As some of you know from another thread, I ordered some rope from Treestuff.com back on October 19th. When I ordered the rope I requested and paid an extra $15 to have a 5 inch sewn eye. It took about a week or so and I heard nothing so I called and they said the splicing guys had been backed up but it should go out in the next day or so. The call was on a Thursday and the following Monday or Tuesday I got a shipping notice.
The box showed up a couple of days later and I opened it and discovered it had a sewn eye but the eye was so small I couldn't even get the tag end of the 9mm rope to go in it! I wasn't going to pursue it with them, but some of you told me how great their customer service was, so I called them. I talked to a girl named Ash and she had me send her some pictures. She quickly emailed me back and said this shouldn't have happened and she was shipping me a new rope with the correct eye and I could keep the rope they had already sent. That sounded great to me and I was happy with how quickly she resolved the situation. I honestly was expecting them to have me send the original rope back for them to fix and/or have them refund the sewn eye fee and I could just put a knot in and call it a day.
Oh well, a few days later a box shows up and I'm excited to finally have my new rope with the correct eye. I open the box and this rope is the exact same as the other! I'm not mad, I've got 90 feet of rope for the price of 45 but I do email Ash and let her know that this rope was the same as he first. She responded that she was going to get to the bottom of this and I would hear from her in a few days.
I got a shipping notice the next day and an email from Ash that they were trying again to get this right. I'm honestly feeling bad for them at this point. I don't need 150 feet of rope and I honestly expected the 3rd one to be the same as the first two.
Well I got my third box today and low and behold it has the correct eye!
So the moral of the story is Treestuff.com may make a few mistakes every now and then, BUT they have EXCEPTIONAL customer service and they will do whatever is needed to make it right. I would not hesitate to place another order with them. Thanks to those of you who suggested I reach out to them. I honestly probably would have just let it go and picked a different vendor the next time had you not prodded me to reach out to them.
The box showed up a couple of days later and I opened it and discovered it had a sewn eye but the eye was so small I couldn't even get the tag end of the 9mm rope to go in it! I wasn't going to pursue it with them, but some of you told me how great their customer service was, so I called them. I talked to a girl named Ash and she had me send her some pictures. She quickly emailed me back and said this shouldn't have happened and she was shipping me a new rope with the correct eye and I could keep the rope they had already sent. That sounded great to me and I was happy with how quickly she resolved the situation. I honestly was expecting them to have me send the original rope back for them to fix and/or have them refund the sewn eye fee and I could just put a knot in and call it a day.
Oh well, a few days later a box shows up and I'm excited to finally have my new rope with the correct eye. I open the box and this rope is the exact same as the other! I'm not mad, I've got 90 feet of rope for the price of 45 but I do email Ash and let her know that this rope was the same as he first. She responded that she was going to get to the bottom of this and I would hear from her in a few days.
I got a shipping notice the next day and an email from Ash that they were trying again to get this right. I'm honestly feeling bad for them at this point. I don't need 150 feet of rope and I honestly expected the 3rd one to be the same as the first two.
Well I got my third box today and low and behold it has the correct eye!
So the moral of the story is Treestuff.com may make a few mistakes every now and then, BUT they have EXCEPTIONAL customer service and they will do whatever is needed to make it right. I would not hesitate to place another order with them. Thanks to those of you who suggested I reach out to them. I honestly probably would have just let it go and picked a different vendor the next time had you not prodded me to reach out to them.
