Lee Valley & Veritas is a well known woodworking retailer and distributor of Veritas hand tools and accessories. I’ve been a fan of them for a few years now and recently had one of the most satisfying customer service experiences ever.
I ordered a set of Veritas dovetail saws back in January. I have used the rip saws a few times since then but not the crosscut saw. When I took it out to use, I saw that the finish of the handle was flawed at the top. So, I fired off an email to Lee Valley, asking about how I should go about correcting this. In response, they told me to return the saw at their expense, and that a replacement would be shipped out.
I received the replacement saw 2 days later and sent out the saw with the flawed handle the next day. I don’t usually return tools for minor cosmetic flaws, but I can’t complain about how this was resolved.
When I contacted Lee Valley, I also asked them about why one of the dovetail saws wasn’t marked with its TPI info like the others saws were. Without skipping a beat, they explained this was because the saw (14tpi if I recall correctly) was the first one they offered and as such it didn’t require differentiation.
I can honestly say that I am absolutely and completely satisfied with Lee Valley’s customer service. There are a few other hand tools I plan to order next month, and a couple of Veritas tools have just been added to the list!