HBE Leatherworks....customer service


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jeepmor
October 30, 2006, 12:00 AM
Have you had this problem?

I just wanted to chime in regarding service from HBE Leatherworks. I've seen the work online and made an order. This is where the disappointment comes in. I made this order 7 MONTHS AGO, and still don't have my holster.

1. I've sent e-mails. Response - I get a lot of spam and rarely read my e-mails due to this. Horse hockey, you took my order via e-mail!

2. I've phoned to ask, where is my holster, what's the holdup, it's 8 weeks late? I got the, I'll call you back, my kid is sick today. Never got a call back, so I called back. I'll have that out to you next week. Now it's been two weeks, no holster.

These are the facts of this transaction and I am trying to leave out any bias in my statements. I paid for my holster in the first week of April and in two days it will be November. I was given an 18 week delivery time, it's been 27 weeks now.

I even chimed in on a thread and discussed this shortcoming. HBE got back to me and stated, "give me a call, I'll get that out next week".....again. Still no holster after over two weeks, not boding well.

I don't mean to disparage a business's reputation, but all the work has been done for me on this matter to make me an unsatisified customer. If and when I do receive my holster, no matter how good it is or well constructed, it will be the only HBE holster I will own for I will not be using this vendor again. The fact that I have to be doing all the communication has sealed my position on this vendor. I will not be shopping there again.

I know this product is a superior one, however, the customer service has seriously tarnished the reputation for me.

Has anyone else had this problem? I thought I'd chime in here since my phone calls and e-mails are falling on deaf ears. Yet, when I do post in here, I get a PM saying. Give me a call and we'll get that right out..... I've made the call, I've heard the promises, and I'M STILL WAITING.

jeepmor

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PCRCCW
October 30, 2006, 10:47 AM
Jeepmor,

I am sorry for any frustration. I wont make excuses. Like I said in your PM.
I have no contact # for you and have questions about your order.
If my customers needs and there leather isnt a priority...I wouldnt respond to this thread.
This takes alot longer than a phone call does......in all honesty.

When I screw up I make it right with people and thats what people will tell you.
There are alot of shark holsters out there that werent ordered that way and thats what I did because of my tardiness. Im the first to admit Im not perfect and do everything to make it right.

My spam filter doesnt allow some email through. As of this summer, Ive gotten up to 150-200 spam emails a day. I try and sort through them to make sure Ive not missed anyone...but simply dont have the time to do that everyday.

I understand why you are frustrated...and you have my humble apologies.
I still have questions about your order, please get back with me. Thanks...

Shoot well and god bless

jeepmor
October 30, 2006, 12:22 PM
To take the high road and not rant due to my frustration, I am simply going to stand on the facts already stated.

I think I've handled it well, considering the responses I got regarding this issue on another thread.

jeepmor
November 5, 2006, 01:10 AM
HBE more than made up for the problems. I apologize to any and all for having to resolve this is in this fashion. But it is now resolved and amends were made. All products received are of spectacular quality.

It's been my turn this summer/fall for vendor communication and delivery issues. Besides this incident, I've had two other unrelated incidents (jeep repair parts and a rifle for the wife) that were exceptionally drawn out by over a month due to supply issues for vendors and my bank being run by boneheads.

ie - finally got the w/s frame for my jeep (month late after getting a defective part the first time), got it painted and installed, got the glass installed. The huge PNW storm starting dumping the next day and it's been solid rain for over a week now, and my jeep only has a bikini top. Talk about dressed up with no place to go..... Ces't La Vie.

Again, apologies to any parties offended.

jeepmor

Car Knocker
November 5, 2006, 01:37 PM
jeepmor,

Where is "Porltand"? It's not listed in my atlas. :D :D

IMtheNRA
November 5, 2006, 03:05 PM
I've wanted and HBE holster for some time now, but I did not place an order because I've seen other threads like this.

HBE produces a quality product that I would like to have, but I don't want the frustration of waiting months for an overdue order.

If HBE did not want to be pre-paid, but charged upon shipping the holster, I'd place an order immediately.

Thanks for the warning.

PCRCCW
November 5, 2006, 03:21 PM
Well...jeepmor thanks for the final note on the thread.

As far as being so far behind that everyone is in the same situation as jeepmor. That is simply not the case. 95% of orders go out on time and some sooner than quoted.

I dont make it a rule to take money up front. I do whatever you feel comfortable with. With really custom stuff, one off kinda leather and exotics...I do prefer to get paid up front for my own reasons. Ive taken deposits or waited to bill at shipping if thats what you want...there are really no rules

If you choose not to call me for your leather, hey... thats life. There are tons of very talented people out there who can help you out. Most of whom Ive been taught by and talk with on a regular basis.

Good luck in your quest and god bless.
Eric

bigmike45
November 5, 2006, 08:27 PM
IMtheNRA,

I am sure you have heard all the negatives and in todays world it seems that no matter how many "attaboy's" someone gets.....all it takes is one "oh crap" to wipe them all away. I have personally dealt with Mr. Eric Larsen at HBE Leatherworks and I will tell you he is an upstanding guy and a professional. He will try his best to provide you with your needs.....and if for some reason he cannot....he will be up front with you. I have been fortunate to deal with some very fine folks in the gun and holster business that frequent these forums. Most are small business owners that NEED your business and will go above and beyond to satisfy a customer. Before you eliminate any chance of doing business with these fine folks, please remember that there are usually many, many more attaboy's than there are "oh crap's".

bigmike45

VWTim
November 5, 2006, 09:14 PM
I can also say that I've only had positive transactions with Eric. All 3 holsters in 2 orders have arrived within schedule and exceeded my expectations.

jeepmor
November 7, 2006, 10:30 AM
I submitted my order through e-mail and paid via my online banking. I did not fill out the form he supplies on his website and mail it to him with the payment which probably would have kept me "in the pile."

Doing it this way he probably lost my contact number since I doubt it was printed on the bank payment check. My learnings from this. Print the form, fill it out, send payment and form, together, by mail. Its the system he uses and I conducted business in a different manner, probably burying my order in a hard drives netherland. And him cashing my banks online check thinking, okay, the form will follow with proper contact info, have to wait for this guy since I don't have a number. In the meantime, he's got orders to fill from people that follow directions better than I do.

For my inconvenience, Eric made amends by apologizing repeatedly and threw in a Witness OWB holster and a clip on magazine holder on top of my original NY Pro order for my PT145. Work on all pieces is superb. HBE quality does exceed any on the shelf holster I've looked at from the offerings at Sportsman's Warehouse outfits which includes Galco and Bianchi FWIW.

Being I caused him all this grief and he went the extra mile after I showed my frustration, I will be making more orders in the future, I will be recommending his work, I will be suggesting you keep in touch with him better than I did. He has a phone number and I probably did not use it enough. I have to take the hit for not bothering calling enough. I quickly forget how difficult it is to run a small business. He's supposed to read my mind, just like everyone else.;)

jeepmor

PCRCCW
November 8, 2006, 10:15 AM
Well....I dont know what to say. Thank you for the post and Im truly glad you like your leather.
Id be honored to make you more anytime you want to call me.....
Next time...lets just do everything by phone....it might be a little smoother.
Thanks for your gracious and kind words....again.
Shoot well and god bless.

strat81
November 8, 2006, 12:39 PM
Stop being so nice, all of you! You're GUN PEOPLE, how come this wasn't settled at 50 paces on Main Street??? Shouldn't this have resulted in a shootout with evil assault weapons, machine guns, knives, pointy sticks, and name calling?

In all seriousness, it's good to see that there are still nice, civil people in this world. The popular press usually has me convinced otherwise.

jessegpresley
November 8, 2006, 02:09 PM
If you Google "HBE Leatherworks" this thread is the 4th or 5th thing that comes up.

PCRCCW
November 8, 2006, 04:12 PM
Strat....be careful. I might just mutter something bad about you under my breath, if youre not careful! :D :D

Jesse....great to know. Oh well...what can I do. Put my head down and get on with it.........

Shoot well and god bless

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