A.G. Russell's: Good -- Prioritizing: BAD!!!

[SharpByCoop]

Folks,

I need to get this off my chest. Last night I rec'd my weekly Cutting Edge email specials. There were (as usual) some great deals inside. I had my heart set on one of three nearly identical viking-style damascus knives w/sheaths from the talented Jonathan Loose. (The price was absurdly inexpensive)

Early this morning I called and got their Ordering Service before the regular operators manned the phones (at 8:30am CST). They were happy to take down my info and such, but had no idea of inventory. I *assumed* I would NOW be in the queue (sp?).

At about 9:45 my time (8:45CST) I decided to call in and double check status, just in case the particular one I wanted was out, but the others were available.

I got a very friendly and helpful woman who, after looking at my first choice's status, replied: "Oh, that's still available for sale". REALLY? Well, It shouldn't be, because I had ordered it earlier, but, whatever, let's go along and process it now. Again.

She remarked how the Outside Ordering Service's email of orders has yet to be processed, even though they precede the one's they are getting right now. "Can I have your name and address, etc....?"

While processing this for me she stops and exclaims: "Ooops! I'm so sorry, in the last thirty seconds that knife just got SOLD." Sold???! Of course it's sold--sold to me for the second time! "No, it has been sold to someone else, and there is nothing I can do about it now." No amount of cajoling or pleading could make the changeover to it's 'rightful' owner.

Aaaaaaarrrrrggggh!!! I realized she was just dictating policy and bid her a polite and sad goodbye.

A.G., are you out there? Put yourself in my shoes and how would you feel? I would think that the FIRST thing that would need to be done is a check on status of orders from the evening with a time-stamp prioritizing them.

I have always enjoyed the great products from these guys, and will continue to do so, but I am frustrated right now.

I don't support bashing anyone, and I am usually given to offering the benefit of the doubt first, but instead this is a vital lesson I am offering to the group and to myself for the next time--GET ON THE PHONE EARLY!!!

Thanks for reading,

Coop

 

[Burke]

Coop, I can understand why you're upset, and I have to say, I appreciate the factual and respectful tone of your post. I'd probably be a little more pissed than you if I were in your shoes, but it's nice to see you handle it in such an adult fashion.

 

[horseclover]

Between the website and the mailed catologs, cuttingedge must see an enormous amount of traffic.

I had a similar experience in December but I did end up with the knife I ordered during off hours. What is perplexing is that the knife is still listed on their website. I'm pretty sure it was a one of.

It might be a good bet that someone had used the cart system on the website and that that order was processed while you were talking to the rep. They are pretty clear about having other your other selections in mind.

The huge inventory they carry must be a real chore to keep track of. I keep an eye on the weekly E-lists and keep the catologs. You never know when that piece you saw months ago may be reduced in price or back for resale.

It might also be possible to put in a request for a particular knife type and see if they have anything new in. (not unheard of in the market)

AG and company generally do a terrific job and I, for one, cut them a huge amount of slack.

Early evening may be the best bet for making the calls. It gives them a chance to catch up.

Cheers