Has anyone else here had problems getting ordered items from El Paso Saddlery?

I've heard and read only the best of El Paso's quality. After much debate I decided that they would be the folks to build my new shoulder rig. I made the call and was told "4 to 6 weeks". Ok by me!

So, I ordered a Tombstone Speed Rig and a six round slide nearly three months ago - prepaid in full - and have not seen anything yet. No letters, no phone calls, no email, nothing.

I've called several times to see where my order was at... The first couple of times there was no answer and no return calls to my messages. Not one. Then, when I did get in touch with someone I was told that it was all but complete and would be in my grungy hands within one week.

As of today it has been THREE weeks since that phone call. So I called again just moments ago. Guess what... My order is still not done. This time I was told that the "wrong clips were sent and had to be re-ordered", thereby holding up construction. (But three weeks ago it was nearly ready to ship...) This time I was promised it will be on its way to Mobile, AL within a week. Sound familiar?

So, why not return some phone calls? Why not tell someone right up front there is a delay? Especially on a months old order! Seems to me that if you want return business and the all important word-of-mouth advertizing, then you should do whatever it takes to keep folks dropping cash in your pocket informed and happy. I spent too many years managing multi-million dollar businesses to think this is acceptable practice. One simple phone call, or even a one-line email can make all the difference. I know the problems, but I also know the benefits of meeting one's obligations. All I require from anyone is to do what they say they'll do when they say they'll do it. The ONLY thing that needs to be done in order to make me shut up and go away - or, in fact praise this vendor - is for him to get on the stick and get my order done - CORRECTLY!

I hope I'm all wrong in what I'm thinking about this situation. I really do. Right now, however, I've got kind of a bad taste in my mouth when it comes to El Paso. Perhaps the quality of the work will make me feel better. Time will tell.

Just wish I knew how much time...
:confused:

My father-in-law lived in Mobile until his divorce this past year. How much did you pay for your shoulder rig?

My father-in-law lived in Mobile until his divorce this past year. How much did you pay for your shoulder rig?


Not much compared to most folks. $150 for the rig, another $20 or so for the slide. Still, adds up when you're on a fixed income...

Its been years since I dealt with El Paso Saddlery (like 91'). At that time I was working JTF-6 (counter drugs) down on the border with USBP. I had them make up a holster for my Smith 657 CH (6.5"), speed loader pouch and a 24 round 45-70 belt. Great craftmanship on all the products. Don't have the 657 or the 1886 anymore but still have the leather.

You are right to expect an explanation for the delay. Its bad business and rude. I hope you receive your rig in short order.

CD

Nine Toed Omar.

When it arrives, hope not if, the leather work meets all of your expectations. Some of these mom & pop businesses do great work, but on a one of a kind scale. Ordered a couple of rigs from Allessi years ago, it took a while for delivery. After many years the rigs still functions like new.

We tend to gravitate towards instant gratification, want it now. Remember reading about a barrel maker, he had a sign outside his shop. "Take it when it done or take it somewhere else".

Just the same, in today's world, some word from El Paso Saddlery would be a good thing.

Hoopie,

Well, the week has past without word one from El Paso Saddlery. No call, no email, and no rig.

This kind of BS is beyond me. Yep, I'm VERY aware of the entire artisan-thing. Been there - Done that. Even when I had an issue with a supplier I called the client to keep them up to speed. No one ever whined and everyone appreciated the effort. Another thing is the money. Personally I ran on a "1/2 now & 1/2 when completed" deal. Not here, though... El Paso wanted it all up front. The payment went through immediately and without a hitch. Now I can understand that some folks need the money to bring in the raw materials. What remains is that if you've got a guys money then it is incumbant upon you to provide the product - or at least keep the guy up to speed as to where the money is at...

Next week there is a phone call planned to the folks at VISA. If El Paso Saddlery can't live up to the promises they make then they need to loose the contract. The folks at VISA will replace the money in my account and they will take it up with El Paso. I'll then just return the bloody thing - if - it ever arrives.

I'm sick of dealing with these people. I'll find someone that CAN deliver as promised even if it is double the cost!

Omar, out!

No answer from El Paso, call Visa ASAP. Wonder if anyone living near El Paso Saddlery could look into the windows and see if someone is alive.

Hoopie,

I hope I'm not coming across as too much of a whiner. I just like getting what I've paid for when I'm told it will arrive - or at least a notice as to why there is a delay.

I'm still hoping that I'll be on here praising the fine new rig, all woes forgotten. I just hate to think the worst.

I hope I'm not coming across as too much of a whiner. I just like getting what I've paid for when I'm told it will arrive - or at least a notice as to why there is a delay.

I'm still hoping that I'll be on here praising the fine new rig, all woes forgotten. I just hate to think the worst.

Well, I'm in the process of picking out a rig. EPSaddlery was one of the prime contenders until I read this thread. You can pass that on if you feel like it.

I don't think you're whining at all. You're right about expecting the product or an explanation, or both. I will now hesitate to order from them, as much as I like what I see on their website.

I will now hesitate to order from them, as much as I like what I see on their website.If you like what you see on their website, you'll like it even better when it's in your hands and delivered on time. I don't care if El Paso has the name, it doesn't give them the right to treat their customers like dirt. There are too many other sources to buy leather from and they know how to treat a customer right :mad:

Well, El Paso Saddlery has responded to my repeated phone calls and emails! :)

Here's the email they sent...

Mark, I am very sorry about the delay in your order, but we did not forsee having to order new clips and being sent the wrong ones and waiting for the right ones. I admit the information I was being given and was in turn passing on was faulty, but I can say with all sincerity it is going no later than tomorrow. That is the word from my boss and the production manager. Again I am very sorry for the delay, but it will ship today or tomorrow at the latest. Thank you.

Don
El Paso Saddlery

That came in yesterday. I'm certain that the current situation here in Mobile will slow delivery, but I expect that even with all the damage around here the rig should be in my grimey mitts within a week.

Can't wait to see it!

Well, El Paso Saddlery has responded to my repeated phone calls and emails! :)

Here's the email they sent...



That came in yesterday. I'm certain that the current situation here in Mobile will slow delivery, but I expect that even with all the damage around here the rig should be in my grimey mitts within a week.

Can't wait to see it!

Omar,

I know it's a bad deal but if your rig is anything like the 4 that I have from EP Saddlery you'll be most pleased in the long run.