Rutlands, credit where it's due.

[Lons]

Decided to buy a router table and adapt it rather than from scratch so at 8.30 am yesterday I rang to make sure they were in stock and placed my order with a very helpful guy called Nathan. It was delivered to me this morning at 9.15 am, just checked and looks in good condition.

So ....... it isn't all bad news from Rutlands. If you ignore the "false" savings hype which is practiced by many companies and just look at whether it's value for money, my relatively few experiences with the company have been very good.

Just have to wait for my Router Raizer and collet extension from Peter Sefton

Bob

 

[monkeybiter]

Same here, I've never had any issues, just judge each purchase on its own merits. Never had a problem with damage or delivery.

 

[Paddy Roxburgh]

I think the main reason that there are so many negative threads about Rutlands is that they do sell some good stuff and do have competitive pricing. They are so nearly an excellent shop, but they let themselves down with poor customer service, selective publishing of reviews and questionable discount adverts. The second and third issues they could so easily fix for 0 cost and improving customer service would cost very little. One can only hope they read some of these threads and realise that they could make more sales if they fixed these things.
Paddy

 

[Newbie_Neil]

I think the main reason that there are so many negative threads about Rutlands is that they do sell some good stuff and do have competitive pricing. They are so nearly an excellent shop, but they let themselves down with poor customer service, selective publishing of reviews and questionable discount adverts. The second and third issues they could so easily fix for 0 cost and improving customer service would cost very little. One can only hope they read some of these threads and realise that they could make more sales if they fixed these things. Paddy

+ 1.

If they have your item in stock then buying from them will work well. However, the problems arise when they have run out of stock and you have to encounter their customer services department. :roll:

Many years ago, I contacted their MD to let him know that there were a number of negative threads about his company on this forum and would he like to comment. My contact didn't even warrant a reply. As a result I have not purchased anything from them since that date.

 

[RossJarvis]

I mentioned elsewhere that I had an issue with something I bought off them, however the customer service was excellent on that occasion and better than most.

 

[Selwyn]

Loads of companies select reviews.

I agree though, buy the item for what it is with eyes open and you can get some good deals

 

[woodpig]

I've bought a couple of bits from Rutlands before, either parts not available elsewhere or a better price.

 

[Inoffthered]

I have bought a few things from Rutlands and they have always delivered quickly, normally next day.

My experience of Axminster is different. Last week I ordered some stuff from Axminster (that Rutlands didn't stock) paid for delivery (between 1 and 3 days because I wanted the stuff for a project this week end ).
Five days later, I'm still waiting. I received an email to say the items had been despatched but the parcel has been sent without any tracking number and the note attached to the email advising of despatch states that "no claims can be made for loss until 14 working days have passed".

If Axminster think this will encourage me to pay for next day courier delivery on future orders they can do one, I'll stick with Rutlands.

 

[monkeybiter]

My experience with Axminster is that delivery will be next working day, without any surcharge for non-standard delivery.
It's not promised but I can and have relied on it.

 

[shed9]

I've had a few things from them and generally find them them slightly below average in terms of customer service.

I find that their offers and sales are now just noise. The suggested RRP or the supposed previous price is just a random number with no bearing on reality. Yes I ignore it (hence the description of noise) however I do think it's a little insulting, highly unprofessional and I suspect possibly contravening trading standards at some level.

As for the reviews, again just noise and lazy noise at that; I've seen the same review used on multiple products! There has been recent interest in legally addressing skewed and tampered online product reviews, should they investigate Rutlands I suspect this could be a major issue for them.
They seem to miss the fact that people will still buy products even with some negative reviews, that's the nature of online shopping. In reality no negative reviews has the same effect as negative reviews themselves.

As mentioned previously up there ^, they can fix these two aspects at zero cost and improve their image and credibility in one fell swoop.