Author Topic: Best way to approach service from ToolNut when shipping has gone wrong?  (Read 5579 times)

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Offline Shane Holland

  • Festool Dealer
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    • The Tool Nut's Festool Store
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #30 on: September 13, 2017, 11:00 AM »
We've reached out to Wooden Nickel to get this resolved and it's in progress.

Being a small business and knowing what it's like to be a small fish in a big pond, we treat every customer as if they are our only customer. Doesn't matter if you make one small purchase or order every week.

We do put additional packing materials inside of Systainers to lessen the likelihood of anything getting jostled around during shipping. Even with extra packaging inside and outside of the Systainer, stuff happens sometimes that's outside of our control. But we work quickly to remedy the situation for our customers in those very rare instances.

Shane
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Fast, Free Shipping - Festool Trained Experts - Unparalleled Customer Service - No Sales Tax Collected (Outside NY/VA)
Toolnut.com and FestoolProducts.com

Offline RJNeal

  • Posts: 287
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #31 on: September 13, 2017, 11:29 AM »
That's how every business needs to think like. I've been thinking that way for a long time.
Treat ever customer as if their the only customer.
Thanks Shane, for all you do and all you've done.
Rick.
RJN Woodworking
RJN Construction
Have you walked your saw today?

Offline JimH2

  • Posts: 458
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #32 on: September 13, 2017, 11:41 AM »
The best way is to call them directly and not use this form to dirty their name. You can bring it to the forum if they don't resolve the issue to your liking. No matter what you or anyone else thinks the negative publicity (implied or otherwise) for posts like yours does not just disappear.

Offline jarbroen

  • Posts: 1
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #33 on: September 13, 2017, 06:33 PM »
Glad to hear about other happy Toolnut customer.  And that a shipping issue was resolved so quickly.
I've purchased a few things from Toolnut and my wife just surprised me with an OF 1400 from there. 
I noticed they added extra packaging material inside the systainer so the extra parts didn't fly around when UPS did their tumble cycle.
Makes me feel more confident about purchasing such an expensive piece of equipment from half way across the country.
Much more comfortable than ordering from somewhere like Amazon... who doesn't even pack tools in a secondary box.  I ordered a Makita hedge trimmer from Amazon and it came in the store shelf packaging... looked pretty beat up.  It worked fine so I didn't send it back but definitely would NOT order tools (especially Festool) from them.

I'd take this thread as a positive for Toolnut and the other vendors mentioned in the post.  Only downside is I keep getting Toolnut promo emails that make me want to spend money.  [big grin]

Offline Wooden nickel

  • Posts: 4
  • Luck wood have it
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #34 on: September 13, 2017, 06:38 PM »
Slow down there JimH2,
Read all the posts fully.
I feel like I am repeating myself here.
Let's do this again-
Never did I dirty any dealer's name
I saw this thread and added my concern of UPS shipping damage.
It was after hours so I emailed them.
Shane reached out to me immediately, and I spoke with Matthew at Toolnut today.
Both have been great trying to help me.
This situation is not that serious.
Toolnut did put the extra measures of packing in the systainers, but that cannot stop a courier from beating the box senseless.

So to recap:
My post was an addition to thread already started.
Toolnut is NOT at fault.
They have been nothing short of awesome. (No- they did not give me a free sander to say this)
I am getting the shipping issue resolved.
And yes Shane, thank you and Matthew for moving quickly on an issue that was not that big to begin with.
I appreciate all that you are doing.
Will i buy from Toolnut again? Yes I will.
Would i like to kick the UPS driver in the nuts? Yes many times.

I thought the FOG would be getting to talk about Festool products and enjoying dialogue with like minded people.
Some are wound too tight here

I think I'll go make some saw dust.
« Last Edit: September 13, 2017, 06:42 PM by Wooden nickel »

Offline Wooden Skye

  • Posts: 1047
  • My little girl was called home 12-28-15
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #35 on: September 13, 2017, 08:02 PM »

Would i like to kick the UPS driver in the nuts? Yes many times.

[/quote]

@Wooden nickel

One solid kick should do the job, multiple would be a waste of sawdust making time.

Glad everything worked out well.
Bryan

TS 55, (2) 1400 Guide Rails, 1900 Guide Rail, MFT/3, Domino DF 500, 2 domino systainers, ETS 150/3, RO 90, CT 26, (2) OF1400, RO 150. RTS 400, LR 32 set, PS300 jigsaw, 3 abrasive systainers, (2) sys toolbox, (2) sys mini, clamps and other accesories

Offline antss

  • Posts: 1168
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #36 on: September 13, 2017, 08:25 PM »
Perhaps this would have been better discussed if WN started a new topic instead digging up an old one ?

Especially if the intent was to call to light UPS's practices. 

This isn't criticism, just an off the cuff observation.


Offline Rudymejia12

  • Posts: 8
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #37 on: September 14, 2017, 05:07 PM »
I have Bought quite a bit of tools from toolnut. I have had some issues with the shipping and one issue with the actual product (mft damage). Each time toolnut went above and beyond to make it right!! Highly recommend.

Offline morts10n

  • Posts: 173
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #38 on: September 14, 2017, 06:54 PM »
I bought the new Makita 1019L from Toolnut.
I rec'd the saw in about 4 days on the West coast.
Rec'd shipping confirmation email about 5 days after receiving the saw. Weird.

Offline Shane Holland

  • Festool Dealer
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    • The Tool Nut's Festool Store
Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #39 on: September 14, 2017, 08:47 PM »
I bought the new Makita 1019L from Toolnut.
I rec'd the saw in about 4 days on the West coast.
Rec'd shipping confirmation email about 5 days after receiving the saw. Weird.

@morts10n, without getting to deep into the details of how our system work together, I believe that an automated process must not have triggered the email due to an anomaly of some sort.

I suppose you have to admire our quick shipping. You receive the saw before we even shipped it.  [big grin]

But seriously, apologies for the delayed email. Feel free to email me or PM me your order number and I'd be happy to investigate it to see what might have caused the email to be delayed.

Enjoy the new saw!

Shane
Buy Festool Online" class="bbc_img
Fast, Free Shipping - Festool Trained Experts - Unparalleled Customer Service - No Sales Tax Collected (Outside NY/VA)
Toolnut.com and FestoolProducts.com