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  1. #81
    Join Date
    Oct 2010
    Location
    Baker Oregon
    Posts
    2,372

    Default Re: Russel Apiaries need some customer service

    And customers who check their website.

    From their 2012 updates.

    "At this point it looks like we are going to have to postpone shipping queens until April 16th... at that time we will be shipping more than we usually do per day so we can catch back up as quickly as possible... the office is a total mess... a large nuc yard was hit as well, and while we were able to straighten up the majority of the nucs, they will definitely be set back from the damages... this whole week is calling for thunderstorms, so we won't be able to make a clear assessment of how bad and what it will take to get them back on track until next week... I am thankful for all the help that everyone is offering us, and a few guys from other operations have already arrived as well as our staff from other states, so we have a strong work force working on what they can each time the weather gives us a chance... we are still trying to answer emails but the ladies are working from laptops and cell phones at the moment, and the internet connection is very slow compared to the hard wired office, so hang in there while they work through that... thank you everyone for understanding..."
    Dan Hayden 4 Years. 9 hives. Tx Free. USDA Zone 5b.

  2. #82
    Join Date
    Jul 2004
    Location
    Sullivan, MO
    Posts
    891

    Default Re: Russel Apiaries need some customer service

    Get a clue BGhoney, do you want them answering every email and voicemail or cleaning up from the storm that put trees through their office and destroyed most of their computer equiptment, destroyed or weakened a lot of nucs, and played havoc with everything else. You are taking about a farming type endeavor and this is one heck of weather related excuse for your order to be late. I am also waiting on an order, but instead of thinking the worst (those guys are screwing me) I posted a message on his website forum asking if something had happened down there. Low and behold it had happened. So give them a break they are doing the best they can after having storms demolish them 2 years in a row. I can only hope if you are ever selling something to people they will have a little more patience with you.

    Rod

  3. #83
    Join Date
    Jan 2011
    Location
    Athens, OH
    Posts
    2,682

    Default Re: Russel Apiaries need some customer service

    I, for one, am grateful that they take small orders like mine, at all. I was very satisfied with my last order.
    Politics is the entertainment branch of industry. -Frank Zappa

  4. #84
    Join Date
    Oct 2010
    Location
    Baker Oregon
    Posts
    2,372

    Default Re: Russel Apiaries need some customer service

    Quote Originally Posted by cg3 View Post
    I, for one, am grateful that they take small orders like mine, at all. I was very satisfied with my last order.
    Amen. I would bet it would improve their bottom line to not deal with all of us small time hobbyist. And from the complaining that I hear here I am sure it would improve their quality of life not to deal with us.

    I am eagerly awaiting my Moonbeams that I ordered last summer, and are set to arrive mid May.
    Dan Hayden 4 Years. 9 hives. Tx Free. USDA Zone 5b.

  5. #85
    Join Date
    Sep 2007
    Location
    Battle Ground , Washington, USA
    Posts
    752

    Default Re: Russel Apiaries need some customer service

    I was just on there webpage to get there phone number, not a word about a storm, so sorry. I have no problem with delayed orders, I've never got a response from the order to begin with. I can send out 2 emails a minute. I did state that the orders not even late yet, just wondering if it was coming. Thanks for the info, no matter how barbed.
    I'm not tense, Just terribly, terribly alert!

  6. #86
    Join Date
    Feb 2005
    Location
    Tucson, Arizona, USA
    Posts
    5,347

    Default Re: Russel Apiaries need some customer service

    Late last Summer (2011) I received a few of the Russell Apiaries SunKist Cordovan queens. When I had the queens in their cages, at my nuc yard, ready to install in their nucs, passing bees were attracted to the queens so strongly (in a non-hostile way), that I was unable to see into the cages as I was placing them - the cages were just covered with a cluster of bees. I've had caged queens attract passing bees, but this was way beyond anything I'd seen before.

    As soon as I had young larvae from those MQs (mother queens), I began growing daughter queens. They've grown into quite a sizeable group of colonies, and growing.

    I'm certainly not a queen breeder, but I'm pretty good at raising queens from young larvae. Maybe someday I'll grow into doing some actual honey bee breeding, but I realize it takes lots of know-how, experience, and resources to actually breed honey bees.

    I sure hope Russell Apiaries starts having better Springtime weather. I appreciate their queens, and look forward to growing more of their honey bee varieties.
    48 years - 50 hives - TF
    Joseph Clemens -- Website Under Constructioni

  7. #87
    Join Date
    Feb 2005
    Location
    Tucson, Arizona, USA
    Posts
    5,347

    Default Re: Russel Apiaries need some customer service

    Unintentional Duplicate Post
    Last edited by Joseph Clemens; 04-11-2012 at 06:16 PM. Reason: Unintentional Duplicate Post
    48 years - 50 hives - TF
    Joseph Clemens -- Website Under Constructioni

  8. #88
    Join Date
    Sep 2011
    Location
    Santa Rosa County, Florida
    Posts
    401

    Default Re: Russel Apiaries need some customer service

    Someone above said,"I can send two emails a minute."They are absolutely right.Get some doofus who can't do anything else and have them email customers who have paid orders on the books.
    A short email only has to say,"we had a storm and orders are delayed until the next century.You can have a refund if you do not care to wait."That is called customer service.What BGhoney had is customer NO service.
    This is really about money and anyone who has my money had better keep me informed if there are problems.
    So,all of you who jumped on the OP might want to reconsider.If it was your money and time window involved you might think differently.

  9. #89
    Join Date
    Dec 2011
    Location
    Bristol, Florida, USA
    Posts
    88

    Default Re: Russel Apiaries need some customer service

    Quote Originally Posted by BGhoney View Post

    I'm just wondering if they ever got my order in the first place.
    I know when I ordered mine, that payment was required at the time the order was placed, so you should have received some sort of confirmation of paypal or credit card that they received your order. If not, you may be justly concerned that your order was not received.
    Gary

  10. #90
    Join Date
    Jun 2009
    Location
    Huntsville, Alabama
    Posts
    677

    Default Re: Russel Apiaries need some customer service

    I emailed them early last week. Got a response the next morning.

    I'm looking to just purchase a few Sunkist and them make a few queens off of them.

    They were very informative and helpful.

    Sorry you had a different experience.

  11. #91
    Join Date
    Feb 2005
    Location
    Tucson, Arizona, USA
    Posts
    5,347

    Default Re: Russel Apiaries need some customer service

    Sometimes it's only a matter of spam settings in your email client, or checking the spam folder to see if the response was sent there.
    48 years - 50 hives - TF
    Joseph Clemens -- Website Under Constructioni

  12. #92
    Join Date
    Jan 2011
    Location
    Athens, OH
    Posts
    2,682

    Default Re: Russel Apiaries need some customer service

    Quote Originally Posted by Joseph Clemens View Post
    Sometimes it's only a matter of spam settings in your email client.
    Their response to me on 4/5, shortly after their mishap, did indeed land in my Spam box.
    Politics is the entertainment branch of industry. -Frank Zappa

  13. #93
    Join Date
    Nov 2009
    Location
    Munfordville, Ky. U.S.A.
    Posts
    1,245

    Default Re: Russel Apiaries need some customer service

    Quote Originally Posted by gone2seed View Post
    "That is called customer service.What BGhoney had is customer NO service.
    This is really about money and anyone who has my money had better keep me informed if there are problems.
    So,all of you who jumped on the OP might want to reconsider.If it was your money and time window involved you might think differently.
    They have $227.50 of my money for queens. Not a large amount, but too much to lose. I'm not worried because I understand that they are working with laptops and cell phones on a limited basis, and that there is a large area that is without any utilities. I don't know what progress is being made, but from dealing with them in the past I'm sure they will try to take care of everyone as soon as they can. I to am in need of my queens to give to a nuc builder to build my nucs with. I have emailed them twice lately with no answer, and I usually get one. So is there anyone that would like to trade places with them? I don't think so. Patience please!
    So much to learn, so little time!!

  14. #94
    Join Date
    Oct 2010
    Location
    Pueblo, Colorado, USA
    Posts
    686

    Default Re: Russel Apiaries need some customer service

    Sounds like sending out an email to all one's contacts saying we had a disaster is just too difficult to handle for them. Letting your customers sit around wondering what's gong on, now that's sound business practice. Bet their money made it into the bank no problems though LOL
    Zone 5a @ 4700 ft. High Desert
    Facebook

  15. #95
    Join Date
    Feb 2011
    Location
    Rankin, Mississippi, USA
    Posts
    67

    Default Re: Russel Apiaries need some customer service

    Yeah right. I wish it were that simple. There are something like 21,000 customers and there is no email contacts list. We asked Doc about that option already and he reminded us of the craziness of last year when we did something like that on just a small scale. People who had queen orders for June were freaking out and wanting daily status updates from that point on just because we sent a mass email alerting people of a delay due to a storm in March.

    The info was posted on our website as well as here. No one was left in the dark except for us and the 7,000 people in the area with no power. It sure is sad how people have become. You wanna know what Doc said while we were all standing in the drive in the pouring rain staring in awe at the destruction? He looked at Hughes and told him to get the guys in and go door to door checking on people and putting tarps on their roofs, while Sam, Cody, and Matt were clearing driveways. He bought every single boat battery and inverter that walmart had and had Steve and Blaine handing them out to houses with children and elderly so they could run lamps for light at least. AND his wife Nicole and Victoria boxed up all of the dry and canned foods in his home so that Hughes and Phil could hand it all out to families and they cooked everything that was in his fridges and freezers and took plates to the kids and old folks every day for lunch and dinner. My husband got into the spirit and drove his tractor around for a whole week clearing trees for folks.

    I love working for people with that care and stand up for others. You may think that getting an email would have saved you the time of looking at the updates on the website, and that may be very important to you. But I am with Valleyman, its easy to talk about how others shoulda, woulda, coulda, when its not your britches that are on fire.

    We are working from laptops and cell phones until everything is wired back up and functioning. All of our guys came in from other states and a few other companies even sent their crews to get the office gutted and repaired. They all just left out today. We have a roof, well, all except for one exterior area. We have new floors, walls, and ceilings. Now we are just putting the desks and computers together and getting the tech guys to wire everything back up and get the systems set up on the new computers.

    Doc is working on the nucs. The queens are fine and we should be shipping way more than we usually do per shipdate starting on 4-16.

  16. #96
    Join Date
    Sep 2005
    Location
    Greensboro, North Carolina
    Posts
    2,723

    Default Re: Russel Apiaries need some customer service

    Quote Originally Posted by TwinkieBee View Post
    The info was posted on our website as well as here. No one was left in the dark except for us and the 7,000 people in the area with no power. It sure is sad how people have become. You wanna know what Doc said while we were all standing in the drive in the pouring rain staring in awe at the destruction? He looked at Hughes and told him to get the guys in and go door to door checking on people and putting tarps on their roofs, while Sam, Cody, and Matt were clearing driveways. He bought every single boat battery and inverter that walmart had and had Steve and Blaine handing them out to houses with children and elderly so they could run lamps for light at least. AND his wife Nicole and Victoria boxed up all of the dry and canned foods in his home so that Hughes and Phil could hand it all out to families and they cooked everything that was in his fridges and freezers and took plates to the kids and old folks every day for lunch and dinner. My husband got into the spirit and drove his tractor around for a whole week clearing trees for folks.
    Wow. Utterly amazing and inspiring.

  17. #97
    Join Date
    Nov 2009
    Location
    Munfordville, Ky. U.S.A.
    Posts
    1,245

    Default Re: Russel Apiaries need some customer service

    I recieved an email from them overnite giving me my ship date and tenative arrival date. I hope that everyone does, but you need to read TwinkieBees post to understand the magnitude of what they are enduring. This is 2 years in a row for major storm damage. You don't ever get used to this type of situation.
    Let me further say that I do not know any of the people involved personally, but I have had considerable contact with all of them via email. I have NEVER been misled or lied to in any way by any of them. I have not always gotten things exactly when I wanted them, but I'm not their only customer, and don't expect any special treatment. Just be patient and they will deliver a high quality product.
    So much to learn, so little time!!

  18. #98
    Join Date
    Sep 2011
    Location
    Reno, NV
    Posts
    2,958

    Default Re: Russel Apiaries need some customer service

    Sorry to hear your community was hit so hard. I've been there and done that. It also sounds like you actually did a very good job of reaching customers. I say that because I don't see a lot of complaining going on. one customer is not a lot and you can't reach them all. It seems most who replied here are aware of the situation.
    This thread does serve as a great example of the damage one dissatisfied customer can cause though.
    my thoughts and well wishes to your community. Good luck on your goal of the 16th.

    If you are not already doing it I would make it clear on your web site that customers need to check the site for updates. I woudl do it that way so that I have made it clear that is my method of communicating with my customers. I don't think I would even offer e-mail contact on a personal order level. I've offered things on a volunteer non profit basis and know how even small order, processing and shipping blah blah blah gets.
    Stand for what you believe, even if you stand alone.

  19. #99
    Join Date
    Jul 2004
    Location
    Sullivan, MO
    Posts
    891

    Default Re: Russel Apiaries need some customer service

    Quote Originally Posted by TwinkieBee View Post
    You wanna know what Doc said while we were all standing in the drive in the pouring rain staring in awe at the destruction? He looked at Hughes and told him to get the guys in and go door to door checking on people and putting tarps on their roofs, while Sam, Cody, and Matt were clearing driveways. He bought every single boat battery and inverter that walmart had and had Steve and Blaine handing them out to houses with children and elderly so they could run lamps for light at least. AND his wife Nicole and Victoria boxed up all of the dry and canned foods in his home so that Hughes and Phil could hand it all out to families and they cooked everything that was in his fridges and freezers and took plates to the kids and old folks every day for lunch and dinner. My husband got into the spirit and drove his tractor around for a whole week clearing trees for folks.
    It's always good when your gut feeling about someone who you have never met turns out to be 110% correct. God Bless All of you at Russell Apiaries.

    Rod

  20. #100
    Join Date
    Jul 2010
    Location
    Boston, MA
    Posts
    310

    Default Re: Russel Apiaries need some customer service

    Quote Originally Posted by cg3 View Post
    I, for one, am grateful that they take small orders like mine, at all...
    I don't have any outstanding orders from Russel's, but I knew that they got hit.

    I had to cancel this year's order because of an anyphylactic reaction/treatment regimen and I may be moving out of state - hence no expansion. Doc Russel contacted me personally and I really appreciated his concern.

    My refrigerator and dishwasher kicked the bucket this week and it's been miserable, so I can only begin to imagine what they're dealing with down there. To be able to continue on, and get orders out with a slight delay is pretty impressive in my book.

    My two cents.

    Tony P.
    There must be a harder way to do that... let me find it for you.

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