Carbatec

[Larkan]

In at Carbatec Melbourne during the week and it seems they are reducing a number of stock items. The plan is to draw down stock from Brisbane which will be interesting time wise. I wonder if the costs will rise due to transport, time will tell won't it? Interested in other opinions.....

Cheers, Kerry

[Nanigai]

FWIW my opinion is that if I go to a store to buy something I want it there and then. If they don't have stock to supply my needs I usually go elsewhere, or just shop online.:U We don't like it much but we are used to the phrase "that will be plus freight" up here:o
Cheers, Ian

[Scott]

Here we go again! This is picking an old sore and nothing seems to have changed. On principle I refuse to deal with them :)

[Redgy]

The Adelaide store has done the same, looks like they've made room for the Festool superstore to the detriment of other things I would buy more often eg CMT router bits. For me it goes....ring Ctec they say "we can get it down in a week" I say no thanks and buy online, get it quicker and cheaper. Having said that Bunnings now stocking good range of Freud router bits.

Redgy

[BlackbuttWA]

After several bad experiences ( yes, I am a slow learner) I only use them as a last resort.
When driving a 3 hour return trip & wasting half a day only to be told it will take 7 weeks for delivery it is not funny.
This is after a phone call earlier that morning confirming they have the item in stock.
I have also noticed the reduction of stock items over the last couple of years.
I now find it easier, cheaper & far less hassle to order from the Eastern States (Australia).
The savings on fuel is usually cheaper than the cost of freight & I get it delivered right to my door.

That's my 2 cents worth.

Col

[Larkan]

That would really get my blood boiling especially after confirmation. :((

How are those Mandurah crabs going Col? I lived in Perth as a kid and used to go crabbing down your way when the crabbing season was on.......very tasty. I also used to go to Collie and the Marron there were sensational. :rolleyes:

Cheers, Kerry


After several bad experiences ( yes, I am a slow learner) I only use them as a last resort.
When driving a 3 hour return trip & wasting half a day only to be told it will take 7 weeks for delivery it is not funny.
This is after a phone call earlier that morning confirming they have the item in stock.
I have also noticed the reduction of stock items over the last couple of years.
I now find it easier, cheaper & far less hassle to order from the Eastern States (Australia).
The savings on fuel is usually cheaper than the cost of freight & I get it delivered right to my door.

That's my 2 cents worth.

Col

[cray-]

I've just had my first experience with Carbatec and it has so far not been a good one. Apparently they are the sole Australian distributor of Kreg jigs, I checked their prices and compared against the same items on eBay shipped from the US, seemed quite competitive. I live quite far from the Perth Carbatec store so Saturday was my only opportunity to get there, then I find out they close at 1PM. I figure that the fuel and time was worth more than a $15 delivery fee and decide to order from them online.

I went ahead and ordered a jig kit and some screws on Monday, hoping I'll have them by the end of the week so I can get on with the job on the weekend. Tuesday I get an email saying the items are back ordered but the jig is now in stock. They would ship the item within 2-3 days at no extra charge. I assume the screws will follow at a later date. The money is taken out of my account but only for the jig+shipping, not the screws. No indication that the item has been shipped, no ETA on the screws. Not holding my breath about getting the jig for the weekend.

I checked their website today and noticed all the Kreg gear is on special, 10% off including items that apparently out of stock! Perhaps they're trying to entice more people to order out of stock items so that they can bulk up their order from the OEM since they need to fill my back order? Or maybe I'm just inventing scenarios because I'm a cynic?

I found this older Carbatec thread, I think next time I'll just order from Amazon like they did, didn't realise they're even cheaper than eBay: http://www.woodworkforums.com/f28/carba-tec-needs-new-financial-controller-155769/

[Larkan]

That rates as a lousy experience and one you don't want to repeat. Very frustrating when your mid project. :(
And retail questions why people buy online from OS.......

Cheers, Kerry

[maggs]

I think Carbatec might be clearing the K4 stock as the new K5 jig is being released next month. I've been thinking about getting one of these myself but I'm waiting to see a review of the K5 before I go ahead.

Steve

[cray-]

I think Carbatec might be clearing the K4 stock as the new K5 jig is being released next month. I've been thinking about getting one of these myself but I'm waiting to see a review of the K5 before I go ahead.
I only ordered the Jr/R3 jig, if I do end up getting the big K4/K5 I doubt it'll be from CT.

Considering they're the only place in Aus you can get the screws from and the Kreg jigs work best with the proper Kreg brand screws, you'd think they'd keep their stock levels up on such an important consumable.

Regarding the K5, there is a fair bit of discussion about it on the Kreg Jig Owners Community: Introducing the all-new Kreg Jig® K5 - Kreg Jig Owners Community (http://kregjig.ning.com/forum/topics/introducing-the-all-new-kreg-jig-k5)
They've changed the handle around, added wings to help stabilise big pieces and removed a clamping location I believe. One of the things I and many others noticed from the video was the amount the work piece moved when the clamp was applied. A Kreg rep claimed this was due to the video being made with a pre-production prototype and that the production model would be better, I think I'll wait and check reviews after it ships.

Regardless of CT's service, I can't wait to get my jig and start playing around.

[maggs]

IMHO there are many things Oz retailers can do to stem the tide of OS shopping. One of them being to carry reasonable stock levels. About 90% of the tools I want to buy are either not in stock or need to be special orders. If I was a retailer in the woodworking business the first thing I would do is make sure I monitored forums like these to see what gear is trending and what's not.

A few weeks ago I decided to get one of the Grr-Ripper devices. I went to the manufacturers site and found the Oz distributor and went to their site and ordered 2 of them. Even though they were 50% dearer than from the USA I thought I'd support my local store. 48 hours later I get an email from said distributor telling me as he previously stated "they are no longer selling these items". This was the first email and it implied there was a previous email which there wasn't. If you're not going to stock or sell them, ### have them on your site for sale? This isn't a lone case, it happens to me all the time.

It's hard to have any sympathy for retailers when they crap in their own hat.

Steve

[delbs]

I am not a seasoned veteran of carbatech purchasing as I've only been working with wood for that past 18months or so. I have had enough small experiences with them that I now buy from lee valley. They always ship quickly and give you a tracking number and fantastic customer service. These things I haven't always received from carbatech

My only gripe is they need to update their inventory to reflect on their website. I wouldn't order something if i knew it was on back order for 3 weeks

[malb]

I have been trying to deal with them (Melbourne) for seven years. During their last sale in May, I dropped in to collect some stuff that was on sale. For the first time in about 15 visits, I actually found the three main things I wanted in stock and on the shelf, Picked them up and lugged them around for 20 minutes while browsing the shop. During that time another customer entered and engaged the only person attending the storefront seeking assistance.
Finished browsing, headed to the counter to pay, put my three items on the counter, opened wallet and pulled $140 cash out, waited, waited, waited, all the while hearing 3 or 4 staff apparently chattering in the tea room? behind the sales counter partition.

Meanwhile the one staff member in store was still engaged with assisting/advising the other customer, though he did seem interested in coming to take my money once he satisfied their enquiries. At about 10 minutes, he actually called to the staff in the tearoom? asking for one of them to handle my transaction. Grumbling heard, but no one appeared. Actually checked time on my phone about a minute after the grumbling, waited another 5 minutes (timed), put my money in my wallet and walked out the door leaving the stuff on the counter. Finally got my stuff a few weeks ago after ordering online from Brisbane in a 'free shipping' sale, same prices as the original sale that I walked out off.

Two visits prior, wanted to purchase a pair of vises for a planned workbench build, checked that they were in stock, went to collect, face vise there, no twin screw available, paid for the face and asked them to order the twin screw, they seemed to understand the request, but I never heard from them to say it arrived. Finally emailed via Brisbane, they did not have any indication of it being backordered, but offered to supply at same price plus shipping. Walked in at the next sale 3 months later not expecting to get vise, 2 on the floor, same price, nabbed one. None of the other stuff I was looking for was in stock though.

After my last episode, I actually sent a message via their contact us tab on website, outlined situation and requested to be removed from catalogue and email mailing lists as I would not be buying off them again. No acknowledgement or attempt to make up, but surprise, the emails and cats keep coming. Now in my blocked sender list.

Not worth persisting with now I am a grumpy old man.

o

[cava]

Whats the alternative to Carbatec for Melbourne woodworkers? For me, I work in Moorabbin and live on the Peninsula.

[wolften]

Whats the alternative to Carbatec for Melbourne woodworkers? For me, I work in Moorabbin and live on the Peninsula.

Lee Valley Canada

All Australian retailers will learn from them.

[delbs]

Whats the alternative to Carbatec for Melbourne woodworkers? For me, I work in Moorabbin and live on the Peninsula.


Amazon and lee valley. Com :)

[cava]

Lee Valley Canada

All Australian retailers will learn from them.

Thank you. However, it is just a little too far to drop into for a browse. :)

[delbs]

Thank you. However, it is just a little too far to drop into for a browse. :)


I agree. Man I wish I could have a store like lee valley to browse. Their online photos and descriptions are great for now though. They have a great amount of product knowledge for each item.

[steamingbill]

Whats the alternative to Carbatec for Melbourne woodworkers? For me, I work in Moorabbin and live on the Peninsula.


For power tools try Machinery House in Dandenong they also carry woodturning chisels.

Sorry - dont know where you might go for other hand tools, try googling ? Bound to be a few shops around but probably not as big as Carbatec.

I went into Carbatec in Adelaide whilst I was on holiday, they were very helpful, bought some small things and learnt a lot about table saws and bandsaws.

Havent been to Melbourne Carba shop yet but have ordered stuff via Bunnings. Worked well.

Bill



Bill

[Mulgabill]

....
After my last episode, I actually sent a message via their contact us tab on website, outlined situation and requested to be removed from catalogue and email mailing lists as I would not be buying off them again. No acknowledgement or attempt to make up, but surprise, the emails and cats keep coming. Now in my blocked sender list.

Not worth persisting with now I am a grumpy old man.

o
malb, I have had experience trying to get a name off the CT mailing list. Apparently they have two databases, one for general accounts with customer info and another with mailing list details. I had to actually speak with someone on the phone to remove an email/posting address:~

Good luck!:no:

[malb]

malb, I have had experience trying to get a name off the CT mailing list. Apparently they have two databases, one for general accounts with customer info and another with mailing list details. I had to actually speak with someone on the phone to remove an email/posting address:~

Good luck!:no:

Blocked senders list is coping quite well with emails, 240L recycling bin collected fortnightly normally has 400mm of empty space each collection, should cope with one cat per quarter.

I send them the message to make them aware that I was not impressed, give them a chance to make ammends, or save themselves $10pa by not printing and posting cats to me. They choose to ignore me, just as they do in store. No skin off my nose, I'll just top up the bin some more on a quarterly basis.

[cray-]

Ordered last Monday, still nothing in my hands. I believe they dispatch from QLD, I'm in Perth. Now I realise this is a big country and all but last Monday I also ordered a bunch of bike parts from the UK which included 26" mountain bike tyres (big box) and I got them on Friday. Cost me $15 shipping, same as CT and they managed to send it half way across the world in less than 5 days!

First and last time Carbatec.

[johnredl]

I had similar issues about the sales staff. I ended calling the Brisbane head office and spoke to the general manager for a gripe. He ended up helping me personally and posted freight free.

[Damienol]

I reluctantly shop there all the time. The service is very poor and all but a few of the employees have more then a basic understanding of woodworking or customer service.

of my last 8 purchases 7 have either had a part missing or not working properly.

The order i look for tools are WWF, Amazon, eBay, Grays Online, GumTree, Hare & Forbes and then Bunnings. CarbaTec is a reluctant visit.

[Sir Stinkalot]

In the midst of all this negativity I attended Carbatec Adelaide on Saturday (the last of the 3 day sale) with the Stinkette and Little Stink and managed to purchase the three items that I had on my list :yipee: ..... all at 10% off.

I did get one of those CMT Tungsten Tipped Forstner Bits .... even with 10% off it still hurt ($30 for a single drill bit) .... looking forward to trying it out.

Whilst I agree with the points raised and how frustrating it all can be ..... it would be a real shame to loose one of the larger woodworking retailers.

[johnredl]

In the midst of all this negativity I attended Carbatec Adelaide on Saturday (the last of the 3 day sale) with the Stinkette and Little Stink and managed to purchase the three items that I had on my list :yipee: ..... all at 10% off.

I did get one of those CMT Tungsten Tipped Forstner Bits .... even with 10% off it still hurt ($30 for a single drill bit) .... looking forward to trying it out.

Whilst I agree with the points raised and how frustrating it all can be ..... it would be a real shame to loose one of the larger woodworking retailers.

I've found that the place directly across the road is cheaper for Forsner bits. Plus you don't have to leave the Carbatec car park!

If Carbatec actually gave good customer service, there'd probably be less negative feedback. After all, it's just as easy for me to get my 'whatever' from 'tools from Japan', where its cheaper, and wait for postal time, than it is to wait for Adelaide to get it from Brisbane and I have to make a 2nd trip.

[steamingbill]

Hello,

Am amazed at these negative comments. I've only had positive experience at Carbatec.

Went to Carbatec in Adelaide earlier this year and a chap spent a long time with me explaining the pros and cons of various tablesaws and bandsaws in great detail.

Any time I've ordered stuff from Melbourne there have been no problems.

Bill

[Bob Wemm]

Hi,,

I've been dealing with Carbatec for about 4 years now, and I would have to say that about 50% of my dealings have been good and the others have met with all sorts of problems, like missing parts from kits etc.
It is very frustrating, but there are no other options but to go overseas. I am 600 km north of Perth so can't just go and pick up what I want.
That said , it would be a shame to loose such a dealer. I just wish they would smarten up their staff.

Bob.

[cray-]

Got my Kreg Jig yesterday, that's 9 business days from order to delivery. Still waiting on the back ordered screws, might order the big multi size box from Amazon and see if it gets here faster. I know I've been quite critical of their online service, I wouldn't use it again, far too slow. If I want something quickly I'll go elsewhere or see what the service/stock levels are like in their Perth store. So I haven't written them off completely. =]

[lesmeyer]

In the midst of all this negativity I attended Carbatec Adelaide on Saturday (the last of the 3 day sale) with the Stinkette and Little Stink and managed to purchase the three items that I had on my list :yipee: ..... all at 10% off.

I did get one of those CMT Tungsten Tipped Forstner Bits .... even with 10% off it still hurt ($30 for a single drill bit) .... looking forward to trying it out.

Whilst I agree with the points raised and how frustrating it all can be ..... it would be a real shame to loose one of the larger woodworking retailers.
Hi, I own 2 CMT forstner bits. (20mm and 35mm). The quality is exceptional and although expensive, will last a very long time. What I like about them is that the centre spur does not make a deep divot when one needs to drill a hole say 13mm deep in 16mm melamine or mdf.
Regards
Les

[Milo]

I have been shopping on and off at Carbatec for about 3 years now. The one thing that absolutely gives me the poopers is when I call to find out if they had a 1 1/2 inch Forstner bit but I want the one with the spur on the leading edge either the CMT or a new brand they are plugging Fisch.

You have the option of talking to the " I don't have a friggin clue" woman on the phone or be put through to the showroom but you never get through!!!!!! I live a good 40 min from their store in Brisbane and its a right royal pain for me to drive over there, so I insist that the sales person is actually holding the item in the hand before I get in the car.

the last couple of times I have got the " I don't have a friggin clue lady" who I am sure is nice enough but she wouldn't know the #### end if a forstner bit if it bit her on the behind!

I have actually told the owner but nothing changes, there was a bloke Cam who worked there and he was so helpfully but he has left so back to square one.

The only product I really like is Jet but now that this Laguna range is out it looks on par and is cheaper, by the sounds they need to take a good hard look at there customer engagement/ experience and work it out.

They do a slick job with their marketing its just a shame they are lettinghemselves down.

[fubar]

Got my Kreg Jig yesterday, that's 9 business days from order to delivery. Still waiting on the back ordered screws, might order the big multi size box from Amazon and see if it gets here faster. I know I've been quite critical of their online service, I wouldn't use it again, far too slow. If I want something quickly I'll go elsewhere or see what the service/stock levels are like in their Perth store. So I haven't written them off completely. =]

I dont bother with the kreg screws anymore as the quality of them has dropped significantly I only use the screws from these people Screw-It-Screws (http://www.screwit.com.au/) their quality, range and prices are better and they are specifaclly designed for pocketholes(I have no connection with them just a very satisfied customer).

[rustynail]

I have been shopping on and off at Carbatec for about 3 years now. The one thing that absolutely gives me the poopers is when I call to find out if they had a 1 1/2 inch Forstner bit but I want the one with the spur on the leading edge either the CMT or a new brand they are plugging Fisch.

You have the option of talking to the " I don't have a friggin clue" woman on the phone or be put through to the showroom but you never get through!!!!!! I live a good 40 min from their store in Brisbane and its a right royal pain for me to drive over there, so I insist that the sales person is actually holding the item in the hand before I get in the car.

the last couple of times I have got the " I don't have a friggin clue lady" who I am sure is nice enough but she wouldn't know the #### end if a forstner bit if it bit her on the behind!

I have actually told the owner but nothing changes, there was a bloke Cam who worked there and he was so helpfully but he has left so back to square one.

The only product I really like is Jet but now that this Laguna range is out it looks on par and is cheaper, by the sounds they need to take a good hard look at there customer engagement/ experience and work it out.

They do a slick job with their marketing its just a shame they are lettinghemselves down.
Let me guess....... all women should stay in the kitchen?
You'd better hope her fella's just a little bloke.

[Chris Parks]

Ordered last Monday, still nothing in my hands. I believe they dispatch from QLD, I'm in Perth. Now I realise this is a big country and all but last Monday I also ordered a bunch of bike parts from the UK which included 26" mountain bike tyres (big box) and I got them on Friday. Cost me $15 shipping, same as CT and they managed to send it half way across the world in less than 5 days!

First and last time Carbatec.

Your shipping from OS is by air, shipping by Ozzie Post to Perth is surface. Timetable as follows..

Day 1. Order
Day 2. Despatch...maybe.... if CT are on the ball
Day 3. Into AP system and on road that night to Parks NSW
Day 4. Loaded into container and on train
Days 5, 6, 7. Transit by train
After that whatever time it takes in Perth too unload, process and deliver, I'd allow two days

You could specify air freight (Express Post) and have it delivered the day after despatch in Metro Perth but bring your money with you. I used to do this stuff for a living for AP out of Sydney. Your air freight went straight into Perth and they lost money on the deal, not your problem of course but that is what happened.

[SAISAY]

I have been shopping on and off at Carbatec for about 3 years now. The one thing that absolutely gives me the poopers is when I call to find out if they had a 1 1/2 inch Forstner bit but I want the one with the spur on the leading edge either the CMT or a new brand they are plugging Fisch.

You have the option of talking to the " I don't have a friggin clue" woman on the phone or be put through to the showroom but you never get through!!!!!! I live a good 40 min from their store in Brisbane and its a right royal pain for me to drive over there, so I insist that the sales person is actually holding the item in the hand before I get in the car.

the last couple of times I have got the " I don't have a friggin clue lady" who I am sure is nice enough but she wouldn't know the #### end if a forstner bit if it bit her on the behind!

I have actually told the owner but nothing changes, there was a bloke Cam who worked there and he was so helpfully but he has left so back to square one.

The only product I really like is Jet but now that this Laguna range is out it looks on par and is cheaper, by the sounds they need to take a good hard look at there customer engagement/ experience and work it out.

They do a slick job with their marketing its just a shame they are lettinghemselves down.

Sounds like the "Superior Male Syndrome" also known as MCP.

Every female employee I have spoken with in Brisbane know what they are talking about or make sure they find out.
I have had plenty of males of the " I don't have a friggin clue " kind.
Also had plenty of males who treat me as a " She doesn't have a friggin clue" kind, that attitude gets cut short quick smart.

Ms SAISAY

[Thunder54]

Your shipping from OS is by air, shipping by Ozzie Post to Perth is surface. Timetable as follows..

Day 1. Order
Day 2. Despatch...maybe.... if CT are on the ball
Day 3. Into AP system and on road that night to Parks NSW
Day 4. Loaded into container and on train
Days 5, 6, 7. Transit by train
After that whatever time it takes in Perth too unload, process and deliver, I'd allow two days

You could specify air freight (Express Post) and have it delivered the day after despatch in Metro Perth but bring your money with you. I used to do this stuff for a living for AP out of Sydney. Your air freight went straight into Perth and they lost money on the deal, not your problem of course but that is what happened.

After phoning and driving around the northern suburbs of Melbourne all day, looking for suitable ball bearings for a rub collar for my spindle moulder, I gave up and decided to order from the U.S. I expected to have to sit back and wait out the ten days to two weeks for delivery. FOUR working days later it arrived from New York!

[Chris Parks]

And so it should. Internal delivery in the US would have taken longer than four days if over any distance. it is an anomaly that internal mail in any country is surface while just about all international mail has become air freight.

[Mobyturns]

Its pretty easy to criticize a retailer for poor service standards, however it is not only the likes of Carbatec suffering in this respect or facing the challenges of an offshore competitor who operates in a global sense with the advantages of larger market place, no overheads of a physical retail presence in multiple locations and no GST etc.

I have no affiliation with Carbatec other than to be an occasional customer so I have no interest in this matter other than to be a customer who appreciates a quality product, good service standards, advertising and marketing that meets legal standards and being informed when items are not in stock or when things go awry.

Yes I have had dealings with Carbatec (& other businesses) that did not go perfectly but my experience has been that the female staff member in Brisbane did know her stuff and did genuinely resolve the matter in the best interests of both customer (me) & business. In another instance several years ago the owner/manager (?) of Brisbane Carbatec resolved a small matter re a "live" website that was not "live" in their opinion and did honour the pricing advertised on that site when he listened to my reasoned complaint and understood that I knew what options and legal rights were available to me as a consumer & I could prove my assertions. So I have no real gripes as I have found they genuinely acted as they should have given the circumstances. I have also purchased many items over the years from them that had to be freighted from their Brisbane store to FNQ, with no issues.

To often Oz consumers will gripe about service standards but will not exercise their full legal rights, by firstly genuinely attempting to resolve the issue with the business, then escalating the matter to "The Office of Fair Trading" if they think they have been misled or they have been deceptively dealt with. When "Fair Trading" start seeing trends in complaints against a particular business they are then able to fairly assess if there actually is misleading & deceptive conduct by the business or its staff.

Don’t accept poor service standards! If you travelled a significant distance on the understanding that an item was in stock and on the shelf after contacting the store and it was not – then that could possibly be considered misleading, perhaps even deceptive. Items not as described in advertising literature is considered to be misleading or deceptive conduct. Politely and calmly send a letter to the management setting out the facts and circumstances of your complaint. If you still believe that you have been misled or deceptively dealt with then raise a complaint with the OFT or similar in your state. It works! Consumers do have buying power and multiple options available to them – IF they exercise them.

No only do OZ retailers have to deal with O/S competition who do offer comparable (same?) product, often exemplary customer service standards, no GST or import duty (under $1k) and fast transit times, but they also have to learn to manage social media like FB & WWF etc. I’m amazed Carbatec do not have a staff member monitoring WWF and PM’ing complainants to seek a resolution or to at least understand the challenges they must resolve to remain a viable business.

[Scott]

That's a great reply Mobyturns. It's quite disappointing though that Australia's own dedicated woodworking store is light on service standards. We all know that Carbatec can be better than they are and it's an insanely frustrating situation. It's even more frustrating that Carbatec seem ambivalent towards their criticism. There are many Carbatec bashing threads on this forum and many forum members have emailed Carbatec with no reply. I would say though, that 99% of the criticism is well founded from poor service to slow delivery times.

There is a 'very' well known company based in Victoria who I have ordered from in the past. The past 3 orders I have ended up cancelling because there was no stock despite their website stating it was 'in stock'. Last week I was advised 4 days later that the item wasn't in stock. I cancelled and ordered elsewhere. This sort of issue seems endemic in Australia, not confined to Carbatec.

[Milo]

Let me guess....... all women should stay in the kitchen?
You'd better hope her fella's just a little bloke.

First up let me apologise to the men and woman that took my comments the wrong way, I should not have directed my comments at the lady who mans the phone at Carbatec, she's just doing her job but what I meant is that she has been set up for failure by Carbatec management. She doesn't know what she is talking about because she has not been trained or she does not know even the most basic knowledge or because she might not have much knowledge or interest In woodwork. In my business the first person you speak to is actually the most important person in the company!! They set the tone to your customer experience!

Saying that its wrong to discriminate as I have spoken to male customer sales guys that also do not have much of a clue or they shouldn't be in a sales customer facing roles.

I am actually super patient with people but when you have to remind them three times that no a spade bit is not a Forstner bit, it gets a tad irritating.

All up for my mind Carbatec is not that bad there are some good people there and they do have some good products, what's the alternative in Australia that can match their setup?

[Glenrob]

I have placed quite a few orders thru Carba-tec over the past year or so, as well as with other vendors, depending on either my needs or their sales specials. While some have been delivered in part due to "out-of-stock", and some parts being back-ordered, in general all have come through in a reasonable amount of time.
My last order (with Carba-tec) was picked up today and that was only because the dispatcher at Goulburn, where the packages arrive, wasn't able to reach me last week after 3 attempts. So in fact, the order I placed on the evening of Saturday the 17th of August actually arrived (in its entirety) 10 days after I'd placed it. Also, in this particular order, 3 items were from Incra which, I have to presume, were in stock at the time. So over the space of 7 business days, my order arrived intact and in full.
Checking my order's progress via their website yesterday led me to believe it was still being processed, which having checked it again before writing this entry, it STILL says it's being processed. It matters not to me that they are behind in maintaining their accounts processing, only that I have all the items I ordered in my hot little hands NOW!:2tsup:

Bob

[delbs]

They need to update their website/inventory/database back end. I'm not going to order something if i csn see its out of stock, ill simply go elsewhere. But the fact they take your money then tell you its on back order and your forced to wait however long really annoys me.

Also. Gift cards. Great idea i have received a few myself but when you actually order them why can't after the purchase has been finalised can't thry just email you the code, why does it have go be sent via snail mail. Then also when using it you have to wait for an email or phone call from them to ask for the gift card code. Then No notification to say that's it's been shipped nor a tracking number. Nothing but the word 'processing' even after my orders are complete they still say that.

Ah man they need to update bigtime

[Mr Brush]

delbs - couldn't agree more, and have stated so on other threads frequently. The Carbatec customer management/stock control software is a huge shambles, and possibly the biggest single factor in causing customer dissatisfaction. It has been that way for as long as I can remember. Maybe it didn't matter when everyone else was still using bits of paper, but look what they are up against these days. Never mind Lee Valley - even some small local online woodworking retailers run rings around Carbatec in this respect.

How much could it cost to fix? Or do Carbatec management think that it is all working just fine? If so, then they deserve to go the way of the dinosaur.

[Evanism]

Couldn't be easier, it's a matter of management will to change.

It's pretty clear the site had a good dose of web design and SEO at some stage, but the effort fell flat after launch.

Being a woodwork place, they probably see the site as secondary. A starved unloved child they hope will go away.

This, from my perspective, is a disaster for them as I've put an absolute motza through Lee Valley, Amazon, Incra and especially Woodcraft and Rockler. The last has won a LOT of business off me.

It's an odd thing indeed in Australia. It's so hard to get a business up and successful, but as soon as they do they sit back and rest on their laurels.

Rent seeking at its worst.

[delbs]

delbs - couldn't agree more, and have stated so on other threads frequently. The Carbatec customer management/stock control software is a huge shambles, and possibly the biggest single factor in causing customer dissatisfaction. It has been that way for as long as I can remember. Maybe it didn't matter when everyone else was still using bits of paper, but look what they are up against these days. Never mind Lee Valley - even some small local online woodworking retailers run rings around Carbatec in this respect.

How much could it cost to fix? Or do Carbatec management think that it is all working just fine? If so, then they deserve to go the way of the dinosaur.

There Feedback function on their website is rubbish, Do carbatech have a presence on this forum? Surely there's got to be a way to get this constructive feedback to a person instead of a disfunctional website?

[rustynail]

Interestingly, when CT first started out it was state of the art technology. They were right up there. Nothing has changed. Therein lies the problem.

[johnredl]

Couldn't be easier, it's a matter of management will to change.

It's pretty clear the site had a good dose of web design and SEO at some stage, but the effort fell flat after launch.

Being a woodwork place, they probably see the site as secondary. A starved unloved child they hope will go away.

This, from my perspective, is a disaster for them as I've put an absolute motza through Lee Valley, Amazon, Incra and especially Woodcraft and Rockler. The last has won a LOT of business off me.

It's an odd thing indeed in Australia. It's so hard to get a business up and successful, but as soon as they do they sit back and rest on their laurels.

Rent seeking at its worst.

Exactly! It's actually quite hard to keep your money in Australia when you get better customer service and an equal or better price overseas.

I sent Carbatec a link to this forum topic a while ago...no answer. When are they going to wake up?

[Larkan]

Couldn't be easier, it's a matter of management will to change.

It's pretty clear the site had a good dose of web design and SEO at some stage, but the effort fell flat after launch.

Being a woodwork place, they probably see the site as secondary. A starved unloved child they hope will go away.

This, from my perspective, is a disaster for them as I've put an absolute motza through Lee Valley, Amazon, Incra and especially Woodcraft and Rockler. The last has won a LOT of business off me.

It's an odd thing indeed in Australia. It's so hard to get a business up and successful, but as soon as they do they sit back and rest on their laurels.

Rent seeking at its worst.
Visited my CT friends yesterday and got a bloke by name of Bruce who was very helpful, however there always seems to be new staff which is a dead giveaway. Its axiomatic treat staff poorly and they in turn don't treat the customer well or don't really care. I'm gob smacked they never responded to the link they got sent to this thread. :o
Thanks for the alternate supplier names. Rockler is new to me so thanks. Visited Woodcraft in Seattle last year and OMG I was in heaven. :U

[Sir Stinkalot]

Interestingly, when CT first started out it was state of the art technology. They were right up there. Nothing has changed. Therein lies the problem.

There is another famous woodworking supply business based in the west which also started out with state of the art technology ....... now if you visit and click on the "latest news" you get the following:

It's Almost Christmas 2008

:santa: :slap2:

The likes of Carrolls Woodcraft Supplies seem to have gone from strength to strength with a regularly updated website which in my mind instills confidence in making a purchase online.

[Scott]

The likes of Carrolls Woodcraft Supplies seem to have gone from strength to strength with a regularly updated website which in my mind instills confidence in making a purchase online.

Ummm.

[Evanism]

Running a professional site and maintaining content, prices, marketing and all the other jumbo takes a huge amount of work.

I have immense respect for CWS and the others "small" vendors, especially the advertisers on the right. They get my business every single day of the week, simply because they respond.

I emailed Jim at 2am, yes, 2am and there was a response by 8.30 after breakfast. That was this morning.

Now, this dude deserves the order, and he's getting it.

If I email Carbatec, IF I get a response, it will be 3 days late and a generic response.

This is a damned shame, as carbatec could be absolutely first class with decent order integration and tracking, a proper CRM and a CMS for users to add real feedback (like Amazon)

I won't take any crap about this being hard. Why? I've done it myself first hand. I've built multiple IT businesses, one selling retail online, and while the work was immense and a hard slog it was doable. I put most of the hard stuff in place myself...not just writing a cheque, which this task is.

Hell, I'd bet they can't tell me on a per person basis WHO visited the site and what they put in their cart before leaving without buying. Where did they come from? How much business did they loose? Etc etc etc.

As an IT guy it makes me weep.

[Sturdee]

I have immense respect for CWS and the others "small" vendors, especially the advertisers on the right. They get my business every single day of the week, simply because they respond.




Yes it can be done as Veneer Inlay ( Hardware for creative finishes) proved to me this week. Placed the order last Sunday night and paid by bank transfer early on Monday morning. When I came back from the Men shed at about 3.00 pm on Monday I had an email saying that the goods were sent and they arrived today.

As I was aware that they were at the Canberra Show last weekend and had to travel back I was very pleasantly surprised at the quick response, especially from a small business.

Peter.

[delbs]

There is another famous woodworking supply business based in the west which also started out with state of the art technology ....... now if you visit and click on the "latest news" you get the following:

It's Almost Christmas 2008

:santa: :slap2:

The likes of Carrolls Woodcraft Supplies seem to have gone from strength to strength with a regularly updated website which in my mind instills confidence in making a purchase online.


I completely agree. I think the likes of Cws and timber bits. Can teach carbatech a thing or two in

Customer service and all around friendliness
Logistics
Inventory / stock control
Website updates

I sent carbatech an email today regarding the above and they didn't reply of course

[rustynail]

Often a reply is unnecessary, they may decide to put your suggestions straight into practice:roll:

[ubeaut]

Easy to bash a business on here or elsewhere. Not so easy to run one to satisfy every one.

If you have a problem with CarbaTec Phone them and talk it out calmly with them. Best way to resolve most problems. Emails are a pain in the poop shoot to many businesses as not everyone has a dedicated team sitting waiting for an email to come in. Some times it takes time to get a response.

Some times products are out of stock and out of the control of the business you are dealing with.

Sometimes stuff just happens. Yes it's frustrating and more contact would definitely be a big help but often it's a 2 way street.

I don't blame Carba Tec from not responding to this thread and I doubt weather many other businesses would respond if it was them being attacked in what sometimes ends up on here as being a feeding frenzy. Crazy rants are not in the spirit of the forums especially in a thread like this and when some comments border on being slanderous.

Yes this post borders on being a rant but I've earned that right and it's not garbage.

Neil

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