In a rut with rutlands

[davidc1075]

Has anyone else experienced problems with Rutlands recently? My wife has purchased a number of very nice tools for me for Christmas.When I opened them up the to check the consignment the first item wasn't even the model specified but one that cost significantly less and was missing a number of accessories. The other item was missing a number of screws and the tools that should have been with the item to assemble it. On speaking to Rutlands their attitude was to either return them for a refund or accept them. I would be interested in hearing from anyone else who has had similar problem.

 

[Noel]

My commiserations David. If you do a search on Rutlands you'll find that over the past year and maybe longer the majority of people here have had rather similar experiences, although it mostly concerns charging your card and then telling you that the goods are out of stock etc.
Since time is running out perhaps the best thing is to return the goods, tell us what you need and source a reliable supplier ASAP, I'm sure other members can help you in that respect.

Noel

 

[Newbie_Neil]

Hi David

Welcome to the forum.

As Noel says we've mostly had Rutlands charging your card for goods they don't have in stock.

I'd follow Noel's advice and return them asap.

What is it you're after?

Cheers
Neil

 

[ProShop]

I agree with Noely & Neil, and return asap.

I don't know if you know this already but, Rutlands are a mail order company
who don't carry much if any stock themselves. You place an order and they get the supplier of those ordered goods to deliver on their behalf. So if the goods have bits missing etc, it's usually the suppliers fault.

 

[Newbie_Neil]

Hi John

I don't know if you know this already but, Rutlands are a mail order company
who don't carry much if any stock themselves. You place an order and they get the supplier of those ordered goods to deliver on their behalf. So if the goods have bits missing etc, it's usually the suppliers fault.

You are correct that they are a mail order company, but they also have a very large warehouse. There will be some items that they will have sent direct from the supplier but, imho I would imagine, it is mostly being delivered from their own warehouse.

Cheers
Neil

 

[Anonymous]

HI David

Welcome to the forum. Several members have had bad experiences with late delivery but I think your problem sounds like a christmas rush type of mistake where Rutlands have probably taken on extra (inexperienced) staff to cover christmas loading.

I have used Rutlands 4 times now and received stirling service from them. My PC router collett broke after 2 months use and Rutlands sent me a replacement free of charge next day!

I am surprised that they would not swap the item for the correct part especially as the value of what you received is less than what was ordered, this is illegal as you are in effect being charged more than the value of the item.

I suspect that there was some lack of understanding along the line when you phoned them and I would phone again, calmly and clearly explaining the problem and what item you would like in exchange for the incorrectly delivered item. Ask them to pick the incorrectly delivered item up too.

 

[devonwoody]

It's that por old father christmas he's very much overworked this time of the year!!!!!!

 

[Anonymous]

A factual response from Rutlands Limited.

The two items ordered and received the next working day by this customer were offered for sale in the Transit Damaged Products section of the Rutlands website. The goods were one off’s and were reduced in price by up to 80% of the normal selling price.

Unfortunately, the Sjoberg bench top was mis-described as the top for the 1530BS and not the top for them the SJ1422 which the customer subsequently received. Under the Sale of Goods Act, the customer was offered a full refund, which he chose to decline. To say that the customer received goods that were of a lesser value than those he paid for, is a little unfair. The retail value of the top the customer received is £193 and we consider the £29.95 paid by the customer to be reasonable. A pair of bench dogs was missing from the parcel and these have now been sent.

With regard to the Rout R Lift, this was damaged more extensively than had been realised and as such is unusable. Again, we have offered the customer a full refund for this, which has been accepted.

Due to the nature of these goods and the circumstances under which they have been offered, we were unable to supply alternatives and therefore offered full refunds with no financial loss to the customer.

During September of this year Rutlands Ltd moved into a new purpose built distribution centre and at the same time installed a specialist mail order computer system. Our new system ensures that funds are now only taken from customer’s accounts after the despatch of goods. This facility was not offered by our previous system and Rutlands apologises for any inconvenience this may have caused. Today 96% of Rutlands orders are received by customers the next working day. Rutlands is committed to developing its level of customer service.

We are happy to advise that this unfortunate incident has not deterred this customer from ordering other items from Rutlands range of products, and look forward to being able to continue supplying him in the future.

 

[johnelliott]

Welcome to the forum, Mr Rutlands. Always interesting to hear the other side.
John

 

[frank]

can we say that ukworkshop makes suppliers ect look and listen to its members . good on you rutland for not dodging the issue .

 

[Anonymous]

I feel I must chip in here and say that, just a few minutes ago, I picked up a package from Rutlands that had been left with a neighbour. I had only placed this order yesterday at about mid day and wasn't expecting it to arrive until tomorrow.

Well done Rutlands

 

[tim]

Well done Rutlands fopr grasping the bull by the horns.

On reading your response, I re read the original point (complaint?). Maybe David's wife ought to come clean about buying him some damaged goods for his crimbo presents :lol:

Peace and Goodwill to all men (and their wives) at this festive time.

T

 

[Chris Knight]

Welcome to the forum Rutlands. I do hope you stick around. Many of us have had issues with your company ( a quick search of the forum will reveal why) and if you are prepared to deal with such issues and the resulting complaints in this arena then I am quite sure both you and your customers/potential customers would benefit.

I for one am really keen to see companies in the UK deal in quality goods that woodworkers like ourselves need and use. I am also very happy to see competition amongst the suppliers (although not to the degree where cost pressures kill the golden goose - so to speak). I had frankly wondered if there was any point in considering Rutlands for future purchases - your appearance here makes me believe it may just be worthwhile.

 

[Aragorn]

Chris has just said everything I wanted too.
As a "Rutlands-never-again" woodworker, your presence here and some feedback showing that the regular complaints are being dealt with will definitely make me reconsider.
Good to have you here. Stick around!

 

[Shady]

Good God: all I can say is that if a UK supplier actually listens, I will actually buy from them... Well done Rutlands - keep it up.

Having said which, compare your 'under the sale of goods etc etc etc...' with ROb Lee's and Veritas' attitude to customer complaints... That's how you achieve a loyal base of satisfied customers who will sing your praises. Don't hide behind the law, go for instant 'over the top' response to complaints and see what happens - I bet overall profits would rise...

 

[Woodythepecker]

There is always two sides to a story and i can only say all credit to Rutlands for giving us the other side. I just hope that they do the same thing in the future.

tim wrote:
On reading your response, i re read the original point (complaint?) Maybe Davids wife ought to come clean about buying him some damaged goods for his crimbo presents.

Rather then come clean i think that David's wife should pat herself on the back for finding a Sjoberg bench for £29.95.
In another post elsewhere "Can anyone help?" he knew it was bought at a knock down price and seemed quite chuffed about it.

David in my opinion i do not think you have much to complain about, but thats only my opinion. Set your bench up and enjoy it by making SWMBO something nice.

As i have said all credit to Rutalnds for giving us their side.
If in the future anyone else has cause to complain about another company, would it be a good idea for someone to contact the said company to see what they have got to say? Just a thought.

Regards

Woody

 

[Anonymous]

To say that the customer received goods that were of a lesser value than those he paid for, is a little unfair. .

I stated this in response to the original complaint that did not mention the price reduction. If you care to look through the forum, you will find that I have repeatedly stated that I have only ever received first class service from Rutlands

Welcome to the forum Rutlands, glad to have you here and I am sure that your presence on the forum to explain the other side of any dispute can only lead to an increase in sales

Very glad to have you posting

 

[trevtheturner]

In fairness to Rutlands, I don't think that they were at all hiding behind the Sale of Goods Act. What they did, quite voluntarily and without argument, was to provide the remedy, i.e. offer full refunds, as required by the Act. I don't think they could have done much better than that.

Cheers,

Trev.

(no affiliation to Rutlands. Have ordered from them once - A1 service).

 

[Alf]

Having said which, compare your 'under the sale of goods etc etc etc...' with Rob Lee's and Veritas' attitude to customer complaints... That's how you achieve a loyal base of satisfied customers who will sing your praises. Don't hide behind the law, go for instant 'over the top' response to complaints and see what happens - I bet overall profits would rise...

Been trying to think of a way to put that myself, so wot he said.

Just one thing strikes me though; the bench top was mis-described, right? The Rout R Lift was in a worse state than was realised, yes? Okay, mistakes happen, but nowhere in that factual response is there a "sorry, we messed up. Our fault" in connection with either of those things. Not particularly to get at Rutlands, 'cos I've noticed exactly the same approach by other UK suppliers. It's just such a shame that's all. Less self-justification and more "let's put this as right as we can, as well as we can and make the customer feel glad to have dealt with us" from UK firms would be a refreshing turnaround. Which is just repeating wot Shady said again. I'll get me coat...

Welcome to the forum, Rutlands. I hope my faith in your business will be restored, but having been bitten good and hard, I'm more than twice shy I'm afraid.

Cheers, Alf

 

[Newbie_Neil]

Hi Rutlands

Thank you for being big enough to come onto UKW to give us your version of events.

It is excellent news that you have updated your computer system so that it doesn't take funds from our credit cards until you have the stock. This one problem was responsible for the largest number of negative postings about any of the companies who supply goods to UKW members.

In my own business if a customer has a problem I put it right. Our objective is to make them feel 110% happy. If appropriate, when I then talk to the customer about payment it is a much simpler and calmer discussion.

Neil