Best way to approach service from ToolNut when shipping has gone wrong?

[bkharman]

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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[treesner]

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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[Tad]

[member=57611]treesner[/member], 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!

 

[Wooden nickel]

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

 

[peter halle]

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

 

[Shane Holland]

[member=65661]Wooden nickel[/member],

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

 

[Wooden nickel]

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.

 

[antss]

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. 

 

[semenza]

[member=65661]Wooden nickel[/member]

      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

 

[RKA]

[member=65661]Wooden nickel[/member]
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!

 

[Shane Holland]

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

 

[RJNeal]

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

 

[jeh]

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.

 

[jarbroen]

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]

 

[Wooden nickel]

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.

 

[Wooden Skye]

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

[/quote]

[member=65661]Wooden nickel[/member]

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

Glad everything worked out well.

 

[antss]

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.

 

[Rudymejia12]

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.

 

[morts10n]

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.

 

[Shane Holland]

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.

[member=2330]morts10n[/member], 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