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  1. #1
    Join Date
    Mar 2010
    Location
    Skippack, PA
    Posts
    60

    Default Customer Dissatisfaction

    I don't know how many of you have had the unpleasant experience of trying to get an order done correctly from Brushy Mtn.'s New Columbia retail location, but I've had nothing but bad experiences, including unreasonable hours of waiting, that should've taken 20 mins., constant screw-ups on making sure the order was correct, due to no quality control there, and that they hired a kid, that works in the warehouse pulling orders, that doesn't know the first thing about beekeeping equipment. I complained to the headquarter's management, and after speaking to the store's manager to verify my story, they have decided to "black list" me and are refusing to allow me to do business with them. When I called and asked why, the lady I spoke to told me she checked the file and the store's manager, J.W., was definitely the one that initiated the action, but gave no reason and left no notes why. So I asked her to check with the upper level mangement...she did and this was her reply:

    Mr. Famous,

    I did have the chance to speak with Shane and he says the decision stands. We are NOT to do any more business with you. For reasons I am sure that you are aware, this was the decision of both the owners and managers. You may contact Jim Wilson at the Pennsilvania Warehouse to see if there is anything else that can be done, but I will no longer be able to help you nor will any of the other Representatives.

    I thank you and have a great day

    ***
    Brushy Mtn Bee Farm.

    OK, so if I'm supposed to be aware of the reason why, how come he didn't even notate the file for their own staff to know why? There's only one logical answer...there is no good reason.

    Has anyone else had such an experience with this store/manager?? I don't think I did anything wrong complaining about aweful service.

  2. #2
    Join Date
    Jul 2010
    Location
    Auckland,Auckland,New Zealand
    Posts
    6,012

    Default Re: Customer Dissatisfaction

    Well hate to break it to you but businesses don't throw away perfectly good clients for no reason.

    They've just decided to cut their losses.

    The "kid", is likely because they have a limited budget to pay wages and they have hired someone who will eventually be trained, but doesn't know everything yet. I'm in business, sometimes you have to hire less knowledgeable people and give them a break.

    I don't know anything about this case other than your side of the story. But I can say that for me, although I've never blacklisted anyone, there are a few customers I would be better without. They are demanding and time wasting, and seem completely out of touch with the idea that I actually have to make some money or I could not continue the business. It can help to look from the other guys viewpoint. If you consider how much actual profit they made on whatever they sold you (and were you picky and rejected some of their product, which is a cost), and compare that to the amount of time and grief you have cost them, do you think they could reasonably survive?

    And not spelling out to you their reason for blacklisting you, does not mean they don't actually have a reason. It means they think telling you will just be grounds for more argument. They cannot be bothered with even more argument, they are done with you.

    You now have the option to deal with any of the other suppliers. My advice? Treat them how you would like to be treated, allow for the fact we are all just human and sometimes everything is not perfect.
    44 years, been commercial, outfits up to 4000 hives, now 120 hives and 200 nucs as a hobby, selling bees. T (mostly).

  3. #3
    Join Date
    Oct 2010
    Location
    Baker Oregon
    Posts
    2,403

    Default Re: Customer Dissatisfaction

    Oldtimer: Words to live by.
    Dan Hayden 4 Years. 12 hives. Tx Free. USDA Zone 5b.

  4. #4
    Join Date
    Oct 2011
    Location
    Santa Monica, CA, USA
    Posts
    1,512

    Default Re: Customer Dissatisfaction

    As a customer, I have my own black-mail list for the companies I do not want to have deal with. It includes Delta Airlines and some others. But I do not think, that the business, which supposed to provide services to public (selling stuff in this case) has the same rights as an individual customer. Even if it is private business, offering services/goods to the public brings some responsibilities to the business owner. If these responsibilities are not fulfilled, there are ways to correct the problem. I would contact consumer protection agency and local chamber of commerce. Also, if purchase was made with credit card - it is good idea to call them to see what they think. If they are on your side, than they could consider the same approach - to put that "businessman" in the blackmail list as s/he did it for you. I think, it is fair. I also think that it is important to share customer experience.
    Серёжа, Sergey

  5. #5
    Join Date
    Aug 2012
    Location
    Portland, Tennessee, USA
    Posts
    245

    Default Re: Customer Dissatisfaction

    Words of wisdom Oldtimer. I too am in business and have experienced this with help more times than I care to remember. And like you, I've had customers I'd rather not deal with and a few I refused to deal with! Only heard one side of this story but I'd say cut your loses and buy somewhere else. After all if service is that bad, WHY would you want to do business with them.

    BTW I have been buying from Brushy Mt for over 5 years, never had the first problem.

  6. #6
    Join Date
    Mar 2011
    Location
    Utica, NY
    Posts
    9,747

    Default Re: Customer Dissatisfaction

    Quote Originally Posted by sfamous View Post
    including unreasonable hours of waiting, that should've taken 20 mins.
    Have you been to a doctor lately ... eventually you will pay him upwords of 150 bucks for waiting. Be thankful it was just a kid, that might cost you 7.50. If a person knew everything there is to know about beekeeping would you expect him / her to be working in a warehouse?
    Brian Cardinal
    Zone 5a, Practicing non-intervention beekeeping

  7. #7
    Join Date
    May 2012
    Location
    Cheyenne, Wyoming, USA
    Posts
    1,693

    Default Re: Customer Dissatisfaction

    I have had great past experiences with Brushy Mountain. Nothing like yours, sfamous. I sure don't agree with the action taken, but then again, I'm not the manager. But I do know Mr. Gebauar (Shane) fairly well; nice guy he is.

  8. #8
    Join Date
    Nov 2008
    Location
    Grand Rapids, Ohio
    Posts
    854

    Cool Re: Customer Dissatisfaction

    As a dealer I would have to side with what Oldtimer stated. Why should they have to push the button as a dealer. Get the clue and buy else where.

  9. #9
    Join Date
    Oct 2009
    Location
    Panama City, Florida, USA
    Posts
    591

    Default Re: Customer Dissatisfaction

    Quote Originally Posted by cerezha View Post
    As a customer, I have my own black-mail list for the companies I do not want to have deal with. It includes Delta Airlines and some others. But I do not think, that the business, which supposed to provide services to public (selling stuff in this case) has the same rights as an individual customer. Even if it is private business, offering services/goods to the public brings some responsibilities to the business owner. If these responsibilities are not fulfilled, there are ways to correct the problem. I would contact consumer protection agency and local chamber of commerce. Also, if purchase was made with credit card - it is good idea to call them to see what they think. If they are on your side, than they could consider the same approach - to put that "businessman" in the blackmail list as s/he did it for you. I think, it is fair. I also think that it is important to share customer experience.
    Cerezha,

    You can certainly complain, blacklist, etc. What you can't do is misrepresent what the company has or has not done. They are in business to earn money, not tick people off. If they want sell to you, they have a real reason, period. This was escalated and the managers upheld the original decision. There are discrimination laws, but unless those are the reason for the rejection, they are within their legal rights to not do business with you. One thing I have found through the years, is that an unhappy, unreasonable customer is a liability, no matter what you do to pacify them. They still want more and still drag your good name through the mud. It is best to cut your losses, meet your reasonable obligations to them, then end the relationship. I imagine that is just what happened in this case.

    I do not know the specifics in this case, and none were offered. Just a vague complaint about misreatment. As such, I cannot assign any validity to it.

  10. #10
    Join Date
    Sep 2012
    Location
    Atlanta, Ga
    Posts
    108

    Default Re: Customer Dissatisfaction

    Quote Originally Posted by sfamous View Post
    I don't know how many of you have had the unpleasant experience of trying to get an order done correctly from Brushy Mtn.'s New Columbia retail location, but I've had nothing but bad experiences, including unreasonable hours of waiting, that should've taken 20 mins., constant screw-ups on making sure the order was correct, due to no quality control there, and that they hired a kid, that works in the warehouse pulling orders, that doesn't know the first thing about beekeeping equipment. I complained to the headquarter's management, and after speaking to the store's manager to verify my story, they have decided to "black list" me and are refusing to allow me to do business with them. When I called and asked why, the lady I spoke to told me she checked the file and the store's manager, J.W., was definitely the one that initiated the action, but gave no reason and left no notes why. So I asked her to check with the upper level mangement...she did and this was her reply:

    Mr. Famous,

    I did have the chance to speak with Shane and he says the decision stands. We are NOT to do any more business with you. For reasons I am sure that you are aware, this was the decision of both the owners and managers. You may contact Jim Wilson at the Pennsilvania Warehouse to see if there is anything else that can be done, but I will no longer be able to help you nor will any of the other Representatives.

    I thank you and have a great day

    ***
    Brushy Mtn Bee Farm.

    OK, so if I'm supposed to be aware of the reason why, how come he didn't even notate the file for their own staff to know why? There's only one logical answer...there is no good reason.

    Has anyone else had such an experience with this store/manager?? I don't think I did anything wrong complaining about aweful service.
    I don't know the whole story but I would recommend taking your business elsewhere. They obviously don't want it, why would you want to give it to them? There are plenty of dealers out there that would love a new customer.

  11. #11
    Join Date
    Jul 2012
    Location
    Kaysville, Utah, USA
    Posts
    392

    Default Re: Customer Dissatisfaction

    Brushy Mountain has only slightly goofed one of my orders, and they took my word and corrected it immediately.
    Don't provoke a hive full of angry bees.

  12. #12
    Join Date
    Feb 2011
    Location
    Oshawa, Ontario
    Posts
    200

    Default Re: Customer Dissatisfaction

    What Oldtimer said.
    They're cutting their losses; you have to admit they were very polite about it.

  13. #13
    Join Date
    Dec 2009
    Location
    SNOW SHOE PA USA
    Posts
    1,268

    Default Re: Customer Dissatisfaction

    Well i've been in business{my own restaurant} for over 20 years and in the restaurants since i was 12 and i can tell ya customers are not allways right they can blow things out of portion if i was to fire every employee a customer told me did some thing wrong to there food or was rude i'd have to hire every other month. Most people are great but there's that 10 percent ya just can't make happy with out giving them something.
    Brushy Mountain has done well with me and i've orded 3 times from them and i'm sure i'll order again.
    Oldtimer your so right some customers are not worth the stress.
    Say hello to the bad guy!
    year five==== 31 hives==== T{OAV}

  14. #14
    Join Date
    Nov 2012
    Location
    Clearfield County, PA
    Posts
    3

    Default Re: Customer Dissatisfaction

    I ordered from them recently and had a couple minor issues with the order. All it took was a phone call and everything was corrected quickly and cheerfully. They didn't even require anything be returned. My entire time on the phone including the time it took me to dial was less than 5 minutes.
    While I can't say they were perfect, I realize I ordered on an extremely busy day and I got the order quickly.
    I will be ordering from them again.

  15. #15
    Join Date
    Oct 2011
    Location
    Santa Monica, CA, USA
    Posts
    1,512

    Default Re: Customer Dissatisfaction

    Quote Originally Posted by jbeshearse View Post
    ... What you can't do is misrepresent what the company has or has not done. They are in business to earn money, not tick people off. If they want sell to you, they have a real reason, period. This was escalated and the managers upheld the original decision. There are discrimination laws, but unless those are the reason for the rejection, they are within their legal rights to not do business with you. One thing I have found through the years, is that an unhappy, unreasonable customer is a liability, no matter what you do to pacify them. They still want more and still drag your good name through the mud. It is best to cut your losses, meet your reasonable obligations to them, then end the relationship. I imagine that is just what happened in this case...
    I basically agree. My point was that as much as business suffered from "bad" customers, in the same way customers suffer from bad business practices. I do not think, it is the customer, who made business's life miserable - it is more personality. One same person cold be horrible customer and nasty customer service representative. I do not like the idea that all businesses are great, but customers are bad. Also, I do not believe that in such conflict one side is absolutely right and another - completely wrong. I think that truth is somewhere between.
    Серёжа, Sergey

  16. #16
    Join Date
    Dec 2008
    Location
    Solano, California, USA
    Posts
    1,377

    Default Re: Customer Dissatisfaction

    Famous,
    As a package bee producer, seller and shipper I can attest to the old adage that 1% of the customers cause 90% of the "problems"
    In our business its usually the person who hand released a queen right when they opened the package and now wants a free queen or its someone who didn't read our "contract" before they hit the "buy" button. They make up 99% of our irate customers. If customers give us a prompt notification that there is an issue within the parameters they purchased under we very work hard on trying to make it right. When someone wants their money back for "dead" bees because they failed to feed a package properly when it rained for 3 days straight at 40 degrees I often wonder why people toss their money at something they aren't willing to invest their time in. My advice is find someone new to purchase from and keep your "attitude" in check especially if things aren't perfect with their service or your order.

  17. #17
    Join Date
    Jun 2011
    Location
    Asheville, North Carolina, USA
    Posts
    552

    Default Re: Customer Dissatisfaction

    If you meet three jerks in one place, maybe you're the jerk. And that's the PG version.

  18. #18
    Join Date
    Mar 2010
    Location
    Skippack, PA
    Posts
    60

    Default Re: Customer Dissatisfaction

    Clearly not one of you even read the question, because not one of you mentioned making a purchase specifically at this retail location or the manager that stays there during business hours. If I just wanted random opinions from people that can't read, I'd just go to the local Adult Educ. Night program and interview them personally. Come on folks, get with it....reading is fundamental.

  19. #19
    Join Date
    Sep 2012
    Location
    Atlanta, Ga
    Posts
    108

    Default Re: Customer Dissatisfaction

    Quote Originally Posted by sfamous View Post
    Clearly not one of you even read the question, because not one of you mentioned making a purchase specifically at this retail location or the manager that stays there during business hours. If I just wanted random opinions from people that can't read, I'd just go to the local Adult Educ. Night program and interview them personally. Come on folks, get with it....reading is fundamental.
    No wonder you got turned away. Why are you posting to public internet forums if you don't want opinions on your post?

  20. #20
    Join Date
    Feb 2006
    Location
    Herrick, SD USA
    Posts
    4,440

    Default Re: Customer Dissatisfaction

    Thanks for the insight sfamous. Those of us who may not have been sure how your encounter with them might have played out perhaps now have a better understanding.
    Last edited by jim lyon; 12-10-2012 at 07:31 AM.
    "People will generally accept facts as truth only if the facts agree with what they already believe."- Andy Rooney

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