Problems with Crossbreed Supertuck?

As someone who has worked for and with many small businesses....

I think they did everything they should have done. Now... If you don't get your new holster back with an expediant return, then you have something to gripe about.

They are going to send you the LH and pay for your shipping when you send the other one back. Unfortunately there are simply too many people wanting something for nothing. You can't use the RH anyway asuming you are left handed. And if you did use it, it would lower the value. They couldn't sell it as new.

If you are really that upset, return the holster and belt, order one from Milt Sparks. Very outstanding quality. MS will cost a ton more and if you are lucky enough to get your order in at the biginning of the month, you'll only have to wait six months to get your new holster. :)

Not trying to be smart, just an option.
 
The Galco Kingtuk is an almost identical design, and Tucker Gunleather makes some smilar designs; they are also a small company. I ran a remodeling co for 5 years; never made my clients wait if they had an issue and fixed many things for clients that were not my responsibility. A little good will goes a long way. I never advertised; all my clients came from referrals. That is good business.
 
After 3 days of email
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It's called a TELEPHONE, their number is right there on their website under Contact us. You actually talk to someone, and explain the problem in real time. Amazing how well some antiques work!

they want me to print out the email, ship it at my expense, then they will send what I ordered. They will reimburse me a reasonable shipping charge.
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2. Here's a free t-shirt for your trouble.
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Why do people think they deserve a "bonus" when a company makes a mistake, then corrects it.
 
OP said:
Wait my turn...for what exactly?
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Customer service.

It's called a TELEPHONE, their number is right there on their website under Contact us. You actually talk to someone, and explain the problem in real time. Amazing how well some antiques work!
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Works for me.
 
dallascj; I was agreeing with AH.74, as proxpilot said. I hadn't seen the "/\ This." before I joined this forum either.

For what it is worth, my Crossbreed Supertuck has been my favorite holster ever since I received it. Hopefully your situation will be worked out to your satisfaction.
 
Carried mine for a year for at least 12 hours a day. No issues and very comfortable especially considering I am carrying a service size auto.

Beentown
 
The Crossbreed folks are some of the best in the business

To me, their products are simply the best

EVERYONE makes a mistake now and then
 
As a small business owner who deals with the shooting world, I can relate to both sides. However, a couple things rub me the wrong way and are not how I choose to handle my business relationships with my customers. Here's my take:

After 3 days of emails,
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No excuse for this in my opinion. If they've got so much work that it takes 3 days to respond, then they need to hire another employee to handle customer inquiries, requests, complaints, etc. Doesn't even have to be a full time employee. If they actually emailed you back and forth for 3 days, that's even worse.

they want me to print out the email
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No excuse for this. In my opinion, the customer shouldn't have to be the one to provide the validation. Treat the customer as being right until you can provide otherwise. And why does the customer need to print an email? The customer provides the order number and Crossbreed pulls the order to verify. That's all that needs to be done. Figure out if the customer accidentally ordered the wrong holster or if the company accidentally shipped the wrong one. Then go from there.

ship it at my expense, then they will send what I ordered. They will reimburse me a reasonable shipping charge.
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Completely reasaonable request. What's to keep you from keeping both holsters once you receive the replacement? I'm sure you're a great guy and you wouldn't do something like that. But trust me, there are people who do stuff like that on a daily basis and businesses have to protect themselves. And I agree with them reimbursing a "reasonable" shipping charge. If you've got ants in your pants and pick the most expensive shipping method known to man, there's really probably not a reason why you can't wait an extra day or two for a more realistic method of shipment.

If they did make a mistake and send you the wrong holster, then it's up to them, not you, to dictate how to make the situation right. There's no rule that they have to offer you a free t-shirt or coupon or whatever. As a customer, you're not entitled to anything extra just because a company made a mistake. I don't agree when people expect things like that. But I do think it's a good idea for businesses to offer something for the trouble. Like I said, it's for the business to offer, not the customer to request.

Just my two cents...
 
Outside of the free t-shirt, I agree with the OP. This should have been on the company that made the mistake. We all know that mistakes happen - it's a fact of life and isn't going to change. Customer Service should have asked the buyer to simply place the wrong item back into the original packing and then offered to have FedEx/UPS come pick-up the item at their expense, not offer to "reimburse the buyer a reasonable amount". To return the item at his expense (to be reimbursed later) would have meant that he'd have to go out of his way in order to return the product - in todays economy, time is just as valuable as the actual cost of s&h.

I've heard almost nothing but great things about this company up to this point, but when they are the ones who made the mistake, they should not be asking the customer to go out of their way. If you go to the grocery store and accidently purchase the wrong item, do you call the store and and ask them to bring you the correct one? You go back to the store and exchange the item. In this case the company that shipped the wrong item should be sending a pre-paid box or shipping label to the customer.
 
Customer Service should have asked the buyer to simply place the wrong item back into the original packing and then offered to have FedEx/UPS come pick-up the item at their expense, not offer to "reimburse the buyer a reasonable amount".
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I agree. But we don't really know how big Crossbreed Holsters is as a business. They may be a 1 or 2 person business for all we know. So they may not have the setup or business account to issue a call tag for a returned item. That's one thing to keep in mind when dealing with small companies that often times gets overlooked. There are conveniences that go along with buying products from large businesses and a lot of times those don't transfer to small businesses. In my case, returning one of my products costs all of $1.39, so if a customer gets their feather ruffled about having to front that amount initially then I've probably got bigger problems to worry about.

And we're going on the assumption that the business actually did make the mistake. I've ordered a holster from Crossbreed before and when you order, you select options from a little drop down list. I work in a program at my day job that uses similar drop down menus and I can't tell you how many times I get going too fast and select the wrong option from the drop down. Not saying that is the case, but it's not totally unlikely that it could happen. In which case, it's neither party's fault. But when I ordered my holster, I received an email of my order receipt. And keeping track of that is the customer's responsibility. Just like if you go to any brick and mortar store and buy something. If you got overcharged for something, it's up to the customer to show their receipt as proof. But in this case, Crossbreed should be able to pull up their computer system and enter the OP's order number and see on what end the mistake was made. So again, I can see both sides as having valid points.
 
I appreciate all of the thoughtful opinions on this matter; even the ones that don't agree with me. Some are off the mark completely, but that is to be expected.
Again, the t-shirt was an example and not something I was owed; but it would have been a cheap way to turn me into a cheerleader for their company and someone who actively endorses and refers them. The holster was ordered correctly, and the co. made a mistake; again, I was not angry about the mistake, but rather how they handled the remedy.
I demonstrated good faith twice in this transaction in giving them my money for the purchase, and returning the merchandise so that they had my merchandise and my money. They never had to extend themselves in kind. There are too many companies out there to give business to a bad one-my money is good anywhere and I would rather trade with those who value the business. Over all, it is a sad testament that so many think that poor service is reasonable to expect.
Had the company made this exchange trouble free for me, then this post would never have been written.
 
Dallas:

You are going to wind up with a fine holster for what you agreed to pay for it. The company made a mistake. Sometimes the mistake maker needs the assistance of the other, blameless party to make things right. What Crossbreed has asked of you is not, in my opinion, too much.

Keep in mind that Crossbreed warrants their product far beyond and better than almost any other holster maker. There is a cost associated with that. If providing that level of warranty to me (I have three) and every other Crossbreed customer (including you) requires that they not allocate resources (call tags and free t-shirts) on a simple mistake that will get promptly fixed, then so be it.

When you get the holster you ordered, use it for a while. Your customer experience is far from over. Once you have used the product, please return to this forum and let us all know your level of satisfaction with Crossbreed.
 
Dallas, that is rather unreasonable on your part.

You want them to not only send you a prepaid package but a new holster, before getting the one back from you?

You don't see anything wrong with that?

How are they to know they'll get the holster back from you once they ship a second one? Because you're such a nice guy and they should trust you? Be for real here- most places do not do that. They want the original product back first.

To repeat- they said they would reimburse you for shipping. What's the problem there?

Do you really need a free item to feel that you were being treated well?

I do not see this as bad service at all. A small shop also may not be able to be as immediately responsive. This is not bad service.

The warranty matters to me- how many other companies offer lifetime on theirs? Not many that I know of. In fact no others.

You are making this into way too big a deal. In the end you will have a holster that will do the job for you for years to come. No need to hold a grudge against a well-respected company.
 
dallascj, why don't you just return the product, get your money back and move on. There are several other holsters available that are as good and better. Why make such a big deal out of it?
 
I think the Supertuck I purchased was the best holster for the money I've ever had. Many of my friends have ordered holsters because they were impressed with the one I have. Many companies make a mistake once in a while, it's bound to happen. You wouldn't have had any problems with a return if you would have used the telephone instead of using email. They want their customers to be happy, I would say their treatment of you was fair. Expecting a T Shirt is kinda going overboard, why should they even consider that? You probably have only ordered one holster from them, and probably won't order another. I suspect if you were a repeat customer and used the phone, you would have gotten a different reply. But, the one you got is fair.
 
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