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Thread: Gore-Galore experience...

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  1. Default Gore-Galore experience... 
    #1
    Join Date
    Nov 2011
    Posts
    540
    Well, I found a few threads in this section about vendors. Being our first year, I thought it prudent to post my experience.

    So far we've ordered from: Frightprops, Poisonprops, Gore-Galore, zagone, midnight studios and a few others.

    We've gotten EVERYTHING in, in just a few weeks from everyone... but Gore Galore.

    I ordered back in June (towards end of June)
    Only ordered 2 items, <$500 worth. Costume pieces. Mask w/ goggles and a weapon.

    We inquired as to when we can expect them since they're key elements in a costume for our publicity stunts.
    Was told late July / Mid August and would try to "work us into schedule" even had it printed on our receipt. Also said they would know more in a week or so and would let us know if they could bump us in the schedule.... Never got back with us.

    Months go by, I inquire via email. Nothing.
    Used the email responded by sales@GG... nothing.
    It took several emails, and I never received a response until I mentioned needing a refund.

    "Hi Dewayne. He is painting the masks and halos now. We are expecting your order to leave by Friday/Monday at latest." was the response. (That was August 21st. Still nothing.)

    No apology or anything about a delay or not getting back to us, or even a response to the refund request. I told them I had emailed many times and that I understood sometimes emails get lost or tossed, but several times in a row, one of them had to have made it. I understood their "guidelines" when ordering, but I thought if I'm not gonna get an update email, or response to my emails or tracking / shipping info / updates, I may as well get my money back.

    It's my understanding that they're only 4 hours drive from us. It's been a week since they said it would go out as the latest, still no update, no response, no tracking / shipping information.
    I know vendors are busy. That's why I ordered as soon as I could, as soon as I KNEW I was going to need the costume pieces, I ordered.

    My publicity stunts started last night and we're one key character short now. Bottom line, I know sh#% happens, but I can't help but to feel ignored and not cared about. I honestly feel that I've given them enough time and been fair on my end, providing the information they gave me. I've reassessed many times, and consulted with the rest of my team and in a fair frame of mind, we all feel the same.

    To GG, we don't hate you guys, we're not pissed, just disappointed. I've read about a lot of the vendor threads here and everyone seems to have had the same concern, communication, though not many were with you guys (if any) so I hate to be the first to complain, but I felt it better to list my experience. At this time, we can not think about returning for large purchases for our second year.

    Sincerely,

    Dewayne & Marcy
    Night Terrors of Northeast Arkansas
     

  2. Default This is very , very dissapointing.............. 
    #2
    Join Date
    Mar 2012
    Posts
    300
    I was going to place a huge order, but now, forget it............ Thanks for the warning...........
     

  3. Default  
    #3
    Join Date
    Aug 2003
    Location
    Abcynthiana
    Posts
    1,202
    Dewayne,
    I am not angry with you for posting this. I understand.
    I can only say one thing.
    Sorry we didn't get your products to you in time.
    What else can I say.

    You know, I have been one of those proponents of vendors doing their best in customer service and telling other vendors how to do it.
    And YOU and everyone else knows we are damn good at it.
    But this year just shows how difficult it can be.

    And we had alot of issues this season:
    -from having to let a couple employees go (smart business decision for me, and my company)
    -hiring new ones that had a huge learning curve to pick up how to do things in our shop right when things were supposed to be getting going (and are the best people who I could ever have hired)
    -had our welder blow out the circuit boards twice in 2 weeks. Both times cost us 2 weeks of welding. So a full month out of production for metal work.
    -phone network that only seemed to work less than half the time (I still don't know why, we are still working with the phone company on this one)
    -material vendors who were taking longer to deliver materials to us
    -an excess volume of orders for this year
    -new products that take an untested amount of time for production which is a change in our big selling products so our production changes

    SO we do have a few disappointed customers this season.

    It is not a long list but we do have some.
    First time in quite a while.

    But here is the deal, We learn from our mistakes. We sit down and examine what works and what doesn't. Reorganize the way we do things. We revamp and retool the shop every year, and guess what. We get better at what we do.
    ALWAYS. I learn from my mistakes. I don't repeat them. SO, you can put money on the fact this won't happen next season. OUr customer service will be better than it EVER has been. Our shop will be more organized. Less wasted space. Less wasted movement, happier employees, and most importantly happier customers.

    We have already made some changes that will make us faster next season. We built a new paint booth that is streamlined. Nothing in this shop but paint related items. Less movement = less wasted time.

    AND My role in the company changed this year. I have been sculpting and developing new products ALL year long.
    So, more customer relations responsibility went onto our office manager in addition to everything else she does.
    She does a great job, an AMAZING JOB!!!!!!!. I mean because of her I enjoy the business more than ever. But this year she was doing too much.
    We learned from this, albeit to late for this season, and she won't be doing as much next season so the problem has already been remedied.

    So, I am sorry we failed you.

    We take great pride in our company and the last thing we want is a dis-satisfied customer.

    We stopped taking orders the first of Aug to keep from overloading our schedule, but it was ALREADY overloaded.
    So we have quite a few buyers on call list.
    But we will not even touch these orders until the rest of our seasonal work load is complete.

    So again, I am sorry.
    for you, for anyone else who might be disappointed
    But this is a temporary set back.
    We have already learned and grown from it.
    Last edited by Gore Galore; 09-03-2012 at 08:02 AM.
     

  4. Default  
    #4
    Join Date
    Nov 2011
    Posts
    540
    We understand. I hear the economy still sucks and people are still feeling it. I've learned to forget about it and just pay for my gas and go on with my life so I just ignore the economy best I can.

    I hate to hear that you had to let people go, never a good thing to "Have" to do.

    I think we just had really high expectations and thought "Hey, it's GG, ya know" So when a little bit falls, it made a big noise for us.

    You guys are doing great, we know that. I KNOW that. You don't revamp things, redo the riggings on your large puppets and try to cut costs and manpower and do all the R&D you do and be a bad company. There are way too many companies that say "Well this works so we're gonna leave it" I've got a degree in waste management and I can tell you guys put in your effort.

    I'm sorry for both parties, again we understand things happen.

    To the above poster (didn't see the name, just got up) I'm not saying DON'T BUY FROM GG, not at all. If I came off that way I'm sorry. I just wanted to tell my experience because I was asked to, by a few different folks.

    With that said, maybe take my other post and this one with this; We've hit almost every speed bump imaginable trying to open. From being told our building was good to go, then signing the lease and 2 days later finding out we CAN'T do it in the 6,500 sq ft building due to code. I had already paid $15,000 in rent! Only to find out I gotta spend $10,000 to get metal buidings onsite and fix the house next to us. We went from being able to spend $36,000 constructing the haunt down to $26,000. THEN we had to fix some other issues, long story short, we only had $16k or so to start construction.

    There's tons more problems but just keep in mind my situation, please, while thinking about my posts. Sure, my stuff is late, however put yourself in our shoes and imagine how we feel. I could've easily come on here and blabbed and cussed and not been fair at all. In fact, had we NOT had a terrible time trying to put this together, I'd probably said "Well that sucks, well maybe we can still get it in time for opening" Having EVERYTHING fall apart some form or fashion takes it's toll.

    We'll be back, sure. But as I said, I'll try to make my order as soon as possible, which would be much, much sooner (if we're able to stay open) for next year.

    Thanks for replying and taking time to explain everything.

    Dewayne
     

  5. Default  
    #5
    Join Date
    Nov 2011
    Posts
    540
    Update!

    Crystal called us today (left vm and we called back)

    Super nice lady. Spoke several minutes. I think we're all on understanding terms and she left the conclusion up to us.

    Again, we'll be back with GG in the future, and hopefully for a much bigger order. They've had it rough just as we have so, yeah I guess we're all good and stuffz. :P

    Crystal is a very nice lady to talk to and could not have asked for better. Thank you Crystal and Kevin and we look forward to talking to you guys later.


    Dewayne
    Night Terrors of Northeast Arkansas
     

  6. Default  
    #6
    Join Date
    Nov 2008
    Location
    Mesquite, TX
    Posts
    2,788
    Everybody fails occasionally, it is how we react to the failures that measures us, not our successes. I am forgetful (My brain is full, things leak out) and that has caused me to misplace orders or forget about them entirely. I had to remove head bags form my website because the process I use to make them takes to long and I dont have the time to streamline it. There are a few people who think I suck, the best I can do (or anyone) is to keep plugging away and make the things that dont work- work. I am busier than I have ever been and Im sure Kevin is in the same boat, systems and methods that worked under the old work load dont anymore. I am eroding a little bit right now from being so busy all the time- something has got to give unfortunately sometimes it is a customer- any part of the chain can break down - Im rambling, So I should get back to work.
    Allen H
    I think Kevin is awesome and one of the guys I look up to in the industry, I have no doubt he will make it right.

    Frightener- think of all the things holding you back as sandpaper, they end up useless and you end up polished. I would not know half as much or appreciate what I have if things went smoothly for me. If you want this, you will get it.
     

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