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Forum topic by WoodNuts posted 06-29-2011 05:18 PM 1248 views 0 times favorited 16 replies Add to Favorites Watch
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WoodNuts

74 posts in 2413 days


06-29-2011 05:18 PM

Topic tags/keywords: resource plane veritas customer service

So I made a purchase of several hand planes and stuff from Veritas on 6/27 and noticed today 6/29 they are offering free shipping on orders of more than $40 starting today.

I called and asked if I could take advantage of that and was told no, unfortunately, this is the policy. Shipping cost is not a significant amount of money, but I thought this was real poor form by what I considered a quality outfit.

It’s not like I’m trying to pull one over on them; it’s their offer.

I told the guy, “hey, this sets up for mega returns just to buy it again under the offer, that’s kinda dumb.” He says, ya it’s a valid point, but my hands are tied.

Cheap.

-- ...there's a fix fer dat...


16 replies so far

View CharlieM1958's profile

CharlieM1958

16242 posts in 3683 days


#1 posted 06-29-2011 05:25 PM

I would say to follow through on your threat, but wouldn’t you have to pay to send them back?

I agree that refunding your shipping cost would be the best PR move on their part. When you say you purchased from Veritas, do you mean Lee Valley? I’m really surprised, because their customer service is usually second to none.

-- Charlie M. "Woodworking - patience = firewood"

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WoodNuts

74 posts in 2413 days


#2 posted 06-29-2011 05:36 PM

Ya, Lee Valley, bought Veritas, I’m working on 17hrs. It’s bed time…

Shipping is only 13 bucks, and it’s on the way. I don’t know if I’ll hassle it. They have been great previously though and I was suprised too.

BTW, Charlie, love the wood tool porn.

-- ...there's a fix fer dat...

View Bertha's profile

Bertha

13003 posts in 2158 days


#3 posted 06-29-2011 05:45 PM

Although “his” hands are tied, I bet his supervisor’s aren’t. Oh customer service, where have you gone, my lady?

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

View JimF's profile

JimF

143 posts in 2758 days


#4 posted 06-29-2011 05:47 PM

Sorry for your situation, but glad you posted. I’ve been waiting for the free shipping and have now cleared my wish list.

-- Insert clever tag line here

View NBeener's profile

NBeener

4808 posts in 2639 days


#5 posted 06-29-2011 07:11 PM

That seems unusual.

They have a reputation for going the extra mile. It seems out of character that—in your case—they wouldn’t go the extra 300 feet.

I would call again, and ask for a supervisor.

My bet ? They’ll take care of you.

-- -- Neil

View Kent Shepherd's profile

Kent Shepherd

2718 posts in 2751 days


#6 posted 06-29-2011 09:20 PM

I personally don’t see that Lee Valley is wrong here.

By this reasoning, if I fill up with gas today at $3.69 a gallon and tomorrow I drive by the same station and the price dropped to $3.49, I should go in to the clerk and want a refund of the difference?

If free shipping is so important, wait to order until they offer it. I would have seen the free shipping the next day and thought, oh crap, I just missed that one. Oh well, maybe next time.

-- http://shepherdtoolandsupply.com/

View Bertha's profile

Bertha

13003 posts in 2158 days


#7 posted 06-29-2011 09:27 PM

Man, Kent, no one said it was expected. I just bet they’d go a few bucks shipping to make a customer happy. That’s all. I doubt he feels like he “deserves” it. Correct me if I’m wrong.

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

View CharlieM1958's profile

CharlieM1958

16242 posts in 3683 days


#8 posted 06-29-2011 09:59 PM

Kent: What Bertha said.

Lee Valley doesn’t owe him a thing. But it’s out of character for them not to go above and beyond. And yet….

I can understand their concern, of course. It’s a big company. If everyone who had purchased anything in the past week asked for a shipping refund, it could add up to a lot of money. Maybe they feel like it’s not fair to give a break only to those who ask for it, so they decided just to stand firm. In a way, I can respect that decision, because it is the fairest to everyone.

-- Charlie M. "Woodworking - patience = firewood"

View mrg's profile

mrg

659 posts in 2464 days


#9 posted 06-29-2011 10:10 PM

If he had ordered say on the 28th at 4 or 5 pm and the order had not shipped and called this morning they probably would have done it. Fine print should say not valid on prior purchases.

-- mrg

View pierce85's profile

pierce85

508 posts in 2027 days


#10 posted 06-29-2011 10:43 PM

I hear what Kent is saying and I would have gone with the ”...oh crap, I just missed that one. Oh well, maybe next time” approach, but only after trying to see if I could get free shipping as WoodNuts did. It never hurts to try but with a great company like Lee Valley, I wouldn’t press it. I’m sure they will accommodate you if you do press it but sometimes the best thing to do isn’t always the most frugal thing to do.

View Bertha's profile

Bertha

13003 posts in 2158 days


#11 posted 06-29-2011 10:50 PM

This is a repetitive pattern on this site. A guy posts a complaint, some suggestions to remedy the complaint are offered, then others jump in on behalf of the company. Some even go so far as to judge the suggested remedies ungentlemanly or downright immoral. If your character permits you to request some sort of compensation from a company, that’s between you and the company. I solemnly vow to henceforth avoid these threads.

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

View Kent Shepherd's profile

Kent Shepherd

2718 posts in 2751 days


#12 posted 06-29-2011 11:13 PM

I may be reading everyone wrong on this one, but it still seems like Lee Valley is being slammed here. If it wasn’t a big issue, would there have ever been a thread on this to begin with? And would it continue?

Obviously I’m looking at it differently. I still believe Lee Valley was not wrong. That is my opinion—assuming I’m allowed one. Was it wrong however to ask, as Woodnuts did—-no, absolutely not! I would have just let it go at that point. Of course I’m a little weird—-well maybe a lot.

-- http://shepherdtoolandsupply.com/

View mcase's profile

mcase

446 posts in 2594 days


#13 posted 06-29-2011 11:37 PM

Are we talking about $13 bucks?

View pierce85's profile

pierce85

508 posts in 2027 days


#14 posted 06-29-2011 11:43 PM

Al, I hope I wasn’t the one you were referring to. It really is hard to judge responses on forums and through email… uff da!

To simplify: I don’t think there was anything wrong with WoodNuts trying to get free shipping given the timing of the offer – I would have done the exact same thing. I agree, it’s probably unusual for Lee Valley to refuse such a request – my experiences with them have been way above par – but then policies are what they are. For me and me only, I would have dropped it after that. Nevertheless, I understand perfectly well why someone else would choose differently.

I’m the last person to be a corporate lackey. In fact, quite the opposite. We all have different thresholds in this regard and I think it’s a good thing to get a range of opinions that reflect those thresholds. I like it when someone changes my mind on an issue.

View Cosmicsniper's profile

Cosmicsniper

2202 posts in 2623 days


#15 posted 06-30-2011 12:29 AM

If it saved you $100, I’d get it…but if if saved you $10, then why bother? Your time (phone contact, posting about it on LJs, etc.) has to be worth more than $10.

I’m with Kent…companies have to have policies to cover these things…and they will tell their sales guys what to say if somebody like Woodnuts inquired about it…but I guarantee that guy’s manager would “go that extra mile”. Minions generally aren’t given the power to be so charitable…and charity it would be in this case.

My initial response to this thread is that I hope people don’t bash Lee Valley for this.

In other words, there’s nothing wrong with asking, but I don’t think it’s something to be upset about.

-- jay, www.allaboutastro.com

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