Irritating correspondence with vendors

[setell]

Date: 10/27/2009 12:28:56 PM
Author: sarap333

Date: 10/27/2009 12:03:02 PM
Author: tarator
Living in Norway, with the large time difference it is easier to do email. My thoughts are if BG were interested in doing the piece, they had plenty of opportunities to get back to me, since they did not, I am choosing to go elsewhere.

Please, people! Cut the vendors some slack here!

I can't imagine how frustrating it would be to read this as a vendor. The PS vendors I've worked with (even if it's to ask a question or, gasp, even return something!) have been outstanding. Are they perfect? No. Is there the occasional delay? Sure. But don't just come on here and slam them -- give them a call or send an e-mail marked urgent. I doubt they are purposely ignoring you.

We PS'ers are a very demanding bunch. Frankly, I would hate to work with any of us as customers -- we're very picky and accustomed to the best. But vendors are only human. Surely you have bad days at work/home, too, where you drop the ball on something.

I find your comment to be out of line with what tarator went through. He/she has given BG many times to respond and didn't so I personally would move on. If time zone difference makes it difficult to call then email is the way to go. If the vendor don't respond to multiple emails then it seriously is time to move on. I would not cut them slack as they are a online retailer. From a online retailer I got this expectation they respond to emails or at least check their spam mailbox every once in a while. BUT in tarator's situation, it appears BG did get the emails but choose NOT to respond with a quote. Don't know about you but I take that as a indicationed that they don't want your business.

I am noticing a trend here on PS where if somebody says they aren't happy or will move on after a certain personal experience you got like 10 people backing up the vendors saying they are great and to keep giving them a chance. It's like a your camp vs our camp type of mentality.

EDIT: Sorry to hear about the sad news Lesley. My condolences.

 

[Lula]

Date: 10/27/2009 1:03:09 PM
Author: setell

Date: 10/27/2009 12:28:56 PM

Author: sarap333

Date: 10/27/2009 12:03:02 PM

Author: tarator

Living in Norway, with the large time difference it is easier to do email. My thoughts are if BG were interested in doing the piece, they had plenty of opportunities to get back to me, since they did not, I am choosing to go elsewhere.

Please, people! Cut the vendors some slack here!


I can''t imagine how frustrating it would be to read this as a vendor. The PS vendors I''ve worked with (even if it''s to ask a question or, gasp, even return something!) have been outstanding. Are they perfect? No. Is there the occasional delay? Sure. But don''t just come on here and slam them -- give them a call or send an e-mail marked urgent. I doubt they are purposely ignoring you.


We PS''ers are a very demanding bunch. Frankly, I would hate to work with any of us as customers -- we''re very picky and accustomed to the best. But vendors are only human. Surely you have bad days at work/home, too, where you drop the ball on something.

I find your comment to be out of line with what tarator went through. He/she has given BG many times to respond and didn''t so I personally would move on. If time zone difference makes it difficult to call then email is the way to go. If the vendor don''t respond to multiple emails then it seriously is time to move on. I would not cut them slack as they are a online retailer. From a online retailer I got this expectation they respond to emails or at least check their spam mailbox every once in a while. BUT in tarator''s situation, it appears BG did get the emails but choose NOT to respond with a quote. Don''t know about you but I take that as a indicationed that they don''t want your business.


I am noticing a trend here on PS where if somebody says they aren''t happy or will move on after a certain personal experience you got like 10 people backing up the vendors saying they are great and to keep giving them a chance. It''s like a your camp vs our camp type of mentality.

Well, as I see it, after being on this forum for awhile, the reason you get 10+ people backing up the vendors is because the majority of the time these vendors do a super job for their customers. So it''s a case of 90+ percent good service vs. <10 percent bad service, and I don''t think any of us wants to be judged by the occasional bad day or unavoidable situation (as in Lesley''s case above). Nobody''s perfect!

If a vendor consistently offers poor service, or is engaging in fraud or misrepresentation, then that''s a different matter. But the PS vendors who post and advertise here are held to a very high standard and they go to great lengths to keep their good reputations.

 

[JSRNM]

Date: 10/27/2009 11:55:28 AM
Author: tarator
I have sent Brian Gavin about 6 requests for a price quote to custom make my ring. Lesley every time responds she will get back to me shortly, but never does. Maybe they are not interested because I bought my diamond elsewhere, but it's annoying that my original request for a price quote over 2 months ago has been repetitively ignored.

I just get responses that they will have a price quote soon, with no actual price quote.

Overall, internet vendors have been very helpful, as a consumer, I have a lot of questions, but I try not to waste the sellers time particularly if I am not buying from them.

That is a shame you did not follow up. I am working with Lesley. I sent a long in depth email as a response to speaking to Brian. When I did not hear back, I called and they never received it. After resending it several times with Brian on the phone it did not get to them. Finally I used their another one of thier business email addresses and it got through. Sometimes technology fails us. Always worth a follow up.

 

[Lula]

I too, had technical issues with Brian and Lesley's website a few months ago when I was inquiring about a scattered diamond band. Lesley and Brian both followed up with me to get more information about why their site wasn't working for me.

In the end, I decided to go with a different ring from a different vendor, but I'd work with them again without hesitation.

I guess my advice for anyone experiencing communication issues is to use another method to contact them if you're not getting a response. Call, e-mail, use a different e-mail account, etc. I think we forget the world of e-commerce (especially for jewelry) is still pretty young and there are growing pains as with any new industry.

 

[Rockdiamond]

Leslie, so sorry to hear the horrible news.
Please pass our condolences to Brian.
His family will be in our prayers.

 

[Todd Gray]

I''m glad that somebody brought this thread to Lesley''s attention, when I read the implication that they were not responding in a timely manner to their email on page 1 of this thread, I knew the reason why

From my own experience, I''d like to say that the natural inclination at a time like this is to pull back from a vendor to allow them time to grieve and while time is needed, we also need the continued support of our clients to flourish... So what is really needed is patience... I''m sure that Lesley & Brian are doing the best that they can to answer their email, work up quotes, etc. given the circumstances - a little time and understanding will go a long way. And if the time between when an email is sent and a response is received, then a polite reminder "did you receive this" is certainly a good idea!

When my wife Robin died in 2005, I have to say that the support which I received from PS members was overwhelming, but there were a lot of days when I found myself staring at the pile of email sitting in my inbox and not really knowing how I was going to get through it... And as a small operation, I really was the only person qualified at the time to get through it - thankfully people were understanding of the situation. Most of the vendors contributing here on PS are not big operations, but rather family run businesses with a focus on quality and a real desire to provide outstanding customer service - unfortunately when "life" pitches us a curve ball, things can get a little out of order and that''s when we just need a little patience and understanding.

Getting back to the topic of this particular thread... it is important for customers to check their spam filters as well! I know for a fact that our domain based email addresses are automatically blocked by hotmail, msn, live, gmail, cloudmark, and a lot of other domains simply because we''re a commercial venture! No - we''ve never used the domain for spam, but I receive email from "myself" all the time which is clearly spam - heck, even I block emails from our own address - and there is nothing that we can do about it because it''s not like we''re going to dump our domain name after 13 years! But since it was published on the web site in the early days before scripted contact us pages, it''s been picked up by all the spammers via scripts which scour the internet for email addresses to use as a cover address for the trash they send out... Lots of times when a customer calls and says "I sent you an email and never received a response" we''re able to look up the email in our sent items folder and say "we sent it on this date to this email address" and they''ll say "oh, it''s right here in my spam filter!" but wondering how many people don''t bother to call because they figure their business wasn''t important enough for us to bother to respond is something which keeps me up some nights

 

[WinkHPD]

Date: 10/26/2009 8:31:27 PM
Author: sarap333

Date: 10/26/2009 8:04:51 PM
Author: Wink



We recently sold a gem that had over 100 back and fourth emails in the thread


Wink

I just counted up my e-mails - I hope this wasn''t me! LOL

LOL! no. You ask a lot of questions, but I always know we are working on something and your questions are always great ones and you make answering them a LOT of fun.

If every one was as much fun as you I would need to be more of me to keep up, and I would love my life even more.

Wink

 

[WinkHPD]

Date: 10/26/2009 10:03:54 PM
Author: 336336
Thanks for all your input. No, none of you who replied to this topic dropped the ball on me.

I''m always careful on not disturbing people, because I hate feeling unwelcomed to begin with.

I would never correspond 100 emails. I don''t consider that fun. I always mindful of whether I''m pleasing people, even people who are supposed to make money from me. Sometimes I feel guilty for not buying something if a sales associate, any sales person, spends more than half an hour with me.

No, I don''t do CCs. I take the personal approach to things as much as I can.

What kind of questions? Standard. Since I have been looking at fancy color diamonds, I''ve asked for photos. Some followed up. I was also interested in other items in their inventory and asked 2 simple questions. Nothing. Some of their websites don''t even work. Some phone numbers don''t even work when I called. I really wonder if there''s a recession, as I''m getting the impression that they don''t need my business.

I can totally understand if you, as a vendor, lose interest. I''ve worked in service industries pretty much as long as I''ve had a career. It''s annoying to have browsers and shoppers, but that''s the nature of our work. Try not to think too much of the result and focus on the moment, that''s what I say and try to do.

Are 3-4 emails with short one or two declarative sentences too much correspondence? Is that too much work if they''re going to make some money by just answering some emails?

The thing is, like the proverbial story of how appearances don''t always tell you whether a person is rich or not, selling to clients is the same thing: you never know who''s going to buy or not. You may spend 3 months on someone who buys but then returns the thing, or you may spend 3 years with someone who''s always browsing but suddenly decides to buy. The most insured way of making this uncertain scenario work for you is just to be kind to the best of your ability. God knows so many salespeople won my loyalty by just being kind and patient. Kindness always touches people, but snobbish cynicism repels people and consequently business itself.

Photos are critical with colored diamonds as it is impossible to describe a color in a visual manner that can be accurately translated. Certainly a well deserved question. The fact that you are searching for colored diamonds also answers my question about why are you contacting so many vendors. Finding those needles takes a LOT of haystack searching.

Frankly, from what you are saying you sound like a delightful person to work with and I am sorry that you are having problems.

I wish you great fortune in your search.

Wink

 

[Sam82]

I just wanted to say that even if good customer service does not result in an immediate sale, it can eventually lead to one. When I went to get a ring sized, I ended up doing a bit of shopping. I was waiting around for my jewelry and started asking questions. The salesman was so helpful (and truthful). I made it clear that I was not in the market for a wedding band anytime soon. Still, he spent time with me showing various styles. When the time does come, both my bf and I will be purchasing our wedding bands from the vendor due to their great service.

This is nothing against BGD, just an example. I''m also sorry for the loss at the company.

 

[Laila619]

Lesley and Brian,

My condolences to you and your family.

 

[goCubsgo]

James Allen was very helpful to me at first, but then they stopped responding. They were supposed to get back to me and have their gemologist look at 2 stones and tell me which one she preferred, and they never followed up. Oh well, I'm spending lots of money and I am NOT going to chase a vendor. It's their loss.

Whiteflash, Quest, and ERD have been the most responsive out of everyone I contacted.

Brian Gavin Diamonds was good and helpful at first, but I have also had the experience of e-mails going unanswered by them. Maybe they got lost. I don't know.

 

[Porridge]

So sorry to hear about Brian's father Lesley!

I've enquired about two pieces with BG and have had wonderful service from Lesley both times. Due to my recent cancelled wedding, neither the wedding band nor wedding earrings came to be

but it was a pleasure dealing with Lesley, even from across the pond, and because of that they will certainly get my custom at some point in the future.

336336, I would recommend you read reviews here, but at the end of the day make up your own mind on who you are comfortable dealing with, and who you feel deserves your custom.

 

[D&T]

My condolences Lesley

-


336336- sorry for your experience, I''ve had a few vendors that I tried to contact via email and I don''t ever get a response, and more than likely it is because of their filter or mine? - but I wasn''t 100% sure about my project anyways, so maybe the vendor that I was thinking of was not the right fit for me (a blessing in disguise) in the end, choose between the vendors that did contact you back. I have had a few vendors that would bend over backwards to make my ring but in the end I went with someone completely different and not worked with before, as they had the exact ring that I was envisioning it without having to do all the custom work.

 

[Todd Gray]

Date: 10/27/2009 4:13:03 PM
Author: Sam82
I just wanted to say that even if good customer service does not result in an immediate sale, it can eventually lead to one. When I went to get a ring sized, I ended up doing a bit of shopping. I was waiting around for my jewelry and started asking questions. The salesman was so helpful (and truthful). I made it clear that I was not in the market for a wedding band anytime soon. Still, he spent time with me showing various styles. When the time does come, both my bf and I will be purchasing our wedding bands from the vendor due to their great service.

This is an excellent example of a vendor doing an exceptional job of recognizing the fact that every time a person enters the store, even for something really simple, that it is an opportunity to earn their trust and business - even if that business may not be available for quite some time... I bet you tell your friends about the experience with this jeweler and they will benefit from their excellent customer service!

 

[336336]

Yes, PS vendors such as USACerted that this forum mentions all the time - their websites obviously don't work. I don't know how many requests I've sent in through their system. I've called even if I live in a vastly different timezone, but the number didn't work. It's ridiculous. There are others which have phone numbers, but their websites are too loaded with Javascripts which make it difficult to load their pages.

I'm looking for different items for different pieces, so naturally I am touching base with a few people. It's not about efficiency. I like to work with one person and be loyal to one person, but sometimes they have done something to make me lose my trust.

Locally, I have an efficient jeweler, but I noticed they keep shoving white diamonds with high clarity and I keep getting quoted tens of thousands of dollars. I stated time and time again that I don't want to spend this much money, and I still get this "don't buy anything lower than an H" or such nonsense. So that's why I'm here on PS at all.

Where I live, there is so much eye candy I get my education hands-on. The only reason why I've turned to Pricescope is I'm hoping to buy what I want and not spend so much. Normally, if I had the money, I'd walk into a store buy the one that sings to me and call it a day. Like many people these days, I have to economize. I don't enjoy haggling, dealing with middlemen, socializing, answering questions, getting judged, trying to do the whole business thing, when it comes to buying jewelry. It's supposed to be fun, but when you try to source things yourself, it's actually frustrating work. Seriously, if I had the money, I'd walk to the best jewelry houses so I don't have to deal with this frustration. People complain about the premium high jewelry houses charge, but their services are worth it IMO, because if you tried to source what they have, I guarantee you'd experience my kind of frustration right now.

And plus, I've noticed there is quite a bit of snobbery on PS, no offense. How can people freely ask for help here? Lots of people I've noticed actually haven't seen much of anything in person LIVE, but have seen many online photos instead. They feel entitled to be condescending to others.

I keep hearing advice about using the telephone - not all of us live in North America, so PLEASE understand that many people around the world would like to use online vendors, but we are separated by hours and hours of difference. If I start a good correspondence with a vendor, then I would starting trusting this person and eventually we'll start talking on the phone. But if this person doesn't even respond to how much something is, why should I call them?

Wink, thanks for your kind words. I enjoy the videos on your website very much.

BTW, I check my spam and filters. I'm not such a technical dinosaur after all.

Vendors, I can tell you this. This is what I know and I know many jewelers. I've studied many, many trends over the years:

Your business is in diamonds. It seems the rest of the local jewelers of the world tend to overprice diamonds, whites and fancy colors. So that is why, people like me who normally buy locally because we have great jewelry here, are turning to online resources, because the prices are much better. Let me give you an example: I was looking at a round that's around 1.13, F, VS, or something like that and it was nearly 5K USD WITHOUT CERT. If any of you shop online, you know it's a bad deal.

When it comes to gemstones, I think local jewelers have the advantage. I'm not exactly sure why, but it's geographical mostly, I reckon. I know people mention all these great gemstone websites, but I found the prices to be more or less the same locally and online. Obviously, locally you get to actually see the stones.

 

[stone-cold11]

Wake up early or sleep later. Different time zone is not an excuse. As others mentioned before, emails do and will get lost. I have emails that got trap in a loop in a server such that it eventually arrived 2 weeks after the sent date, and I received the updated email before this email arrived. Computers are not 100% foolproof.

 

[Asscher Girl]

Ummm, i dont really want to get in the middle of this but from my experience only.... i''ve enjoyed reading the PS posts. I''ve posted a few questions and have gotten some real and genuinely helpfull responses. I think anybody who devotes some of their time to helping others choose a great stone is doing a great thing and I really appreciate the comments people make to me and to others. I havent really noticed the snobbery you speak of but sometimes emails dont come across in the way the writer intended. I also understand that it is frustrating trying to source a stone yourself and you have to have to go in the direction that makes you feel the most comfortable. Good luck with your search and I hope you find your perfect stone!

AG

 

[Lula]

I have to say, I do forget that there are so many people on PS who do not live in the U.S. And I know, because I have friends who live in Europe and Japan, that trying to arrange a convenient time for a phone conversation is very difficult. So I am sorry if I recommended the phone, without thinking of the time zone problems.

I also wonder if there are computer/e-mail glitches specific to incoming e-mails from abroad, due to computer security filters, Patriot Act security filters, etc. I have no idea, I''m just guessing.

I''m not really sure what the solution is. Sorry if we sounded a little harsh. I do think it''s important that customers let vendors know when there are problems with their websites. Also, if there are vendors on PS who don''t have working phone numbers and websites, that''s important information, too.

I hope you find what you''re looking for in a stone, and that you find a vendor you feel comfortable working with.

 

[tarator]

Lesley, I am sorry to hear the bad news. And I would still be happy to get a quote from BG if possible on my ring.

 

[Lorelei]

Date: 10/28/2009 10:44:06 PM
Author: Asscher Girl
Ummm, i dont really want to get in the middle of this but from my experience only.... i've enjoyed reading the PS posts. I've posted a few questions and have gotten some real and genuinely helpfull responses. I think anybody who devotes some of their time to helping others choose a great stone is doing a great thing and I really appreciate the comments people make to me and to others. I havent really noticed the snobbery you speak of but sometimes emails dont come across in the way the writer intended. I also understand that it is frustrating trying to source a stone yourself and you have to have to go in the direction that makes you feel the most comfortable. Good luck with your search and I hope you find your perfect stone!

AG

Thank you for the kind words AG!


It would be useful if you could expound on this snobbery and "condescending" behaviour you allude to from " lots of people" 336, I am genuinely interested to know more and what can be done about it as that is definitely NOT the impression we want to give. Personally I try to remind new posters that for the most part we are not experts, haven't seen many diamonds in person as we are not in the industry and to encourage others who offer advice to make that clear too so that each new poster understands where the advice is coming from and take from it what makes sense to them.

I care very much about the service we offer in RT so if you could give some more info on what you are seeing and feeling I for one would like to know so things can be put right if we are going wrong.

Did you ever find your pear by the way?

 

[Lynn B]

Interesting thread.

Here's my (ever!) humble two cents on the subject.

Vendors are people, too. And like all people, they are busy; they have lives, frustrations, stress, and sadly, even tragedy.

And the reality is that e-mails get lost; phone messages get mislaid; people simply forget sometimes to call back or answer a question. It happens.

Just ask again. (Nicely!

)

I have worked extensively with several PS vendors, and yes, occasionally communication may not be *PERFECT* -- what is?! But it has consistently been DARN GOOD. Far better than almost any other business transactions I have ever had. And the finished products? Well, just look through SMTR to see the beauties that our vendors consistently create; the photos speak for themselves.

Our PS vendors take our business (and our satisfaction) VERY seriously. The truly do aim to please. They work hard to provide exceptionally high quality products at reasonable prices and with excellent customer service, to boot. They go the extra mile OFTEN. Many of them donate their time and their expertise to this forum.

In general, I think that they do a SUPERB job, and I for one am really, REALLY happy to know them!

 

[LD]

336336 - I''m in the UK and can fully sympathise with the time difference issue. It can make communicating more difficult.

I''m glad you''re getting good CS from the 3 vendors in your first post. I have bought a number of coloured diamonds and can recommend David at DiamondsbyLauren. He will always want you to be happy and won''t hesitate to help if you''re not - and I say that from experience.

If you want to hook up with a few more coloured diamond dealers perhaps pop over to the coloured rocks section because the coloured stoners on here also tend to see/find coloured diamonds on their travels (or have a collection of both)!

I hope you find a lovely diamond and I''m very curious to know what you''re looking for! Good luck in your search.

 

[PinkTower]

I ended up calling Lesley about not hearing back from her. I think they are still having a lot of email problems; apparently they are not compatible with some servers, such as mine. We did a lot of test emails while on the phone, and she just does not get emails from me.
I do find her delightful on the phone, and still hope to work with them on an upcoming project. If you cannot get through to her by email, then I think you are having the same problem I experienced.
Do what I did, and call her.
Another suggestion: Use the contact form on their blog. When I contacted her that way, she got the email and responded quickly.

 

[Gailey]

Date: 10/27/2009 12:47:53 PM
Author: Lesley Harris
tarator,

Please accept my personal apologies for ''dropping the ball'' with your request. A good percentage of our orders here at BGD are settings for diamonds and colored stones purchased elsewhere, so the fact that you bought your diamond from another vendor has not impacted our desire to do business with you. Unfortunately I can''t cross reference your request as I don''t know who you are from your avatar, but we do pride ourselves with our response time and the personal care we give to each request, and I am sorry you did not have this experience.

As an aside, if we have been taking a little longer than usual to get back to any of our customers, it is because Brian''s father and mentor passed away in South Africa 3 weeks ago after sustaining multiple injuries in an awful car accident. As a result Brian was out of the office for several days placing more pressure on those of us left here to run things in his absence. We did not make a public announcement as it was a very private and painful time for our family but we will be making a tribute to him when the time is right.

If there is anyone else who feels that they have been waiting too long for a response, please e-mail me or call in - we are here for you!

Tarator,
I hope that you find assistance with your project shortly, I am sure you will.


Lesley and Brian,
I am so sorry to hear of the loss of Brian''s father. Not only have you lost him in the most brutal way but to be so far away must be placing you under enormous strain. God bless you both.

To everyone else,
I have recently completed one project with Brian and Lesley and am about to emark on another. I can honestly state that Lesley''s attentiveness to my needs went beyond what I would call good customer service. I seriously screwed up my request and design details. I told Lesley I wanted one style of ring when I really wanted another entirely. Although I was more than happy to accept the ring, both Brian and Lesley (and the formidable Mr Le) went out of their way and at their expense to give me the ring of my dreams. They are an outstanding team to deal with. I am certain that if e-mails have not been responded to in a timely manner, then there is a damned good reason for it and I would urge anyone reading this not to be put off dealing with them.

 

[ChunkyCushionLover]

Date: 10/29/2009 10:52:23 PM
Author: Gailey

Date: 10/27/2009 12:47:53 PM
Author: Lesley Harris
tarator,

Please accept my personal apologies for ''dropping the ball'' with your request. A good percentage of our orders here at BGD are settings for diamonds and colored stones purchased elsewhere, so the fact that you bought your diamond from another vendor has not impacted our desire to do business with you. Unfortunately I can''t cross reference your request as I don''t know who you are from your avatar, but we do pride ourselves with our response time and the personal care we give to each request, and I am sorry you did not have this experience.

As an aside, if we have been taking a little longer than usual to get back to any of our customers, it is because Brian''s father and mentor passed away in South Africa 3 weeks ago after sustaining multiple injuries in an awful car accident. As a result Brian was out of the office for several days placing more pressure on those of us left here to run things in his absence. We did not make a public announcement as it was a very private and painful time for our family but we will be making a tribute to him when the time is right.

If there is anyone else who feels that they have been waiting too long for a response, please e-mail me or call in - we are here for you!

Tarator,
I hope that you find assistance with your project shortly, I am sure you will.


Lesley and Brian,
I am so sorry to hear of the loss of Brian''s father. Not only have you lost him in the most brutal way but to be so far away must be placing you under enormous strain. God bless you both.

To everyone else,
I have recently completed one project with Brian and Lesley and am about to emark on another. I can honestly state that Lesley''s attentiveness to my needs went beyond what I would call good customer service. I seriously screwed up my request and design details. I told Lesley I wanted one style of ring when I really wanted another entirely. Although I was more than happy to accept the ring, both Brian and Lesley (and the formidable Mr Le) went out of their way and at their expense to give me the ring of my dreams. They are an outstanding team to deal with. I am certain that if e-mails have not been responded to in a timely manner, then there is a damned good reason for it and I would urge anyone reading this not to be put off dealing with them.

I ditto that I have never even bought anything from them but they sent me email replies within 10 minutes of my posts and spent an hour on the phone with me even though it was clear they didn''t have anything in my spec range.
A really nice couple with a nice South African accent. I also send out my condolences to Brian for his loss.