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 Post subject: Shipping Insights
PostPosted: Tue Jun 11, 2019 11:48 pm 
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Joined: Sun Sep 08, 2013 11:39 pm
Posts: 135
Stew Mac was very good recently about replacing at no charge four router bit bearings that I had bought, because one of them was faulty. I wanted to order more bearings, but they could not ship in the same shipment (to Canada) for customs reasons, so I ended up signing up for their StewMax free shipping subscription (now available to Canada) and placed an order. That second shipment arrived promptly, but the first one did not show after five weeks. I contacted Stew Mac, and they immediately sent out a replacement order, no questions asked. As you might expect, the missing shipment arrived the next day (!). What was interesting to me was that the FedEx tracking number provided indicated that the shipment was "in transit" even after it was delivered, and it was delivered not by FedEx, but by mail. (It remains "in transit" and "pending" even today, six weeks after it was shipped). What's more, the package had markings on it from the postal service in Malmo, Sweden. This has happened to me once before with a Stew Mac shipment, which finally arrived via Malmo, by which time Stew Mac had replaced it at my request, and so I returned the duplicate shipment to them. A Stew Mac rep recently took the trouble to explain to me that FedEx uses something called FedEx International Mail Service (FIMS) and that shipments may be routed through hubs in all sorts of places (apparently including Malmo, Sweden). I don't understand it, and have to assume FedEx knows what it is doing, but five weeks to get from Ohio to BC seems a bit much (for me, and for Stew Mac). In the end, high marks to Stew Mac for no-questions-asked prompt response. If I face a similar issue in future, I will allow more time for a late shipment to arrive before contacting them. This may all be a non-issue for those of you living in the US, but for anyone in another country, it can give you pause. Bruce W., Ladysmith, BC.


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 Post subject: Re: Shipping Insights
PostPosted: Wed Jun 12, 2019 1:18 am 
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Joined: Mon Jul 09, 2012 9:49 pm
Posts: 220
I understand trying to be cooperative. Having said that, I have no discomfort in prodding a merchant to deliver what was paid for and promised. And no guilt if the original dispatch shows up soon after a reshipment was sent out. Cost of doing business in the manner the merchant chose.

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peter havriluk


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 Post subject: Re: Shipping Insights
PostPosted: Wed Jun 12, 2019 12:23 pm 
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Joined: Sun Mar 09, 2014 8:13 pm
Posts: 1860
I don't live outside of the US. In fact, I live 36 miles from Stewmac in West Virginia. But, I have to agree that they have unsurpassed customer service.

I've ordered things to be shipped, and have on occasion driven to Stewmac. I had ordered some black MOP Waverly tuners and was a bit underwhelmed by their color. I drove to stewmac to take them back and to choose a other set. They brought out 5 sets of tuners and gave me my choice. I chose a stunning set for my client. They're good people.


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 Post subject: Re: Shipping Insights
PostPosted: Thu Jun 13, 2019 9:23 am 
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Joined: Thu Feb 21, 2019 10:51 am
Posts: 35
Location: Fishers, IN
Having been the shipper as well as the customer in these situations, all I can say from my experience is that if it is handed off to a subcontractor when it leaves the US, things can change - this seems to be because the chain of custody is disrupted due to the subcontractor using a different tracking system. Package usually arrive, you just have less visibility on when!

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"Facts seldom sway an opinion." - John Hall
"The difference between theory and practice is that in theory there is no difference." - van de Snepscheut


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