"Hotz Artworks - Shipping Issues in the US?" Topic

Hello, everyone -

Hoping to get some information. We have been waiting for some time on a Hotz Artworks order with no response to our attempts to communicate.

On 9/9, we placed an order for three mats from Hotz Artworks, with an invoice dated 9/10. Money was charged on 9/11. A week later, on 9/17, we asked about the status of our order, and were informed that it was hoped the items would be delivered within two weeks for shipping.

As of 10/26, we have not received our products, and emails on 10/10 and 10/17 were not replied to. We have had issues contacting Hotz Artworks in the past, but usually chalk this up to email filters or bad servers. However, this is a bit of a concern, as the money was taken over a month ago.

Has anyone else experienced similar problems with delivery and/or communication? I understand that things have been difficult for Eric – and my prayers are with him – but I'm beginning to get a very uncomfortable feeling about this, particularly since the money was taken out of the account over a month ago.

Thanks,

A.

I game once in awhile with Eric at the Trumpeters Club. I think I still have a phone number for him. I can call him for you if you like?
Thomas

Eric is a good guy and time seems to be a bigger issue for him than money. I would be very surprised if he should have any issues concerning his solvency -- so don't worry about your money. If it's been quite a while, yeah, you should drop him a line and see what's going on.

mjc

it took my order about 2.5 weeks to come in IIRC (LOVE the Mat btw)

I spoke to Eric earlier this week and he's hard at work getting caught up on back orders (he's even hired two part-timers to help out).

I'm not going to go into details, but Eric has hit some tough personal issues right now and I can't even begin to tell you how upset it's making him that he's fallen so far behind in his work. He's VERY aware that this "time of troubles" is hurting his reputation and, to be honest, it's really tearing him apart. And, of course, it should. In his situation I would be very concerned about my professional reputation, especially one that I'd worked so hard to build over the years.

By the way, I met Eric through his professional work. I was one of his satisfied customers for a couple of years before we started chatting more and got friendly. His skill and professionalism are two of the qualities I really admire in him. I gotta tell you, it actually hurts me to watch what he's going through because I went through something similar about 10 years ago…

Anyway, I'm not writing this post to apologize for him. He doesn't want that nor does he need that. I just wanted to fill you in on what little I can about the "back story" that's affecting your order. He's been so busy trying to catch up on his back orders that he doesn't hit TMP every day, so I'll forward your post to him and I'm sure he'll respond promptly. If he doesn't contact you here, or through e-mail, please let me know on Monday and I'll phone him and check up on him (at that point it will mostly be to make sure he's still okay).

Mike Mitchell

I've had very good service from Holtz Mats.

I placed in order in early August. I received my mats in mid Sept. They are the highest of quality and are worth the wait.

Eric is a first rate guy. I think the wait will be worth it.

I just wrote him earlier today to check on MY order-- haven't heard back yet, but I'm not concerned. Enough good people have said he's a good guy to alleviate any concerns I might have had without the info off of this site.

I echo mmitchell….there are some extreme issues interfering here…….give it some time. I can relate, having had my own issues when I owned "True North Productions".

I appreciate the comments from all, and I believe I've exercised quite a lot of patience with this. I've been through similar issues, so I'm not unsympathetic.

That said, he has still not responded to our emails, and he does have our money. I'm sure you can see that I would be concerned about this.

-A.

Aurelian: If I were in your shoes, I'd also be concerned, and with good reason. In fact, I'd probably be downright snitty about it (I tend to get that way when I order stuff and it doesn't arrive).

Fortunately, I heard from Eric over the weekend (which is good because I was getting worried) and -- for some important reasons -- he was out of town. I think he gets back late today or early tomorrow, so I strongly suspect you'll hear from him shortly.

And even though it's not my place to say this (it's not my business, after all, and I'm just a friend of his), but I do want to say "Thank you" for being patient. The stuff that's going on is a out of his control and your patience is doing something kind for him. That's all I'm going to say on that, except that I hope you earn much good Karma for your patience.

And, when you do get your mats, let us know what you think. I love mine, and (frankly) I'm not easily impressed by a game mat. I'm more of a custom terrain type and like to make my own drop cloths, but this mat is REALLY nice.

Hello, everyone.

I just wanted to update. Still no reply from Hotzmats, and still no product in the mail.

I'm losing patience.

-A.

I have been following this thread and thought you might be interested to know that the following was posted on Hotz's website under News: October 24th: Several new game mats are about to be released. These should be announced on: October 29th. October 18th: Hotz ArtWorks (Hotz Mats) has been moved to a new studio. We were originally planning to move our print studio to a new location at the end of October, but because of various problems that came up, none of which were in our control, we were forced to move earlier. We completed the move on the 15th of October, and this also included moving our graphic studio as well. As of October 15th, both our graphic and print studios are located in the same studio, which makes things a lot easier. Our new studio is also located within easy travel distance of where we live so we have eliminated the one commute to work each day, which is very good.

What this means is that the building move (which could understandably delay communications and orders) was completed almost a month ago. And, they have been working on new releases of standard mats as of October 24. It only takes 5 seconds to respond to a customer's email and say "we're working on it, please be patient." Yet despite Mr. Hotz's "issues," whatever they may be, he has had the time not only to discuss these issues in detail with several of his fellow wargamers, he has had time to design entirely new products for upcoming release, and post about them on his website – all the while maintaining complete radio silence, despite multiple status inquiries, as to a custom order placed two months ago! This makes little sense to me. Also, isn't there a law about mail orders, that they have to be delivered within 30 days unless otherwise agreed? Seems like Aurelian's order is well past that generous timeframe….

In answer to your question, I believe that the limit is 30 days, after which point the product has to be delivered. Not an expert on this. I live with a lawyer, however, so maybe she knows.

At any rate, there is still no product on my doorstep, and still no response from Mr. Hotz. Another email was sent earlier this week, requesting some sort of contact. And still no response.

I think that you could say my patience is now officially exhausted. I apologize to those of you who do not share my views on the subject. I'm sure it's quality product, and I know that Mr. Hotz is a nice guy, but, be that as it may…

-A.

I'm sorry, but taking people's money and not producing the goods in a timely manner is ……

I can appreciate small hobby manufacturers having periodic delays but again, if the problem is severe let the customer know up front. I ordered two hex matts and it took 4 months to receive. Worse, emails were not responded to and only when threatened with a dispute did Eric decide to respond. As I've said elsewhere, reasonable delays can be forgiven with good communication. Better to let the otherside know the details and offer returning their money instead of dead silence.