- Report: #1191636
Complaint Review: Woodman's Parts Plus - East Wakefield New Hampshire
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Author Confirmed
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Woodman's Parts Plus
587 Pine River Pond Road East Wakefield, 03830 New Hampshire, USA
Phone:
603 522 8216
Web:
http://www.woodmanspartsplus.com/
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Woodman's Parts Plus Knowingly sells products that do not meet their advertised specs East Wakefield New Hampshire
I ordered a replacement part for my woodstove. Although this was the correct part for my particular woodstove, it was too small to install. The part was at least 1/4" smaller than advertised on the company's web page. So I checked the Customer Service web site to contact them about the problem with their product. Then I see the fine print disclaimer on the Customer Service web page "When we cast a part from another part the cast iron shrinks 1/8 inch per foot. This means that your replacement part is usually slightly smaller then the original part was". So the products they sell are actually smaller than advertised on their web page. This disclaimer should be on every product page. So I called Customer Service (Rebecca) and I am told they will refund the product if I pay S&H/insurance to return it and pay a 20% restocking fee (in addition to the original S&H fee that I already paid). They think that I should pay for a product that does not meet the specs they list on their own web page? Then I am put on "infinite" hold by Customer Service and finally hang up after 10 minutes. They had my order number and phone number and could have called back to make it right but choose not to. This is false advertising and a ripoff. I am out S&H and if I return this
2 Updates & Rebuttals
Jazzie
Burlington,Vermont,
Poor customer relations and business practices continue
#2Author of original report
Sat, November 29, 2014
The ordered part was correct and the woodstove was recently rebuilt to spec, so warping of the stove was not the problem. The comment "He had been verbally abusive and was not called back" is also incorrect, at least the first half of the sentence. This so-called "verbally abusive" male caller is in reality a disabled, senior woman who relies solely on a woodstove for winter heat. Although my first name is used by both men and women, my voice is distinctly female so perhaps the rebuttal author assumed that only men buy woodstove parts (?) or maybe the information from Rebecca at Customer Service was "misunderstood" by the higher ups. My advice to the author of this company's rebuttal is to get your story right and spell check your rebuttals.
I see that although you "couldn't" call me back you do check your Internet reviews on a daily basis and had no problem responding to my online report in a matter of hours - your business priority says it all. The fact that this company has been sellling parts since 1977 was correctly stated. Amazing that the company could stay in business that long given the company's review by the Better Business Bureau of Concord New Hampshire - "According to the BBB files, this company has a pattern of complaints. Complaints allege missing pieces from an order, receiving incorrect product from what is posted online, poor customer service, and the business allegedly charging a 20% restocking fee when the consumer is not at fault". I wish I had seen this review before ordering. Anyone can view the numerous BBB complaints (which now includes one more). Check out their BBB review at:
www.bbb.org/concord/business-reviews/stoves-wood-coal-etc/woodmans-parts-plus-in-east-wakefield-nh-92002803
I hope this report helps some other consumer before he/she/they purchase from this company.
Woodmans Parts Plus
E Wakefield,New Hampshire,
Vermont Casting Part
#3REBUTTAL Owner of company
Fri, November 28, 2014
The part that is being refered to in this complaint is an original part from Vermont Castings. It meets all of the OEM Specs as it was made by the OEM.
THe refrence to parts may be slightly smaller when recat applies to all parts that we recast from original parts. A process called shrinkage thakes place at approx 1/8" per foot. On internal parts this is an acceptable size difference and will work fine. Because of shrinkage we will not recast parts like doors or very large parts as the shrinkage on these will make the part unusable as these have very tight tolerances.
I believe this gentleman probably had additional damage or worping on other parts in his stove which would case what he describes or perhaps he had the wrong model number and ordered the wrong part.
THis customer was put on hold while we manually retrived his order. He hung up durring this time. He had been verbally abusive and was not called back.
We have been selling replacement parts since 1977 and make every effort to satisfy our customers.
