Stratton: On the Way
We were caught a little by surprise by the demand for Stratton, and our initial run sold out very quickly. We have been producing it in large numbers to get caught up- we try to keep everything in stock at all times to minimize the amount of time you have to wait to receive furniture after ordering. Lately we've had several questions from people asking when their orders would come in. To answer that, these pictures were taken yesterday at the factory. These containers will be leaving today, and it will take about 4-6 weeks for them to cross the ocean and leave our warehouse for delivery to stores.
posted by Scott Bennett on 4/28/2008
40 Comments:
I ordered the crib in February and the combo in March. My son has arrived a month ago and I still don't have any furniture for him. My retailer has not received an update from you as of today. I would like to know if I should expect a crib for my son to sleep in any time soon. Thank you, Sandi
Sandi-
Can you send me an email with your order info (retailer name, etc.)?
Thanks,
Scott
sbennett (at) westwoodbaby.com
I ordered my furniture in early March and still haven't received it. My son was born over 2 weeks ago and we still don't have the furniture. If the furniture was shipped on April 28th why haven't I received my it yet? It has been over 6 weeks. No furniture is worth waiting for over 13 weeks. I will be sure that this is the last time I or any of my relatives order furniture from Westwood.
Jim-
First, my sincere apologies on your wait. We certainly don't consider your situation to be acceptable. This has been a worst case scenario that we try to do everything possible to avoid. Our intent is to keep everything in stock, and in this instance we failed.
Second, the products shown in the post have been landing since about 2 weeks ago, with some into this week (depending on which port they were going to). As of today, we are at 6 weeks and 3 days from 4/28, so that was about right. There is now, of course, a huge backlog at our warehouse as we get these shipments processed out to the retailers. They have been going out, and are continuing to go out. Third, if you send me an email with some details, I can give you more exact info on your particular order. In lieu of that, I can say generally that a March order like yours will most likely be shipping in the next several days.
Sorry again,
Scott
Sandi-
I'm still waiting for an email from you as well.
I have been very disappointed with my experience with Westwood Baby. I have been waiting for almost 13 weeks for my crib and this post on the website is really not a sufficient explanation for the delays. If I did not come on the website myself, there was no way I would know about the problem. When most companies identify a problem with their product, they contact the customer, not leave it for the customer to scramble about seeking information.
Nancy
Nancy-
I'm sorry to hear about your disappointment. I agree with you, you shouldn't have to be searching for information. Unfortunately, we are unable to contact all our customers on an individual basis, not because we don't want to, but simply because we don't know who you are. You ordered through a retailer, who then ordered through us. That order does not have your contact information, or even your name in most cases. We keep our retailers up to date on delays like this. In fact, our retailers have the capability of logging in to our inventory system to see exactly what the status of their orders is. Generally most of them do a good job of passing that information onto their customers.
Stratton shipments are coming into our warehouses and are going out in the order in which they were ordered. We are getting caught up. If you email me directly at the address listed above with your order date, items ordered, store, and your name, I can track down your order and give you some accurate information.
I sincerely apologize again for the delay. I understand that it's frustrating.
Scott
My email address is sbennett (at) westwoodbaby.com
Do you know when the Stratton will be shipping out? I ordered the whole set in May and based on the comments below i'm worrried! My order was placed with Buybuybaby huntington, NY. I'm really stressed about this...this is the longest i have had to wait for furniture. everyone i talk to is shocked it hasn't come in yet.
thanks!
Hi maipn1-
The next shipment of Stratton headed to NJ lands around July 8th, and your order should be filled from that. You should have it around the second week of July, possibly the third. I hope that works OK for you. Please send me an email if you need any more help.
Best Regards,
Scott Bennett
Hi Scott,
I ordered the stratton last night from Buy Buy Baby in Westbury, NY. They said it was back ordered. Please give me an honest answer on when it will be shipped and when I can expect it.
Thanks,
Roxanne
Hi Roxanne-
Thanks for the order. A Stratton order placed today should be delivered in about 6-8 weeks.
I have also been extremely frustrated with the amount of time these shipments take. Honestly, I know you are trying your best, but I have never dealt with a retailer that does not even offer you a shipping date. I have never ordered anything, including our high quality bedroom furniture, and not been given a shipping estimate. Honestly, I think it is very wrong to keep people waiting without any idea of when things will arrive. With babies there is a great deal of planning and these parents do not need such stress. Every other company I see provides a shipping date at least within a 10-day span. I know it is hard to give an exact day but people should at least be given a span on which to rely.
We have spoken to our store several times and continually get new reasons why our furniture is not here. We are promised a call back and are often left without one with our store stating that your rep has not contacted her yet. We are on the verge of canceling our order, but we are now stuck because anything else we order may take up to two weeks and our baby is on her way. At this point I will never advise anyone to order this furniture regardless of its quality and beauty. As someone else stated, no furniture is worth this type of stress and wait. At least be honest with people if it is truly going to take up to 5 months so that they can make an informed decision. We are on our second month of waiting and I have been told "this isn't bad as some people wait 5 months". I'm sorry but that kind of comment does not make me feel any better. I just feel it is very important that Westwood makes a decision to be completely honest about this issue so that people won't feel so stressed. That is good business, this approach is not. If I would have been advised of these things I would feel very differently as it would have been my choice to take a risk and wait. I hope you truly are doing your best to serve your customers honestly. If your company finds a resolution to this problem and addresses this issue overall rather than just responding to each individual customer I would like to know. A resolution might encourage me to make a positive recommendation in the future, otherwise when people ask me about my furniture I will be telling them it is not worth the trouble. I wish you guys luck in dealing with this issue. I will be checking this sight for a resolution so that I can accurately inform others.
Anonymous 7/10-
First, thanks for taking the time to comment. And second, I'm sorry that you've had an unsatisfactory experience.
I don't know what retailer you went through, but we always provide a shipping date. You can call us today or send me an email, and we will tell you where your furniture is and when you should get it. So, please send me an email.
Generally speaking, if your order is two months old, and it hasn't already left for the store in the last few days, it will most likely be shipped in the next couple weeks. Again, I can give you much better info if I know where you ordered from and when.
I'm really disappointed to hear that you feel we haven't been dealing with this forthrightly. This was an unusual situation caused by a totally unexpected level of demand for this one product. We had a huge backlog of Stratton orders which we have been steadily catching up on. Several shipments have arrived since I first posted, and a lot more is continuing to come. I'm sure there have been instances where we haven't done a good job of getting information to people, but we are certainly trying. Also, we would never tell you that you should live with it because some people wait 5 months. We don't view this as an acceptable situation, and we continue to work hard to address it.
sbennett (at) westwoodbaby.com
I ordered Cypress Pt in late June. Is that delayed too? I called today and they are telling me 3 more weeks... that will be a 13 week turnaround. I need to get the room set up! I shopped around for furniture and this set was our fave, but it timing is very important! We are emotional pg people and we need cribs and storage for clothes and such!!
Anon-
If you send me an email (sbennett at westwoodbaby.com) with your order details, including the finish and store you bought from, I can give you some more detailed information. Sorry about your wait.
I ordered my furniture in April and only recieved the crib and changing table so far...it is now the middle of NOVEMBER...are you kidding me! This is ridiculous!!! I don't even know what to do at this point. My baby can't sleep in her crib because thats where I have to keep all her clothes because she doesn't have a dresser to put them in. I am at a loss for words. Jacqui
Jacqui-
Sorry to hear about your issue. I am looking at our inventory system right now and there are plenty of chests in stock (along with cribs, combos, etc.) in both warehouses and both finishes. If you send me an email I can see what exactly what's going on with your order. This might be a problem with your retailer, or it may be something we've messed up, but we definitely have plenty of Stratton currently.
Scott
sbennett (At) westwoodbaby.com
Scott,
My wife has fallen in love with the Stratton collection, but our baby is due the first week of April. The previous posts have me worried about ordering your product. What would we be looking at for an arrival date if we ordered the set today? Thank you.
Hi John-
As of today, we have very good stock levels of Stratton in Virginia Cherry. The Chocolate Mist is a bit low, but more is arriving in about two weeks. Either way, an order placed this week would probably arrive before the new year. Worst case it might go into the first couple weeks of January. A lot of it depends on who you order it from- a store that buys a lot of product from us obviously gets shipped more often, while a smaller customer might have to wait an extra week or two because we have to consolidate their shipment.
Hi,
My husband and I are thinking about ordering the entire stratton set (rails, nightstand, and hutch included) for my baby who is due April 2nd. We really would like the room to be completely set up prior to the arrival of our first little one. If we were to order the Stratton collection by Dec. 7th, what is the absolute latest that we should receive it? We would be ordering the set from Baby Boudoir in New Bedford, MA.
Thank you so much for your honest response.
Hi Corinne-
Baby Boudoir is a big dealer and often orders full containers. I think they just got a container with Stratton in the last few weeks. Your best bet would be to call them and see if it's all sold or if they will have some left for stock. If they have stock, you could conceivably pick it up at the time of order.
Otherwise, a normal order filled out of our warehouse would take 2-6 weeks or so. There are no stock issues with Stratton.
Scott,
I ordered the Stratton crib and five drawer dresser from Baby's World in Southington, CT on 12/6/08, I'll let you know how I make out.
John
Hi Scott,
We decided to order the entire Stratton set for our little one. You were right Baby Boudoir (MA) did have the pieces in stock. The only problem that we ran into is that the hutch is damaged and the crib is missing supports. We've contacted Baby Boudoir, and they plan to exchange the hutch when they get another shipment, and they have contacted the manufacturer to have the supports for the crib shipped to us. I was wondering if you could tell me when Baby Boudoir is getting a Virginia Cherry hutch in, and also when I should expect to receive the rails for the crib. It's been sitting in pieces in the nursery for almost a week and I would like to have the nursery set up before my shower so I can put things away. Thank you so much for your help.
Hi Corinne-
Sorry to hear about the damage and missing parts. FYI, spare parts usually come a bit quicker if you contact us directly, simply because the message goes through fewer people. Anyway, let me know if you don't get those parts soon and I'll chase them down. sbennett (at) westwoodbaby.com
Hi Scott,
I have a dilema. I had a very large problem with the store I ordered my furniture from. I took 8 months for me to get all the pieces, we were not very happy cutomers as you could imagine. When the first part of our order finally came in and we picked it up, we brought it home and set it up that day. It was the crib and changing table. Well, the the front of the crib was damaged as well as one of the swinging drawers. we called our supplier immediately and told him. He said he wasn't sure what he could do since everything was on back order. We told him we would wait. After placing our original order in April, we finally go the hutch and dresser in December! He sent a replacement drawer, but it was for the wrong side. He told us that he could not help us with the crib or drawers because you were no longer suppling to his store. What am I supposed to do with my damaged furniture now?? I don't want to say where I got it on this site, but when I tell you in an email to you personally, I think you will understand my problem.
Thanks,
Jacqui
Jacqui-
Sorry to hear about your problems. I don't know which store you went through, but I imagine your delivery problems were on their end- we have been in stock on those items for quite some time.
We would of course be happy to replace your damaged parts- if you send me an email I will forward it on to our parts department.
And to anyone else who might read this- we support our products unreservedly. If you have a problem, we will do everything we can to correct it.
Thanks,
Scott
Hi Scott,
First of all, I appreciate your detailed website and personal responses. My husband and I are interested in possibly ordering the Stratton in Cherry or the Cypress Point furniture in Honey from a Buy Buy Baby store in Illinois. They do not have any in stock, and they estimate it would take 8-10 weeks to come in. Is that estimate accurate? From this blog, I am worried it might be longer, and I am due on May 4. Does it also take this long to order the Hart line from Baby Depot, which seems to be a division of Westwood.
Hi-
It definitely shouldn't take longer than 8-10 weeks (and probably won't even take that long). Both of those groups have good stock levels right now, and Buy Buy Baby is a big customer who gets frequent shipments.
I'm looking in our system, and several shipments to BBB Downers Grove went out yesterday. The oldest was ordered 12/17, and some were from last week.
Baby Depot ships to stores from their own warehouses, so I don't have any way to know what their real time inventory is like, but they keep everything well stocked, and 8-10 weeks is probably a safe estimate there too.
Thanks for your interest, and let me know if I can answer anything else.
Thanks,
Scott
Wow! Thanks for your quick response to my 7:46 post. Just out of curiosity, once a shipment goes out to BBB in Downers Grove, how long does it take to arrive there?
Thanks for your help. The customer service is remarkable!
Kim
No problem! I would guess it takes around a week or so to get there.
Thanks!
Kim
Hi Scott,
I wrote the other day and I had another question. Have you designed the Hart line too? I noticed that the crib is not convertible to a toddler bed, though it is to a day bed? I was wondering why, since it seems only the toddler rails would be needed.
Thanks for your help,
Kim
Yes, that was us too. Baby Depot did not want the toddler bed option on that crib. The lack of a rail is the only difference.
Sorry to bother you again . . . last question. Could toddler rails for another bed be purchased and used on the hart one? Are they "generic" enough, in terms of assembly?
All of our rails are exactly the same size, and are dimensionally interchangeable (except that the color or wood might be different).
Thanks!
This is week 9 and still havent gotten my Stratton Chocolate Mist. Getting close to time for the baby.
We ordered from nurserytime in Lexington Ky, last name Wilson. Is there any way you could tell me when that will be here?
Hi C. Wilson-
I just checked with our warehouse manager, your order is allocated and will ship this week.
Thanks,
Scott
We are planning on ordering the Virginia Cherry (Stratton). I'm concerned after reading about all the delays. What is delivery time?
Virginia Cherry is in stock. Delivery time would therefore be the same as any other of our groups- that will depend on which store you're ordering from, but they should be able to give you a reliable estimate.
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