Author Topic: Best way to approach service from ToolNut when shipping has gone wrong?  (Read 6112 times)

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Offline Tad

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Why did I edit my original posting? 

Simply: The service received after posting on FOG was exactly what I'd expect from a premium product dealer.

1. Shane reached out to me shortly after the initial post.
2. He helped me with questions over messaging and provided a tracking number so I could check on the replacement parts
3. He followed up and made sure I was able to install the replacement parts properly
       (Festool does not clearly document which Allen wrench to use for the profile key feather) The FOG posts I found recommend everything from using the included wrench in the TS 55 for changing blades to a Torx T15.  Shane verified on his MFT and replied it is a 3mm Allen wrench - that worked for me perfectly.

In business sometimes things go wrong, I judge a company not only on their pricing but also on how well they respond to customer concerns.  In this regard Shane did a fantastic job in taking a frustrating experience and turning it into a opportunity to build a loyal customer.

Tad
---------------
Original Post Below
---------------

Avid FOG reader, first time poster.

My questions to FOG:

1. is there someone at FestoolUSA to escalate about a reseller?
2. Has anyone else had issues like below with toolnut? If so, any recommendations on resolution?

I was actually surprised by the horrible customer service we've had from toolnut.com. After researching online we thought we'd picked a safe company to do business with.

We placed several orders with them in March.  In one order two MFT/3 tables arrived and the boxes looked quite damaged.

We opened them up and found in one table the guide rail was damaged and one of the long side rails was also damaged.  We emailed toolnut with pictures - zero reply.  So next we called them next business day and instead of shipping a replacement table they said they'd ship replacement parts - not ideal, but livable.  That was a week ago- zero email, no status update since.

Second order we had issue with was a longer guide rail. During the order call - no problem.  After money received suddenly the rail is in back order, two weeks later and we still have no status update or ETA.

Frankly, I'm shocked a reseller can stay in business if they treat customers that spend ~$6000 in one month so poorly.

Thanks,

Tad
« Last Edit: April 12, 2017, 08:14 PM by Tad »
TS 55 REQ, OF 1400, ETS 150/3, CT 26, MFT/3, CXS

Offline Shane Holland

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@Tad,

Apologies for the problems. I work for The Tool Nut and am surprised to read about your experience. I certainly understand your frustration.

Please send me and email or send me a PM with your contact information and the best time you reach you. Someone will call you to get this resolved immediately.

Shane Holland
shane@toolnut.com
« Last Edit: April 09, 2017, 11:12 PM by Shane Holland »
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Offline Shane Holland

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Tad,

Thanks for responding to my PM. I have replied with tracking for the order for the part(s) for the damaged MFT.

Also, I have given you an update on the status of the 3000mm rail.

Myself or someone will give you a call tomorrow to make sure this is sorted out to your satisfaction. Again, very sorry for the bad experience. We'll get this sorted out for you quickly.

Feel free to reach out to me directly in the future if I can be of assistance.

Shane
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Offline Birdhunter

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What shipping company was used?
Birdhunter

Offline Tad

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UPS was used for shipping the damaged MFT
TS 55 REQ, OF 1400, ETS 150/3, CT 26, MFT/3, CXS

Offline Tad

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Just a quick follow up. 

Shane's quick reply - 9 minutes from posting to this forum, then his follow up in email and PM is exactly what I'd expect from a top reseller like toolnut.

Really appreciate it!
TS 55 REQ, OF 1400, ETS 150/3, CT 26, MFT/3, CXS

Offline antss

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Nine minutes   [eek] that's above and beyond.   

Prob. what was necessary given the situation though.  Shane is aces. 

Not sure why you were singled out though.  I had a partially damaged order and needed a new insert am something else I can't recall now.   I just called CS with the particulars and one showed up within the week.

Offline dmccririe

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I have always had good service and response from ToolNut.  My go-to retailer

Offline NVA_WW

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I've only had positive experiences dealing with ToolNut.com.  They have taken my calls and responded to my emails outside of work hours.  That is top notch customer service. 

Although, this type of service is also common with the other Festool dealers on this forum. 

Offline Tad

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@Shane Holland definitely helped with communication.

Looks like everything was on it's way - tool nut simply didn't send any feedback emails with status.  PJ called this morning and we reviewed the situation again over the phone.

Shane, I really appreciate your help in getting information!

Tad
TS 55 REQ, OF 1400, ETS 150/3, CT 26, MFT/3, CXS

Offline Shane Holland

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Always glad to help, Tad. Like I said, feel free to reach out to me directly in the future if I can help you out.

Glad everything is sorted out and on its way. Sorry we apparently dropped the ball with communication but glad it's resolved to your satisfaction.

Shane
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Offline Gwerner

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Really glad to see this got resolved. I've had nothing but great experiences with Tool Nut, almost every Festool I own came from them.

Plus Shane answers my questions at ridiculous times of the night, I really don't think the man sleeps. Or if he does, it's upside down, hanging from a rafter like a bat...

Offline mikeyr

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I had my first shipping issue with Toolnut this past week.  I don't want to say "poor packaging" but some items got lost from shipping box.  I sent Shane a e-mail late Friday night with pictures and he replied  a few hours later at near midnight his time.  I want to know why I didn't get 9 minute turnaround like the OP ?  :)  :) :)

 I got a e-mail from Customer support that the replacement parts will be on their way today.  Toolnut really has great service/support.

 The second issue was my long LR32 rail (the 95" one) was "delayed" by UPS, but that is not a Toolnut issue, it arrived yesterday, box was kind of torn up but the contents were perfect.  I almost bought that long rail locally because I was afraid of shipping issues.
« Last Edit: April 11, 2017, 01:26 PM by mikeyr »
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Offline Shane Holland

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Mike,

Definitely a bummer about the hole getting punched in that box. I guess we all need to start tipping our UPS drivers so they are more careful with our packages. [huh] I mean so they do their job.

My UPS, USPS and Fedex people like to lay packages in front of my garage door. One of these times I'm not going to realize it and back a vehicle over one of them. Not sure why someone would think that's a good location for a box.  [doh]

Anyway, glad everything is getting sorted out with the items that slipped out of the hole in the box. Always hit me up if you need anything. Glad to help.

Shane
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Offline Tad

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@Shane Holland really saved the day.

1. clear message with UPS tracking details
2. follow up discussion with me at all sorts of odd hours to make sure I replaced the parts properly

I happily ripped my first plywood sheets today using my repaired MFT and the massively long rail that arrived yesterday.

Yes, I'll be ordering more parts from toolnut shortly  [big grin]

Tad
TS 55 REQ, OF 1400, ETS 150/3, CT 26, MFT/3, CXS

Offline Shane Holland

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Tad,

Glad you got the MFT profile swapped out and you're up and running. Enjoy the new gear.

We're here if you need any help or have questions in the future.

Appreciate you posting the follow up.

 [thumbs up]

Shane
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Offline TSO Products

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what about calling or writing the owner/President of a non-performing or under-performing supplier?
would you not quickly get satisfaction - or - absent a prompt and satisfactory response, find out for sure you got the wrong supplier?

As a customer don't you have a more effective voice with "the management" then any hardworking and diligent inside staff person would?

Just a thought

Hans
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Home of the GRS-16 and GRS-16 PE Guide Rail Squares -  the MTR-18 Triangle and Work Holding solutions

Offline mikeyr

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now we are going off subject and to be fair, I don't know Shane or who he is or where he is on the ladder at Toolnut, he could be some lowlife employee or the owner but none of that matters.  You have a problem with Toolnut and you talk to Shane and it feels like you are talking to the owner and things get resolved quickly.  That is all that matters.

 Don't worry TSO, I have a few things on my list to buy from you, and if anything goes wrong you will hear from me :)  But first I have a 2 week vacation in France to go on and I know that every time we walk past a jewelry store, I will hear "Oooh shiny...honey, how much did you spend on all those Festool's"  even though she clearly knows the answer on how much.
« Last Edit: April 13, 2017, 12:20 PM by mikeyr »
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Offline Shane Holland

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he could be some lowlife employee

Nailed it!  [tongue]

I just treat the company that I work for like it was my own. Fortunately, Tool Nut has a great team of people behind it. I just get to be the liaison to the forum, but in reality it's a team effort.
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Offline EricT

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I have sympathy for the festool dealers with respect to the mft.  I didn't get mine from toolnut, but that dealer had a tough time shipping me one as well.  Damaged in shipment, just like yours.  They just arent packed well enough, and the profit margin isn't very high so it's hard for dealers to justify repacking them better.  Nice to see this got resolved here, I think festool should ship them out with more protection.  Would save them both cash and reputation in the long run.  Good on Shane for jumping on this so well!

Offline bkharman

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I will be honest here... I have bought from just about every dealer on this site. If I were to get another MFT, I would have Bob Marino send mine. It would be wrapped so tightly that it couldn't escape without about 2 hours and a box cutter!  Plus his shipping wearhouse is about 20 minutes to UPS and FedEx sites and they are another 15 to my house.

I also have a woodcraft that I can head to as well.

Cheers. Bryan.


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Offline treesner

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Recently had a tool not issue as well. Asked to swap out 55 for 75 track with a saw, they said that was fine. After getting off the call and getting the order PDF I followed up to confirm it was the 75 not the 55.. week later I got the 55 holey rail.. emailed them and he gave some bs excuse so i called to talk to the manager who handled the return really well for me and got the correct rail out the same day. Hoping it gets here this week so I can actually use my track saw as intended (not very good without a track)


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Offline Tad

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@treesner, hope you're as happy with the TS 55 as I am after the wait. 

I too switched out my 55 for a much longer rail so I could break down plywood sheets.  Track saw was mighty lonely until my longer rail arrived :) UPS won't ship items longer than 95" so I had to wait patiently for Festool direct ship.

I couldn't believe how much nicer the cuts are compared to the old tablesaw I used to use.  Thanks for the feedback that calling and asking for the manager worked too!
TS 55 REQ, OF 1400, ETS 150/3, CT 26, MFT/3, CXS

Offline Wooden nickel

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Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #23 on: September 12, 2017, 06:41 PM »
I just received my order from festool products/ toolnut.
UPS must have kicked the box from the warehouse to my house in Texas. Systainers and all were cracked, broken and everything loose inside.
Waiting on a response from toolnut.
They were closed when the package arrived.
I thought saving tax and free shipping would be good but now I wonder if going to Woodcraft is better.
I was about to make my second order.
I know it's not toolnuts fault but the down time and aggravation is not worth worrying whether or not UPS can get it to my door without it looking like they beat it with a bat
« Last Edit: September 12, 2017, 06:50 PM by Wooden nickel »

Offline Peter Halle

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Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #24 on: September 12, 2017, 06:56 PM »
I just received my order from festoo l products/ toolnut.
UPS must have kicked the box from the warehouse to my house in Texas. Systainers and all were cracked, broken and everything loose inside.
Waiting on a response from toolnut.
They were closed when the package arrived.
I thought saving tax and free shipping would be good but now I wonder if going to Woodcraft is better.
I was about to make my second order.
I know it's not toolnuts fault but the down time and aggravation is not worth worrying whether or not UPS can get it to my door without it looking li!e they beat it with a bat

Tool nut has gained a reputation here for being a proactive dealer with a customer service department that excels.  They also have normal operating hours as you noted, and they weren't responsible for the obvious damage as you noted.

I realize that on the internet every second matters, but in my lowly opinion it would be a shame to hold them responsible in any way for what you discovered when you saw your packages.

Obviously you can walk into any brick and mortar store buy what they have on hand and that is a great way to try out the tools in person prior to purchase.

Peter
Disclaimer:  I have been involved with the development of some TSO Products.  I have offered thoughts and ideas freely.  I am not paid but I may receive products during the development process or afterwards.

Offline Shane Holland

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Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #25 on: September 12, 2017, 07:07 PM »
@Wooden nickel,

Ugh! Very sorry to hear about the condition of your tools due to poor handling by UPS. We do take precautions to protect the Systainers and tools during transit, but it seems like a couple of UPS drivers are particularly determined to destroy packages.   [mad]

If you need to use the tools immediately, please do so as long as you feel confident there's no mechanical damage to the tool(s) that would cause a safety concern. Our customer service team will be in touch with you tomorrow to get it sorted out.

Feel free to reach out to me personally as well if there's anything I can assist with. I'm available during non-business hours.

Shane
The Tool Nut
shane@toolnut.com




I just received my order from festool products/ toolnut.
UPS must have kicked the box from the warehouse to my house in Texas. Systainers and all were cracked, broken and everything loose inside.
Waiting on a response from toolnut.
They were closed when the package arrived.
I thought saving tax and free shipping would be good but now I wonder if going to Woodcraft is better.
I was about to make my second order.
I know it's not toolnuts fault but the down time and aggravation is not worth worrying whether or not UPS can get it to my door without it looking like they beat it with a bat
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Offline Wooden nickel

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Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #26 on: September 13, 2017, 06:33 AM »
Thank you Shane for the quick response.
I will talk with customer service for the best way to handle it.
I am not posting negatively about Toolnut.
I saw the post and thought I would add the poor service of UPS.
(Not my first experience with UPS leaving broken pieces at my door)

Peter, I think I understand what you are saying.
Like I said- Toolnut is not responsible for the condition of items once it leaves their warehouse.
On the left column you can see that I only have 2 posts and have joined FOG recently.
Most of you have had a decade and thousands of posts.
But that should not make the money I spend any less than anybody else's.
The forum should be positive and have everyone working together with knowledge and information.
I see some people here on FOG are engineers, some well known craftsman, some contractors and some large business owners.
They spend thousands monthly on Festool.
But then there is me (Mr 2 posts),and I imagine a number of others that are just passionate about woodworking and that saves money to be able to enjoy the system Festool has designed.
At a larger cost of course.
But that shouldn't make it irrelevant.
We fill that small void in between.
It still makes for sales, no matter how small.
This makes me wonder how many UPS returns are being conducted from their sad job of handling our packages.
I am bringing this to light so if I see that 5 of my 10 orders, no matter how good customer service is by any dealer, will be broken or damaged by the carrier then my confidence with online shipping may change.
Maybe better to switch carriers.
I did not check if other carriers shipping was offered.
I mean, bottom line is we all want to make stuff with our tools.
Neither the dealer or the customer want to deal with the hassles that carriers produce from poor handling.




Offline antss

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Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #27 on: September 13, 2017, 09:07 AM »
This illustrates the reality of today's marketplace. 

Wooden Nickel - you've experienced the downside of the RISK one exposes themselves to when dealing with mail order, ect...   When you walk into that woodcraft you can pick out and inspect your purchase yourself.  Only an individual can determine whether the savings in time and gas driving to the store are worth the risk of getting a damaged tool , or late arrival, or whatever. 

Many people decide the risk is worth it.  But there are always going to be people on the losing side of the bet.  The shippers are striving to deliver more packages faster because that increases their revenue. They are constantly weighing that pressure against damage claims filed and paid on.  We have to keep in mind that our Festool order while valuable to us , is just a tiny spec of cheap sand in a vast sea to UPS/FedEx. 

Offline SRSemenza

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Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #28 on: September 13, 2017, 09:40 AM »
 @Wooden nickel

       Hi,

    Welcome to the forum!  [smile] I see that you joined in August. Glad you are using the forum to research your purchases. As you note above there are a wide variety of Festool users on FOG including many hobbyists and (Mr. 2 posters  [smile] ) which brings in a wide spectrum of useful info. I don't think anyone is discounting your order or relevance due to either of those things.

   That is an unfortunate shipping experience. It is good to see thoughtful posting about it rather than just a casting of blame and complaining. 

   Seth

Offline RKA

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Re: Best way to approach service from ToolNut when shipping has gone wrong?
« Reply #29 on: September 13, 2017, 10:55 AM »
@Wooden nickel
If this is a unique occurance with deliveries at your location, I would just write it off.  If it happens regularly, it might be an issue with your local UPS branch, and yes, then I would avoid it altogether and either use a different shipper if the retailer provides that option or shop local.  Adding to this issue is that Festool doesn't really pack the contents into these containers with the abuse of shipping carriers in mind, meaning loose parts are common.  In most cases, it only results in superficial scratches, but extremely rough handling could create an opportunity for more extensive damage.  This is something that bugs me considering what we pay for these tools, even if it only creates cosmetic issues.  But I don't have a local option with inventory that's open weeknights or weekends, so I deal with it. 

Regarding the shipping practices of online vendors, some are better than others.  ToolNut is above average in my view, Amazon is quite possibly the worst.  Bob Marino is a standout in this area.  Every package is packed as if it contained glass.  The better vendors will also add a little bubble wrap inside the systainer to fill the voids that allow loose parts to rattle around.  And the good vendors will also deal with the unexpected without more delay than necessary.  But as you know, if you have a local store, nothing beats a 10 minute drive to get something ironed out. 

As to your comments about being "small fish"...again, with the good vendors, it doesn't matter.  They understand two things, first that hobbiests do spend an awful lot of money.  Second, that someone starting out stands a good chance of spending more over the coming years as they get deeper into woodworking.  I would guess this market is crucial to Festool's growth, even more than people in the trades.  So if the amount you are projected to spend is a motivating factor, it works in your favor.  But honestly, I don't think it matters when you're dealing with a good vendor. 

Anyway, hopefully all this is quickly resolved and you can go back to making sawdust.  Welcome to the FOG!
-Raj

Offline Shane Holland

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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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Offline RJNeal

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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.
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Have you walked your saw today?

Offline JimH2

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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

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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

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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

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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

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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

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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

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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

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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
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