Sailrite bad customer service/hot knife questions

[lovetorenovate]

Sailrite alternatives/hot knife questions

I was planning to spend all week re-doing my interior cushions so ordered a few supplies from Sailrite far in advance. Now that I've arrived to our home in Florida where the boat is located - I'm missing the hot knife from Sailrite. Really unfortunate, as it's one of the first things I need. I've asked for them to ship it expedited since they omitted it from my order - clearly an error on their part - and they are refusing without making me pay the additional shipping. I'm really surprised because I had every intention of ordering a dodger kit, bimini kit, sail pack kit, and several other high cost items but now I'm really reconsidering...

So, two questions... has anyone else experienced this poor customer service from Sailrite (I've seen generally good reviews here) - and how is the hot knife I can get from Harbor Freight in comparison? What are some alternatives to Sailrite for the items I need?

 

[Bad Obsession]

The HF hot knife I got was for cutting foam. It was a piece of crap.

 

[Apex]

Very surprising, Sailrite bases their whole business model on customer service.

 

[lovetorenovate]

my customer service experience - is this typical?

After about 5 emails, and a call to the supervisor (who was not there) and much cajoling to get the customer service person to call her boss, they are shipping 2 day - which still means I miss half the week. So I've got to say, I'm still disappointed in them. So... does anyone else sell dodger and bimini frames? I can sew so have no issue with doing my own canvas work.

 

[Stu Jackson]

Not fair to Sailrite

You didn't check the shipment when you got it?

And now you're blaming them?

Poor form.

 

[lovetorenovate]

Re: Sailrite alternatives/hot knife questions

I live in NC. I checked package status and it showed two packages had arrived - which I confirmed with my friend who was house sitting for me (a small box - which I assume would be thread and the knife) as well as a roll of fabric. They didn't ship the hot knife at all... that's poor form. I think when someone orders an item, and the package ships, there's a reasonable expectation that the item shipped includes the items ordered... isn't there?

 

[kito]

I agree with Stu. It sounds like you left the box unopened for weeks and now you expect Sairite to pay for expedited shipping? It's an honest mistake and they would have sent it to you weeks ago if you would have inspected your package like most people do. Classless post imo.
edit: your house sitter should have opened the boxes then....

 

[lovetorenovate]

Oh, and I got in town last night - then opened the 12 different packages I had here for my project. Including foam, batting, etc. So I called them immediately.

 

[John Nantz]

Re: Harbor Freight (Heavy Duty) Hot Knife

Got the “Heavy Duty” hot knife from Harbor Freight (Item #60313) on a special just for searing the ends of dacron lines and it works good. There is a knob for adjusting the temperature and a gizmo (for lack of a better term) part for adjusting the depth of the knife that may be handy with doing work on foam.

There is not permanent-ON setting which is a plus and a minus. Good because there is less chance of leaving it on accidentally but it has to be constantly pressed during warm-up.

Heavy duty power cord with a three-prong plug and the overall build quality seems reasonably good.

Box says Cutting Capacity: 3-3/4” > 5-7/16. Not sure why they have the minimum dimension on there.

As a tool for cutting line or trimming the raw ends on line, it’s not as nice as the heated line cutter at West Marine, but hey, it does the job and saves a trip.

Have no idea what Sailright’s foam cutter is like but I’m sure this one will do the job.

As for Sailrite service, I did get their Tenara thread with a few other items and the service was good.

 

[lovetorenovate]

Re: Sailrite alternatives/hot knife questions

tough crowd here... I don't expect a house sitter to open 12 packages for me. I ordered my items July 17 to ensure they'd be here on my return - and they arrived Tuesday.

But anyway... does anyone else sell dodger or bimini frames - I haven't seen other suppliers for this. Maybe I can find someone local?

I'm planing to use the hot knife for cutting sunbrella. I've got an electric knife for foam.

 

[Capt jgw]

Any canvas shop can make the frames. The ones I've seen from Sailrite break down for shipping, local ones will be one piece and a lot stronger. The last one I bought I got from a marine salvage shop. Perfectly good used frame that happened to fit well.

 

[lovetorenovate]

Re: Sailrite alternatives/hot knife questions

Thanks so much for the helpful responses... and apologies to anyone I offended with the questions.

 

[Stu Jackson]

Sailrite

No apologies necessary, but you may have learned that when posting "knocks" on vendors, you should make sure you provide all the details, especially when discussing folks who have good reputations.

There are Forum Guidelines on each forum that explain, quite well, how more information is always better. Filling in the details of your difficult logistics certainly makes a difference. 'Nuff blame to go around, people make mistakes, not always one sided...

My beef is why one-way blame...

 

[lovetorenovate]

Re: Sailrite alternatives/hot knife questions

Ok, how about this... changed the title of the post so it's not as much of a "knock"... but really I'm shocked at their attitude - really pulling teeth to get anything other than - "we'll send it out through the shipping method you originally paid for", despite having been their error in not shipping it. Guess I'm spoiled by amazon and other online retailers with really good customer service.

 

[Stu Jackson]

"we'll send it out through the shipping method your originally paid for"

selective editing disclaimer

...anyway, what more did you expect?

Bad hair day, all around.

Thanks for changing the title. Class act.

 

[cbourne200]

I too, like Amazon. You might consider searching Amazon for supplies vs going direct to vendor. You may get a better break through Amazon...

 

[Richard19068]

selective editing disclaimer

...anyway, what more did you expect?

I would have expected, or at least hoped, that they would say "sorry for our error, we'll send it expedited delivery and pay for the difference in shipping cost". That's what makes for good customer relations.

 

[Tejas]

My experiences with Sailrite have all been good, but I've not had a similar order fulfillment problem. I agree that you seem in no way to have had an unreasonable expectation. Had you posted the problem on forum.sailrite.com you might have had a better experience.

However, your seemingly atypical experience with customer service might not be sufficient to decide to boycott Sailrite, but it's your money so do what you want.

 

[woodster]

i just wonder if you had gone in to this with your hat in your had if it would have helped your case any from what you have said i think you may have come on to strong ...i would personally have called them and explained this problem to them and put the ball in there hands and asked what can they do to help you even if it meant splitting the shipping overage ....its always been easier to get fly's with sugar rather than vinegar

 

[rpwillia]

HF knife not good for foam

The HF hot knife I got was for cutting foam. It was a piece of crap.

Matt, I have that Harbor Freight hot knife and love it for sealing the ends of line, which is what I got it for. Don't really think it would work for foam.