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          Business Profile

          Online Retailer

          Faction Tool Company

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Online Retailer.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            01/11/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Paid Faction Tool Co for him to manufacture a product for us. He took the money, never made the product, and will not refund the money.

          • Initial Complaint

            06/12/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On 11-01-2022 I purchased a knife for 300.00 dollars from Dustin ****, Faction Knife Company owner. He stated the knife was ready to ship. After weeks of not receiving the item, I contact him and he started giving me shipping times by the end of the week. He even provided pictures stating the knife was with other items that were being mailed. Nearly nine months later and I still haven’t received the item I purchased. It seems this is common practice. On two different occasions, I have requested that he send my item or simply refund the money. He now refuses to answer calls or return messages.

          • Initial Complaint

            05/14/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I ordered a knife from this company in September 2022 and was told the knife would ship before Halloween, 31 October 2022 and I STILL to this day, 14 May 2023 and I have not received the product or a refund or a similar knife. I have reached out to the company owner multiple times.

          • Initial Complaint

            04/02/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Dustin took my $470 order for a custom knife on 2/18/22 and quoted me around a one month lead time. After almost 14 months he has still not shipped the knife despite repeated apologies and assurances. He is obviously aware that he has a problem with delivering and keeping his word, as he frequently posts on his social media apologizing for delays and promising that “if people will just be patient they’ll eventually get their knife”. After months of trying to politely check in on the order, I asked him for a refund on 3/28/23. He did not respond to my messages and after I reached out to him via a different method on 3/29, he assured me I would have a refund by Sunday (4/2). As of 5:30pm on 4/2 I have not received a refund or any further communication from Dustin. He has posted the knife for sale on his Instagram story, indicating that it was already complete but for some reason had not been shipped to me. When I contacted him on 3/28 I told Dustin that I don’t want the knife anymore, just my money back, so him posting it for sale is only bothersome because it means this entire debacle was avoidable.

          • Initial Complaint

            03/13/2023

            Complaint Type:
            Billing Issues
            Status:
            Unanswered
            On December 3, 2022 I ordered a knife from Faction Tools. On December 11, 2022 I received email confirmation of my order sans a projected fulfillment date. On December 27, 2022, I inquired again to confirm and request an estimated fulfillment date. Dustin **** responded that my order was received and my knife would ship “soon.” On January 6, 2023, having still not received the knife or even a shipping notice, I inquired once again. Dustin **** did not respond. I repeated my inquiry on the 9th and again on the 16th of January, 2023. Dustin **** responded to the latter email and stated I should receive the knife between January 20-28th. When it never arrived, I messaged him again on February 1, 2023. Dustin **** did not respond. Again on February 13th and the 15th, I inquired again to no avail. On February 17th I responded to an instagram post requesting that Dustin **** either send my order as promised or, if it was easier for him, I would accept an alternate knife. Dustin **** sent his personal cell number to me and we began exchanging text messages. He told me that he was weeks and months behind on orders, yet kept promising to send my order. Finally, on March 3, 2023 he sent along a notice that a shipping label had been created. To date, the tracking information indicates that a label has been created but not picked up. Dustin **** continues to insist that the package has been picked up by FedEx. I have yet to receive my knife, but Dustin **** continues to post pictures of new knives “for sale” on his instagram and facebook pages. I have requested a refund from Dustin **** but he continues to insist that my knife is in transit. I trusted Dustin **** because he has sold through Bald Bros, a reputable company, and I paid him via Apple Cash per his request. Unfortunately, I cannot take action via Apple pay because of this. However, Dustin **** is running a business that is based on fulfilling orders and he repeatedly has failed to produce and continues to lie.

          • Initial Complaint

            12/16/2022

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            Knife initially purchase oct 12th, 2022 . Paid $240 thru venmo. Nov 4th, inquired on status. Company stated it should have been done weeks ago and will be sent out another week and a half. On nov 18th I reached out and asked again. Company stated I will have it by ********* and I started that’s a no go. Company then stated he meant dec4. I again was being nice trying to support a small business and said ok. I reached out again dec 6th. No answer. Again on dec 7th… no answer. Again dec 9th and finally answered when I stated I am going to dispute the charge through my bank. Stated he would refund me and have not received the refund and again has stopped answering me. There is no processing time required for the refund as I paid through venmo. This is my only option as others have stated on ****** ******* they experienced the same issues.

            Customer response

            12/22/2022

            Better Business Bureau:

            This letter is to inform you that Faction Tool Company has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/16/2022 and assigned ID ********.

            Regards,

          • Initial Complaint

            11/01/2022

            Complaint Type:
            Product Issues
            Status:
            Resolved
            Ordered a knife on Dec 26, 2021, no reply for months to website inquiry, instagram account, email, etc.. Finally, I was forced to request a Venmo refund, which lead to an immediate response. The owner, Dustin ****, confirmed that he did NOT ship my knife in May with the others, and promised to provide another soon (since he didn't ship mine, I assumed he had 1 extra, but apparently he sold my knife to someone else or never made it, not sure which). Then, communication stopped, with 1 final message stating "I will try to ship it this week". That was a month ago, and the owner is now ignoring all messages, including texts to his personal phone number. Thus, I am requesting the immediate return of my money that he has held for 11 months. It is $235. It would be nice if he would account for inflation and increase the refund accordingly.

            Customer response

            11/02/2022

            Better Business Bureau:

            This letter is to inform you that Faction Tool Company has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/1/2022 and assigned ID ********.

            Regards,

            Tom *******


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          BBB Rating & Accreditation

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          This business is not BBB Accredited

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          Contact Information

          11227 Burning Tree Dr

          Montgomery, TX 77356

          Visit Website
          (936) 232-0753

          Customer Complaints Summary

          23 total complaints in the last 3 years.

          10 complaints closed in the last 12 months.

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