Hand-Tools.com Customer service failure on epic levels.

Feedback: +21 / =0 / -0
Joined
Oct 8, 2000
Messages
351



This is correspondence between myself and with an online dealer Hand-tools.com. I submitted feedback to through the Amazon Marketplace. I had purchased a $70 sheath for my new ESEE Junglas and hadn't received a ship notice in over 5 days for an "in stock" item.

If you don't want to read the whole thing just take a look at the highlighted text from the online dealer. I'll summarize with this. The seller didn't want to see a bad review about his business practice so he called my work place to see if he could get me in trouble for sending email during the middle of the day.

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On 02/06/2012 10:41 PM, Matthew wrote:
Evan,

We have review your email, and this would come nowhere close to
false advertising. Also the site's shipping policy clearly discloses
how they ship merchandise:

http://www.hand-tools.com/shipping-policy.php

Furthermore I checked on the status of your shipment only to discover
that this was delivered to you quite some time ago:


The product was delivered to you within 9 business days of when
you placed the order which is well within reason and certainly not
even close to false advertising.

Please let us know what else we can do to help.

sincerely,

Matthew

On Sat, Feb 4, 2012 at 1:53 PM, Evan Farley - Amazon Payments
<syntaxerrorsix@gmail.com> wrote:
Order ID 105-5834842-3913848:
1 of Hand-Tools.com Order HT8344 [ASIN: B001D8Q8H2]

------------- Begin message -------------

Shipper website stated the item was in stock when ordered. When
product did not ship within a reasonable time I contact the seller to find
out why. The told me that when the product reached their warehouse they would ship it to me. In my opinion that is false advertising. Drop shipping is not the same as having an item in stock to be sold. As of today they still claim to have the item in stock.

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So listing an item in stock when clearly they don't maintain stock is
not false advertising? No problem. I spend a fair amount of money on
such equipment and visit enough forums to pass the message along.
Thanks for your help.

Evan

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On 02/07/2012 09:52 AM, Matthew wrote:
So what you're saying is that you're a troll? You're one of those
type that like to go out onto the internet and trash people's names
because they made you mad. All I can say is keep it truthful. I
strongly recommend you take a look into what false advertisement is
before you run out onto the internet and begin accusing people of
it. We reserve all rights to pursue legal action against you for any
acts of libel or defamation.
We work too hard to keep a good reputation
than to have you destroy it because you think receiving your order 9
days after you ordered it is the end of the world.

Attached is picture of an internet troll, just in case you might
want to know what they look like.

I am sorry, but we have done nothing wrong, and we are are sick and
tired of a few rotten people messing it up for everybody.

Go do all the internet trolling you want, but don't think we don't
have tools in place to monitor your comments.

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On Tue, Feb 7, 2012 at 10:23 AM, syntaxerrorsix
<syntaxerrorsix@gmail.com> wrote:
So what you're saying is you're a whiner. You know that listing an
item in inventory when it isn't actually there is wrong buy you'll try to justify it by name calling. You go ahead and pick your favorite lawyer. I'll be sure to post this entire email to every site I can. Your professionalism speaks for itself.
Have a great day.

Evan

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On 02/07/2012 02:22 PM, Matthew wrote:
No what I'm saying is that you're an internet troll. One of those
people that say, "Don't make me mad or I will go out on the internet
and say bad stuff about you."

Once I find out where you work I will be making a phone call to your employer and let them know what you are up to in the middle of the day. We've done that before and it was very effective.
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On Tue, Feb 7, 2012 at 1:24 PM, syntaxerrorsix<syntaxerrorsix@gmail.com>
wrote:
Yawn..

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On 02/07/2012 02:30 PM, Matthew wrote:
Sika Sarnafil headquarters in MA has been sent the copy of this entire
email along with date/time stamps to see what you're up to at work.


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On Tue, Feb 7, 2012 at 1:31 PM, syntaxerrorsix<syntaxerrorsix@gmail.com>
wrote:
Oh no!! I'm off work it's raining.

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On 02/07/2012 02:49 PM, Matthew wrote:
Nah, it's not raining and hasn't rained all day. It might rain
tonight, but it hasn't rained yet. It's been a little hazy today off
and on, but no rain. Attached is a live webcam shot from FOX 13
Lakeland with a date/time stamp that shows no rain. Raining or not,
they now know what you're up to. Many companies have codes of ethics
by which they expect their employees to conduct themselves, and you
may or may not have signed something with them with you hired on. I
sure hope they have something to deal with you because going postal on
us over a 9 day delivery is absurd. Anyway, it's in their hands now.
If I don't hear from them in a day or two I'll write a certified
letter to all of the offices to see if there is someone in that
organization that can deal with you and your ethics.

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On Tue, Feb 7, 2012 at 1:53 PM, syntaxerrorsix <syntaxerrorsix@gmail.com> wrote:
LOL you really think you got my number don't you What on Earth would you know about a code of ethics? You can't even maintain an honest inventory. You go ahead and spin your wheels as much as you like.

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Thank you for the invite. I will.


This is the graphic on the item page safe-to-buy.gif

Real class act.
__________________



 
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What day, and time of day did you order?
What day did it ship?
What day did it arrive?

I understand the complaint of a seller that actually drop ships when they claim to stock items, but 9 calander days may not be that bad depending on the way those days fall on the calander and the geography involved.

It's also very confusing to follow a conversation when you start on the 6th , drop back to the 4th, then jump to the 7th (and those are not in chronological order).
 
What day, and time of day did you order?
What day did it ship?
What day did it arrive?

I understand the complaint of a seller that actually drop ships when they claim to stock items, but 9 calander days may not be that bad depending on the way those days fall on the calander and the geography involved.

It's also very confusing to follow a conversation when you start on the 6th , drop back to the 4th, then jump to the 7th (and those are not in chronological order).

The messages are in order. The first email from Mathew includes my original complaint. Maybe I can make that more clear.

The reason I purchased from the dealer was he had the item listed in stock. The reason I left a bad review is that this wasn't the case.

His website is misleading and he didn't want to hear it. I do a lot of shopping online and when items are "in stock" typically ship within 2-3 days, not 5-6 days.
 
I think their website is confusing since they have the logo on the item BOLDLY stating the are not drop shippers. But, then in their shipping policy they pretty much affirm that that is exactly what they are. I guess always read the fine print, however that is no excuse to threaten or jeopardize a persons job. Just because of negative feedback. That is a disturbing route which does open the seller up to possible litigation. Odd.
 
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