How to handle customer service when something goes wrong.

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Forum topic by DaveInGA posted 04-15-2018 01:42 PM 539 views 0 times favorited 1 reply Add to Favorites Watch
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22 posts in 1010 days

04-15-2018 01:42 PM

Back on March 27th I ordered a Jet 16-32 Drum Sander on ebay at a very good price. The seller nickname on ebay was sierravictorindustries. I knew when I ordered it they were very low on stock and it may be backordered, but I wasn’t in a rush, as I had other machines and some wiring to do before I’d be ready for the drum sander.

Sure enough, I got a very polite email/message from sierravictorindustries letting me know the 16-32 sander had ran out of stock, when the next shipment would come in and would that be acceptable or would I like a refund (I had paid with paypal.) I emailed/messaged back and told them the time frame would be fine.

Last Wednesday came around and I got a call from AAA Cooper Trucking/shipping wanting to set up a delivery time window. I told them anytime the next day was acceptable. The next day came and the sander was never delivered within the time frame. So I called the scheduler lady back and asked about the sander, where was it? She told me the driver had called and told her he’d talked to me (he hadn’t) and we’d rescheduled for another day. I told her that he had not talked to me. She apologized, told me she’d straighten it out and we rescheduled for the next day.

The next day (Friday) came and still no sander within the appointed time frame. I called her, got a voicemail and had a bad feeling. So I messaged sierravictorindustries and gave them the information on the shipper and what had happened.

Within an hour, Dan, the owner of sierravictorindustries, called me and apologized for the shipper. He had found out the shipper had “lost” the package and had not been honest with me about the situation. (I suspect the sander was stolen.) He also said it had been drop shipped from Jet in Tennessee, which is a short distance from me. He said he’d call Jet and get them to send another sander via a different carrier. I said thank you and told him if he needed to contact me, just message/text or email since we hit it off on the phone and tended to talk a long time. (We’re both small business owners and because of this, our time is precious during the business day, needing to focus on customers.)

Before close of business Friday, I got a text from Dan letting me know Jet was shipping another sander out via a different carrier, gave me the carrier’s name, the Pro# and when I could expect it to be in. I texted back, thanked him and said I’d be on the lookout for the new sander. Problem resolved quickly, easily and with as little drama as possible.

To me, the combination of quick, personal response and honest, effective communication were the epitome of a professional customer service oriented outfit. I highly recommend sierravictorindustries and Dan to anyone if you’re looking to buy on ebay and he has what you’re looking for in stock. Because I know if anything goes wrong, Dan will get on it and resolve it quickly with no pain to the customer. Doesn’t get any better than that for when things go wrong in a purchase, even when the shipper’s internal problems were no fault of Dan/sierravictorindustries.

Best Regards,


-- Dave back into woodworking in Jefferson, GA

1 reply so far

View ArtMann's profile


1480 posts in 1672 days

#1 posted 04-15-2018 02:03 PM

We hear so many bad customer service reports. It is nice to hear about good service too. I hope someone else gives them a look based on this report.

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