Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Online website purchase of a tool back pack with the photo of the back pac and the selling title of that item stating it was a tool backpack. Purchased on December 31 2022. Credit card charged for this purchase. Received a phone call from a store representative stating the item was listed wrong and that the bag was not the backpack as advertised and I would be required to pay more for the item I already purchased. I was told the order would be canceled. I asked if there would be any discount or other options to resolve the issue, and was told no. I emailed the business with my concerns of not getting the advertised item for the price I payed and was told it was a mistake and nothing can be done moving forward. I have screen shots of the item listed on the website and the email purchase confirmation ,plus email conversation trying to resolve the issue with the store manager. All I want is a reasonable resolution, not to be told to bad we made a mistake.

  Business Response

  Date: 13/01/2023

  The online advertisement was incorrect. The picture and description was incorrect, however, the title of the product and the price were correct. It was not advertised as the backpack he desired. When our employee called ***** to let him know that unfortunately we are unable to send out this product and cancel and refund his order. ***** stated that he was aware that it could be wrong however he “just liked the price and didn’t care what bag he received”. As per our contract with the company we are unable to sell below **** pricing.

   

  ***** didn’t like that response and went ahead and email us too complain regarding the posting. We explained to him that the bag he wanted was an extra 200$ and as per our contract we are unable to send out the bag as it is a breach of our signed contract.

   

  Again, he wasn’t content with our response he went ahead and complained to “**** pro pac” who then emailed us regarding the issue. As far as we are concerned **** has resolved this issue with him and sent him a bag.

   

  Below is our FAQ on our website regarding issues such as these:

  That has got to be a pricing error or misprint?

  We take extra effort to ensure that our pricing and product information is accurate and up to date, but from time to time we do make errors. In the event of an error, we do reserve the right to make the necessary correction to the pricing, typographical, or printing mistakes. Prices are subject to change without notice and are limited to stock on hand.

   

  Here is our terms of service posted on the website:

   

  SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
  We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk. 
  This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site. 

   

  SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
  Prices for our products are subject to change without notice. 
  We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. 
  We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service. 

   

  SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
  Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). 
  We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated. 

   

   

  This is a copy of our email with *****:

  Customer Answer

  Date: 24/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  **** Pro Pack has not sent me anything despite what you may think.  I did not order this product from them directly. **** pro pac does not sell to Canadian consumers directly or ship directly to Canadian consumers, they are sold through third party distributors like your store (The tool store.ca).  I also do not expect **** pro pac to do anything. This was a Tool store.ca purchase.

  The tool store.ca is the liable party whom should honor their advertised price/purchase. Your website advertised a price with a description of a backpack including a photo of a backpack. I then purchased that item. My credit card was charged for that purchase. Your store (The tool store.ca) realized your mistake and canceled my order without my consent. You did not try to offer me any sort of solution for the misleading advertised price and canceled sale.

   Your store policy does not supersede the Ontario Consumer Protection Act. Ther are also provisions in the Competition Act regarding missleading pricing.

  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 25/01/2023

  Our response:

   

  *****. You were completely aware that there was a mistake, you stated this to my co-worker aswell as the reps for ****. You said “ I knew the advertisement was wrong but I liked that price so I bought it”

  We will not be sending out a bag at the price “you liked” nor for free. We will not be providing a discount code. The only resolution possible is the purchase of the bag at the price we are LEGALLY, binded by contract to sell it at.

  I have spoken to the ladies you talked to at ****, who then went to the president of the company. Who have all come to agreement that a mistake was made.

  That’s just it, it was a mistake. Everyone is entitled to them, considering we all did them. However, a customer tried to take advantage of our mistake and has gone to extreme lengths to get something for free.

   

  You were completely aware that we would be cancelling your order, you were notified OVER THE PHONE that that is what will be happening. As per our policy we have the right to cancel any and all orders. We refunded your purchase.

   

  It is too bad it had to go to this length, and much time has been wasted for everyone involved. I just hope alittle sympathy for people will come along.

   

  Regards,

  Shelbey

  Customer Answer

  Date: 25/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You are clearly not telling the truth about MY conversations with **** Pro Pac. I only spoke with **** by email. Proof is in the attached photos. ALSO I never said I knew the price was wrong but wanted it anyways. Please provide proof of what you are saying.

  If I was some sort of scammer I would have bought 10 bags, not 1. Please explain why any other retail store whom advertises a wrong priced item WILL sell it at that advertised price. This happens at Canadian tire all the time for an example. However you keep referencing **** pro pacs contract. That has nothing to do with your pricing mistake, hence The Tool Store.ca would be the party offering any sort of discount on that mistake. It has come to this because of your lack customer service. Do I think I will profit from this in any way. No! The only thing happening here is your lack of customer service being brought to the attention of the BBB and consumers alike.

  
  Sincerely,
  
  
  
  ***** *****