ComplaintsforWoodcraft Supply LLC

• Initial Complaint

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 7th. 2023 ordered a ********* blower w/battery charger and battery and extra battery. Account was billed for $438.67 I was sent the extra battery and told vendor will be shipping rest of order in 5 or 6 days."Nothing" contacted Woodcraft..oh we'll have to contact the vendor.Still nothing! After reading ALL the complaints you can see their pattern of "Ripping Off" Customer after Customer. Can't believe that they haven't been "Indicted" Maybe a "Class Action Lawsuit"

  Business response

  11/21/2023

  On 11/7/2023 Customer purchased online at 8:30pm  a brushless ***** blower which comes with a battery and charger as well as ordered an extra battery.  These two items are dropship items shipping direct from the vendor to the customer and noted will ship within 5 business days .  The order was sent to the vendor the next morning.  The vendor shipped the extra battery on 11/8/2023 and email shipping confirmation was sent to the customer.  Seeing only the spare battery as shipped the customer contacted Woodcraft on 11/9/2023 to inform what had shipped.  Customer Service responded the blower will ship separately after 5 business days. 
  The vendor failed  to send Woodcraft inventory reports to inform of any back orders therefore it appeared to Woodcraft Customer Service the item was in stock.
  On 11/16/2023 the customer reached out for an update on the remaining item yet to ship.  After Woodcraft contacted the vendor for the update we found it to be out of stock and not expected to ship until 12/31/2023.  Once we informed the customer they chose to cancel the back order and requested a refund for any and all items not shipped. The vendor was contacted to cancel the back order and a refund was issued for the back order item.  Because of causing the inconvenience to the customer by not informing of the back order in a timely manner, Woodcraft not only refunded for the canceled item but also issued a refund for the spare battery without asking for its return. People do make mistakes but how its rectified makes the difference.  Our customer responded via email and was happy with the resolution and accepted our apology for the delay of back order information.

  Customer response

  11/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** ****

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6-13-2021 I placed an order with Woodcraft for a Jet Dust Collection system for the amount of $2059.99. ORDER CONFIRMATION NUMBER: ************** As of today (1-6-2021) I still have not received my product. I have contacted the customer service department multiple times asking for a refund and have had no success, they will not refund my money after 4 months of waiting. I did receive an email on 9-23-2121 from a shipping company in ****** saying that the product had arrived and would be scheduling a delivery but no response to my voicemails? I again contacted Woodcraft CS on 10-4-2021 to ask for a refund and they refused. This time the CS agent did contact the shipping company and found out the product I ordered was not at their facility and they have no idea where it is at. Woodcraft is blaming the shipping company and I have not heard anything back again. They are treating this as my problem when they are the company I ordered the product from.

  Business response

  10/08/2021

  Our customer purchased the item on 6/13/21. The vendor notified us on a back order status on 6/21 with an expectant date to ship of 6/30.  Due to unforeseen circumstances the vendor changed the back order date to 8/25, then again to 9/15.  With each change, Woodcraft notified all customers via email of the change of expectant dates. Our vendor shipped the product on 9/21 and reached the freight line main terminal on 9/25 where it sat in a heavily backed up terminal until it could be off loaded and processed. Customer contacted us to find out the delay of delivery and wanted the product or refund. Follow up showed the product was shipped and at the terminal. On 10/4 our customer contacted us stating he wanted his item and our rep reached out to the delivery terminal. We were told they couldn’t find it and they were going to reach out to the shipper asking them why they never sent it. Woodcraft called the freight lines main customer service and found they did have the shipment. It was transferred to a smaller delivery company on 10/1 but wasn’t unloaded until 10/6. It finally delivered on 10/7. We reached out to the customer on 10/7 to confirm, and he called back stating he did receive the product. We certainly regret the inconvenience this has caused our customer. Our hope is that our customer understands the high volume of deliveries to his city caused this delay and to please accept Woodcraft's apology for this inconvenience to him. We value him as a customer and hope to continue to do business with him. 

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