Hobby Lobby "fixed it for me"

[JIMinKENTUCKY]

Called to place order over phone. I had two addresses on file and advised to remove the old one and be sure to send to new address.
When I get the shipment email it was already on its way to old address. I had to call back and "they fixed it for me."

I receive the package finally, one item is missing (not backordered)
I had to call them back and "they fixed it"

I just recently placed another order for motor and some other parts etc on April 18th. I got a shipment email stating
that package "data" had been transmitted to fed ex but there was no actual "tracking" of package for several days .
I knew something was wrong
because when shipped Fed-EX I always receive item the very next day.

I call a few days later and explained there was no tracking progress on my order. They said "oh Fed Ex just hasnt updated their info with us."
I have ordered enough stuff to know this wasn't the case but gave it benefit of doubt"

After a couple of days,I call David at EXT 211 and he says there was a problem with shipping software etc.. and it was never shipped and that he would "fix it"

I said great and several days go by and still no tracking progress.

I call David back and said "Whats up?" He went back to shipping and there was my order and no one had done anything with it.
He apologized and created a completely new order and shipped again.

Here is the original tracking info on April 18 on the first attempt where nothing ever went out.
Tracking number 096908911480768 http://www.fedex.com/us/

Here is the Fed Ex tracking info where the item finally went out on April 25th a week after initially calling with calls in between.
Tracking number 096908911490613 http://www.fedex.com/us/

So while items in stock all along it finally shipped out a week after ordering, I normally get it the next day as you can tell from the 2nd tracking #.

But!! They did "fix it for me"

I have to say that I just ordered the F5 edf and Executive Jet and I received them. Bravo.

More recently, I ordered a replacement wing from David (ext 211) for my executive jet and since they don't carry spare parts for the exec jet, they sell you parts pulled from kits at elevated prices.
No argument here, I know the drill and I've done it before. I wanted a wing. He said $65 and said it would ship out in a week. "It takes extra time to get it out of the box, etcc.."
I was in no hurry but a week goes by and thought I should check on it.

Called them up and rep says looks like its going out today (this was bout 4 days ago). I said great, thank you and went about my day.
So Today I call them up to check on status of the wing "I have to stay on top of things for them and all, you know"
I speak to some rep in the back and he says we are out of spare parts for the Executive Jet. I advise him thats because you dont carry spare parts for the executive jet and that
David said you were going to pull the wing from an actual full kit. He says ok, let me put down my soldering iron and look into it.
Guess what, I get an email later same day (today) that tracking info was sent to fed-ex.

Soldering iron guy "fixed it for me"?

Well almost, price of wing on the statement they emailed me is about $10 more than David originally
quoted me.

I'm not worried , It's Hobby Lobby,
I know they will fix it for me. All I have to do is call.

James

[Jay Graves]

Jim,

I sent you a PM and want to make sure you got it. We do apologize for these issues and will make it right for you.

Thanks, Jay

[JIMinKENTUCKY]

Jay, I did get your pm.. I appreciate your concern.

I am never worried that I won't actually receive merchandise from Hobby Lobby. I have ordered long enough to know it is a reputable business that cares for its customers.
I have also ordered long enough to realize a decline in customer service from the phone staff.
Maybe I have just been hit with an unusually long string of bad luck but I doubt it.

As for the overcharge of the replacement wing I ordered, I knew it would be refunded, but its just the problem of having to call to get something corrected on what seems to be every other order.
I did call David today and he agreed that Ed did calculate a higher price than was quoted for the wing ($8 to be exact) and said card would be credited in 1 to 2 weeks. (why so long actually?)
Not a large amount, but it wasn't what I was told in the beginning and it does cover the shipping charge so I am happy he is crediting it back.. I'll check my card for the credit.

The reason that provoked me to submit my experience was my purchase history with Hobby City. I literally have placed 95 orders with them since January 07 with not a single problem and no reason to contact them (excluding a lipo recall). Is that luck? 95 orders? Makes me doubt it's luck.
When there was a problem with some lipos (recall from puffing) they made me aware of it and replaced over $200 in merchandise without a hitch.

So maybe you can see , at least from my personal experience, why I get frustrated trying to get things corrected in TN when it has been smooth sailing at least for me from China.

I will continue to order from Hobby Lobby but will keep my fingers crossed I don't have to follow up so much.

I do want to say that David seems to really care and when I need to get something done I ask for him. It's what happens after he puts my order in that never gets done correctly. Shipping Dept , Special Orders etc....

James