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Forum topic by UncannyValleyWoods posted 09-13-2013 07:50 PM 1839 views 0 times favorited 53 replies Add to Favorites Watch
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UncannyValleyWoods

335 posts in 561 days


09-13-2013 07:50 PM

I’ll admit, this is a bitchy rant, but it felt good to get it out. I just sent this to WoodCraft.

“Woodcraft, you have failed me for the last time. My local Woodcraft store 12781 Beach Blvd Stanton, CA 90680 was never a place that I would describe as warm, friendly or helpful, but today I finally answered the question that had been nagging at me for some time; Why do I continue to spend my money with those jerks?

I received a birthday coupon, generated by Woodcraft’s database (which somehow has my date of birth). The coupon was for 10% any purchase (excluding power tools and a huge list of other items). I also received a sale paper, listing the Rikon belt and disc sander for $99.99. So, I jumped in the truck and made my way through hellish L.A. traffic to the woodcraft store. I asked the fellas at the counter how they were doing and they all looked at me like I was speaking a foreign language. None answered. So I asked if they had the Rikon in stock and they pointed to a stack of boxes. I grabbed some sand paper and headed to counter. I told the fella about my coupon and realized I’d left it at home.

He made a snide remark about the deal I’m getting on the sander and I explained that I wanted to use the coupon on the sand paper, that the coupon explained that power tools were excluded. Of course, since I didn’t have the coupon, the man refused to honor it. I explained that it was generated by my profile he had just pulled up on his computer, but still he refused. I didn’t argue, I told him it was no big deal. He totaled me up and I handed him my American Express, to which he responds, “We don’t accept American Express.” Since this was the only method of payment I had arranged for this purchase I left the store with no sander and drove back home through hellish L.A. traffic.

On the drive home, I couldn’t help but think about the 10% Rockler ALWAYS gives me simply for presenting my Military I.D. I also thought about the helpful, warm service I’m always provided at Rockler. And I came to the conclusion that if WoodCraft wouldn’t accept my payment or honor a coupon there is really no need for to ever return to a WoodCraft store. I will be doing business with Rockler from here on out. Now, I’m going to go to my garage and stare at the empty bench space I’d cleared out for my new sander.”

-- http://www.etsy.com/shop/UncannyValleyWoods


53 replies so far

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chrisstef

11201 posts in 1703 days


#1 posted 09-13-2013 07:52 PM

Warranted rant.

-- "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

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theoldfart

4543 posts in 1148 days


#2 posted 09-13-2013 07:59 PM

Rant? What rant? A statement of dissatisfaction to inform a LARGE franchise. I would continue to educate Woodcraft on the error of their ways! You are not wrong, there is a difference in culture.

-- "Aged flatus, I heard that some one has already blown out your mortise." THE Surgeon ……………………………………. Kevin

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UncannyValleyWoods

335 posts in 561 days


#3 posted 09-13-2013 08:00 PM

I sent this message along with the original to Rockler:

Conversation started today
12:42pm
Brandon Purvis

I wanted to pass along this message I just posted to WoodCraft’s page. I love you Rockler. I’ll never stray again! And btw, I do business with your store in Torrance, CA. Your staff is incredible! I always have such a marvelous experience in your stores and enjoy spending money with you!

-- http://www.etsy.com/shop/UncannyValleyWoods

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crank49

3466 posts in 1668 days


#4 posted 09-13-2013 08:27 PM

Sorry for your aggravation. Can’t call that a rant, I would say it was justified dissertation.

Fortunately, or unfortunately depending on your location, your experience is not universal. I did the same thing at my Woodcraft in Franklin, Tennessee and they honored my card even though I did not have it with me, and they wished me a happy birthday to boot. They are the nicest bunch of folks you could ever hope to find in a retail business.

-- Michael :-{| “If you tell a big enough lie and tell it frequently enough, it will be believed.” ― A H

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UncannyValleyWoods

335 posts in 561 days


#5 posted 09-13-2013 08:32 PM

Yeah Crank, California has nothing on good Southern TN folks. I’m originally from Mississippi…still haven’t figured out how to communicate with folks out here…I guess.

-- http://www.etsy.com/shop/UncannyValleyWoods

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JayT

2445 posts in 908 days


#6 posted 09-13-2013 08:35 PM

Forgive the ignorance, but are Woodcraft stores all independently owned franchises or are there company stores?

It always amazes me how much difference a good manager/owner makes in how a store runs. The attitude of the employees is almost always a direct reflection of the boss.

-- "The American Republic will endure until the day Congress discovers that it can bribe the public with the public's money." Alexis de Tocqueville, 1835

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UncannyValleyWoods

335 posts in 561 days


#7 posted 09-13-2013 08:41 PM

To be fair, I think that these stores are independently operated. There was a guy who used to work at that particular woodcraft who was awesome. I came in one day and saw this tiny oriental lady tearing him a new one over something really dumb. Dude just stood their and took it like a boss. I thought she was a customer, but it turned out she owned the franchise. Never saw that guy working in there again.

Even if they are franchised store, they carry the corporate logo and have to meet corporate expectations. That’s why I listed the store in question.

-- http://www.etsy.com/shop/UncannyValleyWoods

View DrDirt's profile

DrDirt

2505 posts in 2439 days


#8 posted 09-13-2013 08:43 PM

Jay –
WOodcraft are all independent franchises. So it just seems that whoever decided to start the store and lock up that block of real estate in Stanton is not customer focused.

Woodcraft requires a certain population to get a store, and doesn’t allow them to be too close together, to avoid competition.

-- "If we did all the things we are capable of doing, we would literally astonish ourselves." Edison

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JayT

2445 posts in 908 days


#9 posted 09-13-2013 08:52 PM

OK, thanks guys, just curious as to how WC is set up.

UVW, no arguments about what you did or your decision (though from a business standpoint, I understand the no AmEx—royal pain to deal with) and I’m glad you pointed out the particular store that was the issue.

Some people never seem to realize that for a retail business to be successful, you have to focus on customers. They get into a business because it is a good “money making opportunity”. The problem is that if you focus on the money to be made, instead of where the money comes from, you will soon have nothing to focus on as sales dry up.

-- "The American Republic will endure until the day Congress discovers that it can bribe the public with the public's money." Alexis de Tocqueville, 1835

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crank49

3466 posts in 1668 days


#10 posted 09-13-2013 10:31 PM

JayT, even that AmEx thing is not universal.
I own a retail business and the company that processes my credit cards handles any hassle that might be out there.
From my perspective, there is absolutely no difference between AmEx, Visa, Diners Club, Discover, Master Card or what have you. They all cost me about 2.75% per transaction.
I did process some kind of Business Visa once that stuck me for a $19 processing fee. Pissed me off. Was for a $6 charge to put a battery in a watch too. No indication it was any different from any other card till I got my statement a couple weeks later.

-- Michael :-{| “If you tell a big enough lie and tell it frequently enough, it will be believed.” ― A H

View MrFid's profile

MrFid

550 posts in 601 days


#11 posted 09-14-2013 02:28 PM

Sorry to hear about your problems with Woodcraft. Ironically enough, I think it’s sort of the opposite in the greater Boston area. I used to go to Rockler in Cambridge (before I even knew there was a Woodcraft around here), and I got cold-shouldered “salesmen” who didn’t offer much help even when I politely asked a question. What’s even stanger, was that they all seemed bored to be standing around not helping me. You’d think that if you had nothing to do at your job and someone came in who wanted help or even just to talk to you about WW that you’d jump at the chance. Not so.
Then I learned about Woodcraft in Woburn. Although I would not describe all the salemen there as Mr. Personality, they do make an effort and are willing to help you. They might even go look in the back for you to look for something. Also, they seem to have a lot more hand tools there than at Rockler (not sure if they even know what a handplane is over there). Also, FYI, they do take Amex at my Woodcraft.
This info helps me because I know that if I ever come across another Rockler, I’ll know not to run the other way. Maybe you’ll think the same if you ever come across another Woodcraft.

-- Bailey F - Eastern Mass.

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Manitario

2364 posts in 1580 days


#12 posted 09-14-2013 02:56 PM

Life is too short to deal with bad customer service! I think that woodworking stores should be the sort of place where you feel like you can go and pull up a stool and sit and drink coffee at the counter and talk about tools. I’ve been fortunate enough to live in smaller cities where I know the staff by name and visiting the stores almost feel like a social outing.

-- Sometimes the creative process requires foul language. -- Charles Neil

View Gene Howe's profile

Gene Howe

5803 posts in 2125 days


#13 posted 09-14-2013 03:07 PM

+1 Mantario. My sentiments exactly.

-- Gene 'The true soldier fights not because he hates what is in front of him, but because he loves what is behind him.' G. K. Chesterton

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helluvawreck

15965 posts in 1563 days


#14 posted 09-14-2013 03:18 PM

Obviously, you have a right to rant about your treatment. I’ve never heard of the people at Woodcraft near me treating anyone like that. They’ve certainly treated me well at all times. Obviously, not all stores in any chain are going to be equal. There will always be some bad apples and I’m sorry for your bad luck in living near this one.

helluvawreck aka Charles
http://woodworkingexpo.wordpress.com

-- If a man does not keep pace with his companions, perhaps it is because he hears a different drummer. Let him step to the music which he hears, however measured or far away. Henry David Thoreau

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UncannyValleyWoods

335 posts in 561 days


#15 posted 09-14-2013 04:48 PM

Totally agree with you Manitario.

And Crank, you are right about Amex…I just can’t understand, when you have a store that sells such expensive equipment, why would you limit the methods of payment customers may have to purchase said equipment. Even if Amex is a pain in the neck…seems worth it to make some sales. Yesterday, my total with sander, sand paper and some wax was around $150. That’s 150 bucks they let walk out the door. Seems like a poor business decision to me.

-- http://www.etsy.com/shop/UncannyValleyWoods

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