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Forum topic by TheDane posted 01-27-2011 09:42 PM 2258 views 3 times favorited 6 replies Add to Favorites Watch
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4939 posts in 3086 days

01-27-2011 09:42 PM

Topic tags/keywords: tip customer service

I’d like to share a customer service experience I had with a supplier.

I have been ordering supplies for my WS3000 from of Madison, Wisconsin for the last year or two. Recently, I decided to add Japanese Waterstones to my arsenal, and bought a set of Naniwa stones (120 / 1000 / 3000 and 8000 grit) plus a Naniwa Flattening Stone.

These guys ship fast … in most cases I have my order within a day or two (Madison is less than 150 miles from my home), and I have never had a problem with an order. Until this time.

They pack everything well (bubble-wrap, packing material stuffed into the box, etc.) and the waterstones themselves arrived in perfect shape. Not so with the flattening stone … it was snapped right in two.

I called their 800 number, told the gentleman on the phone what the problem was, and gave him my order number. He said “No problem … we’ll send a replacement out right away”. Two days later, the replacement flattening stone arrived and I am a happy camper.

Here’s the point … this was a no-questions-asked deal, no RMA nonsense to sort through, and they didn’t even ask me to return the broken stone.

In my experience, this company provides first-rate customer service and does it very competitive prices. I think they’ve pretty much made me a customer for life!


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

6 replies so far

View dbhost's profile


5590 posts in 2655 days

#1 posted 01-27-2011 09:56 PM

That is how business should be done! I sure wish more people would understand that instead of whining about not being able to compete. If you can’t compete, there is something wrong, pricing, features, quality, service, or something that is keeping you out of the market. It’s not that hard to figure out! It is however hard to do…

-- My workshop blog can be found at

View TheDane's profile


4939 posts in 3086 days

#2 posted 01-27-2011 10:01 PM

It would have easy for them to blow me off and blame the busted stone on me me or the post office.

The fact that they chose to do the right/hard thing is what impressed me … and I didn’t have to argue with them.


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

View dbhost's profile


5590 posts in 2655 days

#3 posted 01-27-2011 10:08 PM

FWIW, I haven’t bought much from them, but they did right by me on my Norton White Oxide grinding wheels… Good to know they have great support and offer additional supplies like waterstones…

-- My workshop blog can be found at

View ellen35's profile


2720 posts in 2855 days

#4 posted 01-27-2011 11:13 PM

I think it is important to post these kinds of good experiences with suppliers.
We too often overlook the good suppliers but are quick to post negatively about those who do not act with professionalism and good customer service.
We need both kinds of reviews on LJ and on all boards.
Thanks for doing this.

-- "Don't let the perfect be the enemy of the good." Voltaire

View lilredweldingrod's profile


2495 posts in 2530 days

#5 posted 01-28-2011 05:34 AM

I have the work sharp and you can bet I will try them. Thanks for the heads up.
Another good supplier is McFeely’s. I had an experience with them with my second order. It was my fault that I gave them the wrong part number and they still GAVE me the part I needed and refused to let me return the perfectly good part. I still can not believe them. For this I wait for the shipping just to avoid the big boxes.

View swirt's profile


2107 posts in 2395 days

#6 posted 01-28-2011 06:30 AM

Perfect timing on this info TheDane, thanks. I was just planning an order from them after following their big ad that was here on lumberjocks. The prices seemed pretty reasonable… actually the best I found. It is good to know they are fast and do the right thing when needed.

-- Galootish log blog,

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