Replies

1. 
   EdHarrow | Sep 26, 2003 05:57pm | #1

   Interesting, interesting.  My historic perspective has been positive, and I've recommended them to any number of people.  Can you provide more details?

1. 
   ChasStanford | Sep 26, 2003 07:28pm | #3

   I sent four emails asking them if it was possible to order one of their frame saws already assembled.  My intention was to give the saw as a gift.  Now, the giftee is certainly capable of putting it together, but I've always thought it to be in bad taste to give a gift in such a state.

   Yep, this is a minor purchase but I've spent beaucoup bucks with these guys.

2. 
   ETG | Sep 26, 2003 06:37pm | #2

   I was surprised to hear you had a problem - I respect them as a small woodworking supply house going against the "giants."  However I just checked their web site and when you click into thier contact screen (they have several option for whom to contact), it opens to an email screen attached to the email software resident in your pc  in my case Outlook Exprersss.  In my case, I never use Outlook - I use email software from my work.  So one day I did open Outlook Express and found dozens of emails that were waiting to be sent - and I was angry at a number of these places because I had requested info.

   I know you can't vocalize your problem right now but I would definitely have someone call them for you - they impress me as a very reputable firm.

   On the other hand, McFeely's who I've bought from a few times did a dirty deal with me.  A half dozen years ago, I had the opportunity to buy concrete screws - #3 Phillips - at half price.  But I was looking to convert more to square drive, so I called McFeely's and asked if they had any intentions of stocking square drive concrete screws.  The "technical person" assured me that they had no intention of doing that and it was a silly idea.  The very next catalogue featured square drive concrete screws.  McFeely is a small shop - I've been there.  Obviously there was (and may still be) a huge disconnect between who answers technical questions and who runs the business.  And they lost my business - local sources now meet my needs.

3. 
   emaillard | Sep 26, 2003 08:17pm | #4

   I had a very positive experience recently. I ordered a Calvo mallet for a gift. I got an e-mail informing me that the delivery time would be 3 weeks since they were out of stock. I replied that I needed it in 2 weeks. They called the manufacturer to get a better time frame and I got the mallet in time. During this process, we exchanged 3-4 e-mails and they were always prompt to respond.

   Eric

1. 
   ChasStanford | Sep 26, 2003 08:54pm | #5

   I don't know what happened in my case.  I'm mad though.

1. 
   b1gcountry | Sep 26, 2003 10:25pm | #6

   I'd just like to say for anyone who cares to read it, that every email I've ever sent them has been answered promptly.

   Tom

4. 
   RANGERP75R | Sep 27, 2003 03:30am | #7

   Charles

      I have been doing business with Highland since 1978. I'm in at least once every two weeks. I have never had a problem during that period. As a matter of fact, just the opposite. I don't use e-mail though. I view e-mail the same as faxes. I see them go in, but I don't see them come out the other end. This leaves doubt as to whether it did.

      Zach Etheridge, an employee for 30 years and a main-stay of the store, it's instructional set-up and web-site; suddenly and to everyone's surprise announced his retirement several weeks ago. This may have a bearing on your situation, as personel had to be re-aligned without prior planning.

      May be a factor, may not. What I would do is call Highland at 800-241-6748 and explain what happened. I would think there would be a reasonable explanation. If not, then I would be upset. Until that time, I will continue to do business with them and expect the same excellent service that I have received for the last 25 years. The same as I recieved last Saturday when I was in the store.

      When I am there Sunday, I will mention that to the appropriate folks and see what response I get. A word of caution: Katmandu and Genghis Kahn (the large store cats) may have gained control of the computer system in the store and dis-rupted service just for kicks. You know how those "wild-eyed southern Tom-Cats" are.. ha..ha..

   Regards...

   sarge..jt

   Edited as I just realized that you cannot probably speak with the operation you mentioned. If you don't have anyone that can call for you, e-mail me and I will be happy to seek the answer you're looking for.... sarge

   
   

   ---

   Edited 9/26/2003 10:57:13 PM ET by SARGE

1. 
   rreeger | Sep 27, 2003 05:44pm | #8

   I was waiting for Sarge to respond!

   I have purchased several items from Highland Hardware, based almost entirely on the recommendations of Sarge here on this forum.  Have never been disappointed.

   RR

5. 
   RANGERP75R | Sep 27, 2003 07:35pm | #9

   Charles

      Spoke with Blair in Highland Technical Dept. this morning. He stated they would not pre-assemble the Bow-Saw and then ship. Reasoning is: It comes packed in a box that is made to protect the individual parts. The Bow-Saw is on the verge of being somewhat fragile if it were to be assembled and then re-boxed in a larger make-shift container. Especially the tension string. Common freight carrier personel don't always treat packages as though there was even a chance of possible breakage. I saw a glass chandelier once that was positioned under about 40 sets of Sears barbell sets. This is not un-common, unfrotunately.

      Alexanderia handles the e-mail at Highland. She is not there on week-ends. I ask if they had computer problems or problems with e-mail. He was not aware and ask several others before he answered. I will call Alexandria Mon. to see if she has experienced any problems. The company I work part-time for gets about 1000 e-mail orders a day. And yep, some peoples computers will kick out for unknown reasons. We take their order by phone and courtesy discount them 10% and throw in free-shipping unless it's truck freight.

      Just our method of saying thanks for being patient with e-mail and fax as it is not an exact science. If I really wanted the Bow-Saw to get to the intended party assembled without damage, I would have it shipped to me. I would assemble it and present it to whomever re-packaged. Then again, if that person put it together, they would have a better under-standing of how the components tie together to work in harmony. Fuel for thought.

   Have a good week-end...

   sarge..jt

1. 
   ToolDoc | Sep 27, 2003 10:16pm | #10

   Sarge: Thanks for keepin us posted on the Highland caper..LOL.. I have dealt with them on a few occasions never had a problem wish I lived closer soo I could visit the store & have a chat with the store Cats..<G>.. You know that one of my major dreams in life is that when I retire IM going to travel from state to state visting all the Great Tool & Hardware stores in America...

   Take Care & have a Nice weekend..        ToolDoc

   Proud Member of the Delta & Klein Tradesman Club & Milwaukee HD Club & Knots Bad Boys & Girls Club..

   A Non ~ Member of the Knots Bandsaw Guru Club..

   Edited 9/27/2003 3:19:40 PM ET by TOOLDOC

1. 
   RANGERP75R | Sep 28, 2003 07:33am | #12

   Doc

      You would enjoy this place. It evoled into a full blown WW store in 1978. They really don't have any hardware. But they do have about everything you can imagine concerning WW.

      For those reading this post that have been to Highland, the original store was directly across the street in a much smaller building. They had a seminar and hands-on room down in the little small dirt basement. The seats in that room was a bleacher built into the side of a slanted red clay wall. I saw Tage Frid and Kresnov there. Those were the days...

   Have a good weekend...

   sarge..jt

2. 
   robert1 | Sep 27, 2003 11:07pm | #11

   I like visiting Highland Hardware as do all of my kids. I bought their frame saw and with a little modification, it works well. I have not dealt with them by email but I have had my share of email problems with other companies. I am old fashion when it comes to ordering or requesting information and prefer low tech (ie phone) solutions. They will have their tent sale next week for any localites that are interested.

1. 
   RANGERP75R | Sep 28, 2003 07:45am | #13

   RB

      You and I both on just calling and talking to a person. I had the answer to the question in about 30 seconds and why they won't assemble. I get some things from Tool-Crib of the North as the prices are right and no sales tax, free shipping, etc. But I call them directly instead of ordering on the net through Amazon. I just prefer the personal touch and voice.

      Yep, got my postcard in the mail yesterday for the Fall Tent Sale. They're giving away a small pocket diamond stone this year. It was a cool wooden mallet last year. I would walk to the store from 26 miles away and change the "kitty-litter" boxes if they would give a "free" Lie-Neilson plane. ha..ha..

   sarge..jt