LumberJocks Woodworking Forum banner

Off Topic Comment *Rant*

9K views 58 replies 42 participants last post by  DustyM 
#1 · (Edited by Moderator)
I'll admit, this is a bitchy rant, but it felt good to get it out. I just sent this to WoodCraft.

"Woodcraft, you have failed me for the last time. My local Woodcraft store 12781 Beach Blvd Stanton, CA 90680 was never a place that I would describe as warm, friendly or helpful, but today I finally answered the question that had been nagging at me for some time; Why do I continue to spend my money with those jerks?

I received a birthday coupon, generated by Woodcraft's database (which somehow has my date of birth). The coupon was for 10% any purchase (excluding power tools and a huge list of other items). I also received a sale paper, listing the Rikon belt and disc sander for $99.99. So, I jumped in the truck and made my way through hellish L.A. traffic to the woodcraft store. I asked the fellas at the counter how they were doing and they all looked at me like I was speaking a foreign language. None answered. So I asked if they had the Rikon in stock and they pointed to a stack of boxes. I grabbed some sand paper and headed to counter. I told the fella about my coupon and realized I'd left it at home.

He made a snide remark about the deal I'm getting on the sander and I explained that I wanted to use the coupon on the sand paper, that the coupon explained that power tools were excluded. Of course, since I didn't have the coupon, the man refused to honor it. I explained that it was generated by my profile he had just pulled up on his computer, but still he refused. I didn't argue, I told him it was no big deal. He totaled me up and I handed him my American Express, to which he responds, "We don't accept American Express." Since this was the only method of payment I had arranged for this purchase I left the store with no sander and drove back home through hellish L.A. traffic.

On the drive home, I couldn't help but think about the 10% Rockler ALWAYS gives me simply for presenting my Military I.D. I also thought about the helpful, warm service I'm always provided at Rockler. And I came to the conclusion that if WoodCraft wouldn't accept my payment or honor a coupon there is really no need for to ever return to a WoodCraft store. I will be doing business with Rockler from here on out. Now, I'm going to go to my garage and stare at the empty bench space I'd cleared out for my new sander."
 
See less See more
#3 ·
Rant? What rant? A statement of dissatisfaction to inform a LARGE franchise. I would continue to educate Woodcraft on the error of their ways! You are not wrong, there is a difference in culture.
 
#4 ·
I sent this message along with the original to Rockler:

Conversation started today
12:42pm
Brandon Purvis

I wanted to pass along this message I just posted to WoodCraft's page. I love you Rockler. I'll never stray again! And btw, I do business with your store in Torrance, CA. Your staff is incredible! I always have such a marvelous experience in your stores and enjoy spending money with you!
 
#5 ·
Sorry for your aggravation. Can't call that a rant, I would say it was justified dissertation.

Fortunately, or unfortunately depending on your location, your experience is not universal. I did the same thing at my Woodcraft in Franklin, Tennessee and they honored my card even though I did not have it with me, and they wished me a happy birthday to boot. They are the nicest bunch of folks you could ever hope to find in a retail business.
 
#6 ·
Yeah Crank, California has nothing on good Southern TN folks. I'm originally from Mississippi…still haven't figured out how to communicate with folks out here…I guess.
 
#7 · (Edited by Moderator)
Forgive the ignorance, but are Woodcraft stores all independently owned franchises or are there company stores?

It always amazes me how much difference a good manager/owner makes in how a store runs. The attitude of the employees is almost always a direct reflection of the boss.
 
#8 · (Edited by Moderator)
To be fair, I think that these stores are independently operated. There was a guy who used to work at that particular woodcraft who was awesome. I came in one day and saw this tiny oriental lady tearing him a new one over something really dumb. Dude just stood their and took it like a boss. I thought she was a customer, but it turned out she owned the franchise. Never saw that guy working in there again.

Even if they are franchised store, they carry the corporate logo and have to meet corporate expectations. That's why I listed the store in question.
 
#9 ·
Jay -
WOodcraft are all independent franchises. So it just seems that whoever decided to start the store and lock up that block of real estate in Stanton is not customer focused.

Woodcraft requires a certain population to get a store, and doesn't allow them to be too close together, to avoid competition.
 
#10 · (Edited by Moderator)
OK, thanks guys, just curious as to how WC is set up.

UVW, no arguments about what you did or your decision (though from a business standpoint, I understand the no AmEx-royal pain to deal with) and I'm glad you pointed out the particular store that was the issue.

Some people never seem to realize that for a retail business to be successful, you have to focus on customers. They get into a business because it is a good "money making opportunity". The problem is that if you focus on the money to be made, instead of where the money comes from, you will soon have nothing to focus on as sales dry up.
 
#11 ·
JayT, even that AmEx thing is not universal.
I own a retail business and the company that processes my credit cards handles any hassle that might be out there.
From my perspective, there is absolutely no difference between AmEx, Visa, Diners Club, Discover, Master Card or what have you. They all cost me about 2.75% per transaction.
I did process some kind of Business Visa once that stuck me for a $19 processing fee. Pissed me off. Was for a $6 charge to put a battery in a watch too. No indication it was any different from any other card till I got my statement a couple weeks later.
 
#12 ·
Sorry to hear about your problems with Woodcraft. Ironically enough, I think it's sort of the opposite in the greater Boston area. I used to go to Rockler in Cambridge (before I even knew there was a Woodcraft around here), and I got cold-shouldered "salesmen" who didn't offer much help even when I politely asked a question. What's even stanger, was that they all seemed bored to be standing around not helping me. You'd think that if you had nothing to do at your job and someone came in who wanted help or even just to talk to you about WW that you'd jump at the chance. Not so.
Then I learned about Woodcraft in Woburn. Although I would not describe all the salemen there as Mr. Personality, they do make an effort and are willing to help you. They might even go look in the back for you to look for something. Also, they seem to have a lot more hand tools there than at Rockler (not sure if they even know what a handplane is over there). Also, FYI, they do take Amex at my Woodcraft.
This info helps me because I know that if I ever come across another Rockler, I'll know not to run the other way. Maybe you'll think the same if you ever come across another Woodcraft.
 
#13 ·
Life is too short to deal with bad customer service! I think that woodworking stores should be the sort of place where you feel like you can go and pull up a stool and sit and drink coffee at the counter and talk about tools. I've been fortunate enough to live in smaller cities where I know the staff by name and visiting the stores almost feel like a social outing.
 
#15 ·
Obviously, you have a right to rant about your treatment. I've never heard of the people at Woodcraft near me treating anyone like that. They've certainly treated me well at all times. Obviously, not all stores in any chain are going to be equal. There will always be some bad apples and I'm sorry for your bad luck in living near this one.

helluvawreck aka Charles
http://woodworkingexpo.wordpress.com
 
#16 ·
Totally agree with you Manitario.

And Crank, you are right about Amex…I just can't understand, when you have a store that sells such expensive equipment, why would you limit the methods of payment customers may have to purchase said equipment. Even if Amex is a pain in the neck…seems worth it to make some sales. Yesterday, my total with sander, sand paper and some wax was around $150. That's 150 bucks they let walk out the door. Seems like a poor business decision to me.
 
#17 ·
There used to be one in Strongsville, OH about a 40 minute drive for me, I moved about 8 minutes away, but something happened about 5-6 years ago and they closed up, unfortunately, I moved 4 years ago. They always seemed personable, knowledgeable and willing to help, they weren't in an area where the rent would have been too high either.
 
#19 ·
This is certainly NOT just a Woodcraft issue, and unfortunately It's found in ANY big chain of stores. When I worked at HD we used to have folks come in ranting and raving about how poor the service was at the HD closest to us (about 8 miles away). We'd listen to them bitch than try to go out of our way to give them extra good service.
In my department (Tool Rental) we'd point the customer out to each other and try to remember them the next time they were in, just to be a bit "extra friendly" on their next visit.
Our store manager would come to us fairly regularly and tell us he just got Kudos from someone for our dept's great customer service versus the terrible service that customer had gotten across town.
We were one of the best stores in our district on customer service ratings.

So yeah, you can see this in a lot of companies now… mostly it's the MANAGER (or owners) fault for not making sure his employees were doing what was necessary to make EVERY customer happy.
 
#20 ·
Sounds like the attitude of an employee that has been told the store will be shutting down. There are many dead bodies in the woodworking physical retail business. We have the internet that can explain/compare the tools and provide quick shipping. I really can't remember the last tool I bought from a retail store. Evolution.
 
#23 ·
Southern California? well, at least the weather is nice.

Don't you just hate a wasted trip to the tool store? And, you had to deal with a dopey retail dude.
That sucks. Hope the rant helped a little bit.

Happy Birthday BTW,

I have to say the sales people at the Woodcraft store in Libertyville Il. are pretty cool.

I'm embarrassed to say I forget his name - but he'll stand there and listen to me rattle on about my latest project or a hand plane restore and makes me feel like he understands what I'm talking about.

My wife won't do that.
 
#24 ·
I will add that the folks at the Clearwater Florida store have always been curteous and helpful.(80MILE ROUND TRIP FOR ME) I have been in WC's that wasn't the case.
Always seems to help when you vent. Hope things are going better for you.
 
#25 ·
If Woodcraft headquarters gets enough complaints they can pull the franchise. I have only been to a Woodcraft store a couple of times. It is a 2 hour drive from my home so I shop by internet if I can't get it locally. They were not very helpful but in all fairness they were busy, busy that day. another thing I would consider is a warranty is never any better than the people that sell the tool and those you deal with.
 
#26 ·
This makes me chuckle a bit, since I had the same experience with West Marine, where I purchase my West System epoxy. "I left the coupon at home," I said. To which she responded, "People forget them all the time. Don't forget it the next time." I felt defeated, maybe a little stupid, but mostly disappointed. Yeah, I dealt with the traffic to get the epoxy which I really needed, but how about some CUSTOMER SERVICE.

My Woodcraft store is a little friendlier than yours. I know everyone on a first name basis. They stopped giving me my 10% birthday discount last year. I was really bummed about that decision. I joked to them about it, but to no avail.

I agree that Rockler gives exceptional service. A few other suppliers that I like include carbide.com for bits and blades, Woodworker's Supply, and Klingspor.

I'm sorry that you had a bad day. Maybe tomorrow the stars will align and your day will be amazing. Best of luck.
 
This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.
Top