I’ve joined the almost-frustrated club with non responsiveness. I ordered sheets and have sent two follow up emails asking for a shipping ETA.
Just wanna set my expectations. Not trying to be pushy about timeframe.
Seems odd to just get crickets…
I heard Scott was moving and was behind when he responded to me. I think his production timelines have pushed out, but I wouldn’t be concerned that it won’t happen.
I’m in line too. From everything I’ve heard and read on here @WrinkledPants has always done right by customers so I think he just needs some patience right now.
Hoping we all see them soon.
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Finally received my order, and got an automated request for feedback. Here’s what I submitted:
Product = 5 stars
Service = 1 star
It took 32 days from when this order was placed until I received a shipping notification, and despite multiple attempts to communicate with this business requesting basic information, I was in the dark the whole time. Very poor communication. I assume this is a small cottage industry, and as much as I like supporting independent businesses, it would be hard for me to recommend this company based on my customer service experience. I have no problem being patient, but setting customer expectations would go a long way towards complete satisfaction.
I waited 4 weeks without any type of shipping notification before I emailed the first time. 12 days later, I got a response that the color I wanted was indefinitely back ordered. I replied immediately with an alternate choice and have heard nothing. It’s been 7 weeks since I paid.
I just got notification that my sheets shipped. To Scott’s credit, he acknowledged that my order somehow got mixed up and was apologetic about it. That said, they only had one of the many patterns available so I would check availability before ordering.
Hey guys! For those of you that don’t know me I’m Scott Pope of Overland Softgoods. Five years ago I was very active on the forum and got to know a bunch of you guys. In recent years I haven’t been as active and there are a lot of new names. To those of you that are customers of OSG I hope you are enjoying what we made for you. And, to those of you who have ordered recently, we will make a best effort to get your order to you in as timely manner as possible.
Those of you that know me personally know that we have moved from Vail to a property near the town of Bailey, in the foothills near Denver. albeit still living at 8,100 feet elevation.
We have operated out of a warehouse that I have owned for years and still have yet been able to get all of our business equipment moved over to our new home (three hours away).
All that said… we got way behind up to and during the move and are just now catching up on orders. I can’t thank you enough for the patience that has been shown us during this time. I would like to have stayed on top of the business better, especially the communication. I bought my GFC five years ago and immediately knew that as great a product as the GFC is… it needed some serious help for real comfort camping. Thus, OSG was born. IT IS A HOBBY BUSINESS!!! I have been a wheeler and avid outdoorsman all my live. I am 71 years old and still love to play hard outdoors.
On top of the challenge of the move we are having a tougher time sourcing materials right now. Hopefully, this will improve sooner than later.
In the meantime, if you order try to add your telephone # to your order. As an “old dog” I do much better staying in contact on the fly by phone than typing with my thumbs.
This is not an attempt to make an excuse for poor customer service. I just want you to know that this was an unusual time for us and we are committed to giving you a great product!!!
Happy trails…
Scott
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Good to see you Scott! Curious, do you guys plan on making sheets for the V2 Max?