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Laurie
Double Platinum Member
Canada
4854 Posts |
 Posted - 06/10/2008 : 05:32:04
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I received my first Small Bear order last week and it was nearly all perfect. Some great stuff that just can't be obtained anywhere else.
They had put one wrong part in the shipment though - should have been a plastic battery drawer, but they put in a battery.
Here's my challenge... I've emailed them three times over the last week trying to sort out the error (to the "sales" email address in the order confirmation, plus the general email address in the contact info) and haven't had a reply. Not an acknowledgement of any sort.
Is this non-existent communication usual for these guys? Has anyone else had a problem with an order and has been ignored? Does anyone have a phone number for them?
I really want to place another order, but I dunno.... Just trying to set my expectations I guess.
UPDATE - RESOLVED:
Just received this note from Small Bear. They are sending the right part tomorrow. Looks like it's resolved. Thank you Small Bear!
"I'm really sorry for not getting back to you sooner. We've been swamped with emails and orders lately, and short-staffed as well. Unfortunately, our response time is increasing in all areas" |
Edited by - Laurie on 06/10/2008 22:10:57 |
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zentropa
Gold Member
USA
837 Posts |
Posted - 06/10/2008 : 06:00:23
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i've ordered from small bear once.
ordered on a thursday. parts were shipped the following wednesday.
everything was decent, but i don't order from them if i need anything fast.
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jack
Platinum Member
USA
1418 Posts |
Posted - 06/10/2008 : 06:14:07
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I have ordered from them a couple of times, and the turnaround was decent. I think I had my stuff within 5-10 days after I ordered. Perhaps not the fastest, but definitely not the slowest either...I recomment them  |
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zentropa
Gold Member
USA
837 Posts |
Posted - 06/10/2008 : 15:45:20
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their stuff was solid, but i get the impression sometimes that their descriptions of items are intentionally vague in order to prevent people from tracking down the same item or an equivalent somewhere else.
was the mixup for you worth less or more than what you paid for? |
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Laurie
Double Platinum Member
Canada
4854 Posts |
Posted - 06/10/2008 : 15:49:58
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The mixup was about $1 in their favour. Not a big issue, it certainly won't kill me, but it makes me skeptical about the next order, you know?
I thought long and hard before putting anything like this up for all to see - there are always reasons, and I gave them the benefit of the doubt for nearly a week. I am just astounded that they haven't responded in any fashion - email or telephone. I'm sorry for the profanity, but that's p!ss-poor customer service in my book.
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Edited by - Laurie on 06/10/2008 15:51:36 |
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zentropa
Gold Member
USA
837 Posts |
Posted - 06/10/2008 : 16:56:10
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| i don't think it's wrong for you to want to get what you paid for or at least explained to why it's too costly to actually get you what you paid for but they should at least credit you back some $ for the part you didn't get. |
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Laurie
Double Platinum Member
Canada
4854 Posts |
Posted - 06/26/2008 : 22:14:07
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Just received my second order from Small Bear. No issues. Great stuff!
My earlier experience was clearly an abberation... I'm very happy with they way it's going now.
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Small Bear... ISSUE RESOLVED
