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Bernd
Fireman



Posted - 02/06/2019 :  11:50:26 AM  Show Profile  Visit Bernd's Homepage  Reply with Quote
quote:
Originally posted by joakleaf


For the record, my direct dealings with NESL and Korin have been very good. They carry top grade miniature lumber and their customer service is excellent.

I'm not sure what you expected to gain from posting photos of a damaged envelope. But, everyone's piling on and offering opinions is not productive.

If it were me, first I would contact the Seller.





joakleaf,

Glad you had a good experience with NESL. Would you have said anything if this had not been posted? Yes, I agree that they carry top grade lumber. That's why I went to them first. My first order came in great condition. I was a bit skeptical of their shipping package. I also know that the carriers at times are a bit careless. All to be expected from humans. Perhaps Korin had a bad Monday after Super Bowl Sunday, who knows. That's not a reason to fluff off a customer like that. I see several things that need to get straightened out. One better shipping packages, better customer relations, and perhaps complaining to their carriers.

Let's just be patient and see what happens. I sent a registered letter to the president with invoice and a copy of the e-mail. On the invoice was a note that I still owed $2.81 to be paid for on my next order. So I sent a check for that amount and said that I might not order again if this issue is not resolved. Unfortunately I had some forum member interfere with a rude e-mail to them. Not the way to go.

I did contact the seller. The reply I got is posted on this thread. What would you have done in this situation?

Regards,
Bernd


kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

Bernd
Fireman



Posted - 02/06/2019 :  11:51:25 AM  Show Profile  Visit Bernd's Homepage  Reply with Quote
quote:
Originally posted by Craig H

I never bought from them.... but now that I seen this post if I ever was going to buy from them... I would ASK how my order would be PACKED in what? and shipped before I spent any money with them.



Graig,

Hold on till this gets resolved.

Bernd


kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

mwbpequod
Fireman



Posted - 02/06/2019 :  12:26:31 PM  Show Profile  Reply with Quote
I have not ordered from NESL in many, many years not needing to and generally getting my scale lumber elsewhere.

quote:
I can still use the product sent.


Maybe that's key. If you couldn't use it, maybe the response would be different.........or not.

But as long as you can, use it. If you don't want to go back to NESL, exercise your freedom to choose otherwise and try Mt. Albert or Kappler. I've gotten 95% of my lumber from the latter.


To act in the world is the only way to understand it. In this life it is given only to God and his angels and poets to be lookers-on.

Country: USA | Posts: 1869 Go to Top of Page

Bernd
Fireman



Posted - 02/06/2019 :  12:41:43 PM  Show Profile  Visit Bernd's Homepage  Reply with Quote
quote:
Originally posted by mwbpequod

I have not ordered from NESL in many, many years not needing to and generally getting my scale lumber elsewhere.

quote:
I can still use the product sent.


Maybe that's key. If you couldn't use it, maybe the response would be different.........or not.

But as long as you can, use it. If you don't want to go back to NESL, exercise your freedom to choose otherwise and try Mt. Albert or Kappler. I've gotten 95% of my lumber from the latter.



Martin,

I did say I can use it but not in the e-mail to NESL. But what if I had needed 10" long pieces? I don't think they looked at the pictures of the wood. In the pictures you can see some are broken. Until I receive or not receive over a period of time some communication I will wait it out.

I did order my next supply of wood from Kappler. The amazing thing is the shipping is less from Washington than it is from Mass.

I'm taking a wait and see attitude for now. Thanks for commenting.

Bernd


kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

mwbpequod
Fireman



Posted - 02/06/2019 :  2:34:33 PM  Show Profile  Reply with Quote
quote:
I did order my next supply of wood from Kappler. The amazing thing is the shipping is less from Washington than it is from Mass.


Isn't that interesting.....

My dealings with Kappler/Erik have always been outstanding and he's done some custom work for me in the past when I was developing a kit.

Two of my larger scratchbuilt structures are in a gallery on the Kappler web site, too.


To act in the world is the only way to understand it. In this life it is given only to God and his angels and poets to be lookers-on.

Country: USA | Posts: 1869 Go to Top of Page

Craig H
Fireman

Posted - 02/06/2019 :  3:01:46 PM  Show Profile  Reply with Quote
Bernd, I would not mention anybodys else's problem with them I'm just saying if I ordered from them now I would ask how they would ship so I would get what I bought in One piece to my door. that's all


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Bernd
Fireman



Posted - 02/06/2019 :  3:57:47 PM  Show Profile  Visit Bernd's Homepage  Reply with Quote
quote:
Originally posted by Craig H

Bernd, I would not mention anybodys else's problem with them I'm just saying if I ordered from them now I would ask how they would ship so I would get what I bought in One piece to my door. that's all





kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

Bernd
Fireman



Posted - 02/06/2019 :  4:07:53 PM  Show Profile  Visit Bernd's Homepage  Reply with Quote
quote:
Originally posted by mwbpequod

Two of my larger scratchbuilt structures are in a gallery on the Kappler web site, too.



Love that pickle plant. One day I've got to build one. I've got one or two pickle cars and vinegar factory.

Bernd


kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

Bernd
Fireman



Posted - 02/09/2019 :  12:15:30 PM  Show Profile  Visit Bernd's Homepage  Reply with Quote
I received an e-mail from the president of Northeastern Scale Lumber, Mike Sarno.

I'm contemplating at present how to answer back. My question to Admins. and members is would you like to see the e-mail?

I await an Admins OK or not Ok before I go any further. If not Ok then this issue should get put to rest.

Bernd


kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

Pennman
Fireman

Premium Member


Posted - 02/09/2019 :  1:18:54 PM  Show Profile  Reply with Quote
quote:
Originally posted by Bernd

I received an e-mail from the president of Northeastern Scale Lumber, Mike Sarno.

I'm contemplating at present how to answer back. My question to Admins. and members is would you like to see the e-mail?

I await an Admins OK or not Ok before I go any further. If not Ok then this issue should get put to rest.

Bernd



Yeah, I would like to see their response, but don't show it to Mr Majestic...



Country: USA | Posts: 3950 Go to Top of Page

Bernd
Fireman



Posted - 02/09/2019 :  1:35:40 PM  Show Profile  Visit Bernd's Homepage  Reply with Quote
quote:
Originally posted by Pennman

quote:
Originally posted by Bernd

I received an e-mail from the president of Northeastern Scale Lumber, Mike Sarno.

I'm contemplating at present how to answer back. My question to Admins. and members is would you like to see the e-mail?

I await an Admins OK or not Ok before I go any further. If not Ok then this issue should get put to rest.

Bernd



Yeah, I would like to see their response, but don't show it to Mr Majestic...



10-4 on it's way.


kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

kebmo
Fireman



Posted - 02/09/2019 :  4:20:12 PM  Show Profile  Visit kebmo's Homepage  Reply with Quote
i would like to see his response too. i am contemplating a lumber order right now. i have ordered lumber from them in the past. various sizes of lumber, and it was packed with small rubber bands around the sticks of each dimension, along with post its identifying the sizes, and backed with a thick piece of cardboard. it always arrived intact.

if you suck at playing the trumpet...that's probably why.

Country: USA | Posts: 1441 Go to Top of Page

Bernd
Fireman



Posted - 02/09/2019 :  4:59:53 PM  Show Profile  Visit Bernd's Homepage  Reply with Quote
quote:
Originally posted by kebmo

i would like to see his response too. i am contemplating a lumber order right now. i have ordered lumber from them in the past. various sizes of lumber, and it was packed with small rubber bands around the sticks of each dimension, along with post its identifying the sizes, and backed with a thick piece of cardboard. it always arrived intact.



I'm going to post it to the forum just not yet. I still need to know if the Admins are OK with it. Lets just say I was very disappointed in their response. Part of the blame has to go to one of the carriers because I think it got damaged on their conveyor system and not run over by a vehicle. I will suggest that if you do order and you get a damaged package, tell them it got damaged and you want either a refund or the product replaced. This is what I was told point blank. I made a couple of errors in dealing with this situation. One - I should have tried to resolve it before posting. Second - Occasionally another member gets involved in trying to help you out by also sending them a "nasty gram". That did not do me any favors.

I say buy from them if you've had good service from them. Just beware they don't seem to be very customer friendly. Supplying the model railroad fraternity is not their only customer. I hope this has helped.

Bernd


kingstonemodelworks.com

Country: USA | Posts: 3006 Go to Top of Page

Bernd
Fireman



Posted - 02/10/2019 :  11:34:45 AM  Show Profile  Visit Bernd's Homepage  Reply with Quote
Ok I am going on the assumption that the Admins are probably as interested as the rest of you as to the letter. First I'd like to say that this is not a boycott campaign against Northeastern Scale Lumber. I don't want anybody sending them "nasty grams" on my behalf. I just wanted to point out that even if you keep your cool and try to resolve a problem with a vendor/company that the situation may not come out in your favor. I believe I made the mistake of not just asking for the items to be replace or a refund sent. Yes I could use the product since I was going to make smaller pieces, but I still think when you get a damaged product whether from the vendor/company or damaged in shipment some kind of resolution can be found. Also I should have tried to resolve this issue before posting what happened. Unfortunately a member wrote a "nasty gram" to Korin. They figured it would help my misfortune. I believe it probably did not help my situation for a resolve. Lessons learned. So without further ado, here is the letter. I did respond to the letter but can't find that reply.

First my "Certified Mail" letter to Mr. Sarno.

quote:
Dear Mr. Michael A. Sarno,

Iím a recent customer of Northeastern Scale Lumber for modeling. I have made two recent purchases of your wood products. My first order was a pleasure to receive. Customer communication is terrific with letting the customer know that their order was received, that their order was in process and that the order was shipped with tracking number. When I received my first order I was a bit skeptical of the shipping container for such a fragile product as scale lumber, but I received it in fine condition. My second order was not so pleasant to receive. Somewhere after leaving your facility one of the multiple carriers had a failure in their delivery system. When I received the package it had been bent in two in the middle and the fragile lumber I had ordered was broke in two. To me it looked like it had been jammed on a conveyor belt and some object much larger than the envelope had crashed into it thus folding it in two. The package looks like it has rub marks on from a conveyor.

Now the reason for this letter is the service I received after I e-mailed to your info@ desk and was received with a very short note. I have included a copy of the e-mail for your perusal.

The person that sent the return e-mail needs to be asked to treat future customers better than what I received. Iím not looking to have the employee dismissed for their statement. Also I sent along pictures in that e-mail.

Also find a copy of the invoice. That states that I owe you $2.81, which is due with my next order. Find enclosed a check for $2.81 since I donít know if I will be ordering any more products from your company until this issue is resolved.

I can be contacted by e-mail at protolancer(at)kingstonemodelworks(dot)com

Regards,
Bernd



Mr. Sarno's reply.

quote:
From Mike Sarno <mikesarno(at)me(dot)com>

To protolancer(at)kingstonemodelworks(dot)com

Date Sat 10:31 AM

Hi Bernd,

I received your letter regarding your recent orders from NESL. Thank you for the orders, I am sorry your second order was maybe unsuccessful.
We strive on customer service, being responsive and dealing with issues as they arise, I wish all businesses would have this simple concept in business.

I have followed the email chain with regards to the second order, and clearly understand the disconnect of discussion.
As with emails, texts, and letters, sometimes I feel there is miscommunication, where a phone conversation would be so easy to solve issues.
This is a new common practice in personal and business, we canít change it, only embrace it.

We ship hundreds of packages each week around the world, with the hope and prayer they arrive in excellent condition and timely.
We both know how this story goesÖÖ.

Back to you your order,
When korin received your correspondence that your package was crushed upon arrive, you stated the materials were salvaged and no further action was required.
I read the emails and interpreted the same result. Korin simple responded and reacted by saying ď looks a truck ran it overĒ.
I am not sure what additional response would have been required as the materials were usable, short of saying I am sorry the shipping carries damaged the box.
We would have gladly replaced the materials quickly and sent a claim with the carrier for funds.

I donít believe Korin in any way mistreated you or responded inappropriately, I apologize if we did offend you.
It was nobodyís intention.

NESL was founded on service since 1946, we try very hard to make every customer happy. Korin has been with me for over 12 years, she is a valued employee with a vast knowledge
Of the NESL products, from production to shipping.

I am sure a simple phone call between korin and yourself would be enlighten and remove any doubt of customer service, and truly show our culture.

We hope you will continue using and promoting the NESL products.
Feel free to call my personal cell phone with any further questions or concerns.
(phone # redacked)
Mike Sarno
President



After re-reading the letter several times I could come up with a political comment to the way he worded his response. Now I did respond to his letter. I accepted his apology. But I did not agree with how he handled a customer complaint. I told him in response that a different mailing package that could with stand a bit more abuse would be appropriate. I also mentioned that I would have serious thoughts of ever buying from his company again, that it would be the last place I looked if I couldn't find it somewhere else.

I don't anybody going out there and start a boycott campaign. It does nobody any good. There are other suppliers out there that have the same product. My third wood purchase has been from Kappler Scale Lumber. I have not received my order yet.

I hope this post has been a constructive one and that when receiving damaged goods it's best to see what kind of reaction one gets if they keep a cool head in contacting the vendor/company. If not satisfied with customer service, go up the ladder to the top dog and write a letter and send it "Certified Mail" that way you are assured it gets to the person you want to reach and on that letter write: C/O Mr. Name of Person you want it to go to. Worked for me. To bad it didn't favor me. Back to modeling.

Regards,
Bernd


kingstonemodelworks.com

Edited by - Bernd on 02/10/2019 11:36:09 AM

Country: USA | Posts: 3006 Go to Top of Page

kebmo
Fireman



Posted - 02/10/2019 :  1:43:57 PM  Show Profile  Visit kebmo's Homepage  Reply with Quote
not to correct you, but certified mail can be accepted and signed for by anyone. REGISTERED MAIL requires the signature of the addressee. the carrier has to keep trying to deliver it until the addressee accepts it.

if you suck at playing the trumpet...that's probably why.

Country: USA | Posts: 1441 Go to Top of Page
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