customer service

skew

skew

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I have found my last couple of interactions with Sherrill to be less than warm and fuzzy. This is a dissapointment since in the past it was actual tree guys that you would speak to when ordering.
Not so anymore.
The last order that they botched the guy that I got actually indicated that I took some responsibility for my order being f***ed up.
Any way there's my rant.
 
I don't want this to sound like:

I'm picking on your rant
I'm defending Sherrill

Have you taken the time to talk with customer service at Sherrill?

When I read rants like this what comes to mind is if one of our customers has a complaint with our work and takes the rant to the better business bureau or elsewhere. When, if they would have called the company right away things could have been put to right.

We've all had good and bad CS experiences. It does feel good to rant and let off energy, shoot, I do that all the time :) When I stop and think about it though I realize that my energy should have some focus.
 
That's unfortunate stew. I've always had a pretty good experience with Sherrill.

I've always used Danny over there though. If I order from sherrill, there really isn't a better person to order from in my opinion.
 
every company has different toys though. order on line and get the best of all of them. plus you never have to deal with pesky human interaction.
 
[ QUOTE ]
Just go over to TreeStuff.com, another TB sponsor. Great customer service, no complaints here.

[/ QUOTE ]

quoted for truth!
Treestuff has been 110% awesome every time I did business with them. Very quick replies with questions on gear and very quick service.
 
The only supplier I've had any trouble with is Bishop and that was just that they would put me on 'ignore' instead of 'hold'. Four tries and and i never actually got a chance to order anything.
 
Dear Mr. Eskew,

Now that I’ve had time to thoroughly research the matter you’ve determined deserving of a public announcement, I’d ask that you please continue on so that readers can judge SherrillTree’s level of service (or disservice) based on more specific details.

As for tree guys working in customer service at SherrillTree I feel obligated to report that this was merely an impression. Our certified arborist staff performs other duties in the business, including training of customer service staff.







As for those of you debating who best to buy from, I say try us all …in rotation would be nice. Eventually, we hope you come back around to SherrillTree and find the experience better than the last, but if not, there’s a 100% chance that someone will make a mistake, and perhaps, put us back into rotation.
 
I had an issue with Sherrill once. I bought the FireFox throat mic. It was suppose to come with a hard case, but didn't. I called and customer service told me they quit sending the case, just didnt reflect yet in the catalog. Not that big of a deal and I do feel if I would have pushed the issue they would have done something. Techanically, I guess that was not even their fault.
 
Dear Mr Sherrill: I have been buying stuff from your outfit for - I don't know like about 20 years or so and here are a couple of observations about my latest interactions.
I feel like I tried to resolve my issue with your customer service but was told that " I don't have time to call everyone" .
Well I feel like I am not just "anyone" but someone who has done business with your firm for a long time.
My first interaction placing my phone order was a little frustrating because the lady on the phone didn't really seem to know the products that well.
I ended up getting the wrong item but made it work.
Part of what I ordered didn't show up and then was shipped separately.
For some reason UPS decided not to drop it at my door because no one was home to sign for it.
Strange since they have left way more expensive stuff in the alley.
Any way the follow up on that was to me unsatisfactory and the end result was my order sat for weeks until I had time to follow up on it and was left with a bad taste.
Thus my decision to go to the rants section to air it out.
In my mind "the customer is always right" and that wasn't the feeling I got from customer service.
Now giving the benefit of the doubt maybe customer service was having a rough day and I happened to be the "if one more douche bag calls to complain" guy for the day.
Glad to see that even the CEO of a major supplier like Sherrill has time to personally respond.
You can spit in my earmuffs that I ordered(assuming they show up in time) and we'll call it even.
 
To be fair though- Apparently when you complain publicly about something to do with Sherrill something happens: Patrick from customer service contacted me several times yesterday to try to resolve the matter.
So sincerely thanks Tobe for putting someone on it and I am sure everything will be right with the world again assuming I don't get "86'd" from Sherrill.
 
[ QUOTE ]
Dear Mr Sherrill: You can spit in my earmuffs that I ordered(assuming they show up in time) and we'll call it even.

[/ QUOTE ]

beerchug.gif


So we have a truce???
 
Last week I placed an on-line order w/Sherrill for the University. In the notes section I added that I wanted the order delivered to the campus post office which was located in the Main Building. Danny called AND emailed me to iron out the details because the campus has one mailing address for the whole university. We traded two emails and now I'll see if UPS/FedEx reads the notes and delivers the order correctly. I've never had a vendor call back about an issue like this. Other times I've had the order shipped...and then the delivery is held up because they can't find ME to sign for it. If they had read the note, it would have been delivered to the PO and I would have gotten the order.
 
I think Sherrill is great when you call them. I haven't done so in years, but that's what I remember.

When you order online, it's more of a crap shoot, IMO. More than once, I've gotten a partial order with a note that one item (or more) is back-ordered, and that's the first time I'd heard about it. Then the second shipment arrives (after several weeks, in the most recent case) and I get charged "bonus" shipping. Had I known some of my order was out of stock, as I probably would have on the phone, I either could have requested one shipment when everything was ready to go, or I could have agreed to pay extra shipping, or I could have canceled the order and bought from someone else. As it was, I got what I got, with no communication from the company to let me know what was happening. When I called to complain, I was told that the shipping would have been the same if it had gone out as one order. I did not call UPS to confirm that, but I'm pretty sure I paid too much.

Other times, I think, I have ordered online and was lucky enough to pick things that were in stock, and had no problems as a result.

So, I don't order from Sherrill anymore, since I prefer to order online. If I ever decide they have something I really need and can't get elsewhere, I hope I will remember to call in the order.
 
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