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Reply by Pixxture

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Posted on Is good customer service a thing of the past?

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Pixxture

44 posts in 952 days


#1 posted 03-22-2018 12:40 AM

From both sides now
I have a love/hate relationship with rockler. Ordered a laguna ts. A week later i called to verify order status, NOT delivery date. The cust srvc rep told me i needed to wait two more weeks b4 she would check order status (ie order was placed?, order is back ordered? etc). I called back 1 day short of my 3 weeks and was told i was 1 day short of 3 weeks. I talked the lady into checking my order status and found it was on back-order for another 7+ weeks. I cancelled. Yet on their products, not drop shipped ones, they are very good, order status is automatically sent within hours.
At the same time i work at a big box store in tools and hardware, and find that with low staffing there is no way i can give proper service to all.

Very frustrating being on both sides


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