Mad at the tool nut - RESOLVED

[Drich]

I was all excited when I saw Shane's posting on the blades. I ordered a new dado set as mine was old and did not cut well any more. Placed my order and all was good I thought till I get a email saying sorry we messed up and no blade for you. They should honor the deal in my mind. When had a deal and they broke it. Shane is great to deal with but they should make it right. Had to vent some. May try another dealer for my lathe purchase coming up.

 

[Shane Holland]

Dan,

As we discussed on the phone just now, we will make this right for you.

This one is totally on me. I implemented some new software to synchronize inventory between the website and our fulfillment system. Instead, it continually added one back in stock on the website all weekend in error. So, inventory got messed up unfortunately.

Shane

 

[bobfog]

Don't know about the US, but UK law clearly states no order is legally binding until you get an email confirming the order you placed online has been accepted. This is to protect retailers again errors with mistyped prices, incorrect stock levels, etc. It happens from time to time, it's annoying, but sometimes these things happen.

 

[peter halle]

Sorry OP, but what a crappy way of handling things.  ToolNut, great way of stepping up to the plate.
Honest mistakes happen.

Peter

 

[PA floor guy]

Ive dealt w Shane numerous times, and he is a true professional, he always took care of every single detail.  Great guy to deal with. Keep up the good work Shane!!

 

[Drich]

Wrong place wrong timing, I was having a bad day had to vent. Shane is top notch. We talked and all is good. It was shocking to get that phone call a that fast.
Thanks Shane and the tool nut for stepping up and taking care of business.

 

[Holzhacker]

I just ordered a Grex from toolnut the other day because of Shane and their FOG support.

 

[Shane Holland]

I just ordered a Grex from toolnut the other day because of Shane and their FOG support.

Thanks for the order. It's been a few years since we first met in person at Festool HQ. Glad that I'm still able to be of service.

Wrong place wrong timing, I was having a bad day had to vent. Shane is top notch. We talked and all is good. It was shocking to get that phone call a that fast.
Thanks Shane and the tool nut for stepping up and taking care of business.

Dan, glad we got it sorted out. Always feel free to reach out if I can help with anything. Thanks for giving me the chance to fix this.

 

[jeh]

Another example of publicizing/shaming a company on FOG before making an effort to get it resolved. Not a good way to operate. In this case did you really think Shane was going to stiff you?

 

[semenza]

Let's not go nuts here. The seems to be amicably resolved at this point.

Seth

 

[sancho57]

We need to go get a happy meal

 

[Holmz]

Another example of publicizing/shaming a company on FOG before making an effort to get it resolved. Not a good way to operate. In this case did you really think Shane was going to stiff you?

They both have resolved it in a gentlemanly way.
Everyone can have a bad day, which [member=42176]Drich[/member] acknowledged, and the feedback about when a customer is unhappy is potentially important for Shane to know.

For the rest of us, or at least for me, they have both moved from a negative to a positive here.
So instead of being publicly shamed, the whole thing has been publicly [member=6555]Shane[/member] 'd , and to great effect  [wink]

Both of them are behaving in a way that I appreciate.

 

[mike_aa]

I'm really glad to hear that this was worked out for Drich. 

I asked the question about the order cancellation of the dado sets on another thread, and [member=48572]Shane Holland[/member] explained the mix-up and graciously apologized there.  That was the end of story for me, but now I'm confused.  Based on what was said earlier in this thread about "making it right" I'm now wondering if there is some resolution that is being offered?  If so, what is it and will it apply to all the customers who had their orders cancelled?

Thanks, Mike A.

 

[Shane Holland]

[member=30413]mike_aa[/member]  PM sent.

 

[mike_aa]

Thanks [member=48572]Shane Holland[/member]

I was happy with the apology you gave, but thanks for going the extra mile to resolve this for me.

Safe Travels, Mike A.

 

[Mdr6407]

I've purchased upwards of $25000.00 worth of products from them over the past 4 years and only ever had 1 problem which was resolved very quickly. They are great to deal with! Thank you Toolnut

 

[TheMarvelousOne]

+1 on Shane being great and he's always been super helpful!

 

[seavee]

I got the same email. I called and told I'm was out of luck. I even waited 5 days for  my refund  to finish processing.  I guess  Shane picked and chose who he made good with.

 

[Cheese]

I got the same email. I called and told I'm was out of luck. I even waited 5 days for  my refund  to finish processing.  I guess  Shane picked and chose who he made good with.

Not likely...drop him a note. Patience is a virtue... ahem, [welcome] to the FOG.

 

[greg mann]

ToolNut has shown their commitment to professionalism by the simple act of hiring Shane in the first place. I would humbly suggest to anyone that feels they have been jilted at the altar just contact Shane privately instead of airing their grievance here first.