Lee Valley Customer Service

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Forum topic by tyler posted 09-12-2015 02:33 PM 986 views 0 times favorited 12 replies Add to Favorites Watch
View tyler's profile


44 posts in 1197 days

09-12-2015 02:33 PM

So I just received my low angle jack plane from Lee Valley with the PMV-11 blade in it. I was like a little kid on christmas when it arrived in 2 days. I ripped the box open and grabbed the blade out of the case that said low angle jack plane 2 1/4 PMV-11. How ever, the blade was an A2 2 3/8 bevel down.. quite upset, but mistakes happen. After looking over the plane I noticed that it looked like someone had dropped a screwdriver or something on the top (there was little dents on the raised rib and randomly on top) Also in some spots the finish seemed to be smudged before it dried. So I called Lee Valley and only mentioned the blade because the other stuff didn’t effect the performance. However the person I spoke to was very short when talking, gave a half assed appology and said “we’ll send you the right blade and send that one back when you receive it” and that was it. I don’t need the blade so sending it back is fine. So now the question. Has anyone had this kind of service from Lee Valley? I hear great things about their customer service, but didn’t receive it. Should I have said something about the plane/call back? Sorry for the long post but I wanted to give the whole story.

12 replies so far

View a1Jim's profile


117127 posts in 3605 days

#1 posted 09-12-2015 02:47 PM

I’ve always heard good things about LV customer service too,perhaps the person you talked to was having a bad day?

-- wood crafting & woodworking classes

View tyler's profile


44 posts in 1197 days

#2 posted 09-12-2015 02:58 PM

That’s what my thought was. Part of me wants to call back about the cosmetic defects. I mean I did pay $300 for perfection. Not semi perfection, even if its a little cosmetic. Another part wants to just send it back and switch of to Lie Neilsen. I love Veritas planes though so I’d rather not do that.

View Mark Kornell's profile

Mark Kornell

1169 posts in 2559 days

#3 posted 09-12-2015 03:03 PM

Despite what you might perceive as a terse CSR, you did get good service. They apologized and are sending you the correct iron, no questions asked, and trusting you to send the wrong part back.

Edit: and I would guess that if you tell them about the defects on this plane, they’ll remedy that, too.

-- Mark Kornell, Kornell Wood Design

View Johnny7's profile


374 posts in 1119 days

#4 posted 09-12-2015 03:04 PM

Nothing wrong with calling back regarding the cosmetics—- you paid for a product in brand new condition.

LV has a stellar reputation for customer service—but at the end of the day, those are mere humans on the phone; not robots

I think a1Jim’s explanation is plausible

View distrbd's profile


2252 posts in 2475 days

#5 posted 09-12-2015 03:07 PM

I ordered a set of forstner bits from LV and received it in perfect condition on the outside but when I examined the bits , one of the smallest had a slight bend in it,called LV and they said the same thing as they told you, “no worries,we’ll send you a new complete box,send the other one back when you receive the new set”, I couldn’t ask for a better response/service.
In your case you are more upset at the” half ass apology”,I am sure LV manager of the branch where you bought it from would like to know your feedback and experience, call them and tell them what happened,you will get a more sincere apology but other than that, you are still getting a new blade just the same.

-- Ken from Ontario, Canada

View tyler's profile


44 posts in 1197 days

#6 posted 09-12-2015 03:26 PM

Thanks all for the input. I am more then pleased with them not questioning my problem. I’ve worked quite a bit of customer service and one of the first things I learned was how to apologize and fix problems. Sounds lame but every person walked away happy. I can imagine she was either having a bad day or maybe I expected a little more (which I shouldn’t have) due to everyone’s comments on Lee Valley. I think I will call back about the plane and maybe speak to a manager this time.

View oltexasboy1's profile


250 posts in 1733 days

#7 posted 09-12-2015 03:33 PM

I had recently ordered a set of their dovetail ,tenon , carcass saws. I was really disappointed when one came in with a broken handle and called them. They said no problem and sent me a new one and a label to ship the old one back. I thought that was very good CS and will continue to do business with them,(if I can afford it ) The kid on the phone didn’t pack or ship the saw so I didn’t see a reason to yell at him. He sounded as sincere as you can when you really don’t have any skin in the game.

-- "The pursuit of perfection often yields excellence"

View tyler's profile


44 posts in 1197 days

#8 posted 09-12-2015 03:52 PM

I don’t see any reason to take anything out on a customer service rep. It used to happen to me and I hated it. I did call back and spoke to a different rep who was much more apologetic. I don’t expect begging me to forgive them, however I expected a little more then “oh sorry”. Again no questions asked, ” We’ll send you a new plane body with the blade and we apologize for what happened, it must of been a casting or dipping defect”. Couldn’t ask for any better then that.

View AandCstyle's profile


3075 posts in 2285 days

#9 posted 09-12-2015 11:32 PM

I seem to recall that Rob Lee checks in here once in a while, perhaps he will see your post and use it to enhance their already stellar CS even more.

-- Art

View bigblockyeti's profile


5140 posts in 1749 days

#10 posted 09-13-2015 12:11 AM

That does sound a little disappointing, when you spend that kind of money it needs to be backed up by service of the same caliber. Of what I have from them thus far everything has performed perfectly so I haven’t needed to contact anyone in their customer service department. I hope your experience isn’t the new norm.

View tyler's profile


44 posts in 1197 days

#11 posted 09-13-2015 12:11 AM

I also thought he does but I couldn’t remember if it was here or a different forum. I am happy everything was taken care of though. They will forever have my business.

View tyler's profile


44 posts in 1197 days

#12 posted 09-13-2015 12:25 AM

I also have never had a problem with their products. I love my dovetail saw, although I think I am going to try out the Lie Neilsen carcass and tenon saw soon since I don’t have any of their products. I ordered the MkII guide with the plane and spent an hour or 2 getting to know the little(big?) guy and I love it. They never disappoint when it comes to quality and function.

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