Aussiephil
7th September 2020, 06:49 PM
Why is customer service so damn hard these days? or should i have known better?
This is a bit of a rant about Sydney Tools and what seems to be a total lack of real customer service.
As part of building some new work benches i've decided to build some basic draws out of some spare 1/2" ply and use my nice new Kreg system to put them together (with some glue). Actually bought the mini jig to use with 3/4" (19mm) screws that were becoming available...
Now here's the "i should have known better" .... I was surfing the Sydney Tools website and they showed them orderable with no special conditions etc so i popped into one of the local branches just in case they had them on the shelf.. ooops definately should have known better, wasted trip so thought ok i'll order them for pickup and they will transfer them to the local store.
Now it took a few days for the local store to ring and leave a message that they had no stock and that they would need to order and they might need to get a min order so could have a delay.... mmm not a drama been in retail understand this.
Order initially placed on the 30th July and paid for..
Three and half weeks go by with no info, no updates and no change to order status so i ring the local branch and had what seemed like a great conversation and found out that all Sydney Tools do is order them from Carbatec when they need to... they checked and found Carbatec had three in stock and they would ensure that stock arrived last week.
Well last week has been and gone and no idea if i'm getting my order so went on line and started an online chat to ask that a manager call me, this was at 10am this morning and nothing.
Carbatec is as of this afternoon now showing no stock available as i was just going to order direct from them.
love them or hate them but Amazon/Ebay/Dell/Mouser and some other big guys have shown what constant order updates look like and very very few Aust sellers seem to have learnt the lesson.
Rant off.....
I know it's $39 and i should not have cheap skated the freight but seriously if your going to offer in store pickup especially in these times then some game lifting seems to be in order.
This is a bit of a rant about Sydney Tools and what seems to be a total lack of real customer service.
As part of building some new work benches i've decided to build some basic draws out of some spare 1/2" ply and use my nice new Kreg system to put them together (with some glue). Actually bought the mini jig to use with 3/4" (19mm) screws that were becoming available...
Now here's the "i should have known better" .... I was surfing the Sydney Tools website and they showed them orderable with no special conditions etc so i popped into one of the local branches just in case they had them on the shelf.. ooops definately should have known better, wasted trip so thought ok i'll order them for pickup and they will transfer them to the local store.
Now it took a few days for the local store to ring and leave a message that they had no stock and that they would need to order and they might need to get a min order so could have a delay.... mmm not a drama been in retail understand this.
Order initially placed on the 30th July and paid for..
Three and half weeks go by with no info, no updates and no change to order status so i ring the local branch and had what seemed like a great conversation and found out that all Sydney Tools do is order them from Carbatec when they need to... they checked and found Carbatec had three in stock and they would ensure that stock arrived last week.
Well last week has been and gone and no idea if i'm getting my order so went on line and started an online chat to ask that a manager call me, this was at 10am this morning and nothing.
Carbatec is as of this afternoon now showing no stock available as i was just going to order direct from them.
love them or hate them but Amazon/Ebay/Dell/Mouser and some other big guys have shown what constant order updates look like and very very few Aust sellers seem to have learnt the lesson.
Rant off.....
I know it's $39 and i should not have cheap skated the freight but seriously if your going to offer in store pickup especially in these times then some game lifting seems to be in order.