did I overreact?

[jackhammer]

I am of the opinion that word of mouth means everything, especially for independent shops. I like Dan's suggestion of offering the driver a 20. But if I feel I was not being treated with respect after patronizing the same shop for years, I would definitely walk and let the owner know why, and if they didn't seem to care about losing you as a customer... I would tell all two of my friends who burn pellets or shop there! I can be a tough customer to please, but I don't think I'm ever unreasonable. I understand they need to make a profit and am usually willing to pay a little more to a local shop and stay away from big box stores when I can. But as with everything, there limits.

 

[Pete Zahria]

We have seen prices of everything jump when gas and diesel went up. Now has any of those stores dropped their price when fuel went down?

Many..

Dan

 

[Lake Girl]

If the manager is not the business owner, you are speaking to the wrong person. Depending on your location in Maine, it may dictate how responsive the dealers are. The higher population areas offer a few more dealers to choose from compared to more northern locations. If you are a more captive audience, they may figure they don't need to cater as much to keep your business.

Given that you did buy the stove from them (they received a mark-up) and then continued to purchase 4 tons for 8 years does indicate a degree of loyalty. How in line has the cost per ton been compared to stove shop competitors? Same pellet available from big box stores? What is the going rate from other pellet suppliers for delivery? Is there a trade off - lower delivery cost with higher cost per ton?

I stopped dealing with one local supplier. The superior pellet they started with cost slightly more but was consistently available throughout the winter - I felt it was worth it. They switched pellet brand for an inferior pellet, charged more per bag then their competitor w/o delivery. I had to switch my buying practices to purchasing in the fall for the winter ahead but paid less per bag and they delivered.

 

[Longstreet]

Thanks everyone,
I thought about buying a pallet jack, but more often than naught they deliver during the week when I'm at work, so I'd have to burn up a vacation day to be here. I guess I might not be having such a problem with this if they weren't so rude about it, and worked with me a little.
Jim

Do you really have to be there at time of delivery? Why cannot they just drop them on the driveway so you can move them when you get home? They couldn't be saying they won't even move them off the lift gate could they? That would be crazy.

Doesn't federal law stipulate that delivery drivers cannot be forced to move a customers freight after it's off the lift gate unless they are paid extra? Sounds like they are passing that fee along to you.

 

[moey]

His sock drawer is getting low he didnt sell as many pellets last year.

 

[English BoB]

Do you really have to be there at time of delivery? Why cannot they just drop them on the driveway so you can move them when you get home? They couldn't be saying they won't even move them off the lift gate could they? That would be crazy.

Doesn't federal law stipulate that delivery drivers cannot be forced to move a customers freight after it's off the lift gate unless they are paid extra? Sounds like they are passing that fee along to you.

Is that federal or union ?

bob

 

[SESZOO]

8 Yr. ago I purchased my P68 and my first 4 tons of pellets from a local dealer. Every year since I've gone back to them for my pellets. My stove is in my basement and my pellets are stored there also. I have double doors on my walk out basement, so delivery is easy. The driver brings a pallet jack with him, and as he slides each ton into the basement the pallet jack is used to move them out of the way. If I am home I'll move them, if not the driver moves them, and my wife always gives him $20 for his troubles. It honestly takes about 5 extra minutes to do this.

This year when I called to order my pellets I was told there was a $10 per ton fee to have them moved after they were set down. I said I'd make sure I was home and use the pallet jack to move them my self. I was told I was no longer allowed to use their pallet jack, the driver would have to do it.

I asked to speak to a manager and explained I was a loyal customer for 8yrs.,I said we took delivery at their convenience, when they had other deliveries in the area, and although other places charged less then their $85 delivery fee for a 30 mile trip, we always ordered from them. I told him this extra $40 seemed a bit much and asked him if he would work with me on this.

His reply was " with every mom and pop place selling pellets, they had to find ways to make money, and I could take it or leave it."

I told him I'd think about it and hung up the phone.

So what do you think? Does this seem a bit much, or are these extra fees the dealer keeps adding on the new norm?
Jim

Take it or leave it , If a rep. told me that I would leave them right there after 8 yrs. , Small business is built on coustomer service which a good word may go a long ways ,but a bad review goes a lot farther .. . I worked for 40 yrs . for a small company and we survived by the little things( customer service ) without giving away the farm .. Ther's a lot of other companies out there that will be happy to have your business instead of them .....

 

[bill3rail]

You did offer them the convenience of "when you are in the area", which saves them gas/time. You asked if they would work with you, and they said take it or leave it.

Loyalty works two ways! Loyalty to my customers is just as important as their loyalty to me. Loyalty is not common today!

If it costs me a few dollars to maintain a long term relationship than so be it. It still cost me nothing as compared to what I will sell.

Bill