StewMac dropping the ball... AGAIN

[ICTGoober]

Anyone else having trouble with StewMac getting orders correct? Last Friday I ordered close to $300 worth of tools and supplies. The box showed up Monday. However, it was short a tool - and some of the supplies were broken. No problem, called on Tuesday - they said they'd take care of it for free. Package shows up today, and guess what? Still short the tool, and the supplies were broken AGAIN. Also, one of the items in the first order was their truss rod repair tool kit, and I just noticed they sent me the wrong size! Now I have to call again on Monday. WTH, PEOPLE?

Are the new owners hiring drunks and addicts to be pickers in the warehouse?

[Clint 55]

Re: StewMac dropping the ball... AGAIN

They're on drugs!

[ehdwuld]

Re: StewMac dropping the ball... AGAIN

It's not their fault stupidity is a disease like drug addiction

[GuitarDoc]

Re: StewMac dropping the ball... AGAIN

I have been using StewMac for many years (50-100 orders per year) with orders easily totalling over $10,000. I have never had them send a broken supply and they have never shorted me a tool. In fact, there has never been anything wrong with any of my orders.

If I ever made a mistake with my order, or if I ever misused or didn't like a product, they always made it right!! They have always given helpful (and accurate) information/advice when asked.

They are usually very expensive, but you can always count on their products being the best quality available.

[ICTGoober]

Re: StewMac dropping the ball... AGAIN

Must admit, this is the first time I've had a problem with them, and I've been ordering since the late 70's/early 80's from them. However, the chat among many luthiers says there IS a problem, and it's not going away like it should.

[Mincer]

Re: StewMac dropping the ball... AGAIN

I always thought they were generally expensive too, with higher shipping. But sometimes they have things no one else has.

[ICTGoober]

Re: StewMac dropping the ball... AGAIN

They are increasingly expensive, and their shipping & handling seems to be extravagant. I turn more and more these days to Squeebay and Treeverb for luthiery tools and supplies.

[Gtrjunior]

StewMac dropping the ball... AGAIN

SM does have an option where you can pay a yearly fee, then get free shipping.
For me, it isn’t worth the fee because I seldom order from there. But for a shop that orders often, such as what Goober may need it might be worth it.

[ICTGoober]

Re: StewMac dropping the ball... AGAIN

Before I could even have breakfast I got an email from StewMac this morning with an apology, and a promise to send the right stuff in the mail today. I still might call just to raise hell, as this kind of poor performance is not acceptable. I understand a mistake now and then, but 3 mistakes in a row on the same order? To me it signals a serious problem in Athens, Ohio that should be addressed and dealt with it pronto.

[ICTGoober]

Re: StewMac dropping the ball... AGAIN

Saturday, the 19th - This morning I got all my tools and all my supplies (unbroken) in a box instead of a bubble envelope. That is 2 weeks, 3 mailings, and a whole bunch of cellphone minutes for one order. Unacceptable, and pathetic performance from StewMac.

[NegativeEase]

Re: StewMac dropping the ball... AGAIN

I've probably ordered 50 times from Stew Mac -but most before the last year -I've never had any shipping issues like missing or wrong items that I can recall.. I did have a part that was faulty, and they overnighting me a replacement no problem -I called them, discussed and they handled it.

When did the new owners take over?

[larryguitar]

Re: StewMac dropping the ball... AGAIN

I was shipped an order short of a truss rod a month or so ago; I emailed to mention it, and had the replacement in two days. No muss, no fuss.

Any company can screw up (don't get me started on the great big conglomerate named after a river...) but Stew-Mac is far better than most I've dealt with, and certainly much easier to get resolutions from.

Larry

[NegativeEase]

Re: StewMac dropping the ball... AGAIN

Any company can screw up (don't get me started on the great big conglomerate named after a river...) but Stew-Mac is far better than most I've dealt with, and certainly much easier to get resolutions from.

Larry

My experience agrees with this.

It's not that you made a mistake, it's mostly how you react to them and make them right.

That said, a pro luthier is going to order 100x more than I do -and experience many more issues just on odds alone and the mistakes are probably the orders you remember more than the perfect ones.