Tree Stuff let down

R

RANDY10

I still love the prices and the shipping service BUT, It's getting a little Sherrill over there!!:mad: Every friggn time I call i get someone on the phone that knows NOTHING! about climbing gear! Luke used to be the man to talk to but I guess not?? i'm very dissapointed and they lost a 500 $ order today:cool:
 
Your off your rocker Randy.

Why are you calling an Arborist supply company to talk about climbing gear? That's what we are here for man.

Work out what you want, order online.
 
Bix I dont agree with the order online thing. Last time I ordered from tree stuff (as well as another supplier the same day), both online orders, some greedy individual decided they needed my card number to buy stuff for them. Not saying it was treestuff or the other supplier that slipped up on security, but they were the only two I used the card at for months. Luckily my bank saw something was fishy and shut it down. It could have been really bad. I will call in everytime from now on. just sayin'
 
For the record your CC info is actually safer when you put it through a website online. Calling in a CC results in a human entering it into the same payment portal as it would go through with the website, it only adds another layer.

Regarding who you spoke with on the phone, we have seen a lot of growth and have added some phone people. Regrettably there arent a surplus of knowledgeable tree climbers looking for phone customer service jobs, but you can always ask for me and I am happy to answer your questions. We hold daily training meetings though, doing our best to get everyone up to speed!
 
You can always call and ask for Nick. If he isn't available he'll call you back asap. You can also email questions in too.

We have several people who are in training who are getting up to speed pretty fast (Alan, Lindsie, Mary)...... but let's be honest most people who are tree climbing experts are OUT CLIMBING TREES for a living. Nick is the rare exception because he is deathly allergic to beestings......

Anyway I appreciate the feedback a lot. We are working to improve every day.
 
Keeping staff trained on their products is a tough job if they, themselves don't use them. On top of that developing strong effective customer sales/service skills in individuals makes this doubly tough. Growth can be a bitch if you don't get the training down right.

Good luck with it, Luke!

While what you say is good info Bonner, did the incident get investigated? Did you confirm that your security was intact and the breach didn't occur with the transaction on your site? If so, what was the result? I personally, would've felt more assured if the first response to flyingsquirrel's post reflected what you did to allay any concerns or uncover the problem and resolve it. Instead it sounds trite.
 
Randy, I am sorry to hear you had this experience with TreeStuff. I have always had outstanding service and nothing but the highest praise for them and am frankly shocked to hear that this isn't true for absolutely everyone. I can understand your frustration with your call and not getting the information or attention you anticipated, but I urge you to give them a little leeway as they expand and go through the growing pains as they train in additional staff. I'm all for it if this means they can reach even more arborists in our industry and continue the exceptional service that we have all come to appreciate and expect from them. They are being honest when they say you can always ask to speak with Nick! ...and he will call you back if he is not available at the time.

As I say I am a huge fan and was displeased to see your frustration, but do take everything into consideration when evaluating them at this time. I for one believe they will maintain their status as being the best quality arborist supplier and the best customer service I have had the pleasure of dealing with. Just give them a chance to prove once again that they are the best place to go for arborist gear!
 
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Treestuff rocks! Luke has come a long way with his mission. Bringing Nick in was a great addition. Now that they have expanded to have more in stock and make orders happen for more people, one would presume that a few new faces might be answering the phone.
Upset or not, I wouldn't come on a public forum to bash a supplier after one bad incident. Toby sold out, hence the hogwash that comes from that company. Luke has expanded only to be of better service.
 
We were never notified of an incident before reading it on this thread, but we dont store CC #s locally. Everything is done through Authorize.net which is one of the worlds largest payment portals.

I also speak to our web developers every day almost and they have not notified me of any security breach. I feel for Squirrels situation, trust me. I had to shut everything down after a gentlemen in Mumbai spent a few grand on my cards earlier this year!

We take our customers security and privacy very seriously, if anyone ever has any concerns please contact us immediately.
 
Growing pains.....every expanding biz has trouble here and there with employee knowledge, quality etc. we always seek to employ the best, train and oversee, but there are always times of weakness. That's how we learn right?
 
I made an order last week that came through with typical TreeStuff top notch service. I also had a question and called them, spoke first with Lindsie who was very professional on the phone and although she did not know the answer to my question, she immediately asked if I would like for her to have Nick return a call to me as he was out on an errand. I spoke with nick a little later and had my question answered. I have never had an issue with TreeStuff.
 
Tree Stuff Rocks!!! I'll admit I miss talking with Luke everything I call, like back in the day, but one person can only be in one place doing so much. There has to be a restructure and new staff with expansion. And I can still ask for Luke if I want to say hi.
Randy10 I'm not dismissing concerns and maybe someone new there doesn't possess the passion for gear like Nick, but seriously, Tree Stuff is awesome!!
 
Yup, tree stuff rocks!! Had an issue with a new Zig Zag that was cracked. I emailed Luke and in no time he replied. Then, the next day I get an email from the petal rep who is going to inspect my Zig Zag and get me all sorted out. All it took was an email to Luke. They are a great company and they have great support IMO. just look at this thread, it started as a Tree Stuff bash and is ending in a TREE STUFF ROCKS!!
 
I want to make it clear that, in no way am I bashing anyone. This is "rant and rave" ..right? Tree Stuff is the best supplier hands down! I have spent thousands of dollars there for a reason. My concern was that I'm going to loose that "talk to a human " service, that was working so well. I had the same relationship with Sherrill 15 years ago and thats totally gone. When i say "talk to a human" I mean someone who is not just there to find out what part number your talking about.
 
No worries Randy. I personally appreciate yours and everyones business. Its what keeps our doors open. Cheers for the feedback, we cant grow if we cant accept criticism.

We will always make mistakes, and will never be perfect, but you can rest assured there is nothing we wont do for our customers.
 
Randy, you've provided them an invaluable service here. Most businesses don't have a chance to here about a negative experience but many potential clients do. It gives them an idea about where the gaps are in their program to expand and provide service to more in the industry. They are responding as best they can to their success. However, it's how they take this information and use it to improve their processes and training.

Its very easy for any business to brush it off with the "growing pains" excuse. The wise companies acknowledge the issue respond to the complaint and let the customer and the rest of their clients how they are taking care of them.

Bonner, so what you're saying is you investigated and didn't uncover anything to suggest that the security breach occurred during the transaction with Treestuff. Did your tech staff have any suggestions for squirrel as to where the breach may have happened?
 
I order usually once a week from tree stuff, some big orders some small, mostly online unbeatable! If I have a question it's answered very quickly! I recently had a warranty issue with a new saw. My local retard dealer freaked out when I brought it in saying basically get the F out of my store for buying a saw from the states and refused to touch the saw! I emailed Roland at tree stuff and mailed it back and he's taking care if me! Can't ask for anything better then that! My business is growing very fast and some of my new ground guys don't know all the questions my customers ask, they try, but if they don't know the answer they direct them to me or one of my foreman. Can't fault a person for trying their best! I've had 100% positive interaction with tree stuff and they will continue to get my business for a long long time! Also adding Bonner has been a great addition to an already amazing team at tree stuff!
 
No investigation occurred, but we have NO reason to believe there was a breach. There have been no threats, warning signs, or any indication that our customers security is anything less than 100% intact. I had a 1 hour meeting with our lead developer today, and there was no mention of anything related to security.

Regarding Squirrels situation we have no reason to believe that it had anything to do with his transaction with us. Keep in mind we only accept major credit cards and run everything through an extremely reputable major processing service so there are multiple layers of buyer protection for the consumer.

I will ask our tech people specifically, if there is any reason to suspect otherwise and will let you know if they offer any thoughts worth reporting.
 
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