Experiences with CHT

[Anonymous]

For me, they have proved to be just that

I was intending to order my AI chisels from them a long time back but after a couple of days without them answering the phone, I gave up and went to AI themselves.

Well, after visiting the Big Bash (thanks Philly, it was truly awesome), I did what any true LN junky would do and ordered a few LN items from Axminster, a few more LN items from Classic (their catalogue is pure art) and a set of rasps from Dick in Germany. This was a week ago yesterday (Friday).

Axminster order arrived 10.00 Monday morning!!!
Chuffed, so ordered a couple more choice LN items from Axminster on Tuesday, they arrived Wednesday morning!!

Dick order arrived Wednesday morning too - from GERMANY!!

Chuffed to bits so far.

I like the idea of supporting a small specialised tool supplier and so 5 items had been ordered from Classic (all stocked by Axminster).

I have received nothing, I have no communication saying 'out of stock' or 'sorry for late dispatch'. This weekend I can play in the garage, but not with my new tools.

Next weekend I cannot.

I am less inclined to order from Classic in the future - my excitement is turning to disappointment

 

[Alf]

Tsk, wonder why? I've always had next day deliveries (except for the saw files, natch :roll: )

Cheers, Alf

No affiliation, in case anyone wonders.

 

[ByronBlack]

Sounds like maybe your parcel has been delayed?

I would definitly get in touch on monday morning and make your comments known. It's a shame a smaller company can't provide as good service, but hopefully there is a good reason as I was looking to order some goods from them.

Keep us posted.

 

[Good Surname or what ?]

I ordered an Auriou rasp from Classic a couple of weeks ago. After nearly a week, I had to chase them only to be told that it was out of stock. Admitedly they were very busy - with Yandles, Weald & Downland etc, but I seem to have slipped through the net.

They've been pretty good before so I forgave them this little delay and the bigger sin of not keeping me informed. They called me back to explain the delay and the rasp arrived a couple of days later. Very pleased with purchase and will give them another chance

 

[David C]

They have been away at the Magma Tool exhibition in Austria.

Sorry to hear about slow service.

Phone Mike Hancock.

It is really really difficult to start up a small specialized hand tool shop. They desperately need your support. Obviously after 30 odd years APTC have a slick turnaround, but at the same time they have become a great deal more boring and offer far less choice than they used to.

Fast turnaround or a better choice of unusual products??

David C

 

[mr]

I think you do have to bear in mind that Classic Hand Tools is essentially Mike Hancock and one(?) other and that if there's a show on somewhere they will be out of the office. Having said that I've always found Mike Hancock to be the very model of customer service and would rather order from him and wait a week than go to Axminster - that waiting is always hard though
Mike

 

[Sean the amateur]

I have ordered from Classic Hand Tools on only one occasion.

I called to make sure that what I wanted was in stock. I ordered. It was delivered three days later.

Sean

 

[Anonymous]

They have been away at the Magma Tool exhibition in Austria.

Sorry to hear about slow service.

Phone Mike Hancock.

It is really really difficult to start up a small specialized hand tool shop. They desperately need your support. Obviously after 30 odd years APTC have a slick turnaround, but at the same time they have become a great deal more boring and offer far less choice than they used to.

Fast turnaround or a better choice of unusual products??

David C

Good points. I love Classic's selection.

I did order from Classic rather than Axminster in an effort to support the smaller shop - all the stuf I orderd from Classic is in stock at Axminster

However, over a week is too long - particularly without an apology or explanation. If I were a business relying on these tools for my living, then I would be livid (and out of pocket) at this lack of service. Luckily, this is not the case.

I guess i shall have to phone tomorrow

 

[ike]

Tony,

Sometimes I think it best to talk to the chap at the other end first before banging on in public. I'm sure Mike Hancock takes all his customers equally seriously.

I once ordered a set of Adria saws from Mike. They weren't in stock so I just had to wait for them. Mike was extremely courteous and the saws were worth waiting a few weeks for. After all what is a few extra days wait for gorgeous tools that will give a lifetime of pleasure to own?

Ike

 

[Scott]

would rather order from him and wait a week than go to Axminster - that waiting is always hard though

I'd agree with that. I've had loads of stuff from Mike Hancock and I've found that some comes quickly and some takes a week or two. More obscure stuff obviously takes longer (some Auriou carving chisels took a while but I never really expected him to have the full range of them in stock).

If I'm in a hurry for something (which is never for any pressing must-finish-project reason but normally just a case of "I want it right now! :evil: ") I normally email him to ask if he has it in stock.

I try to support him when I can. I reckon Axminster get enough of my dosh for stuff that Mike doesn't stock. Not that I have anything against Axminster of course. Quite the opposite. Their customer service is exemplary IME. It's just a support the little guy thing.

I do agree though that CHT are possibly not the best at advising the customer if something will take a wee while to arrive. Personally it doesn't really bother me too much.

Are we all just spoiled by Axminster's excellent service?? :?

 

[ByronBlack]

I'm not sure I agree with the 'give him a break, its only one guy' point of view. At the end of the day, business is business.

When I ran my own small venture, I had to compete with the big boys in terms of service, otherwise I lost out, that just the way it is. Axminster only become this big due to excellent service.

I'm sure Mike Hancock is a great guy, but from a business perspective, it's not good to take the money from a customer and not inform him for over a week, at the point of the order, the business should have known whether the order was in stock or not, and the customer advised, if that means hiring more staff, then so be it - it's how businesses grow. The obvious answer to this, is to have a small database online that tracks the stock.

I developed a system like this for a busy fire alarm company who stocked literaly thousands of items, this makes it easy for them to know whats in stock and whats not, and secondly informs a potential customer as to when things are in stock, as an aside, I believe the axminster website does this - so why not classic handtools? There product range isn't that big, and the number of suppliers they deal with is relateively small, it should be a simple process to add stock levels to the site.

I will still buy from Classic Handtools because when I do, it will be with the knowledge that the goods will take time to arrive, however if I did this for a business, then I wouldn't think twice about ordering from axminster or screwfix, because I know it will get to me in the required time that it's needed.

Businessman have to adapt to survive not matter how big or small.

 

[newt]

Alf. I hand all the files thats why there was a delay, and it was your own fault for giving the sharpening lesson at the bash.

 

[Anonymous]

Tony,

Sometimes I think it best to talk to the chap at the other end first before banging on in public. I'm sure Mike Hancock takes all his customers equally seriously.

Ike

Ike, I am NOT 'banging on' in public. Don't blow my post out of proportion.

The reason for this forum's existence is to pass on experiences such as this.

My main beef is that I have received no explanation for the lack of tools - I would expect the supplier to contact me if there is a problem, not the other way round.

Poor service whether a one-off or not is still poor service.

 

[ike]

Ike, I am NOT 'banging on' in public. Don't blow my post out of proportion.

Tony,

There is no need to 'shout'. If you want to throw your tools out of the pram - carry on.

Ike

 

[Anonymous]

OK

Classic are only partially to blame for this story.

Talked to Mike a couple of times today and as usual it is six of one and half a dozen of the other :roll:

Seems that Classic could not fill my order (would have expected to hear this whilst placing the order) and were one item short.
One of the staff tried to phone me early in the week but failed to get hold of me and 'hung on' to the remainder of the order until wednesday/thursday. Mike explained that this is not Classic's usual policy but he was away from the shop.

The order arrived at our central post room at work on Friday who subsequently did nothing about it at all and left it on a shelf without telling a soul. Parcelforce don't deliver to the buildings on site and our post room say it isn't their 'job' to deliver parcels around the site.

I still don't have any of the tools but that is now due to the jobsworth idiots in the post room, not Classic!


Well, Mike Hancock is doing a difficult thing competing against the likes of Axminster. It is the proverbial corner shop with personal touch versus the supermarket. He matches them on price despite the difference in turn-over. When one does need to talk to the company, one talks to the guy in charge. Their range of tools is superb. Their catalogue a work of art - the best I have seen bar none. Mike's work ethic and efforts to meet people at all the shows is fantastic and he is a genuinely nice bloke.

I am disappointed this time, and feel the order should have been sent on Friday rather than the following wed./thus., but it won't stop me from using the 'corner shop' rather than the 'supermarket' with my next order.

 

[ike]

Tony,

I'm glad for you that now you have talked to the 'chap at the other end' you have been able to resolve the issue. More often than not with these situations there is usually a perfectly reasonable explanation lurking.

I'm sorry you feel that my contribution to this thread (perhaps in general I don't know) is in no way helpful. Please feel free to voice all your opinions in the thread. Isn't that what the forum is about?

Ike

 

[David C]

My suggestion is that the title of this thread be removed or changed.

Fora or is that forums, are surely world wide public??

David Charlesworth

 

[Philly]

I reckon this is just Tony's way of coming up with a new form of gloat :lol: :wink: Obviously he HAS to show the goods once he takes delivery.........
The Internet is a wonderful thing-search, click, compare prices, tap in a credit card no. and transaction done! The "real world" is a little slower catching up though. I understand Tonys frustration-when you place the order for a tool you've been lusting over any wait is fraught. I recently ordered some books off Amazon. Three months for delivery (although I was told they were in stock when placing the order). Now that's a wait :lol:
Philly

 

[David C]

Perhaps worth considering the time it would take to order some of Mike's
more unusual items, if they were ordered from country of origin? ~;-)#

David C

 

[Martin Brown]

I wish the title of this post to be more clearly amended please. It doesn't seem to reflect what I have read. Does anyone agree?

Martin

Since posting I think it has been changed a bit! Thanks.