I want to share an experience I just had with Woodpeckers customer service.  I do this with the permission of the customer service agent involved, Mike.  A disclaimer is needed here:  I have no monetary or financial interest in their company, other than the fact that over the years, they have gotten a lot of my money, none of which I have begrudged spending.  They recently advertised a sale on a Padauk project pack.  I am planning a small table built from Padauk, legs probably walnut, not sure about the aprons yet.  I went on line and ordered the project pack.  When it arrived, it was a beautiful selection of wood, with the exception of a split in the best piece.  I emailed their customer service with a description and pictures of the split, not knowing for sure what their response would be.  I received an email from Mike giving me my choice of a refund, or another project pack of Padauk.  I opted for another project pack.  Mike replied that he would have another pack shipped to me that same day, no shipping charges, and no charge for the wood.  How great is that!  There is no "but" to this story.  The second pack arrived, again with a beautiful selection of wood, and without any splits.  I can't say enough good things about Woodpeckers.  Yes, their tools and one-time-tools are a bit pricy, but worth every penny in my opinion.  I invited Mike to check out our web site, and he said he was interested in doing so, as he is a woodworker also and always ready to improve his skills.

 

This is the split board.  Looks like it followed the grain.  As I told Mike, it was not totally useless, but would not work for my currently planned project.

eh, little duct tape, it'll be fine.  they make Zebra print stuff now!

Now that is some great customer service!

 

Be looking forward to having Mike around.

Nice to hear about Woodpeckers.  I've had similar good vibes from a few other companies as well.  For some project I'm not exactly sure about I bought a 50ct box of stainless steel hex nuts from McMaster Carr.  On a bored pandemic day whim I counted how many were in the box and only found 49.  Double checked the floor around my desk and never found another. Sent support an email.  Not that I was really upset, but just to let them know.  Two days later another 50ct box arrived with an apology.  I'd have been delighted with just one more nut, and was content with the original 49.  It may have been the weight of the box, or my whim trigger, but I had to count the new box. Sure enough this one had only 48 nuts in it. 

OK. Now I have far more nuts than I needed. I couldn't resist just one more email to support with a Thank You and a suggestion to check their source for those nuts as clearly they hadn't been getting full boxes.   

4D

i've had good experiences with Rockler too.  part ordered, part arrived, oops, missing something.  phone call, missing part arrives shortly thereafter.

 

amazing what you can get done if you are kind and patient, and not grouchy and mean.

4 hours ago, 4DThinker said:

Nice to hear about Woodpeckers.  I've had similar good vibes from a few other companies as well.  For some project I'm not exactly sure about I bought a 50ct box of stainless steel hex nuts from McMaster Carr.  On a bored pandemic day whim I counted how many were in the box and only found 49.  Double checked the floor around my desk and never found another. Sent support an email.  Not that I was really upset, but just to let them know.  Two days later another 50ct box arrived with an apology.  I'd have been delighted with just one more nut, and was content with the original 49.  It may have been the weight of the box, or my whim trigger, but I had to count the new box. Sure enough this one had only 48 nuts in it. 

OK. Now I have far more nuts than I needed. I couldn't resist just one more email to support with a Thank You and a suggestion to check their source for those nuts as clearly they hadn't been getting full boxes.   

4D

This story is just plain nuts 4D

Great story to hear @PostalTom. Glad you posted it. Looking at the split, I'd guess it wasn't ready visible when they packed it but shipping, handling and perhaps climate conditions caused it to open.

 

BTW, good to have you posting up again. Trust all it well? Looking forward to following this new project.

Good to hear. 

 

Lee Valley sent me my order of two squares; I did not like Item 17N1658, Bridge City Pocket Square; weak magnet (I lose things), sliding steel fence does not sit flush, and the deal breaker, Hecho En China (thought it was Canadian). 

 

A phone call later, I'm educated in their policy. FREE return, 100% refund. And info on product sourcing.

 

Next order I will be including the Item 05N5410, Veritas 1 1/2" Pocket Layout Square.

10 hours ago, 4DThinker said:

On a bored pandemic day whim I counted how many were in the box

When I thought my half-pound of artisanal feta in brine was light, I weighed it. Yep, .5 oz light. The vendor's employee at one particular market seemed detached, disinterested. My thinking was FRAUD that an outside vendor may have been packaging all of the cheese for the farmer. And making each tub light ... An extra $10 here and there . . . Nope, the farmer packs it, said it is "about" half a pound.

 

Went back to the web site, and all of the descriptions now matched his "about half a pound" wording (they had changed some but not all). Offered free cheese, but didn't want to claim it, be seen as that guy who weighed the cheese. 

I've dealt their CS (Woodpecker's) a couple of times and the response has always been as good as you can expect. While I often cringe at their prices, they do take care of their customers.

Thanks for posting up PostalTom

I hope Mike comes on board with us.

12 hours ago, Grandpadave52 said:

BTW, good to have you posting up again. Trust all it well? Looking forward to following this new project.

Thanks Dave.  Yes, all is well with me.  My kids though?  Still a work in progress.  Maybe by the time they turn 50.  I have a project for my BILIL (brother in law in law, my SIL husband) before I can start on the Padauk table.  I'll do a running PIP when I do start.

11 hours ago, Woodman said:

but didn't want to claim it, be seen as that guy who weighed the cheese. 

Could be worse, could be seen as the guy who cuts the cheese.