Hooks Usa Complaint!

[nedyarb]

Has anyone had issues with this company? Here's what happened, I placed an order for 250 hooks on Friday the 11th at 7 am. Knowing Monday was a holiday I was hoping the package would be shipped that day. They charged me 12$ for ups ground! Finally Monday I received an email from hooks USA saying the package had shipped via ups. I live one state from them , and have been hawking the ups guy asking for my package. Finally today I checked my mail and got this. that's certainly not a ups package, and it did not cost 12$ to ship. Also it wasn't sent until Wednesday. I don't like anything about what this company did. I will not be ordering any more hooks from them, and I sent three emails and never recieved a response. Just a heads up! Rob

[RayburnGuy]

Not to mention the fact that they pocketed the difference between $12 shipping UPS versus the $5.80 it cost to ship USPS.

[scrubs]

Thanks for the heads up. That's one thing I like about buying off ebay. I've had a couple of issues where the company never responded but within a few hours after lodging an ebay complaint they agreed to correct the problems.

 

bill

[Travis]

I guess I will come off as a jerk but I don't see much of your complaint as valid.  Carrier switch is the only one I can see.

 

Shipping didn't cost that is correct but you paid for shipping and handling as described on their site.  They also state up to 4 days handling before being shipped.  So shipping time is the time the carrier takes + up to 4 days.  I guess technically they didn't say business days, but I think most would have understood business days.  So 11, skip the weekend, count the monday holiday if you want, and add two more days for 4 and you get 16th.  

 

So if they had sent by UPS would you still be upset if it still arrived on time (based on their website description) for the price you paid.  I guess as I see it you got the product for the  price totaled through their website on time.  

[nedyarb]

Travis, I would have assumed since my order was placed Friday early that it would ship Friday. However I understand if it doesn't get shipped that day because things happen. And since it was a holiday Monday I guessed maybe they took a long weekend, which is also plausible. However, I recieved an email on Monday, saying my packaged had shipped via ups, which I was charged 12$ for shipping. I got package today via USPS which he paid 5.80 to ship. So basically I paid 12$ for a one week delivery service. I could have rode a moped to Minnesota faster. And probably cheaper. Why was USPS delivery not an option?

Edited October 19, 2013 by nedyarb

[Matt M]

I live in a rural area and if UPS doesn't have any other deliveries in my area they will drop off at USPS to complete a delivery. I'm not saying that's what happened here but a possibility.

I order my products from Janns Netcraft. I have nothing but positive experiences with them.

[scrubs]

That's also happened to me a couple of times with Janns and I noticed it took a few days longer than straight USPS. But the thing that still stands out is that they never responded to his emails. If they would have simply replied with the UPS -> USPS he never would have written this.

 

bill aka shore slug

[mark poulson]

Bill,

You're right, there is no substitute for good communication, and there's no excuse for not responding to his emails.

That is just piss poor customer service.

[gone2long]

I too have had a hybrid delivery where it shipped and sold from the supplier as ups and wound up at my local post office for final delivery without any notification but still think this was a bait and switch, no reason to charge $12 for a $5.80 domestic delivery I don't care how fast it was delivered it's false advertisement. And if he's doing this on a regular basis consider what kinda money he's making, he knows damn well after you get your package your not going the make a return for the discrepancy as he knows you need that product to serve your customers and don't have the time to play dumb games over shipping prices. Boycott his operations and he'll get the signal.

[Seeking 56]

I recently put an order through NJ Tackle.  I expressed on their comments area that I wanted the cheapest shipping available.

 

They actually called me long distance the same night I placed the order to make sure I was aware that it would come USPS.  Order shipped same night, got it within a week as ordered.

 

I'm very impressed with their service!

 

s56

[scrubs]

but still think this was a bait and switch, no reason to charge $12 for a $5.80 domestic delivery

There is a ups - usps shipping setup so this may not have been bait & switch but as Mark says piss poor service to not communicate.

 

bill

[saltshaker]

This kinda crap is inexcusable!!!!!!!!!!!!!!!!!!! A simple email response might have cleared up everything. Instead....it looks like a shady deal. I don't blame the OP one bit for feeling ripped off!!!!! This happens to me...they're toast!!!!! 

[Don-Art]

My gut feeling is that this may be a business that is run on the sideline of someone's regular job. Possibly even out of a residence. I have never ordered from them. Or even knew that they existed. So I can't speak first hand of their service. I have ordered various things from different suppliers in the past and from my experience, one week is a fairly average shipping time. If I get a order in less than a week, I consider that excellent. I also have learned that before I even will consider placing a order, I look at the shipping charges. If I consider them out of line, I won't purchase from them. I have also encountered the hybrid shipping procedure, and I believe that it added a extra day or two to the shipping time.

I was a bit confused and upset about how it was handed off from one service to another. So I understand your frustration.

Don

[Travis]

He in no way got ripped off, I can't understand how he or anyone would feel they got ripped off.  It clearly states SHIPPING AND HANDLING charges....  Not shipping... He got exactly what he paid for on time and in full just through a different carrier (which may not have been Hooks USA doing at all potentially).  You can subdivide the total amount any way you want but it all comes down to the purchaser bought 250 hooks for x dollars and found that to be an acceptable total price for the goods.  He got exactly that.  

 

Free hooks and 50 shipped= 50 for the hooks and free shipping= 10 for the hooks 30 for shipping and 10 for handling= endless other combinations to equal the same thing.  Bottom line he received the total amount of hoos for the amount agreed upon and within the time frame clearly stated on their website.  Darn I would be fuming if I got such horrible service.  

 

I guess I am too laid back, I know the details of my transactions before sending funds.  I email once those details are not met.  If I want to know when/where exactly then I pony up the money for tracking, next day delivery, etc...

 

An email response would have been nice but depending on the content may have best been ignored. 

[gone2long]

There is a ups - USPS shipping setup so this may not have been bait & switch but as Mark says piss poor service to not communicate.

 

bill

Should have been more clear when I said it was a bait and switch, I was not talking about the hybrid setup I received but the fact he was told ups and it was shipped USPS.

 

 

He in no way got ripped off, I can't understand how he or anyone would feel they got ripped off.  It clearly states SHIPPING AND HANDLING charges....  Not shipping... He got exactly what he paid for on time and in full just through a different carrier (which may not have been Hooks USA doing at all potentially).  You can subdivide the total amount any way you want but it all comes down to the purchaser bought 250 hooks for x dollars and found that to be an acceptable total price for the goods.  He got exactly that.  

 

Free hooks and 50 shipped= 50 for the hooks and free shipping= 10 for the hooks 30 for shipping and 10 for handling= endless other combinations to equal the same thing.  Bottom line he received the total amount of hoos for the amount agreed upon and within the time frame clearly stated on their website.  Darn I would be fuming if I got such horrible service.  

 

I guess I am too laid back, I know the details of my transactions before sending funds.  I email once those details are not met.  If I want to know when/where exactly then I pony up the money for tracking, next day delivery, etc...

 

An email response would have been nice but depending on the content may have best been ignored. 

 

Travis you apparently haven't had down right terrible service through the USPS IMHO he got lucky a received his product on time that's rarely the case with the post office. Either way you slice it he was quoted a particular carrier that he chose and it was not used at the rate posted and the provider refuses to respond as its quite clear he knows the deal, the lack of communication says it all.

 

I stand behind the OP on this one poor communication and should refund the difference.

[Travis]

I have had horrible service from UPS, USPS, FedEX, DHL.. it happens but it didn't in this case.  Are we complaining on what could have happened because he did not receive  bad service from the carrier on this transaction.  

 

I would like to point out again that the quote is not just for shipping  it is for shipping and handling.  Handling is an undisclosed amount on their website because they charge in excess of shipping to cover potential rate increases, miscalculation of weight, etc...way for them not to foot the shipping bill and also increase profit.   Fairly common practice from lots of small businesses.  They could just add x dollars more to the initial price of the hooks and charge exact shipping but like most retailers best to make the price of the good as cheap as possible to hook you.    .  

 

So in short there is absolutely nothing to refund as handling is whatever in excess of shipping.  If it had been shipped via UPS for 6 bucks all would have been good with the 12 dollar shipping/handling charge, right. 

 

It really looks like his main complaint should be with himself.  Their site is clear on the shipping/handling and processing part he either didn't read, understand, or as he pointed out assumed things.    Only need for communication is when something went wrong and nothing really went wrong unless we really try hard to make something out of nothing.  

[scrubs]

I think the main issue has boiled down to not answering emails which in the long run will do him more harm than the customers. Maybe we should agree to disagree and leave it go.

 

bill

[nedyarb]

I feel like I was lied too! I was charged 12$ for ups shipping. On Monday I recieved an email stating " your package has been shipped" however I got the package from USPS and it clearly says on the stamp it was shipped Wednesday!! Other than trying to pocket an extra five bucks I see absolutely no reason why it was shipped via the USPS! I could care less who delivered my package, but I should have been given the option to pay 5.80 for USPS.

[scrubs]

I feel like I was lied too! I was charged 12$ for ups shipping. On Monday I recieved an email stating " your package has been shipped" however I got the package from USPS and it clearly says on the stamp it was shipped Wednesday!! Other than trying to pocket an extra five bucks I see absolutely no reason why it was shipped via the USPS! I could care less who delivered my package, but I should have been given the option to pay 5.80 for USPS.

I once knew a vendor from another hobby who charged considerably more for shipping than it cost. His response was "I need to charge for my time & gas going to the post office". Whether they call it handling or build it in the price we pay. So all you can do is vote with your cash.

 

bill

[sonoman]

_{I think what happens is there are some outfits that are so good at getting stuff out that they make the average vendor look like they don't care, My experiences here in central Florida are extremely positive to absolute nightmare...I can get just about engine part for my outboard delivered to my home by the next day yet my experience with BPS  is that I  can't get something as simple as power pro and a few saltwater trebles delivered within a month...so I  feel your pain, moral to my story....I will never order from BPS  ever again and anytime I need engine parts I  know who to call .}

[hooksusa]

My name is John Beckfeld I am the owner of Hooks USA
Inc. 

I am saddened and disappointed to hear about this post, so I
thought I would respond. 

I received an order on Friday for some fishing hooks. 
I processed this order the next day Saturday morning and was placed in with the
outgoing orders.   The only email I recall getting I responded to
with the email stating his order was processed.   I just assumed that
would have answered the question about when the order would be processed, I see
now it wasn’t the best response for this client

Monday was a holiday post office was closed and next
shipping day was Tuesday.  Im not going to make any excuses, its true this
order shipped 1 day later on Wednesday morning which is my mistake and deeply
sorry.  This is not a defense at all… but when a client places an order
online, it states we need 4 days for processing and handling.  This order
shipped on the morning of the 3^rd business day. 

I received an email on Friday from the client that stated
they were upset, something like this always concerns me- so I looked into it to
notice he picked UPS shipping not USPS.  I called his number immediately
leaving a voicemail which stated I refused to have unhappy clients, and to call
me I’ll do anything to make things right.  I even followed with email that
stated I called him and left my cell phone number to call me.   But
no response to my email or voicemail

I have a deep regard for all Hooks USA clients, I am
sincerely affected if anyone is not happy.  I will refund product, send
more as gift- I will even credit the entire cost back and you can keep the
order- its free.  I have done it before for clients without them even
saying anything, I just recognized I made a mistake. I value my clients and
will do anything to make sure they are happy- I could care less about the cost
of an order of fishing hooks if a client had that bad of an experience. 
Its free then if that helps

Since I never got a response to my voicemail or email on
Friday I feel that there is some underlying reason they want to bash Hooks USA,
rather than communicate back to my offer to make things right.   Wish
I knew the motivation.  I was going to refund and give the entire order free

 

We are not perfect, I gamble a little bit offering
a full catalog with 1000s of finishes and sizes, knowing it’s impossible to
stock and inventory everything and some folks might have small wait.  But
that wasn’t even the case here.  With all of that we manage pretty
well.    I am surprised to have this kind of bad press on
something that shipped fairly quickly, but I do recognize we make mistakes on
this.  That’s why I reached out to correct what I could

For anyone that wants to chat- my cell # is
612-239-8355.  anyone can call me anythime. this is same number I left as voicemail
and email for the client.   Which im still willing to make things
right, im not spiteful over this post.  Feel free to call me anytime

John Beckfeld

 

[nedyarb]

Mr. Beckfield, I appreciate you responding to this post. I did get your voicemail Friday night, I should have responded but I chose not too. I will be the first to admit, coming on TU and complaining probably was not the best choice, but I did! Looking back, it really wasn't a huge deal but for some reason I was not happy. I will be honest, I did send a few emails that stated I was not happy. I will say I sent you an email Friday afternoon saying something to the effect of " call me and explain what happened " after a couple hours with no response I came on here and complained. Like a said, it was probably childish on my part. I wish I had handled it in a better manner! Rob

[mark poulson]

Well handled on both sides by two adults who take personal responsibility for their own actions.

[RayburnGuy]

Well handled on both sides by two adults who take personal responsibility for their own actions.

 

X2

[Cougarftd]

Just an FYI in support of your business....I placed an order on your website. You responded that the hooks I requested were not available. You were going to remove the hooks from your listing...without me even asking you upgraded me to a higher quality hook at the same price. You "hooked" me...haha (I couldn't resist). Seems like the kind of company I will continue to do business with.

Thanks!

Phil