D AND M

[chippy1970]

Is it just me or does anyone else here find the staff in D & M Tools in Twickenham very UN helpful.

I have spent thousands in there over the years but lately I have been thinking WHY ?.

Example : I went in there today to look at a Makita LS1013 mitre saw (£499) looked for a while then went and asked for assistance asked a couple of questions about the saw and got a cant be bothered answer of "I don't know" and "oh I would have to get one out of the store to check, cant really do that"

If he had been a bit more enthusiastic I would have bought one instead I just walked out.

 

[Mike.C]

We know there are some good customer services, Axminster for one, but these days they are very few and far between. There was a time when the "Customer was always right", in other words customers matter, but now days all thats changed.

If I was you I'd write to their head office telling them how good a customer you have been and that their member of staff had just lost them another £500 of your hard earned cash, and most probably you will now be taking your customer elsewhere.

Cheers

Mike

 

[chippy1970]

Thanks Mike, I do use lots of suppliers but they are the only one near me where you can see everything on display so thats why I always go back.

I am beginning to get fed up with their attitude though. I had trouble with a T5 router a couple of years ago and took it in to get it looked at, a couple of weeks later I went back and they said there was nothing wrong with it. I said there was and I was not happy but they just didn't seem to care. I then had the manager start telling me people expect a lot from these cheap routers blah blah blah. I don't call £165 cheap do you.

I sent it direct to Trend who changed it straight away for another one.

I have been using routers for well over 15 years so I am sure I know if one is not working right.

Another tool dealer ****** tools, told me that he had a customer go to him after they had driven from miles away to go to D & M TOOLS to pick up a large machine. They had rang D & M several times to say they were coming and that they would be late and when they got there D & M could not be bothered to get the machine out even though it wasn't closing time yet. :evil:

So this customer went to ****** tools and they stayed on late to help him out well done ****** tools

 

[Mike.C]

chippy1970 wrote,

. I said there was and I was not happy but they just didn't seem to care. I then had the manager start telling me people expect a lot from these cheap routers blah blah blah. I don't call £165 cheap do you.

Well that says it all. If the manager of the store has that attitude then his staff are going to follow suit. I mean why should they bother if they know that when a customer complains their boss is not going to jump all over them, because he's the same sort of *****. (And no I do not think £165 is a cheap router.)

I know whats it's like, the store is local, and the goodies are on show to try out and get the feel of. But because the store is local we are fools to ourselves, and go back even after crappy service, and they see us do it. Thats they speak to you like ****, because they know they can get way with it, so in the cold light of day it's OUR own fault.

There are companies who have been mentioned on here with real crap customer services but members still shop with them. Theres one in particular with the customer services from hell, but 99% of their products are very good, and they have some excellent deals, so again members still shop with them. The thing you have to hope for is that you get the product in a reasonable time and there is nothing wrong with it, so then you do not have to deal with the ignorant people at the other end of their phone.

The sooner there's an Axminster in every city the better.

What I cannot understand Chippy is you live in my old stomping ground of London. I know I have not been back for a few years but surely theres still a number dealers within a reasonable distance from where you live?

Cheers

Mike

 

[mailee]

There is no wonder more and more people are using the internet to buy things with service like this is there? I too like to try and get the feel of tools before I buy but it is not always possible in this neck of the woods unfortunitely. Now I just go on the reccomendations of all you guys on here, what better recommendation could you have. :wink:

 

[chippy1970]

Yeah there are a couple of good shops near me Jaycee tools and ETR tools but the next nearest one I know that has a big display is Issac lords in High Wycombe which is nearly an hour from me.

I found the Makita LS1013 on the net for around £430 anyway in the end.

 

[Streepips]

On the subject of suppliers and service, someone on here mentioned their wariness in dealing with Tool-net, but as they seemed to be the only source of a 30mm guide bush for a Makita 3612 I had to use them.........not a desperately needed item but would be needed before too long.
It took a month to get to me. the only info I got was when I rang them. No mails, no phone calls, just left in the dark, which is not conducive to customer satisfaction to say the least.
Needless to say ( but said anyway) I will not be using them again.
Rutlands and Axminster have always been very good as have a lot of smaller dealers, but the magic factor is always staff motivation....if there is none then the quality of service will decline accordingly.
My last two purchases ( both online, most of my buying is online even £1000 plus items) were from Canada and USA and apart from much better value products the feedback and information supplied were all that one could expect and each item had proper tracking facilities.. and the shipping was not an unduly expensive element....IE: the last item was a Freud SH-5 router table fence, cost was £39:00 and shipping ( UPS airmail) was £17:50........ and it would cost ??? well what would it cost, to get the equivalent in UK??

 

[wizer]

That was me with Tool-Net. I have also had a slightly sour experience with D&M in the past.

 

[OPJ]

I can honestly say that I've had no problems whatsoever in buying from D&M online, during the past three-years.

My only complaint is that their sub-£99 delivery charge suddenly shot up about two-years-ago.

I bought one of those Metabo Powermaxx drivers from them at Christmas and was having some trouble with it. After sending a e-mail to them, one of their guys was straight on the phone and we soon has the problem sorted.

In my experience, they're almost right up there with Axminster. When something's out of stock, they also get on the 'phone to you right away. I have no complaints.

 

[chippy1970]

Sorry OPJ but have you actually been in the store ? I am sure their website is well run and I bet they do ring you back when you want help.

BUT...... if you buy from the shop in my experience they are no help whatsoever and as I say I have spent thousands in there over the years so I have been in and out of there lots.

Also if you buy online you get points which add up to money off tools but if you go and buy from the shop you get sweet fa. This is very odd as if you buy from the shop surely you are saving them postage costs.

 

[LeeElms]

My first dealing with D&M were when, shortly after requesting a catalogue from them, they delivered a c.£100 value drill/driver to my house. I think it was addressed to me (so not the couriers fault). I called them to let them know, and they sent a courier to collect it quite promptly ... although at first they did try to get me to add some specific labelling (which i politely declined to do). But no 'thanks' for saving them the cost of the item and the knock on effect wrt. the person who had ordered the item.

 

[Newbie_Neil]

Out of interest, in our customer survey, the D&M web site got a rating of 7.23/10. A very respectable score.

They obviously have the internet bit right, it sounds as though they are lacking in people skills.

Cheers,
Neil

 

[Anonymous]

Did you compain to the company?[/i]