Aircraft Spruce Rant

I too have had problems with Aircraft Spruce. Fortunately, my
experiences have been relatively minor in comparison with the horror
stories I have heard. Some of their business practices are quite
questionable. I will buy from Spruce only when there is absolutely no
other source.

Kent

Doug,

I've ordered from a dozen different aircraft supply companies. With one
exception (Skybolt), all of my experiences have been pretty good. Spruce is
very good in my opinion. Having one order delayed by a couple of days
doesn't seem like a big deal to me, regardless of how much money you have
spent through the supplier.

The thing I have learned with all of the suppliers is to ask "Is the item in
stock?" and "If not, when are you expecting a shipment?".

KB

"Doug Palmer" wrote in message
ink.net...
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website now
states that orders placed before 3:00 PM will ship the same day. This is
bull****. I ordered two gallons of UV smooth prime on Saturday and for
some reason they have not managed to put two gallons of paint into a box
and get it out and it is tuesday. I called them to ask when it would ship,
and I get attitude and an exasperated it should go out today sir.

Dealing with the spruce crowd has been a roller coaster ride. At times
they shine, then they will simply act like a third rate mail order house.
Most companies after you have spent 40-60K with them would give you some
sort of customer service and recognition as a return customer, not these
guys, hell, they seem to go out of the way to tick you off.

I'll be done soon, and not dealing with Spruce will be nice. I already
went with Gulf Coast Avionics for my radios as they had good phone support
and good prices - I highly reccommend. I bought my Wheels and several
other larger cost items through Wicks, again better prices. And I must
say, I enjoy calling the folks at Wicks for stuff. Their people are
friendly and there is a family feel on the phone. Unfortunately being a
northern California builder I often go with Spruce because once they fill
the order it only takes two days to get here UPS ground.

I guess the point of ths rant is to encourage builders to go with some of
the other good guys. The folks that have treated me right include Wicks,
B&C Specialty, Gulf Coast Avionics, RST, SKyGeek, Vans, Airparts Inc,
Mezimer (MAC), Grove Aircraft, Aero Parts and Supply, Sacramento Sky
Ranch. I'm sure there are others but I just cannot think of them now.

BTW the project is halfway through being painted, some photos can be seen
at http://www.whitealbatross.com/Webplane/index.htm

Thanks for listening!

Doug

I guess I don't see the big deal here. It say right on the front page
"certain restrictions apply"
I can't think of any shipping company that ships on sundays, and most
people know that UPS
doesn't work on weekends, sooooo what did you expect?

NO big deal, When I placed the order I was told it would go "right out" so I
was dissapointed when a Saturday order didn't go out on Monday, then when I
called (on Tuesday) to find out when it would actually ship I caught the
"why are you calling" attitude. Well, why advertise that you can get orders
out the same day when you can't get them out given a full business day? If
the service agent had one iota of hospitality I would not have started the
thread. I mentioned that Spruce shines from time to time, but bottom line
is that the other companies do a better job with their customer service
agents.


"Lou" wrote in message
ups.com...
I guess I don't see the big deal here. It say right on the front page
"certain restrictions apply"
I can't think of any shipping company that ships on sundays, and most
people know that UPS
doesn't work on weekends, sooooo what did you expect?

"Doug Palmer" wrote

Well, why advertise that you can get orders out the same day when you can't
get them out given a full business day? If the service agent had one iota of
hospitality I would not have started the thread.

Did you ask for a reason that it did not go out in one business day, as
advertised?

If not, that would be a beginning. Perhaps (I'm only guessing) there was a very
good reason that it did not, like an important part of you order was due to come
in, and without it, it would have been back-ordered. Something "like" that,
perhaps. Still, it should be standard operating procedure for Spruce to call
and inform you (or anyone) of a delay, I would think.

If you did ask, but got no answer, then it is time to go up the chain of
command, very politely, though, until you do get an answer, even if it is only
an admission of "we dropped the ball.". I have always found that calm
conversation begets calm conversation and answers. People's nature is to get
defensive, if they are backed into a corner.

I'm not accusing you of being rude or less than calm, since I don't know how
this all transpired. I hope you have better luck next time.
--
Jim in NC

Doug Palmer wrote:
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website now
states that orders placed before 3:00 PM will ship the same day. This is
bull****. I ordered two gallons of UV smooth prime on Saturday and for some
reason they have not managed to put two gallons of paint into a box and get
it out and it is tuesday. I called them to ask when it would ship, and I
get attitude and an exasperated it should go out today sir.

Dealing with the spruce crowd has been a roller coaster ride. At times they
shine, then they will simply act like a third rate mail order house. Most
companies after you have spent 40-60K with them would give you some sort of
customer service and recognition as a return customer, not these guys, hell,
they seem to go out of the way to tick you off.

I'll be done soon, and not dealing with Spruce will be nice. I already went
with Gulf Coast Avionics for my radios as they had good phone support and
good prices - I highly reccommend. I bought my Wheels and several other
larger cost items through Wicks, again better prices. And I must say, I
enjoy calling the folks at Wicks for stuff. Their people are friendly and
there is a family feel on the phone. Unfortunately being a northern
California builder I often go with Spruce because once they fill the order
it only takes two days to get here UPS ground.

I guess the point of ths rant is to encourage builders to go with some of
the other good guys. The folks that have treated me right include Wicks,
B&C Specialty, Gulf Coast Avionics, RST, SKyGeek, Vans, Airparts Inc,
Mezimer (MAC), Grove Aircraft, Aero Parts and Supply, Sacramento Sky Ranch.
I'm sure there are others but I just cannot think of them now.

BTW the project is halfway through being painted, some photos can be seen at
http://www.whitealbatross.com/Webplane/index.htm

Thanks for listening!

Doug

I find this hard to believe. I have been buying from Spruce for years
and years and have found thier service to be the best. Never a
problem. When I have called them about something, they have been very
helpful. Not the case with Wicks.

Just finished two orders to Aircraft Spruce and the first was almost
delivered while I was still on the phone. Literally the order was placed
one day and I received it the next before noon. Normally only McMaster-Carr
provides that kind of speedy service. I have shopped several times trying
to beat Spruce prices and found their prices to be as good or better than
others.

--
Stuart Fields
Experimental Helo magazine
P. O. Box 1585
Inyokern, CA 93527
(760) 377-4478
(760) 408-9747 general and layout cell
(760) 608-1299 technical and advertising cell

www.vkss.com
www.experimentalhelo.com


"David Melby Cavalier" wrote in message
oups.com...

Doug Palmer wrote:
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website
now
states that orders placed before 3:00 PM will ship the same day. This
is
bull****. I ordered two gallons of UV smooth prime on Saturday and for
some
reason they have not managed to put two gallons of paint into a box and
get
it out and it is tuesday. I called them to ask when it would ship, and
I
get attitude and an exasperated it should go out today sir.

Dealing with the spruce crowd has been a roller coaster ride. At times
they
shine, then they will simply act like a third rate mail order house.
Most
companies after you have spent 40-60K with them would give you some sort
of
customer service and recognition as a return customer, not these guys,
hell,
they seem to go out of the way to tick you off.

I'll be done soon, and not dealing with Spruce will be nice. I already
went
with Gulf Coast Avionics for my radios as they had good phone support
and
good prices - I highly reccommend. I bought my Wheels and several other
larger cost items through Wicks, again better prices. And I must say, I
enjoy calling the folks at Wicks for stuff. Their people are friendly
and
there is a family feel on the phone. Unfortunately being a northern
California builder I often go with Spruce because once they fill the
order
it only takes two days to get here UPS ground.

I guess the point of ths rant is to encourage builders to go with some
of
the other good guys. The folks that have treated me right include
Wicks,
B&C Specialty, Gulf Coast Avionics, RST, SKyGeek, Vans, Airparts Inc,
Mezimer (MAC), Grove Aircraft, Aero Parts and Supply, Sacramento Sky
Ranch.
I'm sure there are others but I just cannot think of them now.

BTW the project is halfway through being painted, some photos can be
seen at
http://www.whitealbatross.com/Webplane/index.htm

Thanks for listening!

Doug

I find this hard to believe. I have been buying from Spruce for years
and years and have found thier service to be the best. Never a
problem. When I have called them about something, they have been very
helpful. Not the case with Wicks.

I have never had that good of a response from Aircraft Spruce but on
many occasions I have accused McMaster-Carr of reading my mind and
shipping before I ordered. Hell, they once even told me they were out
of stock on an item that would take a week to get and I still received
it in two days instead of the next day. Most orders from McMaster-Carr
have been received within 24 hours and those which were not were within
48 hours. I love dealing with those people.



Stuart & Kathryn Fields wrote:
Just finished two orders to Aircraft Spruce and the first was almost
delivered while I was still on the phone. Literally the order was placed
one day and I received it the next before noon. Normally only McMaster-Carr
provides that kind of speedy service. I have shopped several times trying
to beat Spruce prices and found their prices to be as good or better than
others.

--
Stuart Fields
Experimental Helo magazine
P. O. Box 1585
Inyokern, CA 93527
(760) 377-4478
(760) 408-9747 general and layout cell
(760) 608-1299 technical and advertising cell

www.vkss.com
www.experimentalhelo.com


"David Melby Cavalier" wrote in message
oups.com...

Doug Palmer wrote:
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website
now
states that orders placed before 3:00 PM will ship the same day. This
is
bull****. I ordered two gallons of UV smooth prime on Saturday and for
some
reason they have not managed to put two gallons of paint into a box and
get
it out and it is tuesday. I called them to ask when it would ship, and
I
get attitude and an exasperated it should go out today sir.

Dealing with the spruce crowd has been a roller coaster ride. At times
they
shine, then they will simply act like a third rate mail order house.
Most
companies after you have spent 40-60K with them would give you some sort
of
customer service and recognition as a return customer, not these guys,
hell,
they seem to go out of the way to tick you off.

I'll be done soon, and not dealing with Spruce will be nice. I already
went
with Gulf Coast Avionics for my radios as they had good phone support
and
good prices - I highly reccommend. I bought my Wheels and several other
larger cost items through Wicks, again better prices. And I must say, I
enjoy calling the folks at Wicks for stuff. Their people are friendly
and
there is a family feel on the phone. Unfortunately being a northern
California builder I often go with Spruce because once they fill the
order
it only takes two days to get here UPS ground.

I guess the point of ths rant is to encourage builders to go with some
of
the other good guys. The folks that have treated me right include
Wicks,
B&C Specialty, Gulf Coast Avionics, RST, SKyGeek, Vans, Airparts Inc,
Mezimer (MAC), Grove Aircraft, Aero Parts and Supply, Sacramento Sky
Ranch.
I'm sure there are others but I just cannot think of them now.

BTW the project is halfway through being painted, some photos can be
seen at
http://www.whitealbatross.com/Webplane/index.htm

Thanks for listening!

Doug

I find this hard to believe. I have been buying from Spruce for years
and years and have found thier service to be the best. Never a
problem. When I have called them about something, they have been very
helpful. Not the case with Wicks.

BobR wrote:
I have never had that good of a response from Aircraft Spruce but on
many occasions I have accused McMaster-Carr of reading my mind and
shipping before I ordered. Hell, they once even told me they were out
of stock on an item that would take a week to get and I still received
it in two days instead of the next day. Most orders from McMaster-Carr
have been received within 24 hours and those which were not were within
48 hours. I love dealing with those people.


I was beginning to think it was just me. I routinely get the e-mail
from McMaster telling me they had shipped the day after I have already
received the shipment. I frequently order around 1 am and the shipment
arrives the next day.

As for ASS I have no complaints about their customer support. They
have always been pleasant and informative with me.

Dan, U.S. Air Force, retired

Doug Palmer's message

Doug let the group know about his dissatisfaction with the delay in
shipping on his recent order, and I wanted to let everyone know that we
have apologized to Doug for the order shipping Tuesday instead of
Monday (order placed Saturday), and refunded the freight cost due to
the delay. We do ship about 98% of orders the same day they are placed,
but his order got hung up in the warehouse late in the day. Doug sent
me a very nice e-mail and he seems to be back on board with Aircraft
Spruce as a supplier.

I reviewed the responses to Doug's posting, and appreciate the response
with both positive and negative feedback on Aircraft Spruce. If anyone
has any particular issue or problem relating to dealing with our
company, please let us know. We do work hard to provide the best
quality possible, but if there is something we need to resolve, we want
to do so. Thanks again for your comments.

Jim Irwin
Aircraft Spruce


Stuart & Kathryn Fields wrote:
Just finished two orders to Aircraft Spruce and the first was almost
delivered while I was still on the phone. Literally the order was placed
one day and I received it the next before noon. Normally only McMaster-Carr
provides that kind of speedy service. I have shopped several times trying
to beat Spruce prices and found their prices to be as good or better than
others.

--
Stuart Fields
Experimental Helo magazine
P. O. Box 1585
Inyokern, CA 93527
(760) 377-4478
(760) 408-9747 general and layout cell
(760) 608-1299 technical and advertising cell

www.vkss.com
www.experimentalhelo.com


"David Melby Cavalier" wrote in message
oups.com...

Doug Palmer wrote:
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website
now
states that orders placed before 3:00 PM will ship the same day. This
is
bull****. I ordered two gallons of UV smooth prime on Saturday and for
some
reason they have not managed to put two gallons of paint into a box and
get
it out and it is tuesday. I called them to ask when it would ship, and
I
get attitude and an exasperated it should go out today sir.

Dealing with the spruce crowd has been a roller coaster ride. At times
they
shine, then they will simply act like a third rate mail order house.
Most
companies after you have spent 40-60K with them would give you some sort
of
customer service and recognition as a return customer, not these guys,
hell,
they seem to go out of the way to tick you off.

I'll be done soon, and not dealing with Spruce will be nice. I already
went
with Gulf Coast Avionics for my radios as they had good phone support
and
good prices - I highly reccommend. I bought my Wheels and several other
larger cost items through Wicks, again better prices. And I must say, I
enjoy calling the folks at Wicks for stuff. Their people are friendly
and
there is a family feel on the phone. Unfortunately being a northern
California builder I often go with Spruce because once they fill the
order
it only takes two days to get here UPS ground.

I guess the point of ths rant is to encourage builders to go with some
of
the other good guys. The folks that have treated me right include
Wicks,
B&C Specialty, Gulf Coast Avionics, RST, SKyGeek, Vans, Airparts Inc,
Mezimer (MAC), Grove Aircraft, Aero Parts and Supply, Sacramento Sky
Ranch.
I'm sure there are others but I just cannot think of them now.

BTW the project is halfway through being painted, some photos can be
seen at
http://www.whitealbatross.com/Webplane/index.htm

Thanks for listening!

Doug

I find this hard to believe. I have been buying from Spruce for years
and years and have found thier service to be the best. Never a
problem. When I have called them about something, they have been very
helpful. Not the case with Wicks.