ComplaintsforDirect Tools Factory Outlet

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been waiting for over a month for my battery replacement. My order numbers are ******** ******** ******** *******, and ******** Every time I call, the representative tells me that the order was processed incorrectly and to place another one. Please ship my 4mAh and 6mAh replacements as soon as possible. I haven’t been able to cut my grass for over a month.

  Business response

  10/15/2024

  Hi. Thanks for speaking with us. Your battery orders are on the way to you.

  Customer response

  10/15/2024

  [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

  09/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been trying to order my products for over a month. I originally ordered a ***** *** and a ***** *** on 8/4/24. After waiting over a week without a shipment confirmation from Direct Tools, I reached out to customer support. I was told these items were in stock and would be shipping soon. I then called back after a couple of days as I still haven't received a shipping confirmation. I was told by customer support that Direct Tools cancelled my order, and they didn't plan on notifying me in any way. On 8/22/24, I tried ordering the same exact items to see if they figured their operations out. I waited over a week and again I never received a shipping confirmation. I talked to customer support again and I was told these items were in stock and would ship. I waited and these items never shipped with the order still in their system as "processing". I don't understand how a business operates, where I purchase an item that is in stock, and they never ship the item.

  Business response

  09/25/2024

  Thank you for speaking with us. all charges have been voided. 

  Customer response

  09/25/2024

  [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

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order yesterday evening (9/4) for an item, using the 30% off Wednesdays promotion as well as a coupon code that I received at that time for joining their text club. This made my total price $60.92. It was supposed to ship to me, arriving Friday 9/6-- just in time for me to use the tool to complete a project on Saturday. I woke up this morning to an email stating that they (Direct Tools) had declined my order out of caution, (as though it was a fraudulent order), and that they would NOT be charging my credit card nor fulfilling my order. The email suggested that if this was legitimate, I should go back to their website to place the order again, this time making sure my order details (phone number, address, name) match that of the cardholder. I then checked my credit card account -- I confirmed that the order details do, in fact, match that of my credit card account, and I also can see that the charge for $60.92 is pending for the Direct Tools purchase. So I then went to the Direct Tools webpage and tried to place the order again, as instructed. Since it's no longer Wednesday, the 30% off sale is no longer active. In addition, my coupon code is not working, because it says I already used it yesterday! This makes my total today $104.98 for the EXACT SAME ORDER as yesterday, which was $60.92. I replied to their email and said that I was not happy with that option. I explained that I can verify I am the cardholder by sending in a pic of my drivers license or my CC, or a screenshot of my CC Statement showing the pending charge. I want my order placed for the same price, and expedited shipping to ensure it arrives as promised, tomorrow. They responded that they can't do that. They offered to have mgmt make sure the charge is removed. I called and spoke to a mgr and was told the same thing. I've been a customer for 4yrs w/ multiple online orders, but NEVER again. Canceled my order just to increase the price by $45 the next day is NOT ACCEPTABLE

  Business response

  09/12/2024

  Hi. thank you for speaking with us. That has been posted back to your account. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a lawn mower and it didn't work, so I had to ship back to Direct Tools for a refund due to the size of the mower I had to purchase a box from *** ** for $56.28. I asked Direct Tools for reimbursement for the $56.28 and they refused. Had the mower they sold me worked I would not have needed to buy a box to return it.

  Business response

  09/13/2024

  Thank you for speaking with us. We will be sending a reimbursement check for the box. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have bought 1000s of $’s worth of tools from Direct Tools both in their stores and online without any problem until now. I usually buy several things every month but nothing since this occurred. This order was placed on 06/22/24 for $196.49. Order number ********** It was shipped by ***** a couple of days later and was delivered to someplace in Atlanta but not to me. Apparently, ***** picked up the package to try to deliver to me and after several emails it was obvious it was not going to get shipped to me and they send it back to the Direct Tools warehouse and there is a ***** record of it being delivered there. After many phone calls 10+ and after talking to Sarah and Rose at the next level of customer service i was told that there was another number associated with this now and it was supposed to be shipped out soon. I quit wasting my time calling about this 2 weeks ago and decided that there is no real connection between DTs customer service folks who were very nice and the people who manage the warehouse. It’s a shame because I buy lots of tools for myself, neighbors and family. I am doing this quietly without going to reviews because at this point I just want my $196.49 refunded or I will refute the charge on my Visa,

  Business response

  09/09/2024

  Hi. Thank you for speaking with us. We are shipping the missing item directly to you. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a chainsaw when the site had 40% off sale. After more than a week when it didn't ship, I email the company asking for an ETA and they replied that this will be 'sent to management'. After a month, I email again, and they now told me there was a error with my order and it was canceled, and if I still want it I need to re-order it at the current higher price. - It was indicated that the error was internal (not problem with my info/ payment etc) - All along this time the same product is still being sold - so it's not out of stock. - I asked repletely that they send me what I ordered at the agreed price but I was told this is not possible.

  Business response

  09/03/2024

  Hi. Thank you for speaking with us. As mentioned we will be doing a price match on this item for you. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have two issues to report against Direct Tools for possibly false advertising/making offers for products to entice purchases and then not honoring the original offer. I placed order number ********** on 06/14/24 for a ***** garage storage item which advertised and additional item would be included free with the purchase of the first item. Direct Tools shipped the first item but never shipped the free item that was advertised to also come with the order. I contacted Direct Tools customer support via their email on their website on i believe three occassions which they kept responding back with "they were looking into the issue" or something similar and the end result was no help and that I needed to actually call their customer support. I then called their customer support line on two occassions, both times after being transferred around to multiple operators, the end result was that my free items should have been shipped and that my complaint was being escalated to someone else that would help. I was told I would hear back soon on a resolution. As of the date of this email, there has been no resolution and no one has contacted me. It feels like they intentional make these special sale offers to entice purchases on their site with no intention of fullfilling the order. I also believe their customer support intentionally transfers complaints around and neglects a resolution so that the customer forgets or gives up on trying to get what they had actually ordered and paid for. My second complaint is similar. I placed order number ********** on 08/24/24 after a "free shipping" code was advertised on their site. I placed the order with the code which initially showed the free shipping applied, but when the order was submitted, the free shipping went away and $14.99 was charged instead. It appears to be intentional false advertising with the intent to have customers order more and pay more without ever realizing that shipping was actually charged.

  Business response

  09/04/2024

  Hi. Thank you for speaking with us. We will be shipping the missing parts directly to you. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order at directtoolsoutlet.com. Shortly after, I received an email saying my order was declined because unspecified information didn't match info they had on file, and to try to place the order again. I was declined on 5 different attempts before I gave up and decided to order from another company. Despite receiving the emails saying the orders were declined, my bank account was charged for all 5 attempted orders, for a total of around $1,200.00. When I called their help line this morning, I was told that they would not honor any of the orders. The woman I talked to claimed that she would forward my order information on to a manager to obtain a refund, which would take 7-10 days. I have no guarantee or assurance that this will actually happen. I have included a copy of 1 of the emails I received showing my order was declined. I have many more.

  Business response

  08/22/2024

  Hi. We have looked this over thoroughly and all transactions were voided. 

  Customer response

  08/23/2024

  [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

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/15, I purchased a leaf blower/battery combination from DTO (amongst other things), which I thought was a great deal. In the past, I had used DTO to buy other equipment as they have pretty good deals and have been fine to work with. I got shipping confirmation the following day, and all of my items had to be sent in a separate box, which was fine. I eventually received some of my items the following week (which were correct), but ended up receiving a belt sander/disc sander instead of the leaf blower that I had ordered. I reached out to DTO, and they had mentioned that they sent out the wrong item and would like me to send it back. Throughout this process, I had asked if there were ways that the process could be made more convenient for me, given that my work is difficult to take time off of, and this was a 40 lb machine that had to be shipped, and I didn't want to have to pay out of pocket for shipping supplies. I called on the phone, tried to talk to a supervisor, and was hung up on, and sent many emails to their support team without resolution. My primary request was that they provide a scheduled pickup of the item from my home so that I didn't need to take time off of work to go to a ***** (they weren't able to do this) or to provide a box for me to ship things in so i didnt have to pay for it myself (given this wasn't an error from my end) I eventually took time off of work to ship it back since they weren't willing to help with my requests. Once they received the item, they told me that they couldn't release my originally purchased item (the leaf blower) for 10 days because they had to process the return. So here I am, on 8/2/24, without the original item that I had ordered, and it will take another week or two before they can ship it out. The overall process has made me feel less inclined to use DTO in the future.

  Business response

  08/12/2024

  Hi.. we have reached out and left voicemail with a direct number to help resolve. Please reply when you can. We look forward to speaking with you.

  Business response

  08/12/2024

  Hi.. we have reached out and left voicemail with a direct number to help resolve. Please reply when you can. We look forward to speaking with you.

  Business response

  08/12/2024

  Hi.. we have reached out and left voicemail with a direct number to help resolve. Please reply when you can. We look forward to speaking with you.

  Customer response

  08/13/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  Direct Tools Outlet did reach out on Friday to me, I was on vacation. I tried reaching back out to them twice with no response (i left a voicemail). So there is no resolution to this, thus far. They may reach out to me again, but i didn't know how else to message them (regarding their previous message to me saying that they would like me to reach back out). Thank you!

  
  Regards,
  
  **** *********

  Customer response

  08/13/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  Direct Tools Outlet did reach out on Friday to me, I was on vacation. I tried reaching back out to them twice with no response (i left a voicemail). So there is no resolution to this, thus far. They may reach out to me again, but i didn't know how else to message them (regarding their previous message to me saying that they would like me to reach back out). Thank you!

  
  Regards,
  
  **** *********

  Customer response

  08/13/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  Direct Tools Outlet did reach out on Friday to me, I was on vacation. I tried reaching back out to them twice with no response (i left a voicemail). So there is no resolution to this, thus far. They may reach out to me again, but i didn't know how else to message them (regarding their previous message to me saying that they would like me to reach back out). Thank you!

  
  Regards,
  
  **** *********

  Business response

  08/22/2024

  Hi. We have continued to attempt to reach out.

  Business response

  08/22/2024

  Hi. We have continued to attempt to reach out.

  Business response

  08/22/2024

  Hi. We have continued to attempt to reach out.

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  I received a call from direct tools outlet a few weeks ago, they did not resolve my concerns.

  DTO informed me that they no longer have the item that i ordered in stock, could not get the item in stock, and weren't sure if they could honor the price that i had paid when it came in stock in the future (I believe they said that they could try if it was within 30 days of the call, but it wasn't entirely clear to me).

  Overall, I am unsatisfied from the business' response, as I had ordered an item for a really good price, was sent the wrong item, had to go through many steps to get the item back to the company that cost me valuable time at work, am now being told that they can't send me the item that i ordered, and are unable to offer any alternative items for prorated prices based on their errors, or offer some type of savings as a good faith effort to keep me as a customer. This is about 1.5 months after I had placed this order, as well, which . I understand that these types of errors can happen from a business' perspective, but the customer service offered after the error has been lackluster and leaves me to feeling as though I don't want to continue buying from DTO in the future.
  
  Regards,
  
  **** *********

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  I received a call from direct tools outlet a few weeks ago, they did not resolve my concerns.

  DTO informed me that they no longer have the item that i ordered in stock, could not get the item in stock, and weren't sure if they could honor the price that i had paid when it came in stock in the future (I believe they said that they could try if it was within 30 days of the call, but it wasn't entirely clear to me).

  Overall, I am unsatisfied from the business' response, as I had ordered an item for a really good price, was sent the wrong item, had to go through many steps to get the item back to the company that cost me valuable time at work, am now being told that they can't send me the item that i ordered, and are unable to offer any alternative items for prorated prices based on their errors, or offer some type of savings as a good faith effort to keep me as a customer. This is about 1.5 months after I had placed this order, as well, which . I understand that these types of errors can happen from a business' perspective, but the customer service offered after the error has been lackluster and leaves me to feeling as though I don't want to continue buying from DTO in the future.
  
  Regards,
  
  **** *********

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  I received a call from direct tools outlet a few weeks ago, they did not resolve my concerns.

  DTO informed me that they no longer have the item that i ordered in stock, could not get the item in stock, and weren't sure if they could honor the price that i had paid when it came in stock in the future (I believe they said that they could try if it was within 30 days of the call, but it wasn't entirely clear to me).

  Overall, I am unsatisfied from the business' response, as I had ordered an item for a really good price, was sent the wrong item, had to go through many steps to get the item back to the company that cost me valuable time at work, am now being told that they can't send me the item that i ordered, and are unable to offer any alternative items for prorated prices based on their errors, or offer some type of savings as a good faith effort to keep me as a customer. This is about 1.5 months after I had placed this order, as well, which . I understand that these types of errors can happen from a business' perspective, but the customer service offered after the error has been lackluster and leaves me to feeling as though I don't want to continue buying from DTO in the future.
  
  Regards,
  
  **** *********

  Business response

  09/03/2024

  We show the refund was sent and you should have received it. 

  Business response

  09/03/2024

  We show the refund was sent and you should have received it. 

  Business response

  09/03/2024

  We show the refund was sent and you should have received it. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 26, I purchased several items from Direct Tools Outlet during a sale. All items were confirmed. Most items were delivered but one item was not. I spent hours calling and emailing over the last month trying to find out what had happened, only to be told that my concerns have been escalated to management and that I would hear back from them. After a month of receiving the same message with no update from management, I was told that my order was cancelled with no explanation as to why. The same tool is being sold at a higher price and the only thing they offered me was to buy the higher priced version of the tool at the list price. No other remedy has been offered and they only have offered "apologies" without explanations.

  Business response

  08/07/2024

  Hi. We are looking forward to helping resolve this. We have reached out by phone and email. Please reach back out by either means. 

*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. ↩