Service Caster Corporation

Needing a replacement for a broken chair caster, I called this company. I saw claims online that they would spend time helping you decide what was needed. Great! I was connected to someone in the service department and tried to explain what we were trying to replace. After having some difficulty with the explanation and wanting to make sure I got the right one, I told him I could take pictures and email them. I spent a lot of time trying to get the lighting and ruler placement just right to show him the look and measurements of what we had. After I sent them, I waited… and waited… and waited. Finally I called back about a week later and he said he sent me a reply and implied that maybe it was just in my SPAM box. It wasn’t. I had to go through all the details again and he didn’t seem to remember any of our prior conversation or the details of the email. Finally, we decided on the correct replacement and I gave him my address and credit card number. I asked him when it would arrive and he said it is shipped FedEx and would come the Tuesday before Thanksgiving. I was overjoyed because we really wanted to have that chair fixed by the time our company came. Didn’t come Tuesday (¹¹⁄₂₄), nor Wednesday, and so on. Finally today (¹²⁄₂) I called and left a message for the salesman to call me back. Five hours later, just as I was going to call him again, he called. He joyously told me that my caster was going to be sent out tomorrow. I told him to cancel the shipment and I’d get it locally. He assured me it is hard to find (it appears to be available at Home Depot). He told me that I could be assured it would go out tomorrow and that it would likely arrive in two days (which is what he told me on ¹¹⁄₁₉). When I told him that I didn’t want it, he suggested that next time I let him know when I needed it, so that they could get it to me on time (which of course I had done weeks ago!). Maybe the glowing reviews are from companies with big orders, but I can tell you that this small order must have been written in invisible ink!

Don’t bother with the website if you don’t know how to shop for what you need — I needed replacement casters for a rollaway bed — just call. Not knowing exactly how to measure parts and not sure of part names, I reluctantly called the customer service number… and I had what I needed in less than 5 minutes! EXCELLENT CUSTOMER SERVICE, GREAT PRICES.
I have lots of musician friends who use casters for heavy amps, and I would recommend this company to them too.
When shopping for casters — and it could happen at some point in your life — shop here! Big home improvement stores will make you crazy and trying to find it online will frustrate you like it did that guy Thomas I. who left the 1 star. Just pick up the phone.
:)

I did not have a good experience. The order initially unfolded alright, but the online description was inadequate for my application. It was the follow up service that was inferior/​non existent. Emails unanswered; phone calls placed on hold and disconnected. Promise of call back, but did not happen. Slow to credit the return. There are better options out there.

Four stars for excellent customer service: friendly, prompt, knowledgeable, professional and helpful. I will add another star when the order arrives.
I replaced the legs on my ottoman (Threshold™ Tufted Storage Ottoman Bench with Nailhead — Ivory) with Ikea Besta black casters #001.965.11, loved the look and function. Wanted to do the same for a second ottoman but Ikea discontinued that caster. Shame on them. Their new caster (#401.341.87) is leaner but has a brake that sticks out from under the furniture — I hate that design and it doesn’t provide the look I want.
Found Service Caster Corporation online, spoke to Dustin and within ten minutes of emailing him pictures and accurate measurements, he wrote back with an almost identical item to the one I want. I’ll be back with delivery results.

I clicked on their web site and got one of those automatic video things where a woman superimposed over the site’s content welcomes me (in a loud voice) to their web site. Like all sane individuals, I immediately closed the window.
Continuing my web search, I accidentally came back to the site. This time I was so annoyed that I thought I should write the company. After all, maybe the CEO isn’t particularly web-​savvy and would appreciate knowing that this sort of thing is frowned upon. So I dashed off a quick email to the company president, and got back a form email saying «Yes, we do have what you are looking for but will need to ask you a couple of additional questions about your application. Please give us a call so we may assist you further.»
Yeah, right.
Web site customer service is every bit as important as phone customer service. These people don’t get that.