Just before leaving on a trip a little over a week ago, I ordered two blades
directly from Forrest (WWII and Chop Master). Since their Web page says
most orders ship in 2 or 3 business days, I figured they would arrive
shortly after my return this week. I placed the order online and got an
automated response confirming the order.
After getting home I had received no further information, so on Monday
(4/30) I called to check the status of the order (If shipment were to be
delayed I needed to make some interim plans because current blades need
attention). I was told the only person who could trace the order wouldn't
be in until the next day at 3:30. Called back on Tuesday too early and the
magic person hadn't arrived. Left information and was told I would be
notified of status. When I had received no information by 8:00 p.m. on
Tuesday, I left a voice mail and sent an e-mail cancelling the order.
I'm not trying to be a hard ass about this thing, but I think two business
days to merely check the status of an order is way out of bounds.
Has anyone had a similar experience?
BTW, where do most of you order Forrest blades?
The only experience I have dealing with Forrest is blade sharpening, half a
dozen times in the last few years, and have had no delays or problems in
Rockler and WoodCraft generally have them in stock here in Houston. I would
expect that any retail woodworking supply, either bricks and mortar, or on
the net, would be able to serve you.
Whatever the hassle, they are worth it.
It sounds to me like you are being a bit impatient and tried to translate
your urgent need into the time they should respond. Based on the
information you gave, you were expecting the blades to arrive less than 7
business days after you placed the order with ground shipping. I don't
think that is reasonable.
I agree. One week is exceptional service with premium shipping costs.
For most orders I get the item within 2 weeks with backorder
exceptions. Expecting the package within 30 days is reasonable, maybe
longer than a 30-day period if Christmas break is included.
Shoot I don't know where you guys order, but I get just about
everything in 3 to 5 days regular UPS. Maybe it's because I'm
centrally located. I also have to agree with the OP two days just to
check the status of an order is a bit much IMHO. However a couple of
the other posters are also correct, Forrest is usually very reliable
and maybe you weren't actually dealing with them. bc
Actually almost everything I have shipped in by FedEx and UPS by
ground/cheapest way, arrives within 3-5 days of the shipping company
receiving the goods regardless of where in the US it is shipped. I am in
From Seattle WA to KeyWest FL it takes 6 days for a 10 lb package by UPS.
How soon you get the package is mostly determined by how soon the package is
delivered to the shipping company.
Problems can happen that may require longer but as a norm 6 business days is
the longest you should have to wait after the package is actually shipped.
If you are on a schedule it makes good sense to work with a larger time
allotment for uncontrollable variables.
For products the size of a 10 inch saw blade, shipment anywhere in the
lower 48 in less than a week is very reasonably priced by the US Mail.
For distances of about 300 miles or less, next day service would not be
unusual if the parcel is mailed early in the day.
(Disclaimer: 25 years Postal Service employment)
The best argument against democracy is a five-minute conversation
with the average voter. (Winston Churchill)
On Thu, 3 May 2007 02:55:53 +0000 (UTC),
email@example.comNoOnSePsAtMar.org (Larry W) wrote:
Agreed. I regularly get large boxes shipped across country via USPS
or UPS Ground that take far less than a week to arrive. In fact, I
get one regular order that could easily be a dozen 10-inch saw blades
in size and weight, coming from almost the other side of the country
that ships every other Thursday and I always have it in my hands no
later than the following Tuesday.
30-days would be a travesty. I'd never work with any company who
couldn't ship faster than that. I get shipments from Europe and Asia
a hell of a lot faster than that.
He is complaining that they took two days just to give him the status of his
order. That should take no more than two minutes. Stock items should
normally ship in a day or so. I don't think that is being unreasonable at
Edwin, respectfully, I disagree. Checking the status of an order is the
often the slowest part of customer service, unless you have dedicated staff
with an online lookup system. My experience says that order taking is the
fastest process and getting something shipped is the next. But order status
lookup may take longer than two days from many reputable companies. That
part of the process is not essential in the order to cash process chain and
often marginally staffed. I wouldn't be surprised if his saw blade arrived
the next day before they even had a chance to acknowledge his cancellation.
Forrest is not a huge company and probably doesn't have the staff to respond
quickly. They stay alive by quality product not lightning fast customer
service. I bet they would prefer to deal exclusively through wholesale
channels if they could and get rid of the retail overhead altogether.
All this is academic and laced with opinion and individual experiences. You
are right and I am right - within the realm of our individual experiences.
We all have the voting right with our precious dollars.
Any company out there that doesn't have an online lookup system today,
especially a 'big name' company, doesn't deserve any orders. It
shouldn't take more than a few seconds to pull up any order and
confirm if it has been shipped or not, there really is no excuse for
it to be otherwise in today's world.
OK, we disagree.
It is a saw blade. They either have it or they don't. If they have it,
they should be able to say it shipped or it did not. If they don't have it,
they should be able to say it will be "the week of" at least. If you are
talking about an item that is complex, requires many parts and sub
assemblies, then I'll give you a couple of days.
If they would prefer to deal exclusively through wholesale channels, they
should do so. Nothing wrong with that. If, however, you plan to sell to
the consumer in the age of the internet, there is no excuse not to have a
computerized system that can at least give rudimentary answers in seconds.
"Thank you, we have your order, that item is out of stock and expected to be
back in stock in about 2 weeks. Sorry for the inconvenience, do you want to
wait until then or can we substitute another item?"
The only Forrest blade I've bought was at a show, directly from
Forrest but to be shipped so I wouldn't have to lug it around. It
took a little longer than I thought to ship. When I called and left a
message, I got a return call within the hour. They indicated they
were a little behind getting out the show orders, but mine had
shipped. Arrived the next day.
Well worth the wait.
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