Bit of a frustrating time here, has anyone else had problems with this crowd?

I ordered a zinc for my Isotherm skin fitting. Ad said that it usually leaves the warehouse in 2-5 days, no mention of it being out of stock. And as of today it still states the same : www.arnoldsboatshop.com.au/replacement-zinc-anode-for-skin-fitting.html

So I ordered the part on the 14th May. A week later I tried calling only to get a message that they don't take phone calls any more and to use email/contact form methods. So I sent a query via the contact form with the order number. Eventually got an email back with no information whatsoever, replied to that.... sound of crickets.... Now days later, I sent another email today expressing my frustration and asking for someone to call me this afternoon to sort it out. No phone call, but 4 email responses. Three of the emails state that the part isn't in stock until late June and they've given me the option to wait or cancel, I've cancelled. Their website still doesn't mention that it's out of stock, oh and no apology. I've asked why they didn't inform me that it was out of stock, I guess I shouldn't hold my breath for a reply...

i've ordered from them a couple of times in the past 6 months. no big dramas but shipping times are fairly relaxed.

Hit and miss....
1st order, 2days and I picked up
2nd order, I emailed ahead to ask time to get in stock, as they don't carry everything in stock in shop.
Yes, we can get it for you in a week... was the reply...
5-6weeks later, most parts arrived... I cancelled the second part of order, got from Whittworths in 1 day transfer from another store.
Arnold seems a good guy, however this isn't acceptable. I made a expensive purchase and was heading overseas so was going to claim the GST back...
Now, hindsight.... had I gone to Whittworths, paid a little more, but would of claimed 10% back, and been a couple hundred bucks in front.

I'm mixed mind in going back, unless it's not urgent, and much cheaper... shame, as they seem nice folk, and close enough for me to pickup...bugger...Looks like I'm stuck with the cash cow of Whittworths which is too close to home/boat to be dangerous

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fishmonkey said..
i've ordered from them a couple of times in the past 6 months. no big dramas but shipping times are fairly relaxed.

Same here, I'll only order something if I'm in no hurry & I save a bit compared to Whitworths.

Its a small business mate, I think its a husband and wife type thing.. Wendy the lady who does a lot of the order processing is lovely. You can call them you just need to get through at the right time when there's someone in the shop. They don't exactly get hundreds of foot traffic through the door like bunnings or whitworths so they probably aren't waiting for your call so they can make $2 margin on your sale... My last order was there the day after I ordered it and i went in and picked it up (Sydney hey...).

I find there prices to be reasonable and their range to be comprehensive but if you want next day delivery, you best go shopping at a place that stocks dozens of whatever product you are buying... They order direct from suppliers specially for most orders.

I'm in whitworths every weekend and prefer to touch and feel what i'm buying and walk out with it in hand or talk to someone who knows what the product i'm looking for is... Sometimes they even pass you on to the supplier so you can talk direct and get the advice specific to your needs.

Unfortunate you had a bad experience but try to remember that just because there's a fancy website doesn't mean there's not an honest small business running the show on the other end!

I had a very late delivery with them, I get the feeling you place a order and then they re-order from somewhere else if it's not in stock, so your looking at x2 postage delivery.

I got something from Arnold's a while back turned it up good.
At the moment I'm waiting on a delayed delivery from road tec marine. But they have answered the phone and have given an excuse

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southace said..
I had a very late delivery with them, I get the feeling you place a order and then they re-order from somewhere else if it's not in stock, so your looking at x2 postage delivery.

many online stores do drop-shipping for some or all the stuff they sell. drop-shipping is where there is an online storefront, but the actual goods are shipped direct to the buyer from the wholesaler...

"Free Range sailing" on YouTube have done a deal with Arnolds for free delivery. The code is Freerange18 for free delivery Australia wide.
I personally have had no dramas with Arnolds, granted some things do take a while to arrive.

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Toyboata said..
Its a small business mate, I think its a husband and wife type thing.. Wendy the lady who does a lot of the order processing is lovely. You can call them you just need to get through at the right time when there's someone in the shop. They don't exactly get hundreds of foot traffic through the door like bunnings or whitworths so they probably aren't waiting for your call so they can make $2 margin on your sale... My last order was there the day after I ordered it and i went in and picked it up (Sydney hey...).

I find there prices to be reasonable and their range to be comprehensive but if you want next day delivery, you best go shopping at a place that stocks dozens of whatever product you are buying... They order direct from suppliers specially for most orders.

I'm in whitworths every weekend and prefer to touch and feel what i'm buying and walk out with it in hand or talk to someone who knows what the product i'm looking for is... Sometimes they even pass you on to the supplier so you can talk direct and get the advice specific to your needs.

Unfortunate you had a bad experience but try to remember that just because there's a fancy website doesn't mean there's not an honest small business running the show on the other end!

Mate, did you even read my post properly? So it's a small business, Ok that's fine... I didn't expect next day delivery. I did say in my original post that the order was placed on the 14th May. When I posted this yesterday it had been 16 days since ordering, hardly the next day? I expected the goods to ship when they stated on the site, in 2-5 days, then to take the usual 4-5 days road/sea freight to Tasmania. That's a maximum of 10 days if you're counting. As I hadn't received any confirmation of the goods being shipped, I began chasing them up. My concerns are three fold:
1. The entry in their catalogue doesn't reflect actual stock levels, so the 2-5 days shipping thing is just a generic scenario and in a sense, meaningless
2. Either they don't have any procedure in place to flag when something goes on back order at their wholesale supplier, or they don't care about notifying their customers of this important fact
3. Their communication is crap. Your assertion that you can just call them is incorrect, I tried to call them the first time around and they have a message stating that they no longer take phone calls, all queries should be directed to them by email or contact form. That method of communication with them is really hit and miss, and it has taken many days and multiple attempts to get an actual answer to my query

Oh and btw, I wasn't asserting that they're dishonest. But I am asserting that they could do a lot better by their customers. I hear that you're on their side as a small business and that's good, so perhaps you could have a word to them about improving things, or even invite them to comment here about my experience?

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woko said..
I got something from Arnold's a while back turned it up good.
At the moment I'm waiting on a delayed delivery from road tec marine. But they have answered the phone and have given an excuse

Would have loved for Arnold's to answer the phone, but they no longer take phone calls...

2bish how did you go have you got your order yet ? I have received the delayed order from RTM as said they answer the phone but after a month I dropped the F bomb and guess what it was on the way that afternoon. Apparently the proablem was I had some rope in the order, it wasn't particularly cheap but I needed to knock the purchase up to get the free shipping. It Turns out that the shop close to the wharehouse shut and the closest one was an hour away ! And that's where the rope is. I guess they took my suggestion and went for a drive and got it.

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woko said..
2bish how did you go have you got your order yet ? I have received the delayed order from RTM as said they answer the phone but after a month I dropped the F bomb and guess what it was on the way that afternoon. Apparently the proablem was I had some rope in the order, it wasn't particularly cheap but I needed to knock the purchase up to get the free shipping. It Turns out that the shop close to the wharehouse shut and the closest one was an hour away ! And that's where the rope is. I guess they took my suggestion and went for a drive and got it.

I cancelled the order and got a refund. I'm going to make the zinc for my Isotherm through hull myself.

bugger, I think I may have read this thread (and other reviews) too late.

I've ordered a handheld VHF with GPS from Arnolds, but have nothing positive back apart from automated messages as enquiry tickets and now am getting a little edgy...
Anyone else have a recent good experience?

Maybe they are struggling since whitworths finally pulled there finger out and upgraded their website. An observation recently is the stock levels at my local whitworths seems light also.

I ordered 2 x ronstan jib car tracks last Monday, I emailed them asking them when the order will be sent, no reply.
i now have the tracking and the order is getting delivered today. All good but not much customer support.

Crustysailor , let us know how your order turn up, I was thinking to order the same

cool, will keep you posted.

I dont mind waiting, and even not getting a response.
so long as it comes, otherwise its $500+ for nothing.

Delivered today, I'm regional but I agree most will be delivered within 10 days if they don't have it in stock I would double that. They should at least communicate through the ordering process I asked if the nylon inserts came with the track . Lucky they did as I never heard back since I placed the order and emailed a couple of times.

I have used them a few times and never has any issues

an update for those interested, nearly 1 month on and still no radio.
I was advised supplier was out of stock, but have no update on eta.
probably wont use Arnolds again...

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crustysailor said..
an update for those interested, nearly 1 month on and still no radio.
I was advised supplier was out of stock, but have no update on eta.
probably wont use Arnolds again...

Crusty, thanks for the update and opinion. Invaluable to me at any rate.

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crustysailor said..
an update for those interested, nearly 1 month on and still no radio.
I was advised supplier was out of stock, but have no update on eta.
probably wont use Arnolds again...

it's the flipside of online stores that drop ship - they don't keep much physical stock and are largely dependent on their suppliers/distributors, so delivery times can be really hit and miss. every now and again stuff is going to be backordered and you are going to get caught out.

^^^
It doesn't excuse the lack of communication though

i would guess that often it is avoidance - the online stores simply don't have an actual ETA and can't get one, and they'd rather say nothing than say "we have no idea" (not defending this behaviour BTW). i've had this happen with multiple online stores of various kinds in the past 6 months...

sorry, I just recieved an update.
The item I am waiting for is held up due to customs, and wont be released for another week.

That's fine, I am a patient man and recognise it is beyond Arnolds control.
Being employed in small business myself, I understand fully there's only so much you can control, and everyone is at the mercy of the supply chain. So long as you keep people informed and do what you can, I think most of us Aussies are pretty accommodating.

I only just realised a $100 wine card attached to my invoice from new jib tracks I received last month. I don't drink wine but it still might be valied if you want to have a crack!

Hmmm, something going on here!

so my order came in today, 6 weeks exactly.
I got the voucher also, but sorry guys, the Naked Wines free $100 isnt what its cracked up to be.Sign up to claim it and you'll be getting boxes of grog arrive every month from then on....

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crustysailor said..
so my order came in today, 6 weeks exactly.
I got the voucher also, but sorry guys, the Naked Wines free $100 isnt what its cracked up to be.Sign up to claim it and you'll be getting boxes of grog arrive every month from then on....

Yep, the first thing they want is your credit card details.

Actually, l can and do recommend Naked Wines!

I am with them for over a year now. It is a reliable company helping winemakers.

Recommended!