It seems that there are more posts about complaints than successes. This is a success.
Yesterday, my order from Lee Valley arrived about 6 PM CST. One of the items was missing. I called the 800 number; it was about 7 PM EST. The sales person quickly confirmed my identity and the order and transferred me to customer service. That person quickly confirmed that indeed the item had not been shipped and guaranteed that it will be shipped first thing the next day.
The real surprise is this: the fact that it had not been shipped was confirmed because the order weight was slightly low …. by one ounce! Now that is a really professional system!
Replies
I've only ordered from Lee Valley once but I was also impressed with the service. It was a pretty big order...most of the hardware for new addition including a kitchen and bathroom. Person on the other end of the line knew the poducts. Everything was in stock and shipped out right away. The order arrived in just a few days. With other companies, it doesn't always go so smoothly.
ChipTam
If you think that was surprising, wait til you ever return something to them. They actually refund your shipping charges as well - even if the reason you're returning something was because you ordered the wrong size/wrong item number/too many/etc. Their return policy is clearly stated but who reads all that fine print. It's a bit of a shock the first time your shipping charges get refunded.
Waddaya mean it wont fit through the door?
Grizzly refunded the shipping charge for me on a set of jointer knives, which I returned because I'd ordered the wrong knives.
LV had a trio from the " National Arts Centre" playing in the Ottawa store today
not to bad considering its a hand tool store
Have bought many things from L.V. over the years. I am always supprised at how well they package everything. Bought some Bessy clamps, must have been a bear for the man to handle, but no damage to anything except to one plastic end, no loss and the clamps still do what they are suppose to do. Great company to deal with.
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