EXTREMELY DISAPPOINTING CUSTOMER SERVICE EXPERIENCE
EXTREMELY DISAPPOINTING CUSTOMER SERVICE EXPERIENCE
I placed my first direct order with Woodpeckers end of June. The retail contract I entered into with the company was for their 48” Clamp Guide, Rails & Router Base spread across two orders (essentially paying for shipping twice) as I wanted to ensure one of the items would meet their promised shipping date of 3-5 days later.
20 days after placing my order and numerous emails chasing them for updates later, I was finally bullied into cancelling my orders. Jordan, their Customer Service Representative had moved my items to other orders extending their assigned shipping dates to 5 weeks later without asking… and finally when confronted with the query as to why the in-stock 48” Clamp (which was promised to be shipped “right away,” 11 days earlier) had not yet been sent, I was asked to pay an additional $108 as I had not paid enough.
Jordan was apologetic throughout, stating that his supervisor nor himself had the power to help me or compensate me for the multiple issues with my order. Yet when I tried escalating my concerns to the Managers/Executives, they ignored me and did not reply to my email. This complete and utter lack of customer service is quite frankly upsetting, as a company which prides itself on being the best and let’s be honest, the most expensive should be held to better standards.
Alternatives? Don’t worry, there’s lots!
Prior to my direct order with the company, I ordered a 48” Woodpeckers Fence from Sautershop.de where they too had an issue with shipping costs, however in their case they covered the extra shipping costs themselves and now have a very loyal customer out of me who has spent thousands since.
I have also ordered a truck load of Chinese manufactured Woodpeckers tools from all over… they are not hard to find and unequivocally meet the exacting tolerances I thought I could expect from Woodpeckers LLC.
This is a really saddening experience as I commented on how “excited I am to place my first order with Woodpeckers and look forward to many more!” in the comments section. I was genuinely excited to become a loyal return customer. I tried through multiple emails & order issues to accept that it was just an unlucky order. However, when the representatives refuse to inform me of the countless issues without me chasing them first, nor offer up any compassionate solutions and finally when the Executives & Managers don’t have the decency to reply when I escalate my concerns to them directly… my only choice left is to provide this feedback:
I DO NOT RECOMMEND DEALING WITH NOR PURCHASING FROM WOODPECKERS DIRECTLY IN ANY CAPACITY, PARTICULARLY IF YOU ARE LOCATED OUTSIDE OF THE USA. IF THE EXECUTIVES DO DECIDE TO RESPOND TO MY EMAIL STATING CONCERNS, I WILL PROVIDE AN UPDATE… BUT IT DOESN’T LOOK PROMISING.