Robert Land customer service

[Spinster]

Brad,

This seems to be a common pattern with Mr Land when he is overloaded. He stops communicating. My bet is, you'll get your shoes, but maybe not in time for the event.

My most recent pair was ordered in person, custom measured at an event, during the winter when things are slower. I was told I would receive them in two weeks. Four weeks later, I wrote, and received a message that said all orders from that fair would be shipped by the end of the week. In the text of my message I reminded him that I needed them for a particular event, and as I would be walking extensively, I needed time to break them in.

Okay.

Two weeks pass from the new ship date. I inquire, and get a 'they will be shipped on X date and arrive by Y date. Okay, still time for me to break them in if I apply myself.

They showed up on the day I left for the event. My caretaker called me on the road to tell me they were in. A later review of the shipping information showed they were shipped on the date he'd told me they would arrive.

Meanwhile, I did the event in an old shredded pair of Fugawees with flapping soles, held in place by a pair of Tingley rubber overshoes I purchased from Ezra Barnhouse Merchantile.

And, my new Robert Lands are proving to be great shoes for me in mow with, as it's haying season here. In fairness, these are a shoe he had in prototype form, and had not gotten into full production. They are still not on the website.

And, when last I inquired, the shoes my friend ordered the same day I ordered mine still had not arrived, more than a month after mine came.

The Tingley overshoes were a decent solution to my shredded soles, but they will be hot at a summer event. If you choose that short tern solution, Several vendors carry them in the period style. If you know what to look for, they can also be found at some BigBox farm stores, such as Tractor Supply.

[cprljohnivey]

Received my shoes today... 21 days after he told me they were in the mail and I would receive them in 3-4 business days. I don't mind waiting for product so long as the vendor:
1. commits to good communication and
2. Does what they say they're going to do.

The shoes themselves exceed my expectations but he failed on customer service. Overall, I rate this transaction with a C-.

[pvt_dirty]

Hey Brad not sure if its the problem but check the ship date on the parcel itself sometime things get held up somewhere. He may have sent them out on time just the shipping company took their sweet time getting them to you. I work for the post office and see this problem alot.

Tyler Goodrich

[bdacus]

Robert only ships twice a month. He lives in canada and drives to NY to ship. This could be your issue. Robert Is a good vendor and tries real hard. IMHO 21 days for shoes is Great.

from http://www.robertlandhistoricshoes.c...emplate=policy

SOME FREQUENTLY ASKED QUESTIONS.

Q: Why do you only ship on the 1st and 15th to the U.S.?

A: We are a Canadian company. International shipping is very expensive, and slow. By airmail a 4 pound ( a pair of shoes) package costs $17.00
CA $17.43 to $25.00
CA $25.63 with a five day +/-delivery. No tracking info available.
By surface 20% less, with 10 to 25 day delivery ( they state 10 days +/-, but I don't believe them). Delivery conf. available. By courier, cost prohibative ($28.00
CA $28.71 and up, way up!). Also if valued over $200.00
CA $205.06 usd there could be a customs brokers fee ranging from $40.00
CA $41.01 to $70.00
CA $71.77 per package with couriers! I bundle all the orders together. Drive to NY with them. Clear customs as one large entry. Then ship individual orders by UPS from Niagara Falls. at a shipping cost of $8.00
CA $8.20 to $13.00
CA $13.33. Delivery, one to 6 days anywhere in the US. With a tracking number. It saves you the customer money ( 50 to 60% )on shipping and makes me competitive with US companies.

[cprljohnivey]

Brent:

Let me first state that I have since received my shoes and they did exceed my expectations in workmanship.

I knew about his shipping policy and have read his website. However, in my situation, I received an email from him stating that "your shoes were shipped TODAY and you will receive them in 5-7 business days" I did not get them until well over a month after that. ALL communication from me to him inquiring as to the status of my order since receiving that email has gone unanswered. Oh and the ship date on the package was indeed 5 business days prior to the actual date of receipt. So he mailed them over a month after he said he did. I did not even get an after the fact appology. That would have made a huge difference in this transaction.

Again, I like the product. His work ranks right up there with Mattimore Harness, MB&S, Leder Arsenal, and Cantrell Boots... but next time I get a product from him... it will be a retail purchase from another sutler such as S&S and not direct from him. My experience with his customer service has left a very bad taste in my mouth.

I don't know how other people feel but the customer service and the transaction itself is part of the whole experience of any given product I buy. Every time I look at these shoes, I am reminded of this painful experience, just as I am reminded of how terreible an experience I had at the store when I purchased certain suit I wear to work (which is why I never shop at Jos. A Banks anymore). Ramble over, soap box crushed under the weigh of my words... I will leave you with this last positive statement... again, Robert Land's shoes are a great product.

Cheers!

[LibertyHallVols]

Folks,

This will be the last thread you see on the A-C where people will be allowed to openly bash a vendor. If you have an issue with a vendor, it is between you and the vendor.

If you are having an issue with an A-C Approved Vendor, that is another matter. Notify us using the "Help Desk" folder or the "Contact Us" link. We may be able to mediate a discussion and help both sides resolve the issue in an equitable fashion.

If you have a positive experience with ANY vendor, please feel free to share! As hobbyists, we need to support those business men and women who produce quality products while providing first-rate customer service!!!