From their website and for the record:
“Returns: Should you decide to return an item(s) for any reason be it for refund, exchange, or warranty please contact our Customer Service Department at (570) 546-9663. They will take you step by step through the process. Returns for refund or exchange must be within 30 days of purchase. Original shipping and handling charges are not refundable. All returns must be in original packing, unused, and in resalable condition. All returns are subject to a 10% restocking fee and merchandise must be shipped to us prepaid.”
Edited 10/31/2005 11:51 am ET by TaunTonMacoute
Replies
TaunTonMacoute,
Thanks for posting the policy. And Grizzly sticks to it, at least in my case. The problem is, if you simply want to return a Grizzly machine, you can be out a significant amount of money.
I was quoted the same policy when I reported problems with my $200 Grizzly drill press. Since a few of the many defects appeared after the 30-day period, my options were limited. But I would have had to pay about $70 to ship it back, and I would have lost my original $62 shipping, plus I would have had to pay a $20 "restocking fee." All told, it would have cost me $152 to return a $200 drill press.
I think any logical person can see why this would be frustrating!
By the way, can anyone explain the logic of "restocking fees"?
Of course, there are costs involved in receiving an item back into inventory but, that said, and after having worked for concerns who charged re-stocking fees, their main function is simply to discourage returns, or "adjust the return to sales ratio to a more manageable quotient." Once it goes out the door it does not need to come back.
Unfortunately there are some people who believe the ability to return a tool means a free rental. Thats the rationale on the part of the manufacturer.
It is often not applied if the return is for a manufacturing defect since it then becomes clear that the customer is not trying to pull a fast one. But its also true that discounters are the most likely to enforce the "policy" stringently, because their pricing has build in less allowance for returns and warrantly service.
Steve,
I can see that. Sometimes, when I go to Home Depot, the line of people returning stuff is longer than the line of people buying stuff. Also, you can keep a tool for 90 days, then return it for no reason at all.But Grizzly has that clause that says you don't get your original shipping charges returned, plus you have to pay return shipping. I would think that policy helps cut down on the "unofficial rental" crowd?
Of course it would.
I actually work for HD and in our store the restocking fee covers the additional cost of things such as but not limited to paperwork on the return (time spent=$), and to offset labor costs for things as additional time for the employees to have to either restock or return to a vendor.
qtsam2,
I have never been charged a restocking fee at Home Depot. Whenever I have had to return things there, I get a full refund. (I assume HD means Home Depot?)
I should have clarifed, you are correct sir, but when we "special order" (anything not in stock) thats when it applies. Even then to satisfy the customer we sometimes waiver the fee anyways.
You don't have to call me sir! We're all equal in cyberspace!!
That may be their policy but they will work with you to resolve any problems with damaged equipment. Their have been cases described here that Grizzly picked up damaged equipment and sent out a replacement ASAP. Great C/S in IMHO.
http://forums.taunton.com/tp-knots/messages?msg=16705.4
Life is what happens to you when you're making other plans .
Jerry,
You wrote this:
"they will work with you to resolve any problems with damaged equipment."Yes and no. They will "work with you," but what does that mean exactly? Well, it means you may have to pay to ship the item back to Grizzly, and you will be out your original shipping costs. Plus you may have to pay an additional 10% "restocking fee." This is the case, even if a machine is defective/damaged.This is what I learned, the hard way.
TaunTonMacoute wrote:
What is missing from this return policy is if the material is being returned because of defect or an error on the part of the seller. Whatever the policy is, it needs to be fair for both parties. I pulled out a catalog from another mail order machinery supplier that I deal with and this is what their policy is regarding returns and repairs (ENCO);
My experience with Grizzly is that they can and will do the right thing, you just have to push them hard to do so and only by forcing the issue up the food chain. Contrast with with my experience with ENCO who, on one occasion, partially shipped an order but charged the entire total to my credit card. These items were being shipped from two different locations. After 2 weeks wait, one call to the CS rep, they checked into it and could not find that they had ever shipped the balance of the order. They 2nd day shipped the replacement to me and credited back the shipping charges with an apology for their oversight. That is way more than fair and something that I didn't even ask for. The difference in these experiences (and policies) is night and day.
I believe that a lesson all of us can learn from the many posts surrounding this subject, is to read and understand the return policy before ordering. I have not done this routinely in the past but, thanks to the experiences of others posted on this forum, will do so in the future.
Steve
Steve,
Thanks, you just stated very well a lot of the central points I have been making. It's up to the customers, but it is also nice for people to report their experiences so potential customers are alerted to what might happen. Simple!
I've had to return something to Grizzly once -- the motor cover they advertised for the 1023 didn't fit my 1023 saw. I showed Grizzly how this was due to their mistake in advertising.
Grizzly refunded me the shipping charges, besides providing a full refund. I treated them professionally, and they responded in kind. I've found that they aren't perfect (who is?), but they usually represent a good value and are decent people to work with.Recommending the use of "Hide Signatures" option under "My Preferences" since 2005
Pondfish,
I agree that Grizzly reps are "decent people," but unfortunately I did not get the kind of customer care a lot of Grizzly fans rave about when my machine was defective and had missing/damaged parts.
I don't doubt that you did. But the exception is never the rule; overall, Grizzly seems to do OK for the majority of customers. Your experience (and some of my own) show merely that they aren't perfect, but neither are they a disaster.
One of my experiences with Grizzly is that I talked to three people before I found someone who understood the arcane problem I was having. It took some effort on my part to keep calling/writing, but Grizzly did respond by escalating the problem until it was solved. Perhaps you gave up too early, because expectations were high. Then again, we'll never know now, will we?Recommending the use of "Hide Signatures" option under "My Preferences" since 2005
Pondfish,
Of course, the exception is not the rule. However, the exception is worth considering, because you never know if you will be a customer who falls into the rule or the exception category! If you're the exception, and you get a lemon, it doesn't make you feel any better to know that lots of other people are happy.You wrote this:
"Perhaps you gave up too early, because expectations were high. Then again, we'll never know now, will we?"Well, this is your opinion. In my opinion, a year trying to solve the problems of my Grizzly drill press was enough time. For some people, no matter when I got rid of the machine it would have been too soon. Also, my expectations were pretty simple -- either deliver a machine that does not have lots of defects, or failing that, take the defective machine back without charging me lots of money.
My experience with Grizzly is that they can and will do the right thing, you just have to push them hard to do so and only by forcing the issue up the food chain...
Do you find this acceptable? Do you think that they intentionally make it hard, or are they just naturally obstinate or stupid?
Edited 11/1/2005 9:47 am ET by TaunTonMacoute
I really don't find this acceptable but it is the experience that I had (details on another famous thread). I don't believe that it is intentional nor do I believe that they are obstinate or stupid. I believe that it is probably the guidance that Grizzly management has provided to their CS employees. They are provided written guidance about how to handle issues and when a situation exceeds those boundaries, the employees default to what their managment has dictated and don't necessarily voluntarily elevate it themselves. Unfortunately, this had to be pushed up the chain at my insistence. That said, I would not want the job of a CS employee at any of the mail order companies - I probably don't have the right people skills.
Steve
I don't think they are stupid. Quite the opposite, actually. I think they know exactly what they can and cannot do while still maintaining their desired image.A customer service rep wrote in the "trade drill press discussion" a little while ago. He admitted that several customers fall through the cracks under their mail-order system. Well, if you happen to be one of those customers, as I was, you'd better not try to share your experinces here on Knots! There's a cadre of attack dogs ready to jump all over anyone who criticizes this company. There is some kind of promising image that these customers defend very strongly. Even those who own just one Grizzly machine, or even none!Not many companies can gain this kind of following. That's no easy task. It takes business smarts.It's a strong image. I know, because I wanted to believe it myself. That's why I bought one of their machines. It's too bad it didn't work out.
Edited 11/1/2005 7:27 pm ET by MatthewSchenker
Bump.
Grizzly's policy, as has been pointed out , is not that different than others. But the hassle and cost of shipping back a sizable machine causes me to buy locally where available. It has been much easier for me to return defective stuff to my local Woodcraft than to save a few dollars mail order. The shipping costs far outway the savings and the quality of manufacture today suggests to me that one could as likely have a problem as not.
awarrenj,
Yes, my points exactly! I guess it took a new thread to have a reasonable discussion about this topic.However, not all mail-order companies have the same kind of policy. Some do not charge shipping either way when there's a problem, some allow refunds or exchanges for longer than 30 days, some do not charge a "re-stocking" fee, and some just have a better manufacturing record. All this needs to be considered when choosing mail order.PS:
A word of caution -- Forestgirl, Glaucon, and AlanMikkelsen are going to think you're my alter ego! They already think that TaunTonMacoute and I are the same people.
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