Ordered a hat from PanamaBob- appears to be a No-Show- Bad Cust Service

[Dantheman]

I ordered a hat from PanamaBob on 7/27/2013. The site states 6-8 weeks to receive a hat. I've sent 3 e-mails and left a voicemail on the "customer service" number with ZERO replies. Last activity for PanamaBob on this site was 8/6.

Starting to think. I threw the money away. Pretty poor customer service nonetheless. I've given him ample opportunity to answer. No response at all.

My suggestion to all- Stay Away from PanamaBob hats. I don't come on the site and smear the vendors ever...but this is just bad service and communication.

FYI- his site still actively links to e-bay with active auctions. I don't know why the terrible customer service.

If I get a response, I'll update the posting. Just trying to save others from making the same mistake.

 

[cb91710]

Check your spam filter?
Maybe he responded but you didn't receive it.

 

[Dantheman]

Check your spam filter?
Maybe he responded but you didn't receive it.

Thanks, I did that prior to posting. I wouldn't just post to smear his business, unless I've been left no option.

 

[Boro62]

Thanks, I did that prior to posting. I wouldn't just post to smear his business, unless I've been left no option.

hmm strange, I know there have been others who have bought from him and had great experience, hopfeully he gets back to you soon. keep us updated!

 

[Dantheman]

I did get a response from PanamaBob about my order. It was very brief and only stated he'd look into it. Still no resolution, but did get a response.

Once there is resolution of my order( where it's at, status, etc) I'll gladly either amend the post or ask that it be removed. But still do not have any idea the whereabouts/ status of my order.

As promised I'll continue to update. I'm hoping to get it resolved. I am still looking forward to the hat.

 

[Prof. Moriarty]

It has barely been 8weeks, I have no idea what you are getting worked up about. Why have you already sent 3 emails and a voicemail? If he said he is looking into it, then he is probably looking into it.

 

[Dantheman]

Since I ordered, I've yet to get any correspondence. So when I started communication, it was at 6.5 weeks to get an update- no big deal, a new customer just checking in. 3 emails and a VM left over the course of 10 days. No response. I don't think I was asking too much for just someone to write back and acknowledge a customer inquiry. The site reads 6 to 8 weeks. It's now beyond the latter at 8 weeks. I paid via Paypal- which gives you 45 days to report a problem. So that had passed- so no recourse through Paypal.

So just an email for status for a new customer who was approaching the end of the 8th week didn't seem demanding. It's getting ignored that bothered me.

I just wanted to know my money wasn't gone and there was indeed a product on the way- which I still don't have a definitive answer. People get "taken" all the time. I wanted to make sure that wasn't the case.

I said I'd update as the situation progresses. Which I'm doing.

Finally, if a customer reported to me that they had sent multiple emails and nobody was getting back to them, my response would be a little more than "I'll look into it".

I'll continue to keep the thread updated.

 

[Prof. Moriarty]

What you just wrote clarifies the situation more, and I can understand why you are upset. Completely agree with you now.

 

[BigFoot]

It has barely been 8weeks, I have no idea what you are getting worked up about. Why have you already sent 3 emails and a voicemail? If he said he is looking into it, then he is probably looking into it.

Since I ordered, I've yet to get any correspondence. So when I started communication, it was at 6.5 weeks to get an update- no big deal, a new customer just checking in. 3 emails and a VM left over the course of 10 days. No response. I don't think I was asking too much for just someone to write back and acknowledge a customer inquiry. The site reads 6 to 8 weeks. It's now beyond the latter at 8 weeks. I paid via Paypal- which gives you 45 days to report a problem. So that had passed- so no recourse through Paypal.

So just an email for status for a new customer who was approaching the end of the 8th week didn't seem demanding. It's getting ignored that bothered me.

I just wanted to know my money wasn't gone and there was indeed a product on the way- which I still don't have a definitive answer. People get "taken" all the time. I wanted to make sure that wasn't the case.

I said I'd update as the situation progresses. Which I'm doing.

Finally, if a customer reported to me that they had sent multiple emails and nobody was getting back to them, my response would be a little more than "I'll look into it".

I'll continue to keep the thread updated.

What you just wrote clarifies the situation more, and I can understand why you are upset. Completely agree with you now.

Thanks guys, that is how to stay gentelmanly.

 

[StillShaving]

FWIW, I ordered a Cuenca from PanamaBob at about the same time, one of the hats that he was offering in the Vendor sub-forum, and it arrived promptly the next week. I had a positive email exchange with him before and afterwards. I do hope you and Bob are able to sort out what happened soon.

 

[mhdena]

I have 3 hats from Panama Bob on 2 orders, no issues with any of them.

Hope yours works out as well.

 

[Alacrity59]

Back to school is Panama Bob's busy season. I've exchanged email with him and it sounds like he is working like a one armed paper hanger. Sometimes it is hard to keep up with success. Based on all the great reports I'm sure you will receive your order.

 

[Dantheman]

Thanks, since I've yet to hear anything additional since I got the email stating he'd "check into it" almost 72 hrs ago. I'm not getting dazzled with the customer service experience. And still waiting...and still no answer on just the STATUS. It doesn't even have to be on the way.

Keep you,all updated. And By the way, I don't consider and never will accept the I'm busy excuse for poor customer service. Aren't they in business to be busy?!? Especially if this is "that time of year" to be busy- Staff Up- lots of folks needing jobs.

Back to school is Panama Bob's busy season. I've exchanged email with him and it sounds like he is working like a one armed paper hanger. Sometimes it is hard to keep up with success. Based on all the great reports I'm sure you will receive your order.

 

[panamabob]

I'll never dazzle on customer service with commissioned hats. They come from Ecuador. In stock hats are easy....insert into box and ship. Custom hats take some time. I state that most hats commissioned hats take 6-8 weeks on average and that certainly isn't a promise. I have all kinds of little check boxes that state that you shouldn't order if you can't wait. Check the checkout cart and verify that. I can't do it any other way due to uncertainty with craftsmen, politicos, a foreign mail service, etc. For what it's worth, I've offered an upgrade from an in stock hat if the custom doesn't come up soon.

 

[panamabob]

An example of the checkout page:

You are commissioning a hat, therefore each hat/labor/shipping non-refundable. Patient and understanding customers wanted. These hats take time. The people and the post office are more laid back than in the USA. Hats are great, but at times slow.

Hats are custom made/woven then ship from Ecuador to the USA most hats 6-8 weeks, some take several months. If impatient, please think twice before ordering. We do not accept returns on hats, but are happy to work with you on resizing, reshaping, etc.

Custom reg to fine hats 6-8 weeks, minimum. Very fine hats take 8-12 months. If you need a hat right now, check eBay (panamahatsecuador) or email [email protected] Montecristis have leather sweats. Cuencas have cloth bands (add leather below).

There are more caveats, to the point of redundancy so as to avoid these types of issues.

I'm sorry that my customer service lacks.

 

[Dantheman]

Update: 6 weeks later no hat, no communication, nothing. BUYER BEWARE. He sent me an email(9/26) and said he'd sub a Montichristi if my hat(Cuadra) that I ordered on 7/27/2013 didn't come in soon. the hat was ordered 14 weeks ago with an estimated delivery of 6 weeks. As I've stated preciously, this is my first, last, and only dealings with this vendor. Just a glance back through the thread and you'll see his self-admitted poor customer service and communication. I'm shocked this great site allows such a careless vendor to even participate in the vendor program. I'm a huge, huge proponent of the hard-working vendors that are referenced on B&B. But this one has crossed the line of ridiculousness.

I've said enough, you all can make your own determination about this business.

 

[brucered]

Wow, what a shame Danthman,

thank for sharing, hope you get your hat, adding to "don't buy from list" right now.

I was shocked to read the vendors replies and thought it was a joke or there was going to be an explanation in there, but there was nothing that would have satisfied the lack of communication you have received up to now.

"I'm sorry that my customer service lacks" was the statement that did it for me.

 

[Haggises]

If I ever start a business, the one thing I'm going to put above my desk is a big sign that says "Communication makes for happier customers".

 

[panamabob]

I can guarantee you that Dantheman did not answer my emails asking about the sub hat. I decided to sub in a hat after I got some more emails from the moderator here. The hat should be there by now.

I started the business so people wouldn't have to pay a ransom to own a real panama hat, to help the friends I have in Ecuador, and to help my wife's family. My day job is much more important to me now than it was at that time. I'm very sorry, but that's just the way it is.

I'm very good when school is not in session, but not so when school is in session.

95% of my customers understand what the checkout system says. 99% of the customers are happy with their hats.

I have several customers who email me every day or two. Is that necessary?

 

[panamabob]

Communication received from Dantheman requesting hat swap.



It doesn't have the tone that his posts here have.

His $450.00 hat is on the way, not bad for $45.00.


One more member of this board has a really fine hat on order and he's being patient. Thank you.