Odd experience

GeHmTS · Feb 22, 2014

Ricks said:
I have been buying my wood pellets from the same stove and pellet dealer for the last 4 years. In total I have purchased about 9 tons from them. Just this year I have purchased almost 2 tons; it has been a cold winter. I tried to place an order for a 3rd ton and was told since I was not a regular customer I could only purchase 10 bags at a time.

Rick.......

I wouldn't go back. What they probably mean by not being a regular customer is that you haven't bought a stove there in a while. Just curious, where did you get your stove?

A lot of these small retail pellet stores are like this. I ran into that in a store in MA and I haven't' been back since. In my case, I didn't get the ton I went their for. They rather sell these to you by the bag, so they can pocket more $$$.

Ricks · Feb 25, 2014

I actually purchased my stove in Massachusetts when I lived there. I have found some dealers won't service a stove if you did not purchased it from them. But this is the first time I have had trouble purchasing a ton of pellets from a local store.

I do plan of trying to purchase more tons from them, but will keep track of the the number of tons I purchase and remind the store each time I purchase anything from them. Just because I did not purchase a stove from them should not restrict me from buying a ton of pellets from them.

I can understand the store restricting purchases of pellets if you are not from the area since the store should sell pellets to their local customers first. for example the store owner reported to me that someone drove over 2 hours (4 hours round trip) to purchase a ton of pellets. In all likelihood this customer won't be back. But someone like me (who did not purchase the stove from them) but lives in the area will purchase multiple tons over multiple years from them.

In the end I was more frustrated that the clerk and owner did not recognize me and did not know I was from the area even though I have purchased 4 or 5 tons from them.

Rick........

razerface · Feb 25, 2014

Ricks said:
In the end I was more frustrated that the clerk and owner did not recognize me and did not know I was from the area even though I have purchased 4 or 5 tons from them.

Rick........

I would say that is the whole problem right there,,,glad you saw it and know it too.

I have my own business. I have hundreds of customers. I recognize the ones who come in daily or weekly,,but have trouble with remembering the once a year customers. If you buy pellets once a year,,it may be that they have no idea who you are.

The owner apologized and sold you pellets once you reminded him you are a regular customer,,,,so that should have solved the problem. He didn't make you go home and produce receipts right? He took your word for it.

He should not have offered you a special deal because he did not remember you, no harm was done except to your ego ......he should have sold you the pellets,,which he did.

sounds like a good dealer

Ricks · Feb 25, 2014

I did not ask for a special deal, I understand pellet sales have a small profit margin. But I did expect the clerk and owner to remember me. You are right in the end the owner took my word and sold me the pellets; which is what I wanted.

The store has not lost my business and I will continue to purchase pellets there as long as the pellets are high quality.

Rick.......

GeHmTS · Feb 25, 2014

Ricks said:
I do plan of trying to purchase more tons from them, but will keep track of the the number of tons I purchase and remind the store each time I purchase anything from them. Just because I did not purchase a stove from them should not restrict me from buying a ton of pellets from them.

Well I called the pellet manufacturer and told them about my bad experience and here was their reply:

GeHmTS,

I am very sorry to hear you are having issues getting our pellets. Unfortunately, in a year where we are short on pellets for our dealers they have to keep lists and maintain them the way they feel to be fair. All our dealers will only take orders from existing customers when this is the case and we stand behind them 100%. This is probably why they explained to you that you did not buy a stove from them and so they cannot assist you at this time.

Again, I am very sorry that you are having trouble sourcing pellets at this time, but I cannot fault our dealers for choosing to supply existing customers over new ones at a time when pellets are in high demand. For the exact same reason, we do not take on new dealers at the expense of not supplying our existing.

Regards,

Paul

At least now I know why they treated us this way. In my case, I'm never going back as there are too many other places to buy pellets.

BrotherBart · Feb 25, 2014

Sounds like a wrap to me.

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