1. Welcome to Tacoma World!

    You are currently viewing as a guest! To get full-access, you need to register for a FREE account.

    As a registered member, you’ll be able to:
    • Participate in all Tacoma discussion topics
    • Communicate privately with other Tacoma owners from around the world
    • Post your own photos in our Members Gallery
    • Access all special features of the site

DeMello Off-Road Customer Service and wait time

Discussion in 'Demello Offroad' started by JDEMELLO, May 15, 2012.

  1. May 15, 2012 at 9:30 AM
    #1
    JDEMELLO

    JDEMELLO [OP] Well-Known Member Vendor

    Joined:
    Feb 10, 2009
    Member:
    #13480
    Messages:
    488
    Gender:
    Male
    Corona Ca
    Vehicle:
    99
    none
    In light of recent events and horrific wait times I just wanted to take a minute and address those issues because we know it's an issue and it's something we are working on.

    First off I want to apologize to anyone that has been waiting for a bumper. I'm going to make changes to our website ASAP about delivery dates and ETA's, so that we can be clear and up front with customers on their orders.

    I also wanted to let everyone know that were a small shop, that's not an excuse but a open invitation if anyone has something on order and there are issues with the order feel free to PM me here or call me direct 951-735-4417. Ask for me and make sure you tell the nice young lady answering the phone that your not trying to sell her something. (that's the only calls she screens out). We are a very busy shop but if you call me I will call you back. It may be on my way home but I will call you back.

    Going forward, IMO there is no point in apologizing for something if you don't have a fix. The truth is this problem has been creeping up on us all year. We as well as others in this industry have seen an explosion of sales and work this year. It's a good thing but it also comes with some growing pains. Where we use to have three guys we now have 5. We started making changes at the beginning of this year in order to accommodate this growth they haven't been with out issues. But as of today we are catching up on almost all old orders and starting to carry inventory on our most popular products.

    Thank you for your understanding and as always thank you for your business. I hope to see you guys on the trail soon!
     
  2. May 15, 2012 at 9:35 AM
    #2
    Krazie Sj

    Krazie Sj Resident Jackass

    Joined:
    Oct 9, 2008
    Member:
    #9849
    Messages:
    13,505
    Gender:
    Male
    First Name:
    Power Serge
    LV-426 (Acheron)
    Vehicle:
    07 TRD Off Road 4x4
    Borla Catback Exhaust, Airaid Short Ram Intake, 285x75R16 Mickey Thompson MTZs, 16" Konig Countersteer rims, ARB Bumper, All Pro LT w/Walker Evan Shocks front and back, All Pro expedition leaf pack, 10,000lb Superwinch, Intake Manifold Spacer, Bed Rack with ARB RTT, Rotopack and Hi Lift mounted, Husky Liner mats and an air freshener from 1995.
    Good to hear from you. Jamie's bumper has been the only hiccup I've heard coming from your shop.

    Obviously if you guys are super busy then things are good and customers are happy. I think people tend to forget that.
     
  3. May 15, 2012 at 9:40 AM
    #3
    JDEMELLO

    JDEMELLO [OP] Well-Known Member Vendor

    Joined:
    Feb 10, 2009
    Member:
    #13480
    Messages:
    488
    Gender:
    Male
    Corona Ca
    Vehicle:
    99
    none
    We try to make things right when they do fall through the cracks. I just wish I would have heard about this sooner.
     
  4. May 18, 2012 at 8:47 PM
    #4
    screename

    screename Well-Known Member

    Joined:
    Apr 5, 2011
    Member:
    #54401
    Messages:
    158
    Gender:
    Male
    First Name:
    Van
    Houston, TX
    I have been waiting for a bumper for about a month now (not complaining) and have be nothing but impressed with the customer service. Tiffany has called me at LEAST 8 times during this period with updates and Jason called me personally to tell me that it will be shipping soon. I did NOT expect this and have been pleasantly surprised throughout the process. Thank you Demello Offroad for the great customer service so far.

    -Van
     
  5. May 21, 2012 at 10:39 AM
    #5
    JDEMELLO

    JDEMELLO [OP] Well-Known Member Vendor

    Joined:
    Feb 10, 2009
    Member:
    #13480
    Messages:
    488
    Gender:
    Male
    Corona Ca
    Vehicle:
    99
    none
    Thank you for saying so Van, Customer Service is very important to us and were always trying to improve it.
     
  6. May 31, 2012 at 5:46 AM
    #6
    Zombie Runner

    Zombie Runner Are these black helicopters for me?

    Joined:
    Mar 13, 2008
    Member:
    #5246
    Messages:
    15,077
    Gender:
    Male
    First Name:
    Kevin
    Wichita Falls, TX
    Vehicle:
    Tundra, double cab.
    LED interior lights, stubby antenna, Pioneer in dash screen
    I got an email from a buddy yesterday. he is currently deployed but ordered his bumper and had it shipped to his dad's house.

     
  7. May 31, 2012 at 5:55 AM
    #7
    acdronin

    acdronin Well-Known Member

    Joined:
    Dec 2, 2010
    Member:
    #47036
    Messages:
    19,686
    Gender:
    Male
    .
    Good info Jason. What I think some people don't realize is the the growing pains can be really tough, you try to keep up with the people you have but there is a point in between just enough for what you have and too much for what you have but not enough for another person to be added. I can't afford to have someone standing around with not enough to do, it doesn't look good to my client's either.
     
  8. May 31, 2012 at 8:41 AM
    #8
    JDEMELLO

    JDEMELLO [OP] Well-Known Member Vendor

    Joined:
    Feb 10, 2009
    Member:
    #13480
    Messages:
    488
    Gender:
    Male
    Corona Ca
    Vehicle:
    99
    none
    That's good to hear!
     
  9. May 31, 2012 at 8:46 AM
    #9
    JDEMELLO

    JDEMELLO [OP] Well-Known Member Vendor

    Joined:
    Feb 10, 2009
    Member:
    #13480
    Messages:
    488
    Gender:
    Male
    Corona Ca
    Vehicle:
    99
    none
    For us it was a perfect storm. We had some key people leave us recently, we got busier than we have been in 5 years and some orders and unfortunately people fell through the cracks.

    It's a crazy time right now, because we all (aftermarket industry) just got use to working with less people and doing things more efficiently then we all see a spike in sales and were all reluctant to hire more help because we have been here before.

    We're still a small company operating out of a small building with a small budget for inventory. We do the best with what we got and have. But something we have always maintained is customer service and keeping that communication with the customers. That shouldn't cost anything but with the volume we've seen recently it's gotten harder and harder to keep up with phone calls.

    But we feel we've caught up now in a lot of area's so it's just a matter of maintaining that now.

    Thanks for the kind words.
     
  10. Jun 3, 2012 at 10:52 AM
    #10
    Rivet Joint

    Rivet Joint Well-Known Member

    Joined:
    Aug 2, 2009
    Member:
    #20549
    Messages:
    115
    Gender:
    Male
    Albuquerque, NM
    Vehicle:
    2010 SWB DC Sport
    5100s @ .85, OME 885s, Rear TSB, Helo Max 6's, General AT2 Tires, Black Badges, Demello Offroad Bumper, Grillcraft, Sub/Amp, Pioneer DVD HU, TRD Intake & Exhaust.
    Yea! I cant believe how quickly it was shipped. Time passes faster now that I have all this stuff to look forward to. Thanks!:D
     
  11. Jun 3, 2012 at 10:57 AM
    #11
    mgrande

    mgrande iKill

    Joined:
    Apr 11, 2009
    Member:
    #15830
    Messages:
    5,433
    Gender:
    Male
    Orlando
    Vehicle:
    2011 TRD off road
    Kings, AP 3" leaf pack, timbrens front and rear, TC UCA's, pro comp 7189's, baja ATZ's, CBI sliders and rear, relentless front, dynomax catback
    Very professional, as I would expect from you guys. I had outstanding service from you when I got my sliders for my old truck. Only reason I didnt order from you guys this time was that I wanted a CBI rear so I just got their sliders. If I could go back I might order your front bumper because my experiance with relentless was awful.
     
  12. Jun 3, 2012 at 12:01 PM
    #12
    OZ-T

    OZ-T All of those moments....will be lost.....in time

    Joined:
    Dec 15, 2009
    Member:
    #27584
    Messages:
    23,692
    Gender:
    Male
    First Name:
    Peter North
    British Columbia
    Vehicle:
    Mag Grey 09 Trd Sport DCLB 4x4
    OME 885x , OME shocks and Dakars , Wheelers SuperBumps front and rear , 275/70/17 Hankook ATm , OEM bed mat , Weathertech digifit floor liners , Weathertech in-channel vents , headache rack , Leer 100RCC commercial canopy , TRD bedside decals removed , Devil Horns by Andres , HomerTaco Satoshi
    Well done OP

    Good thread
     
  13. Jun 4, 2012 at 5:43 AM
    #13
    Zombie Runner

    Zombie Runner Are these black helicopters for me?

    Joined:
    Mar 13, 2008
    Member:
    #5246
    Messages:
    15,077
    Gender:
    Male
    First Name:
    Kevin
    Wichita Falls, TX
    Vehicle:
    Tundra, double cab.
    LED interior lights, stubby antenna, Pioneer in dash screen
    :cheers: see you soon, bud. We can go knock some trees down with your new bumper :D
     
  14. Jun 4, 2012 at 8:49 AM
    #14
    JDEMELLO

    JDEMELLO [OP] Well-Known Member Vendor

    Joined:
    Feb 10, 2009
    Member:
    #13480
    Messages:
    488
    Gender:
    Male
    Corona Ca
    Vehicle:
    99
    none

    Yeah, I'm still scratching my head over that one..:rolleyes:
     
  15. Jun 6, 2012 at 8:54 AM
    #15
    tcrast1

    tcrast1 Active Member

    Joined:
    Nov 23, 2009
    Member:
    #26426
    Messages:
    36
    Gender:
    Male
    First Name:
    Tom
    Chicago, IL
    Vehicle:
    05 SR5 4x4 DC LB 3P1
    Ordered mine on May 31st. Cannot wait! Best bumpers on the market.
     
To Top