Lee Valley / Veritas service

[Loco1960]

I can report another case of excellent service form Lee Valley/Veritas, going well beyond the norm.

I emailed asking about purchasing some spare rollers for the Mk2 Honing Guide and George from Veritas came back to me to see if there was a problem with the tool as I had purchased a spare some two years ago - he was concerned that they were wearing out. There wasn't a problem at all but I did describe how I damaged one and wore out the other using it in a way not intended by the manufacturer (on a linisher).

That sorted, the Customer Service dept of Lee Valley took over and I ordered two spares, dealing with Dennis Stimson. I opted for slow freight as there was no hurry but the items arrived in 4 days, Ottawa to Melbourne!

That's what I call customer service, attention and concern over their product and rapid support. Nothing short of excellent! This company deserved the support of all of us.

I am sure Mr Lee will see this; hopefully he will thank the employees personally and reinforce the excellent culture.

Regards,

Fraser

[rsser]

Terrific.

[Woodwould]

I submitted an idea to Veritas a while ago which they took up and manufactured (I would like to keep the details confidential). The whole experience was handled in a professional manner, the equal of which I haven't encountered since 'the good ol' days (thirty plus years ago when integrity and pride were endemic in businesses).

Not only were the terms and royalties customised (at Veritas' insistence) to be more favourable than I was initially lead to expect, but also unexpectedly, I was sent a large box containing several of the tools free of charge (which I have given to other forum members).

On a separate occasion, I offered feedback on one of Veritas' products, basically outlining an area where I believed an improvement could be made. I wasn't asking for, nor expecting anything, but a box arrived with some replacement parts which were definitely to my approval.

Aside from the quality of Veritas' tools, I'm convinced Lee Valley could just about trade on their customer service alone! It's quite exceptional and welcome in this day and age.

[rsser]

Impressive.

Yes, I've sent questions via email to LV and had replies overnight.

The other exemplar of service is the Tormek forum where the manager of the US importing firm provides quick and useful replies to queries.

[Vann]

I opted for slow freight as there was no hurry but the items arrived in 4 days, Ottawa to Melbourne!My tool dollars are precious, and I hate to spend up to 50% of the value of the tool, on postage. So all my orders come 'surface'.

I'm pleased to say that twice the packages arrived within a week of confirmation of order. I don't know if I should thank Lee Valley or Canada Post.

However I just can't fault Lee Valley's fast and helpful service. A great firm to deal with.

Cheers, Vann.

[Claw Hama]

This story just keeps going, as it should.:2tsup: "People" and a company which is more "people" with pride in their work and must love what they make and do.:U

[AlexS]

Yep, this is typical of Lee Valley's service. Absolutely A1.

[wolften]

...and I'll way in with my $0.02.
I hope and wish a few of the Aussie companies sit up and take note.

[rsser]

Well, I have had excellent service from Aussie companies too. Eg. a graphic design company that sent me two acrylic squares, by courier, to make router bases from, for no charge.

[Claw Hama]

My latest good experience wasn't quite that good but I ordered a small brimed felt hat to wear in the workshop (haven't got the hair I used to have), ordered off the net late Friday afternoon, got a conf email then a dispatch email and I had the hat before 8.00 am Monday morning. Not too shaby, hat is great, correct size and quality seems excellent for the money. Hatworld Aust.:2tsup:

[Woodwould]

My latest good experience wasn't quite that good but I ordered a small brimed felt hat to wear in the workshop (haven't got the hair I used to have), ordered off the net late Friday afternoon, got a conf email then a dispatch email and I had the hat before 8.00 am Monday morning. Not too shaby, hat is great, correct size and quality seems excellent for the money. Hatworld Aust.:2tsup:

:o You don't wear a paper hat in the shed? Anyone watching Dicken's Little Dorrit on the ABC over the past few weeks would have seen several correctly attired workers wearing folded paper hats.

[Claw Hama]

Felt Woodwould!! paper won't keep my head warm. A Trillby, the beany was too hot, the peak cap seemed to shade my eyes too much, my Akubra was just too big and in the way so a Trillby was in order.

[Woodwould]

Felt Woodwould!! paper won't keep my head warm. A Trillby, the beany was too hot, the peak cap seemed to shade my eyes too much, my Akubra was just too big and in the way so a Trillby was in order.
Paper will keep your head very warm. You just add or subtract sheets of paper until it's comfortable.

[Claw Hama]

And you know this from sleeping on park benches WW:q Yes I used to slip newspapers down my cloths when riding my motor bike years ago but paper hats arn't such a good look in the workshop. I have an image to uphold Woodwould:U

[jimbur]

Oh you poor follicly disadvantaged folk. I just let my hair grow longer in winter and crop it shorter in summer.:D
Cheers,
Jim

[jimbur]

ps. only ordered once from Lee Valley but it was perfect service

[Woodwould]

And you know this from sleeping on park benches WW:q
Exactly.


I have an image to uphold Woodwould:U
And you chose a trilby! :q

[Claw Hama]

:cool::; Ok I think we have officamily jacked Erns thread:D

[Woodwould]

Delete all the umgumbo!

[jimbur]

:cool::; Ok I think we have officamily jacked Erns thread:D

From hats to threads now :D

[Blue-deviled]

Paper will keep your head very warm. You just add or subtract sheets of paper until it's comfortable.

But that could take an Age...

Oh, and yes, their service was examplary too (thought I'd best stick to the thread)!

[Rob Lee]

(snip)

I am sure Mr Lee will see this; hopefully he will thank the employees personally and reinforce the excellent culture.

Regards,

Fraser

Hi Fraser -

Thanks for the kind comments! We'll take the credit for the good decision making, and service... but the credit for speedy delivery goes to the carrier!:2tsup:

Will have your message posted for our service staff to see....


Cheers -

Rob

[Claw Hama]

Oh and another one, when I got my LAJ a while back I got all the cattledogs too. My lovely partner Tack Hama is an Architect so she very quickly swiped the gardening and handles cattledogs ( I hid the tool one) she and her clients have been ordering handles etc and they are also thrilled with the service and quality. Which reminds me I must order some more catalogues.
Yet another feather in your cap Rob.

[Harry R]

Oh, oh - another one. Two actually. I've ordered from LV 6 times since 2007.

In 2009 the order included a LAJ blade which had a slightly chipped corner, which was easily ground off (first ever issue with a LV product). I emailed LV just to let them know about this minor issue so they could look at their QA process. I offered to send photos. I didn't request a refund or replacement. They promptly replied saying that they'd refund the cost of the blade, no photos required. Money back in my account the next day:2tsup:

Last week I ordered some stuff on Monday, after shipping method confirmation it was shipped on Thursday, and waiting for me on Monday! That's the sort of welcome home I could use every day!

Finally, for those of you with a SWMBO, here's a hint:
My SWMBO is into gardening and cooking, so every time I order from LV, I order a gardening or kitchen item for her. This last one included one of those Swiss made pruners. While she's admiring and playing with her new toy, I quickly stash my toys in the workshop before she can work out the imbalance between the 'his' and 'hers' items :roll:

[Waldo]

I rang C/Tec lasst week to see if they had the Veritas Marking Gauge (metric with micro adjust) in stock? The bloke had a look, "No, but we've got 200 on order". I asked when they'd be in, "October 15" (and gave me the name of the slow boat).

So I thanked him and ordered directly from LeeValley, that was on Friday 11th of last week. An email came back saying it would be shipped on Monday, Thursday comes today and on the door arrives a box. :2tsup:

You can't beat that kind of service. :no:

Why can't other places get things in that fast? :?

[Col]

I am another happy Lee Valley fan.

After years of hand cutting dovetails decided I would have a go at some machine cut joints so I recently purchased a Leigh jig from Carba-tec. (D4 Pro) I also wanted to get theF3 finger joint attachment and as I was booked to go to Canada and Alaska I was going to go to the Leigh Industries factory in Vancouver and buy it direct. After four emails to Leigh Industries with no replies I gave up. As Lee Valley has a new store in Victoria Canada and as I was to be staying relatively close I fired off an email to them, told them I was on my way and asked if they could get me an F3 jig and I picked up the F3 from them two days later. Coincedently I was the second Aussie in the store that day. I got a huge saving over Carba-tec and paid less than buying from the Leigh factory. Lee valley was $185.00 Canadian. Leigh Factory $199.00 Canadian and Carba-tec around $380 Aussie from memory. Chucked it in the suitcase where it went with me through the Rockies and on the cruise to Alaska. I wasn't asked once by Customs in any country what it was. I also had a few number plates and an enamel sign that I had collected for the garage wall and I wasn't questioned on those either. Anyway back to Lee Valley. I was like a kid in a lolly shop over there and the sales staff were absolutely fantastic. I got back yesterday and Leigh Industries still have not replied to my four emails.

Col
Hoppers Crossing Vic.

[Groggy]

Order #1

I ordered a replacement for the LV saw in the evening of Friday 12 Aug 10 and received a confirmation email shortly after that. Midday 16th, Tuesday, I received a phone call saying one of the items was out of stock and would be back ordered.

Order #1 Part (a) Shipped on 16th, arrived on 23rd Aug. 12 days :no:

Order #1 Part (b) Ordered on the 12th Aug, received on the 29th. 17 days :no:

Order #2
I ordered a plane from Terry Gordon on the 17th and it was here on the morning of the 19th. 2 days :2tsup:

Order #3
I ordered two items from Lee Valley Canada late on the 19th and they arrived on the 23rd. 4 days - from Canada! :2tsup:

If I had ordered 1(b) from LV on the 19th I would have got it on the 23rd with the other items in order #3.

If the original supplier had ordered it on the 16th they would have received it on the 20th. I finally received it on the 29th. :cool:

[Claw Hama]

Keeping up the tradition, ordered two dowel cutters from LV Sunday night Aust East Daylight Sav Time, arrived this morning 8.10am. Thanks Rob

[groeneaj]

Keeping up the tradition, ordered two dowel cutters from LV Sunday night Aust East Daylight Sav Time, arrived this morning 8.10am. Thanks Rob

Very much the same as me. I ordered a LAJ and 2 extra blades two Sundays ago and I received them last Friday.
I did however get a letter from the courier company on Monday saying my package had not cleared customs and to call within 3 days or my items would be destroyed.

Andy

[Claw Hama]

Run that by me again Andy, what was the issue??

[groeneaj]

Run that by me again Andy, what was the issue??

I ordered from LV on Sunday 17th October and received my package on Friday the 22nd October.

On Monday 25th October I received a letter from UPS EXPRESS titled "YOUR PACKAGE IS BEING HELD FOR CLEARANCE"
followed by.....

" UPS Pty has a package for you from Lee Valley Tools. We have been unable to clear your parcel throught Australian Customs as we require further information (Inadequate goods description)"

Then at the bottom it says
"This shipment will not be processed through Australian Customs until the required information has been provided forr clearance. Failure to contact us within three business days will result in a request for the package to be abanded" (not destroyed as previouslly thought)


I didn't really pay any attention to the letter as I had my new LAJ in my hands while I was reading the letter.

Nothing at all to do with LV, just a customs issue.

I might add that I sent a few emails to LV before purchasing and I got replies within hours - very impressed :2tsup:

Andy

[Ian Smith]

Folks,

I have received 5 or 6 emails from UPS over the past 2 months or so saying that they couldn't deliver my goods (non-specific) because of an incomplete or incorrect address and that I neded to provide more details

The thing is I wasn't expecting anything so I treated them as some sort of scam and I've deleted all of them so I haven't got an exact copy (I'll keep the next one)

It is interesting that they seem to have access to the details of your orders - just helps to make it sound more convincing - but one has to wonder at what point are they able to extract (or receive) this sort of info.

I wouldn't be responding to any email of this sort without checking first

Ian

[Claw Hama]

Thanks guys, its nice to have a little insight on these things should it happen to the rest of us.

[Big Shed]

This (http://www.snopes.com/computer/virus/ups.asp) might explain the emails, it appears to be a virus scam

[groeneaj]

This (http://www.snopes.com/computer/virus/ups.asp) might explain the emails, it appears to be a virus scam

Mine was a letter addressed to my house?

[Big Shed]

Mine was a letter addressed to my house?

I didn't say it might explain the letter:;

[mic-d]

Ordered some tools for veneering last Wednesday and they arrived today! Very happy with the whole exercise.
Scraper plane and spare toothing blade, 50tpi veneer saw and purfling cutter.:):)

Cheers
Michael

[lesmeyer]

Another order from Lee Valley. My 24th in 6 years. That should say it all. Less than 5 days to my door. I was overcharged for shipping and I sent an email to query the weight I was charged for. The person at LV fixed it all in less than 1 hour after I sent the email. A credit to my CC was arranged. It is the 2nd mistake in 24 orders, but it is the attitude with which it was rectified that set LV apart from others. I firmly believe that they set the benchmark for customer service. What a great company to deal with. Rob Lee and his staff certainly deserve the many kudos that I and many others on this forum have given to them.
Happy little vegemite.
Les

[Rob Lee]

Hi Les -

Thanks for the kind comments.... hope we the have the opportunity to make some more mistakes...:2tsup::wink::D .

Cheers -

Rob
(-10c, with snow....)

[Ekim]

Placed at order with Lee Valley on Wednesday 8th December 2010, arrived mid-morning the following Tuesday . Three and half working days and a weekend in between. Nine items ordered, securely packed inside a mid-size carton. Impressive service.

[rsser]

Ah, snow. Lovely stuff, if skiable. Not so nice if piled up in your driveway.

That aside, shipping costs from N America seem to be variable and can be a killer.

LV are very prompt with their estimates.

So Rob when are we going to see the second edition of your book?

[Groggy]

So Rob when are we going to see the second edition of your book?Do you mean his father's book?


And Rob, if you don't like the snow, start that store down here. Then you can migrate for winter (like any other Canadian goose :D )

[rsser]

Eh! These Asian names all look the same to me :-

[ToothFairy]

Resurrecting an old thread on account of a new experience:

Further to the recent thread on the Narex bevel-edge chisels on offer from LV, I found that they were marked as unavailable. I sent off an enquiry about when they might be back. Turns out that they are being replaced by what might well be a better but certainly a different product from the same maker. Marty McClave of LV suggested that I sit tight for a while until they had collated their residual stocks of the original item. (He also gave me some appetising info about the new ones, which I might well order when they arrive in a few weeks.) Marty soon got back to me telling me that he had been able to scrape together a set of 8, and told me how to order them online despite their "unavailable" status. I followed instructions, ordering the new Veritas dual gauge at the same time. Unbelievably, the order confirmation that came within seconds had already been adjusted to include the chisels.

This is my ninth order from LV. As I said to Marty, this is the best performance yet from what I already knew to be a top team.:2tsup: