MA Arborist
Branched out member
- Location
- Cape Cod
You pretty much summed it up!
Treestuff's New Website
- Thread starter Nish
- Start date
You pretty much summed it up!
- Location
- New haven county
I just put an order in, it took them 5 days, 3 emails and 2 calls to get a response and they were very unapologetic, order went in 5 days ago and still hasn’t shipped, they are blaming the pandemic.... meanwhile wesspur who’s in Washington( a hard hit state) has a wonderful page about their response to the pandemic and shipped my order out in two hours and looks like it will be here before treestuff even ships my order. Pretty sad experience. Wesspur really impressed me. Both Dave and Tara answered my questions quickly and competently and got my order customized and it was just a joy in comparison.
- Location
- New haven county
5 days and counting and still not shipped, I’m with ya.
Wesspur, Gap, Endor's, Bartlettman, and others running rings around the Treestuff/Sherrilltree shambles. I don't go there anymore unless I absolutely cannot find it anywhere else.
- Location
- New haven county
Not sure what gives, but def good others have better luck.
Fivepoints
Carpal tunnel level member
- Location
- East of Huntsville, AL
I went to order something from tree stuff. Shows in stock but when I get it In my cart it shows out of stock. Kinda irritating.
bonner1040
Branched out member
- Location
- Boston
Can you let me know what item, that's something I would like to take a look at.
If you email me nick@treestuff.com I can get you sorted out. It could be related to a known bug with our new shipping where if an order split ships, from separate warehouses the initial shipping notification shows the other item as back-ordered, even though it is shipping from a second location. I can look into it if you email me.
It was a rope logic flipline and when I called she said it was back ordered then I ask the website shows longer lengths in stock I’ll take one of those then she told me none of them were in stock they didn’t have isc triple action snaps so I don’t why they would be listed in stock if they new they weren’t available wasn’t to friendly on the phone either and I should of got a new invoice on the bill minus the missing gear slow shipping too I’m not impressed it’s a great looking website lots of products great videos but poor customer service
Fivepoints
Carpal tunnel level member
- Location
- East of Huntsville, AL
@bonner1040 It was a timberline chain sharpener. Shows in stock but when put in the cart, its back ordered.
Since the other day one of my guys ordered a rope and some other stuff from tree stuff. It was supposed to have a single spliced eye. Rope showed up with no eye.
Since the other day one of my guys ordered a rope and some other stuff from tree stuff. It was supposed to have a single spliced eye. Rope showed up with no eye.
They don’t respond to emails either
- Location
- New haven county
Same feeling, so much good information and selection, but customer service was very poor.
Absolutely sent 2 emails no response there’s plenty of other places to buy I like doing business with companies that take care of the customer
Ditto on the not replying to emails. TS used to be great about replying quickly. I've sent 2 emails in the last month or so, asking about a detail on an item, and in both cases I never got a reply. And there seems to be a problem with follow through. I bought a camp herbol cambium saver about six months ago. It was advertised as having steel rings, but it has aluminum rings. I called TS and pointed this out to them. No one has changed the description. It still shows it as having steel rings in the material description on the TS website. I dont like to beat up on TS. I know its a complicated business. But something has definitely changed.
Every order I have placed this year yet has had some sort of issue. It took me months to get a custom splice, when it finally came it was wrong. Multiple other orders with issues. I had to delay a large cabling project because it was taking weeks to get rig guys. When I finally got them two days ago, they didn’t send the stopper wedges. Left messages, sent an email. I am always super polite and understanding. Haven’t heard back. Rescheduling the project again, taking a bath for the order, going with someone else. I just don’t have the time to deal with TS any more.
bonner1040
Branched out member
- Location
- Boston
First I heard of it right now, fixed.
The rest of the struggles described here I take to heart and we are working to build and expand the customer service team who are all overworked and understaffed. I know a lot of treecompanies struggle with staffing issues, and even with 20 million Americans losing their jobs, we struggle to get folks to even show up for interviews to work on the phones. But as always you can email me directly nick@treestuff.com or call/text my personal cell phone @ 440.989.0444 if you need something.
- Location
- White Pines
I had to replace a set of tree gear. I hadn’t ordered anything from Treestuff for a while, I figured I’d give it a try. I did find an online coupon for 15% off, which I was very excited about- dropped my total order from $2300 to $1950!
I placed the order Monday, July 6. On the website, everything was listed as “In Stock” - I even went with a couple different items than I had on my list to make sure I would get it ASAP.
July 8 I get a shipment notice, which now says approximately half the items are back ordered.
July 10 I email to ask about this, I get no response.
The UPS truck rolls up and presents me with a box with my partial order.
I call Treestuff, it goes to the answering machine. I leave a message.
I do call again at the end of the day July 10, I find out that Reno, Nevada is my “ Home Warehouse” and that if an item isn’t at your “Home Warehouse” it’s considered to be backordered. I’m told everything else should be sent along shortly. Except the flip line I ordered, which was getting spliced.
July 13 I get a shipment notification that everything else has shipped except the flipline.
Over the weekend July 11-12 I decide I’ll set up my new saddle.
It’s a Buckingham Ergovation, I bought it as a direct replacement for my other one ( which had been provided by my employer). It says Ergovation on it, but the leg straps on the new saddle are not Velcro like my old one and the buckles are not the same and frankly look like knock off or discount versions of the old ones ( made by ISC).
I go back and look at Treestuff website, it shows the old style belt like my existing one. I look at Buckingham website, it shows the new style.
So I call Buckingham, indeed the buckles and leg straps have been changed. I go back and forth if I want to return this saddle or not, I feel if there is a new style it’s not a good plan to have the old style picture on the website.
I decide to wait until the rest of my stuff comes in to address the matter with Treestuff, due to the fact that unless they have an old style saddle in the warehouse somewhere, I’m stuck with the new style no matter what the website picture is.
Wednesday July 15 I get a shipment notice that the flipline is on the way.
Now I’m thinking I’ll be good soon.
Except the new orders are shipped FedEx.
Monday, July 20 I check the tracking, both shipments are on the way.
Wednesday, July 22 the box that got shipped first is on the truck!
The other box got a “weather delay” in Central CA... I’m not sure what happened.
Then, yesterday, July 23, there was a note on the one tracking that the Street Address was incorrect. The other box was scheduled to arrive today.
I called Treestuff this am- it went to the voicemail and I left a message wondering about my stuff. Also left a message regarding the saddle not being as shown in photo. I also sent an email at that time.
This evening, when it still hadn’t shown up, the one package had been updated to show that the flipline will be here by “ End of day, July 31”. ( so it will be 25 days after the order).
The other package shows, “ Scheduled delivery- pending- Recommended action contact FedEx- street name!” so I call FedEx, go through the automated system, wondering what could be wrong with the street name on 1 of 3 packages? Unfortunately, only the Shipper can make changes or corrections to the Recipients address, so I was told to contact the sender.
But, no return call or email so far.
So now 18 days after the order, I still only have 1/2 of the Tree Stuff I ordered, and a saddle that’s not what I ordered. I realize some of the blame can be put on Buckingham - for changing the design, and some can be put on FedEx, but it’s definitely not the TreeStuff it used to be.
I will have to say the pricing was very good and the items I received ( except the saddle ) were as advertised, but the rest has been quite the hassle so far.
I placed the order Monday, July 6. On the website, everything was listed as “In Stock” - I even went with a couple different items than I had on my list to make sure I would get it ASAP.
July 8 I get a shipment notice, which now says approximately half the items are back ordered.
July 10 I email to ask about this, I get no response.
The UPS truck rolls up and presents me with a box with my partial order.
I call Treestuff, it goes to the answering machine. I leave a message.
I do call again at the end of the day July 10, I find out that Reno, Nevada is my “ Home Warehouse” and that if an item isn’t at your “Home Warehouse” it’s considered to be backordered. I’m told everything else should be sent along shortly. Except the flip line I ordered, which was getting spliced.
July 13 I get a shipment notification that everything else has shipped except the flipline.
Over the weekend July 11-12 I decide I’ll set up my new saddle.
It’s a Buckingham Ergovation, I bought it as a direct replacement for my other one ( which had been provided by my employer). It says Ergovation on it, but the leg straps on the new saddle are not Velcro like my old one and the buckles are not the same and frankly look like knock off or discount versions of the old ones ( made by ISC).
I go back and look at Treestuff website, it shows the old style belt like my existing one. I look at Buckingham website, it shows the new style.
So I call Buckingham, indeed the buckles and leg straps have been changed. I go back and forth if I want to return this saddle or not, I feel if there is a new style it’s not a good plan to have the old style picture on the website.
I decide to wait until the rest of my stuff comes in to address the matter with Treestuff, due to the fact that unless they have an old style saddle in the warehouse somewhere, I’m stuck with the new style no matter what the website picture is.
Wednesday July 15 I get a shipment notice that the flipline is on the way.
Now I’m thinking I’ll be good soon.
Except the new orders are shipped FedEx.
Monday, July 20 I check the tracking, both shipments are on the way.
Wednesday, July 22 the box that got shipped first is on the truck!
The other box got a “weather delay” in Central CA... I’m not sure what happened.
Then, yesterday, July 23, there was a note on the one tracking that the Street Address was incorrect. The other box was scheduled to arrive today.
I called Treestuff this am- it went to the voicemail and I left a message wondering about my stuff. Also left a message regarding the saddle not being as shown in photo. I also sent an email at that time.
This evening, when it still hadn’t shown up, the one package had been updated to show that the flipline will be here by “ End of day, July 31”. ( so it will be 25 days after the order).
The other package shows, “ Scheduled delivery- pending- Recommended action contact FedEx- street name!” so I call FedEx, go through the automated system, wondering what could be wrong with the street name on 1 of 3 packages? Unfortunately, only the Shipper can make changes or corrections to the Recipients address, so I was told to contact the sender.
But, no return call or email so far.
So now 18 days after the order, I still only have 1/2 of the Tree Stuff I ordered, and a saddle that’s not what I ordered. I realize some of the blame can be put on Buckingham - for changing the design, and some can be put on FedEx, but it’s definitely not the TreeStuff it used to be.
I will have to say the pricing was very good and the items I received ( except the saddle ) were as advertised, but the rest has been quite the hassle so far.
