So... I have a few comments & situations to share which the jury is still out on whether we will be purchasing further from TCS now or in the future. My hubby has been ordering for 10+ years and swears by them; until recently that is. Over the last several months something drastically has changed and it's quite frustrating for someone who is relying on them to provide consistency with the fragrances since we resale them to our customers. At the moment I have several bottles that we have paid for that are not the correct scent in comparison to all of the previous bottles we have purchased. I have taken pictures and waited patiently for their Fragrance Technician to send a replacement; however, the replacement is still wrong so I'm thinking or wondering did they lose a key person who has all of their spot on recipes? We were told that we have to pay for the shipping back of these fragrances to have them tested to see what's what... clearly not what we want to hear when we have already paid to FedEX them (yup very high shipping costs) to get our scents priority. If you do not use FedEx Priority 2 day and go with regular Ground it can take up to 2 weeks for your products to arrive. We ordered on 09/13/2020 and did not receive it till 09/28/2020. That's seems to be the norm from our experience when we do use ground.
We are currently trying out Hayward Enterprises after I had a nice discussion with the owner about some of our concerns we are experiencing with TCS. (I did not share their name but referenced them as our go to vendor.) She did ask if I gave them an opportunity to remedy the situation and I, of course, have done that very patiently AND very calmly. I am still calm but realize that being our first choice to go to is going to be altered if Hayward delivers with the order I placed with them. I also realize that Hayward offers many more scents than TCS so we have ordered the incorrect ones to see how they compare as well as about a dozen of the scents we have wanted to carry but couldn't get. We ordered on Monday, 09/29/20 and our shipment will be here on Saturday, 10/03/20 without having to upgrade our shipping preferences and pay a much higher price to have expedited. I will say that Hayward's pricing was higher but if their quality, customer service and shipping is excellent then I go to the old saying you get what you pay for. I have owned many businesses and valued customers is top priority in my opinion. We rely on our vendors to support and provide great quality in every aspect; our customers feel the same about us. When we have a favorite fragrance of theirs that is not what they have been purchasing it falls on us; we lose them as customers and they tell everyone... believe me it is a telephone tag out there today so there is very little room for disappointment. We totally understand mishaps happen and we get that shipping out large volumes an error occasionally takes place but for us in the last 5 months we have had 5 bottles that are incorrect; that's 4 too many.
We are an honest, fair and ethical business which is why we are growing in leaps; however, when we have these unfortunate circumstances with suppliers, it truly does make it harder on us. We have lost monetarily, marketing efforts since we can not sell the incorrect products and I'm sure a customer here or there. I'm not sure of anyone else's experiences but I do know that we are sincerely disappointed. We are praying for Saturday. :-)
I would love to hear if anyone else is having a similar experience now or in the past and how you were able to remedy it positively?
