Author Topic: A happy customer shout out to Lee Valley  (Read 3506 times)

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Online pixelated

  • Posts: 364
A happy customer shout out to Lee Valley
« on: December 14, 2021, 08:13 PM »
Had a minor problem with an item I ordered from Lee Valley last week. Called their customer service today to get things fixed up.

 [smile] A human answered the phone
 [smile] He took my info got me switched to customer service
 [smile] She said OK, we'll send you a replacement, no worries.
 [big grin] Took maybe 3 minutes.

Not once did I hear "press 1 to... your call is important to us, please stay on the line, current wait time is xxx minutes, have a nice day".

Thank you for great products, great service and great people!

« Last Edit: December 15, 2021, 08:34 PM by pixelated »

Offline Sparktrician

  • Posts: 4283
Re: A happy customer shout out to Lee Valley
« Reply #1 on: December 15, 2021, 07:26 PM »
Done good, Lee Valley!  Done good!   [smile]
- Willy -

  "Show us a man who never makes a mistake and we will show a man who never makes anything. 
  The capacity for occasional blundering is inseparable from the capacity to bring things to pass."

 - Herman Lincoln Wayland (1830-1898)

Offline VirTERM

  • Posts: 131
Re: A happy customer shout out to Lee Valley
« Reply #2 on: December 15, 2021, 08:59 PM »
Had a minor problem with an item I ordered from Lee Valley last week. Called their customer service today to get things fixed up.

 [smile] A human answered the phone
 [smile] He took my info got me switched to customer service
 [smile] She said OK, we'll send you a replacement, no worries.
 [big grin] Took maybe 3 minutes.

Not once did I hear "press 1 to... your call is important to us, please stay on the line, current wait time is xxx minutes, have a nice day".

Thank you for great products, great service and great people!
Lee Valley = Great service, great people and great products

Offline FestitaMakool

  • Posts: 1336
Re: A happy customer shout out to Lee Valley
« Reply #3 on: December 20, 2021, 08:07 PM »
Even the service to international customer is great! I’ve done only 4 orders in total.
On one order I got an email about not being able to send dry batteries with an item that included the triple A batteries. I gave them a call, and “donated” the included batteries to them and told that I happily would add the batteries locally, as this was of minor cost. They felt sorry about this, but it solved any issues and the order carried on. Happy me and happy customer service.  [big grin]
Shipping is first rate with UPS and they ship fast. Oddly, I get the orders from Canada faster than most “local”. Shipping is not cheap, but the more items I throw in, the lesser the freight on each item.
“The Stig” Yes, it is true, at least some part of it..
“If you have an old Land Rover and a fit wife, you’re most likely always busy”

Offline Stan Tillinghast

  • Posts: 298
Re: A happy customer shout out to Lee Valley
« Reply #4 on: December 20, 2021, 08:19 PM »
Must agree about Lee Valley Customer Service. I called to check on my backordered (ahem!) Vac-Sys System, and Elizabeth answered right away, and was thorough and helpful.

Also: I found out they not only have tools, but some neat stuff for kids! I ordered a couple of things for our granddaughters including a Brio mechanics set. Start 'em young!
Für uns...ist das Beste gerade gut genug!

Offline leakyroof

  • Posts: 2385
Re: A happy customer shout out to Lee Valley
« Reply #5 on: January 27, 2022, 11:07 AM »
They are still the only company I've ever dealt with that sent a refund check months after I purchased a couple of tools from them due to the price lowering after I had purchased the tools. They felt I and others were entitled to the refund..... [blink]
 Totally unexpected and yet amazing at the same time. They are special... [thumbs up] [thumbs up]
Not as many Sanders as PA Floor guy.....

Offline Packard

  • Posts: 1410
Re: A happy customer shout out to Lee Valley
« Reply #6 on: January 27, 2022, 11:18 AM »
My friend in the 1970s had a post WWII Luxo Lamp and the ballast had burned out. He wrote to Luxo in New York and they asked him to send the lamp to them to determine what ballast was required. 

They wrote back and apologized for the fact that the 40-year-old lamp required parts that were no longer in production.  So they replaced it with a brand new one.

With that experience in hand, I recommended a Luxo lamp when my needle-work-obsessed-mother needed a lamp with a magnifier. 

A couple of years later she dropped the lamp and cracked the glass magnifier.  She called Luxo and asked where she could get one and they said that they would get back to her, but please provide your full name and address.  A few days later a new magnifier arrived in the mail. 

I don't know if they are still so customer-oriented.  I inherited the Luxo lamp and the counterbalance springs are too tired to hold the head in place.  This morning I wrote to Luxo about buying new springs.  Let's see if they respond.

One of the advantages of producing high-profit products is that you are financially able and driven to keep customers at all costs. 

Lee Valley is not a discounter.  Their profit margins encourage excellent service.  But it is good to hear about anyway.

Offline Bob D.

  • Retailer
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  • Posts: 2868
    • My Cordless Workshop
Re: A happy customer shout out to Lee Valley
« Reply #7 on: January 27, 2022, 11:27 AM »
"Also: I found out they not only have tools, but some neat stuff for kids! "

Yes, they have lots of great gardening and kitchen items too.
You will find they have the best vegetable and potato peelers.

I have always received excellent service from Lee Valley, except for my
current order, and that's not their fault. I've had a plane on order since
last August and the delivery date keep slipping. I think it's all the way
out in mid-May right now. When I ordered it was a six week wait.

Somewhere out in the ocean sitting in a shipping container is my plane. :-(
-----
It's a table saw, do you know where your fingers are?

Offline dwillis

  • Posts: 122
Re: A happy customer shout out to Lee Valley
« Reply #8 on: January 27, 2022, 04:04 PM »
Agreed, customer service at Lee Valley is great. I ordered the elusive Festool VacSys and a set of additional heads (I'm not sure what to call them, attachments?). Because they have the heads in stock but not the VacSys they were preparing to ship the heads. A quick call to Lee Valley and I immediately got a human who understood my concern that if the VacSys was unavailable I'd have the heads and no platform to use them on. So Lee Valley reversed the credit card charges and put the heads on reserve and will ship the whole system (or not) when it comes available (fingers crossed).

Along the lines of above and beyond customer service I'd like to share one about TAIG Tools in Arizona. TAIG makes desktop lathes and mills that were originally used for small batches of parts for the aerospace industry. I have both a lath and mill and tons of accessories. In the mid 2000's I moved from Nevada to Denver and built a simple crate for the mill, which then sat in my unfinished basement while I was working on the living spaces in my condo. One afternoon I heard water running in the front bathroom (upstairs) and discovered my brand new low flow toilet tank had a crack. Water was running under the bedroom carpet, down the wall, and through the ceiling into the basement. I'm not sure what the odds of this were, but right under where the water was coming through the basement ceiling was the crate with the mill, and the top was off and the crate had filled with water.

So I cleaned up the mess and discovered the mill had rusted. I called TAIG and explained my unfortunate situation, asking if they could repair the mill. They said no problem, pack it up and ship it to them and they'd evaluate the necessary repairs. Being a woodworker I designed a better crate that held the mill securely in place, even with rotating levers to hold individual components in custom recesses. It was the nicest crate I'd ever made. Off it went to TAIG and then I waited for several weeks (I wasn't in a hurry) before calling them for a status report. After giving them my name they asked me if I had designed and made the crate, which of course I had. Well instead of repairing or refurbishing my old mill, which I had bought a decade before the mishap, they said they were sending me a brand new mill at no charge. Now that's customer service! There was no warranty, and they didn't need to do what they did. But they did keep my crate. ;-)
Remember that the only scientist to walk on the moon was a geologist.  Dr. Harrison Schmitt - Apollo 17 - Valley of Taurus-Littrow - 11 to 17 December 1972.

Offline waho6o9

  • Posts: 1682
    • Garage Door Handyman.com
Re: A happy customer shout out to Lee Valley
« Reply #9 on: January 27, 2022, 08:30 PM »
Lee Valley sets the standard for excellence in customer service, no doubt. 

Offline Kevin D.

  • Posts: 979
Re: A happy customer shout out to Lee Valley
« Reply #10 on: January 28, 2022, 04:50 AM »
My friend in the 1970s had a post WWII Luxo Lamp and the ballast had burned out. He wrote to Luxo in New York and they asked him to send the lamp to them to determine what ballast was required. 

They wrote back and apologized for the fact that the 40-year-old lamp required parts that were no longer in production.  So they replaced it with a brand new one.

With that experience in hand, I recommended a Luxo lamp when my needle-work-obsessed-mother needed a lamp with a magnifier. 

A couple of years later she dropped the lamp and cracked the glass magnifier.  She called Luxo and asked where she could get one and they said that they would get back to her, but please provide your full name and address.  A few days later a new magnifier arrived in the mail. 

I don't know if they are still so customer-oriented.  I inherited the Luxo lamp and the counterbalance springs are too tired to hold the head in place.  This morning I wrote to Luxo about buying new springs.  Let's see if they respond.

One of the advantages of producing high-profit products is that you are financially able and driven to keep customers at all costs. 

Lee Valley is not a discounter.  Their profit margins encourage excellent service.  But it is good to hear about anyway.

I bought a Cullman camera tripod when I was in high school in the seventies.  It had these unique saddles that you'd screw onto the base of the camera that would affix to their proprietor saddle holders in their tripods. 

Ten years ago or so, I had lost one of the two saddles, and discovered that they long since ago decades prior were no longer selling their stuff in NA.  I contacted via email in Germany and they sent me out two free ones from across the pond.  A rarity indeed, not unsimilar to what a place like LV would do.
Kapex, CT-SYS, SYS-Cart, Pro 5 Sander, CT36AC, TS75, MFT 1080, MF-SYS/2, PS300 EQ-Plus, Parallel Guides Set, LR32 SYS, RO 150FEQ-Plus, OF1400 EQ Plus, DOMINO 500 Q-Plus,  Domino XL, MFK 700 EQ-Set, FS-SYS/2, CT22 w/hose storage, D36HW-RS-Plus, FS 1900/2, FS 3000/2, FS 1080/2-LR32, FS 1400/2-LR32, Gecko, Festool Floor Mat, Festool Stein, Multi-Tool, tape measure, large and small Festool floor mats (foam rubber).