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SuperBrand ToolsThis business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
1.16/5 stars
Average of 92 Customer Reviews
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Review fromMaria V
Date: 12/11/2023
1 starI placed an order on 11/25 and I still haven't received my order. Yes, I have a tracking number but it doesn't tell you via which carrier. I've called ********** DHL no tracking number matches. There is NO WAY to contact this company. NO customer service, emails go unanswered and no one ever answers the via chat icon!. By the way did anyone know that the items ship from *****!!!!! SERIOUSLY not here in *****************. Company/Manufacture is based in *****!!!!! HOLY SHIT!! MIND BOGGLING. I had to do a reverse charge with my credit card company. BEWARE EVERYONE DO NOT PURCHASE FROM THIS COMPANY! Do a reverse charge now and buy from a reparable company!SuperBrand Tools
Date: 02/21/2024
Dear *****,We apologize for the inconvenience you've experienced with your recent order. We appreciate your feedback and would like to address your concerns.Upon reviewing your case, we confirmed that your order was delayed due to unforeseen circumstances with the courier. We understand the frustration this may have caused.We want to assure you that we take such matters seriously and strive to provide a positive shopping experience for our customers. We regret any inconvenience this delay may have caused.As a gesture of goodwill, we have issued you a full refund for your order. We hope this resolves the issue to your satisfaction.If you have any further questions or concerns, please feel free to reach out to us directly. We appreciate your understanding.Thank you for bringing this to our attention.Best regards,******** Customer Success ManagerReview fromMaritza C
Date: 12/07/2023
1 starI have been trying to reach this company with no avail. I want to know where the status of my mini chainsaw is. They've already taken the money out of my account. But I cannot get a hold of them. I will be reporting them if I do not get an answer within 24 hours.SuperBrand Tools
Date: 02/21/2024
Dear *******,We apologize for any confusion or frustration you've experienced with your recent order. We appreciate your feedback and would like to address your concerns.Upon reviewing your case, we confirmed that your order was successfully delivered on December 10th, as per the tracking number provided. We understand that there may have been a delay in your receiving the order confirmation, and we apologize for any inconvenience this may have caused.We want to assure you that we take such matters seriously and strive to provide a positive shopping experience for our customers. We regret any inconvenience this delay may have caused.If you have any further questions or concerns, please feel free to reach out to us directly. We appreciate your understanding.Thank you for bringing this to our attention.Best regards,******** Customer Success ManagerReview fromSonya G
Date: 12/07/2023
1 starRIPOFF!! Claimed I put in incorrect address. It was auto filled and correct. Was informed I will not receive my product or a refund because this is my fault. Tracking # that was sent to me in email has NEVER worked. No way to contact shipping company. Feels like a SCAM....SuperBrand Tools
Date: 02/21/2024
Dear *****,We appreciate you reaching out, and we're sorry to hear about the issue with your order. After looking into the matter, we found that your order was shipped promptly the next day after you placed it. However, it seems there was an issue with the delivery.Upon further investigation, it appears that the package was returned to our warehouse in Asia due to an incorrect shipping address. We understand that mistakes happen, and we're here to help.We sent you your order confirmation shortly after your purchase. It contains the details of your order, including the shipping address. Unfortunately, we did not receive any communication from reporting that the address you entered when you placed the order was incorrect.I understand that you dispouited this with your bank and you have been refunded in full. We want to assure you that we take such matters seriously and strive to provide a positive shopping experience for our customers. We regret any inconvenience this delay may have caused.If you have any further questions or concerns, please feel free to reach out to us directly. We appreciate your understanding.Best regards,******** Customer Success ManagerReview fromRenee R
Date: 12/06/2023
1 starI put the gauge in my cart and proceeded to pay; the system kept asking me a couple of times if I wanted a second gauge in which I responded NO. I ordered 1 (one) gauge completed my my order. I wasn't finished with the transaction but immediately my husband received an e-mail from our checking account for 2 (two) gauges. I knew right away that this company was unscrupulous. I called on Monday to log my complaint and get ALL of my money back. Unfortunately, they are SOOOO busy they can't be bothered to answer a phone and the voice mail informed me that I would need to send an e-mail. So I did and have not received a response from them. I was so angry and aggravated at myself for the situation because I am very well versed in fraud but I unfortunately, I let my guard down. I am in hopes to resolve this situation quickly and receive a full refund.SuperBrand Tools
Date: 02/21/2024
Dear *****,Thank you for bringing this to our attention, and we apologize for any confusion. After reviewing your order (Order Number: *******), we noticed that you selected the SuperGauge XL BUY 2 promo bundle for $56.98 with 5% off, which includes two units of the SuperGauge XL priced at $29.99 each.We understand that this may not have been your intended selection, and we sincerely apologize for any misunderstanding. Unfortunately, as your order has already been processed and shipped, we are unable to make changes or cancellations at this point.If you have any further questions or concerns, please feel free to reach out, and we'll do our best to assist you. Your satisfaction is important to us, and we appreciate your understanding.Thank you for your understanding.******** Customer Success ManagerReview fromDANIEL S
Date: 12/06/2023
1 starSo far, terrible. just minutes after placing an order, I found out that my Dad already has something very similar! Tried to contact ( it's noon , Wednesday ) no one answers the phones just recordings. tried to contact the chat reps. no one answers. They say you can cancel orders within the first 4 hours. should be simple , right?? well, not if they don't get back to you untill the next day! I should've known it was a scam. Another life ****** learned! I'll surely be sending back and paying for shipping. To and From!!!!!SuperBrand Tools
Date: 02/21/2024
Dear ******,We appreciate your feedback and sincerely apologize for the inconvenience you've experienced with your order. Your satisfaction is our priority, and we want to address your concerns.After reviewing your communications, we understand that you wanted to cancel yourn order. We apologize fr not being able to respond to you promptly but as per checking on your order details, your order has been cancled in time and you have been refunded in full.We are committed improving our response time and I have forwarded your feedback to the team.Thank you for bringing this to our attention.Best regards,******** Customer Success ManagerReview fromAnna B
Date: 12/06/2023
1 starI purchased 2 supersets and my card was charged but I did not receive an email confirming the order and the person that responded to me said they could not find my order, I have tried several times to reach someone with np success. I will notify my credit card, I am upset with myself that I did not check reviews prior to purchasing.SuperBrand Tools
Date: 02/21/2024
Dear ****,We apologize for any inconvenience you've experienced with your recent purchase. We appreciate your feedback and would like to address your concerns.Upon investigating your case, it appears that there was an issue with the email address provided during the order placement process. Unfortunately, this resulted in the order confirmation not being sent to the correct email address. We regret any confusion this may have caused.We understand your frustration in not being able to find your order initially because of the wrong email address you entered when you placed the order. Furthermore, we regret to inform you that due to the dispute filed with your bank, we are currently unable to take further action regarding your order until the investigation is complete. We ask for your patience during this time, as the resolution may take up to ******************************************** concerns, please feel free to reach out to us directly. We appreciate your understanding in this matter.Thank you for bringing this to our attention.Best regards,******** Customer Success ManagerReview fromJudith C
Date: 12/04/2023
1 starPlease read the **************'s review below. It may as well be mine. The exact same thing happened, literally. This company is a scam. So my unopened package sits waiting for a free return label which they are trying to ********** out of . They said they sent me emails telling me how to return an item but none came. I stopped payment on the credit card and I think this is the only way to deal with these people. Other than to write reviews trying to warn people away.SuperBrand Tools
Date: 02/21/2024
Dear ******,Thank you for bringing this to our attention, and we understand your frustration. We apologize for any inconvenience caused by the delay in initiating the return process.The challenge we're currently facing is that you've initiated a chargeback dispute with your bank. As a result, your account with us is temporarily on hold, restricting our ability to process refunds or make any changes to your order.We want to assure you that we take this matter seriously, and we are committed to resolving it as efficiently as possible. Unfortunately, the resolution timeline is dependent on your bank's decision, and it can take up to 90 days for them to reach a conclusion on the dispute.We appreciate your patience during this period, and we'll do our best to assist you once the matter is resolved. If you have any further questions or concerns, please don't hesitate to reach out to us.Thank you for your understanding.Best regards,******** Customer Success ManagerReview fromBernadette D
Date: 12/04/2023
1 starOrdered Nov 28, 2023. Charged on Amex. Took screenshot of my order after payment and it is 12/4 and nothing. No email confirmation other than $76.59 charged to my credit card. Sent email to support@superbrandtools with the .com just now . If I do not get reply today, will have Amex credit me and start checking this company for fraud.SuperBrand Tools
Date: 02/21/2024
Dear **********,We appreciate your feedback and regret any inconvenience you've experienced. We take customer satisfaction seriously and strive to address concerns promptly.After reviewing your case, it appears our records indicate that the order was successfully delivered on Dec 5, 2023 to your specified address. We understand the frustration if the package is not in your possession, but based on the tracking information ******************************************************************** We sent you an order confirmation to your email a few seconds after placing the order. The order confirmation includes details about your order like the items that you ordered, amount and the billing and shipping address. If you did not received your package, please check if someone from your house may have gotten it or misplaced or received by someone else at your location. If you still encounter issues, we recommend checking with neighbors or your local postal service to locate the package. Unfortunately, we cannot cover cases of stolen packages once they are delivered.If you have any further questions or concerns, please reach out to us directly, and we'll do our best to assist you.Thank you for your understanding.Best regards,******** Customer Success ManagerReview fromWarren B
Date: 11/21/2023
1 starI ordered a super gauge and the price was ***** and was charged ***** why was this the price was clearly posted. Order number was ******* please advise.SuperBrand Tools
Date: 11/24/2023
Dear ******,Thank you for bringing this to our attention, and we apologize for any confusion. After reviewing your order (Order Number: *******), we noticed that you selected the SuperGauge XL BUY 2 promo bundle for $56.98 with 5% off, which includes two units of the SuperGauge XL priced at $29.99 each.We understand that this may not have been your intended selection, and we sincerely apologize for any misunderstanding. Unfortunately, as your order has already been processed and shipped, we are unable to make changes or cancellations at this point.If you have any further questions or concerns, please feel free to reach out, and we'll do our best to assist you.Thank you for your understanding.******** Customer Success ManagerReview fromWilliam J
Date: 11/18/2023
1 starNeed followup reviews.The SuperBrand responses are wordy, canned [AI(?)] "Your satisfaction is our ultimate priority..." Somewhere in there the issue is addressed...and this requires even more contect with a company having sketchy primary contacts.SuperBrand Tools
Date: 11/24/2023
Dear *******,Thank you for sharing your feedback, and we appreciate your candid comments regarding our responses.We are unable to find any order under your name or email. We understand that brevity and clarity are crucial, and we will certainly work on providing more concise and to-the-point responses in the future. If you have any specific concerns about your order or if there's anything else you'd like to discuss, please feel free to reach out directly. We are here to address your needs and provide the assistance you require.Thank you for your understanding.******** Customer Success Manager
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