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Dealer Restocking Fee on Festool Return

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Forum topic by pete79 posted 04-10-2011 02:39 AM 3037 views 0 times favorited 21 replies Add to Favorites Watch
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pete79

154 posts in 2603 days


04-10-2011 02:39 AM

Has anyone had experience with retail dealers charging a restocking fee for returns on Festool items? I’m curious because of Festool’s “30 day no questions asked full purchase price refund” guarantee. I’m likely going to be taking back the TS75 I picked up (long story), and the dealer I got it from apparently has a 20% restocking fee.

I don’t still have the boxes that some pieces came in (I know – i should have kept them), but my understanding from talking to a friend that sells this stuff for a living is that Festool takes anything back with or without packaging and uses it for demos and such.

I’m taking the product back regardless I think, but I’m curious how much a pain in the ass I should be about the 20% thing. It’s clearly stated on my receipt, but they never explained this to me prior to my purchase.

-- Life is a one lap race.


21 replies so far

View Loren's profile

Loren

8302 posts in 3111 days


#1 posted 04-10-2011 02:58 AM

Wow. Sounds like a load of B.S. if that’s a new tool you’re talking about.

If it’s a used or floor-model I don’t know if all the same guarantees from
Festool are valid. All the new Festool stuff I’ve bought has been drop-shipped
from Festool and presumably Festool handles returns directly as well.

You can probably get 85% or higher of current retail selling an undamaged
current-model Festool tool on the used market.

I think Festool eats the costs of returns – actually passes them along
to all customers in the form of higher prices.

View drewnahant's profile

drewnahant

222 posts in 2552 days


#2 posted 04-10-2011 03:07 AM

If Festool itself has a ” no questions asked” policy, and the store you are dealing with is a registered retailer, just call festool, and have them deal with it, since they make the promise. Festool will either deal with you and eat the cost, or the store will cave in so they can stay in good standing with festool. High end manufacturers usually keep a pretty short leash on their retailers, they charge for their name, they will do anything to be sure they dont have a store poorly representing that name.

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jusfine

2405 posts in 2389 days


#3 posted 04-10-2011 03:12 AM

I own a number of Festool products, and none of the receipts I have say anything about a restocking fee. I think it is your dealer’s policy. Is it because of the lack of packaging? That could be the reason…?

I think the Festool warranty is one of the key selling features, everyone wants to know they have that security when they make a sizable purchase and I think it works for them.
We took advantage of the “reconditioned” sale earlier this year, but the items went fast as they looked as new as the ones in the box. My Kapex for 2/3 of the price has a bit of sawdust on it, that was all. And I was told it does have the same warranty and trial period.

Good luck with your return. Why are you taking it back? I like mine although I don’t use it as much as I thought I may.

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

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pete79

154 posts in 2603 days


#4 posted 04-10-2011 03:18 AM

This is all helpful if for nothing more than courage needed to stand up and make a valid argument during my return. The store’ website has their return policy on it too apparently (although I bought it in person), which states that it could be because of lack of packaging. My understanding from Festool’s return policy is that the packaging shouldn’t matter though as I have the systainer for the saw, just not the box that the track and MFT came in.

Randy – I’m taking it back because I was attempting to use this as my primary saw instead of a table saw, although conventional wisdom said that’s not possible. Given Festool’s return policy, I figured I’d give it a shot since I have nothing to lose – which has quickly proven me wrong.

-- Life is a one lap race.

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drewnahant

222 posts in 2552 days


#5 posted 04-10-2011 03:22 AM

As I said, A high-end brand like festool will do almost anything to keep customers happy and not get a blemish on the reputation they have invested in. You may have to complain and work for it, but I’m certain you can get your money back, I would still say you have nothing to lose.

View pete79's profile

pete79

154 posts in 2603 days


#6 posted 04-10-2011 03:32 AM

Sorry – “quickly proven me wrong” was meant towards my belief I could use the TS75 as my primary saw and use a table saw for far fewer tasks. That didn’t take much time to figure out, but I figured I’d explore the idea with such a good return option.

-- Life is a one lap race.

View jusfine's profile

jusfine

2405 posts in 2389 days


#7 posted 04-10-2011 04:33 AM

I agree with you, it would be tough to sell me on that concept of replacing my table saw…

All the Best!

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

View Pop's profile

Pop

427 posts in 3409 days


#8 posted 04-10-2011 09:06 PM

I try not to geal with stores that charge a restocking fee. The only one I’ve run into around my neck-of-the-woods is Best Buy and while their prices are great I always keep that restocking fee in mind.

-- One who works with his hands is a laborer, his hands & head A craftsman, his hands, head & heart a artist

View pete79's profile

pete79

154 posts in 2603 days


#9 posted 04-11-2011 09:24 PM

UPDATE:

I went to the store yesterday and explained the situation, as well as Festool’s return policy. The person there said they needed to charge the 20% restocking fee because now they would have a used tool they needed to sell as used, and therefore at a loss. I explained that Festool takes the product back, and they would not need to resell the used tool, and that Festool offers a “full purchase price” return. The dealer said they would need to call Festool and see what they could do.

I called Festool this morning and spoke to a very nice and helpful woman. When I informed her of the situation she explicitly stated that their dealers are “not allowed to sell used/returned tools and they must be returned to Festool”. She promptly asked for the store’s name and contact information and indicated that they “would handle it for me”.

I spoke to the store shortly after and was informed that I could bring the product for a FULL REFUND. No 20% fee will be charged. The products are going back tonight.

Assuming that I should have no issues with the return this evening, I would say it’s a good ending and I am immensly impressed with Festool on this one. It’s my first dealing with them, but is sure not to be my last – just with a different store next time around.

-- Life is a one lap race.

View TheWoodNerd's profile

TheWoodNerd

288 posts in 2655 days


#10 posted 04-11-2011 10:40 PM

Sounds like you were dealing with a poorly trained clerk unfamiliar with Festool’s policies. The various CS stories I’ve heard about Festool have been outstanding, their dealers are generally mind-boggling in their willingness to make you happy. I’d highly recommend Bob Marino (bobmarinosbesttools.com) and Tom Bellemare (tool-home.com) although I’m sure there are a ton of others that are just as good.

-- The Wood Nerd -- http://www.workshopaholic.net

View Bertha's profile

Bertha

13003 posts in 2156 days


#11 posted 04-11-2011 10:43 PM

Good looking out, Pete!

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

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pete79

154 posts in 2603 days


#12 posted 04-11-2011 10:52 PM

I find that this particular retailer comes up very often when doing google searches for various woodworking items as one of the lower cost sellers. I’m not in the spirit of flaming them openly here (but could eventually be persuaded otherwise), but if anyone wants the name just PM me and I’ll share it. I wouldn’t recommend dealing with them going forward due to their return policy, particulary since they seem to do a fairly decent internet business – I think I just got lucky that my dealings were in regards to Festool who fully supported their own return policy.

-- Life is a one lap race.

View HokieMojo's profile

HokieMojo

2103 posts in 3191 days


#13 posted 04-11-2011 11:31 PM

Even though you opted not to keep the item, I’d say this speaks well for Festool, although I think most people figured it would.

View 747DRVR's profile

747DRVR

199 posts in 2820 days


#14 posted 04-12-2011 12:18 AM

I think you should call out the dealer publicly.I find it hard to believe that they would have kept the festool if you returned it.All returns are shipped back to the manufacturer.I know that it was not defective but if it was would they have just eaten the cost?Of course not.I think they were trying to make 20% on a lost sale.I hope Festool cancels their contract or at least gives them a tongue lashing.We should all post when someone gives great service but also post when a dealer is dishonest

View semi75's profile

semi75

78 posts in 2363 days


#15 posted 04-12-2011 01:53 AM

I agree with 747, any reputable dealer that is authorized to carry Festool knows thier return policy. The store is using thier own in house policy to make a few bucks and discourage returns it sounds like. Call them out imo.

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