Has anyone used FR Custom Reels to have any custom reel work done?
I was in contact with them about having my Spools Anodised and from the messages and their social media profile they seemed like a reputable company...
Since sending my Spools I've started to encounter some issues though.
I sent my Spools recorded delivery and they received them on 5th July, I had heard nothing to confirm this so on 10th July I emailed them to check that they'd been received ok, I had an almost immediate response saying he'd check when back in office the next day, I heard nothing so on 13th July messaged again to find out if they'd got them, on 17th July I got a response to say they'd started work on them. I thought fantastic and it won't be long until I have some nice shiny new Spools.
Again I heard nothing so on 29th July I saw they where going on holiday for the best part of 3 weeks and no orders would be going out until their return, I messaged to ask if my order would be leaving before the holiday or not. Again I got a response saying that the Spools where not back from being anodised yet on the same day. Fair enough I thought, this is a custom small scale job so can't expect it done immediately but on the other hand it was taking longer than I'd expected.
The message on social media said they'd be sending orders again on 19th August so I left it until 23rd before contacting them to find out the situation.
I'd had no response to this message until yesterday so I contacted them again to ask has the work actually been started and what is the ETA, I also pointed out it's been 8 weeks since they received them and that I am getting rather concerned that I'll never actually see my Spools again.
Still no response...
This is getting rather frustrating to say the least, I'm now at the point where I'd rather just get my Spools back without the work being done, the lack of updates and having to chase for info is not good and does not fill me with confidence at all.
The question is, am I being too demanding or is 8 weeks to anodise 3 Spools a reasonable amount of time?
I was in contact with them about having my Spools Anodised and from the messages and their social media profile they seemed like a reputable company...
Since sending my Spools I've started to encounter some issues though.
I sent my Spools recorded delivery and they received them on 5th July, I had heard nothing to confirm this so on 10th July I emailed them to check that they'd been received ok, I had an almost immediate response saying he'd check when back in office the next day, I heard nothing so on 13th July messaged again to find out if they'd got them, on 17th July I got a response to say they'd started work on them. I thought fantastic and it won't be long until I have some nice shiny new Spools.
Again I heard nothing so on 29th July I saw they where going on holiday for the best part of 3 weeks and no orders would be going out until their return, I messaged to ask if my order would be leaving before the holiday or not. Again I got a response saying that the Spools where not back from being anodised yet on the same day. Fair enough I thought, this is a custom small scale job so can't expect it done immediately but on the other hand it was taking longer than I'd expected.
The message on social media said they'd be sending orders again on 19th August so I left it until 23rd before contacting them to find out the situation.
I'd had no response to this message until yesterday so I contacted them again to ask has the work actually been started and what is the ETA, I also pointed out it's been 8 weeks since they received them and that I am getting rather concerned that I'll never actually see my Spools again.
Still no response...
This is getting rather frustrating to say the least, I'm now at the point where I'd rather just get my Spools back without the work being done, the lack of updates and having to chase for info is not good and does not fill me with confidence at all.
The question is, am I being too demanding or is 8 weeks to anodise 3 Spools a reasonable amount of time?
In reply to Post #1
Not had work done but have had a few bits off him and he can be a bit of a nightmare to get hold of. Same us the UK custom lads - too much work, not enough time.
He'll come through for you mate. Be patient.
Not had work done but have had a few bits off him and he can be a bit of a nightmare to get hold of. Same us the UK custom lads - too much work, not enough time.
He'll come through for you mate. Be patient.
Interesting!
I potentially have a bit of an issue with an order as well at the moment.
I have used Frank before for a few small bits and they arrived within a matter of days. This time i ordered 3 x spools for my Tourneys plus some stickers for my spare spools. I placed the order on 3rd August so not too long ago but the spools were in stock and ready to go however I knew they were on holiday so didn't expect a fast turnaround.
Last Monday on the 19th I received an email saying they had been dispatched with DHL together with a tracking number. By Friday I decided to check on the progress so logged onto Deutsche Post DHL tracking and it said the label had been created by FR Customs but that was it. I messaged them through Instagram and they confirmed it was on its way.
I checked again yesterday morning and the status is still exactly the same so i contacted them again, no response so i checked again first thing this morning, (status still the same) and have contacted them again.....I got an immediate response to say he will look into it...I'm not massively concerned due to the relatively short timescale although it is puzzling why the tracking has not updated when they confirmed it had been sent.
I potentially have a bit of an issue with an order as well at the moment.
I have used Frank before for a few small bits and they arrived within a matter of days. This time i ordered 3 x spools for my Tourneys plus some stickers for my spare spools. I placed the order on 3rd August so not too long ago but the spools were in stock and ready to go however I knew they were on holiday so didn't expect a fast turnaround.
Last Monday on the 19th I received an email saying they had been dispatched with DHL together with a tracking number. By Friday I decided to check on the progress so logged onto Deutsche Post DHL tracking and it said the label had been created by FR Customs but that was it. I messaged them through Instagram and they confirmed it was on its way.
I checked again yesterday morning and the status is still exactly the same so i contacted them again, no response so i checked again first thing this morning, (status still the same) and have contacted them again.....I got an immediate response to say he will look into it...I'm not massively concerned due to the relatively short timescale although it is puzzling why the tracking has not updated when they confirmed it had been sent.
In reply to Post #2
Odd...
Minutes after posting on here and messaging again on Instagram I had a response from Frank...
Essentially he's saying what you've said, too much work and not enough time to do it all in.
He's assured me that the work is in progress and will update me ASAP.
He did also say that the best way of contacting him is directly on the phone.
The biggest challenge for me with this is the lack of communication about what is happening, I've seen similar threads on here about Cotswold Rods too.
All customers want is to be kept in the loop as to what the progress is, I really don't mind waiting for a quality product as long as I'm made aware there could or will be a delay due to workload and some sort of ETA.
I'm really looking forward to getting these Spools back to complete the little project I've been doing this year on my reels.
Odd...
Minutes after posting on here and messaging again on Instagram I had a response from Frank...
Essentially he's saying what you've said, too much work and not enough time to do it all in.
He's assured me that the work is in progress and will update me ASAP.
He did also say that the best way of contacting him is directly on the phone.
The biggest challenge for me with this is the lack of communication about what is happening, I've seen similar threads on here about Cotswold Rods too.
All customers want is to be kept in the loop as to what the progress is, I really don't mind waiting for a quality product as long as I'm made aware there could or will be a delay due to workload and some sort of ETA.
I'm really looking forward to getting these Spools back to complete the little project I've been doing this year on my reels.
In reply to Post #4
Honestly, with any custom job I look to have done (be that rods, reels, hookbaits, whatever) I have come to expect a delay of some sort. Is it acceptable? Not really, but since I expect it I'm never disappointed
What I will say is I am yet to be unhappy with the job once it's done. The guys that offer the best products are busy and it almost always affects the level of service but it's generally worth the wait.
Honestly, with any custom job I look to have done (be that rods, reels, hookbaits, whatever) I have come to expect a delay of some sort. Is it acceptable? Not really, but since I expect it I'm never disappointed
What I will say is I am yet to be unhappy with the job once it's done. The guys that offer the best products are busy and it almost always affects the level of service but it's generally worth the wait.
Bump an old thread
Did all below get your items from FR Customs ?
As I'm having the same issues as below, ordered 3 shallow spools for my 5000t 2 months ago, had an email with a DPD postal label created 22 April, but still the parcel has not even been dropped off to DPD! I fully understand there would be a delay because of everything going on in world, but my messages are just getting ignored so can't even get an update or rough ETA of the spools, becoming very frustrating at lack of communication with Frank and FR Customs.
Did all below get your items from FR Customs ?
As I'm having the same issues as below, ordered 3 shallow spools for my 5000t 2 months ago, had an email with a DPD postal label created 22 April, but still the parcel has not even been dropped off to DPD! I fully understand there would be a delay because of everything going on in world, but my messages are just getting ignored so can't even get an update or rough ETA of the spools, becoming very frustrating at lack of communication with Frank and FR Customs.
In reply to Post #6
His communication can be slow but he was replying. I ordered some new shafts and they arrived in good time
His communication can be slow but he was replying. I ordered some new shafts and they arrived in good time
In reply to Post #6
You have a PM mate.
You have a PM mate.
In reply to Post #6
Yes i got my spools back eventually and am happy with the job done on them.
As was said below, almost all of the custom jobs take far longer than quoted, and the communication from these guys is shocking to say the least. I've just had Titanium Fuji K-Guides put on my Spod Rod and it took twice as long as stated at the time of order.
Unfortunately true custom work for reels is thin on the ground so options are limited, most of the guys in this country claiming to do custom work don't actually, they just do handles, line clips and the like. Some of the products and work that FR Customs do is really nice but you just have to put up with long lead times and almost zero comms.
Frank did say to me though that he is easier to get hold of on the phone rather than Email or DM's.
Yes i got my spools back eventually and am happy with the job done on them.
As was said below, almost all of the custom jobs take far longer than quoted, and the communication from these guys is shocking to say the least. I've just had Titanium Fuji K-Guides put on my Spod Rod and it took twice as long as stated at the time of order.
Unfortunately true custom work for reels is thin on the ground so options are limited, most of the guys in this country claiming to do custom work don't actually, they just do handles, line clips and the like. Some of the products and work that FR Customs do is really nice but you just have to put up with long lead times and almost zero comms.
Frank did say to me though that he is easier to get hold of on the phone rather than Email or DM's.
Thank you for the replies
In reply to Post #10
Had mares with my reels that got the full works done. Took the best part of 8 months.. luckily I had others and didn't have to worry. Come out amazing in the end, but he was a nightmare to deal with at times.
Had mares with my reels that got the full works done. Took the best part of 8 months.. luckily I had others and didn't have to worry. Come out amazing in the end, but he was a nightmare to deal with at times.
In reply to Post #11
You should be over the moon with how your visions have turned out but 9 times out of 10 you're just relieved to actually get them back.
You should be over the moon with how your visions have turned out but 9 times out of 10 you're just relieved to actually get them back.
In reply to Post #1
Still waiting for my Baboons to come back from being serviced. Last July I sent them off. Been told all sorts of things in the process. No responses to emails or PM. I paid for them a month ago, no tracking info. Now being told they are with customs and the paperwork to get them back into the UK is wrong. Really loosing all faith that I will ever see my reels again
Still waiting for my Baboons to come back from being serviced. Last July I sent them off. Been told all sorts of things in the process. No responses to emails or PM. I paid for them a month ago, no tracking info. Now being told they are with customs and the paperwork to get them back into the UK is wrong. Really loosing all faith that I will ever see my reels again
In reply to Post #13
I've had dealings with him both buying and selling, he's a nightmare and I wouldn't entertain him again.
I've had dealings with him both buying and selling, he's a nightmare and I wouldn't entertain him again.
In reply to Post #14
Same here, he does a great job but not worth the uncertainty.
It's not as if you can jump in the car and go to talk to him about it either.
@dan78 that amount of time to service some reels is totally unacceptable.
Same here, he does a great job but not worth the uncertainty.
It's not as if you can jump in the car and go to talk to him about it either.
@dan78 that amount of time to service some reels is totally unacceptable.