Reeds customer sevice?

[kevfish1]

Just wondering if anyone else has been experiencing poor customer service from Reeds sporting goods out of Walker MN. About a month ago I made an online purchase and did not recieve my order. After 2 weeks I sent an email inquiring about the order status and got no reply. Sent 3 more emails and no reply. I finally called them and was told they would send out the order the next day. Got the order and it was all messed up and did not recieve everything. Sent them an email and still waiting for a reply. I find this odd because in the past I always got good customer service from them. that is why I placed the order with them.

Are they under new ownership or management? Going out of business?? No idea what is up with there service. Wioth the economy the way it is you would think they would provide better customer service to win over the customer

[Notcho]

Call and ask for Jeff "the owner" explain your issue, he will take care of it! This is the busiest time of year for retailers, especially a mom & pop shop like Reeds, they probably get hundreds of emails a day and most likely 1 guy answering them along with everything else going on. I worked retail for years and trust me, they are pulling their hair out this time of year!

Keep us updated.

[picksbigwagon]

Since you have had less than acceptable experience with email, and something was done after a phone call, get back on the horn and call them

[Scrod]

The phone works better than emails most of the time. You are likely to get a response faster on the phone even if you have to what on hold for a while.

[jeffreyd]

you know i will chime in about the cs via email. i ordered a bunch of stuff in the off season, and was not until i called did i get a reply to my email. I understand about this time of the year but it is not an excuse for any other time not to reply back in a timely manner. I will continue to shop there via online but they should update their system so a person could see what the status of their order is. I enjoyed visiting their Walker store and they were more than helpful in person. happy holiday's to all!!

[LakeDocktor]

They have certain people who operate their online and email services. My guess is that you ordered something that was in stock. I do know that they had quite a few new products listed on their HSOforum for sale, but they were waiting for their reps to deliver the goods. Jeff at times can be difficult to get a hold of. If he is busy, ask for Drew or Adam. Any of them will be able to make things right for you. Reeds has always been my "go to store" for the simple fact that they aren't like other retailers and will give generous discounts most of the time.

[MN Mike]

I've never had to email them, I've always called and gotten Jeff every time, service has been nothing short of GREAT, everything I've ordered over the phone has arrived the next day. It's a awesome store and I'm GLAD it's not closer he does enough damage the way it is!

Mike

[minnbowhunter]

Been buying from Reeds for years, and always been happy. I don't order online, I find what I want and call to place the order. Usually get a better price that what the online store shows. Just bought a GPS from them last week and it was here in 2 days.

[Chef]

Jeff's your guy to make sure it's done the way you expect...

He Rocks!

[deadeye]

I have always had good luck on the phone too. My first ice house, and gps was from them along with a bunch of other stuff. They have always done good for me.

It sounds like they need to get some proper internet sales guys there. But I suppose its tough for them to do that if they don't have enough business there for it.

[joneshat11]

My girlfriend had bad experience with a leech lake fillet knife I got for xmas last year. Long story short we didn't get the knife till 2 weeks after xmas as they didn't send till then. She ordered the knife a month before xmas and was on the phone 6 plus times with them.

fyi.. to all this is not talking bad about a company just the experience with them as asked in the thread. They had plenty of time to reslove.

[gonehunting]

Ordered a cover for my otter lodge last week and have not received it yet. Sent email today. Just looked at my debit card statement and it shows no charges to my account to Reeds. Obviously it hasn't shipped. Looks like a call to Reed's tomorrow.

[mn_bowhunter]

I've got limited experience with reeds, but so far have not been impressed. I bought an otter lodge, and when I opened it the house number slot was cracked up. No big deal, I'll just bring it back right? Wrong. They wanted me to take it up with otter which I suppose is up to them. This fall I ordered a dozen duck decoys which had to be special ordered and were supposed to be at my house the next day. Three days went by and they hadn't shown up yet. I called Friday and Monday to reeds and was told they were ordered. Wednesday I called the company to find my order had been placed, but the item ordered was wrong. It took two weeks to get decoys that were supposed to be next day. It'll probably be another four years before I go back there again.

[ac777]

I bought my arctic armour there, they didnt have my size jacket there, so they had to order it, It took a while and after a couple phone calls it did come, it just took a little longer than I had hoped for. Overall though, Reeds is one of my favorite Outdoor stores.

[kevfish1]

I would think that it would take the same amount of time to take an order over the phone versus the internet but have never worked retail. Maybe they need more help filling the internet sales. I love the store and their prices are hard to beat but as they say on monday night football...... C'MON MAN

[Oreo]

I have had nothing but GREAT customer service from Reeds. I do not believe in e-mailing a question about an order.... pick up the phone!!! I have been buying from Reeds for over 20 years and I have NEVER had one bad experience and no I do not have any vested interest with Reeds. I have spent so much money at Reeds over the years that if my Wife found out she would divorce me:) Give them a call and they will take care of you every time. 10 Fold better than the big box stores:)

[jwhjr]

I've ordered from Reeds about a half dozen times and always had a great experience. I haven't ordered anything since last year though, so I'm not sure if anything has changed.

[CJH]

I do not believe in e-mailing a question about an order.... pick up the phone!!!

You email because it is then documented and you can do it 24 hours a day. Most small mom and pop shops will have no record of any previous calls if you call back, whereas you can produce an email if needed.

Email is generally easier to manage than phone, as you can answer at will (24 hours is standard), versus having to answer the phone whenever somebody calls.

Both should be answered appropriately. Getting no response is unacceptable.

[lovebigbluegills]

I've ordered from Reed's a few times, and every time was over the phone. I received my order every time within a couple days.

I am very content with my dealings with them.

[usmtsrocks]

I ordered some rattle reels from them online a few weeks ago and they screwed up my order. I ordered 4 and got only 2, but I did them 2 days later. So I called about the other 2 and it took me 2 or 3 phone calls to get things figured out and actually recieve them. So I got my whole order after a few weeks. Good luck.

[holmsvc]

I order a new St. Croix Spring Bobber rod this weekend from Reeds HSOforum because they were offering free shipping on ice rods. I have a reel for the rod, but needed some line. I added a spool of 2lb Suffix line and it told me in the shopping cart that some of my items had free shipping and they would call or email me if they couldn't ship the other item for free as well. I received no call or email, but they charged $4.99 for shipping when they charged my card on Monday. So I got to pay $10 for a spool of line. I had every intention of just canceling the line if I would have to pay to ship. I think charging me $5 to ship a spool of line without notifying me is a bunch of [PoorWordUsage]!

[kevfish1]

It would just seem to me that by some of the replies here that something just is not right with there internet order dept. They should value the internet customer just as much as the guy that calls in an order. IMO

[minnbowhunter]

I agree with you Kev, I jnow that when I called the shore to get some advise on a future purchase some of the items I was interested in are no longer in stock but were still on the web site. When I asked about them I was told "they're not there" I told him. "Dude, I'm looking at your site right now" He said "just a sec" and he came back and was very sorry about the bad info.

[AWH]

Originally Posted By: CJH

You email because it is then documented and you can do it 24 hours a day. Most small mom and pop shops will have no record of any previous calls if you call back' date=' whereas you can produce an email if needed.

Email is generally easier to manage than phone, as you can answer at will (24 hours is standard), versus having to answer the phone whenever somebody calls.

Both should be answered appropriately. Getting no response is unacceptable. [/quote']

As someone who operates an online business, I agree with this one 100%. Although in this case it sounds like email is not getting the job done. But with email, if there is ever any issue to resolve, you can always go back and see exactly what was said between both parties. You don’t have that luxury with a phone call. Very easy for miscommunication over the phone as well. Whether it just be a simple misunderstanding or hearing someone incorrectly. One negative with email is sometimes they just don’t reach the recipient. This doesn’t happen often. But it absolutely does occur for whatever the reason. That’s when you need to follow up with another email or pick up the phone. Don’t just assume you’re being ignored.

But in the end, the retailer needs to be equally as responsive to all forms of communication.

Aaron