Kudos to Highland Woodworking...

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Blog entry by David Craig posted 05-30-2010 06:48 AM 1182 reads 0 times favorited 6 comments Add to Favorites Watch

A week or so ago, I blogged about the purchase of a set of Narex chisels and the Work Sharp 3000. It was a great combination of chisel and sharpener and I was pleased with the results except for one 6mm chisel. The mortising chisels and the other 3 bench chisels sharpened nicely but I could not get a good edge on this one chisel. I kept an eye on it while sharpening, did not let it get too hot, and never noticed any bluing, but every time I got close to a clean edge, it would just crumble.

I sent an inquiry to Highland Woodworking, I just wanted to know if this was an uncommon complaint (I could not rule myself out completely) and whether it was possible for a tool to have not fully been tempered in the manufacturing process. A rep by the name of Alexandra Lovinger contacted me back via email and let me know that a new chisel is on its way to me. No questions, no requests for me to send the other chisel back for inspection, and the email was not only professional, but upbeat and friendly.

I let Alexandra know that I was a member of the LJ community and that I would pass her excellent customer service to the good folks at LJs. This is not a place that I customarily order online supplies from, but since they were willing to take a hit on the chisels with no questions asked, I will make sure I order a few items from them in the future.

Thanks folks for listening,


-- There is little that is simple when it comes to making a simple box.

6 comments so far

View a1Jim's profile


117063 posts in 3545 days

#1 posted 05-30-2010 07:12 AM

Thanks for letting us know David .It’s good to here some good stories about customer service.

-- wood crafting & woodworking classes

View Dennisgrosen's profile


10880 posts in 3083 days

#2 posted 05-30-2010 09:00 AM

thankĀ“s for sharing
a good experiens with a customer service
not often we hear that

take care


View treeman's profile


208 posts in 3418 days

#3 posted 05-30-2010 11:28 AM

I have dealt with Highland both in person in their store and via mail order and have never had a complaint. I once ordered a Japanese Ryoba saw from them. When I received it I didn’t like the way it cut. I contacted Highland and they immediately sent me a replacement and took the defective one back. I also think their Woodslicer bandsaw blade is the best resaw blade on the market for small to medium size bandsaws. A class outfit for sure.

View Jim Bertelson's profile

Jim Bertelson

4170 posts in 3133 days

#4 posted 05-30-2010 07:10 PM

Thanks for the info. Will keep them in mind.


-- Jim, Anchorage Alaska

View Beginningwoodworker's profile


13345 posts in 3641 days

#5 posted 05-30-2010 09:15 PM

Thanks for sharing.

View jockmike2's profile


10635 posts in 4215 days

#6 posted 06-02-2010 06:00 PM

Same here David, a couple months ago I ordered Some parts for my Tormak System. They sent all but one part, and said that it would be two weeks to reach me, exactly. 2days before it arrived I called them to complain. The csr on the phone heard me out, then I said in a sneaky voice “you’d think a customer, put out like me, would be compensated somehow.” She said, “I’ll see what I can do.”Like I said 2 days later it arrived with a brand new T-Shirt laying on top. Yes, they have great PR.

-- (You just have to please the man in the Mirror) Mike from Michigan -

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