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Beaver Tools Bad Customer Service

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Forum topic by rockindavan posted 01-22-2014 12:05 AM 852 views 0 times favorited 11 replies Add to Favorites Watch
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rockindavan

285 posts in 1390 days


01-22-2014 12:05 AM

Topic tags/keywords: clamp

I’m not one to whine about companies, but Beaver Tools provided me with a bad enough experience that I thought it was worth sharing.

I started off with the black friday 50% off jet clamp sale. The timeline is as follows:

11/29
I purchased 6-24”, 4-31” and 4-40” I am happy at this time.

12/4
I email inquiring about my order, I haven’t heard anything yet. They say they are out of stock and are on backorder. I question why, this day in age, an internet company can’t keep an accurate inventory of their stock so customers can know if the item they want is actually in stock. A mass email goes out to all the clamp customers saying they are backordered and customers can either keep the order open, get their money back (which was immediately charged), or cancel the order.

At this point I think the timing is a bit coincidental that they are saying this after the sale has ended, and if you cancel, you are not going to find them at that price elsewhere. I choose to keep my order open, with the generous gift of a free tape measure, likely their cost of $1. In the email it stated,
“we will have some clamps to ship out in the next few weeks, but we are completely out right now. As they arrive we will send them out immediately, even if it means that we incur the cost of multiple shipments.”

Side note: A coworker orders some off Amazon on Monday 12/2 and gets them on Thursday 12/5.

12/19
Another email goes out saying they received the 31”. I think, great at least they will send those out, that is what they said. The rest are suppose to arrive the following week.

1/2
I have received nothing. I again inquire and am told the will arrive the next week. At this point I am quite frustrated. First they were dishonest about their inventory and questionable timing about when they informed customer about this, then multiple dates passed when they said they would arrive. Throughout this process they barely mentioned an apology. They mostly blamed the problem on Jet.

1/7
I email them and tell them if they don’t ship by the end of the week, I want double my money back, so I can buy them at the now regular price. Coincidentally they say the will ship that day.

1/10
I receive the clamps, without their free gracious tape measure, icing on the cake. There are some issues with some of the clamps, they didn’t slide well compared to the others. I contact Beaver and the immediately defer to Jet, they said they would follow up but never did. I call Jet and three days later I get replacements, no problem, perfect customer service from Jet.

These days online companies should have two main goals: trust and customer service. I lost all my trust in Beaver Tools and they have poor customer service. Maybe I am being to nit picky, but I can’t in good conscience ever recommend Beaver Tools.


11 replies so far

View Woodmaster1's profile

Woodmaster1

541 posts in 1341 days


#1 posted 01-22-2014 12:13 AM

You are not out of line. I would keep after them for the promised tape measure just on principle. I have complained about less. Service should be number one on any companies list. Loose one customer and it multiplies into many.

View Whiskers's profile

Whiskers

389 posts in 781 days


#2 posted 01-22-2014 02:38 AM

I appreciate this post because before I never order from a company I haven’t dealt with until I google them first looking for posts like this one. Believe it or not, this post will show up in a google of beaver tools. This little practice I am sure has saved me from frustration many times. Backorders are a fact of life sometimes, but getting the run around is not. I’m waiting right now on a backorder from Rockler, but when I ordered the item I knew it was backordered and when they expect it in, but it was on sale. I’ve done this before and Rockler doesn’t always get things in when they expect, but so far the delays have not been excessive. I’ve had 2 orders from Peachtree that didn’t ship right out, the first had to do with them being caught up in inventory or something and when I emailed them they fired the order out that day. The 2nd time was something strange with my bank saying the address on the charge card didn’t match when it should have. Not their fault. Got the issue straightened out and stuff came right away. So, things can happen, but customer service is the key in these situations.

View Whiskers's profile

Whiskers

389 posts in 781 days


#3 posted 01-22-2014 02:42 AM

I appreciate this post because before I never order from a company I haven’t dealt with until I google them first looking for posts like this one. Believe it or not, this post will show up in a google of beaver tools. This little practice I am sure has saved me from frustration many times. Backorders are a fact of life sometimes, but getting the run around is not. I’m waiting right now on a backorder from Rockler, but when I ordered the item I knew it was backordered and when they expect it in, but it was on sale. I’ve done this before and Rockler doesn’t always get things in when they expect, but so far the delays have not been excessive. I’ve had 2 orders from Peachtree that didn’t ship right out, the first had to do with them being caught up in inventory or something and when I emailed them they fired the order out that day. The 2nd time was something strange with my bank saying the address on the charge card didn’t match when it should have. Not their fault. Got the issue straightened out and stuff came right away. So, things can happen, but customer service is the key in these situations.

Sorry for the double post, looks like not all the issues of the last few days been resoled and there is no option to delete a post.

View NormG's profile

NormG

4566 posts in 1758 days


#4 posted 01-22-2014 03:23 AM

I think this is the company my neighbor purchased his Festool tools from

-- Norman

View Manitario's profile

Manitario

2378 posts in 1637 days


#5 posted 01-22-2014 04:04 AM

I have a one strike and their out policy with internet businesses; there are enough other retailers to choose from on the internet that if I don’t experience good customer service from the beginning I go with another company in the future.

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

View iamwelty's profile

iamwelty

234 posts in 1869 days


#6 posted 01-22-2014 11:49 AM

If they don’t have the clamps… they can’t send them out. The pricing was incredible and I am sure the response.was overwhelming. I got 4 clamps from them. Wish i had ordered more. One clamp was defective so I contacted Jet directly. Their response was that their inventory was completely sold out and a replacement clamp would be sent out in April! They are great clamps! I’ll be patient as I got them at 1/2 off… I can’t blame Beaver for running out when they sold the clamps at such a cheap price…

-- There is a fine line between eroticism and nausea...

View jonah's profile

jonah

453 posts in 2052 days


#7 posted 01-22-2014 12:17 PM

The problem isn’t that they ran out of stock. The problem is that they didn’t promptly, politely, and thoroughly explain that fact to all their customers, complete with a realistic estimate of when they’d have stock. If they thought it would be a month, they should have said it would be a month originally. The original poster likely would not have been upset in that circumstance. Only promise what you can deliver.

View Tennessee's profile

Tennessee

1583 posts in 1268 days


#8 posted 01-22-2014 12:24 PM

Whiskers is right about Internet reviews. Most happy people don’t post a review, so you kind of have to count the amount of bad reviews in some sort of educated guess on how many customers they might have on a daily basis.

I kind of disagree with Jonah in that I would add one thing. You said you got the replacement clamps from Jet right away. A co-worker got his in three days, in the middle of your wait. To me, that means this company is running right on the edge, hand-to-mouth with their money. In other words, they keep no inventory to speak of, and that is amplified when they try a sale.
I would avoid this company at all costs in the future.
The old adage in retail, “You can’t sell things if all you got is a bare floor.”

-- Paul, Tennessee, http://www.tsunamiguitars.com

View rockindavan's profile

rockindavan

285 posts in 1390 days


#9 posted 01-22-2014 02:25 PM

I have ordered from them in the past. The order went out without a problem. The real difference in customer service is when things don’t go as planned and how they deal with the issue. If they would have told me an honest timeframe of about six weeks, I would have been a bit irritated, but I realize that there were a lot of clamps sold and Jet can’t just make an infinite amount of inventory. If they sent out an immediate email stating the backorder, I probably would have kept the order open and dealt with the timeframe. My problem is the not getting a straight answer and feeling like I am being lied to.

View brtech's profile

brtech

714 posts in 1676 days


#10 posted 01-22-2014 03:40 PM

Something is even more weird about this.

You might recall that this deal was 50% off and free shipping. It was available direct from Jet and through many of their distributors. I purchased mine through Southern Tool.

My order was drop shipped from Walter Meir (owner of Jet), promptly. I figured that WM had made the same deal with all of their distributors, but apparently not Beaver. I assume you found Beaver from the Jet website – I looked at them also.

WM has it’s problems, but usually they know where their inventory is.

View jumbojack's profile

jumbojack

1221 posts in 1378 days


#11 posted 01-22-2014 04:02 PM

Eleven days is really not too bad a wait for product coming mail order. I know waiting is a drag, but it is a fact of life when dealing with resellers. Getting the run around however is unacceptable and getting gyped out of your tape measure…...well preposterous. I/we need as many tape measures in the shop as possible.

-- Made in America, with American made tools....Shopsmith

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