Customer Service Issues with OWPS (2 Viewers)

[justincarothers]

I placed an order with Old West one month ago. When i placed my order on the website it said delivery within 2 - 3 weeks. Salvatore then sent me and email with a proof of my order and i approved it. He said to expect delivery within 3 weeks. After three weeks I sent him an email and he seemed angry and bothered that i was asking. It has now been 4 weeks and no sign of my chips or a tracking number. Has anyone else had trouble lately? I don't mind if they take time but don't tell me i will have them within 3 weeks when i order then tell me that is was only an estimate afterwards........

 

[Psypher1000]

I've had nothing but positive interactions with Sal/Old West.

 

[detroitdad]

I've had nothing but positive interactions with Sal/Old West.

Same here

 

[Mental Nomad]

I placed an order with Old West one month ago. When i placed my order on the website it said delivery within 2 - 3 weeks. Salvatore then sent me and email with a proof of my order and i approved it. He said to expect delivery within 3 weeks. After three weeks I sent him an email...

Did you send your email three weeks after you placed the order, or three weeks after you approved the order?

Also, it sounds like you ordered customs, or something that is print-on-demand, either of which go to production. Expectations of 3 weeks on production jobs are always estimates; they are never delivery guarantees.

I've had nothing but positive interactions with Sal/Old West.

Same here

And same here.

 

[Quicksilver-75]

I know the line up for work is very long right now. I think 2-3 weeks is an optimal time frame. I placed an order a while back for some craps buttons. Never fear. They will turn up. Sal is first class all the way and for all the work I've sent him have yet to have an issue. Did you opt to have prototypes made?

 

[toad94]

I've had two orders with Sal and they were both great.

 

[justincarothers]

Did you send your email three weeks after you placed the order, or three weeks after you approved the order?

Also, it sounds like you ordered customs, or something that is print-on-demand, either of which go to production. Expectations of 3 weeks on production jobs are always estimates; they are never delivery guarantees.



And same here.

My email was three weeks after I approved the order. Like I said I don't mind waiting for a quality product but nowhere on his website or his email did it say it will take an estimated 3 weeks. My expectations were set by him and he failed to meet them. When I asked for an update at the three week time period he was bothered and angry that I even asked.

 

[justincarothers]

I've had two orders with Sal and they were both great.

I have ordered before too and had no problem. He did meet his self
Imposed time line in the first order though.

 

[CraigT78]

I wouldn't worry about it. My experience with custom anything is that time lines are loose. At the end of the day when the product arrives it was worth the wait.

 

[DJ Mack]

I've never had any issues with any of the vendors on this site, including OWPS. Part of the joys of the "customs" aspect of this hobby is you get to spend lots of money and then forget you spent it until a box shows up on your doorstep two, three, nine months later with your goods. Seriously - you'll get what you ordered.

 

[Poker Zombie]

I'm in the same delay boat. Confirmed the order March 9th, and then emailed him after 3 weeks silent. I did not take his email to be bothered or angry, but it's easy to read/not read voice inflections into an email. You may have also asked him 3 minutes after I did.

This is what I got from Sal: "They will ship soon. I don't have an exact date. I've put in a request for an ETA. We're very busy right now. I should get an answer tomorrow."

He has not gotten back to me.

It would have been nice to get them so I could hand out samples at the Shootout, but I'll survive. I heard recently (from a 3rd party) that he was also having some supplier issues, so I went into this purchase with the understanding that there could be delays.

I will also add that Sal looked at my design and made a couple minor suggestions, which I of course implemented (color pallet changes, and the understanding that black inks tend to bleed). Only someone interested in customer satisfaction would make those suggestions instead of just printing whatever the customer gave him.

 

[Kyle]

Your email to him looking for an answer four weeks after his delivery promise seems very reasonable. He should be able to provide you with an answer. Hopefully he does that soon minus the attitude.

 

[Mental Nomad]

Like I said I don't mind waiting for a quality product but nowhere on his website or his email did it say it will take an estimated 3 weeks.

Well, not nowhere...

 

[justincarothers]

Well, not nowhere...

View attachment 91624

My intent was not to argue. It clearly states twice on the order page that delivery will be in three weeks. Those are not my words. I am just surprised that I am the only one disappointed that he Didn't live up to his end of the bargain.

 

[Trihonda]

I've had nothing but positive interactions with Sal/Old West.

Yup, me too.. sorry you're having these issues,

 

[Psypher1000]

I am just surprised that I am the only one disappointed that he Didn't live up to his end of the bargain.

It's possible that if we were newer at this, we might be a bit disappointed. Most of the respondents so far, however, have been around the block a few times and know that 3 weeks isn't necessarily three weeks when it comes to poker chips, regardless of what a website says - particularly customs.

I'll definitely agree that the wording on the page you posted could probably be softened a bit if 3 weeks isn't a hard guarantee, but I - and the collective we - have had enough positive dealings with that particular vendor to cut Sal some slack. That doesn't do anything for you, of course, and I don't want to sound like I'm empathetic to your situation, particularly if it's a time-sensitive situation. If that was the only verbiage I saw on the matter, I'd think I'm getting my chips in three weeks or less, end of story. Best I can say is to hang in there, learn to embrace/enjoy the wait, and enjoy your customs when they arrive!

 

[Trihonda]

View attachment 91632 View attachment 91633disappointed that he Didn't live up to his end of the bargain.

Did you have a solid delivery date. Or "should be done in 3-weeks" from Sal? It's customs bro... can't rush it. Would you really want him rushing things to get the order done sooner? These estimates are flexible. Customs are flexible. If the order before yours had issues, I want Sal taking the time to fix that as well... just great products can't be rushed.

 

[Phantom]

Sal has done a few jobs for me, all great work, but I admit there can be a distinct tone in some of his e-mail correspondence and the replies can very short. Having said that, we all get stressed and busy and none of us are immune from the short response e-mail or text when we are having a busy time. I have no doubt you will get these done and you will be happy with them mate .

 

[links_slayer]

Sal has done a few jobs for me, all great work, but I admit there can be a distinct tone in some of his e-mail correspondence and the replies can very short.

This is very much my experience to a "T"

 

[Trihonda]

I should add, that I've ordered approx. 10x through OWPS, and yes, Sal has a strong personality at times, but every order has arrived perfectly (but not always on an exact timeframe).

I will echo those who have said that he really seems to take pride in a quality product leaving his factory. He often takes the time to make color/ink change recommendations, so that the finished product comes out awesome!

I empathize with not getting a gleamingly happy customer experience (I'm a stickler for retailers being nice to the customers), but I think many give Sal a lot of lee-way due to the excellent product and attention to detail mentioned above.

I know you'll get your customs, and hopefully be happy with them.

 

[bivey]

Sal has always been great as far as I'm concerned. Just be patient

 

[CraigT78]

This is Amazons fault for setting the expectation that you can get what you order the next day with no shipping fee!

 

[12thMan]

Lol

 

[Quicksilver-75]

I'd say this. As a vendor on the site OWPS has a pretty good track record with the community as stated in the previous posts. Sadly this is not consistent with your current situation albeit, IMO there isn't a situation worth worrying about. Whether or not it states 2, 3 or even 5 weeks I think it is unfair to hold a business in poor regard because of a timeline issue.
Let's try this: wait until the entire transaction has been completed including a full, photographed review of the product and service BEFORE smearing/raving about any vendor who operates through/for our community. Contact him/her/them in private. And if you feel like you're getting responses that carry a tone ask like a big boy if that was the intent. Then refer to the beginning of the paragraph.

 

[RainmanTrail]

Also have a pending order in with him and he's been pretty helpful with the back and forth emailing. I wouldn't worry about it.

 

[dimperdoo]

<- loyal customer here

 

[Irish]

I know the line up for work is very long right now. I think 2-3 weeks is an optimal time frame. I placed an order a while back for some craps buttons. Never fear. They will turn up. Sal is first class all the way and for all the work I've sent him have yet to have an issue. Did you opt to have prototypes made?

I'm in the same delay boat. Confirmed the order March 9th, and then emailed him after 3 weeks silent. I did not take his email to be bothered or angry, but it's easy to read/not read voice inflections into an email. You may have also asked him 3 minutes after I did.

This is what I got from Sal: "They will ship soon. I don't have an exact date. I've put in a request for an ETA. We're very busy right now. I should get an answer tomorrow."

He has not gotten back to me.

It would have been nice to get them so I could hand out samples at the Shootout, but I'll survive. I heard recently (from a 3rd party) that he was also having some supplier issues, so I went into this purchase with the understanding that there could be delays.

I will also add that Sal looked at my design and made a couple minor suggestions, which I of course implemented (color pallet changes, and the understanding that black inks tend to bleed). Only someone interested in customer satisfaction would make those suggestions instead of just printing whatever the customer gave him.

X3 I've been working with Sal for a couple of months now on the PNY button group buy artwork & prototypes, they are definitely very busy right now (prototypes have taken a little longer than the usual 2 weeks) and Sal has also mentioned he's been under the weather recently. I've ordered from OWPS before, they do nice work, as others have mentioned delays occasionally happen in the customs game (doesn't matter who you're dealing with, they happen).

 

[Kensco]

I'm currently at 3 weeks waiting on initial prototypes.

Have had quicker service in the past with OWPS and the customer service was above par, as was the product quality.

So; with with this current order, I trust Sal will get it out as quickly and efficiently as is possible.

(I blame the delay on you guys clogging the system with YOUR orders!)

 

[Mental Nomad]

"Nobody goes there anymore. It's too crowded."

- Yogi Berra

 

[justsomedude]

...Whether or not it states 2, 3 or even 5 weeks I think it is unfair to hold a business in poor regard because of a timeline issue...

It doesn't seem like the OP is holding anyone in poor regard, he simply asked if others have experienced a delay with a specific vendor, and if that experience is normal or not.