Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a 22" *** open end drum sander through ****** with CT Power Tools as the 3rd party provider. The order was placed June 21. CT Power Tools took their money via my credit card July 11. Received a message from CT Power Tools that the sander would take 3-4 weeks to be delivered, this was on July 10th. Contacted CT on Aug 4th, the 4th week of waiting. Was told one more week. Contacted CT on Aug 10, again was told one more week. Again waited one more week and contacted Aug 17, Again told next week. After hearing this for the 3rd time and never once did the company contact me until I told them I had placed a cancelation order on the 18th of August and then they had the nerve to call me directly to say they would give me my back only if I took the a-z guarantee cancellation back. I have refused to do that, I do not like being threatened to get my own money back for a product that I canceled that has never shipped. I ordered the same drum sander from a reputable company on Aug 18th and the sander was delivered Aug 22. I have gone through ******, which they are limited to what they can do with 3rd part sellers (so please know who you are buying from) other than not allow them to sell via ****** and I have also contacted my credit card company to help me get this resolved.

  Business Response

  Date: 08/29/2022

  We do not agree on the scenario you attest to.  We did in fact notify you, when you placed your order, (which had a ship date when you placed it for mid-July) that your order was being shipped direct from the manufacturer, ***, and they were experiencing delays in shipping for about 3 weeks.  Unfortunately, they had a further complication with an unexpected entire system crash at the beginning of August, which affected the entire company, and basically shut them down.  We explained how they were working diligently to get their system up and running, and until this was accomplished, they were unable to ship any product, to anyone.  This crash affected hundreds of customers.  We explained we were in contact with them daily, and we would respond to you immediately, as soon as we received any update. You said you understood, and that you would wait until the end the week, (this was a Wednesday), and if the order didn't ship, you would request a cancelation.  The very next day, you put in a complaint with ******, and wanted requested a refund.   We were confused, as that was not how you responded to us the day before.  We did cancel the order and put in the refund. As we are third party sellers on ******, (which is not uncommon as we are one of thousands of sellers on ****** and this information was stated on your order when placed) it is up to ****** to refund your credit card, not us. While we understand your impatience for wanting your drum sander, we feel you were indifferent and not understanding of the factual circumstances presented. It is always our intention to give the best customer service possible and regret you feel we did not.  We wish you well in your future endeavors. 

  Customer Answer

  Date: 08/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  One part of your statement is true that when we first ordered the drum sander you told us it would be delayed for 3-4 weeks. When I heard nothing from you I contacted you in the 4th week of delay. I was told one more week, excuses aside. I then contacted you again the end of the next week. Again I was told one more week. Again I contacted you the middle of the next week to see if there had been any movement. Your response again was one more week. I finally got frustrated by all the excuses "beyond your control". My partner found the same drum sander in stock, $200 cheaper and free shipping so we ordered it. They were going to deliver the next Monday and they did. Once you saw the cancellation you then called me and basically told me that unless I take off the cancelation through ****** that you would not give me back my money. Also during this phone call you admitted to me that you never actually spoke with anyone from ***, you were placed in the "que". So basically you were telling me one more week just to keep me hanging on. Our conversation was left that unless I reversed my cancellation that I would not get my refund, I did not back down to your threats, So since I believed you would keep my over $2600 that I then contacted ******, my credit Card and the BBB which I also provided the BBB with all of our correspondence back and forth via ******. 

  Since I did contact ****** again, my credit card and the BBB I have been informed I will be getting my refund. I have not seen it charged back so will believe it when I see it.
  
  
  
  Sincerely,

  
  
  Christine Weidman

  Business Response

  Date: 08/31/2022

  We regret you are having trouble with the facts as presented. Your cancelation and refund were submitted before you contacted ****** or the BBB. We have learned in business, you just can't please everybody, no matter how hard you try.  It is unfortunate in today's world, that people feel they can disparage others unkindly.  Again, we wish you the best in your future endeavors.