Last week, I waited for an Ebay auction to end around noon on Wednesday before placing an order with 8020 surplus on Ebay. I was taking Thursday and Friday off in hopes of knocking out most of my CNC router build over the long weekend. My 8020 order arrived on Friday. Unfortunately, they sent my someone else's shipment. My order took a trip out to California (I'm in Illinois). I was very disappointed. The shipping guys were already out of the office for the weekend when I called. I figured I would have to arrange with UPS to pick up the wrong package and wait a very long time for my package to get to CA and then get shipped back to me. I wrote 8020 that I wanted to cancel my order. For as much as I pay in shipping, my order better come consistently perfect.
When I got home from work today and checked my email, I had a note from Mark at 8020. He said don't worry about shipping the wrong package back. They already shipped a new order to the customer in CA. He was very apologetic for the mishap and empathized with my disappointment. They would be happy to send me a new order with expedited shipping right away. They would also be happy to refund my money if that's what I wanted. I couldn't be more impressed with how 8020 was willing to go above and beyond my expectations. I replied to Mark how impressed I was and to go ahead and ship my order. I had a reply back in less than 10 minutes that he would drop my order off at the post office on his way home from work and that I should expect it in 2 days at the latest. He thanked me for giving them a second chance and that there would be no excuses if everything didn't go right this time.
I occasionally run across good customer service, but I've never seen customer service like this. I doubt that 8020 makes many mistakes based upon the feedback on Ebay, but in the rare occasion they do, you can bet that they'll make it right. I know many of you have ordered or are thinking of ordering from 8020. I just wanted to pass along my experience to let you all know what to expect from 8020 when there are problems.