Raze the roof

[PerranOak]

I've just had delivered from Rutlands what should have been a: Roberts & Lee 6" Dorchester Superfine Slitting Saw, with 26 tpi.

The one I got was not as shown (different size, different handle, no branding) and they said:
"Roberts and lee were taken over last year by another company, and are now made in Sheffield rather than Essex. We will be speaking to them to find out when the R&L branding has been removed from this saw - none of the ones currently in stock are branded Roberts and Lee. I believe the redesigned handle, is a recent change, and we will be requesting a new image for our website in due course."

The saw I got has 40 tpi and so, I'd say, is COMPLETELY different - it's a razor saw.

Am I being too picky?

 

[Mikey R]

Why pay for something you didnt order and dont want? I'd send it back and make sure they cover your postage.

 

[jasonB]

Have a word with Flinns and see if they have indeed removed the branding. Its possible they have discontinued that saw as they have several others that are similar

Either way get it changed for something with the right tpi

Jason

 

[bugbear]

Have a word with Flinns and see if they have indeed removed the branding. Its possible they have discontinued that saw as they have several others that are similar

Either way get it changed for something with the right tpi

Jason

It sounds as if you've been sent the wrong "equivalent saw", if that makes sense.

BugBear

 

[big soft moose]

Rutlands' unequalled* commitment to customer service strikes again. Ring them up and tell them you want what you ordered or your money refunded , and that you expect them to pay the return postage.

(* Unequalled that is IMO in poorness and lack of consideration to the customer.)

 

[wizer]

Axminster have got the right idea. What you waste in return postage fees can be saved by a simple phone call. That sounds like common sense to me?

 

[laird]

I might be lucky ? but I've always found Rutlands customer service fine, I simply give them a ring and have never had a problem thereafter. Same as axi. Mind you, I've always 'phoned them before ranting - then found I haven't had to. :?

 

[big soft moose]

I might be lucky ? but I've always found Rutlands customer service fine, I simply give them a ring and have never had a problem thereafter. Same as axi. Mind you, I've always 'phoned them before ranting - then found I haven't had to. :?

In my experience they are fine unless something goes wrong that is their fault - then there customer services dept are useless , and quite rude to boot

I had an experience with a router plate that arrived bent - the guy on the other end of the phone flatly refused to accept any responsibility and basically accused me of bending it and lying about it.

no give me the lovely Gemma and Claire from axminster anyday.

 

[laird]

Ah, I don't do people being rude to me on the 'phone. They get ground - small. But, as I say, in R's case I haven't had to do this, they've been fine. Non functioning electrics was the last faulty item I received from them. A call and the offer to return for refund (my choice) was accepted, the refund included the postage.
As I say, I may just be lucky. :wink:

 

[TheTiddles]

give me the lovely Gemma and Claire from axminster anyday.

We would do, but since the last court case do you really think you should?

Aidan

 

[PerranOak]

To be fair, they've agreed to refund the cost plus postage. I emailed saying "thanks" and reminding them that, as it was their error, I want return postage (I sent it as cheaply as possible) as well. Whether I do get it remains to be seen!

Customer service is so important. I will strive not to use them in future even if I get a full refund. It's more about the terseness and shifty avoidance of responsibility.

I usually use Axminster but they don't carry everything. I do like to have a printed catalogue with a good range of tools, etc. though.