[Jewelry making - Article 00050] - Re: [Orchid] Problems with Stuller

[Karen Goeller]

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    Amy, I have to tell you that I am surprised at what you experienced
    with Stuller, because my experience with them was so different.   I
    am a small silversmithing biz who also wanted to expand and order
    metals and some finished jewelry in both gold and silver.  I called
    them and signed up for an account.  I had to provide documentation
    of 2 gold purchases from 2 different vendors... they didn't quibble
    over the size of purchases at all.  My total gold purchases had been
    really tiny ($26 from one vendor and $45 from another), simply
    because I wasn't using it in my work.  I faxed over my business
    documentation and copies of the 2 invoices I had showing those gold
    purchases and my account was set up. I got a wonderful "welcome"
    package in the mail several days later, with a nice offer to cover
    shipping costs on my first order. 

    I've since ordered a couple of ready-made pieces from them for
    customers, including one through their "have it your way" program --
    you pick out the stones and the setting and they mount, finish, and
    polish the piece and ship it to you.  Along the way with the have it
    your way order, I had to make about 8 phone calls to them because of
    changes and questions from my customer.  Everyone I spoke to was
    very helpful and very nice.  The order came earlier than I expected
    it and was beautiful. 

    I have heard on this list about how tough it is to get an account
    with them set up.  I was lucky and jumped through the hoops and got
    the account with no trouble.  But I can say that it HAS been worth
    it.  They are a true wholesaler and are rigorous about protecting
    their status in the industry.  Having been through their catalogs
    and seen their merchandise, I can see why.  They provide a LOT of
    support to their account holders in terms of advertising
    camera-ready, database data for your website, a "virtual inventory"
    module for a storefront, etc., all of which could be a real problem
    if they weren't as protective of their customer base as they are. 

    My advice would be to keep trying to reach that manager.  Keep in
    mind that this is a time of year when lots of folks take vacations,
    so perhaps that's what you're running into.  Don't be afraid to
    escalate your request, either. 

	Best wishes,
	Karen Goeller
	kgoeller AT nolimitations.com
	No Limitations Designs
	215-794-8105

    P.S. - As a fellow Orchidian, if you want help fulfilling that order
    from Stuller, don't hesitate to contact me. I'll be happy to try and
    help. 



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