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My Woodcraft experience

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Blog entry by ackychris posted 05-28-2010 06:46 AM 1270 reads 0 times favorited 14 comments Add to Favorites Watch

I was just thinking that it’s pretty easy to slam a company when they screw up, but when they get it right it often goes unmentioned. Woodcraft, here’s to you. In case you don’t get to the end of this post, the moral of the story is that Woodcraft (online, not local) totally came through for me.

I’ve ordered a few things from Woodcraft, and never had a problem. There aren’t any woodworking stores within two hours of where I live (unless you count the BORG—and I don’t), so I do most of my tool shopping online. Never a problem, until the granite surface plate I ordered came in damaged. It wasn’t a lot of damage, just a corner broken off, but it’s really a miracle it wasn’t just a box of gravel. It was TERRIBLY packed. It comes in a little cardboard box inside the much bigger shipping box, and it was padded with two small pieces of brown paper. That poor surface plate traveled all over the country, rattling around with essentially no protection, and managed to stay very close to intact. Brave little guy….

So I opened the box up, saw the terrible packing job and the damage to the stone, and I was…miffed. I’d almost say I was “miffed off”, if it didn’t sound weird. I’ve learned not to fire off emails in the heat of the moment, so I waited a couple hours and then emailed Woodcraft customer service to politely explain the situation, request a replacement, and request a little bit of padding in there when they shipped the new one.

This is where Woodcraft passed with flying colors. Within a couple hours, I had a reply from customer service—they were going to ship the replacement plate the next day, along with a prepaid packing label to return the broken one. Unsurprisingly, the new surface plate arrived promptly, along with the shipping label. The real miracle of miracles is that the bugger arrived A) completely intact, and B) MUCH more well-packed.

With most companies, the right hand doesn’t know or care what the left hand is doing, and will only reluctantly communicate with the left hand. In this case, I’m positive that customer service ACTUALLY called the shipping department and told them not to skimp on padding. Who does that these days? Woodcraft, that’s who! Anyway, enough of this endless blog—I’ve got some lapping and sharpening to do, on a beautiful new granite surface plate. Peace out!

-- I hate finishing. I never manage to quit while I'm ahead. --Chris



14 comments so far

View a1Jim's profile

a1Jim

112075 posts in 2228 days


#1 posted 05-28-2010 06:50 AM

I’ve have good experiences with Woodcraft also

-- http://artisticwoodstudio.com Custom furniture

View newTim's profile

newTim

554 posts in 2258 days


#2 posted 05-28-2010 06:57 AM

Yup… Woodcraft (online) is doing a pretty good job. Check out this forum topic.

-- tim hill www.newcalshop.com

View jerryz's profile

jerryz

164 posts in 1930 days


#3 posted 05-28-2010 07:11 AM

And I must also add that:

a) I am fortunate enough that I have a Woodcraft store relatively close by (Less that 20 miles)
and
b) They are also very helpfull always helped me out and the manager gave me so pretty good deals.

I like to support my local stores if at all possible and my local Woodcraft store has earned my loyalty and support.

Have fun….

View thatwoodworkingguy's profile

thatwoodworkingguy

375 posts in 1581 days


#4 posted 05-28-2010 08:40 AM

I love woodcraft! I buy everything there!
I also sport woodcrafts logo at my booth at craftfairs!
I am dedicated to them.

-- thatwoodworkingguy.com ~Eagle America~ ~Woodcraft~

View tyskkvinna's profile

tyskkvinna

1308 posts in 1637 days


#5 posted 05-28-2010 02:47 PM

I was recently introduced to Woodcraft! I have a store within decent driving distance, and they’ve been amazing every time. Haven’t had a need to order online, yet, but I’m not going to hesitate in the future.

-- Lis - Michigan - http://www.missmooseart.com - https://www.etsy.com/people/lisbokt

View GregD's profile

GregD

615 posts in 1787 days


#6 posted 05-28-2010 02:50 PM

I’ve spent way more money than I’d like my wife to find out about at Woodcraft.com and the local Woodcraft store over the past year. If I remember correctly – and I often don’t – tracking orders from Woodcraft.com is not as easy as other online vendors, but then my orders seem to arrive sooner than I expect them. The local Woodcraft store has great staff.

-- Greg D.

View CharlesNeil's profile

CharlesNeil

1127 posts in 2522 days


#7 posted 05-28-2010 03:17 PM

I personally know most of the corporate staff ,and have been there numerous times , and I can tell you they take product and customer service very seriously, and yes the left hand does communicate with the right,.. I would sumise someone actually called or simply drove over to the warehouse and had a chat about packaging .. these folks listen to their customers , and react… their are no stiff shirts at Woodcraft , I assure you…

View PurpLev's profile

PurpLev

8476 posts in 2300 days


#8 posted 05-28-2010 03:22 PM

nice to hear. I haven’t had much interactions with them online except for 1 purchase which went well. the local store – thats a different story though and also beyond the scope of this so I’ll leave it at that.

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View Will Stokes's profile

Will Stokes

262 posts in 2006 days


#9 posted 05-28-2010 03:28 PM

The Woodcraft in Grand Rapids is definately a great store. I’ve also had very good experiences with ordering online. I bought some hinges a few months back and two were defective. They sent me a new pair without asking any questions, didn’t even want the defective ones returned. Quality operation. Rockler.com is pretty good too, never been to one of there stores though.

View Bearpie's profile

Bearpie

2587 posts in 1669 days


#10 posted 05-28-2010 04:35 PM

My wife calls our local Woodcrafts store “My second home”. I go there a lot and I believe I spend a lot too. I am thankful they are “just down the street” (less than 3 miles) from where I live. The staff there are always polite and helpful but not following you around if you feel like browsing but you get their attention quick if you need help. Kudos to the Jacksonville, FL Woodcrafts store!

Erwin Jacksonville, FL

-- Erwin, Jacksonville, FL

View lanwater's profile

lanwater

3083 posts in 1585 days


#11 posted 05-28-2010 10:27 PM

I agree totally that woodcraft is great.
I have shopped many times online and in store (dublin, CA) all my experiences were positive.

The staff at the store are knowledgeable and volunteer a lot of information. At one time I was told not to pick up a particular item because they had many return on it.

I must say that rocklers rocks too.

-- Abbas, Castro Valley, CA

View MDeSchepper's profile

MDeSchepper

37 posts in 1724 days


#12 posted 05-29-2010 12:20 AM

I find it unfortunate that you don’t have a local Woodcraft store to go to. I’m the complete opposite in that I always shop in-store vs online. It’s good to hear about their online experience. My in-store experience has equally been wonderful. I’m not there as much as I’d like but a few of the regular employees has made it their goal to learn their customer’s 1st names and their current projects. Just the other day I went to my Woodcraft, greeted me with a “Mornin’ Mark!, have you finished that crib yet?” Amazed that they remembered my name but also remembered my current project.

-- Mark DeSchepper -- The things I make may be for gifts for others, but making them is a gift to myself.

View deeman's profile

deeman

372 posts in 1732 days


#13 posted 05-29-2010 03:22 AM

I have always had good luck with Woodcraft, both online and at the stores. I am fortunate I have two in driving distance. Both are wonderful.

-- Dennis Trenton Ohio And life is worth the living just because He lives!

View scrappy's profile

scrappy

3505 posts in 2082 days


#14 posted 05-29-2010 06:17 AM

Havn’t had many dealings with them, but all have been good. Glad to know that they help out their customers when needed.

Scrappy

-- Scrap Wood's the best...the projects are smaller, and so is the mess!

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