Changes at SHERRILLtree

JeffGu said:
The item was listed as "in stock".
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This is a bad user experience, not matter what company. If online is a priority, which I expect it is, then this would be a user scenario the website or user experience (UX) team would have mapped out and planned for. I'd have thought this would be complete prior to launching 2day free ship, but that's just my opinion.

A good user experience (UX) web/customer experience person or team would be all over this sort of customer feedback so I hope this gets passed on.

Imho, and this is a general opinion - if an item is listed it should be available unless very clearly identified as out of stock. An out of stockshould ideally have an ETA to availability and options to be notified, auto-reserve, etc. Drop ships should be identified too. I have no problem with drop ships, I just believe I should know. If shipping deals apply, it should be clear if they apply to drop ships.

If it starts getting difficult for a user to know what deals or shipping costs apply, then that's a sign to simplify. 'How many discount codes does one really need, how do they stack and get applied if many, what if I miss out on one, how do I get a price match, etc etc arghhh.' - that's some of my exact thoughts from my own online shopping experiences. Users who have uncertainty are hrad to give a great experience to, you just don't know what they are expecting. A good example of how to handle availability/out of stock is www.chainreactioncycles.com.

Anyway, some random 2cents. I've done work in this area and I'm just passionate about good service experiences, online or not.

I wish JeffGu had a better experience. I don't want him to grab a chainsaw, put on a clown mask and go driving around in a backed out van scaring people.
 
flyingsquirrel25 said:
For some products, yes others not so much. I ordered a product from TS that stated it was in stock, I even called to make sure. I didn't find out until the rest of my order came that two key pieces were on back order... Unknown delivery date... And yet it still said in stock on their web site. A little over 2.5 months later, three long phone calls and a lot of frustration the items were delivered. In the end I found the back order problem was not TS's fault (problem with manufacturing) but the customer communication SUCKED. I was told twice "we are expecting them in the next week or two".

Sorry for the vent!
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No apology needed! I suspect the supplier was feeding TS this line and they took it on faith. I hope they gave you some consideration for your poor service. When the distributor or manufacturer drops the ball it still falls on the shoulders of the retailer to negotiate with them to provide some sort of break for themselves that can then be passed on to the customer. Even if there isn't one, the cheapest and best option is for the retailer to take care of the customer.
 
TimBr said:
"Treestuff shows shipping time if there isn't stock."

This sentence implies that TreeStuff also shows whether or not an item is in stock before you try to order it. Just sayin'.

Tim
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I came across this when ordering the Vents. It didn't indicate what was explicitly in stock but showed what would ship in the normal time v. 2-3 weeks. I think from a user experience standpoint being more explicit about what is or isn't in stock would be better than just shipping times that infer that.
 
The thing I'm liking most about this thread is that the sherrilltree rep isn't currently writing anything. It's time for them to show what they're going to do instead of talking about it.

I got their recent email that "featured" rock exotica pulleys and clicked through for curiosity sake. No sale, nothing of interest. The 2.6 was the same price as listed at TS. Waste of three clicks for me.

But, I admittedly read their paper catalogue because it's got information on what to do with gear, and how to stay safe. I don't always think the information is good, but I like some of it and it makes me think. I regularly remind my groundies that the top cause of death last year was guys on the ground getting hit by things from above, which is something I was put on to by their catalogue.
 
They have been sending me emails because I left something in my cart. They offer an inducement to buy of 15% off. The kicker is I can get that same discount anyway for their private label stuff, which is what I was interested in to begin with. The small print says I can't combine the offers….meh….

And yeah, the print catalog has some good stuff in for education. As for accidents, follow dripline.net.
 
Hey all,

I've contacted Jeff privately to discuss his order details and figure out what went wrong and make it up to him. I did want to respond publicly to the thread (sorry Colb) to address the comments as best I can.

Regarding our website, it does automatically show the item's availability as In Stock, or Out of Stock, based on the inventory level in our system. However, some items require us to manually adjust the In/Out of Stock message, such as spliced items where several components are assembled, and drop-ship items.

This hasn't been problematic, but given Jeff's issue, and another poster reporting something similar, it's something we clearly need to look at.

Thanks to all for the comments and bringing this to my attention.

-Sean
 
After some minor frustrations, Sean got everything straightened out and got my Gecko CF climbers to me via UPS Overnight.

As long as SherrillTree has people willing to try to fix things when they aren't right, they will get back to where they want to be. I'm glad they are making the effort, and truly hope they succeed. I don't care how good my favorite supplier is, competition is good for the industry and having several very good choices will benefit everyone, in the long run. When nobody else has the item you want, in the size or configuration you want, there needs to be other sources that are viable options, and I still think SherrillTree is one of them. They've all frustrated me or pissed me off at one time or another, and as long as they fix the problem, I'm good with them.

By the way... these carbon fiber whatchamacallits, with velcro lower straps added, are the freakin' bomb. The pair of them in the box didn't weigh as much as one of my other climbers. Will try them out tomorrow or the next day, but they sure feel good, so far.

GeckoCF-first-look.webp
 
I'm used to 16" lineman boots... so, the climbers can't really make that any worse. I've got the big, black SuperClimber pads on the Climb Rights... one thing I did a couple days ago was I used those with my (much lighter, hiker style) climbing boots I wear when I don't need the spurs. Man, that was lots cooler! I didn't think they had enough heel on them to stay put on the climber stirrup, but I was wrong. So, I'll try these with those boots, too.

Lineman boots feel safer, to me.. a bit more protection, especially from jabbing a gaff into your own leg, but I've actually never done that. Jammed one into my heel hard enough to get my attention, once. They are very heavy and not real comfortable, though. I really need to take a hard look at the arborist climbing boots out there that are lightweight and grippy. Perhaps with extra care to watch where you're sticking those pointy bastards, they'll be alright. Sometimes I stick with an old school notion without giving it much thought. I think this is such a case. It's starting to get hot here, and I really don't need to be worrying about heat exhaustion if there's a better footwear option with the climbers.
 
That's my biggest fear, especially with the Scaffel Lites. Always having doubts ( terrifying thoughts) of gaffing my ankle. The line men's give a lot more ankle support, as well!
 
climbhightree said:
. Whether it is using cheaper products, doing products in house instead of buying the original product, out sourcing from third world etc. A lot of the above things Sherrill did at one time...and lost a lot of customers due to it. Then Treestuff came along to suck up those customers. In the last 2 years I've seen treestuff doing some of the same things that sherrill did above (part of growing too fast I think...for both)

Sent from my SAMSUNG-SM-G870A using Tapatalk
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started this thread thinking no way i would go back to sherrilltree. treestuff guys would have been way better off staying out of the thread completely. just ordered my first sherrilltree catalog after being exclusive to treestuff for the last 4~ yrs. good luck sean & tobe
 
JeffGu said:
I didn't think they had enough heel on them to stay put on the climber stirrup
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If you're worried about that, after you bring the long ankle strap around your Achilles and inside your leg, take a full wrap of the climber shank before heading forward over your foot and buckling it. There's usually enough length in those straps to do that, and it will stabilize the climber.

P.S. I used to think you were a Pro-fesh-in-all, but after seeing that picture with clean blue jeans and no-scuff sneakers, I've having my doubts.
 
Been watching this post had a few minor problems with two orders lately I sent a message to Sean and he got right back to me and also had Tom from sales call me same day. After speaking to Tom about my minor issues he was very concerned about my problems and customer service to all others. I've been in business for some time and have dealt with my fair share of vendors. But I was very impressed with the fast response time and genuine care in regards to my issues from both. Sherrill Tree thank you for your support and for excellent customer service. If you haven't used them or had problems in the past I would give them a shot I'm very happy with my out come.
 
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