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Forum topic by jpw1995 posted 12-27-2007 06:03 PM 740 views 0 times favorited 10 replies Add to Favorites Watch
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jpw1995

376 posts in 2956 days


12-27-2007 06:03 PM

Recently someone started a thread about a bad experience with customer service from on online retailer. I thought I’d share an experience I recently had that was a positive one. A few days before Christmas I placed an order with Rockler that included two adjustable clamp-its. They were, and still are, on sale buy one get one free.
Adjustable Clamp-it from Rockler
I opened up the first one and assembled it. It works great! When I opened up the second one however, the hardware required for assembly was missing. No big deal… these things happen. The next day I sent an email to Rockler’s customer service department explaining the situation. I did not expect a quick response since it is the holiday season. To my surprise, I received an email within a few hours explaining that the missing hardware would be shipped to my house as soon as possible. Today I received an email stating that the hardware was on the way via 1st class USPS mail. I couldn’t ask for a quicker response time, and this was just for $1 worth of hardware. I can only imagine how well they might handle a more serious situation.

I just thought I’d share this with everyone to let you know that there are places out there that know how to treat their customers. I know I’ll be a loyal Rockler customer for a long time to come. Please fell free to share any of your positive experiences on this thread. I think it could be a great tool to help folks decide where to make their online purchases.

-- JP, Shelbyville, KY


10 replies so far

View dennis mitchell's profile

dennis mitchell

3994 posts in 2973 days


#1 posted 12-27-2007 06:22 PM

That is how it should work!

View MsDebbieP's profile

MsDebbieP

18615 posts in 2819 days


#2 posted 12-27-2007 07:33 PM

and I had a little mishap with my DowelMax... don’t ask… and when corresponding with the company about something else I mentioned my booboo… next thing you know – I have a parcel in the mail with the replacement piece! No questions.. just a replacement piece! Wow was I surprised and pleased.

-- ~ Debbie, Canada (https://www.facebook.com/DebbiePribeleENJOConsultant)

View Peter Oxley's profile

Peter Oxley

1426 posts in 2533 days


#3 posted 12-27-2007 07:42 PM

It’s easy to complain when we don’t like something – but is sure is great to hear about positive experiences! Thanks!

-- http://www.peteroxley.com -- http://north40studios.etsy.com --

View mot's profile

mot

4911 posts in 2695 days


#4 posted 12-27-2007 07:49 PM

Debbie, did you drop Dowelmax? Jim’s customer service is certainly a step above, however, I’m glad you had a good experience with Rockler, JP.

-- You can discover more about a person in an hour of play than in a year of conversation. (Plato)

View rjack's profile

rjack

110 posts in 2513 days


#5 posted 12-27-2007 07:55 PM

Great story! I have also been pleased with Rockler’s service. I have have placed many orders and have never had a problem.

It might be a good idea for Martin to set up some sort of separate function to rate woodworking suppliers and provide comments like Amazon.

-- Roger - Havertown, Pennsylvania

View rikkor's profile

rikkor

11295 posts in 2533 days


#6 posted 12-27-2007 07:55 PM

I have had about three contacts with Rockler’s customer service. They were all positive, making me feel that they really wanted to resolve the issue. As Dennis says, “thats how it should work.”

View Russel's profile

Russel

2199 posts in 2597 days


#7 posted 12-28-2007 06:35 PM

It is always good to hear about a positive experience and I try to send a note to the appropriate people when I have one. I figure if I’m going to complain about the bad stuff, I should also say something about the good stuff.

-- Working at Woodworking http://www.VillageLaneFurniture.com

View Karson's profile

Karson

34878 posts in 3059 days


#8 posted 12-28-2007 06:46 PM

I don’t believe I’ve ever had to contact customer service, But everything had been top notch from them. I ordered the Leigh Dust collector from them. It was on backorder with a possible arrival date on the web site. I ordered it because i wasn’t in a hurry. I got an e-mail saying later stating it was shipped. And it arrived promptly. Great contacts from them.

-- I've been blessed with a father who liked to tinker in wood, and a wife who lets me tinker in wood. Southern Delaware karson_morrison@bigfoot.com †

View Critterman's profile

Critterman

595 posts in 2468 days


#9 posted 12-28-2007 07:56 PM

I recently ordered the NYW router table plan (yeah, me too) when they had it marked down. Much to my supprise before I got a chance the next day to check status they called, yes called, me and explained they sold out (because of the sale) and it would be a couple of weeks before they came in…was I OK with that. That’s a first for me, them calling me to explain before I asked??? I agree with Dennis “That’s how it should be”, but usually is not how it is. It is refreshing to know there are companies out there that want your business. Lee Valley is another company that has excellent customer service you rarely have to use. Good input JP.

-- Jim Hallada, Chesterfield, VA

View MsDebbieP's profile

MsDebbieP

18615 posts in 2819 days


#10 posted 12-28-2007 08:54 PM

DowelMax: I was drilling “part way” through some wood.. and not sure how (I’m sure that it wasn’t “me” hahaha) but the bit went right through the wood and into the clampy thingy and chewed it up.

-- ~ Debbie, Canada (https://www.facebook.com/DebbiePribeleENJOConsultant)

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