"Problem at Stone Mountain?" Topic

I placed an order two weeks ago on Stone Mountain's website, paid immediately through paypal. I received no confirmation of the order, or notice of shipping. I sent an email inquiry, and received no reply. I called their listed number and left a message on the answering machine with no result.

Anyone know what is happening with them?

I've some difficulty getting ahold of him in the past. But I've never had him not fulfill an order.

Please let us know what happens next. I hope you get a response, because I was thinking of making an order myself.

Tom,

I am some what confused here. I went back through our PayPal account for payments received since 12/16/2014 and I didn't see any record of your payment. I then reviewed all orders received from above date through the web site and didn't find anything from you.

Please email me directly at stonemountainmin@gmail.com so we can straighten this out.

If I missed your phone message I apologize.

If you want to PM me you can do that as well, I want to resolve this asap.

Dave
Stone Mountain Miniatures

I have never had any problems with any order for over 20 years. Great guy to deal with.

This is exactly how a small business person should respond to a complaint! I often read consumer reviews on Angie's List where the business owner is defensive or dismissive in their responses to complaints. I NEVER choose them to do work in my house. Look, I'm in business too and we all make mistakes. Sometimes it's the business and sometimes it's the consumer but it always falls to the owner to try and make things right. That is, if they want to keep that customer and grow their business. Same applies to everyone. Walmart is closing locations now. They may never learn.

He has been one of the most reliable people that I have ever ordered from!

Besides the above post, I have been contacted directly by Dave at Stone Mountain. I do appreciate being able to get this order confirmed and soon in the mail.

Ok, so here is the current status: I placed the above discussed order on Jan. 4th. It is now Feb. 5 and I have neither order, nor a date for shipment. I was told my order would ship Jan. 19. My last two emails to Dave have gone unanswered. So: not good customer service and no product. This may be a random case of bad luck, but I have reason to believe that I am not the only one experiencing it.

Here is the final resolution: on Saturday (Feb.6th), I received my order from Stone Mountain. I am very pleased with the quality of the models….I was expecting much "rougher" castings. I am not complaining about the month that the order took….I was in no hurry and told Dave that via email. However, the practice of not responding to any emails/phone calls until one posts a complaint on TMP is not good customer service. Since I received no confirmation of the order, my initial emails (ten days after placing the order) were simply intended to confirm that the order was received. After no reply, my phone call and additional email was in a more concerned mode…thus leading to my posting on this site.

I, too, have been waiting for part of an order since January but Dave also shared that he had the largest number orders for January that he's had in years – so maybe he's just been really backed up. And maybe he is just embarrassed to admit it since he has since a solid reputation for filling orders – if not for communicating so well. I'm landing on the side that he's working harder to fill orders than to deal with communications. At least for now.

I am excited to see what's left of my order, though, so I guess that makes me a little impatient.

I have ordered from Dave heavily since 1985. I have never had a service problem with him.