The Offshore Voyaging Reference Site

Credit Where It’s Due: McMaster-Carr

Phyllis and I have been buying tools, fastenings, and half a hundred other things from McMaster Carr for decades, and are such fans that I often say that if the company goes out of business I’m selling our boat and taking up golf…and I hate golf.

Over all those years, and hundreds of orders, I can only remember McMaster-Carr making a mistake twice.

The second time was two weeks ago when I ordered a 5mm tap and got a 1/2″ drill bit.

I emailed them with the photo above and in less than half an hour they replied:

I apologize we delivered the incorrect item. We will issue a replacement for the material you didn’t receive. We will deliver a replacement on Thursday between 2- 4pm.

There is no need to return the drill bit to us. Feel free to keep or discard as you see fit.

And two days after that, I had the tap in hand. No fuss, no excuses, no requirement to return, no RMA bureaucracy, no customs clearance hassles (they always deal with all that), and zero cost to us.

All companies make mistakes, what differentiates good companies from bad ones is how they handle their mistakes. It don’t get no better than McMaster-Carr.

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