Service quality at Eastman

[monarch]

I have 2 Eastman A2 jackets and I enjoy the quality very much, however, I recently find that the customer service is not that good. Compared to Armanda from Aero or John Chapman from Goodwear they do not answer the emails as well and if you have any special requests they have a hard time doing it. I found that this is recently even getting worse. Isn't this unusual for a small family run business? What are your experiences?

 

[John Lever]

I agree that they don't answer e-mails very efficiently, but Gary gets about 200 every day.
Other aspects of their service are better than their competitors. Eastman can deliver a jacket within 3 weeks of ordering if you live here in the UK. Their presentation and packaging are second to none.
If you have any issues, just call them.

 

[Marv]

I own quite a few Eastman jackets and never had any problems with customer service or delivery....always been excellent

 

[monarch]

Customer Service

That ist true, shjipping and delivery is really fast. And the jackets are perfect. I really love them...

 

[Edward]

The only differences I notice, really, are in the website and business model. Website: the ELC website far and away outclasses the Aero site, it has to be said. Aero's is rather difficult to navigate. One thing neither do particularly well is providing images of their jackets actually being worn (I know Aero have a "customer's jackets" section, but it's not really the same) - c/f the images John provides on the GoodWear site.

As to business model, it seems to me that they have both gone very different directions: while a very significant chunk of the Aero range is dedicated to civilian styles, Eastman have chosen to specialise in reproductions of military issue garments. It makes logical sense to me that a business focussing on the latter would be disinclined towards custom alterations: the whole point of producing an accurate military repro is closeness to the original issued garment...

I've never emailed Eastman, but back in November I purchased a B2 cap from them, which turned out to be too small when it arrived. I telephoned them at the number given on the website, and the gentleman who answered was able to confirm I required a size up, that they had one in stock, and put it aside with my name on it - asking me to include a reminder note of this along with the returned hat. I had the new one in my hands within a week. Very pleased with this service. Conversely, I've never spoken to anyone from Aero on the phone, although I have exchanged a number of emails with Amanda, which have been very helpful. Seems to me that most such small companies - given that you're dealing with individual people - tend to be better with one or the other. Another difference might be... not sure whether Amanda is employed specifically to deal with customer services? I had the impression when I spoke to Eastman on the phone that I was talking to someone based in a main workshop area, so perhaps they have no dedicated staff to deal with customer emails, everyone being on the shop floor?

Regarding packaging, I've not yet received anything new from Aero (my Aero AN6552 was purchased second hand), so I can't comment on that. I do not believe, however, that it is possible to best Eastman, based on my experience with the B2 cap. The branded Eastman box was a very nice touch, really professional, and the inner packaging.... I have no idea whether original issue items came in the little brown paper baggies, with all sorts of 'quality approved' style tags, but it really is nicely done and looks superb. I actually took photos of mine during the opening process, I was so impressed.

 

[havocpaul]

I have detected some Eastman bashing in recent days and it does seem rather unfair for the most part. As previously stated, their e-mail service does sometimes fall behind but with the daily volume it is excusable; I would always suggest telephoning them especially for UK customers, anyone having done so will have received service second-to-none. They are indeed a small family firm and the better for it, to turn around customer orders as fast as they do (and much faster than competitors, how long will you have to wait for your Good Wear?) is admirable especially as the workmanship is as good as ever. Their website is easy to use (Aero take note!), ordering is quick online which does sometimes make me wonder what all those e-mails they get are actually asking?! In the past 12 months they have managed to keep up with orders, increased from overseas as the GBP dropped to an all-time low, launched new products (whether you like them or not), got their range into a central London store, attended the Duxford air shows and imported new Buzz Rickson stock...not bad for a small family firm is it?

 

[Paden]

I agree that they don't answer e-mails very efficiently, but Gary gets about 200 every day.
Other aspects of their service are better than their competitors. Eastman can deliver a jacket within 3 weeks of ordering if you live here in the UK. Their presentation and packaging are second to none.
If you have any issues, just call them.

Ok, let me see, 200 mails per day, about 5 minutes to answer a mail = 1000 minutes, around 16 hours.
Poor Gary, poor life.
You mean 20?

 

[blethook]

I never had any issues with Eastman

...as far as customer service quality is concerned.

Yes, they're less flexible (compared to Aero) when it comes to customisation...

I remember asking them for a brown version of the Luftwaffe jacket (not the Hartmann one) before it became available to the general public (it was only available to the German market at the time). They said OK, but it wouldn't be returnable, which then discouraged me from ordering it.

Whenever I have a question I normally just call them (easy for me being in the UK) and they would answer all questions without any sense of them trying to rush things, or push me to purchase, etc.

I have asked them to take jacket measurements over the phone a few times, which they gladly did for me. I think Gary Eastman even recognised my voice every time I called (probably called them too often!!!)

On the email front, yes Eastman is pretty slow, as is John Chapman.

Amanda's main job probably is to correspond with customers over email and phone, which is why you tend to get quick response from her.

Between Aero & Eastman I get the feeling that Aero has got the bigger operation (i.e., bigger market share, etc.) so Aero probably has more personnel to manage the business.

 

[John Lever]

Ok, let me see, 200 mails per day, about 5 minutes to answer a mail = 1000 minutes, around 16 hours.
Poor Gary, poor life.
You mean 20?

Rob told me he gets over 200 per day.

 

[Paden]

180 viagra offers, 20 customers.
Aero is a one wo(man) company, Amanda!
Will is more working in the back office.
Great Company.
We also had no problems with Gary, good service, good quality.

 

[P5640blouson]

Packaging means nothing to me

Packaging means nothing to me. The garment should be protected in transit, and a quality garment bag and worthy hanger is most useful, but other than that, I don't much care for fancy packaging. Lewis comes in plain cardboard box, and so the jacket makes impression based solely on its own merits, and boy what merits. My modernized A-1 based driving jacket came in a perfectly suited custom breathable garment bag and fitted hanger for storage, all quality touches. Customer service is of absolute importance especially with the fitted nature of fine jackets. After all, you're wearing the jacket not the packaging.

 

[havocpaul]

Eastman packaging is functional first and foremost, the large cardboard box protects the contents perfectly, not too fancy IMO. They do get around 200 e-mails a day and I expect many are time-consuming, repeated, and some queries that could be answered by just reading the website, of course everyone expects instant personal replies and that is simply not always possible whereas a telephone call will get answered. They could of course take on extra staff, have larger offices and then everyone would bemoan the fact that prices had risen! The likes of ELC, GW, Aero are bespoke tailors in many ways and therefore some patience is required, if you want instant product go down the mall and get an Alpha (now made in China!) or Avirex.

 

[johnnyjohnny]

thoughts

well, i've bought jackets from lewis, eastman and aero...all superb companies...here's what i found>>>

Lewis...ordered through them, checking via emails prior...all issues were dealt with beautifully, and the jacket was superb...i did end up selling it to a great guy on ebay who is also on the forum here...it fit perfectly, which was the problem, i like my jackets a bit on the loose side...but everything couldn't have gone better

aero...ordered through mark...kind of an amazing guy actually, talk about customer service, did chafe a bit when the subject of jacket forums popped up

the highwayman did take quite a long time to arrive, about a month longer than expected, tho i did keep pestering them about the size...i can be a pain (stop agreeing!)...

the jacket was beautiful, but they did have it with the standard yoke across the back whilst i had ordered it with a 1-piece back vis a vis my luftwaffe jacket obsession...it was a super lovely jacket, but in the end i returned it...mark was so darn nice about it i was embarrassed...


eastman...i'll start by saying they never answered my original emails a year ago, so i thought they were shining me on, and i went off and bought my lewis jacket...didn't realize their email system was so clogged...but it was a good thing

good in that by the time i came back a few month ago to order their luftwaffe jacket, i knew myself what size i needed because i liked my jackets a bit on the full size...so i told them that i needed a 26" armpit to armpit, plus at least a 26" length, and they told me that was the size 46...when it got here it was correctimundo...a 44 might have been how hanz and goering's boys actually wore them, but i like it a bit larger and it's basically perfect

but not end of story...it must be noted that this jacket (as anyone who's read my posts on it) is beyond perfect, or what i had imagined a perfect jacket to have been...not just because i love the luftwaffe style, but the construction, the leather, the execution...everything was flawless without looking sterile (as some have charged gibson and barnes are...not getting into that here)...the jacket looks like it came out of a time machine, and fits better than any jacket has a right to...people compliment me on it that have never said a word in their life about any article of clothing i have ever worn

so, just getting this jacket has pretty much ended my jacket cravings/purchases for awhilst, hence saving me $$$ on all the schott's and other 'luftwaffe' style jackets i had been spending dollars on...i'm even now selling some of those, nice as they are, as this is the only jacket i've been wearing, and i want to wear...i hang it up in the room as a living piece of art when it's not being worn...and, no, i don't make love to it

but beyond that still, and don't say it doesn't matter, was the amazing briefcase style cardboard box the jacket came in, and the envelope it was in once inside the box...and then the really enjoyable cd that came with it about flyers, jackets, and eastman...totally great to have

sure, packing is not why you buy a jacket, but if the jacket is perfect, and the packing is the best you've ever seen, i say hear hear to the packing as enhancing the whole delight of buying from eastman

getting this jacket, and seeing their cd, and understanding them, i now see why they do not make custom jackets...they make replicas of history, historically made...i sell vintage watches, and if someone told me they wanted to buy one of my rolexes, but to put a japanese quartz movement in it for accuracy, and they'd pay the full price, i'd respectfully decline...and please be aware, in the 70s many people did this, and many a$$hole jewelers obliged them...

i completely respect what eastman does, and applaud it...

all great companies staffed by real humans who can make mistakes...but usually get it right...as for me, getting my jacket from eastman has been the ultra perfect experience, and i must keep sharing that fact

 

[johnnyjohnny]

and FURTHERMORE.....

this deserved a new post...AERO's website crashes my computer EVERYtime i go there...what the h3LL is up with THAT!!!???

 

[Edward]

Packaging means nothing to me. The garment should be protected in transit, and a quality garment bag and worthy hanger is most useful, but other than that, I don't much care for fancy packaging. Lewis comes in plain cardboard box, and so the jacket makes impression based solely on its own merits, and boy what merits. My modernized A-1 based driving jacket came in a perfectly suited custom breathable garment bag and fitted hanger for storage, all quality touches. Customer service is of absolute importance especially with the fitted nature of fine jackets. After all, you're wearing the jacket not the packaging.

True, to a degree.... though I have always found that, with small-scale, artisan operations like ELC, the level of care taken over the packaging and presentation reflects the level of care taken in the production of the garment itself. Just on more thing that marks them out over mainstream, big scale stuff. My Barbour International arrived in a plastic, ziplock baggie.... functional, but none of the same appeal (not recyclable either! lol ).

 

[Edward]

this deserved a new post...AERO's website crashes my computer EVERYtime i go there...what the h3LL is up with THAT!!!???

It's sheer volume of traffic of folks hunting round it to check out the new prices.... lol

 

[bobbyball]

I would defend Eastman everytime. I sometimes have an issue with the hides they use and some detailed thing but they are very nice people to deal with. I see Gary regularly at the airshows and down at Beltring where he sometimes has a small stall.

I know his Dad used to answer the phone and is also a really pleasant chap. I suspect that some customers are quite abrupt and quite rude if things do not go their way and nobody likes to be treated badly.

A friend of mine has also known Gary for many years and he always speaks highly of them and their product. Running a business is not an exact science and can be challenging at times – I work in a partnership and know that things do not always go smoothly.

Most customers do not have a clue about the pressures of client/customer service and should have a little bit more patience.

All I can say is in 25 years and 7 jacket purchases, I have had brilliant service from Eastman.

 

[Ace Rimmer]

aero...ordered through mark...kind of an amazing guy actually, talk about customer service, did chafe a bit when the subject of jacket forums popped up

You too eh? I also got a rather sharp email from Mark about my discussions with my alleged "friends" here at the Lounge. lol

Regardless, Mark is a good guy and gives first class service -- for things that are within his control. He really does try to make things right for you if things have not gone well.

 

[Creeping Past]

I can see how vendors could become weary of reading Q & As better directed to themselves being aired in public.

Such matters as wait times, pricing, errors in manufacture are tedious to read about and ultimately assist no one. In my view, the time taken writing a post here about such matters would be better spent contacting the source...

 

[Lt GUSTL]

Servus from Vienna,

a friend of mine is doing business with ELC.
He can order every jacket and has several jackets and caps in his shop.

There i order my ELC jackets. The waiting time is the same as ordering via internet, and the price too (inclusive shipping costs).

Here is his website

http://www.uncle-sam.co.at

kindest regards