Lee Valley Cares about Customer Satisfaction

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Forum topic by Jack Barnhill posted 06-21-2010 09:24 PM 1643 views 0 times favorited 6 replies Add to Favorites Watch
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Jack Barnhill

366 posts in 3336 days

06-21-2010 09:24 PM

Topic tags/keywords: review lee valley tool

When was the last time a store or tool company refunded your money for a bad product, before you know it was a bad product? That’s what happened to me today.

Back in January I pre-order a new product that Lee Valley Tools was just releasing, their Thread I.D. ™ (Nut & Bolt Identifier). I finally received it last week complete with its little wooden storage box. I looked it over. It looked well made and I was satisfied that I would be able to use it to sort out that box of miscellaneous screws and nuts that I have sitting on the shelf. Satisfied, I set the Thread I.D. aside for when I have time for that project.

Today, I received a letter from Lee Valley telling me that there had been a manufacturing error, that the marking on the Thread I.D. were not permanent and they enclose a couple of reference cards so that when the marking wore off I would still be able to identify which thread was which. They also said that they were giving me a FULL refund on my credit card for the price of the item and the shipping. I check my credit card statement online and, sure enough, they did.

How great is that, a company that stands squarely behind their products? No company is perfect and I suspect that at sometime in the future I will have some other problem with a product from Lee Valley. It’s good to know that they truly care about customer satisfaction.

-- Best regards, Jack -- I may not be good, but I'm slow --

6 replies so far

View TheDane's profile


5405 posts in 3633 days

#1 posted 06-21-2010 09:30 PM

So THAT’S what that credit card refund was for! I was looking at my online CC statement last night, and noticed a $22 refund from Lee Valley … haven’t received a letter from them yet, but the only thing I have purchased from them this year was the thread ID set.

In my experience, Lee Valley and Veritas are absolutely top drawer ... I have been absolutely satisfied with everything I have purchased from them, but I never would have expected this from any company.

-- Gerry -- "I don't plan to ever really grow up ... I'm just going to learn how to act in public!"

View a1Jim's profile


117063 posts in 3547 days

#2 posted 06-21-2010 09:33 PM

That is good glad to hear it .

-- wood crafting & woodworking classes

View Gary's profile


9328 posts in 3403 days

#3 posted 06-21-2010 09:40 PM

Let me join in on the Lee Valley attaboys. About a year ago, I was looking for the hinges that a top shelf mounted to in a cedar chest. Couldn’t find them anywhere. Called Lee Valley and talked to a lady, sent her pictures of what I wanted. She spent 3 days trying to lacate them from other vendors. I was really impressed. Great Job Lee Valley!!!

-- Gary, DeKalb Texas only 4 miles from the mill

View jusfine's profile


2422 posts in 2896 days

#4 posted 06-22-2010 05:50 AM

We have a store 45 minutes from my place (just a bit too close my wife says) and I have been a regular customer for well over 20 years.

I have seen many people bring items in that the staff knows used it once for their project, but they want a refund and they get it. Never seen them refuse a client with that request.

I agree, a great Canadian company, and Mr. Lee is a real gentleman.
If you haven’t checked out his sharpening book, it is worth the money!

-- Randy "You are judged as much by the questions you ask as the answers you give..."

View Rick's profile


9439 posts in 3002 days

#5 posted 06-22-2010 06:16 AM

I knew Lee valley when I lived in Ottawa, Ontario, Canada. L O N G Time ago. At that time Richard Lee, who is now pretty well retired, and I had many pleasent conversations at the ONLY Outlet they had.

It was in an Industrial Complex and I’d say that at least 98% of his business was done by Mail Order. They put in a small Public Counter for guys like me and a few Hundred others in the area, expanded their Tool Line, and it just Quietly Grew from there to what it is Today.

Veritas was brought into being by THEM listening to, and asking for input from guys like us who thought there was a need for certain types of tools that just didn’t exist. They Designed them Tested the Day Lights out of them and if they passed they became a New Veritas Tool.

To this day it doesn’t feel any different walking into one of three stores that are near me, then it did when I used to drive around the back of the Industrial Complex Location and walked into their 700 to 1000 Sq. Foot “Store”.

They are always happy to see you.Their Staff walk the floor LOOKING for people they can assist. They Service the Dickens out of ALL of their Customers.

I don’t think you could ask or hope for anything more. In this day and age, that’s saying a lot!!

Thank You Lee Valley!


-- LIFE is what happens when you're planning on doing Other Things!

View Rob Lee's profile

Rob Lee

32 posts in 3264 days

#6 posted 06-22-2010 10:50 PM

Hi -

Thanks for the kind comments…. Glad I didn’t have to sign the refund checks – there were a lot of ‘em!

Cheers -

Rob Lee

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