Reviews

Review Details

• Review fromSheryl H

  Date: 04/02/2025

  1 star
  I purchased the ***************************** which stated they were made for cutting up cardboard. I purchased them in December 2024 and they are not working now. We have only used them about 5 times and the company says they are outside their 90 day warranty window. (16 days past the 90 day window). It wasnt like we were using them every day. Dont buy this junk! We only cut up cardboard boxes and nothing else. Very disappointed in the product and the company. If I could leave a review with no stars I would do so.

  SuperBrand Tools

  Date: 04/21/2025

  Hello ******,Thank you for your feedback. We're truly sorry to hear that your electric scissors stopped working and understand how frustrating that must be.Our warranty policy allows for a 30-day return and a 90-day replacement period from the date of purchase. Your order was placed on December 21, 2024, and the warranty window expired shortly before you reached out. While we sincerely wish we could make an exception, we must remain consistent with our policy.That said, we still want to make this right. As a gesture of goodwill, we've offered you options to make this right by you on our email response. We hope this provides a helpful solution and demonstrates that we value your business.Sincerely,******** Customer Service Team Manager ********************

• Review fromChristine G

  Date: 03/02/2025

  1 star
  These Super Brand scissors appear to work fine at first, but they are very loud and you need ear protection. Also the battery lasts just long enough to cut 2 boxes from ****** or *******, not the 45 min. they claim. I was using them for about the 3rd time and they quit cutting. I thought they needed charging? Nope the blade was bent and would no longer cut. I only used it on cardboard. Nothing else. I guess they are not durable enough for cardboard. Now I know why they were trying to push extra blades on me when I purchased these. The blades don't last. And they are too pricey to replace that often. I will go back to tearing boxes by hand.

  SuperBrand Tools

  Date: 04/21/2025

  Hello ******,Thank you for your feedback were truly sorry to hear about your experience with our electric scissors.We understand how frustrating it must be when a product doesnt perform as expected. While your order was placed on December 13, 2024, and is now outside our 90-day replacement policy, we want to note that had we received a report during the warranty period, we wouldve gladly sent a replacement unit or blade at no cost.Although were unable to offer a replacement now, wed still like to make it right. As a courtesy, As a gesture of goodwill, we've offered you great deal as an option on our email response. We appreciate your feedback and the chance to improve.Sincerely,******** Customer Service Team Manager ********************

• Review fromBarbara H

  Date: 02/17/2025

  1 star
  ******* H DO NOT EVER BUY ANYTHING FROM SUPERBRAND TOOLS!!!!!!On 12/21/24 I ordered 2 box cutting scissors from SuperBrand Tools for $50 each, one as a gift, one for myself. (unfortunately I failed to look at the reviews below) After a few use (4 or 5 cuts) the tool broke. It proved to be a piece of junk. I wrote to the company asking for a refund, when they requested a picture and a video where they could see that the blade was resonating stationary not making the cutting movement. They refused the refund because it was used already which is ridiculous it was supposed to be a power tool, which should not break down just in a few use.Seeing all the unhappy reviews below, I don't know how this company can survive.There is not a single review better than 1 star I see that the company is not BBB accredited, it is rated F. I have to agree with that rating.

  SuperBrand Tools

  Date: 04/21/2025

  Hello *******,Were sorry to hear about your experience and truly understand your frustration.Your order was placed on December 21, 2024, and while we did not receive any report during the 90-day warranty period, we would have gladly provided a replacement unit or blade had we been contacted sooner. Unfortunately, as your request came after the warranty window, were unable to offer a return or replacement at this time.That said, we never want a customer to feel unsupported. As a gesture of goodwill, **** offered a great deal for you on our email response. We appreciate your feedback and will use it to continue improving both our products and service.Sincerely,******** Customer Service Team Manager ********************

• Review fromMichele D

  Date: 01/27/2025

  1 star
  Do not buy from this company. I bought 2 **** gifts for my sons in November. Tried to return after Xmas because they both already have the tool. Told I was out of window for returns even though it was Xmas. Asked for a credit so they could pick something else but got the same answer. It is like you are emailing with a robot. Only buy with this company if you want to deal with a computer for customer service. Very unhappy customer. Never again will I deal with this awful customer service relation company.

  SuperBrand Tools

  Date: 04/21/2025

  Hello *******,Thank you for your feedback, and were genuinely sorry for your disappointment. We understand how frustrating it can be when a gift doesnt work out, especially around the holidays.Your order was placed on November 13, 2024, and delivered on November 25, which allowed ample time to request a return within our 30-day return window. We received your return request on December 22, which unfortunately was outside that timeframe. As such, we were unable to process a return or issue store credit per our posted return policy.We aim to treat all customers fairly by applying our policies consistently, and while we couldnt make an exception in this case, we do appreciate your feedback and are continuously working to improve both our policies and service experience.Sincerely,******** Customer Service Team Manager ********************

• Review fromSan D

  Date: 01/23/2025

  1 star
  This company and their Ordering page is a fraud. As I was about to place an order my Norton Antivirus Alerted me the page was suspicious. I aborted the process. The company then charged my credit card for 2 orders, Without sending the 2 invoices to my email. Several days later I noticed 2 charges on my card and Filed a Complaint. I then get one of the Invoice sent to my email the day after. (suspicion noted ). When I ask for refund they said I have to pay return shipping and to pay a restocking fee. I have sent the items back and waiting for refund. This sneaky business of charging and completing a customer's order without his/her approval Need To ******* Readers of BBB, Do Not Buy Anything from SuperBrand Tools

  SuperBrand Tools

  Date: 04/21/2025

  Hello San,Thank you for your feedback. We're sorry for the concern this experience has caused and appreciate the opportunity to clarify.Our records show that both orders were submitted successfully from your end, and we do not have access to place or charge orders on behalf of customers. While your antivirus software may have triggered a security alert, your order was confirmed, and order confirmation emails were automatically sent immediately afterward. We have verified those timestamps on our end.Once you reached out, we promptly provided you with return instructions to facilitate refund, and we understand you have now returned the items. As outlined in our Returns Policy, refunds for returned items are processed minus shipping and restocking fees, which are standard across many online retailers.Were happy to assist further with the refund process as soon as the return is received and inspected.Sincerely,******** Customer Service Team Manager ********************

• Review fromDavid D

  Date: 01/15/2025

  1 star
  Received a set of battery powered hand pruners. The battery is not holding a charge, so I have been trying to get through to super brand tools to take care of a warranty issue. I am finding them extremely hard to reach. I did finally get through to their phone center, which is clearly a call center in a foreign country. My emails have been coming back *******************'s the thing - I worked in a call center for eight years, and have a lot of experiencing speaking to other call center representatives, and dealing with call center protocol in general. Super Brand Tools after sale customer service is very shady at best. When I logged on to the chat function on their website (after receiving a response on the phone number that, due to popularity of the products they would'nt be able to take my call), the automated chat system let me know I would be waiting longer than 15 mintues for a representative. I have been waiting much longer than an hour so far. A strange element of their warranty process. The representative asked me to make a video and send it to the warranty email address for super brand tools. He was vague about the intent of this process. He told me just send us a video, we will check it out and send you a new item. The process seems to make no sense to me. Why aren't they able to take my concern in writing or over the phone, log it on to their system. create a trouble ticket, and process a warranty request? I don't see how a video helps them deal with a warranty issue related to a battery that won't stay charged. All I can say is that the experience I have had with the company is sub par to what I would expect from a reputable online seller.

  SuperBrand Tools

  Date: 04/21/2025

  Hello *****,Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you encountered while trying to resolve your warranty issue.We understand how important responsive customer service is, and we're sorry that your interactions with our support channels did not meet expectations. While we strive to provide timely support, increased volume during peak seasons can sometimes affect response times, and were actively working to improve that.Regarding your concern with our video request this is part of our standard troubleshooting process and is intended to help our technical team better understand the issue and determine the best solution. We truly appreciate your effort in providing the video, which allowed us to assess the issue and proceed with a resolution.Although we attempted to send you a replacement, we regret that the delivery was unsuccessful. As a result, we issued a full refund to ensure the matter was resolved to the best of our ability.We appreciate your feedback its essential in helping us improve both our products and service.Sincerely,******** Customer Service Team Manager ********************

• Review fromSarah D

  Date: 01/08/2025

  1 star
  DO NOT BUY!!!! I ordered two of their outline tools for my boyfriend for Christmas. Order #******* For one, their website is super predatory and scammy. You add items to your cart and they ask if you want to add on to your order and you would think you could review the order before being placed, but NO. I had no idea what the order total was before placing the order. So that was already awful. I spent way more than intended because I couldn't review first. And second, once the order did arrive weeks later, I emailed to return the items. It took weeks of emailing to get a customer service *** to follow up with me with return instructions. Not only do they NOT do free returns, they make you pay for postage + tracking AND charge a restocking fee of $4.95. The package is completely unopened, but the instructions ask that I place a paper inside with ALL of my information and reason for return. BUT THEY ask that the items remain completely sealed. It makes no sense. AND now I'm afraid if I do send out the return, that they will claim they either didn't receive the item or that they will charge me for having had opened the package! None of this makes sense and is completely unfair to the customer.AWFUL.

  SuperBrand Tools

  Date: 01/16/2025

  Dear *****,Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration you experienced during your shopping and return ********** clarify, our website allows customers to review their cart and total by clicking the cart icon at any time before placing or submitting the order. Your order was processed through our special offer page, which displays multiple package options. However, we understand how this could feel confusing and will consider your feedback to make this process clearer.Regarding returns, our return policy, including details about restocking fees and item conditions, is available on our website for transparency. We kindly ask for certain details in returns to ensure proper processing and to avoid any misunderstandings.We deeply regret any inconvenience caused and appreciate your patience as we work to improve the customer experience. Should you have further concerns, please dont hesitate to contact us directly so we can assist you promptly.Sincerely,******** Customer Service Team Manager ********************

• Review fromRaymond M

  Date: 01/03/2025

  1 star
  Don't buy anything from Super Brand Tools. Order a tool from them 12/12/24 they didnt even do anything to ship until 12/15/24. stating it would take 5-10 days from placing the order to receive the item. never said anything they get it from ****. I would never buy it if they have said it comes from another country. not made in the U.S.A. most of the items people buy from another country is garbage. instead taking 10 days max it took 18 days to get to me. now they want me to pay to ship it back and charge a restocking charge. all they say is sorry.

  SuperBrand Tools

  Date: 01/16/2025

  Dear *******,We sincerely apologize for the delay in delivering your order and for any inconvenience this caused during the holiday season. We understand how important it is to receive items promptly, especially for Christmas.Please know that your order was shipped the day after it was placed on 12/12/24. However, unforeseen delays at a postal facility unfortunately extended the delivery time. We regret that this was out of our control and acknowledge how frustrating this must have ******* address your concerns, weve offered you the option to return the item and have waived the restocking fee as a one-time courtesy. Our goal is always to ensure customer satisfaction, and we appreciate your patience and understanding in this matter.If theres anything further we can do to assist, please dont hesitate to contact us directly.Sincerely,******** Customer Service Team Manager ********************

• Review fromMary K

  Date: 01/01/2025

  1 star
  I ordered on Dec. 12, they say they delivered the product to my door on Dec. 30. It was NOT delivered to my door and there were no photos. Superbrand says they are not responsible and I should contact the delivery service GOFO. When I contacted them they put me on hold for 15 minutes and then hung up on me. There is no service or care on either side. I finally just reversed the charge on my credit card. DO NOT ORDER FROM THIS COMPANY

  SuperBrand Tools

  Date: 01/16/2025

  Dear ****,We appreciate your feedback and sincerely regret the inconvenience you experienced.According to our records, your order was successfully delivered to the address you provided when placing the order. The courier's tracking shows delivery at your front door on December 30, along with proof of delivery available here: Tracking Link.We understand how frustrating this situation can be. However, as per our policy, we are unable to cover lost or stolen packages once they have been confirmed as delivered. We recommend reaching out to the courier for further assistance.We truly value your business and apologize for any frustration caused. If theres anything further we can do to assist, please dont hesitate to contact us directly.Sincerely,******** Customer Service Team Manager ********************

• Review fromTim E

  Date: 12/30/2024

  1 star
  This company is a ******* wife ordered me the socket special for Christmas WHAT A JOKE and piece of cheap looking junk.I have been trying to reach them by phone and can not get an answer. They say due to the HIGH volume of calls they can not answer right now and to go to their web site and start a live chat. What a WASTE of my wife's money. I would like a full refund from them and they can have their cr** back.DON'T buy from this worthless business.

  SuperBrand Tools

  Date: 01/15/2025

  Dear ***,Thank you for bringing this to our attention, and we sincerely apologize for any frustration you experienced.After reviewing your case, we confirm that we responded promptly to all your emails, explaining the charges. It appears two separate orders were placed, which is why there were two charges as we explained to you in our reply to your email. Additionally, we sent timely order confirmation and tracking information to keep you updated.We are committed to resolving this matter and would be happy to assist with a return if the item does not meet your expectations. Please reach out through our website's live chat or email, and our team will ensure your concerns are addressed.Thank you for your feedback, and we regret any inconvenience caused.Sincerely,******** Customer Service Team Manager ********************