August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.

On 8/6/2013 10:44 AM, Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.


A follow up e-mail to Lee Valley was responded to by Lee Valley blaming
me for taking too long to place the order.

I responded that once there is a receipt and order confirmation to be
printed I should not have to worry whether the order was successful or
not. And I sent them a copy of the receipt/order number.

Now waiting for the ultimate excuse at to why I am to blame for the
order not going through.

On 8/6/2013 11:44 AM, Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.

How did you cancel an order they had no record of.
If you had a reciept and conf they should have accepted that forwarded
and done right.

If they didn't shame on them... another good company gone bad...


--
Jeff

On 8/6/2013 11:38 AM, woodchucker wrote:
On 8/6/2013 11:44 AM, Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.

How did you cancel an order they had no record of.

The rep began the order process over again while I was talking to him.
I canceled this particular order after learning that my shipping charges
were going to more than triple to get the order in about the same time
frame as the original order.



If you had a reciept and conf they should have accepted that forwarded
and done right.

That was my expectation, I sent them a copy of the receipt after they in
so many words indicated that maybe I had no such receipt.


If they didn't shame on them... another good company gone bad...


I don't think it is another company gone bad, I think they should have
gone further to see what was wrong with their system loosing the order
instead of saying that I took too long to accept the details of the
order. I got a freaking receipt and order number. I think I pushed the
buttons fast enough. ;~)

Here's a case of a low-level clerk with little or no understanding of the value of customer satisfaction. When I come up against this kind of stuff, I always ask to speak to the supervisor. I usually get a satisfactory resolution.

Larry


On Tuesday, August 6, 2013 10:44:27 AM UTC-5, Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a

receipt and confirmation number. Checking on the order today they have

no record of the order and are not willing to expedite shipping on the

order unless I am willing to pay an additional $30+ dollars for second

day shipping.



I'm thinking I should pay the original $10 shipping and they pick up the

difference in price to get it here more quickly.



I canceled the order.

On 8/6/2013 11:57 AM, Gramp's shop wrote:
Here's a case of a low-level clerk with little or no understanding of the value of customer satisfaction. When I come up against this kind of stuff, I always ask to speak to the supervisor. I usually get a satisfactory resolution.

Larry


You are probably right but FWIW I followed up with an e-mail and this is
the response that I got and my response

Original e-mail.



-----Original Message-----
From: Leon Bridges ]
Sent: Tuesday, August 06, 2013 11:56 AM
To: Lee Valley Service
Subject: Customer Web Site Inquiry

Not happy with my latest on-line order that has been lost before it was
shipped and the solution offered by your rep on the telephone.

August 1 I placed an order for 60, 99K3103 magnets. I got a receipt and
order number 28821112. I would be glad to send a copy of the
confirmation receipt.

Following up on the order this morning you have no record of the order.
This was a time sensitive order that needed to be received with in two
weeks at the latest. Typically I have been able to count on this time
frame. Your rep offered to charge me an addition normal upgraded
shipping charge to resubmit and ship the order again.

This is a Lee Valley error, I felt that I should not have to pay extra
for expedited shipping to correct this error. I declined to replace the
order.

Leon Bridges


They Responded,


On 8/6/2013 11:10 AM, Lee Valley Service wrote:
Thank you for your e-mail. We checked our system and as the phone
representative stated we did not receive a recent order from you nor
does the order # 28821112 exist in our system.

Please be aware that when you get to the final payment screen on our
website, this makes a quick connection to our sales system so that your
total can be calculated, and this is when an order number is assigned.
If there is an error with an order placed online, for example: the
credit card and/or expiry date are not entered correctly, a customer
takes too long to place their order when in the Checkout process or
there is any break in the network connection between your system and
ours from that time to when you complete your order and it tries to
transmit through to us, then it may not complete the transmission to us.
The order is then considered incomplete and placed in an error batch
which is automatically deleted from our system. This is what happened
to your order. Our system is set up this way to avoid incomplete orders
from bogging it down.

Note that when an order is successfully placed online, the customer
will receive an "Order Confirmation" e-mail within minutes after sending
the order to us stating that we have received your order. The customer
will also receive a "Shipping Confirmation" e-mail within 48 hours of
placing the order stating the order has been shipped. If you do not
receive these confirmations, it means we have not received the order.

Regards,
Caroline Brisson
Internet Customer Service Representative


And so far I have responded to the above response with,


Regardless of what you think may have happened, please see attached
confirmation receipt, if this is not good enough to prove that I did
every thing necessary to insure that my order was effectively placed,
your system has a flaw. Once I get a receipt I should not have to wonder
if the order went through or not.

Leon Bridges

On 8/6/2013 12:03 PM, Leon wrote:
On 8/6/2013 11:57 AM, Gramp's shop wrote:
Here's a case of a low-level clerk with little or no understanding of
the value of customer satisfaction. When I come up against this kind
of stuff, I always ask to speak to the supervisor. I usually get a
satisfactory resolution.

Larry


You are probably right but FWIW I followed up with an e-mail and this is
the response that I got and my response

Original e-mail.



-----Original Message-----
From: Leon Bridges ]
Sent: Tuesday, August 06, 2013 11:56 AM
To: Lee Valley Service
Subject: Customer Web Site Inquiry

Not happy with my latest on-line order that has been lost before it was
shipped and the solution offered by your rep on the telephone.

August 1 I placed an order for 60, 99K3103 magnets. I got a receipt and
order number 28821112. I would be glad to send a copy of the
confirmation receipt.

Following up on the order this morning you have no record of the order.
This was a time sensitive order that needed to be received with in two
weeks at the latest. Typically I have been able to count on this time
frame. Your rep offered to charge me an addition normal upgraded
shipping charge to resubmit and ship the order again.

This is a Lee Valley error, I felt that I should not have to pay extra
for expedited shipping to correct this error. I declined to replace the
order.

Leon Bridges


They Responded,


On 8/6/2013 11:10 AM, Lee Valley Service wrote:
Thank you for your e-mail. We checked our system and as the phone
representative stated we did not receive a recent order from you nor
does the order # 28821112 exist in our system.

Please be aware that when you get to the final payment screen on our
website, this makes a quick connection to our sales system so that your
total can be calculated, and this is when an order number is assigned.
If there is an error with an order placed online, for example: the
credit card and/or expiry date are not entered correctly, a customer
takes too long to place their order when in the Checkout process or
there is any break in the network connection between your system and
ours from that time to when you complete your order and it tries to
transmit through to us, then it may not complete the transmission to us.
The order is then considered incomplete and placed in an error batch
which is automatically deleted from our system. This is what happened
to your order. Our system is set up this way to avoid incomplete orders
from bogging it down.

Note that when an order is successfully placed online, the customer
will receive an "Order Confirmation" e-mail within minutes after sending
the order to us stating that we have received your order. The customer
will also receive a "Shipping Confirmation" e-mail within 48 hours of
placing the order stating the order has been shipped. If you do not
receive these confirmations, it means we have not received the order.

Regards,
Caroline Brisson
Internet Customer Service Representative


And so far I have responded to the above response with,


Regardless of what you think may have happened, please see attached
confirmation receipt, if this is not good enough to prove that I did
every thing necessary to insure that my order was effectively placed,
your system has a flaw. Once I get a receipt I should not have to wonder
if the order went through or not.

That sure does not sound like the Lee Valley of yore.

Too many numbnut Millennials?

--
eWoodShop: www.eWoodShop.com
Wood Shop: www.e-WoodShop.net
https://plus.google.com/114902129577517371552/posts
http://www.custommade.com/by/ewoodshop/
KarlCaillouet@ (the obvious)

On 8/6/2013 11:44 AM, Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.

Very odd, they have always done good by me, I regularly order on line
for an in store pickup (saves the line ups), always get the
confirmation, then the pickup notice usually arrives shortly after the
store opens, since I often order late at night. Then a ten minute
drive, pick it up at the pickup counter, and a ten minute drive back home.

--
Froz...


The system will be down for 10 days for preventive maintenance.

Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What kind of
crap is that?

--

-Mike-

On 8/6/2013 12:24 PM, FrozenNorth wrote:
On 8/6/2013 11:44 AM, Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.

Very odd, they have always done good by me, I regularly order on line
for an in store pickup (saves the line ups), always get the
confirmation, then the pickup notice usually arrives shortly after the
store opens, since I often order late at night. Then a ten minute
drive, pick it up at the pickup counter, and a ten minute drive back home.



I have always been happy with Lee Valley in fact I send my customers to
their site to pick out hardware for the furniture that I design and
build for them. I let them save by bypassing me and ordering direct
from LeeValley.

On 8/6/2013 11:37 AM, Leon wrote:
On 8/6/2013 10:44 AM, Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.


A follow up e-mail to Lee Valley was responded to by Lee Valley blaming
me for taking too long to place the order.

I responded that once there is a receipt and order confirmation to be
printed I should not have to worry whether the order was successful or
not. And I sent them a copy of the receipt/order number.

Now waiting for the ultimate excuse at to why I am to blame for the
order not going through.



I got a follow up phone call and I took it further to talk to some one
that might care about what is going on. I described the process and was
assured that if I got the "print receipt" page with the items on the
order and receipt and confirmation number that I had done all that I
could do to insure that the order was taken and received.

I explained to them that I had already placed the order with another
company however I think they may want to look further into this
situation because if it happened to me how many others may it have
happened to and they simply did not follow up. They seemed a bit more
interested at that point. And I reminded this person that I sent a copy
of the receipt and confirmation for them to review.

At this point I am done with it all, Amazon got the order.

On 8/6/2013 12:26 PM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What kind of
crap is that?



It is crap and I would think that Robin Lee might be interested in
knowing this. If I knew how to contact him I would let him know how
this was handled.

On Tue, 06 Aug 2013 10:44:27 -0500, Leon lcb11211@swbelldotnet wrote:

August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.


http://www.harborfreight.com/10-piec...ets-67488.html

http://slickdeals.net/forums/attachm...4&d=1369242224

http://slickdeals.net/forums/attachm...0&d=1375477546


¯\_(€¢Â¿€¢)_/¯

On 8/6/2013 12:15 PM, Swingman wrote:



Regardless of what you think may have happened, please see attached
confirmation receipt, if this is not good enough to prove that I did
every thing necessary to insure that my order was effectively placed,
your system has a flaw. Once I get a receipt I should not have to wonder
if the order went through or not.

That sure does not sound like the Lee Valley of yore.

Too many numbnut Millennials?



LOL Exactly, Our system does not indicate that it issued a
confirmation number and receipt therefore it could not have happened,
you must have had a senior moment and imagined all of this.

On Tuesday, August 6, 2013 12:41:36 PM UTC-5, Leon wrote:
It is crap and I would think that Robin Lee might be interested in knowing this. If I knew how to contact him I would let him know how this was handled.

http://www.lead411.com/Robin_Lee_9063189.html

Sonny

On 8/6/2013 12:44 PM, Spalted Walt wrote:
On Tue, 06 Aug 2013 10:44:27 -0500, Leon lcb11211@swbelldotnet wrote:

August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.


http://www.harborfreight.com/10-piec...ets-67488.html

http://slickdeals.net/forums/attachm...4&d=1369242224

http://slickdeals.net/forums/attachm...0&d=1375477546


¯\_(€¢Â¿€¢)_/¯



Those are cheap/inexpensive but unfortunately considerable smaller than
the 1/2" x 1/8" maginets that I need.

On 8/6/2013 10:26 AM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What kind of
crap is that?


did your credit card get the order charge? if so, then their ordering
system dropped it for sure.

On Tue, 06 Aug 2013 12:52:19 -0500, Leon lcb11211@swbelldotnet
wrote:

On 8/6/2013 12:44 PM, Spalted Walt wrote:
On Tue, 06 Aug 2013 10:44:27 -0500, Leon lcb11211@swbelldotnet wrote:

August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they have
no record of the order and are not willing to expedite shipping on the
order unless I am willing to pay an additional $30+ dollars for second
day shipping.

I'm thinking I should pay the original $10 shipping and they pick up the
difference in price to get it here more quickly.

I canceled the order.


http://www.harborfreight.com/10-piec...ets-67488.html

http://slickdeals.net/forums/attachm...4&d=1369242224

http://slickdeals.net/forums/attachm...0&d=1375477546


¯\_(•¿•)_/¯



Those are cheap/inexpensive but unfortunately considerable smaller than
the 1/2" x 1/8" maginets that I need.

Lee Valley Tools Ltd.
Attn: Robin Lee
P.O. Box 1780
Ogdensburg, NY 13669-6780

On 8/6/2013 1:24 PM, chaniarts wrote:
On 8/6/2013 10:26 AM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What
kind of
crap is that?


did your credit card get the order charge? if so, then their ordering
system dropped it for sure.


Never hit the card and the reason that I started to follow up on the 3rd
work day after placing. They lost the order.

On Tue, 06 Aug 2013 12:15:22 -0500, Swingman wrote:
if the order went through or not.
That sure does not sound like the Lee Valley of yore.

Agreed. Lee Valley lives and dies on its reputation for customer
service.

If Leon has not already done so, he should be sending one or more
complaints to something above general customer service.

Leon wrote:
On 8/6/2013 1:24 PM, chaniarts wrote:
On 8/6/2013 10:26 AM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What
kind of
crap is that?


did your credit card get the order charge? if so, then their ordering
system dropped it for sure.


Never hit the card and the reason that I started to follow up on the
3rd work day after placing. They lost the order.

I am sensitive to Leon's loss. Someone asked me once though, "Can
computer's make mistakes?"
Do we expect Lee Valley to have to same sort of backup that would be
used by the New Yord Stock Exchange?

Lee Valley's record is pretty good, no? I agree that the problem
resolution was handled very poorly. I'm surprised
they didn't expedite the magnets to him.

Bill

It is crap and I would think that Robin Lee might be interested in

knowing this. If I knew how to contact him I would let him know how

this was handled.

I think Robin hangs out at either Sawmill Creek or Lumberjocks.

Bill wrote:
Leon wrote:
On 8/6/2013 1:24 PM, chaniarts wrote:
On 8/6/2013 10:26 AM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite
shipping on the order unless I am willing to pay an additional
$30+ dollars for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick
up the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What
kind of
crap is that?


did your credit card get the order charge? if so, then their
ordering system dropped it for sure.


Never hit the card and the reason that I started to follow up on the
3rd work day after placing. They lost the order.

I am sensitive to Leon's loss. Someone asked me once though, "Can
computer's make mistakes?"
Do we expect Lee Valley to have to same sort of backup that would be
used by the New Yord Stock Exchange?

Lee Valley's record is pretty good, no? I agree that the problem
resolution was handled very poorly. I'm surprised
they didn't expedite the magnets to him.


From my experiences with customer service organizations, and Leon's
documentation of his experience, I almost believe this looks like a customer
service manager having set some new policies in place (probably to control
cost), and pushing the new policies down to the phone staff. That would
explain why he got no further with the manager than he did with the phone
staff. If so - that's not a policy that is going to serve them well going
forward. One would think they would have looked at his customer record and
have seen that he's a frequent customer of theirs, and bit the bullet just
to keep him happy - let alone acknowledge his evidence rather than tell him
it's just not possible.

--

-Mike-

On Tue, 06 Aug 2013 11:37:30 -0500, Leon wrote:


A follow up e-mail to Lee Valley was responded to by Lee Valley blaming
me for taking too long to place the order.

Leon, I would have joined those saying that doesn't sound like Lee Valley
but I had a experience recently that makes me wonder. I had ordered 3
dozen cabinet knobs from their closeout page. The page went to an out of
stock status a short time later. The next day it was back to an in stock
status. Didn't make a lot of sense, and I was concerned that they might
have shipped less than a full order.

So I called them,and got a very grumpy (almost snarly) assurance that
they had shipped the whole 3 dozen.

Obviously I didn't incur any damages here, but I'm not used to that kind
of telephone response from LV. Also, the fact that they went out and
then in stock makes me wonder if it was a real closeout - if not that's a
bit on the edge of ethical. Of course, that could just be a bad job of
computer programming.

I hope our experiences don't reflect a change of business plan at LV.

--
When fascism comes to America, it will be wrapped in the flag and
carrying a cross.

Larry Blanchard wrote:
On Tue, 06 Aug 2013 11:37:30 -0500, Leon wrote:


A follow up e-mail to Lee Valley was responded to by Lee Valley blaming
me for taking too long to place the order.
Leon, I would have joined those saying that doesn't sound like Lee Valley
but I had a experience recently that makes me wonder. I had ordered 3
dozen cabinet knobs from their closeout page. The page went to an out of
stock status a short time later. The next day it was back to an in stock
status. Didn't make a lot of sense, and I was concerned that they might
have shipped less than a full order.

So I called them,and got a very grumpy (almost snarly) assurance that
they had shipped the whole 3 dozen.

Obviously I didn't incur any damages here, but I'm not used to that kind
of telephone response from LV. Also, the fact that they went out and
then in stock makes me wonder if it was a real closeout - if not that's a
bit on the edge of ethical. Of course, that could just be a bad job of
computer programming.

I hope our experiences don't reflect a change of business plan at LV.

I'm sure it's just a software problem and that they are not
intentionally treating their customers poorly!

On 8/6/2013 7:36 PM, Larry Blanchard wrote:

Obviously I didn't incur any damages here, but I'm not used to that kind
of telephone response from LV. Also, the fact that they went out and
then in stock makes me wonder if it was a real closeout - if not that's a
bit on the edge of ethical. Of course, that could just be a bad job of
computer programming.

I hope our experiences don't reflect a change of business plan at LV.


Could be another order was cancelled or a payment problem happened.
Maybe one of the stores returned a bunch to the main warehouse. Many
legit reasons for it.

I have a lot of respect for Leon, but I think he is over reacting on
this. Stuff happens, not worth getting your undies in a knot over this.
It is magnets, not an organ transplant.

On 8/6/2013 9:44 PM, Ed Pawlowski wrote:
On 8/6/2013 7:36 PM, Larry Blanchard wrote:

Obviously I didn't incur any damages here, but I'm not used to that kind
of telephone response from LV. Also, the fact that they went out and
then in stock makes me wonder if it was a real closeout - if not that's a
bit on the edge of ethical. Of course, that could just be a bad job of
computer programming.

I hope our experiences don't reflect a change of business plan at LV.


Could be another order was cancelled or a payment problem happened.
Maybe one of the stores returned a bunch to the main warehouse. Many
legit reasons for it.

I have a lot of respect for Leon, but I think he is over reacting on
this. Stuff happens, not worth getting your undies in a knot over this.
It is magnets, not an organ transplant.


I really don't think I am over reacting, They are basically saying that
there was no order generated, and that I am at fault with the way I
placed my order. I have a receipt to prove that there was.
Either way I ordered from them because of their reputation and the fact
that if there is a problem they handle it much better than my past
dealings with Amazon when I had a problem. Amazon was less expensive
but I was willing to wait longer, 2 weeks, and pay a bit more for that
ease of mind. My mistake.

In article , Leon
lcb11211@swbelldotnet wrote:

On 8/6/2013 11:57 AM, Gramp's shop wrote:
Here's a case of a low-level clerk with little or no understanding of the
value of customer satisfaction. When I come up against this kind of stuff,
I always ask to speak to the supervisor. I usually get a satisfactory
resolution.

Larry


You are probably right but FWIW I followed up with an e-mail and this is
the response that I got and my response

snip
And so far I have responded to the above response with,


Regardless of what you think may have happened, please see attached
confirmation receipt, if this is not good enough to prove that I did
every thing necessary to insure that my order was effectively placed,
your system has a flaw. Once I get a receipt I should not have to wonder
if the order went through or not.

Leon Bridges

That is a horrible response from LV. It should have been:

"I'm terribly sorry about your experience and will certainly
investigate what happened in our system.

While we obviously did not ship your order in time, I am taking the
liberty of sending you a gift card in the full amount of your order as
some small compensation.

Again, my sincere apologies, and my thanks for bringing this to our
attention.

Sincerely,

Really Good Customer Service Rep"

djb

--
Outside of a dog, a book is man's best friend. Inside a dog, it's too dark to
read. - Groucho Marx

In article , Leon
lcb11211@swbelldotnet wrote:

On 8/6/2013 12:26 PM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What kind of
crap is that?



It is crap and I would think that Robin Lee might be interested in
knowing this. If I knew how to contact him I would let him know how
this was handled.

I've got his email address somewhere... Let me know if you need it.

--
Outside of a dog, a book is man's best friend. Inside a dog, it's too dark to
read. - Groucho Marx

In article , Leon
lcb11211@swbelldotnet wrote:

On 8/6/2013 12:26 PM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What kind of
crap is that?



It is crap and I would think that Robin Lee might be interested in
knowing this. If I knew how to contact him I would let him know how
this was handled.

rlee at the obvious...

--
Outside of a dog, a book is man's best friend. Inside a dog, it's too dark to
read. - Groucho Marx

On 8/6/2013 11:11 PM, Dave Balderstone wrote:
In article , Leon
lcb11211@swbelldotnet wrote:

On 8/6/2013 12:26 PM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What kind of
crap is that?



It is crap and I would think that Robin Lee might be interested in
knowing this. If I knew how to contact him I would let him know how
this was handled.

I've got his email address somewhere... Let me know if you need it.

I think I got the correct one from some on here, Thanks again. It did
not bounce so it was probably still good.

On 8/6/2013 11:17 PM, Dave Balderstone wrote:
In article , Leon
lcb11211@swbelldotnet wrote:

On 8/6/2013 12:26 PM, Mike Marlow wrote:
Leon wrote:
August 1 I ordered 60 rare earth magnets from Lee Valley. I got a
receipt and confirmation number. Checking on the order today they
have no record of the order and are not willing to expedite shipping
on the order unless I am willing to pay an additional $30+ dollars
for second day shipping.

I'm thinking I should pay the original $10 shipping and they pick up
the difference in price to get it here more quickly.

I canceled the order.

They wouldn't honor your confirmation number? Their receipt? What kind of
crap is that?



It is crap and I would think that Robin Lee might be interested in
knowing this. If I knew how to contact him I would let him know how
this was handled.

rlee at the obvious...



Yeah that is the one I used. Thank you for the info and your time. I
sent the e-mail with a copy of the correspondence about an hour ago.
we'll see how this play out.

Regardless of what happens, he needs to know.

On 8/6/2013 6:36 PM, Larry Blanchard wrote:
On Tue, 06 Aug 2013 11:37:30 -0500, Leon wrote:


A follow up e-mail to Lee Valley was responded to by Lee Valley blaming
me for taking too long to place the order.

Leon, I would have joined those saying that doesn't sound like Lee Valley
but I had a experience recently that makes me wonder.

I am one of those that would say that does not sound like LV either.



I had ordered 3
dozen cabinet knobs from their closeout page. The page went to an out of
stock status a short time later. The next day it was back to an in stock
status. Didn't make a lot of sense, and I was concerned that they might
have shipped less than a full order.

So I called them,and got a very grumpy (almost snarly) assurance that
they had shipped the whole 3 dozen.

The person was courteous but not helpful in solving the problem with out
it costing me more money for faster delivery. The email rubber stamp
response kinda got my attention. Obviously rubber stamped since it did
not acknowledge that I mentioned that I had a receipt and confirmation
number.





Obviously I didn't incur any damages here, but I'm not used to that kind
of telephone response from LV. Also, the fact that they went out and
then in stock makes me wonder if it was a real closeout - if not that's a
bit on the edge of ethical. Of course, that could just be a bad job of
computer programming.

I hope our experiences don't reflect a change of business plan at LV.

On Tue, 06 Aug 2013 22:08:32 -0500, Leon lcb11211@swbelldotnet
wrote:




I really don't think I am over reacting, They are basically saying that
there was no order generated, and that I am at fault with the way I
placed my order. I have a receipt to prove that there was.
Either way I ordered from them because of their reputation and the fact
that if there is a problem they handle it much better than my past
dealings with Amazon when I had a problem. Amazon was less expensive
but I was willing to wait longer, 2 weeks, and pay a bit more for that
ease of mind. My mistake.

They could have handled it better from the start and not blame you.
Could be a lot of reasons it screwed up. OTOH, I wonder how many
people accuse them of late shipments and expect them to eat the cost
of overnight freight?

The person you spoke to should have apologized and promised to ship
your order that day, but to upgrade the cost of freight to more than
the profit potential is expecting too much.

Leon, I've always respected your postings here, but this time you did
not come across as the gentleman you usually are. Maybe I'm reading
it wrong, you came across like a spoiled kid that did not get his way.
I hope I'm wrong.

On Wed, 07 Aug 2013 06:12:12 -0400, Ed Pawlowski wrote:


...you came across like a spoiled kid that did not get his way.


+1


--- news://freenews.netfront.net/ - complaints: ---

On 8/7/2013 5:12 AM, Ed Pawlowski wrote:

Leon, I've always respected your postings here, but this time you did
not come across as the gentleman you usually are. Maybe I'm reading
it wrong, you came across like a spoiled kid that did not get his way.
I hope I'm wrong.

Bull**** ... what Leon expected from Lee Valley is the same service and
attention to detail that his clients have come to expect and demand from
him.

It is why Leon is successful in this business, and why Lee Valley
heretofore gained respect and loyalty in their business ... it was Lee
Valley that dropped this ball, and worse, blamed it on the customer.

You are way off base, Bubba ... and indeed wrong.

--
eWoodShop: www.eWoodShop.com
Wood Shop: www.e-WoodShop.net
https://plus.google.com/114902129577517371552/posts
http://www.custommade.com/by/ewoodshop/
KarlCaillouet@ (the obvious)

On Wed, 07 Aug 2013 08:00:26 -0500, Swingman wrote:
Bull**** ... what Leon expected from Lee Valley is the same service and
attention to detail that his clients have come to expect and demand from
him.

I have to agree, but for a different reason. I've never met Leon in
person. But, for all the years I've been reading comments from Leon in
this newsgroup, he's shown himself to be a person of reason and
fairness.

I've always experienced excellent customer service from Lee Valley
tools. The only difference here is that an order was placed with them
and they screwed it up. The onus is on them to fix the problem to the
buyer's satisfaction ~ IF they want to keep their stellar reputation
for service.

On 8/7/2013 8:55 AM, wrote:
On Wed, 07 Aug 2013 08:00:26 -0500, Swingman wrote:
Bull**** ... what Leon expected from Lee Valley is the same service and
attention to detail that his clients have come to expect and demand from
him.

I have to agree, but for a different reason. I've never met Leon in
person. But, for all the years I've been reading comments from Leon in
this newsgroup, he's shown himself to be a person of reason and
fairness.

I've always experienced excellent customer service from Lee Valley
tools. The only difference here is that an order was placed with them
and they screwed it up. The onus is on them to fix the problem to the
buyer's satisfaction ~ IF they want to keep their stellar reputation
for service.


What's the different reason? ... that's pretty much the EXACT gist of my
observation.

--
eWoodShop: www.eWoodShop.com
Wood Shop: www.e-WoodShop.net
https://plus.google.com/114902129577517371552/posts
http://www.custommade.com/by/ewoodshop/
KarlCaillouet@ (the obvious)

"Ed Pawlowski" wrote in message

They could have handled it better from the start and not
blame you. Could be a lot of reasons it screwed up.

Both true but from what I've read in this read (not all) I'm thinking that
the problem was that the page timed out before the order was actually
placed.

Normally, when ordering stuff online, you are eventually presented with a
page detailing the order; an invoice, essentially. There is often/usually a
confirmation number too and a suggestion that the purchaser print the page
but the order isn't actually placed until the buyer hits the "Place Order"
or "Submit" or whatever button. Once that is done, gears grind, stuff
whirls, credit card is checked & charged and eventually - if all has gone
well - a new page pops up and thanks you for your order. I rather imagine
that final "Thank you" page didn't pop up for Leon.

--

dadiOH
____________________________

Winters getting colder? Tired of the rat race?
Taxes out of hand? Maybe just ready for a change?
Check it out... http://www.floridaloghouse.net

On Wed, 07 Aug 2013 08:00:26 -0500, Swingman wrote:

On 8/7/2013 5:12 AM, Ed Pawlowski wrote:

Leon, I've always respected your postings here, but this time you did
not come across as the gentleman you usually are. Maybe I'm reading
it wrong, you came across like a spoiled kid that did not get his way.
I hope I'm wrong.

Bull**** ... what Leon expected from Lee Valley is the same service and
attention to detail that his clients have come to expect and demand from
him.

It is why Leon is successful in this business, and why Lee Valley
heretofore gained respect and loyalty in their business ... it was Lee
Valley that dropped this ball, and worse, blamed it on the customer.

You are way off base, Bubba ... and indeed wrong.


Nice sticky reach-around, Swingy.


















--- news://freenews.netfront.net/ - complaints: ---