Grizzly customer service rave/your best service experiences?

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Forum topic by ADHDan posted 10-03-2014 07:56 PM 1048 views 0 times favorited 4 replies Add to Favorites Watch
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800 posts in 2103 days

10-03-2014 07:56 PM

Topic tags/keywords: question

I wanted to share a story and solicit similar stories from other woodworkers. I had a jointer delivered from Grizzly on Wednesday and they exceeded my customer service expectations. The machine was supposed to be delivered between 2 and 6 PM on Tuesday but it never showed up, UPS never called me to tell me what was going on, and by the time I realized it wasn’t coming UPS was long closed. I called Grizzly the next day and spoke to a rep right away and explained the issue. A few hours later Grizzly called me to explain that UPS didn’t know what went wrong, but they arranged for another carrier to deliver it that day with a free lift gate upgrade. Grizzly called later that day and the next morning to make sure I got the jointer.

Then, as I was putting it together, I noticed that the dust port had a hairline fracture. I called Grizzly today to report it and they said they’d be happy to send a new part, I just needed to call back with the serial number (which I didn’t have on hand). That alone would have been sufficient, but a different Grizzly rep called me a few hours later and explained that they didn’t need the serial number for out-of-the-box damage and would ship me a new port today or Monday.

So, what tool companies have given you excellent (or horrible) customer service experiences?

-- Dan in Minneapolis, woodworking since 11/11.

4 replies so far

View distrbd's profile


2252 posts in 2441 days

#1 posted 10-03-2014 09:44 PM

As you all know,things don’t always go smoothly(problems with shipping,damaged tools etc.),and that’s when we should judge a company on how well they take care of their customers.
Since I’m here in Canada I will give my experience with a small online tool company called Jccayer.
I admit their prices are reasonable but god help you if there’s a problem with a shipment, or a product,they first blame you for abusing the tool then find a reason to free themselves from any obligation to you as a customer.

it is nice to hear that there are companies like Lee Valley,Grizzly ,that set a standard for customer service ,if you were to rate Grizzly’s service as a “10”,then I would say JCcayer would be a “1” .so to all those who live up here and love low prices,if you see Jccayer ad,ignore and move on.

-- Ken from Ontario, Canada

View knotscott's profile


8008 posts in 3370 days

#2 posted 10-03-2014 10:06 PM

Grizzly’s CS has been more than fair with me in the past. I’ve also received excellent service from Freud and Rikon.

-- Happiness is like wetting your pants...everyone can see it, but only you can feel the warmth....

View DKV's profile


3940 posts in 2499 days

#3 posted 10-03-2014 10:36 PM

Lexus…nothing better.

-- This is a Troll Free zone.

View AandCstyle's profile


3050 posts in 2252 days

#4 posted 10-03-2014 11:57 PM

Lexus…nothing better.

Based on my experience, it depends on your dealer and your service rep. I used to have a great service rep, then got a slug and now have a new one. The slug constantly over promised and under performed, then apologized profusely (but never improved) and offered freebies, but I just wanted my car when promised. Time will tell with the new guy.

-- Art

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