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Discussion Starter #1
I just got my hands on one of their urethane heads and a couple bucky
lids. The head had great detail ,and the bucky lids were great and cheap
too. there shipping was fairly quick. ghostride productions is a great company
to do business with.
 

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You Rang?
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Strange I'm having the oppsite experience, I placed an on-line order and never received a reply or return email, after about 3 weeks and thinking I did some thing wrong I call them and left a voice mail message, no reply received. About a week later I called again and spoke to and individual that took my name and phone and said they would call me back, its now been a week with no reply. There products look great and I see they have been at the major trade shows but from my experience trying to get just one pair of hands has been very unsatisfactory.
 

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LOL .. I wasn't gonna post , but ....
I , too , have tried calling and no luck . Seems they don't care about returning phone calls . I did not buy anything ( kinda glad I didn't at this point ) , and was only calling to inquire about a couple of items .
But , after NO rerurn call , I think that answers a question about service , or assistance for/about an item .
 

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Interestingly, I went to visit their website again and found that they have removed most of the products they were offering, The hands went from 15-20 to 1, the heads went from about the same to 4 or 5. Many categories they list like torso's and legs have none. Don't know whats going on with this company perhaps they received more orders then expect or they could keep up with just guessing, It look and sounds like their products where good quality and they had a great range of items for reasonable prices, I would be nice if they offered some explaination.
 

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Discussion Starter #6
Hey everyone, Just wanted to let you know that I just checked their website
and they are having some problems with it.
I would try calling them back because I believe they are a reputable
company. I know I originally had a couple questions about them not taking any money out of my paypal account and contacted them at around 7:00 at night with no problem. Sorry to hear that you guys are having troubles with
your orders
 

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I had sent them an order that was just over $3,000 a few months back. I was trying to take advantage of a discount they were offering at the time, so I sent an e-mail requesting a total. I waited and waited and sent no less then eight e-mails with no response. When I sent a rather terse e-mail cancelling my order, I finally received a reply stating that they had e-mail problems, server problems and a few other excuses. I am so happy that I did not make the payment, I get the impression that they would have taken my money and ran. Personally, I will never do business with them!

Joe
 

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Well I wrote them and here is the response I recieved from them (below)....I find it hard to believe that in 2009, companies are not using "industry forums" to get first hand information about their products, pricing and overall customer satisfaction...seems like these busineses need new marketing managers. These forums are the "pulse" of the industry, and a wealth of information can be gathered from here including trending, market analysis, complaints, kudos, etc. My concern is the statement he made below, "we had one of the best years in St Louis"! St Louis? I think someone needs to check a business model.... There website says their in Belleview Washington! A company that has a "web business" should not benchmark its success based on one city's revenue generation. So Michael, if you had a success in St louis, you failed miserably in most other states. This may be why many of us have had problems dealing with GRP as they have focused on St Louis customers, and everone else can wait. I thought that was a laughable statement.

With the economy in the condition its in, and people having less discresionary dollars to spend on Holiday decorations, I would think that a "Website" issue or "email" issues would be fixed in a day. (there are plenty of "out of work" IT people available to help) Looking at the responses above and the order that I did not place with GRP, they have lost a tremendous amount of revenue this year alone. I guess we will have to wait and see what changes are made, but unfortunately if Im not aware of any changes, I wont be purchasing from them again.

Lastly, if you read is response below, he equates the problems to his "website" although I SPECIFICALLY said phone calls and customer service, If I cant get ahold of you via a phone call, I certainly wont use your website anyway, so save the money and hire some CSR's (Customer Service Reps) to answer phones. Anyone can put up a website, BUT if you cant deliver your product OR talk with me personally, do you really expect me to drop $5K?



"Thanks, we will be addressing these issues this upcoming week. Have had some MAJOR issues with our website and trying to figure everything out is not in my normal scope. I appreciate your letting me know what is going on. You will see a major improvement after this holiday weekend is over.

WE are very much in business! We had one of our best years is St Louis. Orders are going out, but not as fast as we want them to.
Which boards are you on?

Thanks for your help. "


Regards,

Michael J. Chaille
President
Ghost Ride Productions, INC.
425-452-0400



From: meltdown211
Sent: Friday, July 03, 2009 10:53 AM
To: [email protected]
Subject: Poor Customer Service

Just wanted to inform you of your reputation on some of the major Halloween forums out there. Most of the posts are stating not to deal with GRP due to their poor customer service, no answering of your phones or no call backs. A few have purchased from you without receiving their products or are generally dissatisfied all around. As I start to gear up for our haunted attraction, I use the information from these forums to determine who is worthy of my hard earned dollars. Sounds like you may be going out of business or other problems, but it’s a shame that the customers are suffering and posting about their poor experience with GRP.

Just an FYI…
 

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Ok to update this I decided to give them another try and since their online ordering system was/is not working I resorted to the old fashioned way, yes snail mail. on 7/13 I sent an order in letter form outlining what I wanted and provided contact information email and cell phone along with payment details.

I received the requested item on 7/30/09. Assuming the letter took 5 days to travel from NC to WA the turn around time was just short of two weeks which meets what is stated on their web page of a 2-3 week turn around time depending on what you order and when its ordered.

So Ghost Ride is providing their product to the haunting community. However, I did not receive any confirmation of receipt of the order, notice of shippment or processing of payment. Their communication is lacking and much less then what most are use to. Hopefully they will get their internet store fixed and operating in the near future for I feel the lack of customer communication and feedback is causing potential buyers to shy away from making purchases from Ghostride.
 

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Hmm. Seems to be a pattern here. I ordered a prop head, and hands from GRP (and paid cash!) at the Transworld show in St. Louis in March, and still hadn't seen any product as of early this week. I have called numerous times, and e-mailed, all to no avail. I had just about given up, and assumed I had been taken, until I saw some of the posts on here. I was relieved that I was not the only one. I decided to try a phone call after what would be considered normal business hours, and to my surprise, someone actually answered. I guess my anger, and frustration showed through, as I got an e-mail this morning with an invoice number, and a UPS tracking number, saying that my items had been shipped this morning. It's amazing what an angry phone call can accomplish. It's very unfortunate. I think GRP makes some really cool props, but thier customer service leaves a little to be desired. I would caution anyone thinking of ordering from them.
 

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dr dark
please post a review of your head and hands when they arrive (w/pics if possible)

I had e mailed them about one of their manniquins. They offered to come down a bit in price to shipp one w/o the armature.

Unfortunatly, I was able to get a cheaper maniquin on ebay.
But I may still need hands, hence the interest in their quiality.
 

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Avoid, avoid, avoid Ghost Ride Productions! If you care about customer service avoid this merchant. It's a long convoluted story, but they made a mistake and only wanted to make excuses. However, charging my card for the SUPPOSED TOTAL was not a problem for them. Apparently, arguing with and aggravating customers is part of their business model.

AVOID GHOST RIDE PRODUCTIONS!!! :mad:
 

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Discussion Starter #14
I'm begining to think I got really lucky with this company .
but do to all the bad feedback I dont think I will do business with them again
 

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I ended up ordering a set of hands to be color matched to a Frankenstein bust I had.
I was surprised to see how close they came from an emailed pic of the bust.
The hands were very detailed. great quality, reasonable price and pretty fast turn around.
what a great experience.

So when I wanted color matched hands for a witch, I knew where to go. Or at least I thought.
turns out I had to cancel the order. I was running out of time . Based on my past experience I had ordered in plenty of time.
But hey, sometimes things happen.

so this year I sent an e mail asking if they think they could make the hands by end of sept.
No response. SO I figure, no, they cant.

Moving on. I decided to order stock mummy hands.
the order said I would get an invoice.
No confirmation e mail. a week later no invoice.
e mail sent. no response.

its really frustrating because I had one great experience and was hoping to source other items.

so how long should I be waiting before I start looking for another source.
 

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Have you tried calling them? We ordered a head and hands about a month before MHC for one of our displays. We had a small issue with the head they sent, and they offered to send a replacement ASAP. We ended up opting to get another set of hands to match the head which they mailed on Monday (I notified them on Friday of our issue). The new hands came in a few days and looked great. I met Michael at MHC and he did say they are going to be revamping their site this off season. I did talk to someone there on the phone and she was very nice and helpful. I was just looking at some stuff last night as we are probably going to be ordering another head and hands for a new project we are working on.

I hope you are able to get ahold of them and order your stuff.

D.
 

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UPDATE
got a call from them today saying the email invoice gets bounced back.

Paypall'ed the amount.
hope they are able to make these before oct. to give me some time to put my character together.
 

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I have ordered from them a number of times in the past. They get very swamped with orders - especially after the trade shows. Their products are good, actually better then what you see on the website. As for customer support, it is pretty poor. I have yet to ever receive a reply from any e-mail sent to Michael. However, Rachelle has always been pretty responsive and is my go to person when I have a question or concern. I would not hesitate to order from them again, but I always do it quite early in the year to ensure I get my order before October.

Joe
 
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