Varlet Customer Service Woes

First off, let me preface this by saying that I do not frequently post here, and my intent is not to troll or bash an artisan. I respect the hobby, and the artisans, and I have weighed the pros and cons of posting this on a public forum. 

With that out of the way, I’d like to share some of my difficulties with my second brush purchase from Aldo (varlet). Long story short, I placed an order for a brush in June, and have yet to receive it. I am accustomed to long waits for handmade items. This is not really the source of my frustration. What really bothers me is the lack of communication from Aldo, despite my inquiries. I am not being unreasonable, and given the price of the items he sells, I believe that there needs to be a means for better communication with the customer. Before people reply to this post in haste, saying that I’m simply not being patient, I ask that you thoroughly read my post. I am solely bringing light to some issues I have had, in hopes for an easy resolution. I respect Aldo and his work immensely, but quite frankly, I don’t feel like the customer treatment is fair. I am reminded that although the brushes are in the $400+ Range, the one thing that is truly of value is the customer service experience.

I don’t want to act as Aldo’s lawyer and I understand you.
Just want to share my experience:
I received my brush somewhere in November-December, having ordered in August. Aldo did not always promptly answer my letters, but he always answered all my questions.
He is always polite in communication.
And I like my blue royal Ranger)

First off, let me preface this by saying that I do not frequently post here, and my intent is not to troll or bash an artisan. I respect the hobby, and the artisans, and I have weighed the pros and cons of posting this on a public forum. 

With that out of the way, I’d like to share some of my difficulties with my second brush purchase from Aldo (varlet). Long story short, I placed an order for a brush in June, and have yet to receive it. I am accustomed to long waits for handmade items. This is not really the source of my frustration. What really bothers me is the lack of communication from Aldo, despite my inquiries. I am not being unreasonable, and given the price of the items he sells, I believe that there needs to be a means for better communication with the customer. Before people reply to this post in haste, saying that I’m simply not being patient, I ask that you thoroughly read my post. I am solely bringing light to some issues I have had, in hopes for an easy resolution. I respect Aldo and his work immensely, but quite frankly, I don’t feel like the customer treatment is fair. I am reminded that although the brushes are in the $400+ Range, the one thing that is truly of value is the customer service experience.

This is painful to read. I will sit this one out because I've had my own issues with Aldo and communication.

I do appreciate you making the post. It's data point that needs to be brought to light.

I do hope things resolve themselves promptly and the aggrevation of the journey does not taint the product once in hand.

The wait was worth it.

Previously, I could correspond with James about Wolfman, but now only dry communication through the assistant Tara.

Everything is changing)

Considering the whole point of the move to a custom list was:

A less stressful buying experience

Increased communication and easier connection between artisan and customer.

I can’t help but view this as a bit of a whiff. I do hope his health is ok.

This is a reasonable, respectful, and useful way to share negative vendor feedback. Nice job on that.

LOL...there's now a merchant approved template for complaints.
#progress

LOL...there's now a merchant approved template for complaints.
#progress

Just as customers can share feedback on how a vendor performs, I can share feedback on how a customer publicly performs. It’s a two-way street and mutual maturity and respect benefit our community.

Same for me...put in an order over a year ago.  Got at a distribution-list email update in Spring of '21 saying that orders placed when mine was placed would be completed by July '21.  I've received no updates since this past Spring.  I have no plans on asking for an update as I want to be considerate of his situation and have total respect for the craft.  That said, I'm very close to simply 'walking away' as at some point this process and experience is beginning to pollute the perception of what I'm getting.  That's just a personal position, and no hard feelings at all (want to avoid that).  In general, it may just be a sign that I have enough artisan brushes right now (that's the truth!).

I have always admired the Varlet brand and find their brushes quite attractive. I became quite frustrated back in the day at the "drops", never even having sufficient time to put my credit card in before the brush was sold out from under me. BTW, that happened not just once, but twice. Thus ended my "quest for a Varlet" period. Communication with the owner was abysmal then as well. I wish Aldo well, but unless I stumble upon one in the wild, I don't imagine I will ever own a Varlet.