Much discussion has taken place in a thread regarding Hampton Coach but thought I would start this one dedicated to this vendor. Long story short I placed an order in March of this year for a complete interior for my 51 Bel Air. With HC gone and SMS offering a 19% discount due to the pandemic and not many other options It seemed like a good move at the time as they estimated delivery in about four months. That was then moved to three more months supposedly due to the covid and forest fire situations in their area. Well November has come and gone and now the "new" promised production is scheduled (estimated) for late January. When I ordered the upholstery they said they had inventory of the fabric but now the fabric needs to be made. According to "Kim" the owner of SMS Doug Pollock also owns the fabric mill in Pa. where the cloth will be woven. I will update this thread as needed and if anyone else would like to chime in please do so.
Spoke with Kim just now (2-21) and she needs to check with Doug to see if the material is now on hand. When I spoke to her last (Jan 20) she said the material was made and being shipped and they would expect it to arrive in a couple weeks when they would then process the order. So we have gone from guaranteed to being ready in December to making the cloth and finishing the order in January back to I need to check with Doug (the owner) to see if the cloth has arrived. We will see what the next excuse is IF she calls back today as promised. At this point my assessment is they are completely disorganized and have no idea when the order will (if ever) be processed and they don't keep records of their previous conversations or commitments.
It makes me wonder who makes the fabric for them. If someone could find out who that company is maybe we could order direct from that company. At least we would have some idea when they would setup to make it.
According to Kim in customer service the owner of SMS (Doug Pollock) owns the mill in Pa. that manufacturers the fabric they use. MY main concern is that they get themselves in the same boat as HC who also at one time was owned by a fabric mill manufacturer. I have no idea how solvent they are or how big their back log of paid orders are however it is concerning.
Did not receive an Email or phone call so called back today. Hung up after 20 minutes of waiting and called again this time I did reach Kim. She said the material came in this week and they will start on my order "as soon as they can" but no idea when that will be. When I asked about the door panels she said that would be after the seat covers. I did request an Email confirmation but at this point it is probably of little value as their "estimates of time" and production is to me simply useless.
Seems like an odd way to conduct business. Hope you haven't sent them any money. The whole world is blaming everything and anything on the covid issue. Getting to be an overused excuse from my viewpoint.
Don't let a day go by that you don't attempt to learn something new.
All their orders have to be prepaid. While I understand all orders are custom made there is no way to know if they will have the funds to produce the order a year or so after it is placed. It is almost like a ponzi scheme where if you get in in the beginning things are great but in the end not so as all the money is gone and orders not filled.
It does not look good with them ever suppling their paid if full orders! Unless possible if anyone had paid in full on their VISA Card then you could call VISA for them to take it off due to never getting what you had ordered!
I got my April issue yesterday just got done with the article which is about how they got started. No mention of how they do things other than every order is custom made and sometimes can be delays.
Dens Chevys 1927 Speedster 1928 coupe 1941street rod 1947Fleetline 4 door 1949 1/2 ton Pickup (sold) 1954 210 4 door 1972 Monte Carlo 2003 Corvette convt..
Well, I guess I'm glad that I ordered the fabric for my 51 last year at this time! I got it within 1 week of ordering it. I had great service and communication with the company. I feel for those of you who are now having problems. They did not fabricate the seat covers which I had a local company do so maybe fabric alone gets shipped quicker. I hope you all get this solved!! Jeff
Well my guess is they had the fabric when I ordered but failed to reserve it. They are providing the door and armrest panels and material for the pkg shelf and kick panels.
I ordered a yard of material on the 27th of January and got it a couple of days ago. That's pretty fast but again not seat covers or panels made I'm sure it takes time to make. Maybe if their business continues they will hire more people, if they can find someone who is willing to work!
Today I was advised the production person said the seat covers will be another three weeks and the panels will be worked on after that. At that time it will be well over a year from the time the order was placed and paid for.
I am sure most would not be upset with a long wait if know when ordering and a deposit at time of order with full billing just prior to production. Full payment up front with a promise of four month delivery and then bump it a month or two at a time for over a year is rediculous. Certainly a cause for concern .
The three week time has passed (Surprise Surprise) and no update received. i did receive this week the two (2) yards of sheet vinyl that was ordered about a year ago. At least it shows the order is somewhat still in process .
Sent and email requesting an update . Kim replied on Tuesday the 5th she needed to check with production and would have an answer that afternoon. That did not happen so on Friday I again asked for an update. She did reply that she has been unable to get a reply from the production manager and would let me know as soon as she can. i did let her know that I at least appreciated getting a response. It has been just about a year this month since ordering and PAYMENT.
I am getting to that point in my restoration of my 35 standard coupe where I need to look for interior material. It is the beige wool. Are there any companies that supply it? I looked on SMS and they only go back to 1948 Chevrolet and nothing looked close for other makes. Also I am leery of using SMS anyway due to the reviews and what I have read here!!
Last edited by CarDC; 04/14/2103:59 PM.
CarDC VCCA# 52964 35 Chevy standard 3 window coupe
I think if SMS has the fabric and you purchase the material for a local installation it should not be a problem. i am only guessing but I think they would rather have your money than product sitting on the shelf. In my case they had the material but needed to fabricate the seat covers and door panels . Again guessing but during the wait for production they sold out of the material/fabric which they actually produce at another location and then probably they held off until they had enough sales to justify the material production run . With Hampton Coach/Lebarron-Bonney gone SMS has seen an increase of business and frankly they are incapable of controlling it in a manner that benefits the customers.
SMS is slow at building panels but is pretty fast at getting material out. They do have material back further than 48 as I got some for my 35 Standard they just might not know it.
I spoke with Kim yesterday as it was over a week since she was going to check with the production manager and get back to me that afternoon. She asked and his reply was " I'll have to get back to you". Seems it got put on the back burner and the burner is not on! Next week i will start calling every day to see if i can get some results. I have tried my best being polite but enough is enough so may have to get my Credit Card Co. involved.
The best reply I can get is 'they are working on it" . I have been calling the number I used when placing my order and every time the phone has been answered by Leslie who took my order. She is very polite and responsive and does her best to connect me with Kim in customer service. Kim asked that I call her direct line which is simply automated voice reply directing to send an Email for a quicker response. The Email responses are useless reply's such as "we're working on it" or I'll let you know when it ships".
Today I sent an Email to Doug Pollock the owner and got a quick reply. He said they had a problem with the pattern and it is now resolved and the seat covers and door panels will ship in June. I will update when that happens (or not).
Not since the last missed promise. As I posted above went direct to the owner per his statement on their website regarding customer satisfaction. This month is going fast so it won't be long before they either ship or come up with another missed shipping date.
Emailed the owner (Doug Pollock) a day or so ago with no response. Called just now and spoke with Leslie who reached Doug and advised he would check and get back to me tomorrow. Ten seconds later got an Email from Kim inquiring when they had promised delivery so I copied and pasted Dougs Email of May17th along with the fact that they have been promising delivery "every month" since last September. and so the saga continues.
Did not receive a shipping notice so another Email has been sent requesting an update. I did get an Email this AM indicating a USPS shipment is being sent. No indication of what it contained so i called and spoke with Lesley.who said it was the seat covers. In my Email to Doug I asked for an update also for the door panels and rear armrest panels as my original armrest panels were sent to them in April of 2020. Now waiting for a reply.
Sent a new Email to SMS today requesting an update on the balance of my order (door panels and rear arm rest panels) . Also of note I got an Email from a Ben Pollock requesting feedback on my order . I advised that the order was not complete which was to his surprise and since have not received further communication.
Followed up on the Email with a phone call but was unable to reach Doug Pollock. Spoke with Leslie and she said she would advise Doug that I am looking for an update-again. So the saga continues.
SMS is not all bad in my book. After 15 months they shipped my large special order of top material for 1930-1932 Chevrolet Roadster Deliveries and Pickups. I was not home to receive the shipment but my neighbor arranged to put it in the house. After I inspect it there should be enough for many of those out there that want top material to get some. The strange thing was that I have not been contacted by SMS to tell me it was being shipped. Got a notification from UPS of the shipment and checking my credit card account found the billing for the remainder due and another for shipping.
we purchased a complete interior kit for a 50 chevy convert and another set for a 50 olds 88. the order was placed about 2-3 years ago. got delivery within 2-3 weeks . I'm impressed with quality and fit of their products. sorry they are having shipping problems. mike mccagh
Mike, I did get the seat cover kits and yes they look good. Also I got an Email a few weeks ago that they were halting new orders for door panels sets until they get caught up in production. I have no problems (so far) with the quality of their product but their communications are not exactly great. I don't understand how they can estimate and promote 3-4 months delivery and then take over a year and a half and the order is still not complete.
i understand your frustration steve. i suspect their swamped with orders due to reasonable prices and excellent quality of goods. hopefully they will come thru for you and your chevy. mike mccagh
I called today but was unable to reach Doug. Per Kim he is swamped and unable to respond to all the inquirys. Now someone named Charlie will get back to me with an update.
Email received today saying the panels should be done next week. Interesting that I called and spoke with Lesley who took my original order and always answers the phone. I asked to speak with Doug who she attempted to reach however Kim was the one who responded saying that Charlie ( production supervisor?) would get back to me. The Email was sent by Karen (I am guessing an assistant) and signed Charlie. So I guess the " I will personally follow up on the order" by Doug no longer applies. I wonder who I should call if the order is not completed by next week!!!
To date, there are multiple complaints filed with the Better Business Bureau on SMS Fabrics. You can Google “BBB complaints SMS Fabrics” to read some of the material. Many sound just like yours. Sorry you are having such a frustrating problem. Randy
I am aware of the complaints but don't recall seeing any that said they never got their product. Most were for lack of return calls on long overdue orders. I don't think they purposely misstate their delivery dates but i do think they are totally incompetent on estimating it. I am trying my best to cooperate with them rather than aggravate things. That I think would be a sure way to add further delay.
Got an Email today from Charlie., Seems the owner (Doug Pollock) told Charlie he was going to get him some help to work on the order but never followed thru. There is only one person working in the ":mounting board" dept. He is going to go back to the owner and see if he can get some people moved around as promised previously.
I was going to post getting an answer from them is like pulling teeth but am in the process of having a crown replaced and the dentist had no problem removing the old one and fabricating a temporary on site. In about three weeks the new crown will be installed and all for just $2000.00 or about the same as the 51 interior kit. Which makes me realize that for all that's involved in an interior kit the price is not that bad compared to the two hours at the dentist and very little material. Kinda gets me to thinking that either the interior pricing is going to increase substantially or the doors are going to close due to lack of profit. I am just hoping I get the balance of my order before the you know what hits the fan.
Have been trying to reach anyone at SMS by phone today and last Friday but am only getting voice mail. I did just now send another Email so will see if it gets replied to. Well I called the main number and selected the order entry prompt and did reach Leslie. At least good to know the doors are still open.
It would be interesting to know just how many others are in the same boat as you. Must be thousands and they allow each one of you five minutes of production time a week.
When i reached Leslie she said she would get a hold of Charlie and remind him I am looking for some kind of update . If I had an idea of how many orders are ahead of me then I could at least determine if they are working in some kind of orderly fashion. The last notice I got said they stopped taking new door panel orders until the older orders have been filled.
Just spoke with Charlie and he advised they are finishing up the order tomorrow. That would certainly make my day as long as they have both the door panels AND the rear arm rest panels which I sent them in April of 2020.
Hope you can now feel good about your order and plans to move forward. I feel your pain......I've got two new outside door handles on a cargo ship container somewhere in the big pond for several months now. I'm about to the point to just use my old ones and cancel the order! Mines a daily driver anyway!
1937 Chevy 1/2 ton Pickup 1950 Chevy Styleline Deluxe Coupe 1953 Chevy 1/2 ton Panel Delivery
I'd rather walk and carry a Chevy hubcap than ride in a Ferd.
As has been the pattern there has been no confirmation or update as to whether the order was finished so I have again sent an Email requesting status. Probably will have to follow up with a phone call later today.
Tomorrow finally has happened!!! It was over a week since Charlie advised they would probably have my interior panels finished tomorrow so today I called and low and behold they shipped out today via UPS ground and should arrive in about 7-10 days. I'll post a photo when that happens.
Packages arrived today and the panels look good. I called to let them know they arrived and also asked for material for the arm rest. I did not ask the cost and they did not ask for a credit card so I thought perhaps seeing it was such a small piece it might be gratis. Not so as when I checked my Email there was an Invoice for $110.00 dollars-$80 for material (minimum of 1/2 yard) and $30 for shipping. When I asked about payment Leslie advised she had already billed it to my credit card which apparently they kept on file unbeknownst to me. I did advise to remove my card from being on file and also perhaps they could ship USPS flat rate for a lot less. You would think that after waiting a year and 8 months for something promised in 4 months they could at least send enough material at no charge to cover two arm rest. While the upholstery does look good I am glad this purchase is DONE!!! Photo attached-Rear panels still in wrapper.
I can't say they should have but they certainly missed an opportunity score some good customer relations points. I can only guess that they must have had some scrap pieces left over from the panel job.
I am going to guess that they will say if the armrest was part of the door panel it would have been included but since it bolts on it is not. They actually do not list a "complete" kit rather sell the items separately. Once I get my material I am going to forward this complete thread to Ben Pollock who requested I send a review of their product. I don't know his official capacity but am guessing he is related to the owner Doug Pollock.
Material came today and I did post a review on face book and sent an Email to Ben Pollock. Hopefully the information will help them to improve their customer service procedures as their products are excellent.
