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:05/15/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  I purchased a mill (G0731) from Eastwood that they had advertised for ******* on 5/8/25. On 5/14/25 I received an email for tracking with Dayton Freight that number is *********. I noticed that the shipment weight was 345 pounds and the mill weight was supposed to be ********************************************************************** 1 crate and that it was being shipped in 2 crates. So I emailed both Grizzly and Eastwood and they came to the conclusion thst there was something wrong with the shipment. I received an email 5/14/25 stating that the mill being shipped was wrong (G0704) and that I should refuse delivery, I asked Eastwood to exchange for the correct mill and they refused stating the ad was incorrectly listed and priced. Problem i have with this is I paid for a product that they had listed for over a week on both ****** and their website and they billed and invoiced and claimed to have shipped the G0731 but instead shipped a G0704. Totally different class of milling machine. I find this to be highly unacceptable, and deceptive. Im not looking for a refund. im looking to get what was legitimatly advertised on their website and what seemed to be a true ad for the G0731. I not only purchased the G0731 mill but I also took time to set up my garage and money out of my pocket to purchase a lift to move the mill. I feel that Eastwood should make this right and ship what was advertised.

• Initial Complaint

  Date:11/07/2024

  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.

  We purchased 8 MP200i welders from Lowes on 5/23/2024 for $7176.00 total ($897.00 each)1 of the 8 was having issues while on a job. It blew the main breaker on the ****** Bobcat that is mounted to a service truck when it was turned on. The tech tested it on 3 other outlets inside our shop and it blew the panels breaker every time.We had one of our guys call Eastwood on 11/6/2024 and he spoke with ***** who told him they will need to replace the unit. She then came back and said that her boss told her they will not replace the unit due to it being purchased from Lowes and not through them. ***** stated they do not warranty welders from Lowes and only welders purchased through Eastwood despite the advertisement showing a 3 year MANUFACTURERS warranty (attatched.)

  Business Response

  Date: 11/19/2024

  We explained that ****** is the company they purchased the units from, and it is the r3esponsibility of ****** to issue the *** (Return to Vendor) request before we can issue the replacement. This is due to the contract we as vendor has signed with *****, a merchant. 

  The customer mentioned they spoke with ****** multiple times and explained the issue however the ****** associates were not helpful. Eastwood also explained the above to the employee on the phone and that despite the terms we have with ****** we would make the one time exception, provided he submit proof of purchase. 

  We emailed the customer multiple times seeking a follow up regarding the invoice request. 

  In summary, the fault lies with ****** not following their procedure for issuing the *** which we are request before processing any claims. This is due to the contact we have signed with ****** to sell THEM our products that ****** then sells to the customers. Given that, we still made the decision that once an invoice was provided as proof of purchase we would bypass the contract with ****** to assist the customer in this situation. No response has been received from the customer(please see attachments with emails to the customer and no response)

  We do not sell to the customers directly and any complaints regarding the care of the sale after the fact needs to be taken up with the merchant the customer purchased from. 

   

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  I ordered an item that was guaranteed delivery by a certain day (before Christmas), I paid shipping on this item, and it was not delivered for 3 days after Christmas. I was also suppose to get $10 off for being a new customer and they did not do that. I want my shipping and $10 back. This company just keeps sending messages saying they are working on it...for the last two weeks, so it is apparent that they will not be fixing this.

  Customer Answer

  Date: 01/16/2024

  This acreenshot shows the guaranteed date of 12-23 at rhe bottom right corner which was the moment I ordered this but yet didn't receive for 3 days after that and had no gift for my son on Christmas. 

  Business Response

  Date: 01/19/2024

  Good Morning, 

  In reviewing the customer's order here are the details:

  - the order was originally placed on 12-15-2023 at 9pm

  - the order was shipped 12-15-2023 at 1030am

  Unfortunately *** had delays with shipping which led to the late shipment.

  We understand the customers frustrations and apologise for any inconvenience however we cannot be held responsible for the delays of shipper which is beyond our control

  Customer Answer

  Date: 01/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  The business is doing shady business practices.  They are telling people that the guarantee delivery by a specific day just to get people to order from them when they know it will not arrive on that date. I would have never ordered from them without this guarantee. I paid for shipping to get this by a specific date, i did not get the product by the guranteed date therefore they need to refund this. I can not even believe that a company would try to not refund ahipping at bare minimum.  Absolutle horroble customer service. All they do is send out generic messages saying they are sorry and working on it yet they do nothing. There are tons of people who had the same issue and have complained which tells me this isn't a shipping issue but more less a lie this company is telling people in order to get their business. I want all shipping refunded along with the new customer discount that they lied about also. I've attached comments from them showing they have had a ton of the same issues from others and all they kept responding with is "we are sorry we are working through a lot of messages".  
  
  
  Regards,
  ****** ****

• Initial Complaint

  Date:07/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Date of Transaction is 06/14/2023 Amout of Transactions is ******* SO-******** (Order Number)Hello my name is ********************* and I placed an order with Eastwood for two Leather seats for the amount above which also included insurance for shipping. I have yet to receive any of my order and its almost a month. I received an email stating that one (1 of 2 ) of my items had been delivered to my front door which I have yet to receive. My order also required a signature because of its high price value so Im unaware on why it would be delivered to my door, which is an apartment complex with out a signature to begin with. I also received an email stated that my other item should be delivered within 30 because its on back order which is understandable. Ive called Eastwood multiple times about 7/8 to be exact and they keep stating they will get back to me and never have. They also informed me to contact a 3rd party vendor which I did and they referred me back to Eastwood whom I placed my order with. Id like to be refunded for my missing items since I purchased insurance , and the back ordered item Ill wait to receive if its delivered in the proper manner . I shouldnt have to wait for them to file a claim because that was the purpose of me purchasing insurance A claim should be for their reference only. Ill upload all the proof of purchase and emails regarding my order. Thanks !

  Business Response

  Date: 07/12/2023

  Good Morning *****,
  We apologise for any inconvenience and for our confusion. We have been in contact with you since July 6th when you initially reached out stating you had not received your order. 

  As the items ordered shipped directly from the manufacturer we needed to contact them to further information regarding the shipping for your order. We reached out to them the same day you called in (Last Thursday, July 6th) and did not receive a response back from them until yesterday (unfortunately we cannot control the response time for another company). 

  Per the vendor and tracking, part of your order did ship and showed as delivered and the remainder of your order was out of stock. On July 10th, per a phone call, you told a representative you wish for BOTH items to be refunded. We immediately reached out to the vendor to have that request fulfilled. Then the following day via email we were told you now wished for the item which shipped to be refunded and you will wait for the backordered item to return to stock. Due to the change in request we reached back out to you for confirmation on what you would like done. This morning you confirmed that yes you would like a refund for the item which was most likely misdelivered or stolen and to keep the remainder of your order backordered.

  We are now issuing that refund as we have received your final decision on what you would like regarding this situation as we stated in our email to you earlier today. 

  Regarding the signature requested - yes a signature was requested and in this case it appears the delivery driver did not do as requested. Unfortunately we cannot assist with that, we did file a complaint to *** with the claim we filed because the driver did not do as restricted. 

  Customer Answer

  Date: 07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************