The Tool Nut

ToolNut gets one star for promptly processing and shipping the order but that’s it. The problems with the order began after it was shipped when UPS lost or mis-delivered one of the four cartons in the order. UPS did not accept responsibility for the lost or mis-delivered carton, which is expected from them, but the problem is that ToolNut did nothing to correct the problem. Instead of shipping a replacement tool, ToolNut expected me to wait for UPS to conduct an investigation for however long that would take which was not acceptable to me as I had paid for and expected the tool delivered in a timely manner. Additionally, when I tried to get an update on the status of the missing carton, ToolNut Customer Service stopped responding to emails of voice mails. So to protect myself, I disputed the charge with the credit card company and requested an RMA from ToolNut to return the three of the unopened cartons that were delivered. ToolNut was responsive and the three cartons were picked up by UPS and returned. That was almost two weeks ago and I still have not seen the refund. Fortunately, I still have the dispute process with the credit card company. So this has been going on for three weeks now and I don’t have the tools and the money is tied up in a a credit card dispute. Bottom line is that if everything works as planned then ToolNut is probably an okay company to do business with. However, if anything goes wrong with the order or shipment then customer service doesn’t seem to have ability to take any corrective action. Additionally, the customer service hours are limited: Monday - Friday, 9:00 - 3:00 EDT which doesn’t work very well for west coast. So it’s my perception they are not going to spend a lot of energy to make sure that you get what you are paying for in a timely manner and when provided feedback that could positively affect the customer service was told by their customer service representative “we’re not Amazon”. So, no, I wouldn’t do business with them.

Update: its been a week since I wrote the review above and the saga continues. Although ToolNut has 3 of the four unopened cartons in their possession, they continue to drag their feet and do everything they can to hold up the credit card dispute process which essentially means that your money is tied up.

I have no idea on the status of the missing carton but that's between ToolNut and UPS. Bottom line is this company has the worst customer service I have ever experienced. There are other companies that offer the same prices and services and I cannot imagine any of them have Customer Service as bad as this. DO NOT DO USE THEM.

Review: To whom may concern On 11-**-2013 I order festool from tool nut order number [redacted]. I have never receive a package. I was not present at the shipping address [redacted]on the date that delivery. I have talked with [redacted] and [redacted] at the tool nut. [redacted] told me that he will investigate this matter for me but since more than 6 month email back and forward gave me all the excuse that wait for [redacted] answer and his [redacted] not in.I paid in full and I did not receive my tool. Please help me.Thank[redacted] ###-###-####Desired Settlement: I was not happy with the tool nut the way they run business and customer service

Review: An order was placed on 10-**-2014 through the website [redacted], the supplier was a company called toolnut. The Tool Nut company advertised a RollAir air compressor for $469.00 which included free shipping within 7 business days using the carrier [redacted]. On the last day of expected arrival, I called the toolnut main office to inquire as to where the compressor was in transit because I also did not recieve a tracking number from them. The [redacted] let me know that the package was more weight than expected and it had not even left the their warehouse. I said OK, please do what you can to expedite the air compressor as it is needed asap. They assured me that was not a problem. 7 more days passed before package delivery. When it arrived I inspected the package to find that it was excessively damaged and I had the carrier wait while I performed an inspection. There were more than 5 major components broken, bent or missing. I refused delivery and had [redacted] send it back to the supplier. When I called the ToolNut to resolve the issue I was met with harsh language, elevated voices and disrespect. I even gave the [redacted] multiple different positive solutions to fix the situation as I know things go sour at times. He said he was totally done with the situation, the compressor, me and anything to do with it. I have never had anyone be that rude to me, especially a customer [redacted]. I told them they were in breach of contract by not sending what they had already charged my credit card for but they just hung up the phone.Desired Settlement: I called [redacted] customer complaint line and they just told me to fill out the complaint form, which I have done. I asked the people at [redacted] what their follow up process is on suppliers who miss treat people like the toolnut has done to me. They said there is none. So I am asking the Revdex.com to remove the toolnut from [redacted]'s website as they are not capable of following through with the written contract that [redacted] requires as a supplier. They are mis-treating customers and not willing to follow through with their advertised promises. I also know if if no one says anything, nothing will change. Someone else is going to have the same nightmare I been dealing with for three weeks. Thanks for anything you can do..