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Blog entry by lew posted 08-11-2011 07:32 PM 5944 reads 0 times favorited 23 comments Add to Favorites Watch

Just received this email which I am posting in its’ entirety:

A message from the CEO of Highland Woodworking

While we make every effort to please every customer who chooses to do business with us, unfortunately we don’t always succeed, even though pleasing our customers has been our greatest source of satisfaction for over 30 years.
The Internet has dramatically changed the way people shop, and the way merchants peddle their wares. Information can now travel at the speed of light.
So why am I bringing this up now?
It’s in response to the frustration I feel when we don’t click with a customer, and then for some reason, nothing we’re able to do seems to rectify the situation to everyone’s satisfaction. That happened to us this week. You can read it about it here in the Google Places review dated August 10, 2011.
Online reviews of businesses and their products are a truly great resource for helping people choose what to buy and where to buy it. Sometimes though the picture gets distorted because it’s often only the unhappy customer who takes the time to express their feelings and describe their experience in a review.
We’re particularly troubled by the impression people may get when they first read that August 10 review, even though I have placed a response to it online. We would love for our reviews on Google Places (and elsewhere) to actually reflect how most people feel about Highland Woodworking.
If you would care to weigh in with your own impressions of the quality of our tools and the helpfulness of our sales staff, I invite you to click here and take a moment to write a short review based on your own experience.
Please know that we appreciate the support of all the customers who have enabled us to continually grow our business since 1978, and we always welcome and appreciate your feedback.
Chris Bagby, owner and founder
Highland Hardware, Inc.

If I am wrong in posting this, Martin, please delete the post.


-- Lew- Time traveler. Purveyor of the Universe's finest custom rolling pins.

23 comments so far

View daltxguy's profile


1373 posts in 3936 days

#1 posted 08-11-2011 08:11 PM

Sometimes it’s not worth bringing up issues that some people (most?) know nothing about. No idea what he is talking about but I’ll bet everyone is going to take a look now – is that good or bad?

Is it good or bad to invite people to look at bad reviews? and ask them to post ‘better’ review or should we trust that popular opinion will eventually play out with more reviews. Personally I wouldn’t pay attention to a single bad review esp. if there is only 1 review in total.

-- If you can't joint it, bead it!

View Manitario's profile


2630 posts in 2905 days

#2 posted 08-11-2011 08:11 PM

shrug From what I’ve read on LJ’s, most of us seem to have a pretty balanced approach when it comes to bad reviews about businesses or manufacturers. One bad review is not going to change my view of a company, nor is one good one. Where I start to get concerned is when a bunch of reviews say the same thing…eg. I’d be extremely hesitant to buy Laguna due to the many, many people commenting on its non-existant customer service.

-- Sometimes the creative process requires foul language. -- Charles Neil

View MedicKen's profile


1615 posts in 3484 days

#3 posted 08-11-2011 08:11 PM

Thanks Lew. I also received the same message and attempted to place my review. I was however unable to as Google would not allow it. WTH ever. I did reply to the email with a copy of the review.

-- My job is to give my kids things to discuss with their

View helluvawreck's profile


31348 posts in 2889 days

#4 posted 08-11-2011 08:27 PM

I’ll probably go there and give them an excellent review. Because that is how I feel about Highland.

I’ll say this on Lumberjocks. I’ve shopped at Highland Hardware (Highland Woodworking) for years. I love the atmosphere there and I also love the people. I have been in there quite a number of times and I have received the best of care every time. Their sales people are extremely interested in woodworking and they are also interested in the woodworkers who come in there. They seem to be more interesting in helping someone than making a sale. In other words, if you need help they will help you and are never too busy. They have always done so with me. I have never been disappointed or sorry that I went in there nor have I ever been lied to or mistreated in any way. This also goes for internet orders. Even though I am only forty miles from their store I don’t always take time to drive to the store because I’m always busy. I’m always in a hurry to receive my merchandise because I’m usually ordering something that I needed yesterday. They have never botched up any of my shipments and they usually have what I’m looking for in stock. I highly recommend them as a source for woodworking tools and supplies. Their store is quaint and charming and fun to visit.

-- helluvawreck aka Charles,

View Karson's profile


35125 posts in 4423 days

#5 posted 08-11-2011 08:33 PM

I got the message for Highland Hardware also. I don’t shop there m,uch at all so I cans really comment on their service.

-- I've been blessed with a father who liked to tinker in wood, and a wife who lets me tinker in wood. Southern Delaware soon moving to Virginia †

View Bertha's profile


13529 posts in 2715 days

#6 posted 08-11-2011 08:46 PM

I took the bait and went over there. It looks to me like they have fantastic reviews. Maybe the owner was just having a bad day and a message got to him? A bit confused, al.

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View BritBoxmaker's profile


4611 posts in 3058 days

#7 posted 08-11-2011 09:03 PM


-- Martyn -- Boxologist, Pattern Juggler and Candyman of the visually challenging.

View Elizabeth's profile


817 posts in 3166 days

#8 posted 08-11-2011 10:24 PM

I went and looked this morning, when the blog entry was posted. There were 13 pages of reviews, but all of the reviews except one (from 2010) were made today. There wasn’t a review dated August 10th. I think whatever negative review had been there got removed somehow – maybe the original poster is able to remove his or her own review.

View lew's profile


12100 posts in 3777 days

#9 posted 08-11-2011 10:37 PM

Just saw the same thing Elizabeth noted. Sorry if I upset anyone.


-- Lew- Time traveler. Purveyor of the Universe's finest custom rolling pins.

View Bertha's profile


13529 posts in 2715 days

#10 posted 08-11-2011 10:42 PM

^I can’t imagine that you upset anyone, Lew. I’ve never heard a single thing bad about Highland; and I’ve heard a lot of good. Like Cessna says, one bad comment can really ruin a guy’s day, especially if he takes great pride in his company. Once, some guy on Ebay left me a negative comment, claiming that I hadn’t paid him. Not only had I paid him, I never received the merchandise. I was upset for months. In fact, it’s bothering me right now!

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View shipwright's profile


7992 posts in 2820 days

#11 posted 08-11-2011 11:17 PM

I got the massage and saw the review in question. The language and arrogance in the review spoke volumes about the writer. It was a scathing review of Highland’s customer service but a much harsher review of himself.

I think the CEO more or less wasted his time, although I may have done the same. It was clearly a case of “consider the source and disregard”.

-- Paul M ..............If God wanted us to have fiberglass boats he would have given us fibreglass trees.

View Jim Bertelson's profile

Jim Bertelson

4179 posts in 3187 days

#12 posted 08-11-2011 11:53 PM

I suspect the bad review got “bumped off” by the good ones, after this relatively small busnessman decided to protect himself. I think this is a service to this vendor, Lew, but also a service to LJ’s like me, who will now go looking for things there. I am always looking for good vendors, and that is part of the attraction to LJ’s. I have purchased a number of items from previously unknown vendors over the last couple of years purely on the recommendation of LJ’s.

This is one of the ways we can protect ourselves… the good vendors, and blast the bad ones. And it is important to support the good vendors, especially the smaller ones, in these relatively tough economic times.

-- Jim, Anchorage Alaska

View robert triplett's profile

robert triplett

1566 posts in 3127 days

#13 posted 08-12-2011 06:50 AM

I regularly buy WoodSlicer bandsaw blades from Highland. They give a very smooth cut in very hard woods. They don’t stay sharp as long as I would wish, but I think I get good value. The service has always been good, but I only do online shopping. Too far for a visit. I also read the emails from the customer and ‘he’ sure was agitated! There was another bad review of a visit to the store. i will continue to shop with them because my experience has been good.

-- Robert, so much inspiration here, and now time to work!!!

View Beginningwoodworker's profile


13345 posts in 3695 days

#14 posted 08-12-2011 03:16 PM

Thanks Lew, I got that e-mail as well.

View mikethetermite's profile


597 posts in 3288 days

#15 posted 08-12-2011 05:08 PM

Everyone has a bad day once in a while. If Highland treated everyone like this customer claims he was treated, Highland would not have stayed in business for 30 years.

-- Mike The Termite ~~~~~ Working safely may get old, but so do those who practice it.

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