I want to get this off my chest and hopefully help to prevent anyone else from running into the wall I seem to have hit. I recently ordered some T-bolts from SailNet, 2 Left and 2 Right hand. I received 4 Right hand. When I tried to contact them I left several messages but never got a return call. I finally did reach someone (by sitting on the phone for 30 minutes going from the main automated greeting to the sales extention and back). I was told they would send the replacements with a label to return the ones I received in error. After about 2 weeks I had not received the replacments and tried contacting them agian. Again, I left messages with no calls returned. I again set on the phone for an extended period and finally got a hold of the guy I had spoke to previously. He assured me they would send the replacements. That was over a week ago. As yet I have not received the replacements but yesterday I did receive a shipping label to send back the ones I have. Their phone lines now tell you not to leave a message but to instead send an email to jmilligan@sailnet.com. I have sent him and customer service several emails (see below) but again they do not respond. SailNet used to be a good place to get parts. They were fairly priced and had good customer service. They have apparently changed ownership (around the end of last year) and the customer service has gone to pot. Buyer beware! Guess I'll have to buy my T-bolts from Defender. <-----Emails sent to SailNet J. I sent you an email earlier today concerning the above listed order number (please see below). When I got home this afternoon I found in my mailbox an envelope from SailNet that contained a UPS shipping label to send back the 2 T-bolts that I received in error. Unfortunately the replacement T-bolts were not with the label! I'm not going to send back the 2 I have until I receive the replacements. I must make a note: The service that I have received in regards to this purchas has been terrible. It is next to impossible to reach anyone at SailNet by phone. The messages I have left, both at the sales and customer service lines, have gone totally unanswered. After having talked to several of my sailing buddies and posted this experience on a sailing email list that I am on, I have come to the understanding that this is becoming common. When I first used SailNet last year I received good products at fair prices with good customer service. That has obviously changed. Someone did mention that your company has changed ownership recently. Is there some growing pains that this is causing? Has SailNet expanded its business or reduced its workforce to a point where the service is being badly affected? I do hope for SailNet's sake that this is quickly fixed because there are too many other places to get the same products and the same fair prices and those places have good service. I look forward to hearing from you with regards to my replacement T-bolts and your service issues. Mike A. ~~~_/)~~~ -------------- Forwarded Message: -------------- From: xxxxxxxxxxxxxxxxxxxx To: jmilligan@sailnet.com Subject: T-bolt replacements... Date: Wed, 13 Jul 2005 15:20:56 +0000 Mr Milligan, I had ordered 4 T-bolts almost a month ago. I ordered 2 right hand and 2 left hand. What I received was 4 right hand (the thread is a standard right tight/left loosen). I have called and spoken with someone there (I can't remember the name but it may have been you) on two separate occasions. I was told that you all would ship me the 2 left hand bolts with a postage paid label to return the wrong parts. As yet I have not received these replacements. I need to get those T-bolts so I can set up my boat. I don't have the order number handy because I am at work but my phone number and address are listed below. Hopefully you can look up the order with that information. If not let me know and I will send you more information when I can. I appreciate you attention to this situation. Mike A. P.S. I have been having a lot of difficulty reaching anyone at your company concerning this and other issues. Leaving messages doesn't result in any return calls. As you know customer service is a vital part of why most of us return to a particular company for parts and services. I hope that this situation will soon be remedied.
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I do not business with Sailnet
They are the worst. I'd rather pay more than buy from them. It is a same!
They are the worst. I'd rather pay more than buy from them. It is a same!
New Ownership
I didn't know they changed ownwership. Been buying from them for years and was always pleased with the service. Just purchased the DVD "Sailing In Heavy Weather" last week and received it 3 days later. Guess I got lucky. If they changed owners they have a hard act to follow, I liked doing business with them rather than West Marine.
I didn't know they changed ownwership. Been buying from them for years and was always pleased with the service. Just purchased the DVD "Sailing In Heavy Weather" last week and received it 3 days later. Guess I got lucky. If they changed owners they have a hard act to follow, I liked doing business with them rather than West Marine.
No Way...
since SailNet change ownership, I too have noticed a change for the worst. Customer service has gone down. Failed to process an order, yet charged my card (they did fix the problem and credited my card at once). I will not do business with them again. Many other discount dealers to select from. Shop around. Try Defender.
since SailNet change ownership, I too have noticed a change for the worst. Customer service has gone down. Failed to process an order, yet charged my card (they did fix the problem and credited my card at once). I will not do business with them again. Many other discount dealers to select from. Shop around. Try Defender.
Ownership Change??
I do not know what happened with the ownership change, but I know it was rapid and without explanation. It all seemed a little mysterious. I have noted that Sailnet is definitely less personable on its postings and email anouncements. It has lost the support the community orientation it had up to the ownership change. GoodWinds Dave M s/v DAMWEGAS
I do not know what happened with the ownership change, but I know it was rapid and without explanation. It all seemed a little mysterious. I have noted that Sailnet is definitely less personable on its postings and email anouncements. It has lost the support the community orientation it had up to the ownership change. GoodWinds Dave M s/v DAMWEGAS
I have a whole stack of receipts from them. Bummer
They were great for rebuilding our boat. No sales tax and free shipping. The free shipping went away. Not strange. But I'm sorry to hear that the business was sold. I've noted over the years that that means one thing; higher prices. And look what happened to West Marine when they went public. They had a huge cash infusion so they could build stores and buy out the competition. But how many of us shop there if we had a choice? The new owners of Sailnet have to pay off leverage used to buy the company. Operational expenses get pared down. Things like 'real people to talk to' and 'customer service personnel'. Looks like another company will soon bite the dust.
They were great for rebuilding our boat. No sales tax and free shipping. The free shipping went away. Not strange. But I'm sorry to hear that the business was sold. I've noted over the years that that means one thing; higher prices. And look what happened to West Marine when they went public. They had a huge cash infusion so they could build stores and buy out the competition. But how many of us shop there if we had a choice? The new owners of Sailnet have to pay off leverage used to buy the company. Operational expenses get pared down. Things like 'real people to talk to' and 'customer service personnel'. Looks like another company will soon bite the dust.
What about their articles
and since the ownership change - what happened to the daily sailnet articles....used to be a favorite pastime over lunch at my desk. They update now 1x per month at best!
and since the ownership change - what happened to the daily sailnet articles....used to be a favorite pastime over lunch at my desk. They update now 1x per month at best!
I'm Having The Same Problem
Wow! I thought I was just having a problem getting a hold of them. I ljust bought a part from Sailnet on June 19th, and it was delivered within 10 days. I ordered another part on July 1st and it hasn't even been processed yet. I tried calling customer service a half a dozen times but get the same voicemail and can't leave any messages because it's full. When I call the sales department, the voicemail says to write to the email address given and then says not to leave any messages. I'll wait to see how long it will take to get some kind of reply. I only hope someone in management gets a hold of this thread; once they lose me as a customer this way, they won't get me back. I'll tell any one who is thinging about doing business with them to be forewarned too. In the meantime, I'll pay more by going somewhere else, but at least I'll get the part I need.
Wow! I thought I was just having a problem getting a hold of them. I ljust bought a part from Sailnet on June 19th, and it was delivered within 10 days. I ordered another part on July 1st and it hasn't even been processed yet. I tried calling customer service a half a dozen times but get the same voicemail and can't leave any messages because it's full. When I call the sales department, the voicemail says to write to the email address given and then says not to leave any messages. I'll wait to see how long it will take to get some kind of reply. I only hope someone in management gets a hold of this thread; once they lose me as a customer this way, they won't get me back. I'll tell any one who is thinging about doing business with them to be forewarned too. In the meantime, I'll pay more by going somewhere else, but at least I'll get the part I need.
First bad transaction with Sailnet this week
I received an email from Sailnet last week announcing a big sail. I was looking for a specific part. I found a 2 1/4" bail for $17.50 on clearance......great. Half price from what I could find on West marine. As long as I was paying shipping for the one item I added some small ($2.00 each hooks)to the order......when the ship notification came in there was no mention of the main item. Received a shipment of $8 worth of hooks with an $11 shipping charge. They have my phone number on record.....wouldn't take a brain surgeon to deduce call the guy if the big item is out of stock and confirm he wants to pay $11 to ship $8 worth of hooks he can find at the hardware store. This thread leads me to believe I'm going to have a struggle getting this "made right". This is my first order since new ownership. Ken
I received an email from Sailnet last week announcing a big sail. I was looking for a specific part. I found a 2 1/4" bail for $17.50 on clearance......great. Half price from what I could find on West marine. As long as I was paying shipping for the one item I added some small ($2.00 each hooks)to the order......when the ship notification came in there was no mention of the main item. Received a shipment of $8 worth of hooks with an $11 shipping charge. They have my phone number on record.....wouldn't take a brain surgeon to deduce call the guy if the big item is out of stock and confirm he wants to pay $11 to ship $8 worth of hooks he can find at the hardware store. This thread leads me to believe I'm going to have a struggle getting this "made right". This is my first order since new ownership. Ken
YES they are BAD
I ordered from them once a few months ago. Bad idea. Items out of stock, expensive shipping, they double billed my credit card. But the worst is that I am now getting SPAM on my e-mail account.. maybe it was just a coincidence but... Gary
I ordered from them once a few months ago. Bad idea. Items out of stock, expensive shipping, they double billed my credit card. But the worst is that I am now getting SPAM on my e-mail account.. maybe it was just a coincidence but... Gary
As we say in Washington, DC...
...there are no penalties for piling on! I have tried to use Sailnet on a couple of occasions and it has been a disaster. Fool me twice, shame on me. I've received the wrong merchandise, or no merchandise - and been charged. I've ordered well in advance of week-long trips and have had to go without what I needed. It seems from these postings Sailnet's days are numbered....
...there are no penalties for piling on! I have tried to use Sailnet on a couple of occasions and it has been a disaster. Fool me twice, shame on me. I've received the wrong merchandise, or no merchandise - and been charged. I've ordered well in advance of week-long trips and have had to go without what I needed. It seems from these postings Sailnet's days are numbered....
Mixed Results
Over the past couple of months I've ordered several items and experienced mixed results with both the delivery and customer service. When they are good they are very good, when they are bad well... I ordered a gold bracelet in late May hoping for an early June delivery. Several days after placing the order I called customer support to determine the status as the web interface was still indicating "processing" and I had not received an email. I got right through to a pleasant lady who informed me that they were expecting a shipment of bracelets that very week so it would ship soon. Well it didn't. As the weeks went by I experienced more difficulties in contacting anyone at SailNet about the status of my purchase. It appears as though they were in the process of revamping their customer support processes and some of us got caught up in it. They did finally ship the bracelet, in late July. My second problem occurred recently with an order I placed for a closeout item. I received an email that indicated they had one item in stock and had accepted my order. Four days later I received another email informing me that the order had been cancelled. I am going to give them the benefit of the doubt for now and chalk it up to some organizational and business process changes. Probably my biggest beef with them is their lack of communication when there is a problem with the order. I had to call them weekly regarding the status of my bracelet order. I believe the hallmark of good customer support is being proactive in keeping the customer informed, especially when you are doing business over the internet.
Over the past couple of months I've ordered several items and experienced mixed results with both the delivery and customer service. When they are good they are very good, when they are bad well... I ordered a gold bracelet in late May hoping for an early June delivery. Several days after placing the order I called customer support to determine the status as the web interface was still indicating "processing" and I had not received an email. I got right through to a pleasant lady who informed me that they were expecting a shipment of bracelets that very week so it would ship soon. Well it didn't. As the weeks went by I experienced more difficulties in contacting anyone at SailNet about the status of my purchase. It appears as though they were in the process of revamping their customer support processes and some of us got caught up in it. They did finally ship the bracelet, in late July. My second problem occurred recently with an order I placed for a closeout item. I received an email that indicated they had one item in stock and had accepted my order. Four days later I received another email informing me that the order had been cancelled. I am going to give them the benefit of the doubt for now and chalk it up to some organizational and business process changes. Probably my biggest beef with them is their lack of communication when there is a problem with the order. I had to call them weekly regarding the status of my bracelet order. I believe the hallmark of good customer support is being proactive in keeping the customer informed, especially when you are doing business over the internet.
mike a. and company................
your point is taken with me, i will not order from sailnet. i appreaciate the honesty in your posts and did not notice any rebuttals!! if i managed an online sail business (i.e. sailnet, raymarine etc. ) i certainly would monitor this and other popular boards, mike
your point is taken with me, i will not order from sailnet. i appreaciate the honesty in your posts and did not notice any rebuttals!! if i managed an online sail business (i.e. sailnet, raymarine etc. ) i certainly would monitor this and other popular boards, mike
Same thing but.......
I too ordered from Sailnet a few months ago and experienced problems. I ordered an AutoRelease cleat and when it did not show up after several days I followed up with them. The guy answering the phone in customer service is a joke. He could not figure anything out so he was going to call me back. Never did. I calle again and he told me that DHL could not find my house so the package was coming back to him and he will turn it around overnight on a different carrier. As expected no package showed up for the next few days. I called them back and demanded to talk to the president(owner?). Surprisingly he did take my call and told me he would take care of it immediately. The next day my part showed up as well as two T-shirts and some key rings. Interestingly the president told me that if I needed anything in the future, to contact him directly! I guess the morale of the story is that I was lucky I always managed to talk to somebody when I called, they did eventually make it right and attempted to compensate me for their slackness. But why do they have a cusotmer service guy if I am supposed to call the prez???!!!
I too ordered from Sailnet a few months ago and experienced problems. I ordered an AutoRelease cleat and when it did not show up after several days I followed up with them. The guy answering the phone in customer service is a joke. He could not figure anything out so he was going to call me back. Never did. I calle again and he told me that DHL could not find my house so the package was coming back to him and he will turn it around overnight on a different carrier. As expected no package showed up for the next few days. I called them back and demanded to talk to the president(owner?). Surprisingly he did take my call and told me he would take care of it immediately. The next day my part showed up as well as two T-shirts and some key rings. Interestingly the president told me that if I needed anything in the future, to contact him directly! I guess the morale of the story is that I was lucky I always managed to talk to somebody when I called, they did eventually make it right and attempted to compensate me for their slackness. But why do they have a cusotmer service guy if I am supposed to call the prez???!!!
Problem here too!
I ordered a SOSpenders life jacket with harness 2 weeks ago. I received the jacket no problem, but Sailnet's ad said two CO2 cartridges were included with the jacket. When I only received one cartridge, I inquired on what the story was about the 2nd cartridge. So far after two contacts by e-mail to customer service I have received no reply. However, I notice in the past week since the first e-mail I sent, they have removed all SOSpenders from their site, and it says item currently not available. My next step was to try and call them, but now after seeing these other problems, I don't know about that either. Prior to the new owners I never had a problem with any order. My understanding (not sure of it) is that the prior owners had sold the business to cruise full time. And I too miss the featured stories being on a daily basis rather than once every one or two months! I may very soon be looking for another source for my sail needs if they can't at least repsond to my problem! Alan
I ordered a SOSpenders life jacket with harness 2 weeks ago. I received the jacket no problem, but Sailnet's ad said two CO2 cartridges were included with the jacket. When I only received one cartridge, I inquired on what the story was about the 2nd cartridge. So far after two contacts by e-mail to customer service I have received no reply. However, I notice in the past week since the first e-mail I sent, they have removed all SOSpenders from their site, and it says item currently not available. My next step was to try and call them, but now after seeing these other problems, I don't know about that either. Prior to the new owners I never had a problem with any order. My understanding (not sure of it) is that the prior owners had sold the business to cruise full time. And I too miss the featured stories being on a daily basis rather than once every one or two months! I may very soon be looking for another source for my sail needs if they can't at least repsond to my problem! Alan
Defender
I have no experience with SailNet but have ordered several items from Defender up in CT this season and all I can say is wow. I ordered a Wale Gusher Pump on the evening of 7/11 and received the part 7/13. My local West Marine had the part on the shelf (very dirty box, must have been there for years) scanned price was $100.00, I tried to make a deal but no dice. went on line to Defender, same part $66.48 plus $6.50 for freight and no tax. Can't beat the price or the service. I had a similar experience earlier in the season. I'm hooked.
I have no experience with SailNet but have ordered several items from Defender up in CT this season and all I can say is wow. I ordered a Wale Gusher Pump on the evening of 7/11 and received the part 7/13. My local West Marine had the part on the shelf (very dirty box, must have been there for years) scanned price was $100.00, I tried to make a deal but no dice. went on line to Defender, same part $66.48 plus $6.50 for freight and no tax. Can't beat the price or the service. I had a similar experience earlier in the season. I'm hooked.
Clarification
Ownership did not change, the company was not recently sold or merged. To my knowledge the ownership group has been basically the same for some time. However, they did make a management change, bringing on a new CEO. One point I'll make is this; don't be too hard on a marine retailer for making a mistake this time of year. Everybody buys at once, items go out of stock, volume is high, errors happen. They happen to everyone. Yes, even Defender.
Be sure to note how a company recovers from an error. That may the best indication of their service.
Ownership did not change, the company was not recently sold or merged. To my knowledge the ownership group has been basically the same for some time. However, they did make a management change, bringing on a new CEO. One point I'll make is this; don't be too hard on a marine retailer for making a mistake this time of year. Everybody buys at once, items go out of stock, volume is high, errors happen. They happen to everyone. Yes, even Defender.
Be sure to note how a company recovers from an error. That may the best indication of their service.
Sailnet is one of my major sources....
I work on my boat mostly in the winter but often buy parts for working on other boats during the summer. I have never waited more than a week for an order to arrive lest one. I ordered a Guest charger and it took about 4 months to show up. A weekly call to Sailnet verified that it was a no stock agreement with Guest. The boat was not going in the water so I waited. Sailnet does not stock all items. They have agreements with manufacturers to send the product that is ordered right from the factory. Sailnet is a good organization. Order by phone ( my cell phone charges by the minute wether local or long distance and humans are great to work with!Also you know whom (always get a name and order#) to call back if things go wrong, and get specifics on each item ordered. If something is on back order ask them to cancel it and buy it someplace else. They have served me well and I still think they are a reasonable deal. Shipping is shipping and if you can group your buys, go for the shipping price breaks. It is not fair to beat a company down because they don't meet your expectations. Name some other mailorder places and I bet you get the same negative response. Mike, if it was important to you why would you not have the order #? Do you not think this would make it easier to locate the problem. They are busy and to have to guess as to which order it is wouldtake time from other orders being processed. Internet is quick but shipping is slow. If you want to pay for next day, I think you may be happier with thier service and any other mail order house. r.w.landau
I work on my boat mostly in the winter but often buy parts for working on other boats during the summer. I have never waited more than a week for an order to arrive lest one. I ordered a Guest charger and it took about 4 months to show up. A weekly call to Sailnet verified that it was a no stock agreement with Guest. The boat was not going in the water so I waited. Sailnet does not stock all items. They have agreements with manufacturers to send the product that is ordered right from the factory. Sailnet is a good organization. Order by phone ( my cell phone charges by the minute wether local or long distance and humans are great to work with!Also you know whom (always get a name and order#) to call back if things go wrong, and get specifics on each item ordered. If something is on back order ask them to cancel it and buy it someplace else. They have served me well and I still think they are a reasonable deal. Shipping is shipping and if you can group your buys, go for the shipping price breaks. It is not fair to beat a company down because they don't meet your expectations. Name some other mailorder places and I bet you get the same negative response. Mike, if it was important to you why would you not have the order #? Do you not think this would make it easier to locate the problem. They are busy and to have to guess as to which order it is wouldtake time from other orders being processed. Internet is quick but shipping is slow. If you want to pay for next day, I think you may be happier with thier service and any other mail order house. r.w.landau
I've still not heard from SailNet...
Denis, if you still have the number for the president of the company I would be greatful to have it. Phil, I agree that mistakes happen. I'm not upset at getting the wrong part. What I don't like is that they aren't trying to fix it. R.W. As for my order number. If you would look at the second email I sent it references that the number was included (it was in the subject line). I didn't have it when I sent the first email because I was at work and the invoice was at home. As for calling SailNet and placing orders over the phone, good luck. No one is answering any of their lines, Sales or Customer Service. Hell, I even tried the rigging and Air Force Sails lines and couldn't get anyone. I even tried to navigate through their directory and could not get an answer that way either. No one is answering their phones or responding to emails. If you can get in touch with anyone there please let me know and forward the number you are using to reach them. When I first used SailNet last year I was happy with them. I got the parts I ordered. When I had question I could reach someone who could answer those question. Now it is a completely different story. I won't be buying from them anymore and I will discourage anyone else from doing business with them. And for the record, I'm not beating them up because they don't meet my expectation. My expectation is that I receive what I ordered. That didn't happen, and I'm OK with that as long as the company makes the effort to make it right. THEY are not doing that!
Denis, if you still have the number for the president of the company I would be greatful to have it. Phil, I agree that mistakes happen. I'm not upset at getting the wrong part. What I don't like is that they aren't trying to fix it. R.W. As for my order number. If you would look at the second email I sent it references that the number was included (it was in the subject line). I didn't have it when I sent the first email because I was at work and the invoice was at home. As for calling SailNet and placing orders over the phone, good luck. No one is answering any of their lines, Sales or Customer Service. Hell, I even tried the rigging and Air Force Sails lines and couldn't get anyone. I even tried to navigate through their directory and could not get an answer that way either. No one is answering their phones or responding to emails. If you can get in touch with anyone there please let me know and forward the number you are using to reach them. When I first used SailNet last year I was happy with them. I got the parts I ordered. When I had question I could reach someone who could answer those question. Now it is a completely different story. I won't be buying from them anymore and I will discourage anyone else from doing business with them. And for the record, I'm not beating them up because they don't meet my expectation. My expectation is that I receive what I ordered. That didn't happen, and I'm OK with that as long as the company makes the effort to make it right. THEY are not doing that!
Mike A....
My apology. I phoned them and you are right things are jambed up there. They have been a good company in the past. I would order your bolts elsewhere and square up with Sailnet later. I would also give the company time to correct it's problems and try them again. Hopefully they will return to the company that they were. A small note: I ordered some lifeline stuff from a business (name withheld and not Sailnet, because Sailnet were the ones that bailed me out) and waited 4 weeks to find out (via e-mail) what I bought they could not provide. sorry r.w.landau
My apology. I phoned them and you are right things are jambed up there. They have been a good company in the past. I would order your bolts elsewhere and square up with Sailnet later. I would also give the company time to correct it's problems and try them again. Hopefully they will return to the company that they were. A small note: I ordered some lifeline stuff from a business (name withheld and not Sailnet, because Sailnet were the ones that bailed me out) and waited 4 weeks to find out (via e-mail) what I bought they could not provide. sorry r.w.landau
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