Firecraft/rockwood

mrw123 · September 2015

I just received a shipment today. They were different boxes than I received previously. The charcoal fit much better (tighter) in the boxes and the bags arrived in great shape. They were clean (not dirty from charcoal dust). I've always been happy with fire craft customer service, but these boxes look like a big improvement.

stlcharcoal · September 2015

After the long thread a few months ago, Firecraft started calling recent customers to see how the old boxes were surviving in transit. I ordered five bags to see how things went as well. The response and the thread here, was eye opening for both of us--neither of us had received complaints directly, so we had no idea it was as bad as it was. Firecraft took the initiative to design a new box, and we helped based off of our experiences in the early days of shipping by the bag. They were also going to be placing any other products in a plastic bag if there was charcoal in the box.

PLEASE remember companies like ours are ALWAYS trying to improve, but we cannot improve if we do not know there's a problem. Neither of us would have ever known that this was to such an extent if I wasn't an egghead and active on this board. If there's a problem, you guys have to call or email so we can start tracking it and developing a fix. Also, Firecraft did try to get an account here multiple times to address concerns directly, but have never been approved. I will forward this thread to their president and post anything for them.

Lit · September 2015

That's good to hear.

EGGjlmh · September 2015

stlcharcoal said:

After the long thread a few months ago, Firecraft started calling recent customers to see how the old boxes were surviving in transit. I ordered five bags to see how things went as well. The response and the thread here, was eye opening for both of us--neither of us had received complaints directly, so we had no idea it was as bad as it was. Firecraft took the initiative to design a new box, and we helped based off of our experiences in the early days of shipping by the bag. They were also going to be placing any other products in a plastic bag if there was charcoal in the bag.

PLEASE remember companies like ours are ALWAYS trying to improve, but we cannot improve if we do not know there's a problem. Neither of us would have ever seen known that this was to such an extent if I wasn't an egghead and active on this board. If there's a problem, you guys have to call or email so we can start tracking it and developing a fix. Also, Firecraft did try to get an account here multiple times to address concerns directly, but have never been approved. I will forward this thread to them and post anything for them.

This is good to hear. I liked using RW but was on the fence about ordering more. The last shipment I received wasn't in the greatest shape. It really wasn't all that bad but I think now I will order again for sure. Thanks.

Eggcelsior · September 2015

@stlcharcoal more importantly, when are we going to be able to set-up pallet buys again?

pasoegg · September 2015

Love the product but the shipping left much to be desired a couple of months ago. Four bags in one box and one bag in another. Box's arrived at home tore and beat up. The inside of the boxes were filled with charcoal dust which covered the bags themselves and two bags were ripped. Took them out of shipping containers and dust came off on everything they touched.

Again - love the product but shipping "left me holding the (dusty)bag" and was a mess. Any improvements in shipping would be greatly appreciated. signed dusty paso egg.

Smokinpig · September 2015

That is excellent customer service by both parties.

Jeremiah · September 2015

Eggcelsior said:

@stlcharcoal more importantly, when are we going to be able to set-up pallet buys again?

This. I'm still wanting to do this as well.

air1keh · September 2015

I live in the Seattle area so the product travels a ways to get here. With the last 6 bags that I've ordered, I have been very satisfied with the packaging. As someone stated before me, the boxes were clean. It looks like something changed.

The lump was in good shape as well. It had not broken down in to little pieces and a lot of dust. It was as no different size wise than the Green Egg lump that I can buy from the local dealer.

I will certainly continue to use them and I really like the Rockwood which is not available in Washington.

mahenryak · September 2015

Eggcelsior said:

@stlcharcoal more importantly, when are we going to be able to set-up pallet buys again?

Sounds like this may have been a one off, or special circumstances, but if pallet purchases were indeed possible I would look into having a pallet shipped to a freight company of my choice in either Seattle or Tacoma, and then barged up to Anchorage. (It would be on me to pick out and work with freight company in Seattle or Tacoma.)

stemc33 · September 2015

@stlcharcoal, it's businesses like this that keep me coming back for more. I just stopped typing on this post for a minute to order 5 more bags of Rockwood and a few bags of chips.

Great job collaborating with FireCraft to ensure your product reaches the customer in the best condition possible.

My my problem is the stupid @$$ FedEx driver delivering my orders to the wrong house to include leaving it out in the rain. One of my orders sat out in the elements for two days before the neighbor called me. Two days of me wasting my time arguing with FedEx that the package wasn't delivered and them telling me it was. The plastic bags will sure help with this problem.

YukonRon · September 2015

@stlcharcoal any distribution in Colorado?

blasting · September 2015

There are many valuable members of this forum who also happen to be in the industry in some way. As long as they aren't pimping product, I for one am glad they are here to answer questions and contribute in general.

Firecraft should not be kept out. Any member posting in a productive way is furthering the egg community, and therefore helping the mother ship.

Just my humblest of opinion of course.

stemc33 · September 2015

blasting said:

There are many valuable members of this forum who also happen to be in the industry in some way. As long as they aren't pimping product, I for one am glad they are here to answer questions and contribute in general.

Firecraft should not be kept out. Any member posting in a productive way is furthering the egg community, and therefore helping the mother ship.

Just my humblest of opinion of course.

FireCraft just needs to give one of their employees a BGE for a safety award or a production award or a company picnic prize. Somehow, get some BGE's to it's people. The feedback they receive could be worth tens of thousands of dollars. Pretty good investment not to mention a happy employee.

stlcharcoal · September 2015

YukonRon said:

@stlcharcoal any distribution in Colorado?

Ruff's BBQ Shoppe in Golden. http://www.ruffsbbq.com/

Great place. I was out there for a week for my sister-in-law's wedding about two years ago. Stopped in to chat with Ruff--it wasn't a week or two later and we were shipping five pallets to him. He always has 2-3 kinds of charcoal in stock and plenty of BGE and eggsessories in stock. When you roll out of there, head north on Youngfield about a half mile until you hit I-70. Edwards Meats will be on the right--got some fantastic prime ribeyes and filets there, then hit up the farmers market on the north side of the street.

Firecraft/rockwood

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