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Business Profile

Hand Tools

Tool Mart Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hand Tools.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/25/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered items on Toolmart website paid for 2 day shipping January 16, 2025 at approximately 1:00 pm my items did not ship until the next day and didnt receive my package until Tuesday 21 2025. The add I purchased from on the website said same day shipping. I finally received my package and opened four of the packages which were supposed to include a head cap and gasket in each package but none of them contained the gasket needed for reassembly of my nail gun. I have been in contact with toolmart which they never answer their phone all throughout the day so I sent emails about the issue, I guess they dont believe me about the gasket issue because instead of just looking at one of their stock items in the store they would see my issue right away. Needless to say it has been a real nightmare dealing with the issue and paying extra for 2 day shipping and here it is Saturday the 25 2025 and no results after talking to them Friday afternoon telling me they would have a resolution by the end of the day, never heard back, I guess I will try to order the gaskets through ****** where at least I can get customer service!!!

    Business Response

    Date: 01/30/2025

    To Whom it May Concern,
    This response is regarding order TM-051275.
    We do our best to fulfill all orders in a timely manner, but orders placed in the afternoon might not get processed until the following day. Unfortunately, this order was placed around 1pm, and by the time it clears our system to ship, it might be too late to ship same day. Depending on which carrier, their pick-up time varies slightly daily. Secondly, we acknowledge we had some inventory that was missing the gasket, we import thousands of SKUs, and this is an honest mistake. We have checked our inventory and have corrected it by adding the missing gasket on the pieces missing the gasket.
    Furthermore, we have replaced the missing gasket to the customer, please see proof of delivery on 1/29/25.
    We have called and left voicemail to customer, with replacement package detail tracking information.

    Thank you for your understanding

  • Initial Complaint

    Date:01/03/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After shopping for my business I found a product needed to protect a very expensive tool of mine, everything was legit on the website until the very end. after making an account entering all my information and selecting the purchase the website started setting off my anti-virus notices. the website went white and now I can't re-enter the site. after calling calling the company to seek questions and to possible cancel my order I get nothing but a empty phone call, no email return. my bank has now canceled my account and will have to go through getting a new card and change all my accounts over to new numbers.

    Business Response

    Date: 01/03/2025

    Hello,

     

    To whom it may concern the CX placed a order on 01/03/25. He emailed us the same day stating he would like to cancel the order. Our email cue system is responded to within 24 - 48 hours from the delivery of an email. We have numerous purchases that are placed and no one has called or emailed to inform us of any issue the CX is reporting. As per the CX request a refund is being issued and should be reflected back into his account with 2 - 3 business days. If any additional information is required please let us know and we will gladly assist.

     

    Best Regards,

    ***** ******

  • Initial Complaint

    Date:12/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.


    Better Business Bureau:

    My apologies. I thought it said Toolmarty. Not Tool Mart, Inc. 

     


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *******************************

     


    lled company. This is after I have called and emailed this company 4 times (4 phone calls and 4 emails). I'm done being patient. I want my $740.00 credited back to my PayPal credit account. I have provided screenshots of merchants contact info via their website, email attempts, and payment to them for the workbench. I just want my money back and to never order from this so called company again.

    Business Response

    Date: 12/01/2023

    Hello,

    to whom this may concern, the customer has unfortunately open this dispute with the wrong company. If you review image Screenshot_20231124_124958_Samsung Internet.jpg, the company she has placed the order with appears to be with a company called " Toolmarty". We are actually called "Toolmarts". She will need to reopen this dispute with the actual company called "Toolmarty". Please let us know if we can further assist in this matter.


  • Initial Complaint

    Date:08/02/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I still would like my information/account removed from their systems.

    Regards,

    ***************************

     

    Business Response

    Date: 08/04/2023

    To whom is *** concern,

    we have looked into the issue and what this appears to be is that our IT were doing an internal upgrade in the system and the information provided in the picture was a glitch in our system. We have since finished our updates and this should no longer be an issue. We apologize for any inconvenience this *** have caused.

     

    Toolmart Inc

  • Initial Complaint

    Date:04/25/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    BEWARE- ************ seems fake! Placed an order through site "*********.com" on April 13, received a text confirmation with an order number and my credit card was charged. Have not received any communication since (it is now April 25). I have called the phone # repeatedly with no answer, as well as left several messages with no response. I went back to the site to check the status using the "order number" and it shows no orders have been placed, keep in mind my credit card has been charged! After doing some online research, realized the site "toolmarts.com" is the same "company" as the phone number is the same/site looks like same except different company name. Overall, seems to me I was scammed and I will be filing a fraudulent report with my credit card company as well.

    Business Response

    Date: 04/25/2023

    Customer requested a status update via emailed on 4/25/2023. Customer was informed that items where on back order with the manufacture. Customer requested cancellation and a refund and a refund was issued on 4/25/2023 as per customers request.

Tool Mart Inc is NOT a BBB Accredited Business.

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