Rutlands wood planes

[Pete W]

what are their t&c's?

This is from their 'customer service' page:

"Order Acceptance Terms..

Pressing the confirm button at the end of the checkout process will generate an automated order acknowledgement email detailing all of the products ordered. This is not confirmation of order acceptance by Rutlands Ltd.

Acceptance of your order and creation of a sales contract will only take place upon despatch of your order. If we are unable to accept your order, we will notify you by email or telephone.

Your order will not be accepted if:

The product ordered is no longer available from us.
We are unable to obtain authorisation for your given payment method.
The order is a result of an incorrect product description or price."

Seems to give them all the wiggle room they need.

 

[rileytoolworks]

I ordered two of the planes t'other day (the small and big ones).
I got a 'Sorry you were out card' today.
I'm confused.
When did they start saying they were out of stock? When they realised there was a 'plane rush' on their hands, and they could make a bit more money?

 

[big soft moose]

Still, as I said before those little Chinese planes are great value, if you can track them down.

like i said - workshop heaven - they are only 3 quid more than the rutlands offer price , and it seems to me that those who went with rutlands have spent more than 3 quid of their time arguing the toss with what passes for rutlands customer services dept.

With regard to the rutlands ferago it appears that they have left themselves sufficent weasel room in their T&Cs so you cant do anything in a legal court - however the "court of public opinion" might be something else again - may be a few letters to the woodworking press regarding their poor customer service and inability to complete offers they are still offering...

 

[Karl]

I ordered a Veritas spokeshave on the 6th. My debit card was debited with MORE than their confirmation e-mail. Despite several e-mails, it's still not sorted. Nor has the 'shave arrived - I was told that it was despatched by normal 1st class on the 6th, but i'd have to wait for two weeks (ntil it was officially classed as "lost")before they could do anything about it.

I won't order anything from them again. Their customer service is shocking.

Way off topic now.

Cheers

Karl

 

[big soft moose]

I won't order anything from them again. Their customer service is shocking.

Way off topic now.

Cheers

Karl

yep , i had a similar experience with them over a router table insert we ordered for work.

a startling proportion of their deliveries seem to be "lost" (or perhaps more likely failed to be despatched in the first place) , but any firm can have delivery problems - what really lets rutlands down is their awful customer service and the fact that the operators dont seem to give a toss that you've been inconvenienced.

I'll never use them again and give my buisness now predominantly to axminster and tool post , both of whom exhibit excellent customer service , and while things still ocasionaly go astray the orders are always sorted out with a maximum of courtesy and a minimum of fuss. I ave also now added workshop heaven to my "good guys" list.

 

[ste_5150]

it seems to me that those who went with rutlands have spent more than 3 quid of their time arguing the toss with what passes for rutlands customer services dept

Go on, rub it in!!!! :wink: :lol:

 

[lurker]

Well folks,

Much to my surprise I seem to have a result.
I've had a very nice e-mail from Rutlands this morning and it seems they are going to honour the original deal.
Only when the plane hits the mat & and I see the bank statement, will I believe it.

In a moment I'll post the contents & my reply

So................ maybe Rutlands are trying

Anyone else who has bought, I imagine will get a similar response from them. Feel free to PM

 

[ste_5150]

Well folks,

Much to my surprise I seem to have a result.
I've had a very nice e-mail from Rutlands this morning and it seems they are going to honour the original deal.
Only when the plane hits the mat & and I see the bank statement, will I believe it.

In a moment I'll post the contents & my reply

So................ maybe Rutlands are trying

Anyone else who has bought, I imagine will get a similar response from them. Feel free to PM

I'm still waiting for a reply..... I emailed yesterday early afternoon and it was read within about 10 mins, but I've had no response at all....

 

[lurker]

Dear Mr XXXXX,

Thank you for your email, and having taken notice of your comments on the woodworking forum I feel I must explain the situation - the item you actually ordered was from our clearance section and as such the item was at a reduced cost, the reason being that is had been reviewed by Andy King and therefore deemed to have been used and not brand new. Regrettably as all the planes reviewed are so popular the orders flew in and we had to treat on a first come first come first served basis.  Unfortunately when we received your order we had sold out.

We do still stock these planes and are available to purchase on our website as new.  However, as a good will gesture I am willing to let procure one of the new planes at the reduced cost on this occasion. 

If you wish to go ahead with this please contact me directly and I will arrange the sale for you.

Kind regards

Dawn Carter
Commercial Manager

Rutlands Ltd
Deepdale Business Park, Ashford Road,
Bakewell, Derbyshire, DE45 1GT
Tel: 01629 815 518  -  Fax: 01629 814 170
Email: [email protected]
www.rutlands.co.uk

 

[wizer]

At least Rutlands are bothering to watch these forums. Smart Move.

What's not smart is their ordering system. Why did it allow more orders than they had stock for? Sloppy, very sloppy.


Well Done Mr XXXXX. Good Result.

 

[lurker]

At least Rutlands are bothering to watch these forums. Smart Move.
.

Wizer, if you look at my earlier posts you will see I told them to look

Here is my reply to the above rutlands e-mail:

Dear Dawn,

Many thanks for that and yes I'll take you up on your kind offer.

Maybe in the light of this incident you need to review how the company software stock list "communicates"s with order acceptance.
But the big thing that is a reoccurring issue and has certainly earned Rutland's a "reputation" is dealing with things that go wrong.
I had to ask where the order was and then got a fairly inaccurate scripted reply - almost a digital shrug of the shoulders

A common thread is Rutlands are great when things go right but hopeless when they go wrong.
Which is why Axminster gets so much business - they are geared up to aftercare

regards

 

[wizer]

Very well put.

 

[studders]

So have I got this right? They only had one plane, that had been used in a review, to sell? :?

 

[ste_5150]

So have I got this right? They only had one plane, that had been used in a review, to sell? :?

Yes, that's how I'm reading it too. Surely not.... :roll:

Still haven't had a reply to my complaint.

 

[studders]

Still haven't had a reply to my complaint.

Well I have now received an email at least. They claim they emailed me three days ago (they didn't) to cancel my order. Have replied stating my dissatisfaction with their customer service and stock control.

 

[lurker]

So have I got this right? They only had one plane, that had been used in a review, to sell? :?

Thats was my understanding and I thought to myself "when in a hole stop digging"

Unfortunately people nowadays, in all walks of life, seem to find it impossible to say "Sorry!, we (I) made a mistake".

 

[rileytoolworks]

Well, my planes turned up today.
On the invoice it had a sticker informing me that I had unfortunately missed the discounted price (?), and that one of the planes was out of stock and would be put on back order. There were two planes in the box.
Just checked my bank statement and I've paid the right amount.
On the box of the small plane there's a sticker saying this item has been reviewed by Andy King. So, if they did only have one of these planes, I've got it!

 

[ste_5150]

You're very lucky Riley! I have yet to even receieve response to a complaint.

I just complained about the lack of complaint resolution..... Emails don't cost, so why not. :wink:

 

[rileytoolworks]

Took the planes to work today, sharpened them up and gave them a test run on some oak, maple, pine and walnut.
Both the 127 and 230 performed brilliantly.
I would thoroughly recommend these planes. Even at the higher price, they're still a bargain! (But don't let Rutlands know or they'll go up in price!!!!!!!!!!)
Adam

 

[ste_5150]

I finally got a reply! They've given me the same offer - at the sale price with free delivery (though not with the 15% off - only a couple of quid so not going to argue about that). I will buy it at that price, but I have to admit I'd still think twice before using them again...