As Tucas and delivery

Discussion in 'Shopping' started by Tomas Lindblom, Dec 25, 2020.

  1. Tomas Lindblom

    Tomas Lindblom Day Walker

    Hi,

    This subject has been up before and I'm sorry to have to bring it up but maybe I can get some response or at least caution others.
    On the 28th of May I ordered a Sestral Quilt from As Tucas. Got an immediate acknowledgement but otherwise heard nothing. On the 3rd of August I mailed to inform of my new delivery address (and to nudge a bit).
    Two weeks later I got my first (and so far only) reply from Marco. Personal complications had delayed him but were now sorted. He noted my new address and would soon get back with a definite shipping date.
    Three (3) months later, Nov 23rd, I mailed again, noting that an order today has a delivery of seven weeks according to the site. I noted that my order was soon to celebrate six months. Silence.
    Another three weeks, at Dec 16th I sent a short, dry, mail. Still no reply.

    An order today, Dec 25, is said to deliver at Feb 24-26. I'm nearing seven months of waiting.
    Has anyone else received their orders during the year?

    Kind regards

    Tomas
  2. WilliamC

    WilliamC Thru Hiker

    It seems you're not alone.
  3. Jmws

    Jmws Ultralighter

    Sorry to hear about this. I have had two previous orders with As Tucas and Marco was both excellent in communication and with the expected delivery date. (I have also been really pleased with my quilt and bivy).

    @Marco does contribute occasionally to this forum so it might be worth a PM to him here. I sincerely hope that he and his family are okay and not a victim of illness (or COVID), etc.,.

    Hope you manage to resolve things. Your experience is certainly not a ‘usual’ occurrence.

    Keep us informed.
  4. Chiseller

    Chiseller Thru Hiker

    Even with covid.... Most people recover and resume basic life functionality... Like being able to answer an email or post on social media. His last Instagram post was in late October which suggests there may be some sort of significant problem? I hope not... But it does seem an odd way of running a business with premium priced products that depends on good feedback.
    I hope he's well and hope that you get this resolved in your favour sooner than later.
    Even worse case on the health front... Word would have got round somehow.
    MonkeyBusiness likes this.
  5. Munro277

    Munro277 Thru Hiker

    Hope he and his are fine,but few years back when I won one on ( some Christmas giveaway calendar section hiker maybe) I somehow won
    Messaged him sizes ,took over a few months to come
    Understand COVID and other issues but sharing info and not taking peoples money would make this slightly better
    Let’s hope he’s ok,I’d get my money back and order Cumuluos ,but the down quilt I got off him is stunning I offered to review when he could tell me he had some ready ,his idea, never happened over last few years
  6. WilliamC

    WilliamC Thru Hiker

    As Tucas used to have an active Facebook page. They had a long silent period for the first half of this year - due to Covid? - then a flurry in September and early October, but silence since. It is worrying. It might be worth trying to message them on Facebook.
  7. WilliamC

    WilliamC Thru Hiker

  8. Tomas Lindblom

    Tomas Lindblom Day Walker

    So a Richard ordered in early Sept and got his in early Jan (after an unknown number of emails). From the link above.
    From Facebook I found that Mark was to get his delivery at mid Oct and got it late Dec.
    Both of them ordered months after me.

    I mailed Marco once again on the 12th of Jan. No reply yet.
    Today I also commented on his FB page.
    oreocereus and Boozawooza like this.
  9. Tomas Lindblom

    Tomas Lindblom Day Walker

    Well, it took almost 9 months but now I have it!
    I'm sure the quilt is great but the customer experience has not been.

    This is the timeline, T is me and A is As Tucas

    May 28 T: order
    May 28 A: confirmation
    Aug 3 T: notified new delivery address as I moved
    Aug 17 A: address acknowledged
    Nov 23 T: what's happening?
    Dec 16 T: reminder again
    Dec 25 T: post on trek-lite.com
    Jan 12 T: mailed again
    Jan 18 T: comment on FB
    Feb 5 T: new comment on FB ("take my money elsewhere?")
    Feb 5 A: sorry, ship next week
    Feb 12 A: shipped
    Feb 12 T: thanks
    Feb 12 A: appologies
    Feb 18 UPS delivery to old address, one hour drive to fetch it

    This would not have been OK even if it was the same for everyone, but I strongly suspect others have ordered and recieved theirs during this time.
    Case closed.
  10. Marco

    Marco Ultralighter

    Last year was a really hard one. I made mistakes, and how badly I managed several order were some of those.

    Anyhow, I've never tried to cheat anyone. But for sure this was a really bad customer experience, something that I really value.

    I'm working hard to catch up with pending orders. Everyone is informed now of estimated delivery dates.

    I would like to express my gratitude again for the support of this community. Thank you!
  11. Chiseller

    Chiseller Thru Hiker

    Good Post Marco, and ownership of responsibility and recognition of the situation is great.

    Hope you at least apologised directly to Thomas?

    I was expecting to see an apology in your above reply...:(
    Marco likes this.
  12. Marco

    Marco Ultralighter

    I apologised to Thomas by email, since I prefer to do it directly rather than in a forum. As I said, I reckon than I made mistakes, so the least I can do is to apologise. And of course fulfill all pending orders.

    I would also like to say that when some customer ask for a refund, I've always issue it. And also, that I'm covering all extra expenses (custom fees, import taxes...) due to Brexit on all delayed orders.
    gixer, Jason, Michael_x and 9 others like this.
  13. Chiseller

    Chiseller Thru Hiker

    :thumbsup:
    JimH and Marco like this.

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