Reviews

Review Details

• Review fromChawna C

  Date: 12/05/2022

  1 star
  Do not purchase from this scam company. They do not accept returns on standard shipping orders because they come directly from our Asia warehouse, we only accept returns on orders we ship from the US. What? Absolutely absurd return policy on a tool I bought from Amazon for $16 cheaper. Dont buy from this company.

  SuperBrand Tools

  Date: 10/11/2023

  Dear ******,We sincerely apologize for any frustration you experienced. We value your feedback, and we want to address your concerns while providing clarity on the situation.It appears that there may have been a lapse in communication at this point, due to a new team member misunderstanding our return policy. We do in fact accept returns on all items except orders made outside the continental US. According to our records, we did not receive a response from you after sending the return instructions. We want to ensure that you have a smooth and satisfactory experience, and we are here to assist you with the return process.If you still wish to proceed with the return, please check your email for the return instructions we provided, and feel free to reach out to us directly at our Contact Us page on our website if you have any questions or need further assistance. We are committed to helping you resolve this matter to your satisfaction.We genuinely regret any inconvenience you've experienced, and we want to assure you that your feedback is important in helping us improve our processes and customer service.Thank you for bringing this matter to our attention, and we hope to have the opportunity to assist you further and provide a more positive experience.Sincerely,******** Customer Success Manager

• Review fromNoelle P

  Date: 12/02/2022

  1 star
  This makes you rate the business with at least one star. If I had my choice I would give them 0 stars.I bought two of their super sockets after seeing an ad thinking it would be a good Christmas gift for the men in my family. I should have done more research as a few hours later I discovered this is not their invention and you can purchase the same thing at a different place for 17 dollars instead of 26. I also saw all of the bad reviews on this website and immediately had buyers remorse. I tried to cancel the order by sending them an email 4-5 hours after my purchase. No reply the next day. Tried to call customer service, no one available. It stated they were too busy to answer the phones. Finally after searching and clicking on the live chat button it gave me an option to cancel the order. I sent the request in to cancel it. They emailed back and stated they couldnt cancel the order since it had been over 8 hours even though I sent them an email requesting it be cancelled within four hours. Website is totally misleading with a lot of false advertising. They have a bunch of ridiculous reasons why you cant return something like if its shipped from their Asia warehouse they wont accept returns and in order for the product to be shipped from their USA warehouse you have to select the express shipping option. It does not warn you about this when you are checking out and selecting your shipping preference. Total scam and very shady site especially considering they are selling a product they didnt invent but claim they did. The money has already been debited out of my bank account. I wish I would have put it on my credit card where I could stop payment on the order. Buyer Beware and do your research. ****** learned.

  SuperBrand Tools

  Date: 10/11/2023

  Dear ******,We appreciate your feedback and apologize for any inconvenience you experienced with your recent order. We want to address your concerns and provide clarity on the situation.We understand that you had reservations about your purchase shortly after making it and attempted to cancel your order within a few hours. We sincerely apologize for any delay in our response. During the holidays, our customer support team was experiencing a high volume of inquiries, which may have resulted in longer response times. We are actively working to improve our response times this holiday season to ensure that our customers receive timely assistance.In response to your request for order cancellation, we apologize that we were unable to fulfill it due to the timing. However, we want to assure you that we are actively working to enhance our customer support processes to ensure a more seamless experience for our customers.We genuinely regret any negative impression this experience may have left, and we appreciate your feedback as it helps us improve our processes and services. If you have any further questions or concerns, please do not hesitate to contact us directly at our Contact Us page on our website. We are here to assist you 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 fromLinda D

  Date: 12/01/2022

  1 star
  I believe this is a scam and will be contacting BBB. Bought the small chainsaw $160 and now hearing nothing from them. It was a Christmas gift.

• Review fromTabitha H

  Date: 11/29/2022

  5 stars
  fast shipping, payment processing a little confusing. Quality tools for the price

• Review fromnancy w.

  Date: 11/28/2022

  1 star
  Through slow customer service coming from an email showing (This email has failed its domain's authentication requirements. It may be spoofed or improperly forwarded!) is how they steal your money. A cancel request was sent immeadiately after the order was submitted and 2 days later I was told it had shipped. At that time I told them I will be refusing the order when received. Turns out it came via *** from *********. I refused, did the *** survey, on the 15th spoke with *** that it had been recieved in ********* on the 10th. On the 15th I receive notice that it was sent to ******** and destroyed. *** has been instructed by the company to lie about status until the send the letter of destruction. This is how they steal your money. Also warned me "Disputing it from your card company does not help get your money back since we have tracking information that will reflect that the package was shipped to you but will not prove that you returned the package back to us."

  SuperBrand Tools

  Date: 12/01/2022

  Hello *****,*** had a chance to review your complaint, and Id like to apologize for not being able to respond to you in a prompt manner. Thank you for bringing this to our attention so I can make it right. Your concern is something that our company doesnt take lightly and we take this seriously because all of our customers are important to us. We are sorry for any inconvenience that you have experienced.As per checking on your details, you actually have 2 orders placed on Oct 22 and 1 of the orders was actually canceled and refunded fully per your request (order#*******). However, the other order #******* was not canceled and was shipped to you. I tracked the status of the package (tracking **********) and it was disposed of by DHL since you refused to receive the package.Please know that we highly value customers like you and that I'd like to personally address your concerns about your orders. I have refunded the second order as we speak and it should reflect on your card now, if not it will be within 3-5 business days. You may call the bank to verify and confirm it as well.Ill be happy to assist you with any other concerns you may have, so you can email me directly with any follow-up questions.In the meantime, Ive shared your feedback with our team and were improving our response time so we can address and resolve all of our customer's concerns/issues so this won't happen again moving forward.Thanks again for trusting us with your business.

• Review fromHolly F.

  Date: 11/28/2022

  1 star
  I went on-line to order something for my son for Christmas. After indicating what I wanted, I tried going to the submit order page. I was stuck on a page that wanted me to buy more things and wouldn't allow me to proceed ahead. It also indicated not to hit the back button or it might produce multiple orders. I suddenly felt scammed so I tried calling them and their recording said they won't answer phone calls (too busy). I went to email them to cancel order (even though I never submitted order) and they had sent an order confirmation at 10:05 am indicating order #******* had not yet shipped and that I would be notified when it was shipped. I replied right back and told them to cancel the order even though I never placed the order, this was at 10:20 am. I then immediately called to shut my **** card off so they couldn't charge me. To my surprise the charge was already on the card without me even submitting the order. My card was cancelled, no charge will go through. What a horrible experience! DO NOT ORDER ANYTHING FROM THIS COMPANY!!!!!!

• Review frommargaret w

  Date: 11/25/2022

  1 star
  **** I got caught in the bait and switch "deal" . I didn't see the final price until I checked out and it was 2 1/2 times the amount of the price I checked!Tried to cancel and couldn't find order or name under site I originally ordered from, so I canceled credit card order. BEWARE IF ORDERING FROM THIS COMPANY!

• Review fromKristy D

  Date: 11/23/2022

  1 star
  Lied about shipping speed and after inquiring where that product was, told me it was at my post office because I entered wrong address which was untrue. My post office said ************** still 2 weeks after it was supposed to be delivered. I would never use this site again and strongly recommend for everyone to be aware of the way they do business.

• Review fromSharon W

  Date: 10/30/2022

  1 star
  I purchased 3 saws, one for myself and one for each of my two sons for christmas. I was sorely disappointed in the one I opened. Turned out I had the blade in wrong. Then when I fixed that, the battery stopped working. I put it on the charger and it would not charge. I emailed the company for a second time. It was then that I found their return policy about not refunding battery powered tools. It also says they will refund unopened merchandise. I returned all three saws. Also I had ordered an extra battery and blade, which I never received. I am asking them to refund me for the unopened saws. They referred me to their "return policy", which they are careful not to publish when give their sales pitch. I feel terrible that I have been scammed. I will be invoking my credit card company on them. We will see if it works. Thank you all for the input about this scamming company.

• Review fromG. Denise G

  Date: 10/30/2022

  1 star
  Real shady.Ordered one small and then was charged for the first order and charged for another item that was way more expensive, and not what I wanted.I sent them a email stating that I had only ordered one item that supposedly fifty percent off, but received an additional order costing me an extra $116 dollars.I am upset and will be emailing them for a total refund and if that does not work I will be in touch.