Does anyone know of another company similar to Rio Grande
but MORE reasonably priced?
As an ex lapidary and tool store, I can tell you that all of the tool
retailers are working with a very low markup. There will be little
difference between Rio Grande and your local Rock Shop when it comes
to tools. The later may have a little longer delivery time, but not
by much. The local will appreciate your business while Rio Grande
and others think that they are giving you the privilege of shopping
there. The local might not have the source for some of the Hi-tech
equipment offered by the big catalog stores, but for 99% of your
requirements, they can fill your needs, sometimes at a lower price
than the "Big Guys".
Just a little food for thought.
I tried calling Rio Grande yesterday on their order line and got an
all circuits busy message, same with their 800 fax line. I finally
faxed their local fax line. Ordering is certainly not as easy as it
was a couple months ago. Rick Hamilton
I have been dealing with Rio for 9 years and have been very
satisfied with their service. If I start a new Silver technique or
new design, even if I have carefully read and prepared for it ,I have
all kinds of problems.We should have patience. I am sure they will
make service better than before. Not connected with Rio in any way.
--Bill from L.I.
Hello Andrea - Since, we are all in your data base - have you
considered sending a letter to all of your customers regarding this
change and what to expect in the way delays or potential delays?
I've been spared, because I haven't needed to make a purchase
recently, but the frustration on our end would be that in planning
the timing of our orders - we would be expecting the same prompt
service that Rio has always provided and, instead, would be
encountering major delays or problems. There have been several times
when I needed a product on short notice - be it for a special order
or because of poor planning on my part. I would then be forewarned
to possibly choose another company for that specific order.
Personally, I wouldn't turn away from a company, like Rio Grande,
that has served me well for many years - but, we do have our own
deadlines to meet! btw - I have always appreciated Rio's generous
return policy and also, your willingness to solve problems that come
There are a number of services our customers have asked for
over the years that our previous systems would not accommodate.
What types of services are you referring to - internet ordering?
You have kindled my curiousity.
Thanks ahead, Cynthia
How about Fed Ex? Or (sigh!) the well-known entity called by most
(with excellent reason), "snail mail".
Dear Maja, I agree completely. I thought an offer of was
the best I could do in the current forum. Our folks are working
night and day to improve service, and we are training new associates
as quickly as possible. I genuinely do not know how to explain the
tripling in our order volume that started in late May and built to a
crescendo in July. We did not change anything in our marketing or
advertising, and the economy does not support such growth. We were
truly caught unaware.
If you wish to fill out the customer service questionnaire, you are
more than welcome to do so. Your thoughts offered on e-mail are also
a very important contribution to our knowledge about customer
experiences, and are taken as seriously as the customer service
assessments. Though I did consider your suggestion, I am not
inclined to send the customer service assessment to everyone on
Orchid. I think that takes advantage of a non-commercial forum for
one thing -- though myself and others from Rio read the threads
constantly, we try very hard not to commercialize the experience.
For another, I have received dozens of responses to that e-mail from
customers and non-customers alike, and we are making good use of
that feedback. When others, like yourself, are interested in doing
the survey, it is offered to them as well.
I honestly think the best that we can do is to demonstrate
improvements, and we are committed to that. In the meantime, if
there is anything I can do to assist you with your service, I will be
happy to do so. I will also drop a customer satisfaction survey in
the mail to you, if you don't mind giving me your mailing address.
Thanks again for your feedback.
Sincerely, Andrea Hill Director The Bell Group
i have been using Rio grande almost exclusively for close to 10 years
for most silver findings, etc. i use them becaause the sales reps
are super friendly and the service is excellent. not because the
prices are the chepeast! i feel that it is important to have some
customer loyalty...i would hope that when i have rough times in my
business that my customers would not totally give up on me! i
understand this is a dog-eat-dog world, but rio's problems have not
been going on that long in the big picture, and they are seriously
trying hard to fix them. so...i suggest being patient and
understanding, even though it is a big company. remember that they
have always provided us all with excellent service in the past.
they will figure it out! i undertsand it is very frustrating, as i
too have had an order shipped out late, much to my dismay. but i,
for one, am willing to hang in there, just because i am a loyal
customer. i'm personally am kind of surprised at the anger i hear in
some of these letters. joanna gollberg