ComplaintsforDirect Tools Factory Outlet
Electric Tools
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Complaint Details
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Initial Complaint
04/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Extremely disorganized return department and frustrating replacement experience. I bought a pressure washer with order *********** in February, only to receive it damaged and with missing parts. Despite returning it promptly for a replacement, the return was never processed by their department. Following numerous calls, almost daily, throughout March, they finally acknowledged the return manually and assured me a replacement would be sent under order *********** However, the replacement never shipped. Each time I contacted them, they either advised me to wait longer or promised escalation to management/warehouse, yet nothing came of it. This entire ordeal has been immensely aggravating.Business response
04/18/2024
Hi a refund check is being processed and sent directly to you.Customer response
04/21/2024
[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,
*** ****Initial Complaint
02/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had ordered a scrubber and saw the attachments in the scrolling on their webpage. I also ordered those accessories. When they arrived, they would not fit. I called the company and explained that the accessories listed with the scrubber on their site were misleading and I needed to return them. They agreed and sent me a shipping label. I sent the parts back, and they arrived on the 12th of February at 10:30 am. I called and asked about the refund many times, including the 10th day of their policy (7-10 days to refund). I called that 10th day and was told it was being escalated. I emailed later that day and asked about it again, no reply. I called again on the 27th and was told that they couldn't do anything and that their "finance team" needed to investigate it. I explained that I had spent more time on this and that $20.00 was worth it, but this is the principle. I told them they take the money out quickly, so why can't they put it back similarly? She couldn't explain. They have an A+ rating but few stars on the BBB site. I don't understand that either. I will no longer buy from Direct Tools Outlet (online) after this poor experience.Business response
03/07/2024
Thank you for taking the time to speak with us. As mentioned a reimbursement check was sent out to you.Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
First of all they sent sent me two items instead of one due to the fact their website said the first order couldn't be processed. I tried again. Hence two. I contacted them about the two items on my credit card and they said they only processed one and the other would drop off my credit card that never happened they shipped both. That's why I sent one back. Was told I would have a refund within 5 to 10 business days after item was received. The item was received on Feb. 5th. according to fed ex. Stil no refund. When I inquired now they are saying 14 business days. Hopefully, they are not doing this to collect restocking fees , which are 20%. Any help in this matter would be highly appreciated. Thanks *******Customer response
02/23/2024
They sent me my refund today. Thank you for your help. *******Initial Complaint
01/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered numerous products on December 30, 2023 (order #**********) When placing the order they stated that products ship within 3 to 5 business days. It's now been ten days and the order status is still shown to be pending presumably meaning that it hasn't even shipped yet. I need these products for the work I am doing. I've now been on hold over the phone for over 15 minutes while I've been writing this complaint but will hang up soon if nobody picks up......... It's now been over 25 minutes and I've still not talked to a human but heard plenty of elevator music. This company is understaffed as they can't answer phones or ship their customer's products promptly. I'm hanging up now hoping that the BBB will have better luck with these folks than I did.Business response
01/12/2024
Hi thank you for taking the time to speak with us. As indicated the order is on the way and tracking has been provided. Please reach back with any other questions.Initial Complaint
09/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a ***** 40 volt Pressure Washer *********** from Direct Tools Outlet online on August 22, 2023. I received the delivery 7 days later on Tuesday August 29th and noticed that the box was damaged but didn't think anything of it at the time. When I used the pressure washer for the first time that weekend, I discovered it performed poorly, with less-than-impressive pressure. The following weekend I decided to try it again, this time on our windows and was similarly unimpressed so I decided to return it. On Monday, September 11th I called Direct Tools Outlet and discovered, for the first time, that their return policy is extremely restrictive as they only accept returns within *7 days of delivery*, and the associate told me I would have to contact ***** directly. I called ***** at the phone number the associate provided (800 ********) which apparently is the number for Ridgid Tools. I then called ***** at 800 ******** where I was placed on a lengthy hold so I decided to use their automated "call back" option by leaving my phone number. No one ever called me back. Finally today, September 13th, I called the same number but again they didn't answer, and I finally gave up after 35 minutes on hold. I've purchased and owned many ***** power tools however this was my first purchase at Direct Tools Outlet and obviously, this has been a very poor experience with both the ***** brand and Direct Tools Outlet, especially their 7-Day Return Policy, which is not disclosed during the purchase process. I would like a refund and am happy to send the pressure washer back so they can see for themselves how poorly it performs. Thank you.Business response
10/17/2023
We are sorry for the frustration you have encountered. We have processed your refund of $164.98. You should already have seen it in your account. Please let us know if we can help with anything else.Initial Complaint
08/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a ***** pressure washer and it was delivered with the handle broken in the box. I’ve contacted customer service through email twice already and called several times waiting on hold for 30+ minutes. Requested to get a call back when they were available and have yet to receive a call. I simply want to return the item that was shipped broken and get a full refund but I cannot get in contact with anyone for several days now. I’d ask for a replacement but do not want that option if customer service is going to be completely unresponsive.Business response
08/13/2023
Sorry for the frustration with this process. You have recieved your full refund back and we have gotten the unit back. Please let us know if we can help with anything else.Customer response
08/22/2023
Company got back to me and gave me full refund for product and return. Complaint is resolved. Thank youInitial Complaint
08/01/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 6/7/23 I ordered a pressure washer for a time sensitive project. I also added a $9.99 multi-function nozzle to the order only because it would ship free to me by riding along with the pressure washer shipment. When the pressure washer arrived on 6/12, it was damaged because it had been shipped in a large box with no protective packing material to prevent its movement during shipping. (The pressure washer is fully assembled, weighs 30lbs, and has wheels.) The pressure washer shifted during shipping and crushed its own electrical plug. I called DTFO to report the problem on 6/14. DTFO advised that it was a safety issue requiring the return of the item. Additionally, they had no replacements in stock, so they could not replace the pressure washer. I asked specifically if the pressure washer purchase price AND shipping would be refunded (due to DTFO's poor packaging) They confirmed it would. They asked if I would like to keep or return the multi-function nozzle. I opted to keep it as it was not damaged. Prior to shipping the pressure washer back to DTFO, I received an email detailing the refund amount that I would receive upon their receipt of the pressure washer: $134.21 I confirmed that this email listed the refund exactly as we had discussed, so I shipped the pressure washer back. FedEx tracking showed the item arrived to DTFO on 6/20. 15 days passed and no refund appeared on my CC. I called DTFO on 7/5 and inquired. The agent indicated they would email the accounting department. Two days later a refund appeared, but it was $15.49 less than the return confirmation email had indicated. On 7/10 I called DTFO and waited on hold, giving up after 40+ minutes. I called again on 7/11 and waited on hold another 40+ minutes, finally reaching an agent. I explained the situation and they understood and promised to email their supervisor to resolve the issue. I've not heard or received anything.Business response
08/13/2023
We have process the proper refund for this customer. Sorry for your frustrations and please let us know if we can help you in the future.Business response
08/21/2023
Thanks you for letting us know. We have refunded the rest of the purchase. It was processed on 8/16, so it should be appearing soon on your account. Thank you for your patience.Customer response
08/23/2023
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that Direct Tool Factory Outlet has finally refunded the amount that they promised to refund 70 days ago.I find it unacceptable that it took 5 separate efforts including 2 with the BBB over the course of 70 days in order to get DTFO to follow through on the refund they agreed to provide.
A company with this sort of track record is not worthy of a BBB A+ rating and needs to be held accountable to identify and correct the failures within their operations which led to the unacceptable response I encountered. A quick read through the list of complaints shows that this company has a track record of not being proactive until after the BBB is involved. How many customers never involve the BBB and give up because its just not worth their time?
Regards,
***** *********Initial Complaint
07/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed this order 1 month ago. I received all of the items except "***** 40V HP Brushless 2-Tool Combo Kit **********". I have called every week since ordering and I am told that they will place a new order and the item will be shipped within a week. I have been told this each time I call, but I still have not received the missing item. The agents have verified the item is in stock and the original shipment was not delivered by FedEx due to an issue with the shipping label. Please ship the "***** 40V HP Brushless 2-Tool Combo Kit **********" that I paid for one month ago. Thank you. ORDER NUMBER: ********** ORDER DATE: 2023-06-26 ORDER AMOUNT: $521.61 STATUS: Processing.Business response
08/03/2023
We have been in touch with the customer and placed an order to replace the unit. Sorry for the frustration and thank you for your business. Please let us know if we can help with anything else in the future.Initial Complaint
07/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a ***** lopper from this company. They sent the item without the motor/head unit. They asked me to return it and I did. I waited a week and got no response from them. I called and ask for a refund. I waited another week. No response. I called again and requested my money back. Now it is 8 days later and still no refund. Order # ********** Order date-6-24-2023Business response
08/08/2023
Sorry for the frustration. The refund has been processed and you should see it on your side. Please let us know if there are any other questions.Customer response
08/08/2023
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,
******** ******Initial Complaint
06/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a ***** *** *** ****** Leaf Vacuum/Mulcher (order #**********) on 6/22/23. I was charged $117.65. I received a 4.75 *** *** *** ***, which, according to the packing slip on the box was supposed to go to a customer in Ohio. I have emailed twice with all of the details - no reply. I called on 6/28 and after waiting on hold for 1/2 hour left a phone number for a call back; never received one.Business response
07/12/2023
*****, Thank you for speaking with us last week. We are returning the item that you received by mistake and you will be seeing the item you ordered soon. Thank you for your patience.
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Customer Complaints Summary
41 total complaints in the last 3 years.
16 complaints closed in the last 12 months.