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robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Has anyone else had issues with getting your order from Lawson Equipment? on 10/07/2013 18:40:02 MDT Print View

I ordered 2 foam pads and some lightweight line, and I received only 1 pad. When I wrote to Lawson, he told me he would check into it, but have never heard back from him. I sent him a second email a few days ago, but no response.

I have dealt with him a few times in the past with no issues, but I'm worried about the lack of response.

Any similar experiences? Suggestions?

Thanks

James Klein
(jnklein21) - M

Locale: Southeast
recent order on 10/07/2013 18:58:48 MDT Print View

I ordered one pad from him a couple of Sundays back. after 8 days I only had the email that confirmed he had printed a shipping label. I emailed him the 8th night. by the following morning I checked USPS and updates showed the he had shipped it the day of my email but before I actually emailed.

A couple of days later he replied to say sorry and that he had just gotten swamped. The same day I received the pad.

I bet is still getting caught up and will get you taken care of soon.

Good luck!

Aaron Sorensen
(awsorensen) - MLife

Locale: South of Forester Pass
Re: recent order on 10/08/2013 18:10:16 MDT Print View

Yep,
Just send him another email.

It's worth the wait. Those pads he sells are awesome.

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Lawson Equipment Issues on 10/08/2013 18:55:28 MDT Print View

I sent him an email again. This time he told me he forgot about me. I hate to be a pain, but not the best customer service for a cottage industry that I want to support. I might add that this order was placed on September 20th, 18 days ago. Am I being to impatient?

Edited by mtnbob123 on 10/08/2013 19:16:35 MDT.

Ken Thompson
(kthompson) - MLife
Re: Lawson Equipment Issues on 10/08/2013 19:25:15 MDT Print View

"This time he told me he forgot about me."

At least that sounds like an honest answer. Being a cottage business also means that their is nobody to pick up the slack. Or catch things that slip through the cracks.

Backpack Jack
(jumpbackjack) - F - M

Locale: Armpit of California
Re: Lawson Equipment Issues on 10/08/2013 21:16:38 MDT Print View

I've bought things from Lawson in the past with no issues, great email response also.
I know he's working on a lot of new stuff for his web site that he actually designs and makes himself, a lot of time and R&D go into that.

I don't know about Lawson, but for John and I at Borahgear we both hold down full time jobs and still try to manage the side business, it can get overwhelming sometimes, I'm sure he will take care of you.

Jack

Edited by jumpbackjack on 10/08/2013 21:17:10 MDT.

Jennifer Mitol
(Jenmitol) - M

Locale: In my dreams....
Re: Re: Lawson Equipment Issues on 10/09/2013 07:25:42 MDT Print View

I agree. Lawson is top notch, and we do all make mistakes sometimes. He's a good guy, is on the forums a lot, which to me means something. Yeah, it's not good that he "forgot" about you, but he's human and a one-man shop. I'd give him the benefit of the doubt. He'll take care of you.

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Re: Re: Re: Lawson Equipment Issues on 10/09/2013 08:33:18 MDT Print View

Thanks, been waiting for awhile now and was wondering if I was being too impatient. I think Lawson is a good guy, I have bought items from him many times. It is just when I receive one item out of three and then don't get a response when I send an email, I started to wonder.

Ryan Smith
(ViolentGreen) - M

Locale: Southeast
Re: Re: Re: Lawson Equipment Issues on 10/09/2013 10:33:46 MDT Print View

"He's a good guy, is on the forums a lot, which to me means something."

That means a lot to me too. Most cottage guys only get on here to announce new products or to tout/defend their products. I have several threads bookmarked where Lawson has explained catenary curves w/ cuben, tie-out design,etc. So, I "repay" him for sharing that knowledge by supporting his business. Good products help too of course.

Ryan

Edited by ViolentGreen on 10/09/2013 16:19:57 MDT.

Stephen M
(stephenm) - MLife

Locale: A very flat place (Grrrrrrrr)
Re: Re: Re: Re: Lawson Equipment Issues on 10/09/2013 13:18:57 MDT Print View

I was taking to Lawson a few weeks ago and he sid he was crazy busy, I was enquiring where my order was and it happened to turn up a few hours later.

Marc Kokosky
(mak52580) - F - M

Locale: Washington, DC Area
Stockouts on 10/10/2013 10:01:12 MDT Print View

I've never ordered from him, but would like to. Problem is every time I'm on his site 85-90% of it is out of stock. Its hard when I want to buy a bunch of stuff and bundle an order but can't because only 1 of 8 items I want to order is in stock.

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Re: Stockouts on 10/10/2013 10:57:45 MDT Print View

He told me he was going a different direction. Discontinuing some items, bringing in some new ones.

Jon Foro
(fjoro) - MLife

Locale: PNW
Lawson's cool. on 10/10/2013 20:25:02 MDT Print View

And I don't trust any(every)one.

I've also "forgotten" about correspondence in my own job and not been as honest about it in my late replies. I'm guessing you'll be taken care of, but it's always good to be assertive, especially when your money's hanging out there.

Marc Kokosky
(mak52580) - F - M

Locale: Washington, DC Area
Re: Re: Stockouts on 10/10/2013 22:22:05 MDT Print View

Maybe... but this has been happening to me for over a year now, and the products haven't changed.

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Communication with Lawson on 10/11/2013 11:58:36 MDT Print View

I think I feel better about this if Lawson was able to reply to an email in a timely manner. Its been 21 days. I have sent 3 emails and have only been told "I'll look into it". I have heard nothing for days. We are not talking about a big order, it is a very small one, but not giving me much confidence to buy bigger orders. Maybe I'm expecting too much. I can understand issues, but not lack of communication or slowness of taking care of orders that were not shipped properly or lost.

Valerie E
(Wildtowner) - F

Locale: Grand Canyon State
High Standard on 10/11/2013 12:57:30 MDT Print View

I have never dealt with Lawson, so I really can't comment (though it does seem like a long time since your order)... but recently ZPacks made a small mistake with my order, and wow -- Matt had the correct item in the mail to me minutes later! It's only when something goes wrong that you can judge customer service, and I will not hesitate to buy from ZPacks again and again!

Dave U
(FamilyGuy) - F

Locale: Rockies
Re: Communication with Lawson on 10/11/2013 13:18:38 MDT Print View

I am a little surprised that he hasn't posted online here....

Gregory Allen
(Gallen1119) - M

Locale: Golden, CO
Re: Re: Communication with Lawson on 10/11/2013 14:26:15 MDT Print View

I'm surprised also. I would place him in the top 25% of suppliers based on my previous interactions.

spelt !
(spelt) - F

Locale: Midwest
Re: Re: Communication with Lawson on 10/11/2013 14:40:55 MDT Print View

I'm sure he will chime in eventually. I appreciate that he wants to develop new products, but I will +1 the wish that he kept the regular ones in stock. Glowire and Ironwire plus the pads are probably his best sellers, I imagine he'd sell a lot more if they were in stock more than a few months of the year.

Rick M
(rmjapan) - F

Locale: Tokyo, Japan
Re: Has anyone else had issues with getting your order from Lawson Equipment? on 10/11/2013 17:47:16 MDT Print View

He does seem to have unusually bad luck with USPS shipping. My first order from him went MIA with sketchy communication too. He said he was having a lot of missing international orders and changed his shipping policies/charges shortly thereafter. He kept asking me to wait, but his was the FIRST package I ever had go missing in my 20+ years in Japan and USPS First Class never takes longer than 2 weeks.

In fairness, he did offer to resend but I chose a refund instead that was barely squeezed in under the Paypal 60-day time limit.

Despite that experience, I placed another order some months later for shipping to my USA address. This order was delivered promptly and I was pleasantly surprised to see he also included the contents of my previous order gratis. I offered to pay for the extras but he declined. Pretty CLASSY and generous I thought!

My third order also went off without a hitch so until we start seeing more reports of orders not being delivered I'd say be patient but also cognizant of Paypal's refund time limits. Afterall, many previous customers defended Kookabay for months after its owner effectively "disappeared" with his last customers cash.

Matthew Perry
(bigfoot2) - F - M

Locale: Oregon
Has anyone else had issues with getting your order from Lawson Equipment? on 10/11/2013 17:49:05 MDT Print View

Never had any issues at all ordering from Lawson. Great seller, good guy.

Matt

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Contact from Lawson on 10/14/2013 19:14:44 MDT Print View

I sent a nice note(I think) explaining that I knew we all had problems from time to time, but he needed to have better communication. Told him he could also just refund the money for the pad and line that did not arrive, if he was out of the items. He told me that they were being reshipped and he was sorry he dropped the ball. I'm looking forward to their arrival :)

Nick Gatel
(ngatel) - MLife

Locale: Southern California
Re: Has anyone else had issues with getting your order from Lawson Equipment? on 10/14/2013 23:17:41 MDT Print View

Nothing but good to say about Lawson. Normally his communication is among the best of all cottage companies.

Reggie Garrett
(regarrett) - M

Locale: Lost in the mountains
Lawson on 10/15/2013 11:10:27 MDT Print View

Lawson's always treated me right.

Greg Wheelwright
(gdw) - M
Another satisfied customer on 10/15/2013 20:09:02 MDT Print View

I've placed a number of small orders with him and have no complaints, he's been reliable.

Mark Hurd
(markhurd) - M

Locale: South Texas
Reliable on 10/16/2013 16:02:30 MDT Print View

Same here. Good products ( when they are in stock :^) and reasonable service on the 3-4 orders I've placed over the last couple years.

Daryl Daryl
(lyrad1) - MLife

Locale: Pacific Northwest, USA, Earth
Re: Has anyone else had issues with getting your order from Lawson Equipment? on 10/16/2013 21:50:54 MDT Print View

He's always done well on orders in the past but is running pretty slow on my last one.

I'll give him a month and then contact him if it hasn't arrived.

I'm sure he will come through but if he doesn't I'll probably let him keep the $40 because he has done so well in the past and been so generous with his knowledge on the myog forum.

Lawson Kline
(Mountainfitter) - M

Locale: LawsonEquipment.com
Ohh Crap on 10/17/2013 08:51:37 MDT Print View

I just saw this forum. Oh Crap. Its a good thing you guys haven't completely tarred and feathered me just yet... Its true I messed up Roberts order. 2 of the 3 items got lost and I forgot to reply to his email. There no excuses as I strive to have great customer service. I just thank Robert for being understanding and patient.

And to all my other customers who have had to wait extra long for an item. I THANK YOU for your patience and understanding as well. With out you guys, this business would just be a dream. I know sometimes orders can take longer than expected and I am sorry for any trouble this may have caused you guys. I will never take anyone's money without delivering a product. While I hate to say it, sometimes I miss emails so if you send me one and don't receive a response. RESEND IT. Resend it as many times as you have to. You are not bothering me.

All that said, ever since Day 1 the foam pads have caused me ALOT of problems. I really should of never sold them, but the foam was so awesome I felt like I had to. For me they were always a kind of like lost leader and a source of most of my shipping troubles. I finally have decided to stop selling them as I am afraid they will eventually cost me my business. Speaking about that, If this forum doesn't ruin my business completely, then my goal is to focus my attention on three things. Cord, Tent Stakes, and Shelters. As well as better customer service, more places to buy my products, and them always being instock.

Thanks for all the continued business and support. Now let this forum die a quick death : )

John Myers
(dallas) - F - MLife

Locale: North Texas
Re: Ohh Crap on 10/17/2013 09:19:17 MDT Print View

"Thanks for all the continued business and support. Now let this forum die a quick death : )"

I'm thinking you will be alright.

But I think you mean "post" not "forum" :)

Ian B.
(IDBLOOM) - MLife

Locale: PNW
Re: Ohh Crap on 10/17/2013 10:13:33 MDT Print View

"I just saw this forum. Oh Crap."

Wow! Manned up, took responsibility, apologized, and didn't attack his customer in the process. What a concept!

You'll have my future business.

Gary Dunckel
(Zia-Grill-Guy) - MLife

Locale: Boulder
Re: Ohh Crap on 10/17/2013 11:04:47 MDT Print View

Way to go, Lawson. That's why we like doing business with you. Now we need a sneak preview of those shelters.

Aaron Sorensen
(awsorensen) - MLife

Locale: South of Forester Pass
Re: Re: Ohh Crap on 10/17/2013 11:30:39 MDT Print View

Nooo not the pads.
I love your pads.
24" wide, 3X stronger and lighter than others.

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Re: Re: Re: Ohh Crap on 10/17/2013 12:20:34 MDT Print View

I figured that shipping inexpensive pads would be logistically difficult. Especially with postage rates increasing. I was hoping there would be a way to make it work, but we understand the trouble they must pose.

Edited by mtnbob123 on 10/17/2013 12:36:18 MDT.

D S
(smoke) - F
Pads on 10/17/2013 12:53:38 MDT Print View

I don't recommend discontinuing a popular item because it costs more. That also keeps people from buying other things. Raise the price so you can make a little $ anyway. If there are other underlying issues, such as a supply problem, then maybe.

Just my 2 cents.

Chad B
(CenAZwalker) - F

Locale: Southwest
Shelters on 10/17/2013 13:02:58 MDT Print View

I've always had good experiences ordering from Lawson and wouldn't hesitate to order from him again. I'm looking forward to shelter options he will be offering. I've always wanted one of the tarps he made in the past that had one reflective side but have never been able to find one.

Christopher *
(cfrey.0) - M

Locale: US East Coast
What happened to the ... on 10/17/2013 15:27:30 MDT Print View

Semi-custom packs?

semi-custom pack link


http://www.backpackinglight.com/cgi-bin/backpackinglight/forums/thread_display.html?forum_thread_id=79195&skip_to_post=675048#675048

Edited by cfrey.0 on 10/17/2013 15:30:03 MDT.

Roger Caffin
(rcaffin) - BPL Staff - MLife

Locale: Wollemi & Kosciusko NPs, Europe
Re: Ohh Crap on 10/17/2013 17:16:33 MDT Print View

Hi Lawson

> I know sometimes orders can take longer than expected
Applies to stoves as well. :-) I am still 'servicing' the X axis on the CNC.

The cure? COMMUNICATION! And more communication.

Foam pads - if they still sell despite the shipping costs, continue to sell them but put a clear note on the web site that shipping them is a pain and expensive. There is no need imho to make them a loss-leader. In effect, communication. Let the customer decide whether the cost is worth while.

The tar and feathers are in reserve... :-)

Cheers
[Btw, personal comments, absolutely NOT official ones.]

Bob Gross
(--B.G.--) - F

Locale: Silicon Valley
Re: Re: Ohh Crap on 10/17/2013 17:25:06 MDT Print View

Let me extend this a bit from Roger's comments.

Never put yourself in the position of saying "no" to a customer request. If it is something that you want to sell, then give him the price and let him decide. If it is something that you really, really don't want to sell, then give him an enormous price and let him decide. The enormous price should be high enough that you will make some profit anyway, even with the hassles, but it should not be so predatory that it seems obvious.

That is the good part about managing your own web site. You can fill up the item descriptions with as many words as necessary. Use a small font if necessary.

--B.G.--

Valerie E
(Wildtowner) - F

Locale: Grand Canyon State
For What it's Worth... on 10/18/2013 10:49:21 MDT Print View

Lawson,

For what it's worth, those foam pads have a really good reputation on BPL, so if your supplier is ok, just pass on the cost of the shipping to the consumer (put a brief note about shipping costs on the webpage that lists the pads). That way, you won't take a loss on them, but you'll still get some extra traffic on the website from people looking at the pads. I'm sure I'm not the only one who, once I'm on a website I haven't been to before, takes a look around to see what else might interest me...

[Edited one sentence for clarity]

Edited by Wildtowner on 10/18/2013 12:25:35 MDT.

Andrew F
(andrew.f) - F - M

Locale: San Francisco Bay Area
Re: Has anyone else had issues with getting your order from Lawson Equipment? on 10/18/2013 11:22:08 MDT Print View

Yeah, I for one would pay more for the foam pads. You can't get a full length one anywhere else.

Jim Colten
(jcolten) - M

Locale: MN
Re: Re: Re: Ohh Crap on 10/18/2013 11:29:10 MDT Print View

Never put yourself in the position of saying "no" to a customer request. If it is something that you want to sell, then give him the price and let him decide. The enormous price should be high enough ...

30+ years ago the data center where I worked had a large customer who housed their own development staff with us. The by product of their service was time series biological data (non-human) over many years and distributed over an entire state.

They'd get periodic requests to use their data for purposes other than what it was collected for and had neither the staff nor time nor $$ to process hundreds of magnetic tapes to extract the requested data. The std price for such requests was set to be high enough to discourage all comers.

I was in their manager's office when he received a phone call for one such request. After finishing the call he looked at me and said "D*mn, I'm gonna have to go to my board and get a bigger number." :-)

Back to the OP topic ... I've sent Lawson a handful of orders with no problems and always excellent communication. I suppose (almost) everyone slips up now and then.

Edited by jcolten on 10/18/2013 11:31:31 MDT.

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Update on 10/20/2013 18:03:58 MDT Print View

I received 2nd pad and am now just waiting on the line.

robert v
(mtnbob123) - F

Locale: Upstate South Carolina
Lawson Equipment Order Now Complete on 10/21/2013 17:41:00 MDT Print View

Just wanted to follow up to say that everything is now received. I received my glo-wire tonight to make the order complete.

George Ramsdell
(ghramsdell) - M

Locale: Pacific Northwest
Waiting for Order on 03/26/2014 21:30:18 MDT Print View

I placed an order 1 week ago and have sent multiple emails and have not heard anything back other then the order confirmation.

Jennifer Mitol
(Jenmitol) - M

Locale: In my dreams....
Re: Waiting for Order on 03/27/2014 07:09:14 MDT Print View

He has a weird email server sometimes.
No worries tho, he'll absolutely take care of you. Just be a bit persistent.

Gabe P
(Gabe) - MLife
"Has anyone else had issues with getting your order from Lawson Equipment?" on 03/27/2014 08:07:32 MDT Print View

I've had nothing but good experiences with Lawson.

Robb Watts
(rwatts) - M

Locale: Western PA
Lawson is one of the good guys on 03/27/2014 12:00:56 MDT Print View

I've ordered from Lawson at least a half a dozen times and never once had a problem.
When I get free shipping on such a small purchase, I don't sweat the wait time nor do I expect a tracking number.
By the way, his thin closed cell foam pads are the bomb (according to my dog - I wouldn't know, he won't let me use it)

Ken Thompson
(kthompson) - MLife
Re: Waiting for Order on 03/27/2014 19:15:30 MDT Print View

I can't believe that anyone's order needs multiple e mails from Lawson. Its tent stakes, guy lines and other non life supporting equipment.

First world problems

D S
(smoke) - F
Site Down & Email Returned on 03/28/2014 08:21:34 MDT Print View

His site is down (says for updating) and an email to the old address was returned as undeliverable.

Edited by smoke on 03/28/2014 08:22:07 MDT.

Dave U
(FamilyGuy) - F

Locale: Rockies
Re: Site Down & Email Returned on 03/28/2014 08:48:10 MDT Print View

D S,

he is posting on this thread:

http://www.backpackinglight.com/cgi-bin/backpackinglight/forums/thread_display.html?forum_thread_id=89061

D S
(smoke) - F
I know on 03/28/2014 09:10:40 MDT Print View

Yes, I know he's posting there, but I don't want to hijack that thread to try to resolve an issue.

David Olsen
(bivysack.com) - F

Locale: Channeled Scablands
unique and custom stuff on 03/28/2014 09:22:45 MDT Print View

I feel for Lawson. Trying to bring unique stuff to market quickly, cheaply, with lots of customer input. You can get stuff from him in a few weeks or months after it's designed. Try doing that at REI or Black Diamond or Patagonia. They work a year out at best and once they run out of an item, it will be another year before the stores get more.

They do have a bank of phone and email people to answer questions. The answers might not be fully informed as they hire people at $11 an hour who may or may not have outdoor experience.

Dave U
(FamilyGuy) - F

Locale: Rockies
Re: unique and custom stuff on 03/28/2014 09:28:07 MDT Print View

"They do have a bank of phone and email people to answer questions. The answers might not be fully informed as they hire people at $11 an hour who may or may not have outdoor experience."

True. However, these companies also have many more clients and therefore inquiries. If you are posting on BPL, you have enough time to communicate back to a client, IMO.

Ian B.
(IDBLOOM) - MLife

Locale: PNW
Re: Re: unique and custom stuff on 03/28/2014 19:07:34 MDT Print View

I've made a couple purchases from him. Stakes and glowire are quality products. Price was fair. Delivery was timely.