Reviews

Review Details

• Review fromBonnie S

  Date: 01/17/2023

  1 star
  Rating: Negative 1 Saw this product advertised on the web. Sent money and particulars to Superbrand.I wanted it for a Christmas present. Finally I e mailed them and asked about the shipment.They sent me a "tracking" number but not the carrier. I e mailed and asked for the carrier, their response was **************** material.Interesting that their phone number is not on their website.Save your money. Do not purchase from them.

  SuperBrand Tools

  Date: 03/31/2023

  Hello ******,I am sorry that you experienced this issue with your tracking number. I understand how this may be upsetting or frustrating on your end. Given your information (name and email), I am unable to pull up any order with that information. Maybe you used a different name and email when you placed the order. Regarding the tracking information, sorry to confuse you with that. We normally use a 3rd party tracking website to track the status of your package like ParcelApp. On this website, you can track all tracking numbers from major couriers locally and globally. So, in your email with the tracking number, it is actually a link and when you click the tracking number it will redirect you to the ParcelApp website where you can see the status of your package. You should know that helping our customers is very important to us and I am here to help you with this. Please email me with the name and email address youve used so I can personally check the status of your order and be able to assist you regarding your order. Ill look forward to your email. ******** Customer Success Manager

• Review fromCarla J

  Date: 01/06/2023

  1 star
  Total scam. They say they are from ******* **************** but they are in *****. They don't send the product and pretend they are helping you but when you keep asking about the product they quite responding. They are a fraud.

  SuperBrand Tools

  Date: 03/31/2023

  Hello *****,We care deeply about our customers and it is not our intention to make you feel you were scammed. I hope you can allow us to clarify things with you and make things right.We are a small but totally legitimate business. We have products that are being shipped from our warehouse in ******* and not in *******. We also have certain products that we manufacture outside the ** and store in our warehouse in *****. If you have read our Shipping and Returns policy it is stated there that we have packages that are shipped from outside the continental *************, but shipping from our ** Warehouse is always available. It just depends on the shipping option you choose when you place the order. If you choose Priority Shipping on the checkout page, your item will be shipped from our warehouse in *******. But if you choose Free or Standard Shipping, then this will be coming from our warehouse in ********, *****. About our response, I have checked your emails and saw that we have replied to all of your emails inquiring about the status of your order within 24 hours of being received. We also sent you an email including tracking information in which you can personally check and monitor the location of your package. We sent that email on December 13 to be exact. Upon looking further into your order tracking, I see that the item was shipped out of our warehouse within 48 hours, but a **** shipping delay caused it to be delivered late. We did not anticipate delays but sometimes it happens during the holiday season. Im very sorry that your order delivery was delayed and we want to make it right.Please allow me to make this right for you and know that you are important to us. I have issued a 10% refund to your order and also I have refunded the $6.95 shipping fee that you paid. It should reflect that on your card by now. Please reach out to us at our support email if you have any questions about your order.******** Customer Success Manager

• Review fromL.J D

  Date: 01/05/2023

  1 star
  I order my tool 12/20/22. It's Jan. 5. The tracking shows an airplane, but no estimate arrival time. If I want to chat with their "expert" I have to pay $1.00 and give them my credit card information. Things may be ok, but I am worried.

  SuperBrand Tools

  Date: 03/31/2023

  Hello ****,Im sorry to hear that you had an issue with your order. It is very important to us that any issue you experienced with your order is addressed and resolved. I just looked at your order and saw that you placed your order on December 19, 2022, and the item was shipped from our warehouse on December 22nd. At checkout, you chose regular shipping, which usually takes 2 weeks to be delivered. Given that it passed the Holiday season it may have encountered a little delay which is why it was just delivered on Jan 5 just when all Postal facilities resume their services after the Holiday season. As per checking on your order, it seems like your order has been delivered the same day you submit this review to BBB. See the status of your order here: ***************************************************** or here: *************************************************************************************************************************************** Regarding your comment about a fee to talk to a support expert. Please note that we DO NOT charge customers or require any credit card information to get customer support. So, I am concerned that you may have been targeted by some sort of scam or are confusing our support with another company.Unfortunately during the holidays, fake package tracking scams are common in the US and maybe something you experienced. Please reference this article for more information: **************************************** or search ****** for Fake package tracking text scam to get more information. Dont hesitate to reach out to me if you need further assistance. ******** Customer Success Manager

• Review fromThierry H

  Date: 01/04/2023

  1 star
  I ordered the Super socket on 12/05/2022. They shipped to my old address. I never entered my old address!!! Contacted them via email and they stated that no changes can be made after 10 hours! I paid $67, have no product. What a rip-off, and it looks like I am not the only one.They never shipped another one to the correct address. I also never received an email confirmation from my order.Stay away from them!

  SuperBrand Tools

  Date: 08/20/2023

  Hello *******,I extremely apologize for the inconvenience this may have caused you. I understand how frustrating this can be, not to receive what you ordered. I checked further on your order detail, I saw your email to our support channel on Dec 21 which is 16 days after placing the order. Please know that we shipped your order 2 days after submitting it as shown on the tracking history which is why we can no longer edit or update your order by then. Your order mustve been delivered on December 20, 2022, but it seems theres an issue with your address and your package was forwarded to **** postal office in ********, **. I am not sure who requested a change of address but we did not request that. We do not have any other address other than **************************, that is the only address we have when you placed the order. You indicated that as your billing address and the same as your shipping address. As per the email, your order confirmation was sent to the email address you used in placing the order and you indicated in your order details - ******************* We are not aware that your package has been held at the postal facility and was not delivered to you. We could have sent you a replacement or issued a refund by then. I am so sorry that you're going through this situation and that you had to escalate this problem to the related financial institution, I wished that we could have found a different way to get this issue resolved.Unfortunately, we will have to wait until the bank decides to release the refund back to the card you used in placing the order. Let me know if you need further assistance.Thanks for your patience and understanding.******** Customer Success Manager

• Review fromCora R

  Date: 01/03/2023

  1 star
  Company says they will refund, but their not doing that. I ordered the saw which included a battery. Received two, trying to send one back. But because it includes a battery, they aren't accepting the item back. Even throu it hasn't been opened.

  SuperBrand Tools

  Date: 08/20/2023

  Hello ****,Im sorry to hear that you had an issue with your order. It is important that any issue you experienced with your order is addressed and resolved. I checked further on your order and saw that there is only 1 item that you order and not 2. I also saw that you reached out to our customer support via email and I extremely apologize that we missed your concern about receiving two saws. It could have been resolved right then. I searched for other orders under your name and email and found no other order but only one. In the email response, they replied to you about our return policy that all battery-operated tools cannot be returned. I did not see any email/s sent to you about issuing you a refund as well. I totally understand your concern that you wanted to return the 2nd saw that hasnt been opened or used. However, our returns policy, clearly states that we can NOT accept returns for batteries or power tools.I hope this helps and if you still need assistance and more clarification about your order, please email me and Ill be happy to help you anytime. ******** Customer Success Manager

• Review fromMarlene B

  Date: 12/29/2022

  1 star
  I ordered this product on 12/6/2022. The after-purchase confirmation stated I would receive an email confirmation, which I never received. Good thing I did a "print page," otherwise I would not have anything to show what I ordered, aside from the bank statement showing the charge. It is now 12/28/2022 and I have nothing to show for the money I spent. I wish I had read more reviews. Had I done that I never would have purchased from this company.

  SuperBrand Tools

  Date: 08/20/2023

  Hello *******,I am sorry to hear that you have not received your order. I checked your order and it shows that it has been successfully delivered at Box 93 ******************* and it was delivered December 30, 2022, at your PO Box. See tracking below: ***************************************************** I sincerely apologize that your package was a bit past the expected delivery date, but I believe this was because of the holiday which is why it was delivered after Christmas. Based on the tracking information, your package has been delivered successfully the following day after you posted this review. 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. If in any case, you did not receive your order, please email me and I will be happy to help you track your package or if you need further assistance with your order. ******** Customer Success Manager

• Review fromSarah H

  Date: 12/28/2022

  1 star
  SCAM. I ordered a super socket and a hand held chainsaw on 12/10/2022. 7 days and $180 later I only received the super socket via ***** When I contacted the company inquiring when I would receive the second package they said I had already received everything I ordered. I of course wrote back to them to clarify the matter but I still havent heard back from them, nor have I received a refund or the missing saw.

  SuperBrand Tools

  Date: 08/20/2023

  Hello *****,I am extremely sorry that you're going through this situation and that you had to escalate this problem to the related financial institution, we care deeply about all of our customers and it is not our intention to make you feel you were scammed. I wished that we could have found a different way to get this issue resolved. I checked further on your concern and saw that you reached out to our customer support via email. I extremely apologize that we are unable to respond to you promptly back then for we have a backlog of email inquiries due to the holiday season. We missed addressing your concern about not receiving the saw which is one of the two items you ordered. We could have sent you a replacement item right away or issued you a refund. I understand that you've disputed the charge with your bank and if you still need assistance please email me and Ill be happy to help you anytime. ******** Customer Success Manager

• Review fromPatricia C

  Date: 12/27/2022

  1 star
  This company and its products are worthless. They refused to accept a return at Christmas for a "battery" tool never taken out of the box. They are a scam company which cannot be trusted.

  SuperBrand Tools

  Date: 08/20/2023

  Hello ********,Im sorry to hear that you have issues with your order. We highly value all of our customers and it is not our intention to make you feel you were scammed. It is imperative 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.I checked on the order you placed on October 9, 2022, and you sent an email on December 26, 2022, that you wanted to return the saw. We responded and informed you about returns and I totally understand that the saw hasnt been opened or used. However, our returns policy, clearly states that returns should be initiated within 30 days from the order date. Most importantly, we cannot accept returns on any batteries or battery-powered tools. like SuperSaw and batteries or battery-powered tools.Our returns and refund policy is posted on our website to guide and inform our customers like you in scenarios like this. I hope this helps. Should you need further assistance dont hesitate to send me an email and Ill be happy to help you anytime. ******** Customer Success Manager

• Review fromDiane P

  Date: 12/26/2022

  1 star
  This company is based in ***** and they will not accept any return from the **. They said you have to pay for "express shipping" if you want to return something. Completely misleading the public.Do Not Order anything from them!!!

  SuperBrand Tools

  Date: 08/20/2023

  Hello *****,We are sorry to hear that you feel misled by our company, please know that we do not have any bad intention of such kind. We are a legitimate small business located in ******* and NOT in *****. We are shipping some of our items straight from our warehouse in ******* and some are shipped from our supplier in Asia. You can check out our company information on our website where you can see that our mailing address is in ******* and most importantly our returns policy. Id like to clarify some points we sent you in the email which have been misunderstood. We mentioned in our email reply dated December 28, 2022, as stated in our returns policy that we dont accept returns on Standard Shipping orders because theyre shipped straight from our Asia warehouse. We only accept returns on orders shipped through Priority Express shipping from our US warehouse. We did NOT say that you have to pay express shipping to return an item. What we said to you is that we only accept returns on orders shipped through Priority Express shipping from our US warehouse. So if you choose standard or regular shipping, it will be shipped from our warehouse in Asia, these items are not eligible for returns. But if you placed an order and choose PRIORITY EXPRESS SHIPPING, this will be shipped directly from our ******* warehouse, and we accept returns from these orders *provided that they are eligible for returns. You can check our return policy here: ************************************************************ I hope that this clarifies the information for you. Please let me know if you have additional questions or if you need help regarding your order. ******** Customer Success Manager

• Review fromNorm V

  Date: 12/25/2022

  5 stars
  Super tools - love the SuperGauge and SuperSaw - bought two of each!************ in ************** 79 years young!

  SuperBrand Tools

  Date: 08/20/2023

  Hello ****,Thanks for the awesome review about our SuperSaw and SuperGauge. Were so pleased to hear it's working just as it should and that youre enjoying it so much! Weve forwarded your kind words to our team. If there is anything else we can do, please let us know. ******** Customer Success Manager