Complaints

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.

• Initial Complaint

  Date:10/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a mudmixer for almost $4000. It arrived opened, damaged, and missing parts. *** advised be was going to have ***** send a label and pick up but later totally ignored the return and refuses to return Ive asked so many times to have this damaged item picked up to be refunded / exchanged and only to be threatened with return 15% restocking fees and shipping fees.Ive been very transparent with this business stating my sincere displeasure with the product especially it is a gift for my dad.I refuse to give this damaged and unusable item to my dad as it is a complete embarrassment.*** made it fully known that I am stuck with this damaged and unusable item and still refuses to take it back. I will not accept open, used and damaged goods from especially as its suppose to be a gift.*** also lied and misrepresented the return policy as the return policy clearly doesnt articulate or confirm the lies that *** is stating.Given the disservice that *** is giving me in this bad situation and the refusal to return / exchange this product, I powered it on for the First time yesterday, the product smoked up and does not work.I am so tired of going back and forth with *** and not getting anything resolved. The only thing I keep getting is BS, misrepresentation of policies and lies.Return policy attached take note if the ZERO restocking fees This is no fault of my own but the business rep *** continues to drag this out. He offered $200 and to replace the missing parts but I have not received any confirmation on either. At this point its a safely issue with the product smoking up and not ******. I dont want it and it is a fire hazard. Nor will I give this lemon to my dad in such embarrassing condition that cost me almost $4k

  Business Response

  Date: 10/21/2025

  We are very sorry to hear that this customers experience did not meet expectations especially since the product was intended as a gift. At Concrete Tools Direct, we take every concern seriously and always work toward a fair, documented resolution for both the customer and the manufacturer.
  
  Upon receiving notice of the customers concerns, our support and logistics teams immediately reviewed the shipment photos and communications. The original issue reported on October 8th involved a damaged shipping box and minor cosmetic blemishes. The customer later confirmed that the only missing components were the two black handle pieces. Replacement handles were promptly arranged, and our representative also offered a $200 goodwill refund to acknowledge the inconvenience.
  
  No functional or safety issues were reported during the first ten days following delivery. Nearly two weeks later, on October 18th, the customer informed us for the first time that the unit had smoked upon being powered on. Because this was a new claim different from prior correspondence, our team requested a short video and serial number photo to document the issue for manufacturer inspection the required first step for replacement or refund authorization. Unfortunately, this documentation was never provided.
  
  Throughout this process, we offered multiple fair solutions:
  
  - Replacement of the missing handle components
  - A $200 goodwill refund for cosmetic damage and inconvenience
  - A return option (with standard restocking and freight terms disclosed in our posted policy)
  
  At no point did we refuse assistance; we simply followed the proper verification procedures required by the manufacturer to ensure any refund or exchange was processed correctly.
  
  We regret that this situation has been frustrating and that our efforts to resolve it were not accepted. Concrete Tools Direct remains committed to standing behind every product we sell, and we will gladly reopen this case with the manufacturer if the customer provides the requested inspection materials so that a final determination can be made.
  
  We appreciate the opportunity to clarify the record and reaffirm our commitment to honest communication and responsible service.

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24037446
  
  I am rejecting this response because:

  seller lies and mis***resents policies. There is NO restocking fees.

  A return from ***** was offered and never allowed 

  The product was missing parts so and not fully functional. It was barely plugged in after to make sure it works. Seller never went thru the proper steps to educated me on what needed to be checked.
  

  this is unacceptable to have a $4k product that does not work and is a complete safely and fire hazard!

  asking for a video and a picture and not giving ample time for a ***ly and stating it a non compliant is a joke.

  this *** took days and weeks just for a ***ly. I dont even know who you are without any proper introduction or title. I just get a generic email from ***. 
  

  what a nightmare and a joke and you tell yourself you are making things right.

   

  just take this c*** if yours back or give me a new one and stop discounting the product you delivered damaged and broken. You could have caused a fire with this junk