Lampwork Etc.
 
AKDesign

LE Live Chat

Enter Live Chat

No users in chat




Beads of Courage


 

Go Back   Lampwork Etc. > The Mall > Customer Service Kiosk

Customer Service Kiosk -- Questions for LE vendors.

Reply
 
Thread Tools
  #1  
Old 2014-02-10, 6:31pm
hestias_hearth hestias_hearth is offline
Furball
 
Join Date: May 29, 2006
Location: Poconos
Posts: 93
Default Bad Service

Don't know exactly where to put this, but I need to share.
I wanted to share this with anyone who has ever bought from Art Glass House in Cocoa, FL. We went in there today for the first time. Me, looking for boro. My husband, fusible glass. We make jewelry and small tiles that fit in our 13 inch round kiln. All of their fusible glass is listed online in many sizes, but all they had was huge 30 X 46 pieces. When I asked about these smaller sizes, the guy working said he would cut them for a fee, which, whatever, I'll pay. It would take me 10 years to use a sheet that big. The guy then started getting very rude with us, saying "I can tell you are bargain bin people. Here's some scrap that's cheap. Don't look at this dichro, it's expensive, don't look at this sheet, it's expensive," all in a very condescending attitude, calling my husband "boss," and being very rude to us. We planned on dropping around $500 in the store, but after that, just turned around and walked out. I have never been treated like this at a glass shop ever, and we visit them all over the country when we travel, which is a good 250 days a year. Don't give them your business. They are not nice people. They took one look at us and wrote us off.
Reply With Quote
  #2  
Old 2014-02-10, 6:33pm
BeadBlossoms's Avatar
BeadBlossoms BeadBlossoms is offline
Queen Bee
 
Join Date: Oct 26, 2008
Location: Ellington, CT
Posts: 1,253
Default

Did you ask to speak to a manager or the owner when you were there? They really deserve an opportunity to discuss and rectify the situation, before anyone slams them publicly. Please give Ron Bearer a personal call - he will want to know about your bad experience. Their number is 321-631-4477, and ask for Ron personally. Or, you can reach him here on the list - R4GlassStudio. Ron owns the company, and they are known for good service.
__________________

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Donna


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Vintage & Contemporary Beads, Findings, Chains, Trinity Brass, Vintaj, Bead Tubing, Bobbins



To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Handmade Artist Lampwork Jewelry

Last edited by BeadBlossoms; 2014-02-10 at 6:43pm.
Reply With Quote
  #3  
Old 2014-02-10, 6:43pm
28676bhe 28676bhe is offline
Senior Member
 
Join Date: Apr 08, 2011
Location: NC
Posts: 1,687
Default

There is one guy there that has a off beat personality, and he apparently turned you both off. I just gave the attitude straight back to him, and it was fine. My problem was that they were totally out of the BE and Spectrum basic colors in fusible colors, so filling up a crate was really hard. I wound up with way more irid than I wanted. Oh, well, I won't have any shelf sticking problems!
__________________

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

Barbara
Reply With Quote
  #4  
Old 2014-02-10, 6:55pm
hestias_hearth hestias_hearth is offline
Furball
 
Join Date: May 29, 2006
Location: Poconos
Posts: 93
Default

I was in disbelief and walked out. I am sure the owner would have been nice, but if that is the owner's customer service frontman, nothing he could say would do it justice.
Reply With Quote
  #5  
Old 2014-02-10, 7:19pm
ROC's Avatar
ROC ROC is offline
Senior Member
 
Join Date: Sep 01, 2007
Location: Greenville, SC
Posts: 1,749
Default

Quote:
I was in disbelief and walked out. I am sure the owner would have been nice, but if that is the owner's customer service frontman, nothing he could say would do it justice.
But if Ron doesn't know there's a problem, how can he do anything to correct it? Ron and Rosio are both wonderful people and I'm sure they would want to be made aware of a customer's dissatisfaction.
__________________
~Rachel

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #6  
Old 2014-02-10, 7:43pm
SharonP's Avatar
SharonP SharonP is offline
Flame Dames Rule!
 
Join Date: Jul 12, 2005
Location: Alameda, CA
Posts: 2,749
Default

Please do contact Ron - he's big into customer service.
__________________

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

Sharon Peters
New Bead Display Stands Available - pm me!

Specializing in Critters and Puns and other Cool Stuff...

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #7  
Old 2014-02-10, 10:15pm
Eileen's Avatar
Eileen Eileen is offline
Loving learning
 
Join Date: Oct 11, 2010
Location: Florida
Posts: 11,428
Default

I have been there several times, and can't wait to go back.
I'm sorry you had a bad experience, and I'm sure Ron would have wanted to know.
__________________
My current "hot" fantasy involves a senior discount on glass & tools!
Reply With Quote
  #8  
Old 2014-02-11, 5:12am
istandalone24/7's Avatar
istandalone24/7 istandalone24/7 is offline
Senior Member
 
Join Date: Mar 14, 2012
Location: Bennington, VT
Posts: 1,770
Default

call Ron or Rocio. they WILL make it right. this i know for a fact.

but please don't just "let it go". They need to know that their cohorts are scaring customers away.
__________________
now i've got a Mirage
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #9  
Old 2014-02-11, 9:04am
Elizabeth Beads's Avatar
Elizabeth Beads Elizabeth Beads is offline
Lampworkaholic!
 
Join Date: Apr 22, 2008
Location: Cornelius, NC - because weather
Posts: 5,157
Default

I had a very good experience there. I only spent about $100 but I spent at least an hour hand picking the rods, and the staff was very patient. Ron came out and chatted with us. I think Jesse was the name of the man who was helping me, and he could not have been nicer.

I'm sorry that your experience wasn't good. I hope you call and give Ron a chance to respond.
__________________

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
~~
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
~~
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
~~
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
~~
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
~~
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
~~
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

"And all will turn to silver glass, a light on the water, grey ships pass into the west." Annie Lennox
Reply With Quote
  #10  
Old 2014-02-11, 10:18am
Lorraine Chandler's Avatar
Lorraine Chandler Lorraine Chandler is offline
Salt Box Beads
 
Join Date: Oct 23, 2005
Location: Heading to Paradise
Posts: 4,141
Default

Quote:
I was in disbelief and walked out. I am sure the owner would have been nice, but if that is the owner's customer service frontman, nothing he could say would do it justice.
This is not a good attitude. Mistakes are made by everyone at one time or another including you. This attitude is a mistake. You are basically saying you don't care what everyone on LE is saying, you don't care what Ron or Rocio will say or do to make it right.

I think I would like to hear what the other person involved in this has to say. There may be a lot more you are not telling us. You come across as very rigid.
To view links or images in this forum your post count must be 1 or greater. You currently have 0 posts.
Reply With Quote
  #11  
Old 2014-02-11, 10:29am
KJohn's Avatar
KJohn KJohn is offline
Slogan Challenged...
 
Join Date: Mar 21, 2009
Location: Mesa, Arizona
Posts: 5,359
Default

No, she comes across as realistic. If she didn't know anyone on LE, there would be no reason for anyone to try to make it "better." It still happened, and that was an experience that could happen to anyone walking in. Who cares what the owners say, later?

They choose to have that type of staff, and that attitude doesn't happen overnight. How is that an innocent mistake? Most customers really won't tell you about their poor treatment, but they will sure tell their friends. That is what is happening here. She has a right to do that.

Lorraine, I am disappointed that you chose to insult her! Everyone else is offering support and suggestions to contact them. She probably didn't know it was an option. It's something that's up to her. They can surely read this thread!
__________________
Kristin ~

Facebook:
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

Etsy:
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #12  
Old 2014-02-11, 1:16pm
silverlilly1 silverlilly1 is offline
42
 
Join Date: Mar 07, 2012
Location: Southwestern Ontario
Posts: 773
Default

Please just stop the infighting. You've all said your bits, the op will decide to do what she will. Condemning her will make her unwilling to talk to people again about other things, and condemning each other is just pointless.
__________________
Melissa

Facebook:
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

Website:
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


Free Lampwork and Jewelry Tutorials, with easy searching, prominent linkage to your shop or site, and rotating featured tutorials:
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #13  
Old 2014-02-11, 2:57pm
Tillie's Avatar
Tillie Tillie is offline
Miata and Sunshine! Yay!
 
Join Date: Aug 19, 2007
Location: Lower left coast of FL
Posts: 1,621
Default

I've been there quite a few times and, while one of the staff is a bit 'not abrasive, but kinda', I will continue to go back and to order from them. Ron and Rocio are two of the finest people there are. Maybe the staff the OP spoke to had something traumatic going on in their life that day and was trying to get their work finished so they could leave...I've never, ever had anyone be downright rude to me in that store. Please call them and talk to Ron or Rocio. They WILL make it right for you, if humanly possible.
__________________
I have enough money to last me for the rest of my life.....unless I buy something.
RED Mega Minor on Bulk propane and 2 5lpm oxycons waaaay high up in the mountains of SW Florida
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.

Contributing member of the EPIC FLOUNCE thread 2013
Proud member of YOU PEOPLE thread.
Reply With Quote
  #14  
Old 2014-02-11, 3:15pm
hestias_hearth hestias_hearth is offline
Furball
 
Join Date: May 29, 2006
Location: Poconos
Posts: 93
Default

Quote:

You come across as very rigid.
To view links or images in this forum your post count must be 1 or greater. You currently have 0 posts.
Love it. And what do you sound like? You can call me rigid, but let me tell you, I am sparklicous and blow like the breeze. Rigid is never a word anyone has called me.

I don't want to fight. All I did was share what happened to me there, and in the age of the internet, any store that has employees like this should realize how fast and furious bad service stories can spread, and I am sure by what I have heard on other boards, Ron already knows what this employee is like.

Hey, this is America. I am free to walk out and go spend my money anywhere I want, and in this economy, I would expect better. I didn't want to stay around any longer waiting for an apology and then feel obligated to spend money in a store where I already felt unwelcome.
Reply With Quote
  #15  
Old 2014-02-11, 4:25pm
ROC's Avatar
ROC ROC is offline
Senior Member
 
Join Date: Sep 01, 2007
Location: Greenville, SC
Posts: 1,749
Default

Quote:
Love it. And what do you sound like? You can call me rigid, but let me tell you, I am sparklicous and blow like the breeze. Rigid is never a word anyone has called me.

I don't want to fight. All I did was share what happened to me there, and in the age of the internet, any store that has employees like this should realize how fast and furious bad service stories can spread, and I am sure by what I have heard on other boards, Ron already knows what this employee is like.

Hey, this is America. I am free to walk out and go spend my money anywhere I want, and in this economy, I would expect better. I didn't want to stay around any longer waiting for an apology and then feel obligated to spend money in a store where I already felt unwelcome.
As is your prerogative. Let me ask you this. If this were your store, how would you want the customer to handle it?
__________________
~Rachel

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #16  
Old 2014-02-11, 4:42pm
hestias_hearth hestias_hearth is offline
Furball
 
Join Date: May 29, 2006
Location: Poconos
Posts: 93
Default

I have a small business and know the importance of customer service, and would never put a person like this on the floor.
Reply With Quote
  #17  
Old 2014-02-11, 6:24pm
R4GlassStudio R4GlassStudio is offline
Senior Member
 
Join Date: Aug 04, 2005
Posts: 2,198
Default

Thank you to everyone who has taken the time to post feedback. I would also like to thank those who sent me PMs and emails letting me know there was a customer service issue.
The customer is always right..... and in this case, it is more than true.
Our store has been going through changes and the open to the public side is something new for us. Customers come in and buy full sheets (24x48") as a standard. We cut sheets in half for shipping and "now" when customer don't require a full sheet. It is true, there is a cut charge, but what that really means is there is a price increase for less than full sheets. Do remember that our prices even at that level will still be very low. Boro customers enjoy a 20%+ discount even when buying one rod. I am just filling in the background a little.
More important, back to the service. The person who helped you is not the primary service rep for instore customers. I will review every part of your service experience with him personally. I completely agree that the chosen words and phrases were inappropriate and rude. This will be addressed and solved.
Again, I thank you for taking the time to post about this experience. All too often, an upset customer could simply leave. Even though they may be quiet, the poor service would continue and more damage would be done. This feedback, while sad to hear, is important to me.
I am truly sorry for the service you were provided.
Ron Bearer
Reply With Quote
  #18  
Old 2014-02-11, 11:25pm
suzee's Avatar
suzee suzee is offline
Cat Servant
 
Join Date: Jun 14, 2005
Location: Kaslo, BC
Posts: 126
Default

You're a class act Ron.

Peace,
Suz
Reply With Quote
  #19  
Old 2014-02-11, 11:32pm
VivianLampwork's Avatar
VivianLampwork VivianLampwork is offline
http://youtu.be/nGt9jAkWi
 
Join Date: Oct 23, 2005
Location: Cullman, Alabama
Posts: 2,838
Default

I agree
To view links or images in this forum your post count must be 1 or greater. You currently have 0 posts.


Quote:
You're a class act Ron.

Peace,
Suz
__________________

Vivian


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
-
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #20  
Old 2014-02-12, 4:13am
istandalone24/7's Avatar
istandalone24/7 istandalone24/7 is offline
Senior Member
 
Join Date: Mar 14, 2012
Location: Bennington, VT
Posts: 1,770
Default

Ron is the MAN. i love art glass house!
__________________
now i've got a Mirage
To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #21  
Old 2014-02-12, 5:43am
kandice's Avatar
kandice kandice is offline
Senior Member
 
Join Date: Jun 20, 2005
Location: foothills east of Seattle
Posts: 2,739
Default

See, now that's a great reply! Classy, non-confrontational, a great explanation and really trying his best to solve a problem. Excellent customer service, in my view. Makes me want to do more business with Ron.
__________________

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #22  
Old 2014-02-12, 7:35am
Angie09 Angie09 is offline
Angie09
 
Join Date: Aug 06, 2009
Posts: 1,787
Default

Exactly what ^^^^^^^^^ she said! Love my Art Glass House!
Reply With Quote
  #23  
Old 2014-02-12, 8:23am
Eileen's Avatar
Eileen Eileen is offline
Loving learning
 
Join Date: Oct 11, 2010
Location: Florida
Posts: 11,428
Default

Exactly what I was thinking!
__________________
My current "hot" fantasy involves a senior discount on glass & tools!
Reply With Quote
  #24  
Old 2014-02-12, 11:23am
demcc2's Avatar
demcc2 demcc2 is offline
Senior Member
 
Join Date: May 11, 2009
Location: Massachusetts...I95 south...before Rhode Island
Posts: 2,006
Default

QUOTE=kandice;4530544]See, now that's a great reply! Classy, non-confrontational, a great explanation and really trying his best to solve a problem. Excellent customer service, in my view. Makes me want to do more business with Ron.[/quote]


and makes me want to START doing business with Ron (other than my tutrorial)
To view links or images in this forum your post count must be 1 or greater. You currently have 0 posts.


Duane
__________________
ETSY SHOP IS NOW OPEN

To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
REVAMPED WEBSITE NOW OPEN


To view links or images in signatures your post count must be 5 or greater. You currently have 0 posts.
Reply With Quote
  #25  
Old 2014-02-12, 3:59pm
Diane Gates Diane Gates is offline
Senior Member
 
Join Date: Sep 09, 2005
Location: Merritt Island, Florida
Posts: 127
Default

I have been a happy customer of the Art Glass House for probably 15 years or more. I love the Bearer family and this was an unusual circumstance. I am happy that Ron had a chance to respond. Class act - just like the rest of his family.
Reply With Quote
  #26  
Old 2014-04-17, 12:30pm
glassshack glassshack is offline
Senior Member
 
Join Date: Oct 12, 2009
Location: Surfside Beach, South Carolina
Posts: 98
Default

Quote:
No, she comes across as realistic. If she didn't know anyone on LE, there would be no reason for anyone to try to make it "better." It still happened, and that was an experience that could happen to anyone walking in. Who cares what the owners say, later?

They choose to have that type of staff, and that attitude doesn't happen overnight. How is that an innocent mistake? Most customers really won't tell you about their poor treatment, but they will sure tell their friends. That is what is happening here. She has a right to do that.

Lorraine, I am disappointed that you chose to insult her! Everyone else is offering support and suggestions to contact them. She probably didn't know it was an option. It's something that's up to her. They can surely read this thread!


To view links or images in this forum your post count must be 1 or greater. You currently have 0 posts.
__________________
~ Temet Nosce ~
Reply With Quote
Reply


Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Forum Jump




All times are GMT -7. The time now is 1:32am.


Powered by vBulletin® Version 3.7.5
Copyright ©2000 - 2020, Jelsoft Enterprises Ltd.
Your IP: 34.204.187.106