Hand Tools
Tool Mart IncThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Hand Tools.
Complaints
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
01/25/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered items on Toolmart website paid for 2 day shipping January 16, 2025 at approximately 1:00 pm my items did not ship until the next day and didnt receive my package until Tuesday 21 2025. The add I purchased from on the website said same day shipping. I finally received my package and opened four of the packages which were supposed to include a head cap and gasket in each package but none of them contained the gasket needed for reassembly of my nail gun. I have been in contact with toolmart which they never answer their phone all throughout the day so I sent emails about the issue, I guess they dont believe me about the gasket issue because instead of just looking at one of their stock items in the store they would see my issue right away. Needless to say it has been a real nightmare dealing with the issue and paying extra for 2 day shipping and here it is Saturday the 25 2025 and no results after talking to them Friday afternoon telling me they would have a resolution by the end of the day, never heard back, I guess I will try to order the gaskets through ****** where at least I can get customer service!!!Business response
01/30/2025
To Whom it May Concern,
This response is regarding order TM-051275.
We do our best to fulfill all orders in a timely manner, but orders placed in the afternoon might not get processed until the following day. Unfortunately, this order was placed around 1pm, and by the time it clears our system to ship, it might be too late to ship same day. Depending on which carrier, their pick-up time varies slightly daily. Secondly, we acknowledge we had some inventory that was missing the gasket, we import thousands of SKUs, and this is an honest mistake. We have checked our inventory and have corrected it by adding the missing gasket on the pieces missing the gasket.
Furthermore, we have replaced the missing gasket to the customer, please see proof of delivery on 1/29/25.
We have called and left voicemail to customer, with replacement package detail tracking information.
Thank you for your understandingInitial Complaint
01/03/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
After shopping for my business I found a product needed to protect a very expensive tool of mine, everything was legit on the website until the very end. after making an account entering all my information and selecting the purchase the website started setting off my anti-virus notices. the website went white and now I can't re-enter the site. after calling calling the company to seek questions and to possible cancel my order I get nothing but a empty phone call, no email return. my bank has now canceled my account and will have to go through getting a new card and change all my accounts over to new numbers.Business response
01/03/2025
Hello,
To whom it may concern the CX placed a order on 01/03/25. He emailed us the same day stating he would like to cancel the order. Our email cue system is responded to within 24 - 48 hours from the delivery of an email. We have numerous purchases that are placed and no one has called or emailed to inform us of any issue the CX is reporting. As per the CX request a refund is being issued and should be reflected back into his account with 2 - 3 business days. If any additional information is required please let us know and we will gladly assist.
Best Regards,
***** ******
Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Thursday, November 24, I placed a order for a Milawaukee work bench in the amount of $740.00 via my PayPal credit account via *********************** website. I completely understand being closed for the holiday. Business hours were listed on website for Monday through Friday. No biggie. Figured I'd at least get some kind of confirmation for my order come Monday (the next business day after Thanksgiving). I was wrong. 1. I NEVER recieved a email or text confirmation for my order at all. 2. You can't get a hold of anyone. I called Monday, Tuesday, Wednesday, and Thursday. All you get is a busy signal. This is using the phone number listed on the website. I have emailed the company using the email that is listed on the website 4 times as well and still have yet to recieve any response back. I've advised in the last email to them to refund the $740.00 back to me. It's now been 7 days since I placed my order and I still have yet to recieve any communication efforts back from this so called company. This is after I have called and emailed this company 4 times (4 phone calls and 4 emails). I'm done being patient. I want my $740.00 credited back to my PayPal credit account. I have provided screenshots of merchants contact info via their website, email attempts, and payment to them for the workbench. I just want my money back and to never order from this so called company again.Business response
12/01/2023
Hello,
to whom this may concern, the customer has unfortunately open this dispute with the wrong company. If you review image Screenshot_20231124_124958_Samsung Internet.jpg, the company she has placed the order with appears to be with a company called " Toolmarty". We are actually called "Toolmarts". She will need to reopen this dispute with the actual company called "Toolmarty". Please let us know if we can further assist in this matter.
Customer response
12/01/2023
Better Business Bureau:My apologies. I thought it said Toolmarty. Not Tool Mart, Inc.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
08/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I went to place an order on this site as it had the best price for a tool. Luckily my credit card flagged it as potential fraud. I reached out to their chat help and never got a reply. When I logged back in I found my account address and phone number was listed to a location in ******. There is no option to delete your account or remove the bad info. I emailed them now requesting that they delete my account and all information associated with it, as I had added my credit card. This is extremely sketchy and will be having the bank change the card number.Business response
08/04/2023
To whom is *** concern,
we have looked into the issue and what this appears to be is that our IT were doing an internal upgrade in the system and the information provided in the picture was a glitch in our system. We have since finished our updates and this should no longer be an issue. We apologize for any inconvenience this *** have caused.
Toolmart Inc
Customer response
08/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I still would like my information/account removed from their systems.
Regards,
***************************
Initial Complaint
04/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
BEWARE- ************ seems fake! Placed an order through site "*********.com" on April 13, received a text confirmation with an order number and my credit card was charged. Have not received any communication since (it is now April 25). I have called the phone # repeatedly with no answer, as well as left several messages with no response. I went back to the site to check the status using the "order number" and it shows no orders have been placed, keep in mind my credit card has been charged! After doing some online research, realized the site "toolmarts.com" is the same "company" as the phone number is the same/site looks like same except different company name. Overall, seems to me I was scammed and I will be filing a fraudulent report with my credit card company as well.Business response
04/25/2023
Customer requested a status update via emailed on 4/25/2023. Customer was informed that items where on back order with the manufacture. Customer requested cancellation and a refund and a refund was issued on 4/25/2023 as per customers request.Initial Complaint
05/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered tool from ToolMart ********* or any f the other names they use on May 2 2022. I was immediately changed $999.00. No attempt has been made to fulfill the order by the company and they rarely answer the phone. I think they have simply stolen the funds since no attempt has been made to ship this order.***** 5/12/22 will follow up today - DIDN'T HAPPEN ******* at ********* will call Makita and follow up. Talked with her 5/11/22 6:7pm - DIDN'T FOLLOW UP.Business response
05/16/2022
Hello,
After looking into the order this order was shipped out on May 13, 2021. The tracking number for this shipment is ********** and it can be tracked on FedEx.com. Notification was sent out on May 13th with tracking confirmation. Please let us know if we can further assist you in this matter.
Toolmart Inc
Customer Service
Initial Complaint
02/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a 4 ft stabilla level on 2/9/22. I haven't received my item. I have called and left multiple messages asking the status of my order. I haven't received any replies. I have emailed several emails requesting status of order and than I asked for a refund and they have not responded. It has been over two weeks and at this point I can not wait any longer. Not having this tool is affecting my capabilities at work. I need a refund a.s.a.p.Business response
02/28/2022
Thank you for contacting us, as per your request your order has been cancelled and refunded. Please allow 2-3 business days for that to be reflected back into your account. Until then please let us know if we can assist you further.
Customer Service
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.