I don’t normally complain about poor service but this time I have had it. I placed an order on-line the middle of March and did not hear any responce so I placed order again March 30th and called Ron on Friday the 31st and he said he would check on it and call me back if there was a problem. On April 3rd my credit card was charge so I presumed my order was shiped. On April 11th I e-mailed I had not received order. Received reply 2 days later saying the order had been shipped the 3rd. Waited until 17th and still no order. E-mailed again and received answer this morning he did’t know how his computer screwed up showing it as shipped when the merc. has been on back order since Feb. It is just a simple order for Pac Bay snake guides. The order is only $29.00 so it not the amount of money but the whole process. Hope he gets it worked out as I have been a customer for a long time. This time I am going to give him the benefit of doubt.
Put in my order late in the evening Friday 4/14 two rod kits. Got my shipping confirmation today 04/19.
UPS says the brown truck will arrive 04/25.
Delivery in 7 working days - not bad. It looks like he is getting there - Bob would have had the shipping confirmation on 04/17! Moving to Pennsylvania he is two UPS days closer so things are right on target!
Let’s hope your experience is an isolated event.
Let No One Walk Alone
>< ))))‘>------<’((((><
Bill
[This message has been edited by PanFisher (edited 19 April 2006).]
Panfisher,
It looks like we placed our orders at the same time. I also got an email saying that I will get my rod kit on Monday 25.
Buggywhip,
I guess that Ron’s PC mess up your order. You are doing well giving him the benefit of the doubt. 
Malevo
[This message has been edited by malevo (edited 20 April 2006).]
I thought I’d report back on my Hook & Hackle shipment.
It showed up on the 25th as expected but unfortunately the 8’4wt blank was on back order. The rest of the order of two rod-kits was complete. I e-mailed for an ETA on the blank and NO RESPONSE!! Well I found a note from the Postman yesterday to pick up a package. Sure enough it was the blank only three days late.
I suspect Ron is not an e-mail enthusiast. Just shipping the blank was as quick a response as he could give. I wanted to complain about the lack of response to my e-mail but how can a person complain about outstanding service!
It?s funny this day and age how we?ve been spoiled to the point we want something and we WANT IT NOW!!! What happened to the good old days when we knew something about patience?
Let No One Walk Alone
><))))‘>------<’((((><
Bill
I do not like hearing things about a sponsor ignoring a customer. This seems to happen a lot with the new owner. They assure us that it does not happen, but here is more proof that it does. Thanks, keep us posted on future orders, if there will be any. 
Hey JC,
I still feel it was outstanding service. He didn’t reply to the e-mail - instead he put the blank in the mail. I am happy with that.
I just suspect he doesn’t like using e-mail. A few years ago getting the blank in the mail as quick as possible would be considered great service. In today?s world with our instant communication and demand for instant gratification the lack of a response is considered to be lacking.
Ron likely needs to learn customers demand instant communication in today?s world. E-mail provides a good way to communicate 24 hours a day without the time restrictions. It far surpasses the phone in efficiency. I have a hard time calling in the hours they are open so e-mail works best. I don?t think it will take Ron long to realize that amounts to money in his pocket book.
I do believe he has the right attitude towards customer service he is just a bit behind the times.
Let No One Walk Alone
><))))‘>------<’((((><
Bill
Thanks Bill, time may tell.
“How long does it take to learn fly-fishing?
No one knows.”
Grand poo-bah
As of today have still not received order from the end of March. The order is for simple Pac Bay snake guides. I cannot beleive they could be back ordered since February. Have not heard anything from H & H for the last two weeks. I think it is time to request a refund. I would rather have the product but enough is enough, Buggywhip
I’m sorry to read this stuff about H & H. As I see it, there are various degrees of ‘customer service’ ranging from extraordinary to plain lousy. If a catalog retailer does not give an accurate inventory status when a customer places an order, does not communicate updated shipping information and does not respond to phone or email messages, that is not poor customer service. That is NO Customer Service (-:
Allan
I ordered a rod kit recently along with some other items and all arrived in about one week.
Greg
Still waiting for part of an order I placed on March 8th…
Hi, Everyone,
Been keeping a low profile at H&H as we are very busy. It has been difficult keeping up perfectly with emails as I get hundreds per day. Everyone knows that I return every call that comes in each day.
Last month I did a “thank you” sale with our most popular blanks and kits at 40%. To get them out faster, we ordered from the vendor twice as much as usual. There were still some backorders and the vendors ran out of some components, but the delivery went well in my eyes.
I am sorry about the folks that had a bad experience or didn’t get a quick email response. Please take the time to call and tell me if you’re having a problem or just want to chat. Believe me, it has been a long hard road and things are now going excellently. In fact, my main supplier is coming out here shortly to help me on the ordering process to help me have fewer backorders.
Thanks to all who have continued their business with us. We’re a small company and work very very hard.
Thanks again.
Ron
Hey Ron,
I can only imagine the difficulties in
taking over and moving such a product
intensive business. It certainly has all
of the ingredients for a major headache. I
wish you the very best and appreciate your
response to the board. I know I personally
eagerly anticipate flyfishing goodies when
I place orders and check the mail box with
much anticipation daily. Warm regards, Jim
Thanks, Jim.
I understand that everyone wants everything as quickly as possible. Learning to keep inventory levels at peak performance is a learning process, and does not happen over night.
As I said above, we welcome calls and if someone has a problem, we fix it ASAP. I’ll get better at emails and ask that when sent to me, please identify yourself so that I can make a good response.
Thanks again!
Ron
Had to chime in here - I received great service (via both e-mail and phone) during the last week as Ron resolved a warranty claim for a broken rod. Prompt responses to all my e-mails and a good resolution to the problem (H&H XT51 blanks aren’t available any longer).
I was also pleased with the H&H’s service, alhought one item was missing in one of my orders. I wrote (yesterday morning) to Ron and got an answer in 5 min by email saying that the item was already in the way and appologising for the inconvenience. I understand that some people could have some problems when they don’t get what they order in the time that they want it. But it was said before, it is hard to move a whole bussines to a new place and keep it working, even at the cost of lossing efficiency during the process.
In addition we should have more patience with small business, not everyone is an expert in computers and live with a keyboard attached to his fingertips. Just my 2 cents…
Malevo
“It is not our differences that divide us; it is our inability to recognize, accept, and celebrate those differences” Audre Lorde
I beleive Ron is doing everything possible to make his new business work. We are working very hard to help him in this transition. My top salesman ( Karry Batson) will be going down there soon to help him with his reorder points and anything else he needs. Please be patient and all will be well. Hook & Hackle has been and will continue to be a big supporter of the Batson Ent. - Rainshadow/Forecast program. And as I have stated we will continue to support him whenever & however we can.Please feel free to contact us if you have any questions in regards to the Rainshadow/Forecast products, this might also help Ron.
We all thank you for your support.
Bill Batson
CEO
Batson Enterprises
Rainshadow/Forecast Product lines
877-875-2381 [url=http://www.batsonenterprises.com:c4879]www.batsonenterprises.com[/url:c4879]
batson@batsonenterprises.com
My order that I placed a couple of weeks ago arrived within a week. I was pleased with the response. I had one item BOed and emailed about it and had a reply the next morning. I will keep ordering from them.
Brian
[This message has been edited by millerwb (edited 09 May 2006).]
I’ve had good experiences with H&H. I just placed an order with some special requests and had a good talk with Ron on the phone. I understand he’s working hard to stand up the business after his move from NY. Hang in there!