Reviews

Review Details

• Review fromPam H

  Date: 12/22/2022

  3 stars
  My tool finally came after almost 4 weeks which made me think the company was not legitimate but it came so I am thankful for that because it is a Xmas gift.

  SuperBrand Tools

  Date: 08/20/2023

  Hello ***,Thanks so much for your feedback! It makes our day hearing about how much our customers love our The SuperSocket - Unscrew Any Bolt!. We have passed on your review to our team and look forward to your business. ******** Customer Success Manager

• Review fromJamie M

  Date: 12/21/2022

  1 star
  I ordered a gift December 2nd still have not received it 20 days later. I have contacted customer service multiple times with no response.

  SuperBrand Tools

  Date: 08/20/2023

  Hello *****,I've had a chance to go over your review here, and I'd like to apologize for the inconvenience this may have caused you. Thank you for taking the time to share this so I can make it right. Feedback like this is something that our team at Betterbrandtools doesn't take lightly.I tracked down your emails to our customer support and saw that we have responded to each and every inquiry you sent. Based on the tracking history of your package, it was shipped 2 days after you placed the order and it was held in a **** postal facility for a couple of days due to the scanning/sorting process causing delays. Please know that once your package/order is handed over to local couriers and transported from one postal facility to another, we don't have any jurisdiction over it and It is beyond our control. Anyways, I am glad to hear that you have received your order despite the delay. Id like you to know that we highly value you as a customer so we would like to offer you a discount on this order. Please email me so I can explain this to you and be able to assist you further. ******** Customer Success Manager

• Review fromAna B

  Date: 12/20/2022

  1 star
  Buyer Beware!!!! This is a fraudulent company. I wish I had read these reviews before ordering from them. I placed an order on 11/19/22 for a socket set as Christmas gifts. The items have supposedly been stuck in ******* since December 5th awaiting ***** When I contacted customer support they said I should have used priority express shipping to receive them in time. Their website says standard tracked shipping includes a ***** day delivery plenty of time to receive an order placed on 11/19. No offer from customer service to resend items or refund cost. FRAUDULENT!

  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 **************************************************************** and it was delivered December 21, 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. 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 fromJoy O

  Date: 12/20/2022

  1 star
  I ordered this item thinking it was a stand alone tool which could be helpful around the house. Turns out this is simply an accessory to be used with other tools I do not own. I also noticed that the same tool was offered elsewhere at 1/3 the price . I explained that I am 84 years old cannot use this tool, and asked for a refund ( I had only had the tool for one week). They refused.

  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 December 3, 2022, and you sent an email on December 17, 2022, that you wanted to return the item and we responded and informed you about returns.Id like to clarify some points we sent you in the email which have been misunderstood. We mentioned in our email reply dated December 17, 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. You can check our return policy here: ************************************************************ 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 fromJeanne W

  Date: 12/19/2022

  1 star
  Do not order from this company!!!!! A huge scam!!!!!!! **************** is non existent!!!!!!

  SuperBrand Tools

  Date: 10/11/2023

  Dear ******,We sincerely apologize for the difficulties you encountered when attempting to contact our customer service team. We understand your frustration, and we want to address your concerns while providing clarification on the situation.It is regrettable to hear that you felt our company did not meet your expectations. Your experience is important to us, and we take all feedback seriously.In your case, we acknowledge that you were unable to reach our customer service team, and we deeply apologize for any inconvenience this may have caused. We understand how essential it is to have access to efficient customer support, and we are actively working to improve our response times and accessibility to better assist our customers.Regarding your order, it appears that it was canceled a day after it was placed. We regret any confusion or inconvenience this may have caused. In cases like this, our intention is to ensure that our customers have a smooth and satisfactory shopping experience. We apologize if our cancellation process did not align with your expectations.We want to clarify that a full refund for your canceled order was issued promptly. Your feedback is invaluable to us, and we genuinely regret any negative impression you may have of our company. We are committed to improving our services to provide you with a better experience in the future.If you have any further questions or concerns or if there is anything else we can assist you with, please do not hesitate to reach out to us directly at our Contact Us page on our website. We are here to help and ensure that your experience with our company is a positive one.Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.Sincerely,******** Customer Success Manager

• Review fromBelinda K

  Date: 12/16/2022

  1 star
  I ordered a pair of gloves and their checkout said it couldnt recognize my card but the charge went through to my bank. I emailed them stating this and the agent said there was no charge. I sent a screenshot that the order charges were pending and he kept saying no its not. Fine. I then saw on their website that there was only 6 hours left to ensure before Christmas delivery so I foolishly ordered them again. I emailed them again because I then had 3 pending charges on my account. Again he said no there wasnt even though I provided the screenshots. He stated my order would be fulfilled 1 day after ordering. It took 5. The tracking info came and it wont be here until after Christmas. Had they sent it in the 1 day (1-2 days) like he said, it wouldve gotten here. I sent yet another email demanding a refund and he sent me 2 pages of how anything I did like disputing the charges, or refusing delivery wouldnt work and that once I received the order, I could then contact them for specific return instructions for returns, which includes a $4.95 restocking fee. I *** received an email from another agent who said I had chosen basic shipping, and that takes 2-3 weeks delivery. There was no choice but to choose basic delivery. I bought the gloves from Amazon and received them even before they replied to my 3rd email. THIS COMPANY IS NOT WORTH YOUR TIME OR MONEY. They play a dirty game of hiding their return instructions and do not tell you the products are coming from a warehouse in *****. If youve had issues with this company I suggest leaving a review everywhere and anywhere you can so others can be aware of their business practices and avoid ordering from them. You can a,so report them to your states Attorney General which is what I am doing

  SuperBrand Tools

  Date: 10/11/2023

  Dear *******,We are truly sorry to hear about the challenges you encountered with your recent order, and we sincerely apologize for any confusion or frustration you experienced. We value your feedback and want to address your concerns while providing clarity on the situation.It appears that there was a misunderstanding regarding the charges on your card. We want to assure you that we only charged you once for your order, and any pending charges you may have seen were likely due to the way your bank processes transactions. Our customer support team did their best to explain this to you, and we apologize if there was any confusion in our communication.Regarding the delivery timeframe, we understand your concern about the time it took for your order to arrive. We strive to provide accurate delivery estimates, and we sincerely regret any delay you experienced. The shipping process can sometimes be affected by factors beyond our control, such as customs and international logistics, especially for products shipped from our warehouse in *****.We have checked the tracking information for your order, and it appears that your package was successfully delivered a few days before Christmas, which we hope brought some relief. We understand the importance of timely deliveries, especially during the holiday season, and we apologize for any inconvenience caused by the extended delivery time.If you have any further questions or concerns or if there is anything we can do to assist you, please do not hesitate to contact us directly at our Contact Us page on our website. We are here to help and ensure that your experience with us is a positive one.Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.Sincerely,******** Customer Success Manager

• Review fromsharon a

  Date: 12/14/2022

  1 star
  Wished I had researched this business first. I got scammed also. Ordered 2 of the Superguage XL marked at $29.99 ea. I wanted 2 for Christmas presents. Pop-up adds kept coming on while ordering but when I went to cart to finish the total showed 2 and correct total. 2 days later I was emailed they sent me 3 and charged for that extra one. I don't have any idea how that other got put into my order as it did not show when I checked the cart total. I emailed and asked for a correction and they said it was already shipped...sorry. They definitely are ripping people off and collecting extra money and you cannot get it back. BEWARE.. I'm just a senior who got ripped off trying to buy a present for Christmas for my grandson... :(

  SuperBrand Tools

  Date: 10/11/2023

  Dear ******,We are deeply sorry to hear about the issues you encountered with your recent order, and we genuinely apologize for any confusion or frustration this may have caused. Your satisfaction is important to us, and we want to address your concerns while providing clarity on the situation.It appears that there was a misunderstanding regarding the quantity of items ordered. Our records indicate that you placed an order for 3 units of the Superguage XL. We understand how this could have been confusing, and we sincerely apologize for any inconvenience it caused.In your case, you attempted to cancel the extra item 2 days after placing the order. While we understand your request, our order processing system allows for updates or modifications within a specific timeframe (typically within 8 hours after placing the order). After this window, orders are processed for shipping to ensure timely delivery.We apologize for any inconvenience this may have caused, and we want to work with you to address your concerns. If you decide to return the extra item, please rest assured that we will provide you with the appropriate return instructions and assistance once you receive the items you ordered. We value your satisfaction and want to ensure that you have a positive experience with us.We genuinely regret any negative impression this experience may have left, especially during the holiday season. Your feedback is essential in helping us improve our processes and avoid similar situations in the future.If you have any further questions or concerns or if there is anything we can do to assist you, please do not hesitate to contact us directly at our Contact Us page on our website. We are here to help and ensure that your experience with us is a positive one.Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.Sincerely,******** Customer Success Manager

• Review fromSandra H

  Date: 12/14/2022

  1 star
  Total scam. I placed an order for 1 item and it added 2 additional items I did not want or request. I immediately emailed them because that was the only contact info I had to deny the order and charges and no response. Do NOT order from this scam company!

  SuperBrand Tools

  Date: 10/11/2023

  Dear ******,We sincerely apologize for any inconvenience and frustration you experienced with your recent order, and we appreciate you bringing this matter to our attention. We value your feedback and want to clarify the situation while addressing your concerns.It appears that there was a misunderstanding regarding the items ordered during the checkout process. Our records indicate that you placed an order for 1 item and clicked to accept a special offer item, resulting in a total of 2 items added to your order. We understand how this could have been confusing, and we apologize for any inconvenience it may have caused.In your case, our records show that you immediately emailed us to deny the order and charges and a full refund was issued automatically.Your feedback is essential in helping us improve our processes, and we genuinely regret any negative impression this experience may have left. We want to ensure that you have a positive experience with us, and we hope that the full refund issued addresses your concerns.If you have any further questions or concerns or if there is anything else we can assist you with, please do not hesitate to reach out to us directly at our Contact Us page on our website. We are here to help and ensure that your experience with us is a positive one.Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.Sincerely,******** Customer Success Manager

• Review fromAnnette D

  Date: 12/13/2022

  1 star
  They advertised a product for $29,99 but they charged my card $70.00I am trying to cancel my order but I am not getting a response. From a live person only e mail stating their system has a default for 2 tools instead of one. Why would I need 2, and why would you assume that I want 2? Shady business processes! Read these reviews people scam alert!

  SuperBrand Tools

  Date: 10/11/2023

  Dear *******,We sincerely apologize for any confusion and frustration you experienced with your recent order, and we appreciate you taking the time to share your concerns. We value your feedback and want to provide clarification on the situation.It appears that there may have been a misunderstanding regarding the pricing and the order you placed. Our records indicate that you ordered the buy 2 promotional offer with 5% discount, which includes 2 units of the product at a special price of $29.99 each. The total amount you were charged is a result of this promotion, and it includes **************** tax.We understand that you may not have intended to purchase 2 units, and we sincerely apologize for any confusion. It's important for us to clarify that we provide clear pricing information during the ordering process, and it is the customer's choice to accept or decline any promotional offers.We also want to emphasize that our customer support team is here to assist with any inquiries or concerns. We apologize if you did not receive a response from a live person immediately, as during the holiday season we were experiencing an extremely high volume of inquiries, which may have caused some delays in our response times. We are actively working to improve our customer support processes to ensure more timely responses in the future.We appreciate your feedback and regret any negative impression this experience may have left. To address your concerns, we have issued a full refund for your order, as you requested to cancel the order within the cancellation window.If you have any further questions or concerns or if there is anything else we can assist you with, please do not hesitate to reach out to us directly at our Contact Us page on our website. We are here to help and ensure that your experience with us is a positive one.Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.Sincerely,******** Customer Success Manager

• Review fromGabriela B

  Date: 12/08/2022

  1 star
  They advertised a product for $29,99 but they charged my card $63.33. I am trying to cancel my order but I am not getting a response.

  SuperBrand Tools

  Date: 10/11/2023

  Dear ********,We sincerely apologize for any confusion and inconvenience you experienced with your recent order, and we appreciate your patience in bringing this matter to our attention. Your satisfaction is important to us, and we want to provide clarification on the situation.It appears that there may have been a misunderstanding regarding the pricing and the order you placed. Our records indicate that you ordered the buy 2 promotional offer, which includes 2 units of the product at a special price of $29.99 each. The total amount you were charged is a result of this promotion.We understand that this may not have been your intention, and we apologize for any confusion. It's important for us to clarify that we provide clear pricing information during the ordering process, and it is the customer's choice to accept or decline any promotional offers.We also want to address your concern about canceling the order. We apologize if you did not receive a response promptly. Our customer support team is here to assist with such inquiries, and we are actively working to improve our response times to ensure more timely assistance in the future.According to our records, we already issued a full refund for your order since you requested to cancel it within the cancellation window. We hope this resolution helps alleviate any financial concerns you may have had.We appreciate your feedback, and your comments are invaluable in helping us improve our processes and avoid similar situations in the future.If you have any further questions or concerns or if there is anything else we can assist you with, please do not hesitate to reach out to us directly at our Contact Us page on our website. We are here to help and ensure that your experience with us is a positive one.Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.Sincerely,******** Customer Success Manager