tree stuff, its been real....

"Disappointment happens when outcomes don't meet expectations" I think that is the major issue with us all right now. We became accustomed to a certain expectations and now their not being met....and we are disappointed. I hate being disappointed!!
 
Wow
waross said:
It seems though the days of Treestuff.com great service has reached its demise. I have consistently ordered from Treestuff.com and always gotten great service and quick shipments. But now since the sell out and combining efforts with Sherrill, it has been a disaster for me.
Back on 9/26/2017 I placed an order for a couple of things. I ordered 20' of line with an eye splice and a triple action rope clip. In the notes I advised I desired I wanted the rope clip spliced onto the rope. Not a big issue. Its a replacement for a laynard. In the past this would have been a simple issue. I also ordered some new shirts for the crew and myself and a set of leg straps for my handsaw.
A couple days late I get three of the five shirts I ordered and the leg strap. No rope or rope clip spliced to it. I called Treestuff. Since combining with Sherrill they stopped splicing iin Indy. WTF! So I had to wait for the rope to come from North Carolina.
A few days go by and the package comes. It contained 20 feet of rope with an eye splice. No rope clip attached, and no rope clip in package at all. I call Treestuff again twice. First I talked to Courtney and she was very apologetic and said she would have it done right and shipped overnight.
A couple more days go by and nothing.
I called back, apparently when Courtney sent through the order (or failed to, no idea) it was not acted on in the other location. She place the order again and explicitly explained the need for the rope clip to be spliced on the rope. That order was on 10/6/2017.
Now on 10/11/2017 I get a package. THEY F^&KED IT UP AGAIN!!! Sent twenty feet of rope with an eye splice but no rope clip attached and no rope clip in the package. It was 4:55pm central time. Too late to call Treestuff. All gone for the day. I did send Courtney am email expressing my frustration.
Guess I get to wait until the morning to call then again and tell them that the warehouse failed a second time. And I am still waiting on the other two shirts. No idea when I will get them. I have loved Treestuff in the past as they are in Indiana, like myself, and the service and delivery has always been quick. But after this last episode I am going back to Wesspur. I used them when I first got into this and will now go back to them. It may take a week to get the order but at least I will get what I order.
Click to expand...
wow! I didn’t know they stopped splicing in Indy, what happened to all the staff? Sorry to hear about your order, my latest one shipped fast and arrived in Ohio @treebilly s quick, even though he got a small shirt and ordered a large ! Lol
 
I can check your shirt size if you want. Just need your permission to open said order. Also I can't be held responsible if a buff or stickers are missing.

And to be fair, quantities were limited on the shirts. My 5 year old daughter got a limited edition night gown. The pic of me in it is not very flattering.
 
waross said:
Back on 9/26/2017 I placed an order for a couple of things. I ordered 20' of line with an eye splice and a triple action rope clip. In the notes I advised I desired I wanted the rope clip spliced onto the rope. Not a big issue. Its a replacement for a laynard. In the past this would have been a simple issue...Now on 10/11/2017 I get a package. THEY F^&KED IT UP AGAIN!!! Sent twenty feet of rope with an eye splice but no rope clip attached and no rope clip in the package.
Click to expand...

So, if I want a custom lanyard made by the end of the year, I should probably order it now?
 
waross said:
It seems though the days of Treestuff.com great service has reached its demise. I have consistently ordered from Treestuff.com and always gotten great service and quick shipments. But now since the sell out and combining efforts with Sherrill, it has been a disaster for me.
Back on 9/26/2017 I placed an order for a couple of things. I ordered 20' of line with an eye splice and a triple action rope clip. In the notes I advised I desired I wanted the rope clip spliced onto the rope. Not a big issue. Its a replacement for a laynard. In the past this would have been a simple issue. I also ordered some new shirts for the crew and myself and a set of leg straps for my handsaw.
A couple days late I get three of the five shirts I ordered and the leg strap. No rope or rope clip spliced to it. I called Treestuff. Since combining with Sherrill they stopped splicing iin Indy. WTF! So I had to wait for the rope to come from North Carolina.
A few days go by and the package comes. It contained 20 feet of rope with an eye splice. No rope clip attached, and no rope clip in package at all. I call Treestuff again twice. First I talked to Courtney and she was very apologetic and said she would have it done right and shipped overnight.
A couple more days go by and nothing.
I called back, apparently when Courtney sent through the order (or failed to, no idea) it was not acted on in the other location. She place the order again and explicitly explained the need for the rope clip to be spliced on the rope. That order was on 10/6/2017.
Now on 10/11/2017 I get a package. THEY F^&KED IT UP AGAIN!!! Sent twenty feet of rope with an eye splice but no rope clip attached and no rope clip in the package. It was 4:55pm central time. Too late to call Treestuff. All gone for the day. I did send Courtney am email expressing my frustration.
Guess I get to wait until the morning to call then again and tell them that the warehouse failed a second time. And I am still waiting on the other two shirts. No idea when I will get them. I have loved Treestuff in the past as they are in Indiana, like myself, and the service and delivery has always been quick. But after this last episode I am going back to Wesspur. I used them when I first got into this and will now go back to them. It may take a week to get the order but at least I will get what I order.
Click to expand...
Yeah don't worry, someone from treestuff will so on be on here to post that "we ship hundreds, thousands, millions of orders. Some of them are going to get screwed up. Repetitively. But we always say sorry after"
 
CutHighnLetFly said:
Yeah don't worry, someone from treestuff will so on be on here to post that "we ship hundreds, thousands, millions of orders. Some of them are going to get screwed up. Repetitively. But we always say sorry after"
Click to expand...
"Here's my personal number......call me anytime day or night so that I can give you the illusion of being able to affect change when really I'm just a cog in a broken system."
 
treebilly said:
I can check your shirt size if you want. Just need your permission to open said order. Also I can't be held responsible if a buff or stickers are missing.

And to be fair, quantities were limited on the shirts. My 5 year old daughter got a limited edition night gown. The pic of me in it is not very flattering.
Click to expand...
Well Treebilly opened my box /order I managed to get an elusive invisible shirt!
 
I placed a small Treestuff order yesterday. Nothing exciting, just a replacement Hayauchi blade, a new laser pointer and a saw scabbard. All three items showed "in stock" in my cart, but I called anyway, and the rep confirmed plenty of each item on hand. I usually take the step of confirming with a live person that my items are in stock, before placing any online orders. It keeps me sane.
 
Courtney at Treestuff is the best. She seems very upset that they coudl not get my order right two times around and got management involved and they understand they have a serious issue. They did get my order correct and shipped it overnight and all was correct and even provided it free for all the hassle. They have redeemed themselves for the moment. Thanks Courtney.
 
X2 on Courtney being the best. She has been at TS a long time and I think she really understands the business and the needs of those of us ordering. She really ought to get a raise and promotion.
 
So after reading through this thread it becomes apparent that since the Sherrill acquisition TS has gone down hill with regard to their service. It is widely accepted that Sherrill rips off other peoples ideas and makes sub par products.

Why do people buy from them again??
 
Jasonk said:
I know theres a bunch of threads on this already but this weeks transaction was the last for me. Been a bunch of issues previously Ive overlooked. Sent a rope back to be spliced that apparently didn't get ordered spliced.....I sent the rope to the address they asked me to, put a note inside asking to splice with all my info should they need anything. 3 weeks later, nothing. I email, two days later a reply that they know nothing about it. a few emails later it magically appears. Then I get an email that they need payment before they can splice it. Try calling for 4 hours, leave a message and nothing. Send an email, two days later nothing. Send another (very frustrated at this point) email and finally get a pay pal request for the whopping $26- to splice and ship the rope. Seriously? May not be the biggest customer but Im good for at least $15-20k a year. No thanks, Im out!!!!
Click to expand...

I’ve been following this thread closely and would like to jump in.

I am sorry it took starting a new thread to get our full attention, but it worked. Thanks to Jason for launching this and to Alan for adding his detailed experience. As already mentioned by them, their issues have been resolved, but that doesn’t mean that we don’t have work to do.

Alan’s post about his completely screwed up September order brought attention to the fact that we had a breakdown on how we handle custom built spliced items. The short story is that we changed a process in September that caused the ‘hand off’ between systems to not carry the full details of his custom lanyard order. A solution is now in place and it’s working on new orders. The backordered t-shirts on Alan’s order were discontinued by the vendor. We should have disabled them from the site sooner and not taken the order on that no-longer-available item.

Alan, I’m sorry that we learned about this problem at the expense of your order, and I sincerely apologize for the strain that this put on your business. I hope that this recent experience doesn’t send you away forever, and I hope that we made it right.

Having out of stocks is no way to get ahead in a competitive marketplace, and we’ve taken many steps to improve here. The business has been growing at a fast pace and we are reacting accordingly. Safety stock levels have been increased, we have hired new people in our purchasing department, we’re investing more dollars in overall inventory, increasing our stock of regularly manufactured spliced items, and investing in technology that will help us to better forecast each of the 10,000 individual items that we stock. We measure ourselves every day on a metric called “On Time In Full”, and we report on this internally while identifying opportunities for continuous improvement.

Regarding the concern that we are consciously trying to run TreeStuff.com into the ground, I’d like to point out that it’s been almost 16 months since the acquisition. If we had any intention to shutter TreeStuff, we would have done it by now. Our two stores serve unique sets of customers, and our goal is to invest, support, and grow both while absolutely making it a priority to not screw up or do any harm to either of them along the way.

We have an amazing team of ridiculously passionate employees. We always work to get everything right, and we take it personally when we screw up. We welcome and appreciate everyone’s feedback, good or bad. Other than saying thank you for your support, that’s what I’ve got for now.


Regards,
Tripp
Sherrill, inc.
 
Tripp Wyckoff said:
Having out of stocks is no way to get ahead...
Click to expand...

I must be missing something.

Sherrill could be doing an amazing job of promoting TreeStuff to the extent that everything is suddenly flying off the shelves at an astronomical rate, and hence, half the inventory is out of stock. I'm trying to locate this flurry of recent promotional efforts, but I'm not seeing it... anywhere that a tree guy might look. Clearly, it must be Google ads on sites I don't visit. Wouldn't be tree related or porn sites, or I would have spotted them.

Or, it could be something else at work here. I guess I need to spend the time on both sites, and see which one has a normal, expected percentage of out of stock items... and which one has an extremely out-of-character percentage of out of stock items. If they're about the same, I'd have to guess there is something going on with suppliers. If it turns out to be terribly one-sided, then I'd have to assume that something smells rotten in Denmark... or North Carolina, or somewhere.

I don't suppose you want to tell me what I'll discover, and save me some time? Something just seems a little fishy to me, when I visit the two sites. Maybe I'm just paranoid, but all of this happened right after... well, you know.
 
"We have an amazing team of ridiculously passionate employees. We always work to get everything right, and we take it personally when we screw up."

Well I can tell you when you decided to be the first company to sell what we had branded the Ropetek Comm system with no credit to Ropetek I took it personally too. For that I will do everything in my power to hinder your stock holders from making any more money off of the arborist community . Your ridiculously passionate employees are passionate about nothing other than making money for the corporation and from my perspective will screw everybody to do so. You can talk about how great your team is but your actions speak loader than your bullshit. Ever wonder why so many people hate Sherrill??
 
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