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Sailnet and FEDEX woes

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existentialsailor
Master Marine Consultant

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USA
1180 Posts

Initially Posted - 03/26/2005 : 08:44:48

Had an order from sailnet MIA in December. Mulitple calls to Fedex and emails to CS at Sailnet didn't produce anything of satisfaction. Last email to Sailnet, which went unacknowledged, was a request for them to file a claim as Fedex told me the shipper had to file the claim. (Screw the customer, they're only paying the shipping charges). Got a letter from Fedex last week denying my claim, (Appears sailnet filed the claim after all), because I wasn't the shipper. Talk about catch 22. So I'm out $90.
Fine. Sailnet is out a customer and I will definately choose other than Fedex when I have the choice of shippers in the future. They all are going to have problems from time to time, but how they handle them is what sets them apart in my mind.

Rick

Edited by - on

Frank Hopper
Past Commodore

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Pitcairn Island
6776 Posts

Response Posted - 03/26/2005 : 09:00:13

I believe SailNet operates without a safety net. last year they had a serious snafu with their email system where a customer complaint and their response was sent to their entire mailing list. They have had security issues as well. It is a shame because they are trying hard to be a great supplier but they scare me a little. I will only deal with them via phone. If someone has a nondelivery issue then your credit card should handle that.

Edited by - on

dlucier
Master Marine Consultant

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Virgin Islands (United Kingdom)
7583 Posts

Response Posted - 03/26/2005 : 13:04:40

Rick,

Sorry to hear of your troubles.

I've been buying from Sailnet for years and I've never had a problem (just received a shipment two weeks ago

), but maybe I was lucky.

As for the Fedex or UPS issue, if I can, I choose UPS as my preferred shipper because using their website and a tracking number, I can see in real time where my package is along its journey to my front door. In my experience, the other carriers aren't as diligent at showing this tracking data in real time which has resulted in me receiving a package before they have indicated that it left the original shipper.

I would do as Frank suggested and see if the CC company can give you some relief.

Good luck.

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Oscar
Master Marine Consultant

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USA
2030 Posts

Response Posted - 03/26/2005 : 20:21:24

Have to jump on this one...not easy typing though with these swells....

Friend of mine, who lives in Spain, orders a collectable from a purveyor in New Orleans, who does not ship internationally. So, it is shipped to my house, and I Fedex it to Spain. (I get a discount). Upon arrival the Fedex folks in Spain decide the address does not exist, so they send it to Paris....and Paris sends it back to Memphis whereit sits....and sits....as we chase the thing.....(All the tracking info is on the website, it's a matter of "Steering" the thing in the right direction....)

Last was that they want money to ship it to my house......

Oscar
C42 # 76 "Lady Kay" (Ex. C250 WB #618 )
Georgetown MD/Fort Lauderdale FL

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frogger
Navigator

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USA
184 Posts

Response Posted - 03/26/2005 : 23:18:41

This is not good news about Sailnet. I have a rather substantial order in - was expecting delivery any day now. Almost been two weeks. No tracking information - not good, it is still processing. Several items are backordered(?) although they said they had them in stock.

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Northlander
1st Mate

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35 Posts

Response Posted - 03/26/2005 : 23:29:18

Frogger,

Same scenario here. I have an order in and my "status" is the same...backordered and still in processing.

Chris

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matsche
Captain

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USA
280 Posts

Response Posted - 03/27/2005 : 08:35:57

Rick: Sorry to hear that. I had a problem with SailNet last year in that they shipped me the wrong parts after weeks of delay. It took several more weeks (and phone calls), but they did make it right at their expense. If SailNet filed a claim with FedEx then I would think they'd re-ship to you whatever was missing. You might have to prod them along to get it done. Have they totally refused to replace the part or are they just dragging their feet?

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existentialsailor
Master Marine Consultant

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USA
1180 Posts

Response Posted - 03/27/2005 : 08:46:54

John,

I've spent more time on the phone than the order was worth. I'm not wasting anymore time with either company. I think the fact that a number of other people are also reporting problems shows they have some issues that they seem either unwilling or incapable of resolving. As a precaution, I have told my credit card company that there may be a risk and they are closing my account and reopening it with a new number.

Edited by - on

frogger
Navigator

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USA
184 Posts

Response Posted - 03/29/2005 : 16:06:25

Update! Called SailNet (Monday) and left urgent message concerning my order. Received complete order today (Tuesday) by UPS.

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existentialsailor
Master Marine Consultant

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USA
1180 Posts

Response Posted - 03/30/2005 : 18:00:38

Glad it worked out Frogger. I've got an order coming from West Marine that is on Fedex. I found out that's how they shipped after ordering....stupid me. The order has been on the truck out for delivery for 2 days now...perhaps the truck won't start.

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Frank Hopper
Past Commodore

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Pitcairn Island
6776 Posts

Response Posted - 03/30/2005 : 20:02:28

One thing I do on FedEx and Airborne is leave special instructions that I do not want to have to sign for it. If the site does not take that kind of instruction then I print out the FedEx tracking status, tape it to the door and tell them to leave it in my milk box or such and sign it.

Edited by - on

existentialsailor
Master Marine Consultant

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USA
1180 Posts

Response Posted - 03/30/2005 : 21:33:00

Good idea Frank,

Although there are plenty of people here to sign for any packages. It's just that I'm so rural that they wait until they have a good enough reason to come out here and leave it at the wrong address.

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JJM
Navigator

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USA
170 Posts

Response Posted - 03/31/2005 : 22:21:48

Usually when I am having problems with suppliers I ask to speak with either a supervisor or manager. They seem to know their processes better than the poor customer service rep and they have more capability to get things done. And, you can always ask them if they want the opportunity to provide you with exemplary customer service to set them apart from the rest. They never say no to that. And the ace card - tell them we have an online association of thousands of sailors

that would love to hear about their handling of this transaction.

Edited by - on

existentialsailor
Master Marine Consultant

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USA
1180 Posts

Response Posted - 04/01/2005 : 07:25:49

Got my stuff from West Marine last night. To put it in perspective, Catalina Direct shipped me a package last Friday through DHL. That's California to the East Coast. Got that yesterday too. The Fedex packages from West Marine shipped Friday as well from Charlotte North Carolina, less than 900 miles or one days drive. One of my packages from West Marine still shows as being transfered back onto the Fedex trailer, even though it's actually been delivered. Guess Fedex has some issues with their tracking system.

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mmac
Navigator

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USA
168 Posts

Response Posted - 04/01/2005 : 20:10:21

Last year I ordered 3 life vests from Sailnet. The Fedex Ground driver delivered them to the wrong address in another part of the city. Appearently FX Ground is not part of Fedex, but a contracted carrier. The Fedex people were very helpful in helping me find my stuff. However, the genius who recieved my package wouldn't give it back, so Fedex had Sailnet reship the vests. I finally got them, but it was six weeks after my original order.

I agree with you Rick. They could have done better. Whenever I see a green Fx Ground truck, I call out, "Where's my package?"

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ronrryan
Admiral

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USA
561 Posts

Response Posted - 04/01/2005 : 21:16:31

I ordered 50 feet of fresh red stuff for my furling line. Thus far got Nada, and when I went on line I got word it is "backordered". No Notiice, no explanation, no nuttin', honey. Wont be ordering from Sailnet any time soon again, ron sr sk Orion sw fl

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existentialsailor
Master Marine Consultant

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USA
1180 Posts

Response Posted - 04/01/2005 : 22:58:09

Well, I will give kudos to West Marine, they contacted me today asking if my packages had indeed arrived. Don't know what they would have done if they hadn't, but I consider that decent follow up.
When I called Fedex, I was told someone would call me back. They haven't as yet. I will still do business with West Marine, but only when I have the time or need to drive to their store which is an hour and a half drive for me. I won't be ordering anything from their we site knowing they use Fedex now. My boatyard now has their own web store which delivers to the boatyard itself and from what I have seen the prices are reasonable and that added convenience can't really be beat. I'm ordering all my new Raymarine instruments through them, so it will be interesting to see how that works.

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Gloss
Master Marine Consultant

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USA
1916 Posts

Response Posted - 04/02/2005 : 10:27:19

Sailnet, and Fed Ex's service has always been inconsistent, at best for me. Sailnet's customer service usually sucks, just try to get them on the phone, if you can.
I prefer UPS myself.
Fedex has screwed up shipping from LL Bean also.

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ClamBeach
Master Marine Consultant

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3072 Posts

Response Posted - 04/02/2005 : 15:13:05

I receive and ship hundreds of parcels per year. I've never had a problem with either the main Fedex sevice or Fedex "ground". For fragile items I usually pefer Fedex handling to UPS, they seem to be a little 'easier' on the packages (mostly electronics).

I did get an email from Sailnet a few months back... stating there was a change in ownership and the company founders were now basically out of the picture (paraphrased). Don't know what's behind the change, but the tone of the letter struck me as being a bit unusual.

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Frank Hopper
Past Commodore

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Pitcairn Island
6776 Posts

Response Posted - 04/02/2005 : 17:41:57

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by ClamBeach
 

I did get an email from Sailnet a few months back... stating there was a change in ownership and the company founders were now basically out of the picture (paraphrased). Don't know what's behind the change, but the tone of the letter struck me as being a bit unusual.
<hr height="1" noshade id="quote"></blockquote id="quote">

I received that email as well. It was odd, it smacked of a mom and pop that had gotten out of control and was trying to be saved.

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dlucier
Master Marine Consultant

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Virgin Islands (United Kingdom)
7583 Posts

Response Posted - 04/08/2005 : 17:17:48

Two weeks ago, I sent this email to SailNet. At the bottom is their response...

Dear sir,

I belong to the C25/250 National Association which has about a thousand members, but also many more non-members who participate in our Sailor's Forums.

Yesterday, a member posted his woes with your company and Fedex at the forum (http://www.catalina25-250.org/forum/topic.asp?TOPIC_ID=8866) and some memebers responded with similar tales of questionable customer service.

I have been a customer of Sailnet for a couple of years now (just ordered some more gear two weeks ago), and I personally have not had any problems, but it distresses me that my fellow sailors at the National Association are being treated in such a neglectful manner. Numerous times in the past, I have steered customers your way, but in light of recent events discussed in this topic at our forum, I just might have to withhold my recommendation.

Additionally, the bad publicity that your company is getting from being posted negatively on our forum will probably cost you untold thousands in lost sales. If you don't want everyone sending their business to Defender, you had better address your customer service issues.

Sincerely,

Don Lucier
Member, C25/250 National Association

*****************************************************************

Dear Mr. Lucier,

Thank you so much for your feedback.

First, I would like to apologize for the time it has taken to respond to your email. Unfortunately, our transition to a new customer service tracking system created a backlog that we are working diligently to address. Moving forward, you will see a significant improvement in the department's response to your concerns.

As you may be aware, SailNet has undergone some changes in management in order to better service our customers and ensure the success of the company. We are enthusiastic about the opportunity, and extremely appreciative of loyal customers such as yourself. We are committed to improving every customer's shopping experience. Admittedly, we are encountering a few "bumps in the road" as we take the steps necessary to maintain effective communications and improve the processes needed to meet customer expectations. We will do everything we can to earn back the support of customers who didn't have a positive experience with SailNet in the past.

I did take the time to review the website you referred to in your email and I share your distress. Although every business encounters some mistakes and problems, our pledge going forward is to focus on delivering value and topnotch customer service.

Thank you once again for your comments and past patronage. Please let me know if we can be of any additional assistance.

Sincerely,

Linda Danna
Vice President
SailNet

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Frank Hopper
Past Commodore

Members Avatar

Pitcairn Island
6776 Posts

Response Posted - 04/08/2005 : 19:35:19

WOW! I will never use them again. I just deleted them from my bookmarks. I spent several years in a marketing/sales department a few years ago and that is the worst borderline "boiler plate" response I have ever seen. Not a word about the resolution of outstanding issues just BLA BLA BLA.

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Gloss
Master Marine Consultant

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USA
1916 Posts

Response Posted - 04/09/2005 : 07:27:19

Once again I agree with Frank

Boilerplate by spin doctors

I got a similar response from them a while back when they screwed up an order, it was also accompanied with an apology of "sorry about taking so long to get back with you"

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Gloss
Master Marine Consultant

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USA
1916 Posts

Response Posted - 04/09/2005 : 07:30:12

I just remembered another thing. A few weeks ago, through Sailnet, asked Air Force sails for a quote on an anchor riding sail. still no response

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Frank Hopper
Past Commodore

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Pitcairn Island
6776 Posts

Response Posted - 04/09/2005 : 18:59:21

SailNet Supporters,

As some of you have heard there have been some changes recently here at SailNet.
The founders of SailNet Sam and Cheryl Boyle have moved on and are no longer
associated with the company. The SailNet Board has asked me to step in as CEO
and to help set the direction of the company going forward.

One key element of the success of SailNet is the forums that create a vibrant
online sailing community and the heart of SailNet. You have built the communities
and they will continue with the support of SailNet and your active involvement.
We mention our commitment here only because some SailNet users have feared drastic
changes were coming and that users might lose access to the communities they have
built with SailNet. I have no intention of eliminating these forums.

I first encountered SailNet when I was living in landlocked New Delhi, India.
Missing the ocean, I began searching the web for sailing information and I found
SailNet's community of enthusiastic sailors and its library of articles covering
all aspects of sailing. As you do, I value this online resource that is accessible
to any sailor in the world. Sailing information through articles and community
forums will continue to be a resource SailNet provides.

SailNet will continue with your support of our business. The SailNet team will
work hard to provide value through competitive pricing and expert knowledge in
hardware, custom sails and rigging. If you feel we are failing to provide value,
please let me know so that we can take corrective action and provide the value
you expect (you can reach me at JMR@Sailnet.com). If you feel we provide value
as many do, then please support us.

Sailing knowledge is still primarily acquired by the sharing of skills and
knowledge from one sailor to another and one generation to the next just as it
has been for thousands of years. SailNet intends on continuing support of this
tradition by bringing sailors together to share experiences and knowledge.

Sincerely,

John M. Rublaitus
CEO
SailNet

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ronrryan
Admiral

Members Avatar

USA
561 Posts

Response Posted - 04/09/2005 : 19:10:38

My fifty feet of red furling line arrived via UPS. Three weeks. The shipping charge for two pounds was nine bucks, or more than half the cost of the line. Of course there was no sales tax, which is good. On the other hand, I could have skipped down to my local West/BoatUs emporium and been winding up my furler three weeks ago. Whatevah DOES one DO???? Ron srsk Orion SW FL

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