BlakeTheCarGuy
ALLIANCE MEMBER
Yeah sorry for the confusion it’s only like registered businesses that can from like dealerships or professional shops.
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Best way to get in touch with my Cornwell Tool rep
- Thread starter matt_i
- Start date
Yeah sorry for the confusion it’s only like registered businesses that can from like dealerships or professional shops.
Sent from my iPhone using Garage Journal
Wamsutta
Well-known member
While I intend to agree with you, I think Cornwell does it the old fashion way to protect their dealers from lost sales. I know Snap-on has a way of sending the proceeds of an online sale to the dealer in the area of the online customer, but maybe Cornwell hasn't figured out how to do that.
gatewaysysop
Well-known member
Went through this myself some time back, trying to locate some ratchet gut kits as well as a ratchet or two that were on my list, and a few little things. Priced out somewhere near $400 before even adding the gut kits.
Used the form on the corporate site to submit an inquiry to what they claimed would be my nearest dealer, including a run down of what I wanted to buy. Zero response.
Called corporate # / customer service and explained to the crotchety, rude old hag who answered. "You have to go through a dealer." I tell her I submitted on the website for that reason, but my dealer never responded. "Yes sir, but you still have to go through your dealer."
Got a number from her, called several times and got no answer. Texted him at the same number and eventually heard back after nagging several times. "Not sure I have any of that, might have to special order and you'd have to pay for it up front." So... I need to pay up front to someone that is unreliable, unresponsive and difficult to get in contact with? As one of my former bosses used to say in these situations, "Yeah, that's a no."
I love their tools, the things I have are excellent and some of my favorite to use, but their customer service is a total **** show. I understand if the miserable and bitter cat lady answering their 800-number doesn't give two shits, but when the dealer can't be bothered to return emails from corporate, calls or texts either?
Apparently some dealers can blow the sale all on their own, but it's nice to know the company is doing their best to not make money either.
Last edited:
Wamsutta
Well-known member
Went through this myself some time back, trying to locate some ratchet gut kits as well as a ratchet or two that were on my list, and a few little things. Priced out somewhere near $400 before even adding the gut kits.
Used the form on the corporate site to submit an inquiry to what they claimed would be my nearest dealer, including a run down of what I wanted to buy. Zero response.
Called corporate # / customer service and explained to the crotchety, rude old hag who answered. "You have to go through a dealer." I tell her I submitted on the website for that reason, but my dealer never responded. "Yes sir, but you still have to go through your dealer."
Got a number from her, called several times and got no answer. Texted him at the same number and eventually heard back after nagging several times. "Not sure I have any of that, might have to special order and you'd have to pay for it up front." So... I need to pay up front to someone that is unreliable, unresponsive and difficult to get in contact with? As one of my former bosses used to say in these situations, "Yeah, that's a no."
I love their tools, the things I have are excellent and some of my favorite to use, but their customer service is a total **** show. I understand if the miserable and bitter cat lady answering their 800-number doesn't give two shits, but when the dealer can't be bothered to return emails from corporate, calls or texts either?
I would have called back and got a different customer service lady.
This reminds me of when I click on a news site and the site tells me to turn off my ad blocker. I then click on the re-load/re-fresh button and the page reloads without the nagging ad blocker pop-up. Sometimes you need to do the same thing to customer service reps.
Followup- I called the 800# and got a person, they searched my zip code and said they had nobody in the area. So they gave me a "regional rep" to help me decide. I called that person, the phone number based out of Indiana and got a reply back a few hours later. Echoed the comment that no reps in my area (understand that its a small ville) but they had one who went to DTW airport 5 days per week, and I happen to commute past that site as well. I will give that rep a call today, ironically its one of the people I found on facebook at the start....
Cgw1984
Banned
How are you buying online from cornwell? Seems a common complaint that you can't order online. Have you cracked the code? Id love to buy a few things.
BlakeTheCarGuy
ALLIANCE MEMBER
I found the reason how is because we previously had a Cornwell guy and before he quit my business registered with Cornwell corporate and so we have access to online buying. I think you have to go thru a representative or call corporate for it to register that’s what my old boss done I believe.
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Wanted to wrap this up.
After getting in touch with Rep A around the time of the intial posts in early Nov 2020, who finally called me back after me leaving 2 voice messages per day, he allegedly took my order and would call when he received it and I'd meet him at or near DTW which I pass 2x per day. Seemed easy enough, right. In the meantime Rep B called me back and I thanked him but stated I placed my order with A.
Got busy and realized A had plenty of time even if it was backordered. After some more voicemails it was clear A was ghosting me and wasn't calling back.
Got busy again and forgot about it for awhile.
Just this week I decided to see if I still had Rep B's number in my phone history and there he was. Called, talked for 5 minutes and learned they'd just charge pass-thru UPS ground and we didn't even have to coordinate meeting up (iow drop-ship from Cornwell to my house at my cost). He took my credit card # (a good sign!) and 2 days later I have my tool.
Whew. Their business model has huge opportunity for additional success if you ask me. I feel like it could totally be brought to the 21st century and still give proper credit to the Rep in your area and just let me work from my PC.
After getting in touch with Rep A around the time of the intial posts in early Nov 2020, who finally called me back after me leaving 2 voice messages per day, he allegedly took my order and would call when he received it and I'd meet him at or near DTW which I pass 2x per day. Seemed easy enough, right. In the meantime Rep B called me back and I thanked him but stated I placed my order with A.
Got busy and realized A had plenty of time even if it was backordered. After some more voicemails it was clear A was ghosting me and wasn't calling back.
Got busy again and forgot about it for awhile.
Just this week I decided to see if I still had Rep B's number in my phone history and there he was. Called, talked for 5 minutes and learned they'd just charge pass-thru UPS ground and we didn't even have to coordinate meeting up (iow drop-ship from Cornwell to my house at my cost). He took my credit card # (a good sign!) and 2 days later I have my tool.
Whew. Their business model has huge opportunity for additional success if you ask me. I feel like it could totally be brought to the 21st century and still give proper credit to the Rep in your area and just let me work from my PC.
Wanted to wrap this up.
After getting in touch with Rep A around the time of the intial posts in early Nov 2020, who finally called me back after me leaving 2 voice messages per day, he allegedly took my order and would call when he received it and I'd meet him at or near DTW which I pass 2x per day. Seemed easy enough, right. In the meantime Rep B called me back and I thanked him but stated I placed my order with A.
Got busy and realized A had plenty of time even if it was backordered. After some more voicemails it was clear A was ghosting me and wasn't calling back.
Got busy again and forgot about it for awhile.
Just this week I decided to see if I still had Rep B's number in my phone history and there he was. Called, talked for 5 minutes and learned they'd just charge pass-thru UPS ground and we didn't even have to coordinate meeting up (iow drop-ship from Cornwell to my house at my cost). He took my credit card # (a good sign!) and 2 days later I have my tool.
Whew. Their business model has huge opportunity for additional success if you ask me. I feel like it could totally be brought to the 21st century and still give proper credit to the Rep in your area and just let me work from my PC.
I don't get it but I'm glad that you got it.
Sounds like a s--t business model. Heck even if you are just buying one ratchet, if they acted like they actually wanted your business, you probably would've bought other products in the future.
Helps to be brand agnostic, as I see lots of varying brands of tool trucks at various shops, production co's, dealerships, etc. around here. One day I may see a Snap-On truck at Diane Sauer Chevy, couple days later a Cornwell truck at Boardman Toyota, Mac Tools at Fairway Ford. Just as I am driving around to go to work, shopping.
If I need something, I will just stop by and see if they have it or something that will work even better. If they don't have what I need or it's too pricey, I will still usually spend $15 or so on consumable type stuff that I need anyway.
Helps to be brand agnostic, as I see lots of varying brands of tool trucks at various shops, production co's, dealerships, etc. around here. One day I may see a Snap-On truck at Diane Sauer Chevy, couple days later a Cornwell truck at Boardman Toyota, Mac Tools at Fairway Ford. Just as I am driving around to go to work, shopping.
If I need something, I will just stop by and see if they have it or something that will work even better. If they don't have what I need or it's too pricey, I will still usually spend $15 or so on consumable type stuff that I need anyway.