Full Version: Marco (Discount Trophies)

From: Lisa (TROPHYUSA) [#8]
 22 Jul 2006
To: ALL

I have cut WAY back on my purchases from Marco. Unfortunately they carry some items that I can't get elsewhere, but I too would rather chew on bugs than order from them. Every order I place gets screwed up, or shipped from 3 or 4 locations, and no allowance is made for freight charges due to their lack of inventory. Their customer service is appalling. I'm still waiting for a credit where they shipped me 3 figures from San Antonio and 3 figures from Houston!

When John worked at the Virginia plant at least I felt like I had someone to talk to who cared about the customer. Since his retirement there is no one to take his place. And now that Marco has tried to centralize ordering out of CT it's even worse. They have NO handle on what the plants are doing. As far as I'm concerned, they may be the biggest, but they are also the WORST.

On the other hand, JDS is awesome. Their customer service is top notch, and they generally compensate for freight issues when you are inconvenienced by multiple shipments. Not to mention that product ships when it's supposed to -- as opposed to Marco.

I have to order some product from Marco this week and I'm dreading it.

From: Doc (GREAT_ATLANTIC) [#9]
 22 Jul 2006
To: ALL

I suppose I'm in the minority here, but we've had excellent success with Marco. While there is the occassional mishaps (broken resin, missed shipments, etc.,) the company has always been very responsive to the problems we've had. And most of those problems have occured in the craziest part of the year when pretty much every supplier makes a mistake or two.

This company has good value for its products, and exceptional quality on most items. We rely on them almost every day.

Jim

From: geebeau [#10]
 22 Jul 2006
To: ALL

Marco has a lot of things that we use as well. We did more business with them when they also carried the PDU line. However, they have come out with a lot of new items which are good. The main problem, tho, is that they usually have to ship from multi-locations, and if I do want to pick up in NJ, not TOO far away, some items aren't there and have to ship from CT or elsewhere.
I guess, tho, that ya can't have everything, yet some other companies seem to.


Steve

From: Jer (DIAMOND) [#11]
 14 Aug 2006
To: ALL

OK, I started it so I am going to tell you how it ended. I had a pretty good list of problems when I made my first post but I got in touch with Marty Burke who has the Texas area for Marco. He has worked very hard and diligently to help me get everything squared away. He is as professional as they come. I am going to proceed with caution, and I think he understand that, but I am going to give them another chance. Marty asked me to let everyone know he is willing to help with any other problems out there. He can be contacted at, mburke@discount-trophy.com

From: geebeau [#12]
 14 Aug 2006
To: Jer (DIAMOND) [#11] 14 Aug 2006

I spoke with Mike Cornicello of the NJ Sales Office and he told me that their policy IS to equalize freight if it has to be sent from another location. I was told to ask if it's not offered.
I had also heard thaty they are moving the NJ warehouse to a different location, alas, firther away from me.. ht elocation is not as yet determined.
I LIKE Marco's products, and I did enjoyt the ability to pick up, especially marble.
We'll see how far they move..

Steve

From: Engravin' Dave (DATAKES) [#13]
 14 Aug 2006
To: geebeau [#12] 14 Aug 2006

quote:
I was told to ask if it's not offered.


This should be automated in their order-taking software or instinctive among their customer service staff. If it is company policy, they are sure keeping it a secret. I've never been offered this option.

From: logojohn [#14]
 15 Aug 2006
To: Jer (DIAMOND) [#11] 15 Aug 2006

Marty just came by here yesterday. He was formerly with the Liberty Supply warehouse in Dallas.

We buy most of our PDU and other things from Liberty and have had few problems when he was there for about the last ten years if I remember right.

He seems to be genuinely interested in provided good customer service.

I didn't realize DTC/Marco even had a localtion here in Dallas. I asked him several times about being out of things. He said they were willing to upstock anything you use on a regular basis and had a good stock of the more common items. Not sure if they are limited by the HQ as to how much they can stock.

They have some metal cups, resins and optical crystal pieces that are hard to find or aren't stocked in the middle part of the country so I will give them a try on at least those things to start.

.

From: John (ICTJOHN) [#15]
 15 Aug 2006
To: Jer (DIAMOND) [#11] 15 Aug 2006

Marty was also the ARA president in 2002, so I am sure he will get a lot straightened out with Marco in the Dallas region. Marty is a person of his word and a quick "decider" (I borrowed that word from GW). He has a way of getting things done properly. I think he will be a great asset to Marco if they can hold onto him & listen to him. Maybe he will move on up the ladder and straighten Marco up region by region, or better yet, all at once.

From: Engravin' Dave (DATAKES) [#16]
 15 Aug 2006
To: John (ICTJOHN) [#15] 15 Aug 2006

You are right about Marty. In fact, putting him at the top of the ladder would be the best move they could make.

From: Lisa (TROPHYUSA) [#17]
 15 Aug 2006
To: ALL

Maybe we could get someone like Marty on the East Coast and I would feel better, but I HATE buying from Marco because of all the reasons already listed. I do it only when I have to. On the other hand, JDS automatically takes care of equalizing freight, and they are awesome to deal with if there is a problem.

Just a few weeks ago I called Marco and requested a freight credit because they shipped one trophy piece from San Antonio and two pieces from another Texas location, while most of my order shipped from Virginia and New Jersey. I thought that was crazy. Let me tell you that I had to really argue with them to get any freight credit, so I don't believe this is a policy of theirs as claimed.

I used to buy a lot from Marco, but will only use them now if I have to.

From: jeanettebrewer (JEANETTEBREWER2) [#18]
 15 Aug 2006
To: Lisa (TROPHYUSA) [#17] 15 Aug 2006

quote:
Maybe we could get someone like Marty on the East Coast


We train them right in Texas! B-) 

EDITED: 15 Aug 2006 by JEANETTEBREWER2

From: geebeau [#19]
 16 Aug 2006
To: ALL

Just received notice that Marco is moving their NJ warehouse from Bergen County to the Raritan Center, same place where JDS has their NJ warehouse.
Good for them, but an additional 45 minute drive for me.
Sigh.

Steve

From: UncleSteve [#20]
 16 Aug 2006
To: geebeau [#19] 17 Aug 2006

The good news is:

"Whaddayamean ya ain't got it? Now I have to walk down the block to the "other guys" to get it!" ;-) 


From: geebeau [#21]
 17 Aug 2006
To: UncleSteve [#20] 17 Aug 2006

Yeah, that's the ticket!!

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