Cherry Tree

[kmmcrafts]

Well, selling physical patterns is got to be tough to please everyone.. Years ago we used to buy packaged patterns from a local lumber and tools supplier. The patterns was packaged in plastic envelopes and hung on a turning display rack in the store.. The patterns was folded as to fit into these packages. Same with the scroll saw magazines.. they put patterns on a very large sheet both front and back and fold it all up to fit into the magazine pages.. you have to take the staples out of the magazine to get the patterns out in one piece, LOL. BIG reason I no longer subscribe to them. 

I'm amazed that they say the tubes get damaged more, I sold decals for about 8 years with over 20,000 orders before I handed that over to a friend that still runs the shop. I only had maybe 1 issue with damage and always used the tubes to mail the decals in.. The decals were reproduction tractor emblems and logos to restore classic tractors.. so they had to be perfect in order to use them.. It appears it's more worth stating up front that you'll be damaging the patterns before you put them into the small box. I think the real issue here is more about cost effective shipping rather than mailing out a undamaged pattern.. 

With all that said, I can see both sides.. It's hard to ship practical for patterns and yet compete with electronic files being downloaded from other sites. Seems like there could be an option to let folks know that their order will have the patterns crushed into a box or for extra shipping they can have them mailed into a tube or other means they prefer that makes it easy for both parties to be happy and no squabbles about crushed patterns if they choose the cheapest method of shipping. I don't know the answer, but I do feel like there could be a resolution to this to maintain and gain happy customers that come back to order again.. and stating that it's just how you do you packaging isn't really that answer in my opinion. I've lost a lot of money up front a few times over the years of doing business just to give a customer 120% satisfaction.. a bragging customer will almost always bring in more customers.. a dis-satisfied customer can chase away several thousand customers and for many years.. Look at the issues of the type two DeWalt scroll saws as an example.. They went to the type two saw nearly 20 years ago.. moving that production line to another plant and calling the saw the type 2.. having issues with it's first run of production and people still talking about the type 2 saws being junk and recommend you find a type 1 that is now 25 years old.. just because a few bad apples slipped past quality control 20 years ago and this is still brought up in discussions today to stay away from any type 2 saws..  With the internet these days it's never been more important to leave a customer with a positive experience because the word gets around very fast and sticks around for years.. Not like the old days where the local town might hear about a bad situation but with internet the whole world seems to hear about it.. and within only a few days.. and basically sticks around forever.. 

[ben2008]

I agree with you Kevin and I do see both sides. But when I read this, it really changed my mind about this company.

"We have never and will never roll our plans and patterns and ship in a tube. Tubes get damaged way too easily in shipping and with 1st class mail the postal service does not cover any of that."

That simply is not true. I have ordered plans from JGR  (intarsia.com) for about 20 years. Judy packages all her plans in heavy duty tubes and not once in all those years have I ever received a damaged tube. And there are never any heavy creases in her plans. They are a joy to work with. I wish all pattern makers would do that.  Downloads are quite different. Unfortunately with downloads you need a large format printer for some patterns, or you have to take them somewhere to have them enlarged.

"It's always something". Roseanne Roseannadanna

Ben

[OCtoolguy]

I too received a reply from Cherry Tree. It appears you didn't give us the complete story of your order. Anyway, here is what they sent me.

Cherry Tree Toys Service Dept <service@cherrytreetoys.com>	7:59 AM (4 hours ago)		Reply
to me

 

 

 

 

 

 

Good morning Ray Just wanted to touch base with you on your email to us. We have responded to the complaint. And just so you are aware the plans/ patterns were not stuffed into an envelope they were placed into a small 1st class box. When you choose 1st class shipping choices are limited as to what we can ship in.  What he choose to not mention is that he also ordered a clock insert so packaging and shipping changes. We have touched base with Benny. 

 

Thank you 

Tammy

[ben2008]

1 hour ago, octoolguy said:

I too received a reply from Cherry Tree. It appears you didn't give us the complete story of your order. Anyway, here is what they sent me.

Cherry Tree Toys Service Dept <service@cherrytreetoys.com>	7:59 AM (4 hours ago)		Reply
to me

 

 

 

 

 

 

Good morning Ray Just wanted to touch base with you on your email to us. We have responded to the complaint. And just so you are aware the plans/ patterns were not stuffed into an envelope they were placed into a small 1st class box. When you choose 1st class shipping choices are limited as to what we can ship in.  What he choose to not mention is that he also ordered a clock insert so packaging and shipping changes. We have touched base with Benny. 

 

Thank you 

Tammy

What do you mean I didn't give the whole story? I said they were stuffed in a small box and wrinkled. I didn't actually measure the box at that time of posting. But cramming  17" wide pattern in a 9" box apparently is acceptable. Tammy said they were put in a small box and folded 4 times. What did I leave out? I never said anything about an envelope. Did you actually read my  initial posting? The clock insert had nothing to do with stuffing this pattern in a small box. They could have easily put it in a larger box and maybe charged me for it. I would have paid if I knew what the outcome would be. Instead they chose the cheapest way.

Edited August 26, 2021 by ben2008

[OCtoolguy]

48 minutes ago, ben2008 said:

What do you mean I didn't give the whole story? I said they were stuffed in a small box and wrinkled. I didn't actually measure the box at that time of posting. But cramming  17" wide pattern in a 9" box apparently is acceptable. Tammy said they were put in a small box and folded 4 times. What did I leave out? I never said anything about an envelope. Did you actually read my  initial posting? The clock insert had nothing to do with stuffing this pattern in a small box. They could have easily put it in a larger box and maybe charged me for it. I would have paid if I knew what the outcome would be. Instead they chose the cheapest way.

Well, what I meant was the part about the clock insert. That does add something to the story. I agree with you about a larger box but somebody in the shipping department didn't want to take the time to check with you. As for the folding of the patterns, I told them that many other sellers use mailing tubes with no problem. Anyway, what it comes down to is that Cherry Tree has more business than they can handle and don't really care if they piss off a few folks in the process of doing business. To me, all businesses should have a live person that you can call or that can call you if there is ANY question as to an order. It would have been a simple thing to contact you and ask how you'd prefer it to be handled/packages/shipped. For me, I won't be doing business with them in the future.

 

[ben2008]

15 hours ago, octoolguy said:

Well, what I meant was the part about the clock insert. That does add something to the story. I agree with you about a larger box but somebody in the shipping department didn't want to take the time to check with you. As for the folding of the patterns, I told them that many other sellers use mailing tubes with no problem. Anyway, what it comes down to is that Cherry Tree has more business than they can handle and don't really care if they piss off a few folks in the process of doing business. To me, all businesses should have a live person that you can call or that can call you if there is ANY question as to an order. It would have been a simple thing to contact you and ask how you'd prefer it to be handled/packages/shipped. For me, I won't be doing business with them in the future.

 

"Anyway, what it comes down to is that Cherry Tree has more business than they can handle and don't really care if they piss off a few folks in the process of doing business." 

That's the real issue. Tammy even said so. I really got that impression from her comments.

Plus they lie.

Edited August 27, 2021 by ben2008

[Roberta Moreton]

My take is that there should have been two different shipping charges, one for the clock in the box and one for the pattern in an envelope. The shipping seems to have been combined, so that limited the options. 

[Rockytime]

Moral of the story: OK to piss off one customer. Don't try it with Village!

[rjweb]

I feel that the only reason they responded because of this forum and the villagers, otherwise you would not heard a peep out of them, thx because I will never order from them, RJ 

[ben2008]

7 minutes ago, rjweb said:

I feel that the only reason they responded because of this forum and the villagers, otherwise you would not heard a peep out of them, thx because I will never order from them, RJ 

I agree 100% RJ

 

Edited August 27, 2021 by ben2008

[ben2008]

1 hour ago, Rockytime said:

Moral of the story: OK to piss off one customer. Don't try it with Village!

You got it right Les

[Scrappile]

I have received three envelopes like pictured, containing patterns, from Spain.... No damage to any of them or the patterns.. Why can't Cherry Tree do it within the USA?

 

[rjweb]

Because they don’t care, they look at bottom line, RJ