"I've had much the same experience as the previous reviewer in the UK. I'm in Canada and placed an order Oct 15th with shipping to my sister in NY state. Got no confirmation email from Woodcraft in the week after ordering, so I called customer service. They said they were having problems with PayPal orders on their new computer system, but my order had been received. I asked that they cancel my order, which the website clearly says they will do. The rep said she couldn't cancel it, but we should just refuse delivery and Woodcraft would refund my costs, including shipping. Strange advice from a business!
I then sent an email to Customer Service, hoping someone would know what to do. Never got a reply or any confirmation that they received my email.
Oct 29th - two full weeks after placing the order - I again phoned Customer Service to ask that the order be cancelled. Bonnie told me she would work with a supervisor to do that, and promised to email me to confirm it had been done. I never heard from her or from Woodcraft, but did get an email from PayPal to say the payment authorization had been cancelled.
On Nov 14th I got a confirmation email from Woodcraft for my order, which they claimed had just been placed that day! I replied to that email (it said I should do that, or phone, for any corrections) but so far have no reply to that message. Honestly, at this point I don't expect a reply because I sincerely doubt that anyone reads the emails or cares.
If Woodcraft ships my order now it will be free, since the payment was cancelled. Their system may catch that fact, but I certainly wouldn't bet on it!!
Needless to say, their Customer Service ISN'T Service and I will never order from them again."
"Order: WC267025370
Hello,
I am an international customer based in the UK and I made an order for a Phenolic Bosch zero clearance insert for my table saw.
The delivery I chose was UPS International Express Delivery so I could receive the item as soon as possible. This cost over $50 for the shipping alone.
Unfortunately by Friday 17th October the item had still not been updated to shipped. I sent numerous emails but none where replied to so I used the live talk which is difficult because most of the time its offline (Taking into account US Time Zone) but when I finally got an operator they said they were having issues with their servers and the order would be shipped as soon as possible but most likely that night.
After the weekend the item was still just saying processing so I contacted the live talk again. The women I got was unapologetic abrupt and impatient, but said they were still having issues but my item was being picked and it would be rescheduled to ship out Monday 20th October
It is now Thursday and Woodcraft has still not shipped. I have attempted to use the Live talk but no one has been online for 2 days but I did receive a response by email this morning.
Response from Woodcraft 23/10/2014
-------------------------------------------------------------------------------------------
Mr. White,
We are experiencing a delay in shipping our orders at this time, due to implementing a new order/warehouse system.
We processing these orders as soon as possible, as we pull them through into our new system. We truly appreciate your patience during this process. Please, let us know if you have any other questions.
We apologize for this inconvenience this has cause.
------------------------------------------------------------------------------------------
The above response does not explain why I was told it would be shipped multiple times yet has failed each time to be sent.
The system update also can't explain why they haven't shipped an item they are already aware of. If the system update was delaying Woodcrafts employees from finding out about an order I could understand but when they have already acknowledged receiving an order over a week ago yet fail to send the item time and time again despite saying they would, shows a complete lack of competence.
Why do they not warn customers online to expect delays. I would have gone elsewhere had I been informed prior to ordering.
I asked Woodcraft for a refund on Thursday 23rd October and received this message-
-----------------------------------------------------------------------------------------
The order is in processing to ship out. The status it is in prevents me from making any changes to it, or canceling it. We had experienced a delay in shipping our orders, due to implementing a new order/warehouse system. We are still experiencing some delay in shipping part of the orders. We are hoping to finish processing them all today, and tomorrow.
Thanks,
Please let us know if you have any questions.
Gabby
Woodcraft Customer Service
***-***-****
***-***-****
-----------------------------------------------------------------------------------------
Despite having still not dispatched my item after over a week they claim they cannot refund my money due to their current system which makes no sense.
Overall a very unpleasant experience and I have no intention of using this company ever again.
1.Bad Customer Service (Rude Staff)
2.Poor Communication
3.Delay in sending item
Avoid this company!
"
"I live in Canada, I ordered for 324$ on Woodcraft. Shipped with UPS. Had 116.97$ shipping import charges.
Nowhere did it say in the ordering process that this would be charged. That's more than the third of my order total in import fees...
Customers from other countries should be informed of how much the import fees could be. This is just not acceptable in 2014."
"Beware of their shipping policies. I checked over night on a Thursday shipment before noon, paid $32 for it, the shipment didn't come till the following Tuesday. When I asked why they hadn't shipped it for the weekend their response was they don't ship on weekends and the product wasn't ordered early enough on the Thursday when it was placed. It was such a waste and the customer service was no help in explaining why it didn't arrive the Monday either. I'll never recommend this site to my students or co-workers it's pretty expensive anyway."
"Will not accept returns on defective power tools. Will push you off on the manufacturer. Bought a $400 dollar tool from them and got ZERO support. Stay away."
"I Love Woodcraft, Items arrive quickly, and order qualified for free shipping, thanks!"
"Searching for best price on a Lift-n-Lok storage box. They had a great price and an easy to find promotion code for 10% off the purchase. Saved $20 over hobby shop price for the same item and received free shipping. Item arrived 3 days after order keyed in. Love the prompt service and great pricing!"