ComplaintsforCornwell Quality Tools Company
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Complaint Details
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Initial Complaint
02/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased some cornwell long gear wrenches. They are covered under warranty. They keep braking. The wrenches have been discontinued so can no long be replaced. I was told by my dealer zac I can not get a refund. They are superseded to a new part number that is on back order with no eta. I'm stuck now with wrenches that cant be fixed, refunded or replaced.Business response
02/23/2023
Without part numbers, it is not possible to assist this party.
He purchased the tools from an independently owned and operated franchisee. He would have to seek refund from that franchisee.
Complainant has the option to send broken tools, freight prepaid, to **************************************************************************. Returns Department will evaluate, advise, and potentially replace items if determined to be within warranty period.
Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a tool box with hutch, after two weeks of ownership, it's started to rust, draws are sticking and pieces are falling off, the hutch rollers are coming apart and the hutch door doesn't close right causing the metal to bend and cause damage, and the draws don't lock when switch is in lock position it push the draws out. I file a complaint with them and all I got in response is to call cornwell tech creditBusiness response
11/27/2022
The end user must contact independently owned and operated franchisee dealer who sold tool storage to this person originally. Franchisee will contact Cornwell to discuss and resolve issue.Customer response
11/28/2022
I am rejecting this response because:
I am no longer in that franchise district any more and the tool storage box is in my garage. No one will come to my house and take the warrentyInitial Complaint
08/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Over the course of the last 2ish years I’ve purchased about $8-10,000 worth of tools from Cornwell tools. I’ve done this through their tech credit program and mostly all has been ok. Our dealer recently relocated so I’m not able to purchase or warranty any new or broken tools. I called their tech credit line about lowering my APR from 19.99% to 9.99%. They’ve told me the only way to do so is to buy another $2,000 worth of tools. However, the only way I can buy tools is through a dealer and they’ve failed to provide our area with a new one since our last one moved. I have a credit account through Cornwell tools with a balance of $7,000 and and available credit of about $5,000. They’re telling me I cannot purchase tools on their website of from another dealer in the area. Basically forcing me to keep paying the 19.9% apr. I’ve tried handing this with their credit dept and they told me there’s nothing I can do other than spend $2,000 more to lower it. I feel this is very shady business. I’ve paid my $234 monthly bill on time every month for the last 2 years. Never had a missed payment or late payment.Business response
09/02/2022
Cornwell's end user finance department will call borrower to advise that we will change interest rate to 9.99%.Customer response
09/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
12/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a whole lot of tools from Cornwell thru Cornwell Frachise REP JP . Out of the thousand of dollars we spent one of the tool probably the cheapest thing we bought stopped working within 4 months of buying it, I asked JP to replace it, he told me all i have to do is replace batt and reset tool, I did all that, still didnt work. I told JP and his SV in the area multiple times that this tool need to be exchanged in warranty or refunded, at first my REP stop answering calls and messages. His SV told me he cant do anything because supposedly the tool is on backorder. CORNWELL tools is losing business for sure. Why do yoou guys guarantee and warranty stuff ? Such bad company practices and cusotmer service. AWFUL expereience.Business response
01/03/2022
End user appears to have purchased tool from an independently owned and operated franchisee. There is no actionable information to help this person. They would need to supply part number and name of franchisee before we could start to address issue. Supply chain delays have caused out of stock situations for protracted periods of time. Please provide additional information.Initial Complaint
07/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a toolbox from cornwell tools on January 21st 2021 and got a hutch that goes on top of it. The slides in my toolbox are sticky, it locks by itself, I have problems opening the drawers sometimes, and the drawers dont lock when I do lock it, and the bearing in the hutch are falling out. I have told my cornwell dealer and contacted cornwell and heard nothing back about it twice.Business response
07/06/2021
Please advise name of dealer who is providing service. We will then contact dealer to follow-up on complaint.
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.