Sometimes you just lose a customer...

R.A.T.

R.A.T.

Randall's Adventure & Training
Joined
Feb 4, 2004
Messages
10,400
Michael,

We apologize for the delays. These delays are our fault and not the fault of Two Wolves Outdoors. We have been swamped with back orders and have fallen behind on production for certain models. Again, I apologize. We do our very best to deliver on time and maintain the absolute best in quality. Sometimes we get behind though. The Izula is wildly popular right now and the sales have exceeded our production due to us failing to predict that the knife would be this popular. I'm sorry you feel the way you do.

Best regards,

Jeff Randall
----- Original Message -----
From: *name removed*
To: info@ratcutlery.com
Sent: Friday, June 05, 2009 11:30 AM


To Whom this may Concern

Two months ago on April 7 I ordered an Izula through Two Wolves, whom I have stayed in contact with on the progress of my order. I have not recieved the knife yet and I feel as though this kind of service is unacceptable. In this day and age of manufacturing, even in the knife industry, it does not take nearly two months to manufacture a knife, even in the smallest of knife shops. While I do understand that you may take in several orders at a time I do not feel that the amount of time waiting is worth your knife. I consider myself to be patient and loyal, I have stated how my patience has been tested, and with that in mind your company has not and will not gain my loyalty and I do not and will not recommend your company's products or services. Thank you for taking the time to read this e-mail and nothing more.

*name and address removed*
Gallatin, TN 37066
 
I sort of got the feeling he was upset with Two Wolves also and this is absolutely not their fault. When he says that he understands we take in several orders at a time, I'm not sure he even has a clue how many orders we take in at a time for the Izula. It's not like we have two orders for 5 knives on the books at any one time. It's more like many hundreds on order at any one time. But even with that said, I don;t blame him for not wanting to wait. We should have predicted this better and run more knives at one time. We will accept the blame for that.
 
Speaking for the quality of my Izula and your sterling reputation, I'd rather have you guys keep doing what you're doin than turn out hundreds of thousands of knives.
One grateful customer here!
 
Why didn't he just cancel the order and go to another dealer? There have been Izulas available in the time frame of his complaint.
 
Sometimes success is just not good enough! :D
(Easy for me to say, I got my Izula.)
 
After working for the last 10 years in manufacturing I can say without a shadow of a doubt, nothing should put a smile on the faces of the employees and owners than having too much work, especially in this economic enviroment.

It's just a shame that Mr. Name and address removed will never feel that sweet, sweet Izula goodness.
 
shotgunner11 said:
After working for the last 10 years in manufacturing I can say without a shadow of a doubt, nothing should put a smile on the faces of the employees and owners than having too much work, especially in this economic enviroment.
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Shon and I were just talking about that. I would much rather be figuring out how we're going to get things done than wondering if we're going to have anything to do!
 
That is a long time to wait for a knife, but then again, if it took even a month, I would have went somewhere else that had them in stock. Maybe that's just me.
 
Not to mention projects you can't even get started on yet! :p

... let's talk about a folder ...
 
R.A.T. said:
Shon and I were just talking about that. I would much rather be figuring out how we're going to get things done than wondering if we're going to have anything to do!
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Amen Bro.! That's for sure!

Keep up the good work!:thumbup:
 
So let's figure out how to get an Izula into the hands of Mr. Name Removed. Hell, I'll send him my pink one if it will help the cause.
 
I see this so-called "mistake" to be sign of all the things RAT is doing right! Like Esav elucidated, the sheer fact that you can't make enough of them (and I know that Rowen has great capability) then you're certainly doing your job better than most everybody else in the industry! Look at all the people clambering for the product!

I can understand his displeasure with having to wait, but what's that they say about good things...? :D
 
Many businesses have failed because they weren't prepared for the success that came their way.
 
I wonder why the customer didn't go to another dealer that had them instock? This thread reminds me, I need to order a Maxpedition pouch from Two Wolves Outdoors to hold my cell phone a small first aid kit and maybe my Izula... Wonder which pouch would work.......

Heber
 
The option to cancel was offered, I assure you. And I told him this morning that he would have his Izula in hand next week. For some reason, it did not sit well with him. It was then that he cancelled his order and emailed Jeff... which mortified me no end.
I re-ordered too late to get mine in when they first started shipping again as others were ahead of me... that was my fault.
These things happen. It happens with other products too on occassion.

Jeff, thank you again for defending me. I hold no ill will for the wait times... it happens with all things of beauty and value.
 
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Why didn't he just cancel the order and go to another dealer? There have been Izulas available in the time frame of his complaint.
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"Barking dogs seldom bite"
 
LupaWolf said:
The option to cancel was offered, I assure you. And I told him this morning that he would have his Izula in hand next week. For some reason, it did not sit well with him. It was then that he cancelled his order and emailed Jeff... which mortified me no end.
Click to expand...

Thats weird, after he gets word that his Izula is coming next week, he cancels and writes to Jeff?

Customer:
Two months ago on April 7 I ordered an Izula through Two Wolves, whom I have stayed in contact with on the progress of my order. I have not recieved the knife yet and I feel as though this kind of service is unacceptable.
Click to expand...

He wrote..."I have not received the knife yet"...HHMMM that's odd, you know its coming next week and you cancelled it, WHY? I don't know but something doesn't smell right here? I think he is looking for sympathy for waiting, which was his choice to do. No one made him wait? If I waited for 2 months and heard it was coming I would be relieved and happy. I would not go and cancel my order, then write a letter. Why would he pick the day he heard the knife was coming to cancel (& rant) ? Maybe I missing a piece of the puzzle, but it sounds strange to me. What I see is a fisherman !;) MHO


I have ordered thru TwoWolves and they are great, honest to a fault. They told me when products were out of stock, and not certain when the supply would be replenish. I would return to them in a heart beat!

Imagine this customer going to Ferrari, Lamborghini, or Rolls Royce saying what’s taking so long? They don’t have a drive thru window!! Quality takes time, and if he know about your company, he would know its worth the wait.
 
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