Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a reconditioned impact wrench on 7.15.24, got a confirmation email for order #MXT1129301 immediately. On the morning of 7.16.24, I received a text message and email saying the cancellation of my order was successful.I did NOT cancel this order. I thought, maybe they're slow to update their website to reflect quantities of recon tools, which I know are limited. They're still showing available at 7pm.Their customer service is non-existent. I had a similar experience with Factory Authorized Outlets, guess what! Same company. They go by multiple other names as well, all run by incompetent people. Stay far away from Max tool, FAO, imperial industrial supply, and electric generator depot, same awful company, those are the 4 names I know of, who knows how many more names they run their scam under.

  Business response

  07/23/2024

  Hello,

  We have cancelled and refunded this order as the customer has been marked as do not resell. We have multiple emails from this customer using foul language and berating our staff. 

  We have cancelled the order and will not do any further business with **************. We apologize for any inconvenience caused. 

  Thank you,

  *************************

  Customer Service Manager

  Customer response

  07/23/2024

   I am rejecting this response because:
  
  If the "foul language response" referred to my asking "why the h*** is my order cancelled," that's a pretty silly thing to cry about, considering this was a gift that I had to order elsewhere because they cancelled my order themselves, I did not, and I was never even told why. 

  Any further attempts to contact their non existent customer service went unanswered. I find it highly unlikely they read any of my emails to begin with since they never bothered to reply. 

  I'm going to make sure nobody I ever met in my life bothers with this incompetent business. Very unprofessional of them to cancel an order without so much as an explanation. Zero communication, zero logic, zero professionalism. Worst tool company I've ever dealt with. No wonder they aren't accredited and have a D+ rating. You're on my do not buy list as well as FAO, and I'm spreading the word. I sincerely hope they go out of business so their fake results stop showing up in my searches.

  Business response

  07/23/2024

  Hello,

  Upon further review, I did locate the order placed with our Factory Authorized Outlet website on 12/24/2023, order number FAO1136091. This order was refunded to the customer on 1/4/2024 as he had called in to demand a return due to tracking delay. 

  We did an advance refund, but the order did deliver and wasn't refused. Delivered 1/7/2024 via fedex *****************************************************************************************

  The customer was refunded and also had the item delivered. Looks like we attempted to reach out with no success, so the customer was marked as Do not resell until our product was returned. 

  The new order placed on our Maxtool site was flagged due to the previous order issues and was cancelled as a result. Customer has been refunded, but we are no longer going to do business with the customer. 

   

  Customer response

  07/24/2024

   I am rejecting this response because:
  
  If you're referring to the reconditioned hedge trimmers, you are correct--FedEx told me they were returning the product to your warehouse because there were multiple destination labels on it. I did indeed get a refund, but if you're claiming someone accepted the order that ***** told me they were sending back to you, then either it was someone from FAO, or you made some stranger's day at a different address than mine, as all I received was the refund. I was annoyed by, but ultimately satisfied with the refund for the item. I later bought the same item new from ********** since the order with FAO fell through. 

   

  You guys can blacklist me all you want, if you're trying to hustle me for money towards a product I didn't receive then maybe you should overhaul your fulfillment process because it doesn't sound like whoever handled that order did what they were supposed to do.

  Thank you for at least getting back to me. I DID receive a refund, did not receive the product, and apparently now due to a mix up my money is no good there. There's always another tool retailer.. I'll accept this BBB "resolution" next round, as I simply wanted to plead my case. You can keep me on the no-no list, I won't be ordering from a company that pulls stuff like this under several names and tells me I received items that I didn't. Maybe someone did, but that someone wasn't me. This all could've been avoided if someone returned my calls or emails. All the best, hopefully Max tool figures out what they're sending, to who, and what they are or aren't charging people for. If I had received the item I would've paid, but sending stuff to someone you refunded while the item was already on its way back to you from the shipper just sounds silly.

   

  Again, I said what I had to, I have one product that I ordered from maxtool back in 2020 I believe, a Milwaukee M12 charger and 2 batteries. There were no issues with this order. That's all I paid for and that's all I received. Since I don't have any tools of yours, and you don't have any money of mine I'll accept next round. 

  I did NOT receive the order from late last/early this year.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  3/16/24 Max Tool I purchased 4 products thought max tools after receiving my order on 4/3/24 I found that the car diffuser I ordered was not working. I sent an email to customer service about it requesting a refund or replacement. Now I keep getting the run around from them. They keep asking for information that I have already sent them over and over again so they can run out the 30 days!! This company is a scam

  Business response

  04/17/2024

  Hello,

  We would need an order number or something to locate this transaction. It is not popping up in our system and we actually do not sell Car diffusers. 

  I am concerned this customer may have purchased from a fraud website that isn't our site. We are maxtool.com, but again, we don't sell car diffusers. 

  Please provide any information I can use to locate your order. Or advise if you were charged, who it shows billed you. I have a feeling this was not purchased thru us. 

  Thank you,

  *************************

  Customer Service

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 7/23/23, received 7/25/23, opened 8/17/23, noticed damage sent an email to maxtool 8/23/23, sent 2 other emails requested a refund or replacement, I kept getting asked to describe the problem, I sent pictures and description of problem, engine is dented in, contacted ******* to get a resolution, was told its way past the 45 day return window, I started the process before this time and no resolution from either party. Last email sent September 14, 2023, no answer, I was told to contact allstate the warrenty company, they say contact manufacturer, so it never going to get resolved, I would just like a refund and a prepaid return label that I don't have to pay for return since it was delivered damaged, or I'll return to maxtool in ******* ********** myself

  Business response

  10/08/2023

  Hello, sorry for the delay. Customer has damaged generator end cap. Within warranty. Sending customer replacement part at no cost. Order #S3738080. Customer issue resolved. Closing case.

   

  This customer was assisted on 9/29

  
  

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the 3 in 1 battery operated brushless trimmer. Their return or refund policy says if I cancel the order before it shipped that I could get refund. I was not notified at any time that it was shipped. I canceled my order by contacting them on their website. It says they answer you within 24 hrs. I have done this 3 times already and not heard one time from them in the last 4 days. I am trying to get a refund. They were very quick at getting my money. I have asked each time for them to please respond to my email, but I haven't heard a word from them. If you could please help me with getting a return of my money I would appreciate it very much. Thank you.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They unilaterally cancelled my order, without contacting me first. I reached out to find out why. They emailed back to say it was flagged as suspicious by their system. If I wanted to place the order again, I could, over the phone. Called, listened to crappy hold music for 50 minutes, no one ever answered. Also, the item I was ordering (a Makita mower) went out of stock between when I placed my order and when they canceled it. The charge for the order is still showing up on my bank statement as well. Well see if/when they refund the money.

  Business response

  09/20/2023

  Hello *******,

   

  Attached is a photo showing that we voided the payment and never charged the customer. Thank you

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the Duro Max 2700 psi 2.3gpm 5hp 180cc pressure washer. It's been shed kept and not used until today. I put oil in, gas, hooked up the hose and see picture, when I pulled the string there was a grinding noise and it will not rewind. I need a replacement, this is my first time using it.

  Business response

  07/03/2023

  Customer was written up and sent replacement part under manufacturer's warranty on 6/28. Please see attached service order

• Initial Complaint

  12/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Made the purchase FedEx left the item in the main side of building regardless of the sign that says all deliveries to the rear of building. The photo clearly shows where it was left and I requested a refund. A replacement would be great but they were out of stock. I spoke to a female employee she said 24/48 hours ago rd take for FedEx to investigate. My issue is investigate what? Where they left the package ? Obviously it was left on a porch in the front of the building. I prefer to reorder and have it sent to my own home so that’s the reason for asking for a refund and it’s based on not wanting to spend 200+ more dollars if the original issue isn’t swiftly handled. Summing it up I get an email from any entirely different company saying they opened a full dispute with a case number and I called Max Tool back with this case number from some other company and I get the same girl rep. She then tells me it will take 4-5 days for the investigation to be done. I just want my refund to be processed and to then reorder. Getting an email from some other company seems shady and poor business practice when trying to resolve issues with customers. Imo it’s rather suspicious and unprofessional

  Business response

  12/12/2022

  Hello,

  
  

  I do see we have a dispute of delivery case that was started on 12/8 when we were advised of your dispute. On any dispute of delivery we will file a dispute on behalf of our customer with the carrier since the tracking shows delivered to the address provided. If our customer disputes the order, we ask for up to 48 hours for investigation to take place to give us an opportunity to locate the shipment. 

  
  

  If after the time frame has passed, we have not located the item thru fedex or our warehouse, we make sure to assist our customer. 

  
  

  I see your order was submitted for a refund this morning. Please allow 1-2 business days to see refund back to the card used for the order. 

  
  

  Regards, 

  
  

  **** ********

  Director of Customer Service

  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company sent me a broken item through amazon. I requested an "exchange for the exact same item". Amazon started the automated request and then this seller canceled the request without my consent or any notice. I began to deal with the problem through amazon and this seller then messaged me refusing to continue to speak with me due to my elevating my issue with amazon. Eventually, I was given a return and trusted that this company would not repeat its mistake. I ordered the same toolbox again and they shipped me another broken one. THis whole process happened again. They refuse to send me a non-broken tool box, forcing me to pack the tool box back up and ship it back. This company has been awful to work with and does not seem to care much about the customer.

  Business response

  12/05/2022

  Hello,

  
  

  Sorry about the issues with your recent orders. Upon reviewing the customer account, I do see we had sent you the original shipment that arrived damaged as well as the replacement item. We apologize for damages incurred during shipping. 

  
  

  I see that due to you receiving these damaged on multiple occasions, we have submitted this for a FULL refund to you. 

  
  

  We apologize we could not get these delivered to you without damages. 

  
  

  Thank you for your patience and understanding. 

  
  

  Regards, 

  
  

  **** ********

  Director of Customer Support

• Initial Complaint

  08/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i have contacted customer service several times over the last few months and it only gives a voicemail option. I have left several detailed messages with my contact info as well as the Order # for verification. Not a single response back (phone or email). Call was made 5/31 (see screenshot) Unacceptable.

  Business response

  08/19/2022

  Hello,

  
  

  I have reviewed your account and we don't see any attempts to reach us regarding any issues or questions on your order. I have created a support ticket ******8 so a member of our technical support team can reach out to you in the next 24-48 hours to review the issue you may be having so we can assist you further. 

  
  

  Thank you for your patience and understanding. 

  
  

  Regards,

  
  

  **** G*******

  Director of Customer Support

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Saturday April 23rd 2022, I placed an order with Max Tool. The order was for two Dewalt 20v Batteries and a Dewalt 20V Sander. 2 days after placing the order Max Tool canceled the order without notice. When I reached out they claimed that they could not offer both batteries as a part of the promotion. They did not mention anything related to the price. After hearing conflicting stories from other buyers I called back. This time I asked if they could send the order without the extra battery. To this they replied that they couldn’t not send me the order because the price was wrong too. This however contradicts what others were told. Charging a customer, holding their money, then canceling their order without notice, not attempting to honor the arrangement even after the buyer offers to correct the order to what the company had advertised seems like poor practice and dishonest. Business is located here: https://www.maxtool.com/#

*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. ↩