Replies

1. 
   jim | Jul 19, 2004 05:21pm | #1

   I have always found the best way to get a sellers attention is to dispute payment with  your credit card company.  A post here helps. Good luck.

1. 
   darbywoods | Jul 20, 2004 06:49am | #8

   What I have done is call the corporate office and ask for the "office of the president".  you will get an administrative assistant and tell them what your issue is.  have all the data available,

   your name

   account number

   order number

   your issue.

   who you spoke to and when at the call center.

   and tell them what you want.  you need to be reasonable.  I think in this issue you are.

   This has worked for me many times when I feel I have been done wrong.  The most important thing is to be reasonable in the issue.

   David

   http://WWW.Darbynwoods.com

1. 
   jim | Jul 20, 2004 03:45pm | #9

   Hey, the only thing I ever purchased from Grizzly is 5" industrial castors, I was satisfied.  I was just suggesting a possible solution.

   Jim

   '

1. 
   darbywoods | Jul 21, 2004 02:14am | #10

   Jim I agree with you on disputing the charge, but then you have a bunch of people who send in paper work as there job.  If you call and ask for the president then something may be done to fix the problem.  In the end, is that what we all want.  a good company, with good products at a good cost.  by definition that what grizzly rep is.  by just disputing the charge nothing will be done.  in the end what will happen is to to the charge is on a mopo(mail order/phone order) the charge will be credited to your account for 30 days.  grizzly will send in a pod from ups and then it will go back on your cc.

   before I did the woodworking business I was involved in a 5 billion $ retail company in their delivery network in a corporate management job.

   Just remember that in retail that you will loose customers over poor service, but the ones who complain are the ones who want to do business with you in the future, but you have to show them you want them back.    It costs 10x the amount to get a replacement customer then it does to keep the ones you have

   David

   http://www.darbynwoods.com

2. 
   forestgirl | Jul 19, 2004 06:28pm | #2

   This report contradicts most that I've heard about Grizzly customer service, and certainly differs from my experience with them.  If there are no compromising details missing here, you need to get a supervisor on the line and work your way up until you get things straightened out.

   I would suggest you make a dated list of events:  when you ordered, received the order, called about the mistake and received your pick-up number, etc., etc.  When you call, stay calm, ask to speak to a supervisor in customer service, write down names as you go and stay calm.  Outline to each person exactly what has occurred and get them to do the pick-up order again.

   Again, I will emphasize, I have had excellent CS from Grizzly (they even waived the restocking fee on an item that I had screwed up on).  Your experience is an exception to the general rule, and you should be able to get it straightened out.

   forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)
   Another proud member of the  "I Rocked With ToolDoc Club" .... :>) 

1. 
   nicobie | Jul 19, 2004 07:29pm | #3

   Thanks both of you for the good advise.

   I've never gone the credit card route before, never had to. I suppose there is a first time for everything. I don't want to spend too much time on this as the disputed amount is only about $15.

   If Grizzly makes good on this, I'll be sure to post about it. 

1. 
   AlanWS | Jul 19, 2004 10:22pm | #4

   Credit card companies have a lot of clout with mail-order retailers. You probably don't want to hang out on the phone all day, so you can just write a letter, detailing the entire history and everything about the transaction. Include dates, what you have in writing, etc. Specify what you expect will happen. Then send the letter to BOTH Grizzly and to the credit card company. You don't need to accuse anyone of anything but a mistake. In my experience, this works.

3. 
   IanC | Jul 20, 2004 12:44am | #5

   I'm pretty cheap so I'd be using the toll free number listed on their website -800-523-4777 or contact them online.  No way I'd pay for a call. 

4. 
   Alan | Jul 20, 2004 01:54am | #6

   nicobie,

   What ForestGirl said.

   Sometimes you have to play the corporate game.  Remember that the rules are opposite from what you might expect.  The most important rule to keep in mind is that everyone in the firm has the authority to say "no"; to get anywhere you have to keep demanding--politely of course--to speak to the next level person, the "supervisor" of the person you're talking to.  The idea is to keep asking to speak to the next higher-up until you get someone empowered to say "yes."

   Also, and this is very important, make sure you get the name of each and every person you talk to.  Make that your first priority.  The first thing you say is "what is your name?" and write it down.  Keep track of the date and time too.

   Also jot down the basics of your conversations with everyone.  If you wind up having to write a letter (this is rarely necessary) it is very persuasive if you can document the frustrating experience you have had.

   Alan (going on WAY too long)

   
   

   ---

   Edited 7/19/2004 8:18 pm ET by Alan

5. 
   Bobng | Jul 20, 2004 02:20am | #7

   Get to the their Top management. While I've had real good results from Grizzly CS I've found in other cases the higher in management you can get the more results you'll get.

6. 
   bones | Jul 22, 2004 02:19pm | #11

   I am a newbie to Grizzly, but the dealings I have had are very positive. When I get customer no service from a company, I kick it up to management. Like forest girl said stay calm. People lose credibility when becoming angry on the phone. I have been known to go a couple of levels to get my problem solved. If that fails, you can challenge the charge with the credit card company, but I doubt that would be necessary. Just to be safe, check the terms of challenging a charge on your card. Most are 30 day's from date of statement, but can vary state to state.  Good luck, and let us know how it is resolved. 

7. 
   jackplane | Jul 23, 2004 06:44pm | #12

   In the meanwhile, why not buy some dryer vent hose? A 15 dollar DC hose shouldn't cost you to lose several days wages.

1. 
   forestgirl | Jul 23, 2004 06:55pm | #13

   Doesn't hold up very well, does it, under the stress of a dust collector?forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)Another proud member of the  "I Rocked With ToolDoc Club" .... :>) 

1. 
   jackplane | Jul 23, 2004 07:30pm | #14

   Not as well, but then it's only temporary.