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Big issues with Ordering Online with Woodcraft

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Blog entry by DurhamAzeotropes posted 12-17-2014 04:30 PM 1430 reads 0 times favorited 7 comments Add to Favorites Watch

Ok, it all started on ‘Cyber Monday’ when woodcraft had some special for the Groz 4 pack parrallel clamp set for (I think) around 80 bucks. It was later in the day and decided to purchase 2 (probably around 10-10:30 pm), I did separate orders on different credit cards for budgetary reasons. After making the orders I never recieved any emails confirming my purchase, or stating if there was any sort of issue. A few days later, still nothing, so I email the customer service asking what the deal was and get this response:

This was the first thing that kind of ticked me off. If you’re going to cancel and order it shouldn’t be up to the customer to have to email customer service to find this out, but I figured they probably had a high amount of traffic that day and since I now know the orders were cancelled I know I can use that money for other tool goodies.

Fast forward to this morning, I check my credit cards online (as I do every morning to make sure theres nothing fishy) and I see charges from Woodcraft stores for the amount (83.15) for each of the Items.

Note, I still have never received any order confirmation or any additional information about orders being reinstated or whatever. THIS is not a forgivable ‘accident’ in my book, and is borderline unacceptable business practices.

Has any one else had issues like this from woodcraft? Am I to angry and taking this out of proportion, or is this in fact some crap woodcraft is pulling?



7 comments so far

View JAY Made's profile

JAY Made

191 posts in 1509 days


#1 posted 12-17-2014 04:41 PM

I don’t think Woodcraft is pulling anything. Politely call them to inquire about the charges and the status of the order. If they are not sending the order they will need to refund your credit cards (keep in mind that they have 30 days from the date you contacted them to credit you.) If after the 30 days the credit is still not there you can dispute the transaction with your credit cards. Be sure to keep a copy of the above e-mail, your credit card companies my require proof of the cancellation.

-- We all should push ourselves to learn new skills.

View DurhamAzeotropes's profile

DurhamAzeotropes

7 posts in 954 days


#2 posted 12-17-2014 04:50 PM

I understand they have so long where they can charge for the items, but is that still the case after they’ve said they cancelled the orders. I’ve replied back using email with the previous emails also attached. I’m currently away on business, which is another point i’m upset about. Normally if an item is shipped a notification is sent to the customer regarding shipping status, which is useful so i can get someone to stop by the house or i can leave a note on the door for the shipper.

I think the biggest thing that’s upset me is the lack of communication from woodcrafts part. I think the only time i’ve had similar poor communication like this is on fleebay when i’ve purchased electronic components(I believe it was a bulk order of rgb LED’s) from china. I suppose I just expect more from an American company.

View Grumpymike's profile

Grumpymike

1917 posts in 1780 days


#3 posted 12-17-2014 09:37 PM

OK, get your bank statement in hand, there should be a line next to the charges that will have a number in it and woodcraft identified.
Call 1-800-225-1153 and speak with a live person, CALMLY explaining what happened and the charges to your card(s).
They can track your purchase and explain what the status is.
If they billed your card(s) I would assume that your items are shipped or backordered, this rep will be able to tell you. If a refund is due, this will get the wheels rolling.
Just remember that a computer can screw things up in a nanosecond, but to fix the problem takes several days and allot of patience. ... Hang in there, Customer service WILL help you.

-- Grumpy old guy, and lookin' good Doin' it. ... Surprise Az.

View LJackson's profile

LJackson

295 posts in 1059 days


#4 posted 12-17-2014 09:55 PM

Do not ascribe to malice that which can be explained by incompetence.

View DurhamAzeotropes's profile

DurhamAzeotropes

7 posts in 954 days


#5 posted 12-17-2014 10:57 PM

Poetic.

Please excuse my fowl comments, Suppose i shouldn’t post in a heated moment.

View AandCstyle's profile

AandCstyle

2572 posts in 1722 days


#6 posted 12-18-2014 01:06 AM

I don’t want to add fuel to the fire, but I thought that charges weren’t incurred until the product was shipped. Was I mis-informed or is that just the policy other sites follow?

-- Art

View Mean_Dean's profile

Mean_Dean

5056 posts in 2612 days


#7 posted 12-18-2014 01:19 AM

Call 1-800-225-1153 and speak with a live person, CALMLY explaining what happened…

- Grumpymike

I love this quote!

You see, when this kind of thing happens to me, and I’ve been on hold for a half-an-hour, and I finally get someone on the phone, I’m ready to rip him a new one….....

Which isn’t fair to him. So this is an issue I’m working on for my own sanity! My last girlfriend overheard one of my customer service phone calls, and told me that was it—she was handling the customer service calls from now on!

-- Dean

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