OK, tell the truth . . . what do you folks think about Stuller’s new
ordering system? I’ll be frank. I think it sucks, and I can’t wait
to get the next postcard for customer input to let them know about
it. Jeez, I mean, if it’s not broke, why fix it?
Today, with considerable effort, my office manager tried to explain
to the order taker person that we needed 10-14 karat casting alloy.
That’s a mixture of silver and copper, basically, and it’s pretty
cheap. Before, we would have simply said, “20 pennyweights of
G20-CA14, please”. Instead, they must have put down 20 pennyweights
of 10 karat casting GRAIN, which is 10 karat gold (and which I have
zero use for, by the way). When my office assistant told me the
bill was for nearly $700, I knew something wasn’t right, since I
knew this was an unusually small order for us. Normally, we spend
around $800 every couple weeks. But this time I had something I
needed right away. We called them right back. Too late, already
charged to my credit card. Cancelled the order, ordered all over
again, and another charge to the credit card. The first charge will
take who know how long to get credited back to my account. Good
thing I had enough money on the card of I’d have been screwed. But
they were very apologetic about it.
And by the way, if they are going to continue this way, they need to
give us order forms that have room to write these complete
descriptions instead of the stock numbers. I’m always nervous now
that the person taking the order is going to send us what we
actually think we are ordering. The only reason I am airing this
publicly is because I fully expect them to continue with this
system, short of a complete public outcry. And really, this is one
of the very, very few complaints I’ve ever had about this excellent
company which has become such an integral part of my business. I
just wish things were back the way they were.
Help others make informed buying decisions with Stuller Inc. We
welcome your opinions and experiences with ordering, customer service
and and over all satisfaction.
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David L. Huffman