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Forum topic by Clarkie posted 08-16-2015 09:25 PM 2496 views 0 times favorited 77 replies Add to Favorites Watch
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Clarkie

380 posts in 1307 days


08-16-2015 09:25 PM

Just got through looking at a few posts in here about how bad and untrue the tool supply, seller, companies have gotten. One member complaining about the after market cutters he bought, only to find out they didn’t fit properly. Then when you contact the companies, they act like you are taking up their valuable time and just brush you off.
How long has the slogan, “the customer is always right” been dead? I purchased a good amount of items through Amazon.com, thinking they were professional and upright. I now find out that the same machine they offer for 900.00, sells from the original company for 500.00. How can that be? Second problem, I ordered one of the Oneida smaller cyclone set ups. Upon receipt of the item, and full assembly, it doesn’t suit the need it was bought for. Called customer service, which I found was from WoodKraft and was told they would issue a return number through email. After waiting a day, no number, no email. Called twice more after a couple days had gone by, then being told that I would receive the email soon. When I did receive the email, it informs me that in order to return the item I would have to pay shipping and a handling fee, which for shipping is between 25.00 and 46.00. The handling fee is 15% of total purchase. I do not intend to order on line for a long time, I will do without before being treated as a second rate citizen by any company that is not true to their word as far as service or quality.


77 replies so far

View Nicky's profile

Nicky

695 posts in 3558 days


#1 posted 08-16-2015 10:15 PM

I feel your pain. I live a few hours away from Woodworkers supply. I like being able to talk to someone and being able to touch and see what I’m purchasing. I’ve never had a problem walking into this store with a return.

As consumers, we need to research the companies we buy from as much as the products.

You should write to the company, and be sure to tell them that you’re blogging your experience.

-- Nicky

View paratrooper34's profile

paratrooper34

892 posts in 2418 days


#2 posted 08-16-2015 10:52 PM

I also feel your pain Clarkie. It only took me one time buying something complex on the internet to completely get away from making major purchases online. For big purchases, I want to look at the item, smell it, touch it, talk with a salesman, etc. If I have to return it, the only shipping involved is me throwing the item in my truck and going back to the place it was bought. It is easy to push aside a return email; it isn’t so easy to push aside a customer standing in front of company representative. For me, those matters are better handled face to face.

Hope you get what you need and good luck.

-- Mike

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Rayne

470 posts in 1006 days


#3 posted 08-16-2015 11:06 PM

I agree. If it’s a big ticket item, I want to see it in person, which is what I did with my table saw purchase from Lowes. Couldn’t be any happier for the price I got. Smaller items I will purchase online as the return shipping is usually low and I make sure the restocking fee either doesn’t exist or is very low. As for Woodcraft, i have one nearby, so I don’t worry much about that as I can talk to someone in person.

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Clarkie

380 posts in 1307 days


#4 posted 08-16-2015 11:50 PM

Thanks for the responses, glad to see I’m not alone on these issues. The thing with the re-stocking fee, it is up to their discretion and they will let me know once they receive the item. I’m not sending it back, I’ll just eat this one, but after 45 years of woodworking I can’t believe the non-existent care for the customer. When I inquired how amazon could sell an item for 400.00 more than the actual company, they offered me 10% off my next item.

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Redoak49

1956 posts in 1455 days


#5 posted 08-17-2015 12:15 AM

I feel bad that you paid too much for an item. However, on almost anything, one should do some comparison shopping. I would be kicking MYSELF if I paid that much more than I needed to. The internet is great for comparing prices.

The best thing in this day is Buyer Beware.

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Clarkie

380 posts in 1307 days


#6 posted 08-17-2015 12:21 AM

After a few responses I thought maybe I should clarify something. I didn’t purchase the 900.00 item, because like the guys have said, shop around, and by shopping around I found the over charge for that item. The piece I did buy was offered by amazon, but, came directly from Wood Craft and that’s where the run around begins. Okay, thanks again for your input.

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JayT

4785 posts in 1677 days


#7 posted 08-17-2015 01:01 AM

I purchased a good amount of items through Amazon.com, thinking they were professional and upright. I now find out that the same machine they offer for 900.00, sells from the original company for 500.00. How can that be?

- Clarkie

Who was the actual listed seller of the $900 item on Amazon? There are thousands of sellers on Amazon and each one can set their own price of what they want to sell for. It’s up to the buyer to determine which seller they wish to purchase the item from. That may be based on price, availability, warranty or whatever else is important to the buyer. I just don’t understand why you are all up in arms about it and there’s nothing about that policy and practice that would not be “professional and upright”.

Different sellers have different overhead costs and profit goals, so price the product to meet their company’s goals, not yours or Amazon’s. All they need to do to list an item is follow Amazon’s policies and pay whatever percentage of the selling price to Amazon.

-- "Good judgement is the result of experience. A lot of experience is the result of poor judgement."

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Pezking7p

3097 posts in 1117 days


#8 posted 08-17-2015 01:15 AM

The days of customer service died with the salesmen who actually knew their products. With so much information online about every product, sellers no longer really need to know anything about the products they sell. The onus is now on the buyer to make sure they understand what they’re buying before clicking the checkout button. And honestly, I prefer it that way because it puts me in control of the purchase rather than a salesman who could say anything just to make a sale.

And about a restocking fee, companies have to make money, too. And it costs money to ship stuff all over creation and then repack it and put it back in the warehouse.

-- -Dan

View DW833's profile

DW833

192 posts in 1349 days


#9 posted 08-17-2015 01:17 AM

Agree with JayT on this. Who was the seller of the item. It most likely wasn’t Amazon. I’ve noticed that Grizzly routinely sells machines for more on Amazon than their own site. Most of the time it is just enough to cover the free shipping. Other times it is much more.

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Clarkie

380 posts in 1307 days


#10 posted 08-17-2015 02:03 AM

Well I could understand that reasoning about the pricing if not for the reason of contacting the original company and finding that they were unaware of the price gouge. Also as far as the restocking fee goes, if the product was what they advertised it to be, there would be no need for restocking because there would be no return.
Yet, for whatever reason, my main point is that the customer is no longer regarded as a necessity, the end result is profit and not necessarily by selling a good product. I am nobody’s fool when it comes to tools, I know tools inside and out and for the most part stay with American made. Thanks for all the input, and I would like to end with saying that settling for less has never been an option anyone should accept.

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JayT

4785 posts in 1677 days


#11 posted 08-17-2015 02:18 AM

Yet, for whatever reason, my main point is that the customer is no longer regarded as a necessity, the end result is profit and not necessarily by selling a good product.

- Clarkie

I’m going to disagree with part of that statement, lament the necessity of disagreeing and then agree with part of it, as well.

I think the customer is regarded as a necessity. The problem is that the majority of consumers have proven they will shop the place with the lowest price, regardless of service level or product quality. If the majority of customers demand or show through their purchasing patterns that price is their #1 priority, is it any surprise that most companies try to cater to the group with the most purchasing power?

Yes, the end goal is profit and unfortunately that doesn’t usually come by selling the best product. There are people out there willing to spend a bit more to get a quality product. It sounds like you are one of those. I am, too. In the long run, you tend to spend less by purchasing a better quality piece and having it last longer while giving better results over its life. Unfortunately, the vast majority of customers don’t look that far down the road and just shop by purchase price. They’d rather buy a $10 item five times than a $30 item once, always hoping that the cheaper piece will perform just like the more expensive one and most times, never know what they are missing.

-- "Good judgement is the result of experience. A lot of experience is the result of poor judgement."

View rustfever's profile

rustfever

716 posts in 2776 days


#12 posted 08-17-2015 03:03 AM

Gosh,
Maybe buying local has some advantages.
I wonder what those may be?

-- Rustfever, Central California

View sawdust703's profile

sawdust703

270 posts in 886 days


#13 posted 08-17-2015 03:21 AM

I don’t necessarily know if I agree w/all that or not. I do agree, in essence, that the bigger the operation, the less customer service matters. On the other hand, a fella has a tendency to be treated the way he wants to be treated, would you not agree? It really doesn’t matter how much you know about tools, or don’t, inside or out, my personal belief is where & what you shop for. You’ll get what you’re looking for at the right place. Out here in our humble little corner of NW Kansas, we are, at best, 3 hours in any direction from any sizeable village. So, a lot of the parts & tools I buy are online. But, I have made it a practice to research the company before I buy from them. All of my scroll saw blades, parts, & patterns come from the same two family owned companies. One of which, is right here in Kansas. I can call any time during business hours, & guaranteed, I’ll be able to talk with the same person every time. My TS & RAS blades, I get them right here locally, from a family operated hardware store. If they don’t have them in stock, they will order for me at no extra charge. Band saw blades I get from Grizzly. My lathe tools & equipment, I’m a little more choosy about. Point being, I don’t buy from places that operate on how much inventory is sold in a business day, rather the places that are concentrating on what they sell, how to make it better, & keep their customers content. Inside & out. I haven’t always been a woodworker, clarkie. I’ve used all kinds of hand tools, air tools, power tools, etc. Myself. And I expect as much from my tools as I can get for the money. I’m careful where & what I spend my money on.

-- Sawdust703

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misterbig

43 posts in 1143 days


#14 posted 08-17-2015 03:29 AM

On top of all that they sell you crappy made in China products.

View AlaskaGuy's profile

AlaskaGuy

2406 posts in 1775 days


#15 posted 08-17-2015 04:05 AM

Well there are plenty of crappy customers too. Look what people did to Costco’s return policy. And what about people going to the Borg’s and buy tools just to return them after their project in done.

If you don’t know what I’m saying you’ve be living under a rock.

-- Alaskan's for Global warming!

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