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Long Post Warning
I wanted to give my experience of a vendor who admins/runs the 6th gen bronco Parts and Accessories: Jarret Black of Darkmatter Designs. Sorry for the long post but I had to put it down into words tonight before the start of (hopefully) a great Spring Break with the family. I ordered Script badges from Darkmatter Designs through e-mail (the on-line site isn't up and running yet) on Feb 16th, at their request. Paid the invoice same day and everything. I LOVE to support small businesses over Big Box companies, and their products look really really great from what I can tell. . I waited 3 weeks, 21 days, to follow-up on my order (because: small business, give some grace) without any other contact from the vendor. I reached out on March 9th to let them know that I was following-up on my order to see if it had shipped yet or to get an update. I got a VERY prompt response saying that they found my order and it just needed some adhesive tape and it would be ready to ship. Great! I e-mailed back and asked if there'd be anyway to hold back the shipment so it wouldn't be delivered when I was out of town for 10 days (My house is a corner house and packages are very visible to incoming/outgoing traffic in my neighborhood). Again, quick reply back, letting me know they could do it and they asked if March 18th was good to mail it out. I replied back, yes that's great. I thought everything was perfectly fine and had a great experience so far, almost bought a second set for my buddy's ride but thought to get the first pair in and then order again. At the end of the day, I'm fine to wait longer to have my package safe, support small business, and get some sweet script badges for my ride. Flash forward to today (3/13) when I checked my e-mail and there is a reply to our thread that says "usps" and then a tracking number. Not a new e-mail (a reply to the e-mail chain from the original e-mail address). I just sent a quick e-mail asking if they just generated the number in advance (to ship on 18th as agreed)? Very simple and cordial message. Here's the reply, I was absolutely dumb founded...
Darkmatter Designs: Excuse me? We don’t create tracking numbers just because. That’s insulting
My response: We had a discussion about shipping my badges out on Friday the 18th since I was going to be out of town for 10 days. Do you recall ?
When I saw the tracking number I wasn’t sure if the number just generated but was still to be shipped out on the 18th per our discussion.
Not sure why you seemed so offended by my question. If there’s a problem, let me know. I’m extremely confused to say the least."
Darkmatter Designs reply: You didn’t speak to me so no I don’t recall. It was probably my front desk guy that I had to get rid of because of his mess-ups. So if your email says “front desk” it wasn’t me you spoke to at all."
There's more back and forth here (see screen grab of one of the last messages). Ultimately, believes he's in the right here because he shipped the product to me and that's all that matters, even though it's not what I worked out with a representative of his company. I am truly amazed by this dude's words, actions, and inability to be gracious. People use this platform here all the time to report dealership and their gross mark-ups and price gouging of consumers. Similarly, if small businesses treat consumers (behind closed doors) without respect and courtesy, they should be called out. Having a great product is only part of having a great business. If you can't act like a respectful human being to a customer, you should hire someone to do it for you and stay away from answering e-mails. #DoBetter
I wanted to give my experience of a vendor who admins/runs the 6th gen bronco Parts and Accessories: Jarret Black of Darkmatter Designs. Sorry for the long post but I had to put it down into words tonight before the start of (hopefully) a great Spring Break with the family. I ordered Script badges from Darkmatter Designs through e-mail (the on-line site isn't up and running yet) on Feb 16th, at their request. Paid the invoice same day and everything. I LOVE to support small businesses over Big Box companies, and their products look really really great from what I can tell. . I waited 3 weeks, 21 days, to follow-up on my order (because: small business, give some grace) without any other contact from the vendor. I reached out on March 9th to let them know that I was following-up on my order to see if it had shipped yet or to get an update. I got a VERY prompt response saying that they found my order and it just needed some adhesive tape and it would be ready to ship. Great! I e-mailed back and asked if there'd be anyway to hold back the shipment so it wouldn't be delivered when I was out of town for 10 days (My house is a corner house and packages are very visible to incoming/outgoing traffic in my neighborhood). Again, quick reply back, letting me know they could do it and they asked if March 18th was good to mail it out. I replied back, yes that's great. I thought everything was perfectly fine and had a great experience so far, almost bought a second set for my buddy's ride but thought to get the first pair in and then order again. At the end of the day, I'm fine to wait longer to have my package safe, support small business, and get some sweet script badges for my ride. Flash forward to today (3/13) when I checked my e-mail and there is a reply to our thread that says "usps" and then a tracking number. Not a new e-mail (a reply to the e-mail chain from the original e-mail address). I just sent a quick e-mail asking if they just generated the number in advance (to ship on 18th as agreed)? Very simple and cordial message. Here's the reply, I was absolutely dumb founded...
Darkmatter Designs: Excuse me? We don’t create tracking numbers just because. That’s insulting
My response: We had a discussion about shipping my badges out on Friday the 18th since I was going to be out of town for 10 days. Do you recall ?
When I saw the tracking number I wasn’t sure if the number just generated but was still to be shipped out on the 18th per our discussion.
Not sure why you seemed so offended by my question. If there’s a problem, let me know. I’m extremely confused to say the least."
Darkmatter Designs reply: You didn’t speak to me so no I don’t recall. It was probably my front desk guy that I had to get rid of because of his mess-ups. So if your email says “front desk” it wasn’t me you spoke to at all."
There's more back and forth here (see screen grab of one of the last messages). Ultimately, believes he's in the right here because he shipped the product to me and that's all that matters, even though it's not what I worked out with a representative of his company. I am truly amazed by this dude's words, actions, and inability to be gracious. People use this platform here all the time to report dealership and their gross mark-ups and price gouging of consumers. Similarly, if small businesses treat consumers (behind closed doors) without respect and courtesy, they should be called out. Having a great product is only part of having a great business. If you can't act like a respectful human being to a customer, you should hire someone to do it for you and stay away from answering e-mails. #DoBetter
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