AXMINSTER TOOLS POOR CUSTOMER SERVICE..

[Leveller2911]

I purchased the Le Matic BR500 Edgebander from Axminster tools at the end of December and last night I received an e-mail from them introducing their new range of edgebanders the BR300 AND 500 (The one I purchased 4 weeks ago). The e-mail went on to say how they have reduced the price of the machine from £947-95 to £799-96 (reduced by £147-99).

Its not the fact that I missed out on the deal but its the fact that I received a personalised e-mail with my name on basically telling me I paid £150-00 more than it now costs..

It shouldn't be beyond the scope of technology to not send people e-mails like this. The way they knew I had been looking at the edgebander is with cookies left on my PC. So they send out e-mails based on what I've looked at and they should have a system in place that knew I had bought it already and not send me a p*ss taking e-mail telling me I sh*t out by £150-00.

Its not the first time I've had poor service from them, I bought a rip saw off them for £3,200 which went t*ts up within 1 minute of starting up and they didn't want to come out to site to sort it even though I'd paid for an "on-site warranty".

Am I the only one who seems to get sh*t customer service from these jokers?.

Rant over and time for a beer.

[Meccarroll]

Leveller, first thing is take a step back. If it is not on delivery then just cancel an re-purchase. Second if it's an internet order then you can cancel the order but if it's already on it's way you can return depending on the purchase agreement maybe at your cost but have to pay for the item. Best speak to Axminster direct and see what they can do for you! tell them you have posted this issue on the forum

Regards Mark.

[Leveller2911]

Hi Mark, cheers for the feedback .

I did contact Axminster and all I got was an apology saying they didn't intentionally p*ss me off but see my point and they will take my name off their mailing list.. Wow, theres a company who wants to keep my business.

I do get the impression of late that they are a pile it high sell it cheap (or not) business , The tool world equivalent to "Poundland" shop with no aftersales. I think as long as people realise they won't get decent aftersales there will always be a place for companies like Axminster tool. Having dealt with them for what must be 20yrs or so I will not be buying from them again.

There are some decent localish tool shops who will now get my business and Axminster can go a take a jump. I know plenty of guys in the trade who will also re-consider dealing with them. It will cost them a lot more than £150 in lost sales from me and a few others I know and I've spent over £2k with them since last May, probably £6k or more in the last 3yrs .Its not huge numbers but I do know companies who do want to keep their customers on board as guys like me are their bread an butter.

I bought it 4 weeks ago so can't send it back on the basis of not happy with paying a premium for it . If I'm honest the money isn't the issue its the fact that they sent me an e-mail with my name on offering it £150 cheaper.

I don't seem to have much luck with dealing with them so I will vote with my feet and stop buying from them.

[Jonathan]

Leveler, next time you need machinery with a costermers service you could try felder, that's if they have anything left and it hasn't all gone to Marks

[Leveller2911]

Leveler, next time you need machinery with a costermers service you could try felder, that's if they have anything left and it hasn't all gone to Marks

Ive been looking at their F700 spindles for some time but my mate who I share the workshop with isn't interested so it will have to wait. Currently have a 1980's F700 which has been a good workhorse but showing its age now.

[Jonathan]

Leveller,
I have a KF700 the machine is 100% accurate, which makes life very easy, prior to the KF I had a elu skill saw and a router upside down in a piece of mdf

[promhandicam]

I think Axminster are primarily a hobbyist/ DIY retailer and although they sell a few 'trade' machines that isn't really their forte. You aren't the first to experience their poor customer service and doubtless you won't be the last.

[thatsnotafestool]

Mmmmm...they've always gone the extra distance for me. Can't fault them.

[Rogerdodge]

I am + 1 with thatsnotafestool , I have bought quite a few things from them. I know what you mean about the emails though. They also stopped selling Bessey toggle clamps , but still sell the Veritas clamp base which requires them. On the whole I still like and continue to deal with them.


Rog

[Neil_C]

Mmmmm...they've always gone the extra distance for me. Can't fault them.

+ 1. I've always found their customer service to be exceptional.

[mark270981]

Lol Jonathan - if they gave you poor customer service last time why did you use them again?

[Leveller2911]

I think when you get poor service from a company who you hear from others (this thread as an example) that they have had good service you tend to give them another chance.

For me personally its been twice so they are off my list and the bigger picture is I won't recommend them either. Others have touched on Axminsters apparent problem which is they are geared up for DIY and not trade.

[oldclaypaws]

Perhaps my experience is different as I am able to visit the store in person. They are not the cheapest but I find their staff patient, knowledgeable, courteous and offering very high customer service, for which I am happy to pay a premium over 'net' sellers who don't offer the face to face experience. On the one occasion I had a problem a faulty tool was replaced without question. I give them 5 stars and value their help.