local call, if even that for international calls.
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Post by thedarkknight on Feb 4, 2009 9:25:33 GMT -5
Wound up? You mean the fact that I've waited so long and very little communication? If you would read my post more indepth, you would have realized that I commended them for being choosy about the leather. I just got an email back from them and what does Gemma say? No goat still. How is that? I switched to horse to get my jacket made. Once again, poor communication and customer service.
I've waited for an entire year for whips Kt. Templar and hardly ever emailed the makers. They gave me times of when the whip would be made or simply "When I get to it." They would update me on time and were very clear. Not a problem!
Why stick up for Wested for leaving their email system up for so long when they aware of issues? When they send jackets to the wrong places or screw up orders. Telling me they are busy isn't an excuse. If they have to take longer, take down the "21 maximum day" quote down and take a little longer to get it right.
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Post by Tyrloch on Feb 4, 2009 9:32:01 GMT -5
Before switching to HH, were you waiting on Authentic goat or dark brown goat?
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Post by thedarkknight on Feb 4, 2009 9:44:43 GMT -5
KT, that also wasn't asking for a fight either. I'm simply frustrated with Wested.
Tyrloch, I was waiting on authentic brown goat.
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Post by Tyrloch on Feb 4, 2009 9:57:56 GMT -5
Oh okay. I was thinking that you were waiting on the DB goat, same as me. That would have explained the hold up with my order -- but since we ordered 2 different hides, it doesn't explain anything.
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Post by thedarkknight on Feb 9, 2009 10:58:23 GMT -5
Hear anything Tyrloch? I haven't heard a single thing from them in a few weeks.
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Post by Kt. Templar on Feb 9, 2009 14:34:03 GMT -5
It would be utter madness for them to be ignoring people on purpose. Try using a different email account (try not to use Hotmail, Yahoo Mail, GMail) and include your order number and full name, or give them a call.
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Post by thedarkknight on Feb 9, 2009 16:46:08 GMT -5
I tried something else and they seem to be getting emails perfectly fine now but take a little while to reply. I send them an email last week. Been keeping the emails down to a bare minimum and with the same email as to not get them mixed up.
I would just hope that the jacket has been made as long as I've waited and having switched to a hide that's in stock but it seems to not be the case. How's the snow incident over there Kt?
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Post by Kt. Templar on Feb 9, 2009 17:15:40 GMT -5
In the south the snow's nearly all gone, by about Thursday last week all the roads had cleared down here. Today we have storms and flooding, with a possibility of more snow. NICE.
LOL.
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Post by thedarkknight on Feb 9, 2009 17:46:06 GMT -5
Doesn't that just stink! I hope Wested is all right as well as all the other fellow gear heads in London.
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Post by Tyrloch on Feb 10, 2009 7:27:50 GMT -5
If I heard correctly, the new batch of goatskin arrived yesterday. But I read that on the other board, I haven't heard from Wested since last Friday, which was when Gemma told me the hides were coming in by today. So hopefully, I will hear from her in a day or 2 with news that my jackets have shipped...
~Jace
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Post by thedarkknight on Feb 10, 2009 8:53:10 GMT -5
Well, that's great news. Lets hope they got good goatskin in for everybody. I'm hoping that I finally hear from them again about my jacket as it's been a while.
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Post by thedarkknight on Feb 12, 2009 16:56:45 GMT -5
I just got an email from Wested saying that my jacket is suppose to be cut next Wednesday! I'm hoping that they get everything right and it's shipped next week as well. Best news they've given!
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