Enco, at one time, had an outlet in the Seattle area. I ordered a (large) number of belts for my 6" x 48" belt sander. They doubled the order when they shipped, then I was requested to return the half that was not ordered. I drove out of my way to get them back to UPS, and paid the fee for return shipping. I was told they would reimburse the shipping fee. When I submitted the fee, I received a scathing response from them, that I was "gouging them". As I didn't have an account with UPS, and they did, I paid less than $1 more than they would have, and they didn't like being charged the extra amount.
I was so damned hot after receiving their response, especially after their error had put me out of my way, and now they wanted to quibble over a few cents, that I responded with sharp comments, thanking them for punishing me for trying to rectify their mistakes. I got no response from them, but a few days later they returned the numerous belts I had sent back to them, with no explanation, and no apology. I can't address why the change in attitude, as I never again did business with them until they were acquired by MSC.
Clearly, at least at the Seattle branch, they had issues with customer service at that time. I have often wondered why they didn't prepare a prepaid return label instead of demanding me to deal with their problem.
H