ComplaintsforDirect Tools Factory Outlet
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order for 2 garden tools. They notified me that it would take up to 20 days to process my order and another 1-2 weeks for delivery. I chose to cancel my order. After multiple emails and replies, they still have not refunded my money for 12 days. They kept saying that it would be in my account within 24-48 hours. I still have not received it. They are the worst business to order from. It has taken weeks to receive previous orders. And they always come banged up and packaged poorly.Business response
07/05/2022
The payment was voided last week soon after the order was canceled. Unfortunately, It takes some time for it fall from the customer bank account. We have reached out to ***** ***** to let him know the process. Please let us know if you need anything else.Customer response
07/06/2022
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.
Regards,
***** *****Initial Complaint
06/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered (order # **********) on 5/9 and my Credit Card was immediately charged. It has been 7 weeks since I placed and paid for this item. The confirmation email said 15-20 business days. I have spoken to 2 customer sales representatives. • The first representative I spoke to, 5 weeks after placing the order, confirmed my item was being shipped out that day. It was not. • The second representative I spoke to on 6/23, confirmed the order had not been shipped or processed, despite seeing the item in stock. She did not know why, but said she would escalate this with the appropriate team internally, and promised to cc me on the email. She did not, and the order still shows as it did on day 1 in my order history. I am now sitting on hold for over two hours, trying to speak with a representative, for the 3rd time. My remaining wait time is 175 minutes and there is no longer an option to leave my number and receive a callback. I’ve sent emails multiple emails with only one receiving a reply. They said the order had been shipped and provided a tracking number that did not exist. When I pointed out the tracking number was incorrect, I never heard back. I’ve had promises made to me on the phone, none of which were kept. I want my item, and a refund or store credit. The lack of follow-up and complete disregard for a timely transaction is shocking.Business response
07/28/2022
I am sorry for the frustration and difficulties to reach us. We refunded your items on June 30 and sent you an items Free of Charge.Initial Complaint
06/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Not shipped Ordered 5/27 said it would be delivered 6-09 delayed e-mail said it would be shipped out per e-mail 6-16 but still has not called 7 times was on hold for 40 min then it hung on me this is after many times doing the call back sure enough not calls backBusiness response
07/28/2022
Sorry for the frustration. We issued a refund on 6/23. Might take up to 5 days for it to process.Initial Complaint
06/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed two orders on 5/30/22. One was for a single item to be delivered to my dad as a gift. It finally shipped on 6/6/22 and was delivered. The second order was placed at the same time, and included the same item I sent to my dad, as well as a couple other items for me. Both orders showed as processing after I placed them, and I received 2 separate order confirmation emails. Today, 6/21/22, I received and email stating that my second order had been placed, but not shipped. The order summary on the email and on the orders page of the site showed that the item I ordered 2 of in 2 separate orders had a quantity of 0. Direct Tools has had my order for over 3 weeks, while they’ve run multiple sales of the item I ordered. And now they’re telling me that they’re out of it, while people who placed orderes after me have gotten it. The whole reason I placed the orders, was to get that item.Business response
07/28/2022
Apologize for the frustration. Our warehouse was operating behind. It appears you were never charged for these items due to inventory not being confirmed.Initial Complaint
05/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a few different tools online for approximately $500. The original confirmation page said that ordered would take up to 5 business days to process, which changed at the end of 5 days to 8 days, and then 15 days and at the end of the 15 days, it now showed 20 business days to process. On top of that, my credit card was charged on 05/09 and which is not the norm, and should be have been charged when the items shipped. Essentially, Direct Tools has had a month long loan from me by charging my credit card and not shipping the product - while it may not seem like a lot, do this to a few thousand customers and they pad their wallets with interest free loans in the millions, very shady business practice.Business response
06/02/2022
Customer contacted us on 6/1/2022 and the complaint was resolved. 10% of cost and shipping was refunded and item is being expedited to customer. Customer is happy with resolutionInitial Complaint
05/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a tool on 2022-05-06 which should include a free electrostatic sprayer and electrostatic sprayer tank. In my order details, it now says "Unfortunately the free gift '***** 2 Liter Handheld Electrostatic Sprayer Tank' was removed from your cart as it is currently Out Of Stock." However, searching on their website reveals they actually do have it in stock and are selling it. I contacted them via email about this and asked to fix my order to include the item since it has not shipped. They have not responded. I wonder if they are telling everyone the sprayer tank is "out of stock" even when they are trying to sell it. I want them to send what was supposed to be included in my order.Business response
06/15/2022
Customer could not be contacted, so ***** sent customer replacement productsCustomer response
06/16/2022
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.Thank you for sending the missing items!
Regards,
******** ***Initial Complaint
05/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I am cancelling my order, but they refuse to cancel it. I ordered 2 items may 6 2022 to be shipped to me. They originally stated it would ship in 3 days, then 8 days. After 10 days, I notified them to cancel in writing via email. I followed up with 3 more emails on later dates. I also called customer service. Customer service said she will try to cancel and maybe the warehouse will send me an email that it was cancelled. I just got an email from warehouse stating it will ship June 2nd!!! 26 days after ordered! Why won't they cancel? Please helpBusiness response
05/31/2022
Customer was contacted the week of May 23rd to address this complaint. The order was cancelled as requested. Customer was happy with the resolutionCustomer response
05/31/2022
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.
Regards,
****** ********Initial Complaint
02/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered (Order number **********) a ***** 10 in sliding Miter Saw (factory reconditioned) from the Direct Tools Outlet.com web site on 1/14/2022, it was delivered by FedEx on 1/21/2022. When I took it out o the box to use for a project on 1/29/2022, I found that the saw head misaligned with the miter table. I contacted their support folks via email on 1/30/2022. Was finally told by email reply to call and talk with their tech support group on 2/2/2022 which I did on 2/3/2022. I was told there were no adjustments I could make to rectify the problem but that since I was outside a 7 day window since delivery, I would have to go to an "authorized repair center". I contacted the repair center only to be told that is would take 4-6 weeks to get the repair accomplished and that it may or may not be covered by warranty. Contacted the support center again and was told there was nothing that they could do. So now it appears I may be without the saw for a month and a half and may have to pay for the repair on top of the saw purchase. All I am looking for is for the company to stand behind the product that they sell and exchange for a properly working unit.Business response
02/04/2022
Customer was contacted to discuss the complaint. An order for a new ****** Table Saw has been placed. Order# *******.
Table saw will not be in stock at warehouse until the end of February. Customer is aware of this and accepts this resolution. Once instock, the saw will be shipped directly to the customer's address.
Customer response
02/07/2022
Just wanted to let you know that I received a call from Kris L******, Supervisor of Customer Support, Techtronic Industries Power Equipment, ***********************.com and they have volunteered to replace the defective tool. I can only assume that this offer is the result of your organization intervening on my behalf by forwarding my complaint to them. Much better outcome than the repeated, there is nothing that can be done answers that I was receiving.Thanks to your organization for your help in resolving this matter.Randall Gregg
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
50 total complaints in the last 3 years.
16 complaints closed in the last 12 months.