Hummm LeeValley screws up and does not make good.

[Leon]

OK now,

The final final follow up. ;~)

Yes I was using Chrome but don't recall using the back button but it could have been a possibility.

I think the real problem is that, regardless of how I got there, I was confident that the total indicated on my receipt and the confirmation number on the receipt along with the print receipt button on that page was the end of a successful order process.

As for replacing the order I appreciate the offer. Unfortunately when I learned that It would cost me an additional $20~$30 for shipping to expedite the order to arrive within the previously expected time frame I declined and placed the order with Amazon. Their free shipping normally arrives 3~4 sooner than the normal shipping from LV. In this particular instance I had already quoted my customer a price for the item on this order and I was simply going to pass my cost straight on to her. I had no wiggle room and time was a factor.

I am not a real frequent customer directly but do advise many of my customers to order direct from your store to save, in particular cabinet hardware. My concern with this happening to me is that It was surely happening to other customers. I would not want to refer my customers to your site if they were going to have this type problem. Being in Texas most all of my customers have never heard of LV and I do up sell your services and products.

Anyway my whole reason for rattling cages was to insure that those that would want to know how this incident played out were made aware.

Thank you for your time and offer, it was what I expected when I first followed up yesterday morning.

[Leon]

I learned they are having issues with Chrome and Safari. They have turned it over to9 their IT team.

Oddly I have been using Chrome since the early 2011 and place 4~5 orders with LV and have has no issues. Perhaps security updates have changed things on their end.

[Swingman]

I don't think that Leon uses Chrome, but I'd bet it is one of the problem children. I simply can't use Chrome on one of my banking sites ... maybe a good thing, the way Google and the NSA are in cahoots.

[Leon]

I still use Chrome. I did have a lot of issues accessing banking sites for some time and had to use Firefox. Lately my only issue with Chrome is accessing my money manager's web site.

[Ed Pawlowski]

Yes, and that is why I'm surprise he aired the dirty laundry before getting a resolution. I thought better of him.

[Ed Pawlowski]

Yes, nothing wrong with that.

No you are wrong. Lee Valley did not blame the customer, an individual that works for them did. He was wrong and Rob Lee is taking care of that. Wait for the rest of the story before making conclusions.

But he got the troops here riled up before getting a second contract and resolution. Does LV deserve to be drug through the mud yet? Maybe at some point, but people are already taking how LV had gone to crap before the final word was in. That is unfair and Leon is the person staring that. Shame on him; I expected better of Leon. Sorry, but I stand by my comment. If Rob Lee told him the same thing, I'd agree, but it seems he did not. He is trying to rectify the situation.

Like everyone else, I've had encounters with poor customer service by some companies over the years, but I don't whine about it until the situation is finalized. I don't jump to conclusions until I find the real problem. Some businesses deserve bad publicity, but others really do rectify problems and make things right.

[FrozenNorth]

I wouldn't be at all surprised if you get a gift certificate or store credit in return, your initial comments seemed hasty here, and you shouldn't have had to take it to Rob, but two screw-ups do not make a right.

[Swingman]

Your mighty effort to take the moral high ground failed. Rob Lee himself shot you out of the saddle, Live with it.

[Leon]

Had I not brought it up here I would not have received his e-mail address/contact information. Doing so enabled me to go to the person that would care and have the situation corrected.

[Leon]

I'm confused Ed, what dirty laundry. I stated facts and how they played out. Ultimately all went well and I stated that too.

I showed no ill feelings nor did I suggest that anyone not continue to do business with LV.

As I mentioned in another post had I not brought this situation to light in this group I would not have been able to contact Rob Lee as a few here provided the necessary information to do so. Had I not posted this here the issue would still be unknown to Rob, at least through me.

I wanted to provide information to solve a problem and not let it go with out being addressed. As it turned out and as I suspected their computer system was fault and it took me contacting Rob before any one at LV returned my comments with a proposed solution. I benefited nada other than the satisfaction of knowing that Rob still cares about his customers and to help them correct a situation that was obviously causing them problems.

[Ed Pawlowski]

Huh? Rob just proved I was right. Contact the right people and the problem can be fixed. Don't tell half the story, tell it all.

[Leon]

Ok, first off every employee at LV represents LV, they are all the face of LV. Let the few that want to run thing their way and the company looses direction and customers suffer. So yes, two different LV employees blamed the customer therefore LV blamed the customer.

He was wrong and Rob Lee is

Again, I did nothing to stir the pot except to state facts. Perhaps my post should have been precluded that some readers might want to leave the room as the facts might be found disturbing. ;~)

Does LV deserve to be drug through the mud yet? Maybe

Again, I was stating facts, nothing fiction here and others jumping on board apparently has similar instances. Perhaps you read way more into my comments that were intended.

That is unfair and Leon is the person

Actually my response to Rob responding to my e-mail to him wa that I wanted no favors but thought he should be brought aware of the situation.

I don't think stating facts as they played out was whining. Nor do I believe that sitting back and waiting for some one else to take the initiative to correct a problem is going to fix anything.

I have had several contacts with LV and it was not until I contacted Rob that I felt confident that the situation would be rectified. I posted every comment and posted every copy of the correspondence here as it unfolded. If anything I think it might be to LV's benefit that I did so. I reassured those reading my posts that Rob is still interested in running his company in the manner that we are accustomed to. Had I not taken all of this further I would have still had a bad taste in my mouth and probably would have thought twice about using them when delivery timing was a factor. Now if you feel that what I posted was dragging LV through the mud perhaps that was because the first few contacts I made with a couple of the LV reps decision to dismiss the problem as customer error left you feeling that you would not want to be treated that way. From the beginning they knew that I had a receipt and a confirmation number and they could not find it. That was their mistake for dismissing the problem.

I'm sorry if you took offense to the way I handled the situation but having run stores most all of my career the people that take the initiative to recognize and correct a problem are the people that I always wanted working for me, not the ones that passed it off and let the next guy clean up the mess. There are those that get the job done and there are those that sit back and watch.

I don't jump to conclusions until I find the

Turns out my suppositions were correct and until I contacted Rob the situation was going to go unresolved.

[Ed Pawlowski]

The end result turned out OK, but you could have taken a different route. You did the right thing to contact Rob, but you could have contacted him with a little effort. Hey, does anyone know how to contact Rob Lee?

Read the subject line for this thread. You made a statement that attracted the attention of most everyone here. People read and believe headlines and draw conclusions without the rest of the facts that took some hours to come out.

No, you did not suggest anyone not do business with LV, but, as a respected poster here your comment that LV "screws up and does not make good" was enough for someone to conclude that LV has gone to crap.

I don't object to you telling the story, I just think you should have told the entire story, good or bad, after it was concluded. I don't think disparaging LV was your intent but others perceived it that way.

[Leon]

I did tell it all as it played out.

But I have to ask, you think less of me because I took this all the way and let every one know what was going on.

Would you to prefer to think of me as the person that gave up and let the situation go unresolved and then post that they screwed me around?

I am thinking that it would have been real easy to not post copies of every move made by every one and perhaps left, for some, a bad feeling about LV.

I think we are all adults here, life is not rosy but I believe that the out come of this thread came out positive for LV and did not benefit my mission to smear LV had that been my purpose in the first place.

My sole reason to start this thread was to point out a fact and a problem. It turns out that LV was at fault and did have a problem and as it turns out my posting all the facts here enabled me to take the necessary steps to contact the right person to correct the problem. I was getting nowhere until a few here gave me the necessary information to get to the person that would care. LV truly had a problem that was affecting its customers and now that problem has been brought to light and is being corrected.

[MaxD]

Amen. And the more people who tolerate poor customer service the worse customer service gets. I'm with Leon.

[woodchucker]

I think that Leon had a true point. The confirmation, the receipt...

So lets assume that the credit card did not go through, why did he get the confirmation????

So now lets assume that they lost the order, but he mailed them proof of confirmation and receipt...

In either case, Lee Valley should have stepped up.. They are known for their customer service on top of their usually good tools and hardware.

I would expect them to treat him differently from the reciept and confirmation than what he received. Then add to that if they looked up his activity , they might have given him some more respect.

[woodchucker]

That's where you are wrong Ed, any individual working for Lee Valley is a representative of Lee Valley, and I think Leon did try with a supervisor... If I remember... so it was Lee Valley.. (either lack of training or bad new policy).

He was wrong and Rob Lee is

[Leon]

Well what fun would that be? ;~)

Well I got the information either way and the title was not anything but the truth at that point.

Well seriously I could have stated that LV simply made a mistake and "someone" would have concluded that LV had gone to crap too. For that matter I could have said that LV fixed a problem and "someone" would have had a contrary comment.

I wanted to draw attention and those that read the entire thread understood that going to the top was still possible to do at LV and the out come was positive. What is unfortunate for me is that I had to go to the top. As indicated by Rob himself there had been some non policy handling of the situation.

I have been a subscriber to Uverse TV, Phone, and internet for a few years and the recent service has been poor for the whole neighborhood. I can assure you it would be impossible to get to the top dog to complain.

Well I did not do that way. It seems most every one else had no problem with the way I brought it all to light. Perhaps had I done it your way you would have been pleased and most every one else would have suggested a better way to present it. I'm not trying to sell books so much as bring attention as it happens.

Anyway I appreciate your comments, I was truly interested in what rubbed you the wrong way. My intent was not to offend or have anyone think any less of me.

[woodchucker]

Then he would not have gotten a confirmation, since the time out would have removed his session info stored on the webserver. Hence they would have lost the info on him... So they would not have sent him the confirmation... So that is a normal system...

[FrozenNorth]

Just saying it may have been done without the "screw up" comment, maybe a "bad experience", it sounds a little less brutal.