Leslie W.
Yelp
This is an updated review is for my retail experience. I did a canoe paddle in 2015 and the experience was wonderful. When I wanted to purchase a custom ordered canoe I naturally thought of them. I called them the morning I knew canoe orders opened for the manufacturer. Because of the the pandemic, canoes are scarce and the ordering process is very competitive. Time was really of the essence that morning. They were busy getting groups out on the river, which I totally understand. I called back a second time and was put in touch with someone who took the custom order for the $4k canoe and my credit card information. That's where all communication stopped. I placed the order on June 28, 2020, and as of today, August 5, 2020, I have received no receipt, no emails and not a single phone call. I believe the order was placed with the manufacturer and I know our credit card was charged the next day. My husband and I were traveling in the area in July (we live three hours away) so we stopped in to speak with the woman who placed the order. She was there but we were told that she was tied up with paperwork and they weren't sure when she could step out of the office to talk with us. When we asked for recommendations on a PFD for my husband, another woman simply pointed across the room and told us to look at them and try them on ourselves. We didn't feel valued as customers so we left and decided we will buy our PFDs and paddles elsewhere. At this point, I can't recommend them as a retailer and would suggest the owners conduct more sales and retail customer service training with their team. Hopefully, I will someday get a receipt and, more importantly, a canoe.
Update: I spoke with the operations manager in August and she acknowledged the ways she and her team can work to improve customer service. She did an excellent job getting my canoe order into the wholesaler and has since emailed my receipt. I recognize that it's hard to hire folks with customer service experience during the pandemic and look forward to picking up my canoe when it arrives.