Taylor toolworks customer support?

[Dueane Hicks]

I'm just wondering if anyone has had a negative experience with Taylor tool works? They charged me a 50% "restocking fee" for sending back some tool rests that were advertised as 1" yet would not fit in a 1" banjo post. They said because I opened the plastic bags they were in (two had been opened and taped shut). That they could not resell them and nailed me for a 50% restocking fee. When I contacted Robert Sorby customer service; they said there was a 100% money back guarantee and I should not have been charged if they did not fit. They are now giving me the run around and telling me "so and so will call you on Monday" No call of course. This was the sorby multi tool rest system.
I am not amused.

[Chris A Lawrence]

If you used a credit card call them and see if they can reverse the charge. Or if they are an authorized Sorby dealer ask Sorby if they can contact them.

[John K Jordan]

Yikes. I wonder if they know customers will post such experiences and thousands of people will read about them. Can't be good for business...

[David Buchhauser]

You should be able to get the full refund. I would contact your credit card company. I have had similar experiences in the past and my credit card company (Chase VISA) has always helped me out.
David

[David Buchhauser]

I did notice that their refund policy indicates that they may charge a restocking fee for items that have been opened.

"
Refund policy


You may return most new, unopened items within 15 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
Items must be returned in their original, new, unopened packaging. If the return is a result of our error we will cover the return shipping. If the return is not a result of our error the buyer will be responsible for return shipping. A restocking fee may apply."

https://taytools.com/policies/refund-policy

[Chris A Lawrence]

If his banjo is truly 1 inch and the post is to big that sounds like a defective part not an average return. Only way your going to find that out is by opening the package.

[David Buchhauser]

In that case, I would think they would just replace the defective part at no charge.
David

[Eric Danstrom]

Seems strange Sorby sells rests that don't fit a proper banjo.
- What kind of lathe do you have?
- What does your banjo measure at?
- What did the Sorbys measure at?
- What do your existing rests measure at?

[Timothy Thorpe Allen]

Some Grizzly (and other) lathes reportedly use a 25mm post, not a true 1 inch....

[Jim Barkelew]

Sounds like the banjo is actually 25mm, not 1 inch. About 0.02 inch too small. I had this issue and drilled the banjo out with a 1 in drill. I would guess the tool rest is made with 1 in bar stock and unlikely to be too big.

[Frederick Skelly]

Couple things come to mind.
1. Any way I cut it, a 50% restocking fee for an item like this is far too high. They could easily put it in a new, sealed plastic wrapper and resell. A cheap way to do it is with a "seal-a-meal" type machine you buy for the kitchen.I have even seen original packaging that is a heavyweight ziplock bag with a staple in it.
2. Unfortunately, it isn't Taylor Tool's "fault" if your banjo isnt a true 1". If it isnt 1", they didnt falsely advertise.
3. But Sorby's 100% satisfaction guarantee should cover the fact that your banjo isnt a true 1 inch. Since you already returned it, invoking that will be harder. I'd call them back and ask if there's a way to somehow take advantage of that now. If not, I'd dispute the charges with VISA and negotiate a much-reduced restock fee.

Good luck.
Fred

[Dueane Hicks]

My Nova post system which is 1" fits with no problem! Unfortunately Taylor did not call me back to find out if there was another way. They answered an email, but just said someone would call back; then they did not call. I did measure them, and the banjo was exactly 1.0+ a smidge (cant remember), but the posts were over 1.0, which I'll attribute to poor machining. I even ran a 1" milling bit through the banjo. I'm going to call them again today and tell them just send them back, I'll give them away or sell them on ebay.

[Jens Hoffmann]

Couple things come to mind.
1. Any way I cut it, a 50% restocking fee for an item like this is far too high. They could easily put it in a new, sealed plastic wrapper and resell. A cheap way to do it is with a "seal-a-meal" type machine you buy for the kitchen.I have even seen original packaging that is a heavyweight ziplock bag with a staple in it.


While I don't necessarily disagree with you, I would like to point out that it's not just the cost of the item that they need to consider. Receiving it back, repackaging it, and putting it back in inventory costs them money as well.

[ChrisA Edwards]

While I don't necessarily disagree with you, I would like to point out that it's not just the cost of the item that they need to consider. Receiving it back, repackaging it, and putting it back in inventory costs them money as well.

Yes, it's a sad situation, but when someone has an issue with a retailer, whether the customer or supplier is right, this company has lost me as a future potential customer and I wonder how many more reading this thread. Was the 50% restocking fee worth this?

[Alex Zeller]

If they were made wrong then it wasn't Taylor's fault but as the seller they are responsible to make it right. A restocking fee is only for someone who buys something and then changes their mind. What worries me more is that either Taylor is charging the customer and restocking something defective (which means the next person they sell it to most likely will be sending it back). Or they are willing to make a profit off a customer off of a defective product. That's unacceptable. I would wait until after the holidays and try once more to see if they are willing to resolve this. If not then call the credit card company. Personally I don't know why a company would risk loosing customers. There's far too many places selling the same stuff to risk loosing any customers.

[Nicholas Lawrence]

Yikes. I wonder if they know customers will post such experiences and thousands of people will read about them. Can't be good for business...

A company has a right to decide the terms on which it will do business just the same as the customer does. A relative works in retail, and it is not uncommon to have someone order a dozen different clothing items, with no intention of keeping more than one. The rest just get sent back for the no questions asked refund. If a business does not want to have the kind of customer service overhead to allow that kind of thing, a restocking charge will help prevent it, and also avoid unhappy customers by letting them know up front they want to look elsewhere if they are not sure what they want.

I am not clear if the OP ordered a part that he thought would fit but just does not, or if he ordered a part that should correctly fit and it is defective. If it is defective obviously the seller ought to replace it with a proper part.

[Frederick Skelly]

While I don't necessarily disagree with you, I would like to point out that it's not just the cost of the item that they need to consider. Receiving it back, repackaging it, and putting it back in inventory costs them money as well.

Your point is very valid Jens. IMO, 20% is fair for just those reasons. 50% is too high for me to do business with them, personally.

[Frederick Skelly]

If they were made wrong then it wasn't Taylor's fault but as the seller they are responsible to make it right. A restocking fee is only for someone who buys something and then changes their mind. What worries me more is that either Taylor is charging the customer and restocking something defective (which means the next person they sell it to most likely will be sending it back). Or they are willing to make a profit off a customer off of a defective product. That's unacceptable. I would wait until after the holidays and try once more to see if they are willing to resolve this. If not then call the credit card company. Personally I don't know why a company would risk loosing customers. There's far too many places selling the same stuff to risk loosing any customers.

Alex, there's a possibility that his lathe is not a true 1". Is it really a defective part in that case? (Assuming the diameter of the item they sold him really is 1"?)

[Thomas Wilson80]

Alex, there's a possibility that his lathe is not a true 1". Is it really a defective part in that case? (Assuming the diameter of the item they sold him really is 1"?)


He said "the banjo was exactly 1.0+ a smidge (cant remember), but the posts were over 1.0, which I'll attribute to poor machining" so it sounds like this is not a problem with his banjo but a clear cut problem with the purchased product. I'm sure it makes no difference, but I personally will never buy from them, FWIW.
Tom

[Frederick Skelly]

He said "the banjo was exactly 1.0+ a smidge (cant remember), but the posts were over 1.0, which I'll attribute to poor machining" so it sounds like this is not a problem with his banjo but a clear cut problem with the purchased product. I'm sure it makes no difference, but I personally will never buy from them, FWIW.
Tom

Well heck Tom, you're right. I missed his second post. Sorry guys.

[Chris A Lawrence]

Another thing to consider is if Robert Sorby deals with the end user. The brief look at there website I do not see any where to buy direct from them. Its possible they may expect there authorized dealers to handle any defect returns. You would have to check with Sorby to confirm that.

[Brian Deakin]

The Uk. Robert Sorby site lists a number of tool post diameters

Stems are available in ½", ⅝", ¾", ⅞", 1",1⅛" 25mm, 28mm and 30mm diameters to fit most popular lathes.

https://www.robert-sorby.co.uk/woodturning/woodturning-accessories/modular-tool-rest-system/l765-s13-stems (scroll down page)

It would probably be sensible to ask Taylor tools to measure the diameter of the post with calipers,check the code on the packaging( see website ) and compare to the measurements and code with the website to establish which variant of toolpost you received

[Dueane Hicks]

They have decided that if I pay them the 50% refund back. They will ship the tool rest post, and the 3 rests, free of shipping. I ran a 1" milling bit through my banjo, just make sure, it did not even hit the metal. I'm just going to send the post itself back to sorby and they should send one that is actually machined to the specified size that was on the listing. Maybe I can use them for paper weights?

[Brian Deakin]

Dueane
I think the most likely explanation is you have been sent the incorrect post(stem)

Ask Turner tools to measure the diameter of the post (stem) and check the item number on the packaging These steps should establish the answer

I would suggest you have probably received one of the following sizes 1⅛" 25mm, 28mm or 30mm diameter tool post(stem)

see website below and scroll down

https://www.robert-sorby.co.uk/woodturning/woodturning-accessories/modular-tool-rest-system/l765-s13-stems

[Frederick Skelly]

I'm trying to decide whether or not I think this is "fair". I see their stuff on Amazon all the time as "Taytools", so it matters to me for potential future purchases......

According to their website (taytools.com), they offer free shipping within the US, so you're not out any money for that. But did they finally agree to pay for your return shipping? (Their return policy says they pay return shipping on a defective part or the wrong part.)

Edit: Maybe you're tired of messing with this but it sure seems like they should check it as Brian Deakin suggests and then send you the correct item. As is, once you get it back you might still have to pay to send the tool post back to Sorby. In England.

Fred

[Meryl Logue]

Interesting thread. And a decision maker for me. If I have to pay for shipping a defective item back, that’s a full fail.