Ellis Custom Knives/Refractory

E

Emphasiski

Joined
Jun 27, 2010
Messages
402
I posted this in "The Good, Bad and Ugly" but it's more of a question on what kind of experience to expect rather than an experience I've had.

Last Sunday the 25th I ordered $170 worth of refractory material and other forge parts. I asked to be notified by email when they would be able to ship it. I understand that they are busy people and can only ship on the weekends. Yesterday I emailed again asking for an estimated shipping date...still nothing. I have no problem waiting as long as there is some sort of reasonable level of communication.

Has anyone ordered from them recently, maybe the last 2-3 weeks? Or have even heard from them in any form...are they still around...?
 
I've had nothing but good service from them. Are you sure they weren't off at a knife show somewhere?
 
Sometimes they have delays in shipping. I have always ordered my refractory supplies from them and have had nothing but great experiences
 
I checked every possibly link and page on their site. I didn't see anything that looked like a recent update. I was already charged the money...
 
They do travel to some shows and they are or haven been both working on higher education goals (i.e. PhD).

Basically, they do have busy times, and sometimes there are signficant shipping delays.

I ordered a forge and refractory from them last year. I can see your frustration with the lack of communication as I had a similar issue. Kathryn often times does the coummunication side of things while Darren is in the shop. I had limited contact initially, and I had concerns about shipping while I was gone on vacation. I was able to get a confirmation that they would hold shipping. After that, I had trouble getting communication established again so that we could get shipping arranged. Then there was a delay on a part for the forge burner. I placed my order in September, but I didn't receive it until after Christmas. This of course was a different circumstance as my forge had to be built.

I don't have any complaints about my order, and it is a GREAT forge. It was worth the wait. During their busier times, they can be hard to get a hold of, but they will eventually get back to you. I'd also agree that more communication would be best to improve customer satisfaction. Know that they are good folks, but they have their hands in lots of different pies, so try and be patient.

--nathan
 
I've done business with them too, and was very satisfied. As I remember, their page does look kind of old and un-recently-updated, however the prices were good and my order was not delayed. Good luck with getting your stuff, I'm sure it will show up at your doorstep before too long and you'll get that great feeling of opening a package of forge goodies to build with.
 
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I have bought high temp supplies from them whenever I cannot get what I need locally, they do not always ship promptly, and their communication is spotty at best, but I always get what I order and it is always good quality

-Page
 
I have ordered from them a few times, they do sometimes have a delay in getting an order out, and occasionally have some items on back-order, but they are good folks and I don't think you have anything to worry about.
 
They are as "Good-as-Gold". Nicest folks you would ever encounter.

They are just like everyone else, they are constantly trying to make a better life for themselves. While their communication skills may not be as good as some, you can bet you will eventually be satisfied.

Hang in there my friend. Sending more emails to them can't hurt. You must remember that "SPAM" filters catch a lot of stuff that they may never see.

Robert
 
Hi Brent,

Your order shipped!

In your order you asked: "I read that you guys usually only ship on the weekends. If possible, could you email me if you're able to ship today?".

Your order came in after we had already shipped for the weekend, and I assume Kathryn didn't email you back because you asked to be notified if we shipped it that day...by default, it went to the next weekend. She's been tied up with studying for the Bar exam, so she has been running a little behind on emails for the past week or two...but I'm pretty sure she's caught up on all communication this evening.

In any case, you should have it soon. Rest assured, if you order from us, you will get your order. Have a great week!

-Darren
 
Awesome Darren, I really appreciate it. I read everything on your site, and I was hoping you were still around and hadn't gotten lost in all your school work and tests etc...but the guys here gave me the warm and fuzzy I was looking for, and I was prepared to wait.

Thanks again!
 
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