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Old December 4, 2010, 12:24 AM   #1
dallascj
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Problems with Crossbreed Supertuck?

I got my new holster in earlier this week and was very excited until I discovered that they sent a RH when I ordered a LH. Not a big deal at the time, figured I'd contact them and they would make it right. After 3 days of emails, 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. Here is how I would have liked to see it handled:
1. Sorry for the mix-up, I will send out the correct holster today along with a prepaid package for you to return the wrong holster.
2. Here's a free t-shirt for your trouble.
If they would have handled it like that, then they would have had a customer for life. Now, I just want to return it and the gun belt and get my money back. Am I off-base? Has anyone else experienced similar issues with them or others? I am very frustrated with the lack of customer service; it could have saved the day, but now I don't want to do business with them.
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Old December 4, 2010, 12:49 AM   #2
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They (apologetically) said ship it back, they'll send the correct one and refund the cost of the return shipping. As long as they don't charge shipping on the second holster, it sounds like they are correcting their mistake.

I can understand them wanting the RH one back before shipping the LH one. Sadly, alot of dishonest people would just keep them both if they got the second before sending back the original. I don't see why you feel entitled to a free T-shirt because of a harmless mistake. If they wanted to give you one as a courtesy that's great but it's not something you are owed for any reason.

As for the time frame, it's the holiday season. Companies are busy filling orders for distributors, stores and individuals. If it's a pressing matter, pick-up the phone and talk to an actual person. Crossbreed isn't a huge company and right now, it's probably "all hands on deck" to help fill orders for Christmas time.

In the end, it's your money and your decision. However, I think you're idea of deserving something for nothing is off-base. YMMV
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Old December 4, 2010, 07:58 AM   #3
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I don't have anything bad to say about crossbreed, the holsters are the best I have ever used. They are the only ones I have been able to carry a full sized Glock comfortably in. And the 2-3 time i have dealt with costumer service they have been great.

I'f i could complain about one thing it would be that being a small company the hours aren't that great but its not that big of a problem.
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Old December 4, 2010, 08:25 AM   #4
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The owner is too busy with HDTalkForums to provide customer service like they once did. I personally feel that Crossbreed isn't all that great anyway. Too large and not the easiest to put on and take off but to each his own.
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Old December 4, 2010, 08:52 AM   #5
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I don't think they are too large at all- that's a good feature to spread weight evenly.

AFA putting it on and taking it off, it could not be any easier IMO. Loosen your belt, pop it on or off.

If they said they would reimburse you for shipping, where's the problem?

They also make them to order, they don't stock them ready to ship so same day turnaround isn't the most possible. They have a lifetime warranty which sets them apart and makes it worth it to deal with them.

Mistakes happen. Don't make it a bigger deal than it has to be.
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Old December 4, 2010, 11:20 AM   #6
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Mistakes happen and their solution seems reasonable. In a similar episode with a different company, I was feeling like you do until the replacement came with a check for my postage and an unexpected nice bonus item. (They were slow answering eMails, too) I think you're a little off-base because you're calling the game before Crossbreed has had his last at bat. I would have waited until the deal was done before complaining.

You're frustrated about their customer service and they are probably frustrated because you didn't just quietly return the RH unit in the first place. Being a lefty, this can't be the first time someone has mistakenly sent you a RH item.
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Old December 4, 2010, 11:40 AM   #7
Shadi Khalil
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I don't think the free t-shirt is in order, but I agree with you about sending the correct holster along with a pre-paid shipping label.

Quote:
I can understand them wanting the RH one back before shipping the LH one. Sadly, alot of dishonest people would just keep them both if they got the second before sending back the original.
That's the risk a company should take if they want repeat business from a customer.
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Old December 4, 2010, 12:02 PM   #8
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And when you order a holster they should send it first and then bill you. If they want repeat business.
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Old December 4, 2010, 04:00 PM   #9
sonnycrockett
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Unfortunately a large chunk of internet order mistakes
are not made right by the seller.....Dont go back is all I can say
I would not........
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Old December 4, 2010, 04:20 PM   #10
Brian Pfleuger
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I don't think they're being unreasonable. Your preference is simply "higher" in chain than is their response. I don't think you're out of line, but it might be a little more than should be required for a simple mistake. If I were them, I'd probably have done what they did but if you suggested what you suggested, nicely, I may well have done it to make you feel better.

Anyway, my experience with Crossbreed has been excellent. They had my stuff to me in a matter of days, it was correct, and when one of the plastic clips (which they no longer use) broke, they sent me a new pair in less than 48 hours, no questions asked.

I do think you're a little off-base by wanting to return the product for a complete refund because of the way they handled the situation. They made a mistake, fine, but they're offering to fix it and it costs you nothing but time. A company shouldn't have to "pay" for every mistake they make. Just make it right. They're offering to make it right, they're just not quite "sorry enough" for you. That's personal preference, not a reason to drop them.
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Old December 5, 2010, 12:13 AM   #11
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I have had great service from Crossbreed. IMO they only offer u the holster that u ordered plus shipping, t shirt is bs.
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Old December 5, 2010, 01:04 AM   #12
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i dont know, they were nice with me over emails prior to me buying one. i asked a lot of dumb questions, and they answered them all to satisfaction
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Old December 5, 2010, 01:07 AM   #13
Shadi Khalil
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Quote:
And when you order a holster they should send it first and then bill you. If they want repeat business.
They already had his money, he paid on time and held up his part of the bargain. I had a similar situation with Comptac on my first order, except they sent me a straight drop instead of a FBI cant. Since I had waited two weeks to receive the wrong order and then another two weeks for the right one, they sent the holster out right away with a shipping label. Since then I've bought 5 holsters and will continue to do so in the future. So they basically wagered $50 dollars and made $250 dollars and a customer for life. Smart business move.
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Old December 5, 2010, 08:42 AM   #14
SSgt Facebreaker
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Mistakes happen. Don't make it a bigger deal than it has to be.
/\ This.
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Old December 5, 2010, 01:27 PM   #15
dallascj
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First off, I never said they OWED me a t-shirt, so let's drop that; I recommended that as an example of how restore the customer's faith in your business. And to date, I have only been polite in my correspondence with them.
Here is my take on this having been a small business owner. You cannot compete against large companies in terms of price or availability, generally, so the small business needs to excel in quality of product and customer service. I understand it was a simple mistake, and as I said I wasn't angry because of the mistake.
Look at it from this perspective: they were sorry for THEIR mistake, but they put all the responsibility for fixing it on ME. I had to package up the holster, I had to go ship it, I had to do without a product that I had already paid for for an additional couple of weeks. So, they were apologetic but didn't take responsibility for fixing it. That is what upset me-they had my money but I didn't have my holster.
BTW, my time is valuable to me, so it is never correct to assume you can waste somebody else's for your own convenience.
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Old December 5, 2010, 01:31 PM   #16
dallascj
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BTW, SSgt Facebreaker, what does this mean?

/\ This

I don't understand. Not trying to be a smart ass, I am just unfamiliar with what the symbol means.
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Old December 5, 2010, 01:36 PM   #17
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Quote:
BTW, SSgt Facebreaker, what does this mean?

/\ This

I don't understand. Not trying to be a smart ass, I am just unfamiliar with what the symbol means.
it means he is agreeing with what was quoted. the /\ is pointing up to the quote.
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Old December 5, 2010, 02:01 PM   #18
zippy13
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my time is valuable to me, so it is never correct to assume you can waste somebody else's for your own convenience.
An interesting perspective -- whose time isn't valuable to them? Some times you just have to wait for your turn; but, you don't seem to be very good at it. Daily I hear someone answered their phone with, "Thank you for calling, please hold..." click. Typically, I hold and wait my turn.
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Old December 5, 2010, 05:36 PM   #19
.357SIG
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Only issue I've had was durability. The holster body is weak.
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Old December 5, 2010, 09:46 PM   #20
dallascj
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An interesting perspective -- whose time isn't valuable to them? Some times you just have to wait for your turn; but, you don't seem to be very good at it. Daily I hear someone answered their phone with, "Thank you for calling, please hold..." click. Typically, I hold and wait my turn.

Zippy, what does this reply have to do with this thread or this situation? Wait my turn...for what exactly?
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Old December 5, 2010, 11:00 PM   #21
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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.
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Old December 5, 2010, 11:20 PM   #22
dallascj
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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.
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Old December 5, 2010, 11:28 PM   #23
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Quote:
After 3 days of email
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!

Quote:
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.
Quote:
2. Here's a free t-shirt for your trouble.
Why do people think they deserve a "bonus" when a company makes a mistake, then corrects it.
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Old December 6, 2010, 07:16 AM   #24
zippy13
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Quote:
Originally Posted by OP
Wait my turn...for what exactly?
Customer service.

Quote:
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!
Works for me.
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Old December 6, 2010, 07:52 AM   #25
SSgt Facebreaker
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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.
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