kick up the rear..... it's tiring waiting for something paid in full for months

Well i suppose it is actually early Feb.....

Got an email from Marika saying the order was filled... basic templated email with no hint of customisation or circumstance.

Then about 4 hours later got 2 emails from a courier company, doing what they were asked i'd say, with details of the shipment and image of the tracking details. I was surprised my very active/aggressive spam filtering didn't get them as I was hesitant to even view them at first.

Upshot is though that the following is happening.
If we are going via SYD i'm guessing that transit time might be above 1-2 days :)


<label class="col-xs-12 col-sm-4 control-label" style="box-sizing: border-box; display: inline-block; margin-bottom: 5px; position: relative; min- padding- 15px; padding-right: 15px; float: left; 188.656px;">To</label>FLYNN,ACT, 2615


<label class="col-xs-12 col-sm-4 control-label" style="box-sizing: border-box; display: inline-block; margin-bottom: 5px; position: relative; min- padding- 15px; padding-right: 15px; float: left; 188.656px;">Transit Time</label>1 - 2 Days


<label class="col-xs-12 col-sm-4 control-label" style="box-sizing: border-box; display: inline-block; margin-bottom: 5px; position: relative; min- padding- 15px; padding-right: 15px; float: left; 188.656px;">Number of pieces/items</label>1




Detailed Tracking History

Scanned	Item	Status/Reason	PoD

02/02/2021 19:08:00

On-Forwarded / DEPART MELBOURNE FOR SYDNEY

This surprised us...
one Saturday evening I came across a foiling machine demo on YT by the maker.
The wife contacted them for a cost. Suffice to say the delivery was actually more than the machine. However we figured it was worth a try and so ordered it on the Sunday. US$98.00 delivery, not really surprised, but not delighted either. BUT when the machine turned up the following Friday, all was forgiven...we actually decided that that was quite good value.
As it turned out we managed to do about 8-10 hours production in 6ish using the machine. A bargain.

Let's wrap this up.

On Sat 6th Feb I took delivery of a brand new Wixey Wr700.

I am saddened that it took a Paypal escalation to make this happen as I am convinced that without that I would still be waiting.

I have had it confirmed by an individual not directly connected that no communications had occurred with Wixey in the US to source the product prior to this being escalated to Paypal that I had ordered in good faith.

As mentioned in another thread Graeme is now ill and I wish him all the best and may the road to recovery be not to rocky.

What I am impressed in is the DRO, so impressed that i have now ordered a WR510 for the thickness planner ...... from Machine DRO in the UK.

I ordered parts for building a backsaw from a The Wood Works Book and Tool Co (Sydney) in October last year. There was no indication that the parts were not in stock, and payment was accepted. I have used them successfully before.

Then it was backordered, and the next email stated that it would be a few weeks longer. Weeks went. I emailed, and the owner stated that they had been struggling to get contact for months (yet took my order earlier). A few more emails from me, and I am being ghosted now. I ask for a refund. No replies to the two emails I send.

So what should I do, threaten to go to the forums more publicly? Contact my bank? Payment was via credit card 4 months ago. Wait?

Regards from Perth

Derek

Hi Derek

I think he is overloaded with emails. I found a phone call was the best way to resolve an issue I had (wrong product sent). An email had no response but a phone call meant the issue was resolved fairly promptly.

Ring them Derek, that’s what I’ve done previously, actioned straight away.

Quote:

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Originally Posted by derekcohen

I ordered parts for building a backsaw from a The Wood Works Book and Tool Co (Sydney) in October last year. There was no indication that the parts were not in stock, and payment was accepted. I have used them successfully before.

Then it was backordered, and the next email stated that it would be a few weeks longer. Weeks went. I emailed, and the owner stated that they had been struggling to get contact for months (yet took my order earlier). A few more emails from me, and I am being ghosted now. I ask for a refund. No replies to the two emails I send.

So what should I do, threaten to go to the forums more publicly? Contact my bank? Payment was via credit card 4 months ago. Wait?

Regards from Perth

Derek

---

Hi Derek,

I'm sure you have guessed my reply but here goes anyway.

1. You have already no made it public on a forum, hardly a threat but something the vendor may respond to if they care.
2. Contact the bank.... well considering you have asked for a refund and been ignore that becomes a simple "hell yeah"
3. Stop waiting, it's not going to happen.

Quote:

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• riverbuilderRing them Derek, that’s what I’ve done previously, actioned straight away.
  
• 9th Feb 2021, 06:37 AM
  PFHHi Derek
  
  I think he is overloaded with emails. I found a phone call was the best way to resolve an issue I had (wrong product sent). An email had no response but a phone call meant the issue was resolved fairly promptly.

---

Generally solid advice, and I personally spoke with Graeme a number of times but why is it up to the customer to chase, Derek has already asked for a refund that hasn't been actioned and he is being ignored.

Seriously I am sure it's not limited to Australian woodworking businesses but when are we as a community going to stop making excuses for poor, crappy customer service.

----------------
Just to clarify one thing... this post was made on this forum as the business concerned is a forum sponsor. I didn't create a sensational title like "business lies to customer, avoid at all costs" . I have posted updates all the way through to getting the product and closed the loop at the other end, no one has been left wondering and can make their own mind up if they continue to deal with or not the vendor.

If I had got any customer service apart from a parcel on my doorstep then I would be singing their praises about dealing with the situation and if you have made it this far I have had 27+ years in customer service in both my own business and working for others so i have respect for the small business person all the time.

I ordered a plane blade from The Wood Works in August. After a couple of months I called and was promised he’d follow it up. Nothing happened. Another phone call, same thing. In January I sent an email asking them to cancel the order and refund my payment. No response. Another call and I was told they’d had problems with internet orders and he took the details over the phone.

I still don’t have a plane blade, but on a positive note he told me they don’t debit the credit card until they ship the item. I checked my old statements and sure enough there wasn’t any debit there for the plane blade. You may want to check that Derek - it might not be quite as bad as you think.