Author Topic: Brooks ! I need help !!! (Read 2454 times)

goldhound56 · « **on:** February 08, 2007, 02:37:26 AM »

I ordered a .22-caliber cannon from Brooks. My credit card was processed on Jan. 25. I've sent an e-mail asking for confirmation of my order, but have gotten no response. Does anyone have the phone number for customer service? Has anyone else had any problems with Brooks? This is my first order from Brooks. I'm wondering if I got rooked.

goldhound56 aka Kenny Nelson

Double D · « **Reply #1 on:** February 08, 2007, 04:02:21 AM »

At the top of the Cannon Resource list is posted a warning.

Quote

CAVEAT EMPTOR
Contact these sites for information about their products before ordering. Dealers may not update their sites frequently. Dealers may list products that they no longer have and may have products not listed. It’s best to send them an email or make a phone call to inquire about what they have before ordering. On large websites use the website’s search function to find what you are looking for or use your browser find function to search.

Do your research, before you order. Query the Companies on http://www.google.com . Use the Search function on GBO. Find out what is being said about the companies before ordering.. Make sure you know who you are dealing with and where they are before ordering.. Get contact information, including email address, business addresses, and telephone numbers, before ordering.

Before you send money, communicate with the company. Ask about delivery dates, back order and stock availability. Lock down delivery dates. If possible, pay with a credit card or postal money order. Don’t send cash, grocery store money orders or cashiers checks. Keep records of every contact and transaction.

Keep in mind that a lot of these products are unique items. You won't find them at Wal-Mart. The items are often hand made by craftsmen who work out of their garage. These people often have a real job and work on these products in their spare time. It is time consuming and costly to set up and make these articles. Be patient.

Brooks is a sponsor of this board and have an excellent reputation. You will find nothing but the be highest regard for Brooks here. Just from the tone of your post it sounds like to me you did not do any of the things listed above before you ordered and I would say your bear some responsibility for not checking before ordering. To suggest you have been "rooked" when you didn't your part first is unfair.

Rickk · « **Reply #2 on:** February 08, 2007, 06:47:28 AM »

I really doubt that Brooks would "rook" you.

They usually ship pretty quick, but there is always the possibility that he ran out and has to make up another batch. Then too, something could have gone wrong with the order and it got lost. How long has it been since you sent the e-mail?

Rick

EL Caz 66 · « **Reply #3 on:** February 08, 2007, 07:08:44 AM »

DD,

With all due respect, from what I'm reading here is a concern not an attack on Michael from Brooks.. I myself had purchase several items from Brooks always happy with the product. just a little lack luster with the communcation part.. I myself have been waiting for a clear reponse from Michael on a barrel being cut for me at this time.. I totally understand its a first come first serve bases and sometimes thing come up.. As a customer all I ask is to keep me posted if something causes delay..A good business practice is communaction... Let the customer know how long its going to take and if its going to taking longer then first expected swing the person an email or a phone call.. For what I see a thread from Brooks was posted a few days ago promoting his firecracker cannons, why couldn't he make the efford an reponsed to the customer questions?At the end of the day it is a business for The Brooks co. they should run it like one... Also Why no phone Number? As a sponser he should have provided it.. I can understand where goldhound56 is coming from... I know for a fact that there is also one other member here that has a similar problem.. Ed

Graybeard · « **Reply #4 on:** February 08, 2007, 07:46:54 AM »

It's very easy for a person to sit back on the side lines and say all businesses should communicate well with their customers and to keep them apprised of all things happening with their orders. I too agree that is an ideal situation but isn't real life. Large corporations have entire staffs to do such things yet often fail in it. Small one man operations just cannot do that and still produce the product you want. Slow communication is gonna happen with such small busineses.

Will you be rooked by a GBO sponsor? Not very likely. Will you in this case? Nope, not gonna happen, he has proven honest and trustworthy too many times in the past to give up that reputation just to beat you out of your money.

But he does run a rather small operation and does try to devote as much time as possible to production not communication. While I'm as guilty as anyone of becoming impatient it is a good idea to not do that and to give a person time. Small one man shops just don't have time to read e-mail several times a day, make all the products you want and ship them out as well. Why no telephone listing? Probably because he knows he can't be on the phone all day if he's to make the products.

Double D · « **Reply #5 on:** February 08, 2007, 08:06:27 AM »

It's one thing to complain about not getting a response to an email or not getting your order. These are legitimate complaints and any advertiser should be concerned about them.. One of my pet peeves is companies who put up email addresses and either never respond or respond weeks later.

It is quite another thing to imply that you have been cheated when you only placed the order two weeks ago. Quite out of line I'll say.

EL Caz 66 · « **Reply #6 on:** February 08, 2007, 10:48:39 AM »

Exactly!!! Thats my Point... I don't believe the size of one's company has anything to do with repling to a customers questions or concerns... Ed

Graybeard · « **Reply #7 on:** February 08, 2007, 12:01:23 PM »

Maybe it "shouldn't" in an ideal world but the facts of life are it does in the real world we live in. There are only 24 hours in a day. Most of us take close to 1/3 of that sleeping. Everyone needs some time for themselves and their family. Most small business folks like him put in long work days when they are processing material and that just don't leave a lot to reading e-mails.

I'd like to see some of you set up a one man shop and do better. I know little to nothing about his operation but can sure relate to how it is on this site. Heck some days I might not be able to check in at all or look at e-mail either and my little business here is all about being online. His is working in a machine shop.

accuratemike · « **Reply #8 on:** February 08, 2007, 12:58:56 PM »

I think the key here is this:

Quote from: goldhound56 on February 08, 2007, 02:37:26 AM

My credit card was processed on Jan. 25. I've sent an e-mail asking for confirmation of my order, but have gotten no response.

Someone did take the time to bill the card. It would only be fair to follow through. I once ran a web-based business. My products were vastly more expensive (both to sell and build) than firecracker cannons. I NEVER billed anyone before the product shipped. I would get a total and run the card, if it was good, the stuff went on the brown truck. I did sell a few "special" items. These would be in the $7k range. My outlay to start the project was at least 1/2 of the selling price. For these I would get a DEPOSIT. It was made clear that it was a deposit. I'm not sure, but I doubt this is the case here. Unless it was made clear it was a deposit, or, that he was paying for something that would not ship immediately, the card should never have been billed. If you want to BILL someone for for work you didn't intend to do right away, you should at least tell them.

Quote from: goldhound56 on February 08, 2007, 02:37:26 AM

I've sent an e-mail asking for confirmation of my order, but have gotten no response.

Not knocking the Irishman, more like advise. We should treat each of our customers as we want to be treated. If you are doing something that you would not like to happen to you, you know it. I used to dislike making the calls (or e-mails), but that was my JOB. And if you are not checking your e-mails in 2 weeks, you should not be a web-based business.

I'm actually sorry I made this post, I'm not TRYING to create contention. It is a sore-spot for me though. Web whor3s sucked the life out of my business. It is because of this that a relatively good guy like Brooks has customers like Kenny worried to do business with him. It is up to web busineses (SP?), that really care, to raise themselves above EBay et al.

Excuse the rant, thanks for the soapbox, MIKE

PS, my Real Name, Phone, Real Address and more were on every page of my website...
( http://www.accuratepower.com/Machine is the site I do for my "partner" and the mother of my former busness. )

EL Caz 66 · « **Reply #9 on:** February 08, 2007, 01:40:06 PM »

Thank You accuratemike well said, I'm sure happy you stepup on to The Soap Box... with Much Respect Ed..

GGaskill · « **Reply #10 on:** February 08, 2007, 01:53:48 PM »

Many years ago (before widespread internet access) I ran a mail order business and a required part of everyday's activities was to deal with correspondence, that is, customer mail including orders and followups on orders. Every day I read the mail, put orders in the To Do queue, deposited the checks of orders being shipped and shipped those orders, and answered customer questions. If a customer was really antsy and wrote everyday, I would accumulate his letters for a few days to a week before answering them in a single letter, but every question got an answer within no more than a week. Customer correspondence is as much a part of retail business as manufacturing, shipping and receiving. It has to be taken care of on a relatively timely basis if you want to continue to have customers.

If you have time to take orders and deposit checks, you have time to answer customers' questions regarding their orders. Doesn't matter whether you make your stuff from scratch or simply buy from Fred and sell to John, Joe and Jerry.

On the other hand, customers, every email that has to be read uses up time that could be spent making stuff, so try to be reasonable in your correspondence.

dominick · « **Reply #11 on:** February 08, 2007, 04:04:57 PM »

Graybeard says:

Quote

Most of us take close to 1/3 of that sleeping

Or 1/4 of that..

Double D · « **Reply #12 on:** February 08, 2007, 05:04:50 PM »

Mike I agree 100% with you.

When you set up a business and collect money from some one, you owe your customers some sort of communication. To many of these niche companies, small one, two, maybe three man operations have real poor busness process. You should determine if the company you are dealing especcially when dealing over teh internet has clear lines of communications before you order or consider not ordering at all. You the customer have just as much responsibility to establish that chain of communication before you send money, as the supplier has to communicate to you. Protect yourself. It's your money, protect it!!!

That's why I wrote the caveat.

I have seen nothing to indicate when or how the order was placed or how it was paid. According to their website, Brooks doesn't take credit cards. Payment is via check money order or Paypal? Guess what you pay via Paypal, Paypal debits your card, same day not the business. For all we know the funds are still laying in Brooks PayPal account waiting to be moved when the order is completed. So who debited Goldhound56's Paypal or Brooks?

There is no argument that it appears Brooks has a communication issue. We will flog him for that.

But two weeks into an Internet transaction to claim you have been cheated? That is wrong.

Does any one here feel it right to claim Brooks cheated Goldhound56 at this point?

Double D · « **Reply #13 on:** February 08, 2007, 05:22:13 PM »

El Caz,

I noticed in another post you said you got a confirming email from Brooks. How long was it from the time you placed your order until you go the confirming email?

EL Caz 66 · « **Reply #14 on:** February 08, 2007, 06:43:10 PM »

YES!! 4 weeks and some days... PM SENT...

EL Caz 66 · « **Reply #15 on:** February 08, 2007, 06:49:12 PM »

Quote from: EL Cazador 66 on February 08, 2007, 06:43:10 PM

YES!! 4 weeks and some days... PM SENT...
[/quoteThis is my first order from Brooks. I'm wondering if I got rooked.

goldhound56 aka Kenny Nelson

No words here are saying Brooks is a rip off

Tropico · « **Reply #16 on:** February 08, 2007, 08:29:02 PM »

Sometimes a bit of patience is needed ., I waited 60 days for a barrel from Brooks., my last barrel..., was it worth it?.., YES ! I was ready to move on and do something else tho after waiting., and I had something else I could get into., Michael did however take the time to look at a custom I wanted made., and then corresponded back after he had time.....,When I got the barrel.., It was worth it..., its brass ., buffed and beautiful. I have had better luck waiting and planning with people .., because getting what I want is more important than a rush.

Brooks is not a rip-off., sometimes health can be an issue or other things in life but he will see to it your cannon is delivered., believe it or not your cannon is as important to him as it is to you.

I am sure things will turn out great for you., and its only been a few weeks., for a cannon that will last many many years.

Double D · « **Reply #17 on:** February 09, 2007, 06:10:39 AM »

Well, my email/PM box runneth over!! And I have egg on my face.

It seems several of you have been having problems with Brooks and nobody said anything. Gent's anytime you have problems with a sponsor, PM either CW or me and preferabley both and let us know. We will see if we can intervene on your behalf. If we can't straighten things out, we will put Graybeard on it, he will fix it.

goldhound56 aka Kenny Nelson, you have reason for concern. I don't think you are going to be cheated, the complaints I got so far just about a lack of communication, it appears everyone go there orders.

goldhound56 aka Kenny Nelson, you have my apology. Those of you who failed to point out that there was a problem owe him an apology also.

I will tell everyone here, if there is problem and you don't report it, then it never happened.

Evil Dog · « **Reply #18 on:** February 09, 2007, 06:22:16 AM »

The only transaction I've had with Brooks was ordering a custom mortar barrel (that will become a separate thread in a day or two). It took him a day or two to get back to me on my initial inquiry, but that was because he was out of town for the weekend. We exchanged e-mails for a couple of days working out the exact dimensions. He quoted a 4 to 5 week window for completing the barrel. Sure enough, 5 weeks later the barrel arrived in the mail. I would have no trouble ordering from him again.

radio2 · « **Reply #19 on:** February 09, 2007, 12:33:32 PM »

Well I to am in the same boat as goldhound with brook's, I ordered 2 firecracker cannons and a firecracker mortar on 1-30-07 and my credit card was charged that day, No confirmation on the order and I have e-mailed him three times and PMed him once with no replys to eather, I wanted to make sure he new my color choice.

Cat Whisperer · « **Reply #20 on:** February 09, 2007, 01:52:18 PM »

Having not dealt with the gentleman before, I will draw no hasty conclusion.

Let me say that there COULD well be a very reasonable explanation, and there COULD be a less than hornoable explanation.

On a different transaction, I had an ebay seller rip me up and down to accellerate his receipt of a money order I'd mailed. It took the post office something like 4 to 5 WEEKS to get the envelope from Virginia to California! Life was less than pleasant for me during those weeks.

On another transaction, the vendor didn't answer any of my questions for three or four days of sending emails - he was out of town. All turned out well though.

On a group-buy on bullet moulds a friend was drawn and quartered - accused of running off with the money by several in the group - because of the vendor being so slow in delivery. He caught hell for weeks. Didn't make a nickle off it either.

The answer will surface - good or bad. An explanation is needed, that CANNOT be denied; the why's will be discovered in time.

Thanks DD for posting your notice on what to do to protect your (buyer's) interests!

Let me add one more reason for patience (which should be coupled with prudent action). We sometimes do not know the background behind behaviors we observe but may not understand. I was teaching in a 2 year technical college. It was a daily exercise of mine to challange and pump up the students to keep them deeply interested in the subjects - it was going to the their bread-and-butter! One day one of my students was moping around and just not attentive. I asked him, "what's the matter, your mother die?" He answered, "yes".

Powder keg · « **Reply #21 on:** February 09, 2007, 02:46:46 PM »

This is the first time I've heard anything bad about Brooks. I bet all will be good in the end. Don't be to hard on him yet. There is probably a good explanation.

I know that from personal experience that it is hard to keep a deadline when you do this after your full time job. Last week my computer would barley run. Every time I would start it up it would freeze and I couldn't do anything! I couldn't surf the net or check my Email. Nothin!!! I found out by accident that my track ball was goofing up. I always have to many irons in the fire, to many commitments, and things come up unexpected all the time. I run antique equipment and I can't be expected to do it any faster than they did in 1935? That is when my lathe was born. This makes it hard, but I like building this stuff for people to enjoy.

I hope it works out for you.

Later, Wesley

radio2 · « **Reply #22 on:** February 09, 2007, 02:58:18 PM »

Quote from: Powder keg on February 09, 2007, 02:46:46 PM

This is the first time I've heard anything bad about Brooks. I bet all will be good in the end. Don't be to hard on him yet. There is probably a good explanation.]

I'm not worried just covering all bases, Hope all is well with him and family!

EL Caz 66 · « **Reply #23 on:** February 09, 2007, 03:04:05 PM »

Michael (Brooks) needs to step on the Soap Box give us his point & view on this matter so we can move on to better things this forum has to offer... Set backs to move forward... Fire in the hole...

Ed

GGaskill · « **Reply #24 on:** February 09, 2007, 03:11:42 PM »

One thing that appears to me is that you all are ordering a lot of custom pieces versus stock pieces. It usually takes almost as much time to make ten parts as one when you count the setup time, so unless you are ordering standard models, don't expect a quick turnaround on specials.

Graybeard · « **Reply #25 on:** February 09, 2007, 05:28:43 PM »

I'm making an attempt to contact Michael. So far it seems he is out of state, kinda makes it hard to do the work and he might not have access to e-mail where he is. I do not know the reason he seems to be away from home at this time. But I have been told that as of a few months ago he was having health problems.

Like many of us here he is not a young man and age and arthritis seems to be catching up to him. If I make contact I'll let you know.

Double D · « **Reply #26 on:** February 09, 2007, 06:51:14 PM »

I sent this message to Michael:

----- Original Message -----
From: ddgofer
To: jsb@brooks-usa.com
Subject: disgruntled customer
Date: Thu, 8 Feb 2007 17:11:46 +0200

You have a disgruntled customer on the board.

Douglas B. Dickens
Co Moderator
Graybeards Outdoors
Black Powder Mortar and Cannon forum
http://www.graybeardoutdoors.com/smf/index.php/board,88.0.html

I got this reply.

----- Original Message -----
From: jsb@brooks-usa.com
To: ddgofer
Sent: Friday, February 09, 2007 8:09 PM
Subject: Re: disgruntled customer

DD,

Thanks for the headsup! All is pretty under control and will post a response today...am out of town and using the library til I get my laptop fixed.

Michael

radio2 · « **Reply #27 on:** February 09, 2007, 07:01:34 PM »

Glad to here he is ok!

Cannonmaker · « **Reply #28 on:** February 09, 2007, 07:46:34 PM »

When the phone rings all day long, 40% being telamarkerters, it's hard to get anthying completed during the day. A good part of my work gets done after 5:30 when the CLOSED sign goes up. We still need the phone to do busness. Computors are most valuable, although they are just machines, and machines brake down. In August My internet was down for most all of the month and into September. That was do mostley to my remote location.

I try to check my e-mails everyday, With my children living in four states and the shows I do, I am gone from the busness farly often and then it's hard to get to the internet.

Being in your own busness is a real challange. While some days are super busey the next may be dead slow. Weeks follow the same trend.

Best of luck fellow cannoniers, Rick

Graybeard · « **Reply #29 on:** February 10, 2007, 04:26:18 AM »

I spoke with Michael this morning via telephone. His computer is not working and he is having to go to the library to use a computer there for now. He will be either getting his fixed or buying a new one soon. He will be posting here this morning and responding to the concerns of those expressed here. He says he will definitely find a way to do better at communicating but that he will make sure all if fixed to everyone's satisfaction as I knew he would.