Chads Toolbox where is my order - Page 1
Forum section: electronics / general

author: HVAC Guy
author_rank: Contributor
timestamp: October 29, 2012, 05:18:16 pm
content: I saw a link here on this forum more than once so I decided to check them out. I ordered a pair of pliers from them on 10/23. They took my money on the 24th, so I cheked my order on the 25th. It says and still says order in process. I tried to use their chat option on the 27th and after 20 minutes waiting for a response it told me to email them my question. I did as they requested and now on the 29th I still have not heard from them. I was wondering if anyone has had a similar ecperience? As a self employed businessman I consider this very poor customer service. I can be reached by my customers almost anytime and if they can't get me and make contact by email, voice mail or text I usually respond within the hour. I also don't take my customers money until I am ready to deliver their product or service, but I guess that's just me.I realize that part of this time includes a weekend, but in my opinion if you do business on the net you should be prepared to do business 24/7. At least customer service anyway.

author: robrenz
author_rank: Super Contributor
timestamp: October 29, 2012, 05:26:35 pm
content: I am one of those guilty of mentioning Chads tool box multiple times. I have ordered from them at least 5 times and never had any issues but I was not in a hurry and I did not need to contact them.At the discount level they provide I could tolerate a slower responding customer service.Disclaimer: I have no affiliation with Chads tool box other than being a satisfied customer and I get no special perks for mentioning them on the EEVblog forum.

author: grenert
author_rank: Frequent Contributor
timestamp: October 29, 2012, 05:31:42 pm
content: If you really need that kind of service, I think you need to just buy locally in person and pay the price difference. It's very unusual to get a quick response from a large online company that specializes in discounted merchandise.

author: HVAC Guy
author_rank: Contributor
timestamp: October 29, 2012, 05:37:01 pm
content: Actually I buy a lot of stuff online based on price and I have never had this experience.

author: nanofrog
author_rank: Super Contributor
timestamp: October 30, 2012, 12:21:18 am
content: Quote from: HVAC Guy on October 29, 2012, 05:37:01 pmAs do I, but I don't have a choice as there rarely a local alternative.Never dealt with Chads, but have heard good things and not just in this forum.

author: HVAC Guy
author_rank: Contributor
timestamp: October 30, 2012, 12:51:00 am
content: I heard from them today after 2 emails. My pliers are backordered and will be in in 2 to 3 weeks. So why wouldn't they tell me that when I ordered them? Why would they take my money now? I found these guys today maybe they can do it better:http://german-hand-tools.com/index.htmlHas anyone had any experience with them?

author: nanofrog
author_rank: Super Contributor
timestamp: October 30, 2012, 12:57:48 am
content: Quote from: HVAC Guy on October 30, 2012, 12:51:00 amThe owner's name is Ash, and he's a good to do business with (he has an account over on Garage Journal's Forum).

author: JuiceKing
author_rank: Regular Contributor
timestamp: October 30, 2012, 01:55:20 am
content: Quote from: HVAC Guy on October 29, 2012, 05:18:16 pmI've generally had very good luck with Chad's Toolbox. If you order something that they don't have in inventory, it can take a long time for delivery depending on the manufacturer. I ran into this when I ordered some German pliers (see chat window dialog below). The trick, if I recall correctly, is to only order things which have a photo. Those are the items that will come right away.ChadsToolbox Sales: Welcome to our live chat service! This chat window uses 128BitSSL Technology.ChadsToolbox Sales: Hello. How may I assist you?Ken Schwarz: Hi. I placed an order for some Stahlwille pliers a few weeks ago, but they have still not come. I got an email last week in response to my inquiry that they would come last week, but still not here.ChadsToolbox Sales: What is the order# I can look up the ticket to see if there is a response from Stahlwille yet.Ken Schwarz: I'm sorry, I don't have the order # with me. Can you look it up by my name? Ken Schwarz.ChadsToolbox Sales: should be able toKen Schwarz: Great. Thank you!ChadsToolbox Sales: Ticket is still open, you will get an email reply as soon as more info comes. If often takes a couple days for this kind of info to come down. The stahlwille office has to inquire with Germany whose business day is the inverse of the US from the time zones.Ken Schwarz: How long do deliveries usually take? It's been a few weeks. Have they acknowledged shipment?ChadsToolbox Sales: If in stock they normally ship in 24 hours. If there is a backorder from Germany it can vary greatly.Ken Schwarz: Well, I was charged immediately and informed that it would ship right away. Then I was told last week that it would come last week. But it seems like we don't know if it shipped. I'm confused...ChadsToolbox Sales: We really have no data from these dropship product lines, they usually ship right away, when there is a backorder it can take some time. There is no stock indicators online. The only info we ever get from them is a monthly invoice. If its not shipped yet its not a problem to cancel. Or we can find some in stock alternatives from another manufacturer.Ken Schwarz: Thanks for the explanation. What you're telling me makes sense. It's just the first time I've understood this. I don't want to cancel and can be patient if I have some idea of when to expect it. When do you recommend I check again if nothing comes? In two weeks?ChadsToolbox Sales: yes, stahlwille usually does not take longer than that. We should have a response from them to answer your original email later today or tomorrow.ChadsToolbox Sales: these drop ship lines are bothersome for many reasons, but they don't sell in high enough volume to justify any inventory ;( and its nice to offer them for sale for customersKen Schwarz: Sure, and I appreciate the service and am glad that they are available this way. Thanks very much for your help!ChadsToolbox Sales: your welcome. Merry Christmas, have a great dayKen Schwarz: Cheers.

author: jamesp15
author_rank: Regular Contributor
timestamp: October 30, 2012, 02:14:43 am
content: Amazon carries a lot of brands of all kinds of tools, they may have what your looking for. Usually for a good bit cheaper than other places on a lot of things as well. I have bought almost all of my Wiha and Wera and Knipex tools from them, and with "Prime" shipping its there in 2 days for free most of the time. (the costs of the prime membership of mine has paid for itself easily 10times over for this last year alone...) even without prime its usually 3-7 day shipping for free on a lot.If only there was a way to order things through them using Dave's amazon "store" "feature" for items that are NOT listed in his "store".

author: HVAC Guy
author_rank: Contributor
timestamp: October 30, 2012, 12:07:52 pm
content: Actually I did order an item with a photo and listed as the number 3 selling item. My only complaint is their lack of communication about their products. They should indicate on the website that they drop ship their products. You should not have to chase them for the information. They are sloppy at what they do, shame on them.

author: robrenz
author_rank: Super Contributor
timestamp: October 30, 2012, 12:29:48 pm
content: I must have just been lucky with my orders to chads. I do hate it when there is no indication on the order process that your item is not in stock. I just bought a pair of tronex cutters from HMC electronics and had that situation. After 3 days of no shipment notifications I promptly called them and gave them constructive criticism that in todays "get it next day" competitive climate that is not going to bring repeat busiiness. They did show up in about a week.So in hindsight I guess I would have barked at Chads also.

author: nanofrog
author_rank: Super Contributor
timestamp: October 30, 2012, 06:44:22 pm
content: Quote from: robrenz on October 30, 2012, 12:29:48 pmI very likely would do so in this situation as well.But I do try to order from places with a clear stock indicator (not very patient in regard to lead times that run into weeks). I've found All-Spec is pretty good for buying tools for this reason, and typically offer a discount from MSRP.