Customer Service Issues with K and D Holsters
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Thread: Customer Service Issues with K and D Holsters

  1. #1

    Customer Service Issues with K and D Holsters

    After searching for what I thought might be the perfect holster for my wife to carry her Kel-Tec PF-9 with a CT laser, I decided on K and D Holsters. I called the number, gave them my order, and the guy says it will be 8-10 weeks. Okay, that's a long time to wait I thought, but my wife doesn't even have her permit yet so i completed the sale. This morning, I sent Kevin an email asking when to expect the holster, and he repeated the estimate of 8 to 10 weeks, but canceled my order so I wouldn't, in his words, have to wait any longer. Now, does that make sense? Opinions and comments always appreciated.
    "The 2nd amendment was never intended to allow private citizens to 'keep and bear arms'. If it had, there would have been wording such as 'the right of the People to keep and bear arms shall not be infringed'." -- Ken Konecki on Usenet, on 27 Jul 1992

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  3. I'm confused, he cancelled your order because you asked him how long it would take? Second are these custom made holsters as 8-10 weeks seems a little excessive.

  4. #3
    I ordered and paid for the holster on January 31, 2011. Yesterday was exactly eight weeks, so I emailed him inquiring when to expect the holster, and he said not to expect it until April 11 which would be 10 weeks. K&D sells a variety, but will customize the options. I thought 8 weeks was a bit excessive too, and as a customer, I know when someone hears 8 - 10 weeks, they're not hearing "10 weeks"; they're hearing "8 weeks". Furthermore, I've ordered custom holsters that were promised in 6 weeks, but always arrived early.
    "The 2nd amendment was never intended to allow private citizens to 'keep and bear arms'. If it had, there would have been wording such as 'the right of the People to keep and bear arms shall not be infringed'." -- Ken Konecki on Usenet, on 27 Jul 1992

  5. #4
    Kevin from K&D Holsters did as he promised. The purchase price was refunded to my credit card. Ten weeks is too long to wait for a holster; I don't care how good he thinks his product is if the customer never gets it, it's not worth it.
    "The 2nd amendment was never intended to allow private citizens to 'keep and bear arms'. If it had, there would have been wording such as 'the right of the People to keep and bear arms shall not be infringed'." -- Ken Konecki on Usenet, on 27 Jul 1992

  6. #5
    Join Date
    Jan 2011
    Location
    Tallahassee Florida
    Posts
    1,877
    If you order a custom product you have to understand that timelines are estimates and expect to wait. K&D makes an EXCELLENT product and canceling an order over a mere two additional weeks is in my opinion "cutting off your nose to spite your face."

    "It's easier to avoid conflict than it is to survive it" - SGB

  7. It always seems that people only give half the story.

    We clearly state on our website, and in conversation with the customer, that the turnaround time for our holsters is 8-10 weeks. This was reiterated to weekendskp.

    Right on the 8-week mark, I received the following email inquiry from him:
    "By my calculations, it's been eight weeks to the day since I placed my order. I've been patient, even though I felt eight weeks was excessive to make a holster. When can I expect my order?"

    When a customer comes in and tells me that our business practices (even though they know up front what they are) are excessive, I don't have to tolerate that. I'm not going to listen to someone criticize us.

    In a subsequent email he wrote:
    "I will spread the word of your business practices to the many forums of which I belong."

    Some people would view that to mean weekendskp is going to spread negative comments about us. There's nothing negative about what our stated practices are.

    Our turnaround times have nothing to do with "how good we think our product is." Our turnaround times are based on the volume of work we have to do. I run a business, I have more than one customer. We make/offer a variety of product. It takes the amount of time it does to get through the orders. That's just the way it is. If weekendskp doesn't like it, then move on to someone else.

  8. #7
    Quote Originally Posted by K-Man View Post
    We clearly state on our website, and in conversation with the customer, that the turnaround time for our holsters is 8-10 weeks. This was reiterated to weekendskp.

    Right on the 8-week mark, I received the following email inquiry from him:
    Quote Originally Posted by Weekendskp
    By my calculations, it's been eight weeks to the day since I placed my order. I've been patient, even though I felt eight weeks was excessive to make a holster. When can I expect my order?
    Quote Originally Posted by Kevin
    I informed you that the turnaround time for the holster is 8-10 weeks. The calculations would show that would make your order due out of here by April 11, 2011.

    However, since you feel the 8-week wait was excessive, I don't want to make you wait any longer. I am canceling your order and refunding the amount of $55.50 to your credit card account. That credit should be reflected on your account in 2-3 days. That action will resolve your having to wait any further.
    First off, I didn't cancel the order; Kevin made that decision unilaterally. My issue is not the waiting another two weeks to receive what I paid for. My issue is in K&D customer service. If they know or have reason to believe that it will take 10 weeks, then they should state "10 weeks". The customer does not perceive an estimate of 8-10 weeks to be 10 weeks. The customer perceives that at 8 weeks, he might be expecting his order, which is what I did. Secondly, Kevin did NOT say, "I quoted 10 weeks, if you don't want to wait, I'll refund your money." The average concealed carry licensee owns a drawer full of holsters. It's a good time to be in the business of making holsters. The demand is high, but I'll NEVER buy another holster from K&D, and regardless of how good business is, one can't afford to alienate a customer, especially one merely eager to get his hands on the desired product.

    Lastly, Kevin sent me an email that said I wasn't forthright about the content of my message. It is in quotes at the top for all to see. Customers have expectations when purchasing. Businesses can manage expectations so as not to disappoint the customer. K&D failed in that regard.
    Last edited by weekendskp; 04-03-2011 at 10:01 AM. Reason: grammer
    "The 2nd amendment was never intended to allow private citizens to 'keep and bear arms'. If it had, there would have been wording such as 'the right of the People to keep and bear arms shall not be infringed'." -- Ken Konecki on Usenet, on 27 Jul 1992

  9. weekendskp:

    You seem not to understand, even though I stated the reason, why your order was canceled. You essentially came into our shop and criticized our business practice(s). Let me say again, I don't tolerate that - never have and never will.

    We did not fail in any sense. You're unhappy because I cut you off after you criticized us. And now you expect me to just roll over? I don't roll over just to make a sale.

    And I'll state here as well - the customer is not always right. You seem to be under the impression that that is a golden rule in business. Actually it's a misconception.

    You made your bed, now you can lay in it.

    Good luck in your search for a holster.

  10. #9
    Mr. Manley was kind enough to point out that the customer is not always right. I was critical of the excessive time it took their understaffed operation to assemble a holster so he refused to sell the item to me. So, I did some research and found out that the customer IS NOT always right. But the customer IS business, and without the customer, you get a condition similar to "one hand clapping" - silence. If the business owner is so thin skinned as to take it personal when someone thinks that 2 1/2 months to make a holster is excessive, he won't be in business for long. Well, for two reasons, that it takes that long to make a holster, and that expecting it any sooner results in no sale.
    "The 2nd amendment was never intended to allow private citizens to 'keep and bear arms'. If it had, there would have been wording such as 'the right of the People to keep and bear arms shall not be infringed'." -- Ken Konecki on Usenet, on 27 Jul 1992

  11. Quote Originally Posted by weekendskp View Post
    ...If the business owner is so thin skinned as to take it personal when someone thinks that 2 1/2 months to make a holster is excessive, he won't be in business for long. Well, for two reasons, that it takes that long to make a holster, and that expecting it any sooner results in no sale.
    Hmmm....I've been in business for over 10 years now, and have had the same practices/policies in place. So yet again your comments hold no credence. And for your information, it wasn't all that long ago (less than 2 years) that our turnaround time was double what it is now, and guess what? We were grossing over $100k annually in sales.

    I'd suggest you rethink your perspective, Mr. weekendskp, because throughout this issue you've been on faulty ground. It becomes apparent with every posting you make that you don't know what you're talking about. But if you want to keep on, please feel free to do so.

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