Reviews

Review Details

• Review fromLorraine J

  Date: 05/08/2023

  1 star
  I wish I had read these reviews before I ordered and paid for a tool. I placed an order a month ago and received a confirmation that the order was processed and would be shipped. After 2 weeks with no ship date notice, I checked the order number. Not processed! I've sent several emails requesting a ship date and got one reply saying a new saw would be shipped and I'd receive notice of a chip date. After that, crickets. They aren't even responding to my inquiries any longer. I don't have a tool and I'm out $170. DO NOT WASTE YOUR TIME OR MONEY ON THIS BOGUS COMPANY. They need to be put out of business.

  SuperBrand Tools

  Date: 10/11/2023

  Dear ********,We sincerely apologize for the inconvenience you experienced with your recent order. We understand your frustration, and we want to address your concerns while providing some insights into the situation.Firstly, we regret that you had to encounter delays in receiving your order. As you mentioned, the primary issue stemmed from the use of DHL Express for shipping. DHL has specific delivery requirements, including in-person deliveries or signatures for orders going to PO Boxes. Unfortunately, your order fell into this category, which caused an unforeseen delay in the processing and delivery process.We attempted to reach out several times to you to inform you of the situation and guide you on how to proceed with DHL's requirements. However, our attempts to contact you may not have been successful. We understand that this could have added to your frustration, and we apologize for the inconvenience.In response to your request for a ship date, we initiated the process of sending you a replacement tool. We want to assure you that your satisfaction is of utmost importance to us. In light of the challenges you faced with this order, we have processed a full refund for your purchase on May 11, 2023.We truly value your feedback and take your concerns seriously. Your input helps us improve our services and ensure a smoother experience for all our customers. If you have any further questions or need assistance with anything else, please do not hesitate to reach out to us directly at our Contact Us page. Once again, we apologize for any inconvenience you've experienced, and we hope this resolution helps address your concerns. Thank you for your understanding and patience.Sincerely,******** Customer Success Manager

• Review fromSherry V

  Date: 05/01/2023

  1 star
  Called SuperBrand Tools. Explained to the girl I had looked at ordering the Super Gauge and I could pay thru Sizzle (Lease to own) and she said no we dont have that I said yes you do on your website shes like no just cards or check I told her again about THEIR WEBSITE. So before I hung up I said I see now why you have an F rating at the BBB

  SuperBrand Tools

  Date: 10/11/2023

  Dear ******,We deeply regret the inconvenience you experienced during your recent interaction with our customer support team. We are committed to providing accurate information and ensuring a positive shopping experience for all our customers, and we sincerely apologize for any misunderstanding that occurred.Upon reviewing your feedback, we have identified the cause of the confusion. It appears that there was a miscommunication regarding the specific payment method you inquired about, which is Sezzle (Lease to own). Our representative may not have been aware of this particular payment option, and we sincerely apologize for any confusion this may have caused.We want to clarify that while we do offer convenient Buy Now, Pay Later options on our website, such as Sezzle and Shop Pay, these options are available for select products and are typically found on our ""special offer"" checkouts. We understand that this distinction was not made clear during your conversation with our representative, and we apologize for any frustration it may have caused.We take your feedback seriously, and we are committed to improving our customer support processes to ensure accurate and helpful information is provided to all our customers. We appreciate your patience and understanding as we work to address these issues internally.To make amends for the inconvenience you've faced, we would like to extend our offer of assistance in finding a suitable payment option for your desired product. Our customer support team is more than willing to guide you through the available payment methods and help you complete your purchase hassle-free. Please reach out to us at our Contact Us page at your earliest convenience, and we will do our best to assist you.Once again, we apologize for the confusion and any negative impression this may have left. Your feedback is invaluable in helping us improve, and we hope to have the opportunity to serve you better in the future.Sincerely,******** Customer Success Manager

• Review fromDebra S

  Date: 04/16/2023

  1 star
  I ordered a SUPERBRAND Supersaw on 2/17/23 for $149. When it arrived I discovered that some assembly was required. In attempting to install the chain onto the "guide plate" I found that the guide plate was very flimsy and the chain actually lodged between the 2 sides of the guide plate. The guide plate is now separated and cannot operate the chain. I contacted the company and they asked me to send a video. I sent 2 pictures and informed them that the product is cheaply made and I want to return it for a full refund. "*******" stated that they would send a replacement part. I responded that would not be acceptable, that I want to return the product. I received the reply that "We cannot accept returns on any batteries or battery-powered tools". They sent it with a battery so I should be able to return it with the battery. I wish I had seen all these other complaints before I ordered the product.

  SuperBrand Tools

  Date: 08/20/2023

  Hello *****,Im sorry you had such an unpleasant encounter with one of our associates earlier today. We try to make our customers shopping experience easy and enjoyable, and we hold our stores to a very high standard. In this case, we clearly fell short.Ive forwarded your complaint to the [location] store management team as well as our corporate customer experience team. We will do everything we can to make sure this doesnt happen again.Wed also like to make it up to you by offering a discount on your next purchase in-store or online. Once again, *****, I apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us.Sincerely,************************* Success Manager

• Review fromPauline J

  Date: 03/31/2023

  1 star
  Ordered tool 11/14/22 that I never received. Called on 3/31/23 and told was delivered 12/3/22 and if never received was past 90 days. Then asked if had checked with post office. I asked if was sent by post office and was told was sent by *** Express. Tried to call them, number disconnected. Buyer Beware!

  SuperBrand Tools

  Date: 08/20/2023

  Hello *******,I am sorry to hear that you have not received your order yet. I checked your order and it shows that it has been successfully delivered at ******************************************************************* on 03 Dec 2022 YT2232121272097419 or **** ********************** See tracking below: ***************************************************** Since we have proof that your package has been delivered successfully, kindly call the courier in your area to check or verify with them about your package as to where they delivered it and who received it so you can file a complaint. Please know that once your package/order is handed over to local couriers and delivered, we don't have any jurisdiction over it and It is beyond our control. See courier office contact info below: ************** Post Office9359 ********************************************************************** 1-800-ASK-**** *************)Phone ************ Fax ************ TTY ************ Again, Im extremely sorry for this problem, let me know if you need further assistance. ******** Customer Success Manager

• Review fromRobert L

  Date: 03/24/2023

  1 star
  Super Brand Tools - a dangerous & unethical co. Bought handheld chain saw -marginal quality, virtually impossible to find replacement chains. Customer Srv # "too busy - visit website" which is useless. Reviews posted are all super positive b/c site won't allow you to post a review. ******

  SuperBrand Tools

  Date: 08/20/2023

  Hello ******,Im sorry to hear about that and I understand how frustrating this must have been for you. We value our customers' time, and this should not have happened. It is very important to us that any issue you experienced with your order is addressed and I hope you can allow us to clarify things with you and make things right and be able to help you. I am unable to find your order details but I would like to inform you that we have replacement chains you can check out this link: ************************************************************************************************ I apologize as well as you were unable to get through our customer support number we could have directed you to the extra chains that were posted on our store online. Should you need to get extra chains for your SuperSaw please reach out anytime so I can provide you with discounts and special promotions. Let me know if you have further questions or need help on anything, Ill be happy to help anytime. ******** Customer Success Manager

• Review fromVickie C.

  Date: 02/27/2023

  1 star
  I ordered this for my husband for his birthday, he used it once and it stopped working. The battery and charger are good something is wrong with the saw. They wont replace it because its **** the 90 days. We got a lemon. I am disappointed with this company!

  SuperBrand Tools

  Date: 08/20/2023

  Hello ******,I extremely apologize for the late reply. We take customer satisfaction seriously and are glad to hear from you.First, I would like to apologize for the frustration you've experienced. I understand that your items are out of warranty and that it is beyond the 30 days return timeframe and 90 days replacement period. Unfortunately, our warranty information is posted on our website as well as our returns policy. Should you need further assistance or should you need to order a replacement battery dont hesitate to send me an email and Ill be happy to give you a discount.******** Customer Success Manager

• Review fromDonald R

  Date: 02/22/2023

  1 star
  I ordered 3 superbrand hand held chain caps along with the support kit. I got a notice the kit would cone in separate due to too many batteries in one package. I've been back and forth with superbrand for the last 3 months and all falls on deaf ears. No help, no calls answered, and still out $160

  SuperBrand Tools

  Date: 08/20/2023

  Hello ******,I am sorry to hear that you are missing an item from your order and I apologize for the inconvenience this may have cost you. We want you to know that we care about our customers and these mistakes don't happen often.The SuperSaw Upgrade Kit + Battery are usually packed in one box along with the SuperSaw so they come just in one box. Since you ordered 3 SuperSaw and the upgrade kit, you should receive a total of 3 boxes only. One of those boxes has the upgrade kit on it. As per checking, you reached out to our customer support and we have sent you a replacement SuperSaw Upgrade Kit + Battery which shows delivered on March 10 2023 11:56 Local time, *****************, **, **. I hope we have completed your order. Please let me know if you have additional questions or if you need help regarding your order. ******** Customer Success Manager

• Review fromLeslie R

  Date: 02/06/2023

  5 stars
  Ordered the Super Gauge. It hadn't arrived after almost a month. I emailed SuperBrand using their chat option at the bottom of the page on their website. they also had a phone number listed, but I had to get to work. They responded within a day. The agent sent me a tracking history showing when the product left from ***** and where it currently was. I waited another week or two and the product arrived. It is exactly as described. I am very happy with the tool!

  SuperBrand Tools

  Date: 04/18/2023

  Hello ******,Thanks for the awesome review about our SuperGauge. Were so pleased to hear that you have received your order. I highly appreciate your patience. Weve forwarded your kind words to our customer service team. If there is anything else we can do, please let us know. ******** Customer Success Manager

• Review fromMary P

  Date: 01/19/2023

  2 stars
  I bought the mini hand saw. Was very easy to put together and delft good in my hand. Nice wt. battery is quality. All tool included. Has a saftey feature that you have to push two buttons simultaneously. The reason I am giving g a2 star rating is be because it barely cuts through a twig. Very disappointed in the cutting ability.

  SuperBrand Tools

  Date: 03/31/2023

  Hello ****,First of all, we thank you for purchasing The SuperSaw. I am sorry to hear that the Super Saw was not able to cut well. I checked our records and we did not receive an email from you. If we had known this sooner we could have helped you. The reason for this issue is very likely not at all a defect, but just a mistake you made during assembly. This issue is caused because the chain has a dull side and a sharp side. If you install the chain with the dull end first the saw will not cut well. However, just flip the chain around and it will perform as expected. As per your saw that you purchased on October 30, 2022, please check the instruction manual to see if the chain was installed correctly. The overwhelming majority of cases that we receive regarding this issue are simply resolved by just flipping the chain around and installing it in the correct direction. Please know that our SuperSaw has been tested and inspected for quality control. We also have a video showing how the SuperSaw can cut bigger branches up to 4 inches or more in diameter. You can check it here: **************************** Please contact us at our support email, or call us during business hours and we can help you ensure the saw is assembled correctly. I hope you can give us a chance to make this right for you and let us help you with your concern about the saw. Thanks again for trusting us with your business.******** Customer Success Manager

• Review fromAdria C.

  Date: 01/18/2023

  1 star
  This company is unprofessional and has no way to be contacted. They dont want to give you a refund! They mislead you to call their phone number just to tell you to email them and the chat says someone will get back with you. They never really answer the questions. Still waiting on a response or I will contact my bank to revoke payment.., SMH!!

  SuperBrand Tools

  Date: 03/31/2023

  Hello *****,I am sorry to hear that you could not contact us over the phone. I apologize for the inconvenience and I understand how frustrating this could be, being not able to talk to someone about issues or concerns due to long hold times. Please know that this feedback is essential to us and weve since increased our phone support team to handle the increased volume. I dug deeper into your concerns and found that you actually sent us an email on January 3rd and one of our customer service associates replied to you that same day. You sent a 2nd email on Jan 5, where another customer service replied to you the same day as well. Your emails were about returning items that were not eligible for return outside our return policy period.However, I see that we made a one-time exception to your request to be able to return the items as a courtesy. As I checked right now, a refund was issued to you on January 18th.Ill be happy to assist you with any other concerns you may have, so you can email me directly with any follow-up questions.******** Customer Success Manager