standles
spending too much on rocks
Well all I got was a rock ... Cool!
Member since February 2021
Posts: 325 
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Post by standles on Mar 5, 2021 14:45:02 GMT -5
Well I went ahead and ordered my 8" cabber wheel set from JB. They emailed me the next day to inform me that the NOVA wheels I ordered were backordered 3-4 weeks . They did say they had thier branded SUPERNOVA wheels in stock and ready to ship immediately. I decided to give them a try. They shipped the 3 days later day but one nuisance is they required a delivery signature (I hate when acompany does that).
FEDEX just dropped off my package. Opened it up and they shipped all 6" wheels instead of the 8" wheels I ordered. Waiting to see how they want to fix this stupid mistake. I suggested overnight the correct items and send me a return label for the wrong items. If they give me much grief I will contest the charge on the card and let them take it from there.
Time will tell....
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Post by hummingbirdstones2 on Mar 5, 2021 18:33:15 GMT -5
Bummer! Everyone hates really looking forward to a shipment, then finding it's screwed up somehow. Good luck on the resolution... .
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standles
spending too much on rocks
Well all I got was a rock ... Cool!
Member since February 2021
Posts: 325
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Post by standles on Mar 6, 2021 8:34:56 GMT -5
Well they did not return my phone call nor answer my email about the issue but it seems they did ship the "correct" set out. All I got was a shipment notification from FEDEX that a shipment was inbound and delivery in 6 days.
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Post by hummingbirdstones on Mar 6, 2021 8:39:40 GMT -5
Well at least they did something. Their communication has a lot to be desired, though.  |
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standles
spending too much on rocks
Well all I got was a rock ... Cool!
Member since February 2021
Posts: 325
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Post by standles on Mar 6, 2021 11:02:11 GMT -5
Well at least they did something. Their communication has a lot to be desired, though. Yep. That's an understatement for sure. LOL |
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Post by rockjunquie on Mar 6, 2021 11:10:45 GMT -5
I had a lot of issues with them with communications, including on the phone. English is not their native language, so I wonder if that is part of it. Not an excuse, just wondering.
My last purchase with them, which I swore to never do again, but I couldn't get what I wanted elsewhere, went off surprisingly well.
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Fossilman
Cave Dweller 
Member since January 2009
Posts: 20,722
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Post by Fossilman on Mar 6, 2021 15:55:03 GMT -5
Many Companies out that that have dropped the ball (so to speak)... I only deal with the Rock Shed and Tony Funk anymore... Both are reliable and both communicate...
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standles
spending too much on rocks
Well all I got was a rock ... Cool!
Member since February 2021
Posts: 325
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Post by standles on Mar 16, 2021 7:19:17 GMT -5
So to end the saga.. The new wheels arrived and a return label was provided. I shipped the wrong wheels back and they were delivered according to tracking. I emailed called to confirm but no response.
Final opinion, I probably will use them as a last resort. While they did ship and make good the error the lack of any communication during the resolution was unacceptable to me. As for quality of the product that will have to wait for another post as I haven't tried them yet.
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Post by stardiamond on Mar 16, 2021 10:45:17 GMT -5
I haven't any problems with JB and never had to communicate with them. With other web purchases I have noticed two things; slower customer support response and reps with poor English skills. I try to be patient.
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Post by greig on Mar 16, 2021 11:01:17 GMT -5
I'd rather get the replacement product than a good communication, but silly of them when you don't get both. I won't attempt a joke about expecting 8" and getting 6".
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Post by Bob on Jul 6, 2021 14:51:54 GMT -5
I have dealt with JB a few times and am thinking of not doing so again. I tend to buy 100lbs or so of grit at a time. With the first order a year or more ago, I included a note to not process the order until shipping cost was confirmed, because there was some confusion about how much it would be according the their website vs the cart. They shipped anyway w/o confirming with me which didn't make me happy at all.
On April 17, I had another order for lots of large grit. They responded may be delayed until mid-June due to COVID or delays or something like that. I was fine with that, and said no problem. I inquired on June 4 as to how it was going, just to check. No response for three weeks. Inquired again on June 25 and got a response that due to port congestion might be available next week.
I cancelled the order and said the reason was lack of communication. I'm not upset but just feel twice is enough for me.
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Post by Toad on Jul 7, 2021 15:14:59 GMT -5
Price is right on their grit, but I'll take a pass - for me the customer service is more important.
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Tommy
Administrator 
Member since January 2013
Posts: 12,981
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Post by Tommy on Jul 9, 2021 12:15:42 GMT -5
I know that people on the forum have had successful purchase experiences with them but the majority opinion of which I am included is that they suck ass - mostly with customer service. Once was enough for me and I will never contact them again.
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Post by Peruano on Jul 10, 2021 20:59:50 GMT -5
I hear the complaints and I understand the frustration, . . . but I also realize that the JB establishment offers prices not usually found elsewhere and fills a niche in the lapidary community. If service trumps price, then shop elsewhere. If price, or the specific offering is important, then maybe you can try to accommodate the type of response times, and or quality issues that frustrate some of us. Lets just assume that nobody gains if JB go out of business. They offer things that are not universally available elsewhere and sometime for attractive prices.
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Post by rockjunquie on Jul 11, 2021 6:15:48 GMT -5
I hear the complaints and I understand the frustration, . . . but I also realize that the JB establishment offers prices not usually found elsewhere and fills a niche in the lapidary community. If service trumps price, then shop elsewhere. If price, or the specific offering is important, then maybe you can try to accommodate the type of response times, and or quality issues that frustrate some of us. Lets just assume that nobody gains if JB go out of business. They offer things that are not universally available elsewhere and sometime for attractive prices. That's very true. For instance, I don't know of anyone else resurfacing wheels. |
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Post by Rockoonz on Jul 11, 2021 11:11:50 GMT -5
My only experience with them has been at rock shows.
At the quartzsite powwow a few years ago, I got a few things from them. The guy taking the money was busy playing with his device, and he finally put it down to take my money like I was interfering with his valuable time.
I almost left my purchases on the table and walked away.
Wish I had, the 2 boxes of 330 epoxy I thought I was getting a great deal for turned out to be expired old lots that didn't harden.
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Post by stardiamond on Jul 15, 2021 11:30:54 GMT -5
I hear the complaints and I understand the frustration, . . . but I also realize that the JB establishment offers prices not usually found elsewhere and fills a niche in the lapidary community. If service trumps price, then shop elsewhere. If price, or the specific offering is important, then maybe you can try to accommodate the type of response times, and or quality issues that frustrate some of us. Lets just assume that nobody gains if JB go out of business. They offer things that are not universally available elsewhere and sometime for attractive prices. Many orders from them. One service issue. I bought two gallons of water additive and the cap was loose on one of them. No response to emails, so I called and got the issue resolved. They had updated their system with the issue but had not responded. During the pandemic customer support has been challenged for everyone so I was more understanding. Four more comments: 1. Large selection. 2. I like their soft wheels. 3. Shipping is high so I need to make larger orders. 4. I have been able to get the same items for less, but start my search at JB. |
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Post by Peruano on Jul 15, 2021 11:53:52 GMT -5
Thanks for the support on this viewpoint. And that is acknowledging it's from a person who is not hesitant to co.plain if warranted. I feel strongly that complaints should be taken to the bender where they might be resolved in short order rather than to the infernal (eternal) Web where they reverberate forever. Low profit margin can cause low staffing can result in unintentional delays. Culture, language, and diversity are a part of our nstions history and we should not expect everyone to look, act, or think like we do in business or social situations. Ok i'm off my podium.
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Post by knave on Sept 17, 2021 8:51:32 GMT -5
I just ordered a 280 soft supernova we will see.
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JR8675309
freely admits to licking rocks
Member since August 2019
Posts: 807
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Post by JR8675309 on Sept 17, 2021 16:51:11 GMT -5
So it sounds like I shouldn't buy diamond belts from JB even though they r 10 bucks cheaper...
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