Rutlands

[DIY Stew]

Rutlands are giving 12% discount and free delivery again, just enter code 449 at the check out

Stew

 

[Dodge]

Then sit back and wait for non-delivery and excuse after excuse!!!!

 

[DIY Stew]

Roger

At least you will be getting a 12% discount and the excuse will delivered free :lol:

I have never used them but I know from previous posts by several members their customer care could've a tad better :lol: :lol:

Stew

 

[andersonec]

I have never had a problem with them and in fact I have just today ordered a 15m length of flexible dust extractor pipe,,, £26 and free delivery, normally about £65.

Andy

 

[Grahamshed]

I have ordered some T track and bits and now wait with bated breath. I wonder if they read this forum ?

 

[Mickfb]

Do you mean they have something in stock!

 

[Noel]

I have ordered some T track and bits and now wait with bated breath. I wonder if they read this forum ?

I had a PM some time ago from somebody at Rutlands commenting on all the negative posts that were being made. I replied suggesting they post and try and improve their reputation. The answer was along the lines: "We will not discuss customer's problems on a public forum". I further replied that if the place was good enough for Rob Lee, Axminster and many others to come on and help their customers with various problems it was good enough for them. Haven't heard anything since.

 

[JakeS]

I have never had a problem with them

I've never had a problem with them either - but I've also only ever ordered things which are actually displayed as in stock!

(I also made a Rutlands order recently - I got another one of their mobile bases, which as far as I can tell are identical to the Axminster ones, just currently about two-thirds the price; I have one under my table saw already and I'm perfectly happy with it. It was sent out this afternoon, so hopefully it'll also be trouble-free...)

 

[Grahamshed]

I have ordered some T track and bits and now wait with bated breath. I wonder if they read this forum ?

All of my stuff arrived safely yesterday (Monday) Cannot complain about that.

Good quality stuff too.

 

[John Brown]

In the interests of balance, I've never had a problem with Rutlands either.
(And I have ordered stuff from them).

John

 

[chippy1970]

In the interests of balance, I've never had a problem with Rutlands either.
(And I have ordered stuff from them).

John

I've never had a problem with them either, I must have used them 4 or 5 times with no problems.

 

[fluffflinger]

+1 for no problems, dozen orders over a couple of years including returning a faulty item that was very promptly replaced. I think the issue with them, from what I can glean from various posts, is that their recovery process isn't all it could be.

I spent 20 odd years at the very pointy end of customer service and mistakes, mis-communication and general cock-ups are inevitable. The quality of an organisation should be judged not by their mistakes but how they recover from them.

It does seem a little foolish not to participate in this or any other forum where their customers are visible and product discussions are very active. Sadly in the main British Companies don't place a high value on good customer service, it would appear that they prefer the ostrich approach, those that choose the alternative road prosper, well that's my experience.

I worked for an American Company company whose guarantee was unrivaled. We will refund your money on any purchase that isn't 100% satisfactory. Anytime, for any reason. It's that simple. I can tell you that not only was customer loyalty unbelievably high, it was rarely abused and empowered the staff at the sharp end to resolve any customer service issue promptly without conflict. Brave but they have been doing it for 150 years so I guess it has stood the test of time.

I find it sad that Rutlands don't seem to "get it" but I will continue to use them when they offer me items I need at prices I like.

 

[jaywhoopee]

I've never had a problem with them either - but I've also only ever ordered things which are actually displayed as in stock!

Ditto - the only problems I've ever had have been with items that were clearly marked as not in stock. I wish they'd be a bit more proactive about giving an expected in stock date but they always answer me quickly when I email to request that information.

I got another one of their mobile bases, which as far as I can tell are identical to the Axminster ones, just currently about two-thirds the price; I have one under my table saw already and I'm perfectly happy with it.

I'm very glad you said that as I just ordered one while they're reduced and in the 12% sale, but I don't yet have the bandsaw I plan to use it with!

 

[misterfish]

Also no problems with Rutlands. Usually stuff delivered very quickly. I've only ever had one item of an order not delivered, but it was sent on the following week when in stock.

Misterfish

 

[Grahamshed]

It is always a fact in life that bad news travels faster than good. Perhaps this thread will help to rectify that........... though I will still be nervous next time I order from them

 

[Teckel]

Ordered from them 3 or 4 times and I didn't have any problems with them.

 

[AndyT]

I too have used them several times and been happy with their service.

But, Rutlands, if you are reading this, please reconsider your policy of not putting your heads over the parapet and actively joining in discussions on here. Take a look at your competitors who do - Axminster, Workshop Heaven, Brimarc and Lie Nielsen spring to mind - I'm sure that their quick action in response to grumbles on here is widely noted by the rest of us.

I mean this sincerely - we all need good suppliers, especially those who sell unusual, specialist lines not available elsewhere, as you do!

 

[JakeS]

But, Rutlands, if you are reading this, please reconsider your policy of not putting your heads over the parapet and actively joining in discussions on here.

I wish they'd also reconsider what seems to be their policy of not publishing negative reviews of products - it gives a dishonest impression and means we can't trust any of the reviews/customer ratings on the site at all. I for one will only buy a product from Rutlands if I see the reviews of the same product carried elsewhere, or it's a branded item I can trust to meet a certain quality threshold.

 

[wcndave]

The OP was pointing out that there was a sale. Nowadays I take that for granted, I think i get an email every day about sale, every weekend there is one, etc.

It would be more efficient to tell me when there is NOT a sale, however i don't think i would ever hear from them again :twisted:

I too have had no real problems, although their overseas policy of "one big box, if it fits we send, else not" stops me from purchasing from them now. if you want a screwdriver it will come in a 200 litre box for £25 deliver, same for a 50kg drill press, however they can't send 1 clamp cos it won't fit in the box...

I agree that 99% of the time they are fine, it's how they handle the 1% that gets them a bad rap...

 

[wincho84]

I have only order with them a few times which have been ok. But ordered with them 3 weeks ago, 2 weeks ago I was told the item was dispatched only to find it hadn't. Apprently it was an automated email which can't be stopped. Was told the item would be dispatched last Friday, only to chase them to find out it hadn't, another automated email... Then it was dispatched yesterday for delivery today, but to the wrong address.... Phoned them up and was told they would get the package returned to them and then dispatch the item again once they have it in stock... No apology what-so-ever, infact it seemed that it was my problem they are incompetent... I wont be using them again for a long time!!