Epstein return policy?

[purevl]

I am not really satisfied with a purchase I just made with Epstein, but if they have a published return policy, my google-fu isn't strong enough to find it. Anyone have any experience returning something to them? Will I be out the (rather large) shipping/handling charges?

 

[woody 73]

You are in luck because Jori is a member of the the GJ and if you send him a pm he can give you all the answers to your questions.

 

[purevl]

You are in luck because Jori is a member of the the GJ and if you send him a pm he can give you all the answers to your questions.

Yeah I know, but it's a holiday, and I figured before I spent a bunch of time e-mailing, PMing, or phoning I would just ask if anyone else had made a return or knew where to find the store return policy. Besides which, this will help the next guy who needs to know, whereas a PM won't be searchable.

 

[TheGrooveking]

I've never had to return anything to Epstein's but did have a problem with a Bonney wrench and they took care of it super fast and were great to deal with. A huge +1 on Epstein's customer service.

TheGrooveking

 

[Brownsfan]

What are you un happy about?

 

[jeffmoss26]

Just call them on Monday...they will take care of you.

 

[signcrafter]

I am not really satisfied with a purchase I just made with Epstein, but if they have a published return policy, my google-fu isn't strong enough to find it. Anyone have any experience returning something to them? Will I be out the (rather large) shipping/handling charges?

I would think this depends on what "not really satisfied with a purchase" means? If there is something wrong with what you ordered then I would think they will make it right. If you just don't like it or ordered the wrong one then I would say you eat the shipping. What is wrong with the item?

 

[purevl]

What are you un happy about?

What is wrong with the item?

I'm disinclined to go into specifics, not least because there are so many ardent HJE fans on here (I'm one of them myself) and I'm not interested in a crusade, just a return policy or accounts of return experiences. The liner notes version, however, is that the description of the item and of other items in their catalog led me to believe I was ordering something other than what I received and, had I known what I was getting, I wouldn't have placed the order at all. Which is to say, while the problem is that I "just don't like it or ordered the wrong one" that only happened because the description was incomplete or misleading.

 

[sk farmer]

i bet a simple phone call will resolve it. not an email, not a pm. just pick up the phone and ask for jori.

you may be out shipping. i don't see much of a way around that.

 

[Hootbro]

I'm disinclined to go into specifics, not least because there are so many ardent HJE fans on here (I'm one of them myself) and I'm not interested in a crusade, just a return policy or accounts of return experiences. The liner notes version, however, is that the description of the item and of other items in their catalog led me to believe I was ordering something other than what I received and, had I known what I was getting, I wouldn't have placed the order at all. Which is to say, while the problem is that I "just don't like it or ordered the wrong one" that only happened because the description was incomplete or misleading.

I would bet a cold beer you did not know what you where ordering in the first place, not from any lack of product description.

They sell tools with pictures and basic descriptions. Kinda hard to see what you were failing to get by what they list and advertised.

 

[purevl]

I would bet a cold beer you did not know what you where ordering in the first place, not from any lack of product description.

They sell tools with pictures and basic descriptions. Kinda hard to see what you were failing to get by what they list and advertised.

Would you rather send me the bottle or paypal me the value of my beer of choice then?

 

[SweetD]

They'll take care of you...don't worry about it!

Dave

 

[buco]

I'm putting in a order this week, wife pending. They have been great to me as we'll. +1

 

[Hootbro]

Would you rather send me the bottle or paypal me the value of my beer of choice then?

Until you actually give the example of your stated concern, you will go thirsty on that beer.

Not trying to break your balls over it, but Epstein is not selling high tech goods that leaves much to be misinterpreted. Your pretty much the first I can recall that implied anything they sell is not accurately enough described. So we really do not know if you are picking the fly **** out the pepper or actually have a valid case.

Regardless though, Epstein will do what it takes to make you happy I am sure.

 

[purevl]

Until you actually give the example of your stated concern, you will go thirsty on that beer.

Not trying to break your balls over it, but Epstein is not selling high tech goods that leaves much to be misinterpreted. Your pretty much the first I can recall that implied anything they sell is not accurately enough described. So we really do not know if you are picking the fly **** out the pepper or actually have a valid case.

Regardless though, Epstein will do what it takes to make you happy I am sure.

Why muddy the waters with facts or details now? After all, you didn't require any to make the bet, nor to make a statement denigrating my intelligence and knowledgeability concerning the tools I buy. Certainly there shouldn't be a need for any when it's time to pay up.

I'm not trying to slander HJE or imply anything about them or their business practices, I think they are a fantastic company. The fact is, an important detail was missing from the item description, probably by oversight, but it makes a big difference to me. Whether or not I have a "valid case" is between me and Epstein's and doesn't have a thing to do with anyone on GJ or anywhere else, which is the whole reason I didn't post any details to begin with. I don't need the members of this forum to sit in judgement on the merits of my dissatisfaction.

However, none of that has anything whatsoever to do with my question. This thread isn't about why I want to return the items. It isn't about whether or not they will resolve my issue, I know their customer service is good and I plan to stay a customer. It isn't about the best means to contact them. My query was whether or not someone could point me toward a return policy, that I could read today, Easter Sunday, so that I would know what to expect when I do contact them during regular business hours. Most businesses that conduct a large volume of internet sales have a published return policy, but it's not always where one would think to look. I note that you didn't post a link or a first hand account of a return experience but I'm the one getting accused of having a reading comprehension problem.

 

[Hiball]

Geez... What did you buy already? Maybe its something as simple as a "wrong description", let us in on the secret.. Not because we think your bad mouthing HJE's, so someone else doesn't feel misled by purchasing the item.

Btw.. I have nothing but good stories from HJE's, I'm sure in the end you will have the same feelings.

 

[Bull]

I don't think this needs to get confrontational.

HJE doesn't seem to have a published return policy.

I am certain that a quick call (or PM to Jori, who checks here often) will yield the answers you seek in a very short span of time.

 

[fflintstone]

I have ordered well over $1,500 worth of tools from them in about 9 or 10 orders.

On two separate occasions the sent me a WRONG item. The first time my order was huge and they just sent the right item. On the second occasion they would pay the return shipping and send the right one. I chose to keep the item and they sent me the right one with no shipping charge.

On my last order I was not happy with the quality of the WILDE half round chisels. Before I posted photos Jori contacted me to make it right. My complaint was with WILDE quality control and not HJE. I chose to grind the chisels myself rather than have the hassle of returning them.

That has been my experience with returns/problems. Not a direct answer but it speaks to Jori’s commitment to make things right.

 

[metaldad]

you are picking the fly **** out the pepper

imma gonna use that one!

 

[sk farmer]

i smell a rat here.




the op is complaining about a problem yet won't tell anyone what it is. if you call them and they refuse to listen, won't help you or refuse to remedy the situation in any way shape or form then you have a complaint.

so my opinion is either.

a. shut your trap until you talk to them.

b. quit beating around the bush and being vague so we can help you or give you advice

people make mistakes, business's make mistakes, everyone makes mistakes and until you have given them a chance to remedy it or explain it you are just stirring the pot and not in a good way.

i have a buddy who says customer service is not whether you get everything right, it is how you handle what goes wrong. causing a stink without allowing them a chance to make right is terribly wrong.


edit because post 15 makes me angry

1.why muddy the waters with facts? really?

2.you don't need the members to pass judgement? why they hell did you bring it up then?

3.you talk about wanting to return items but then say it isn't about returning items? wtf?

what a messed up post. if you think hje is as great a company as you claim why would you mention any of it before contacting them in some shape or form?

too many people these days are afraid to pick up a phone and talk to someone. i call epsteins's on a regular basis. if i have a question, i call, they walk upstairs, down the hall or down the basement and pick it up. they then return to the phone and tell me what they have. for some reason, knowing those guys, this whole thing disturbs me deeply as they would not knowingly mislead someone.

 

[ChevyEFI]

I ordered some bit inserts.

I didn't bother to read the description that was right in front of my face. 5/16" hex was what I ordered. I'd have rather ordered 1/4" hex drive. That's on me.

I find it weird they carry certain lines of product and not others, but I favor small businesses when I can and they don't home-run the shipping on me so I'll order there in the future.

As for OP: No details, no care.

 

[Texican]

The OP only asked if someone knew what the return policy was. His purchase is his business, he has not come to slander. HJE is a fine retailer and has a lot of fans on this site but everyone getting upset over someone asking about their return policy is ridiculous.

 

[sk farmer]

^^^^^because when he states that the description was incomplete or misleading he is implying that they have done something wrong. he then writes a vague three paragraph post going beyond asking about policy into implying they have done something improper. he is pretty clear in stating he feels he was mislead into a purchase he would not have made with more or better information.

 

[supersteve]

I don't need the members of this forum to sit in judgement on the merits of my dissatisfaction.

It's not about what you need, it's about what I need.

 

[darkk]

Git the rope boys....there's gonna be a lynching!

 

[jsackin]

First, let's put the rope down guys.

Second, HJE doesn't have a posted return policy but here it is:

If we screw up, we'll take care of it.
If you screw up, we'll still take it back, but you're out the shipping.
If it's in a grey area in between, then we'll work it out.

I'm in the office now, so give me a call and I'm sure we can come to a reasonable understanding.

thanks

Jori Sackin
HJE

 

[Scooterfish]

Now that`s one of the simpliest best return policy I have seen.

Always great to deal with a mom & pop business. Dealing with a major corporation & you get a lawyer prepared 2 pages of mice type.

 

[woody 73]

Wow I think the # 2 post reply hit a home run don't you think so?

 

[sk farmer]

hey, number 9 did ok also.

 

[woody 73]

SK I will split it with 50/50 I thought because of Easter they might be closed, but that Jori might be on the computer looking at the GJ...

 

[darkk]

First, let's put the rope down guys.
thanks

Jori Sackin
HJE

Ok.....I really was just being facetious anyways....it was a tough crowd and I got caught up in the moment.

 

[SKAutomotive]

I still think, we, as consumers deserve to know the product that was confusing and why, so we can know for our own purchasing edification in the future.

 

[JerseyBoatBuilder]

Wow OP chose to make a thread instead of waiting less than 24hrs to call when Epstein is open to be given a fair chance to fix the problem.

Dam man have some patience and trying using some communication " like the Telephone!" with some one and give them a fair chance to address the problem before making a post about it while insinuating they have done wrong and not actually stating what the problem was.