A Little Disappointed with Wested...to say the least.

JulianK · Post by **JulianK** » Fri Sep 14, 2007 2:50 pm

I really don't mean to start a Wested bashing match but I want to share this as a bit of a warning to others. Besides, I am a little peeved over this at the moment.

*Rant On.*

A while back Peter mentioned that Wested was selling off some clearance goats. I've always wanted a goat but since they had discontinued them I had settled for a lambskin. So obviously I jumped on the chance to get a goat especially at the lower clearance price.

So basically I get the jacket. Yes it's heavier than that lamb but what do I know. I do the usual ritualistic wearing it around the house then I get the sleeves done etc.... Yesterday I wear it out for the first time and I happen to check the left flap pocket and I see a little piece of paper in it. Hand written it says:

"Brown Cowhide - Raiders 44"

Obviously I'm a little taken aback but I'm cautious and take it to a local leather shop. Yes they confirmed that it's cowhide!

So what do I do now? I'm not going to send it back and get hit with shipping ($70), duty & taxes ($90) and alterations (sleeves - $20) again so basically I'm stuck with it and I seriously doubt that Wested would offer any kind of restitution. I’m certain if I complain, all they’ll do is ask me to return it for exchange and I’m not ready to accrue even more expense at this point.

Ok, I know what some of you are going to say... there's nothing wrong with the cowhide. And you know what, there isn't! I'm sure I'll enjoy this jacket for years to come. But that's not the point. I paid for a goatskin jacket and I was told that this was a goatskin jacket! Frankly I feel a little that I’ve been scammed. I’m not a leather expert by any means so I trusted Wested to deliver what they promised and they didn’t.

So I guess what I'm trying to say is to be a little scrutinising when receiving a jacket from Wested. You may not be getting what you ordered. This unfortunately for me is the third time they have sent me something I didn’t ask for so sadly this likely ends my relationship with Wested.
No doubt that they make a great product but personally I really think that they need to improve their customer service.

*Rant Off.*

Note to moderators: If you feel that this post is too disruptive, please feel free to close it or even delete it. Like I said, I don't want to start a bashing thread and frankly it just made me feel better writing it anyway.

Post by **Michaelson** » Fri Sep 14, 2007 3:03 pm

Speaking for myself, not at all. Your point is well made, and you didn't bash anyone. You stated what you experienced.

I'd still suggest you contact Wested with a copy of this very post and give them a chance to at least come up with a 'fix' rather than leaving this hanging in the air and them without a chance to respond or make this right.

Making no excuses for them at all, but with the amount of work coming out of their shop, mistakes do happen.

JMO.

Regards! Michaelson

binkmeisterRick · Post by **binkmeisterRick** » Fri Sep 14, 2007 3:20 pm

As long as others don't turn this into a brawl, then I see no reason why it shouldn't stay open. As Michaelson said, you stated your experience, pure and simple. You're not bashing the jacket itself, rather the fact they sent you something else from what you ordered. I'd be upset, too. Hopefully Peter will see this and rectify things for you to your satisfaction.

JulianK · Post by **JulianK** » Fri Sep 14, 2007 3:25 pm

You have a point Michaelson. I will get in touch with them and see what they can offer. Although I'm doubtful, I will give them a chance. As for mistakes....absolutely. I am one of the most forgiving people I know. I've made too many myself to judge others too quickly.

However:
My first jacket was wrong and I had to return it....$$$
My second jacket was wrong and I had to return it....$$$
My third jacket was right....mostly.
My fourth jacket was wrong...and I'm sick of forking over $$$ to fix their mistakes.

See where I'm coming from?

BendingOak · Post by **BendingOak** » Fri Sep 14, 2007 3:27 pm

I don't see why you shouldn't at the least give them the chance to solve the problem. Just don't do anything to the jacket until you resolve it with them.

Kt Templar · Post by **Kt Templar** » Fri Sep 14, 2007 4:16 pm

That is disappointing. Send an email direct to peter@wested.com. He should see it tomorrow.

JerseyJones · Post by **JerseyJones** » Fri Sep 14, 2007 4:32 pm

JulianK wrote:You have a point Michaelson. I will get in touch with them and see what they can offer. Although I'm doubtful, I will give them a chance. As for mistakes....absolutely. I am one of the most forgiving people I know. I've made too many myself to judge others too quickly.

However:
My first jacket was wrong and I had to return it....$$$
My second jacket was wrong and I had to return it....$$$
My third jacket was right....mostly.
My fourth jacket was wrong...and I'm sick of forking over $$$ to fix their mistakes.

See where I'm coming from?

I understand completely your frustration. I would agree that Peter should be contacted directly. Be as nice but firm as you can be. I have always found Wested to be great to deal with on issue of problems etc. And I have a weird size and own three indy jackets and a custom car coat.

JJ

agent5 · Post by **agent5** » Fri Sep 14, 2007 4:34 pm

I seriously doubt that Wested would offer any kind of restitution.

I disagree with this but I will go on the record ONCE AGAIN that Wested needs to get some sort of quality control going to make sure that what's going out the door matches what is on the order sheet. Something as simple as that will have saved you a headache, time, money and now it will cost Peter time and money as well. I just don't get it.
I've mentioned this many, many times already and Peter simply ignores it altogether. I'm sure though, that once you do get in touch with him that he'll make the situation right for you somehow.

McFly · Post by **McFly** » Fri Sep 14, 2007 5:01 pm

I agree completely with Agent5, solely on the basis of having read many threads regarding people who have had mistakes happen to them and had to send jackets back and forth spending more and more money - everything from no gussets to the wrong leather. I simple check will solve all that, and it requires no new employees and no raise in pay - just 30 seconds of looking at the jacket and looking at the order form to say, "Yup, this is his." I've also heard good suggestions before - not applicable here, but nonetheless, good - about the possibility of a simple email in the event that something cannot be provided. "We're sorry, we're out of rectangular sliders - are D-rings okay or would you like to cancel your order?" instead of surprise features.

Great company, but room for excellence.

I still say give them an email, and explain your situation calmly, and that you would like your shipping and handling refunded, since this has happened before.

In Christ,
Shane

eazybox · Post by **eazybox** » Fri Sep 14, 2007 9:15 pm

IndyMcFly wrote:
I still say give them an email, and explain your situation calmly, and that you would like your shipping and handling refunded, since this has happened before.

In Christ,
Shane

Well, in my case several polite emails and a pm went unanswered; I did get a response, but it referred to a different jacket than the one I had inquired about-- and there was no answer to my followup queries. As a result, I did not order the jacket I wanted to buy at that time.

I recently ordered a stonewashed denim from them and will reserve final judgment until I receive it; I understand that they are busy and messages can get lost, but I also believe that honest feedback like this can help any company improve its customer service.

Jack

Dre · Post by **Dre** » Fri Sep 14, 2007 9:58 pm

IndyMcFly wrote:I agree completely with Agent5, solely on the basis of having read many threads regarding people who have had mistakes happen to them and had to send jackets back and forth spending more and more money - everything from no gussets to the wrong leather. I simple check will solve all that, and it requires no new employees and no raise in pay - just 30 seconds of looking at the jacket and looking at the order form to say, "Yup, this is his." I've also heard good suggestions before - not applicable here, but nonetheless, good - about the possibility of a simple email in the event that something cannot be provided. "We're sorry, we're out of rectangular sliders - are D-rings okay or would you like to cancel your order?" instead of surprise features.

I have also read some of these posts. I do like wested and I think they strive to provide great customer service. However, if they make a mistake I beleive they should pay for the shipping/handling for someone to send the jacket back n have it sent back to them. Why should the customer pay for a mistake of the seller? If wested were forced to pay for their mistakes, perhaps less mistakes will be made?

That being said, I did not have any (noticeable?) mistakes on my jacket, but then I didn't make many crazy requests like alot of people do. Wested were also good as I changed my mind on the sizing a number of times and they changed my order accordingly each time. And in the end, they're nice jackets for a good price.

eazybox · Post by **eazybox** » Fri Sep 14, 2007 10:15 pm

In my case, there were no crazy requests-- just a simple inquiry about what the price of one of their new off-the-shelf jackets would be. But they quoted me on the wrong jacket and didn't reply to my followups.

I wouldn't run them into the ground for this-- as I said, emails and pm's do get lost, and I have ordered another one of their jackets-- but based on the experience of others along with my own, I do feel their customer service can stand a little improvement.

Jack

Chewbacca Jones · Post by **Chewbacca Jones** » Sat Sep 15, 2007 12:39 am

BendingOak wrote:I don't see why you shouldn't at the least give them the chance to solve the problem. Just don't do anything to the jacket until you resolve it with them.

The big problem now is, Julian didn't notice the mistake until after he had alterations done (unless I misunderstood the first post). Julian had no reason to suspect that he got the wrong item, and no knowledge that would make it clear, so I hope Wested will do something. I'd be very upset to find out that the Goatskin jacket of my dreams was a "fake"... so to speak.

Anyway, I agree that Wested should be given the chance to handle the problem. JK, be sure to tell us what happens!

Kt Templar · Post by **Kt Templar** » Sat Sep 15, 2007 2:40 am

I have heard of people sending jackets back and forth to swap D-rings for rect sliders. $80-100 round trip for something you can do for $5 and 5 minutes.

Makes no sense to me.

IndyMo · Post by **IndyMo** » Sat Sep 15, 2007 9:40 am

Peter needs to be made aware of the problem. One, he will have an opportunity to address you situation and two, he can work to avoid this type of problem in the future. We are all human and we will make mistakes but, we cannot improve on our imperfections unless we know what we have done wrong.

Give Wested a chance!

By the way Julian your post was well stated - As Sargent Joe Friday say's "Just the facts Mame"

Mike

JulianK · Post by **JulianK** » Sat Sep 15, 2007 10:48 am

The big problem now is, Julian didn't notice the mistake until after he had alterations done (unless I misunderstood the first post). Julian had no reason to suspect that he got the wrong item, and no knowledge that would make it clear, so I hope Wested will do something. I'd be very upset to find out that the Goatskin jacket of my dreams was a "fake"... so to speak.

Anyway, I agree that Wested should be given the chance to handle the problem. JK, be sure to tell us what happens!

Right on all counts Chewy. At this point I've spent enough to make this jacket fit me perfectly so I doubt that Peter would want it back anyway since I doubt he can even resell it.

Anyway, I've taken your and everyone's suggestion and sent Peter an e-mail about this (polite but firm). Now I won't hold my breath for a reply. But as someone said I'll expect the worst but hope for the best. Thanks to everyone for your support.

doc riviere · Post by **doc riviere** » Sat Sep 15, 2007 11:50 am

i perfectly understand ! i bought 8 wested jackets by the past, only 2 has the specs i wanted !

AppalachiaJones · Post by **AppalachiaJones** » Sun Sep 16, 2007 10:34 pm

I highly recommend the Flightsuits/Gibson and Barnes jacket, Granted it's not 100% "right" but it's pretty dern close. Tough, durable and, well made. Oh, and my goatskin looks GREAT.

I really appreciate and respect Peter going out of his way for us gearheads BUT, ultimately he IS running a business, IS making money, and as such should see that his operation is being run in a manner to bring quality to the customers. I mean, I'd kinda like to have a perfect custom completely screen accurate raiders jacket from Peter, and I'd be willing to pay what it's worth but, until these quality control issues start improving, I'm going to keep my money. Sorry, Peter, no offence. I respect that the jacket is your pattern and based upon that would be inclined to first order from you but, I need a jacket that's going to hold up too. Nothing personal but until I start hearing less 'horror stories' about Wested's service, I think I'm going to hold onto my money.

agent5 · Post by **agent5** » Mon Sep 17, 2007 12:26 am

I respect that the jacket is your pattern

Hold yourself back, _. We know...we know.

Castor Dioscuri · Post by **Castor Dioscuri** » Mon Sep 17, 2007 12:36 am

It's actually quite interesting reading posts from the newer generation of gearheads (as well as the old-timers that need a jacket to complete their gear), seeing as how the sheer number of complaints are scaring them away from Wested, forcing them to find solace in other vendors. I wonder if this trend is going to lead us anywhere?

Not explicitly taking any sides in this, but it still is interesting to observe, nonetheless.

sladerlmc77 · Post by **sladerlmc77** » Mon Sep 17, 2007 10:08 am

Count me among them, I'm afraid.

I've been lurking on these boards for several years now, posting rarely, but absorbing as much information as possible.

My first inclination was to purchase a Wested...they were affordable, and they came from Peter himself...

I ultimately went with a jacket from Todd...first of all, because all of the photos that I saw of the jacket were GORGEOUS, and he really does seem to have the SA look down.

However, I understand a photo doesn't tell the whole story.

What finally made up my mind was the sheer number of Quality Control complaints regarding Wested jackets.

I, like nearly everyone else who posts, understand that we're a side business for Peter...and that his main line is producing jackets for big productions. To my mind though, that doesn't excuse a lack of attention to somebody who is paying for a product - there's no excuse for not making sure that the shipment going out the door is what was ordered.

Maybe sometime in the future, I'll buy a Wested...but it will only be after I'm sure that what I pay for is what I'm going to get, every time.

Lorn

JulianK · Post by **JulianK** » Mon Sep 17, 2007 4:32 pm

Just to keep anyone who's interested up to date. Much to my surprise, this morning I woke up to an e-mail from Peter. While I wouldn't want to post his reply without his permission, suffice it to say that he did in fact offer to make restitution for the mistake.

I'm still debating whether I'm going to take him up on his offer. Although I must say it certainly was the gentlemanly thing to do!

Thanks to those who suggested that I contact him directly.

Post by **Michaelson** » Mon Sep 17, 2007 4:33 pm

That's ALWAYS the best route, my friend. At least give the individual involved to make things right.

HIGH regards, and glad you have a choice to make now.

Michaelson

agent5 · Post by **agent5** » Mon Sep 17, 2007 5:01 pm

suffice it to say that he did in fact offer to make restitution for the mistake. I must say it certainly was the gentlemanly thing to do!

Told ya. Peter has always been a great guy and great at taking care of people when things go awry. It's just that being from the states, if you get something wrong, it's a royal pain to get it sent back and get it fixed. If I lived in England, it wouldn't be so bad. I just hope Peter someday really, really takes note that many people are second guessing Wested due to the quality control, not customer service.

Peter, PLEASE just have someone check the jackets against the order sheets before you ship them out the door. It will save all of us as well as yourself, time and money. And as you know, time IS money.

A Little Disappointed with Wested...to say the least.

A Little Disappointed with Wested...to say the least.

jacket

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