Amazon completely failed on new fence TWICE!

[Ben Cadotte]

Back in Oct I ordered a shop fox fence with 7' rails. About 8 days later I received a shorted shipment. They did not ship the 7' rail and angles. After chatting, and phone conversations with 3 different people I finally got someone from hardlines to understand the situation. They agreed to ship out another fence set, since it was impossible for them to just ship the missing rails. So I agreed to this. When it was to be delivered they were to take back the original.

Well after waiting for the 2nd shipment. They shipped just the fence and legs, no rails AGAIN. This was discovered before final delivery to me when the trucking company called me. I had the trucking company verify what was in the shipment. And Amazon made the same error as the first.

Now its been 6 weeks since first order and I still have not received a refund as they have not scheduled a pick up of the first short order. The 2nd order was cancelled durring shipment so I was not charged for it. I am at my witts end with Amazon on this. They will not take back the original shorted shipment by UPS even though its light enough and small enough for them to take it. But because it has to be shipped by truck when shipped by them. It must be returned by truck shipper.

I have always had very good experiences with Amazon, but this really takes the cake.

[Steve Kohn]

Did you use a credit card to pay? If so get the credit card company involved by refusing to pay that charge. I've had very good luck with Mastercard or Visa on my side.

In fact I always use a credit card even when using Paypal.

[Josiah Bartlett]

Definitely involve the credit card, they will make it right and/or give you your money back. They're good at it, too.

[Cary Falk]

Get the Credit card company involved. When it is all settled, order the fence directly from Grizzly. You will get better CS.

[Will Overton]

Although you ordered it from the Amazon website, are you sure you bought it from Amazon. On their site now, I see that item sold be Grizzly. In the cases where it says "sold by" a vendor other than Amazon, you should address your problems directly with the vendor.

[Ruhi Arslan]

Shop Fox W2006 Classic Fence with 7-Foot Rails and Legs

Ships from and sold by Amazon.com.

But doesn't mean that it is coming from amazon warehouse. I am guessing that the packages are not listed as package 1 of 3 or such. Shipping the same thing incomplete twice hints an error on their packaging order for this particular item. It may be resolved by contacting Shop Fox and have them help out.

[Jack Pinkham]

Amazon's free shipping took 12 days for an assortment of Kreg screws to travel from Nevada to Oregon. Meanwhile, the screws went on sale at my local Rockler for a better price.

Regarding credit cards: Last month I found a fraudulent charge for $700 of liquor from a London, England merchant on my statement. VISA Fraud Department immediately closed the account and issued a new card. A few days ago they sent me a letter noting that THEY had detected the fraud attempt and that all was well. Last night I found that the original fraudulent charge is back on my statement, along with a $20 "foreign transaction fee".
I immediately called VISA last night. After punching in my credit card number and giving my date of birth and last 5 of my SSN 3 times, and having the opportunity to listen to their cheery elevator music for 15 minutes, I was informed that I need to talk to the "Existing Fraud Department" instead of the "Fraud Department" and that they were closed for the day.

[Will Overton]

Shop Fox W2006 Classic Fence with 7-Foot Rails and Legs

Ships from and sold by Amazon.com.

But doesn't mean that it is coming from amazon warehouse. I am guessing that the packages are not listed as package 1 of 3 or such. Shipping the same thing incomplete twice hints an error on their packaging order for this particular item. It may be resolved by contacting Shop Fox and have them help out.

They also have;

Shop Fox G9220 The Classic Fence w/ 7' Rails & Legs

by Shop Fox (http://www.amazon.com/s/ref=bl_sr_hi?_encoding=UTF8&node=228013&field-brandtextbin=Shop%20Fox)
4.0 out of 5 stars (http://www.amazon.com/Shop-Fox-G9220-Classic-Fence/product-reviews/B0000DCZWZ/ref=dp_top_cm_cr_acr_img?ie=UTF8&showViewpoints=1) See all reviews (http://www.amazon.com/Shop-Fox-G9220-Classic-Fence/product-reviews/B0000DCZWZ/ref=dp_top_cm_cr_acr_img?ie=UTF8&showViewpoints=1)(6 customer reviews (http://www.amazon.com/Shop-Fox-G9220-Classic-Fence/product-reviews/B0000DCZWZ/ref=dp_top_cm_cr_acr_txt?ie=UTF8&showViewpoints=1))
6 Reviews
5 star (http://www.amazon.com/Shop-Fox-G9220-Classic-Fence/product-reviews/B0000DCZWZ/ref=dp_top_cm_cr_acr_pop_hist_5?ie=UTF8&showViewpoints=0&filterBy=addFiveStar):
(2)4 star (http://www.amazon.com/Shop-Fox-G9220-Classic-Fence/product-reviews/B0000DCZWZ/ref=dp_top_cm_cr_acr_pop_hist_4?ie=UTF8&showViewpoints=0&filterBy=addFourStar):
(3)3 star: (0)2 star (http://www.amazon.com/Shop-Fox-G9220-Classic-Fence/product-reviews/B0000DCZWZ/ref=dp_top_cm_cr_acr_pop_hist_2?ie=UTF8&showViewpoints=0&filterBy=addTwoStar):
(1)1 star: (0)
› See all 6 customer reviews... (http://www.amazon.com/Shop-Fox-G9220-Classic-Fence/product-reviews/B0000DCZWZ/ref=dp_top_cm_cr_acr_pop_hist_all?ie=UTF8&showViewpoints=1)



List Price:$275.00Price:$265.00 You Save:$10.00 (4%) o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
In Stock.
Ships from and sold by Grizzly (http://www.amazon.com/gp/help/seller/at-a-glance.html?ie=UTF8&seller=A2LM8ZC59IT9RX).



Which is why I asked. :rolleyes:

[David Weaver]

Check the label on what you got. I'll bet it's labeled as if it's the whole thing.

They're idiots about that.

I had the same problem with a grip-tite system. they put the upc label for the whole system on one of the small magnetic featherboard boxes. Apparently on a lot of them. Since the people who sell them have no idea that a label that says "grip tite 42-inch system" can't fit in a 10 inch box, and since the pullers have no idea what they're pulling, you have zero chance of getting the right thing until new stock labeled correctly comes in.

The first box I got had a upc sticker that said "grip tite system". It took forever on the phone to find an english speaker when I called to try to get them to make sure they didn't just send me the same thing again since they were mis-tagged.

Of course, they assured me that they'd send another one and it would be the whole set.

I got the second one, it was the same. One featherboard with a UPC sticker on it saying it was the whole set with a 42" steel fence face - in a 10" long box.

I sent it back again and told them they were still mis-tagged and they said that I could return it and I wouldn't be allowed to buy the same thing again, because it's their policy not to ship something more than twice to prevent fraud :rolleyes:

[Greg R Bradley]

A month ago I took advantage of a sale on Makita LXT Flourescent Flashlights. I bought 2. When they arrived, they were just the bulbs!

I went through their process and returned them. Still waiting for my credit 3 weeks later. They refuse to ship the correct items.

I have always found the local tool dealers to have better deals on tools when they have their sales.

[Greg Portland]

In the cases where it says "sold by" a vendor other than Amazon, you should address your problems directly with the vendor.NO. You are much better off contesting the sale through Amazon. They will contact the seller and push for a resolution to the problem. If the seller does not fix the issue then Amazon can discontinue their items on their website.

[Will Overton]

If the vendor was Grizzly you wouldn't have to push. They would correct the problem, and they would know exactly what you were talking about.

The Amazon rep in India probably doesn't know a fence rail from a railroad. ;)

[David Weaver]

If the vendor was Grizzly you wouldn't have to push. They would correct the problem, and they would know exactly what you were talking about.

The Amazon rep in India probably doesn't know a fence rail from a railroad. ;)

Trust me, they do not. In both cases of screwed up orders that I've had, I tried to talk to the person from india getting them to look at the item picture and telling them which part of it I'd gotten and which parts I didn't.

All I got as a response were generalized statements that seemed like they were from a bullet point list.

[Tom Ewell]

I've bought Shop Fox, PSI and several other labels through Amazon.

When there have been missing items, I drop a pertinent email or call the vendor directly.

The involved vendors fixed the problem, did not deal directly with Amazon unless I needed a contact email or phone number for a vendor.

Amazon will take a full exchange just like any retailer but this is usually uneccessary just to get missing parts.

[Dan Karachio]

I have read too many stories like this and will never ever order tools fom amazon.

[John Lanciani]

I have read too many stories like this and will never ever order tools fom amazon.


Just to balance the discussion, I've spent many thousands of dollars on tools and stuff from Amazon over the years and on the extremely rare time that there has been a problem it has always been sorted out promptly with no more than one or two e-mails. Maybe I'm lucky, maybe being a charter member of prime helps, or maybe they just tend to get things right most of the time. I've had worse luck with Home Depot...

[Mark Engel]

Just to balance the discussion, I've spent many thousands of dollars on tools and stuff from Amazon over the years and on the extremely rare time that there has been a problem it has always been sorted out promptly with no more than one or two e-mails. Maybe I'm lucky, maybe being a charter member of prime helps, or maybe they just tend to get things right most of the time. I've had worse luck with Home Depot...

I second that.

Amazon does many thousands of transactions every day. For every complaint that you hear or read about there are a thousand happy customers that never say a word.

Noboby can get it right every single (or double) time.

[Steve Griffin]

I would hope the thread starter knows that Amazon is not the company that builds and ships his fence.

I've used amazon for years for as much as I can. I've only had one problem--a deadbeat worthless company who sent me some damaged polyurethane after much waiting. I never would have considered blaming Amazon for this transaction, but then I know who was at fault.

-Steve

[Dave Lehnert]

I was reading one night on Sawmill about a deal on a miter gauge from Amazon so I placed an order. It was around 11pm. No kidding at 10am the next morning the box was on my doorstep. That was with the free shipping. Must have made a mistake or something and sent it overnight.

I have ordered many tools from Amazon with no problem. They were all like routers and bench top stuff. Larger tools like a tablesaw I order local.
I had a fence problem with my JET cabinet saw I purchased at my dealer. The replacement fence was defective worse than the original. The dealer gave me any fence I wanted he had in store to fix the problem. I got the JET fence with micro adjust. If I had ordered from an on-line retailer it would have been a mess shipping everything back.

[Ben Cadotte]

This fence was 100% amazon sale. Not through a 2nd seller on Amazon's site. I only ordered from Amazon because it was just a couple dollars less than Griz. I figured since it was from Amazon, what could go wrong. Well the story gets even worse.

On Friday at 12:30 the trucking company calls and asks if I was available for them to pick up the fence that day! Fortunately, I just happend to be home from work. So, I said yea I will be waiting. The truck shows up about 4 and I was like yes, I finally can get rid of this fence.

First thing the guy asks me is, where its going. I'm like Amazon is the one who ordered you to pick it up. The driver calls his office and they say they were called by Amazon and they needed to do a pick up right away. So, nobody had the return shipping information. After about 15min on the phone the Amazon rep finally did a 3 way call between Amazon, ABF, and PAF (company actually picking up the fence). So, after all this, I let the package go with just a tracking number on the shipper. Amazon sent a return authorization to ABF by email and ABF was to forward it to PAF. I really don't have a good feeling about doing that. But was assured it will get to where it needed to go.

On Sat I got a notice that Amazon was refunding my shipping on the fence $28. The thing is I didn't pay shipping on it. Just $309 for the fence with free shipping. So, they are going to refund me $28 for shipping and have to wait till the box arrives for the fence. Does anyone else feel a little skittish with that? I called them and I don't think they even have a clue. They said it could be 2-3 weeks for the item to arrive back for the full refund. I bet I have ordered at least 100 things from Amazon. I guess if they are 99% efficient. This would be the 1% that finally got too me.

[Will Overton]

I returned a ras to Amazon to exchange for a damaged one. They sent the new one first and had the trucker pick up the old one at that time. All this was within a week. I then got a refund notice for shipping charges that I never paid. I contacted Amazon through the call me back option. I explained that the refund was an error. She checked the system and cancelled the $35 refund. Then, she said to thank me for my honesty, she issued me a $50 Amazon gift certificate.

I hate it when Amazon screws up! :)

[David Weaver]

:rolleyes:There are always fans, and I have ordered a lot of small things from amazon, but I won't order any more large power tools from them.

When I got my TS, the fence and the saw were shipped separately. That's, of course, standard procedure. I get a call from the freight guy, he's got my saw (so he thinks), and I stay home from work the next day. I get only the fence, no saw, and the bill of sale that I have to sign to confirm delivery says I've got everything. It didn't say the saw separately, etc. I had no idea what to do, the guy's not going to leave until he's got a signature, and I didn't want to trouble him because it probably wasn't his fault.

So I sign it, he leaves the fence, and I go to call amazon. I can only get someone in india. I'm already wasting a day to stay home from work, and I keep going through CS to try to get someone who understands that I don't have anything other than the fence, but the bill with it says that order and delivery are complete. All I get is people that sound like they're reading through a bullet point list, and they want me to return the whole thing....

.. I don't have the whole thing, I only have a fence...

It still doesn't sink in for anyone, so I call the US based tool dealer (this is 4 years ago now) that you call if you're ordering, and they say they're only allowed to process orders, and that I need to call CS, and hang up. I call them again and tell them (the speak english and understand tools reasonably well) and yell a little to make sure they understand that I'm going to keep calling back and finally, I get someone who understands that I'm going to send the fence only back and contest the entire charge, and they check to find out if only the fence was shipped. They say their records show everything was shipped and I should have it. I don't. So instead of digging to find out why, they tell me to call the freight company.

I call the freight company and they don't have a record of anything, and I call amazon back and they finally call the freight company themselves. No track of where the TS is, just wait a few days and see if it shows up.

So I go back to work the next day, and the freight guy calls again while I'm at work and says "I've got something of yours, i'm going to drop it off today".:rolleyes:

Great, except I'm at work. So i take a second day off the next day and finally get the saw. Two days off, several hours on the phone in between and no idea if I'm going to have a big mess until the saw finally gets delivered.

Not worth it.

thanks to that, though, and trying to avoid it, I found a good saw dealer and saw sharpening place about a half hour from my house, one that I never knew existed, and one that's priced about the same as amazon.

I will say my experience with amazon was better than tool king, though, who sent me a planer with cracked castings and ignored emails and calls ,and when I did get a hold of them, every time they said they had to arrange a return order and set a time for a UPS guy to come by and check the packaging, and I'd get a call "the next day" with details. After about a month of that, I just ordered a replacement casting for the planer and ate the cost. They're totally worthless.

[David Weaver]

I have ordered many tools from Amazon with no problem. They were all like routers and bench top stuff. Larger tools like a tablesaw I order local.


That's a good policy - small, buy anywhere, big buy local (if you can). I've never had any issue with the small tools, either, other than a screw-up on the grip-tite system, which didn't really cost me anything other than hassle in the end.

[Prashun Patel]

I've ordered much from Amazon, including tools small and large. I've had issues on occasion, and they've been cleared up sometimes easily, sometimes not. But the prices, speed, and selection are really unparalleled. I do not experience them to be ill intended or incompetent and will continue to purchase from them.

I find it sad that consumers have become spoiled: we want things at the best price and super fast, but when there's a hiccup - even if it's a very large hiccup - we're not very forgiving or understanding of the complexity involved in making it seamless easy for us the other 999 times we order.

[Brad Patch]

I recently went through a protracted dispute with a non-woodworking related retailer. Its been about 5 months and I think final resolution is about here. I learned that credit card payment to a retailer is made almost immediately upon purchase. When a unresolved dispute arises the only option that a customer has is initiating a Charge Back procedure with your credit card provider. Documentation is key in resolving a Charge Back, copies of all electronic data, registered letters, etc. The more data that you can provide the more likely the Charge Back will successful. Good Luck!

[Van Huskey]

My ONLY issues ever with Amazon has been when something shipped in more than one box, twice on two different products I only got part of the shipment. It was taken care of both times, though I am still dubious of ordering things of this nature from them.