Good Afternoon. I come to you looking for some advice on where to go from here. Let me break down my recent purchase of a Grizzly G0453 15” Planer.
June 6th – Called Grizzly sales to get a few questions answered prior to purchasing. Sales associate was very knowledgeable about the product and answered all questions I had. Specifically one of the questions I asked was about how the delivery driver would deliver my planer. I do not have a fork truck or tractor so I was instructed to order the optional lift gate service. A few moments later I purchased the Grizzly G0453 15” Planer online with lift gate service.
June 8th – Emailed Grizzly customer support as I had no yet received an order confirmation or tracking number. Later that day customer support responded with a tracking number for NewPenn being the delivery company. I immediately went to newpenn.com to check and expected delivery was June 13th.
June 13th around 4pm- called NewPenn to ask where my product was. They had no record of my tracking number. I could however find it online. So the customer service rep for NewPenn asked me a few more questions and found out that they had transferred the package to YRC for delivery. Immediately called YRC and they had no record of ever receiving shipment. They searched everyway they had possible and still could not find my package. Immediately called Grizzly and asked them what was going on. Grizzly rep said “I’m sorry for the delay in your delivery please let me forward this on to my shipping department and they will get back to you in a business day or two.”
June 15th – Called Grizzly to inquire for an update on shipping info my package. Grizzly rep stated “Well sir it looks like here we emailed NewPenn on June 13th and have not heard a response from them. Let me see if I can get more info for you and will have someone call you back immediately.” Later that night I receive a call from Grizzly stating that the package is with YRC and they will be delivering the package on June 17th. At this point I am extremely frustrated with the fact that delivery would take 9 full business days to arrive and Grizzly stated that it would only take 3-5 business days. However, I was relieved that I would be getting my planer.
June 16th afternoon – Have a voicemail on my phone from Land Air Express saying that they have a package to deliver. Called them back and arranged delivery for Friday afternoon June 17th. In case you were wondering, yes this was my planer. How in the world did it end up with Land Air Express when YRC supposedly had the package? I called Grizzly to notify them that Land Air Express had my planer and that they were expected to drop of the planer Friday afternoon on June 17th.
June 17th – Stayed home from work to sign documents on freight delivery. 6pm still no call/show from Land Air Express. Called Grizzly to let them know that Land Air Express never showed up and that I took a vacation day at work to sit around waiting for an item that never showed up. They said that they would try to get in touch with Land Air Express and get back to me. Surprisingly just a few minutes later a Grizzly rep called said they talked to someone at the Land Air express terminal and it was on the truck for Monday delivery.
June 20th – Once again took a vacation day hoping that the planer would arrive. 5:15pm get a call from Land Air Express delivery driver. Delivery driver – “Are you home? How do you expect to get this off the truck” Me – “Well I was hoping you would get it onto the ground with the lift gate service I ordered and then I would take it from there. Delivery driver – “Well this truck does not have a lift gate I will have to catch you tomorrow on the delivery.” To make a long story short my planer was on a truck without a lift gate and would need to be delivered on June 21st. Made arrangements with delivery driver to accept delivery from 3-5pm tomorrow.
June 21st – Was able to get to work for a few hours today and then head home to meet delivery driver. He showed up at 5:00 and everything looked good. The plywood shipping container was not damaged at all. Signed shipping documents that everything looked good. After scarfing down supper due to my excitement I went into the garage and began taking plywood shipping container apart. Once I got the cover off I noticed that the bottom floor cabinet where the casters are located was bent in. After close inspection it did not look to appear to be shipping damage it looked like it was bent when securing to pallet. When the planer was placed on the pallet it was too close to one side and it appears that the worker or machine dented the cabinet when installing the angle bracket to secure the planer to the pallet. Since it was secured on both sides of the cabinet if it was shipping damage wouldn’t you think one side would be bent and the other side would be bowed out as if it slid?
June 22nd – Wrote and email first thing this morning to Grizzly customer services explaining how frustrated I was about the 15 day almost 12 full business day shipping and that I had a part damaged when I opened the box.
June 23rd- Still no response to email, decided I would wait one more day before calling.
June 24th – Get a call from Grizzly customer services saying that they received my email and they would get back to me within a few business days. I tried to get information like would I get a refund or would the new part be sent, but the rep was not authorized to let me know any of that information.
So, this is where I am at. I am frustrated with Grizzly. I currently have a Table saw, Jointer, 12inch planer, shaper, and a dust collector all from Grizzly. I am a loyal customer. But I feel like I am getting bent over a desk on this one. I realize that the shipping issues are not all Grizzly fault but I feel like they need to step up and refund my shipping charges and send me a new cabinet base for my planer. I have yet to setup the planer and use it because I am waiting to see what Grizzly wants me to do. What would you guys do in this scenario? Am I going overboard expecting a full refund in shipping and a new base? Comments/suggestions?