Lee Valley Customer Service-UPDATE

  • Advertise with us

« back to Power Tools, Hardware and Accessories forum

Forum topic by Sandra posted 01-29-2014 12:28 PM 1642 views 0 times favorited 16 replies Add to Favorites Watch
View Sandra's profile


7207 posts in 2681 days

01-29-2014 12:28 PM

Not only did my new vise arrive promptly in the mail, but I also received a nice note and a check refunding me the difference between the quick-release vise and the replacement one.

Already loved Lee Valley – this is icing on the cake

About a year ago, I ordered a quick-release vise from Lee Valley.
It was a struggle to install, but I got it done. I never was quite happy with it – you have to turn it 1 1/2 times to get it to release and it’s a bit like a combination lock – if you go too far, you have to start over again.

A few weeks ago, I couldn’t get it to release at all. I got under my bench and took a look and then got disgusted and decided to deal with it later.

Last week, I was at the Lee Valley store in Nova Scotia. I asked the gentleman about the quick release vises and told him that I’ve hated mine since I got it.

He gave me a prepaid mailing label and said to put it in a box and ship it back and they would exchange it for a different one or give me my money back.

That’s what I call customer service.

-- No, I don't want to buy the pink hammer.

16 replies so far

View Monte Pittman's profile

Monte Pittman

30505 posts in 2944 days

#1 posted 01-29-2014 12:33 PM

Thanks for the post. Since I am looking for a few items, they are one of the vendors I am shopping at. Nice to know it’s worth it.

-- Nature created it, I just assemble it.

View lightcs1776's profile


4250 posts in 2260 days

#2 posted 01-29-2014 02:11 PM

Now that is excellent customer service. I’ll definitely be looking at them for tools in the future.

-- Chris ** If there must be trouble, let it be in my day, that my child may have peace. — Tom Paine **

View DocSavage45's profile


8881 posts in 3449 days

#3 posted 01-29-2014 02:12 PM

Good to know.

How are you?

I bought a Jorgenson on Amazon a while ago. I have to lower my bench which is FIRMLY attached to my wall. and probably reduce the thickness of my overbuilt (2×6 ) bench.

Won’t be able to comment on the vice for awhile.

-- Cau Haus Designs, Thomas J. Tieffenbacher

View PurpLev's profile


8554 posts in 4255 days

#4 posted 01-29-2014 02:16 PM

they have customer service second to none. I have been “sold” years ago and know I am getting quality, and service for life. never anything less than stellar experience with them.

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View distrbd's profile


2252 posts in 3053 days

#5 posted 01-29-2014 02:29 PM

I have dealt with two different Lee Valley stores since 2001 and I have always been treated well with both,they sure know how to keep their customers happy.

-- Ken from Ontario, Canada

View Matt Przybylski's profile

Matt Przybylski

580 posts in 2984 days

#6 posted 01-29-2014 02:31 PM

Totally agree. Not only is their CS great but their products are high quality. I love LV.

-- Matt, Arizona,

View gtbuzz's profile


427 posts in 3048 days

#7 posted 01-29-2014 02:36 PM

Wow, thanks for sharing. I’ve ordered from them in the past and have never had any reason to ever use their customer service, but hearing something like this makes me want to buy from them even more in the future.

View Nicholas Hall's profile

Nicholas Hall

352 posts in 2713 days

#8 posted 01-29-2014 02:44 PM

+1 for doing business with Lee Valley

I actually enjoy giving them money. I know I’m supporting a company that cares about the quality of tools as much as I do. Every Veritas tool I have ever bought exceeded my expectation. Every interaction I have ever had with Lee Valley has been a positive one.

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

View CFrye's profile


10823 posts in 2446 days

#9 posted 01-29-2014 03:53 PM

Wow Sandra! Great to know. I ordered from them the beginning of the month on their free shipping deal. Even the item that was backordered was shipped free. Good to hear it was not an isolated incident.

-- God bless, Candy

View AtlanticBryan's profile


31 posts in 2451 days

#10 posted 01-29-2014 04:08 PM

Sandra’s post reflects my 30 years of experience with Lee Valley as well. My latest was very simple – an email query as to how I could have my shipments sent via Canada Post rather than UPS (I live on an island – UPS doesn’t have boats – it’s always a hassle). I got a response within 15 minutes that my profile had been annotated Canada Post only. It’s only a small thing, but reflective of three decades.

-- I'm not talking to myself ... I'm consulting an expert!

View LakeLover's profile


283 posts in 2546 days

#11 posted 01-29-2014 10:50 PM

1982 My Wife and folks were driving into Toronto. Heard an radio interview with Mr. L.Lee. Very interesting.

Saw my first catalogue later that year. Been a faithul customer since.

View JADobson's profile


1448 posts in 2717 days

#12 posted 01-29-2014 11:26 PM

I used to work for a magazine that was moving their content online. Their original copyright agreements with contributors had made no mention of copyright so I had to contact every contributor and negotiate permission. L. Lee had been interviewed in the magazine and had contributed family photographs for the article. The magazine didn’t have current contact info and he wasn’t in the phonebook so I called Lee Valley customer service and within two hours I had everything I needed from Mr. Lee. I couldn’t believe how quickly a message got from a front line customer service worker all the way to the top. I was already a customer before that experience but they really impressed me. I don’t think I’ve ever heard a bad story about their service. I can think of a few companies that could take few notes.

-- No craft is very far from the line beyond which is magic. -- Lord Dunsany — Instagram @grailwoodworks

View TheDane's profile


5727 posts in 4269 days

#13 posted 01-29-2014 11:31 PM

Lee Valley has it going both ways … outstanding products and first rate customer service.

-- Gerry -- "I don't plan to ever really grow up ... I'm just going to learn how to act in public!"

View BentheViking's profile


1782 posts in 3170 days

#14 posted 01-30-2014 02:39 AM

great to hear. never bought from them, but its great to know they are a reputable source. I do plan on making a few purchased when I can gather some spare scratch.

-- It's made of wood. Real sturdy.--Chubbs Peterson

View KMT's profile


603 posts in 3269 days

#15 posted 01-30-2014 02:57 AM

I order from Lee Valley all the time. Their service is second to none! I am actually surprised that you had a problem with that vice, I have the same one and I really like it. I guess once in a while things don’t go quite right. But, yes, as far as customer service, Lee Valley is in the top of the league!!

-- - Martin

showing 1 through 15 of 16 replies

Have your say...

You must be signed in to reply.

DISCLAIMER: Any posts on LJ are posted by individuals acting in their own right and do not necessarily reflect the views of LJ. LJ will not be held liable for the actions of any user.

Latest Projects | Latest Blog Entries | Latest Forum Topics