|Forum topic by chrisstef||posted 06-12-2013 08:10 PM||2297 views||0 times favorited||48 replies|
06-12-2013 08:10 PM
Im not much of a ranting person but I want to share my little story here with the group.
Ive been attempting to purchase files for sharpening hand saws and with the global supply of saw files at a minimum I turned to McMaster Carr after everyone else was out of stock. Now, ive never purchased from them before but ive heard nothing but good things from everyone who has purchased from them.
I went on the website and corralled all the files I needed and dumped them into my shopping cart. While reading the descriptions I couldn’t find a brand name that they were selling. I figured no problem ill just email customer service and get the skinny. I had 2 parameters for this purchase. 1) They cannot be files that are made by Grobet in India. 2) They cannot be files by Nicholson made in Mexico. Ive heard bad things about each from first hand users.
Long story short: Customer service would not tell me which brand of files they carry. They don’t want price shopping, company policy, blah blah blah. Ok cool, I get it. I tell them that all I want is to be assured that I wouldn’t get either of the 2 brands I had mentioned. They assured me of that.
Verbatim: “Our saw files are not Nicholson’s or India made”
I opened up the box before I go to work this morning, all giddy, Stef’s got his files, Stef’s got his files …. Take a look at the makers marks on them base “Made in Mexcio, Nicholson”. You’re kidding me, really?
I email customer service and end up with the same fella that assured me I wouldn’t get a hunk of crap file and his response was “Im sorry Chris, you can return the files you don’t want for credit to (shipping address).” Im currently biting my tongue as to not go completely bs on this gentleman.
Now you can make your own decision on how you feel but, personally, im all set with McMaster Carr. Wont catch me making a purchase there ever again. I was blatently lied to and when I call them out no one cares. I know that my measly $50 purchase is not going to ever effect their bottom line but the whole thing wasted my time and my money. Not cool MMC, very not cool.
EDIT: after another round of emails MMC made right and fully credited my credit card and left the files with me, no return required. Good on them. I wouldnt allow them to credit me for the purchase of the 2 file handles. There was no misappropriation in those items.
2ND EDIT: they retracted all of the charges including both file handles i had ordered. I emailed the cs rep and thanked him for being a stand up guy. Any beed between myself and MMC has been rectified. Its all about how you recover. They have recovered well.
-- "there aren’t many hand tools as awe-inspiring as the #8 jointer. I mean, it just reeks of cast iron heft and hubris" - Smitty