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    #16
    Re: Processing for 6 days, now back order

    I don't get it. There's loyalty- then there's loyalty. I love this forum. I love Jenny's tutorials. I appreciate what M* has done for the little town of Hamilton. I would love to support M* by purchasing from them. But I won't- at least not until they get this shipping issue figured out.

    The number of regular posters here is such a tiny part of the whole quilting community. Whatever- it appears that those on this forum that buy from M*, have shipping issues. One must assume that it's NOT only the members here who have problems getting their goodies. This does not look good and will eventually catch up with them (M*).

    There are a whole bunch of other suppliers, some much bigger, and some smaller, who have a same-day shipping policy, and the order support for the most part is immediate, if not sooner. Life might be a bit slower in NW Missouri, but the biggest share of their customer base is not local, and are accustomed to a bit faster pace. We wouldn't put up with it for long- especially in this day and age.

    With 300 bodies in their employ, you'd think they could get orders out, and keep customers in the know. Maybe that's the issue- too many people to be efficient. Guaran-****-tee you, Amazon's fabric supply business doesn't have, or need this many bodies to make it happen.

    I see a huge need for investing in "outside" consultants to improve efficiency in the warehousing, fulfillment, and shipping areas at least. It might be a bit brutal but we'd like to see you stick around for a while. Loyalty only goes so far.
    You gots to risk it to gets the biscuit-

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      #17
      Re: Processing for 6 days, now back order

      good grief! get on your horse and go over there!!! or hook up the wagon, what ever. they do seem to get glitches, don't they? someone should talk to someone else. Maybe one person can't fix the problems. sad.
      I ordered a spider web ruler from keepsake. they finally to me up to 10 days it would get here. well it got here before that but was sent in an envelope. luckily it did not break!!

      Comment


        #18
        Re: Processing for 6 days, now back order

        FQS order placed 6/5/18, shipped 6/6/18 received today, 6/9/18! Very happy!
        Sherri

        "Don't let someone else's ugly spoil your beautiful. " Thanks, Bubby!!!!!!

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          #19
          Re: Processing for 6 days, now back order

          Originally posted by oldmanquilts View Post
          I don't get it. There's loyalty- then there's loyalty. I love this forum. I love Jenny's tutorials. I appreciate what M* has done for the little town of Hamilton. I would love to support M* by purchasing from them. But I won't- at least not until they get this shipping issue figured out.

          The number of regular posters here is such a tiny part of the whole quilting community. Whatever- it appears that those on this forum that buy from M*, have shipping issues. One must assume that it's NOT only the members here who have problems getting their goodies. This does not look good and will eventually catch up with them (M*).

          There are a whole bunch of other suppliers, some much bigger, and some smaller, who have a same-day shipping policy, and the order support for the most part is immediate, if not sooner. Life might be a bit slower in NW Missouri, but the biggest share of their customer base is not local, and are accustomed to a bit faster pace. We wouldn't put up with it for long- especially in this day and age.

          With 300 bodies in their employ, you'd think they could get orders out, and keep customers in the know. Maybe that's the issue- too many people to be efficient. Guaran-****-tee you, Amazon's fabric supply business doesn't have, or need this many bodies to make it happen.

          I see a huge need for investing in "outside" consultants to improve efficiency in the warehousing, fulfillment, and shipping areas at least. It might be a bit brutal but we'd like to see you stick around for a while. Loyalty only goes so far.
          It's def true, there are lots of people who have figured out a bunch more than we have. We're both (you and I) coming to similar conclusions though, we recently hired a director of fulfillment who has run worldwide operations for multi billion dollar corporations and he started three weeks ago. We also have been bringing in consultants to work with us on our new ERP implementation what feels like monthly, but we're making major gains month to month. We're certainly not "there" yet, our standard we expect to be at is 24 hours to ship a non fabric order and 48 hours to ship a fabric yardage order. We're currently at about 90% of our orders going out within that time frame, but we'll get to 99 or 100% as things tighten up.

          The other issue you alluded to is the shipping time, we ship an order and then it takes forever sometimes. Again, the percentages are pretty good in reality (95% get delivered within 5 days) - but 5 out of 100 seem to go on a tour of america before being delivered. It's a compromise we've been making to keep discounted shipping. The solution here has been on our radar for a while, let people pay for better shipping if they'd like it. So you can get two day air if it's important to you to get it right away. That's a near term priority for the tech team to build out right now, and that will take a lot of the sting away that our customers are dealing with.

          It's an orchestra of challenges to coordinate in order to make this a world class operation, and you're right, loyalty and good will will only take us so far, we have to have the operational excellence to back up the good will we build with our customers. We are getting more consistent, the improvements we're making are solving real problems, we are sprinting to us having it all sorted, it just never feels fast enough.

          If you have ideas or experience with any of this stuff, I'd love to chat through ideas and solutions with you, just pm me, I'd love it.

          Comment


            #20
            Re: Processing for 6 days, now back order

            I think it would be a great idea to offer the option of how a customer wants their order to ship. My last order (one fabric cut and a pattern) from M* took a total of 6 days via USPS.
            My order I placed from another company (M* didn't have the fabric I wanted); 5 fabric cuts and 2 notions. The order shipped from Texas within 24 hours of the placed order via USPS and was received within 4 days!
            Now, where is the breakdown of difference? Does it mean purchasing a large box truck and deliver personally to a sorting USPS facility twice a day? Get rid of Surepost (that takes forever)? And I like oldmanquilts; until M* gets their shipping issues figured out? My order placements will be less. Not to mention it seems you're out of a lot of fabric basics and not enough modern fabrics. period.
            I have been very proud to be born and bred in the state of Missouri; I have missed it very much since moving away. And I am very proud of how much quilting talent and availability there is in the state of Missouri. Why don't you support each other? Carry more Tula Pink fabrics? Have Jackie Gehring on as a guest for a tutorial? There is a power house of quilting talent in the northern part of Missouri; unlike anywhere else in the country! I could only wish that I had the accessibility where I live in Vermont that customers have in Missouri and the surrounding areas.
            I have been a loyal customer since 2013; until recently. If I cannot get my orders in a timely fashion...what am I expected to do?
            Last edited by shermur; June 10th, 2018, 04:47 AM.
            Sherri

            "Don't let someone else's ugly spoil your beautiful. " Thanks, Bubby!!!!!!

            Comment


              #21
              Re: Processing for 6 days, now back order

              I appreciate your going out and seeking experienced folks to help with your growning pains, Bill Nye.

              My back order arrived and I'm thrilled. I kind of figured it could possibly be on the short side, when I couldn't order a real yard, just part of a yard. I was disappointed when it was back ordered, but somebody clicked on it faster than I did, so be it. When I chatted with customer service, I found out the fabric was going to be back in stock mid June. Imagine my surprise when it arrived the first of June.

              I do hope you find solutions that will make it easier for you and your staff to fulfill your customers orders within reason. I don't mind paying priority, or two day if it's something I really want quickly.

              I do wonder why some packages seem to take the scenic route, but those are questions to ask of the shippers themselves because once it leaves your hands, our packages are at their mercy.

              Here's hoping that solutions will reveal themselves with fresh eyes on the challenge and these growing pains will be short lived.
              Katrina


              “Nothing can dim the light which shines from within.”
              ― Maya Angelou

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                #22
                Re: Processing for 6 days, now back order

                Point: This is the ONLY company I have dealt with in the past 5 years that holds up orders that need yardage cut.
                TRUTH is seldom appreciated, unless you happen to agree with it. When you don't agree, you just call it rude.

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                  #23
                  Re: Processing for 6 days, now back order

                  Bill Nye- I'll try to keep this short so a PM is not necessary.

                  I do have experience in this area but it would be presumptuous of me to offer ideas on helping with the problems you experience. I have no knowledge of how your company is structured, company policy, your physical limitations, your work flow, etc. I'd bet I can get pretty close to where the problems are though. These are common (the reasons- not the problems) in businesses of this nature. Problems crop up, and mistakes happen. The solution is simple- fix it, so you can get on with the business of maintaining happy customers and making money.

                  I was the branch manager (9 western states) for a much larger wholesale distribution company. Different level- but same business- stock, sell and ship. Mistakes were fixed immediately. Cause of problems took a bit more effort. From simple to complex, I (we) didn't have the luxury of time. Mind you, this was pre-computer days with 80k plus line items, and approx. 200 shipments daily. I could go on and on about warehouse positions and the problems they face in our environment. Takes a lot of work and education on management's part to get them up to speed. If they couldn't hack it, we couldn't afford them. Find ones who could, and pay performance bonuses to get the work done. Everyone's happy when it's lean and mean and well oiled. Payroll is a huge cost. Make the most of it.

                  As manager if I heard the problem more than a couple times- and I did cuz I fielded all the complaint calls- I'd follow orders from the generation to the UPS truck going away. System problem?- change it. Other?- fix it! Our only form of communications were land lines so one couldn't put it off till later, and I didn't have the time to field complaint calls. If I didn't fix it, I'd be looking for a job.

                  Oh crap- I did it again. But in all this long-windedness there's a message. You know the problems as reported by your customers. It may take a policy change, or a logistical change. Just do it.The only thing to fear is not fixing it.

                  Ain't it funny- to post this message you hit "Post Quick Reply." Sorry.
                  Last edited by oldmanquilts; June 10th, 2018, 10:43 PM. Reason: Always proof read before clicking GO!
                  You gots to risk it to gets the biscuit-

                  Comment


                    #24
                    Re: Processing for 6 days, now back order

                    @shermur - these are great ideas, we actually have a big in town event with Tula Pink coming up this week - https://www.eventbrite.com/e/tula-pi...ts-42365811282

                    She's great, there is lots of talent we love to work with. But you have great ideas, keep them coming!

                    @KPH - thank you, surepost is one of those sticky things, significantly more cost effective, but you guys need options, we'll fix that.

                    @auntstuff - Can you explain?

                    @oldmanquilts - Sounds like you were in the thick of it, 80k SKUs is no small thing, we have about the same, with more than half of that as bolts of fabric where for each order someone has to go find it and bring it to a cutting table, unroll, cut, fold and bag it, reroll the bolt and put back for every time it's ordered. Also, instead of 200 orders a day, we go between 2,000 and 20,000 orders in a day, often not knowing which day will do what (we have a good idea, but you guys surprise us sometimes). If we staff for 5,000 orders in a day, we still have random days that put us 3 days behind and other days where everyone is standing around for half the day. We are figuring it out though, there's not the vast labor pool in Hamilton MO, so a bunch of part time shifts like Amazon isn't realistic either. But we've got ideas, and we are getting better. We are investing in more sophisticated cutting equipment, looking at ways to fold and bag faster, do predictive picking and packing, stuff like that. If we aren't knocking your socks off with our order fulfilment in a year from now, like seriously killing it, every order. 24-48 hours for every order to go out the door no matter what, I'll sponsor the dunk tank and you all can come to Hamilton and take shots at me, but the light is at the end of the tunnel, we're making the right moves.

                    Comment


                      #25
                      Re: Processing for 6 days, now back order

                      Originally posted by BillNye View Post
                      @shermur - these are great ideas, we actually have a big in town event with Tula Pink coming up this week - https://www.eventbrite.com/e/tula-pi...ts-42365811282

                      She's great, there is lots of talent we love to work with. But you have great ideas, keep them coming!

                      @KPH - thank you, surepost is one of those sticky things, significantly more cost effective, but you guys need options, we'll fix that.

                      @auntstuff - Can you explain?

                      @oldmanquilts - Sounds like you were in the thick of it, 80k SKUs is no small thing, we have about the same, with more than half of that as bolts of fabric where for each order someone has to go find it and bring it to a cutting table, unroll, cut, fold and bag it, reroll the bolt and put back for every time it's ordered. Also, instead of 200 orders a day, we go between 2,000 and 20,000 orders in a day, often not knowing which day will do what (we have a good idea, but you guys surprise us sometimes). If we staff for 5,000 orders in a day, we still have random days that put us 3 days behind and other days where everyone is standing around for half the day. We are figuring it out though, there's not the vast labor pool in Hamilton MO, so a bunch of part time shifts like Amazon isn't realistic either. But we've got ideas, and we are getting better. We are investing in more sophisticated cutting equipment, looking at ways to fold and bag faster, do predictive picking and packing, stuff like that. If we aren't knocking your socks off with our order fulfilment in a year from now, like seriously killing it, every order. 24-48 hours for every order to go out the door no matter what, I'll sponsor the dunk tank and you all can come to Hamilton and take shots at me, but the light is at the end of the tunnel, we're making the right moves.
                      Alan...you're so humorous! That is fantastic that Tula Pink is doing an event at M*! I only wish that I could be there to see it in person, but it does not work out that I can!

                      I too, like oldmanquilts, have worked in wholesale (purchasing and accounting) and I totally understand the shipping fires and order picking issues. I hope that I haven't seem ungrateful...just mainly frustrated. Since moving from the Kansas City, MO area...it is quite the adjustment to be so far away and surrounded by "very inconvenient and slow" protocols.

                      I know one thing...if I was near Hamilton, I would be knocking on the door for employment....I have always been grateful for Jenny Doan inspiring me and keeping the quilting passions alive. And that is what is important....keep up with the trends/genres of quilting and promote yourselves in the best light of the business! I do have faith that you will get there. I guess in the beginning I was impressed with the personal "family touch" M* showed.

                      I promise to order again when the kinks get worked out....
                      Sherri

                      "Don't let someone else's ugly spoil your beautiful. " Thanks, Bubby!!!!!!

                      Comment


                        #26
                        Re: Processing for 6 days, now back order

                        Originally posted by BillNye View Post
                        @shermur - these are great ideas, we actually have a big in town event with Tula Pink coming up this week - https://www.eventbrite.com/e/tula-pi...ts-42365811282

                        She's great, there is lots of talent we love to work with. But you have great ideas, keep them coming!

                        @KPH - thank you, surepost is one of those sticky things, significantly more cost effective, but you guys need options, we'll fix that.

                        @auntstuff - Can you explain?

                        @oldmanquilts - Sounds like you were in the thick of it, 80k SKUs is no small thing, we have about the same, with more than half of that as bolts of fabric where for each order someone has to go find it and bring it to a cutting table, unroll, cut, fold and bag it, reroll the bolt and put back for every time it's ordered. Also, instead of 200 orders a day, we go between 2,000 and 20,000 orders in a day, often not knowing which day will do what (we have a good idea, but you guys surprise us sometimes). If we staff for 5,000 orders in a day, we still have random days that put us 3 days behind and other days where everyone is standing around for half the day. We are figuring it out though, there's not the vast labor pool in Hamilton MO, so a bunch of part time shifts like Amazon isn't realistic either. But we've got ideas, and we are getting better. We are investing in more sophisticated cutting equipment, looking at ways to fold and bag faster, do predictive picking and packing, stuff like that. If we aren't knocking your socks off with our order fulfilment in a year from now, like seriously killing it, every order. 24-48 hours for every order to go out the door no matter what, I'll sponsor the dunk tank and you all can come to Hamilton and take shots at me, but the light is at the end of the tunnel, we're making the right moves.
                        As for the Surepost, we've heard this many times that we would be given options but we still don't see them. As for the shipping being great within a year, I would think that is a bit of a stretch for time. How many customers will you lose in that year because of shipping issues?

                        I fully support and I am so glad for what M* has done for Hamilton but I, like many others, will not order much until better shipping procedures are in place.

                        Comment


                          #27
                          Re: Processing for 6 days, now back order

                          Bill Nye, how about seeing what is up with my order 5133811. I have e-mailed back and forth with Aquasia several times and thought things were settled yesterday but got an e-mail today that makes me think things are still all fuddled up. I made this order on 5/31, has not gotten anywhere yet.

                          Comment


                            #28
                            Re: Processing for 6 days, now back order

                            2k -20k orders a day?! I can't even imagine. No wonder things sell out so fast! I think now I'm starting to understand why changes in a business can take months to a year (e.g. shipping procedures, software for handling inventory) to complete.

                            I was reading an article about RJR fabrics that discussed how changing to a different software took more than six months. It's not like flipping a switch or replacing a bolt; they have to transfer over data and retrain staff to use the new system. All the while, you have programmers and other specialists who must tailor the software to the company's needs. There's so many moving parts and so much that can go wrong.

                            Comment


                              #29
                              Re: Processing for 6 days, now back order

                              @mommadeb - not planning on it taking a year, but also we need to go through another black friday and birthday bash and golden star events to make sure things are running the way we think they will be. Let's not wait a year to get better, that's not what I'm saying.

                              @claire - just messaged our support team, they'll let me know what happened with it tonight, sorry about the delay.

                              @the_last_unicorn - yeah, software upgrades and stuff are often a nightmare, we installed our new system in November and the team has had sleepless weeks getting back up to speed. We are now running much better and the improvements we're making are moving us forward rather than just catching us up, but it is a scary thing. I hadn't read that article on cotton and steel, I was wondering what all went wrong over there, they were a great team of designers.

                              Thank you guys for the continued support and ideas, even just chatting through what's going on is helpful at times. So thank you for saying something and starting the conversation. We're always here to discuss and work on stuff, thank you!

                              Al

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