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:12/18/2024

  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.

  I financed a piece of equipment through them last year and they ordered and delivered the wrong piece of equipment and Ive been dealing with them for the last six months trying to get this rectified. I even reached out to *********************(The manufacturer of the equipment I purchased) directly because Diamond Tool Store wasnt giving me an answer or trying to help. Ayo, the supposed manager couldnt care less about trying to help and now has decided to ignore all contact. They owe me money back and its been the runaround for over 2 months now. Multiple emails from September on. Nothing but lies. THEY LITERALLY STOLE MY MONEY.

  Customer Answer

  Date: 01/17/2025

  So will my complaint be visible on their page? I just looked and dont see it listed

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22705735
  
  I am rejecting this response because:
  
  The message from Diamond Tool Store is a lot of lies. When I contacted them about the issue the machine had never been used. I had been in communication directly with the manufacturer about this and ***. I was willing to accept a replacement machine but they couldnt give me a time frame on how long it would take to manufacture and ship the new machine to me since ******* global didnt stock that machine. In ******* *** sent an email stating the difference was $1540 (Not $1450 in the recent response, Ive attached that email screen shot) between the 2 machines. I was on vacation at the time and responded back on September 12 requesting a refund of the difference after I finally got to use the machine on a job. I sent multiple emails asking about the status of my refund with *** lying that it was being handled by accounting. I spoke to accounting at Diamond Tool Store and they had no information about the refund. They have lied about sending my refund, me using the machine before I contacted them and the time frame of the events that transpired. I will accept a refund of $1540 (even though Im paying interest on my loan of a more expensive machine) but if they dont send a refund this time like promised, I will have no option but to get a lawyer involved and that will cost us all a lot more than this could have been settled for.
  

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/29/2025

  ****, we sincerely apologize for the inconveniences youve experienced. Due to the timing of this transaction and the numerous communication attempts made earlier, some details were unfortunately lost in translation. We will reach out to you directly and ensure that a refund check is sent to you within the next 10 calendar days, as previously discussed.

• Initial Complaint

  Date:05/18/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On May 11, 2023, I have received my order that I placed on the Diamond Tool Store website on May 6, 2023 for the 2 boxes of the Granite Countertop Deep Clean, **************** Kit. One of the box looked to be open box returned previously by customer, which has been sitting in their warehouse for ages as the few of the chemicals for polishing granite have dried up and not usable. I have paid around $429.76 for product that I can't use. I have called Diamond Tool Store on May 11th, 2023 and sent email along with picture of the damaged box to ****** (the online sales rep) at Diamond store. In return I was promised that that the expired and damaged items will be replaced and shipped on May 11, 2023. I have followed up with emails on May 17th. Now I am not getting any response back from this business. Seems like they know I can't show up at their business location in ******* from ***** to ask for return and/or replacement. So they are basically ignoring my request. I am in loss $430.00 with no resolution. This is not acceptable for a business to ship items that they know they can't sell in their store to their in-person customers as they will refuse to buy damaged goods for a full price. The box was not damaged in shipping because whoever shipped the box has put bull-wrap inside the box and then taped the damaged box and then *** label on top of it. So it is not shipper negligence but rather this is box that was returned as a damaged item that the seller simply sold and shipped it to me. I have took picture of the box before opening it and then picture of the product that was damaged. So this is simply fraud that this seller is committing with their online customers, who can't fly in from far places to request refund and replacement.

  Business Response

  Date: 06/05/2023

  This complaint was resolved directly with the customer. The products that were received by customer were unfortunately damaged during transit. Once the customer reached out to us to notify us of the damages, we quickly responded and sent replacements at zero cost. The products have then been delivered with no further issues. 

  Customer Answer

  Date: 06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair 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.

  I placed an order with Diamond Tool Store, aso Euroasian Blade.i purchased Polyurethane VOC sealant, due to certain circumstances, I no longer needed the product. I've sent many emails, no response. I finally received a couple of responses after sending many emails. I then asked for them to intercept delivery, no response. I copied the rights of customers to have delivery intercepted & a company has to honor the customers requests. An employee responded that, I would receive my refund when the manufacturer receives the ************* you, this started on March 6, 2023. Well, I was able to use the same tracking number to check if the item was delivered. I sent Diamond Tools/Euroasian Blade a screenshot of the delivery, I got absolutely no response!!! This is unacceptable! The item was sent back to them on March 17th. I sent proof of the delivery. Why hasn't anyone responded or updated me about my Refund? One of the reasons, after corresponding with someone at the manufacturer's, I saw a ?? sign about the *********** read the data sheet about the product. I have Systemic Lupus Erythematosus, so that helped me make my final decision to have the package intercepted & I no longer needed the item.

  Business Response

  Date: 03/23/2023

  This order was promptly processed the following day on March 1. Order was received on February 28 after processing hours. The shipment left the warehouse on March 3 on the way to the customer (lead times may vary). March 6 we were contacted that the consumer no longer wanted this product due to personal concerns. 

  We have a strict no return policy on chemicals. However. given the reason of explanation, we were able to honor the return as the product had not been delivered as long as the customer agreed to a 20% restocking fee (normally up to 40%) and a $17.60 interception fee, less any original shipping charges paid. 

  This was not returned by *** to the shipping warehouse until March 17. Due to the fact that this shipped from the manufacturer hub, an instant refund was not granted until they confirmed this was received. This takes several days of confirmation. 

  Step by step communication was provided to the customer throughout this entire process. Customer issued a formal complaint after we already sent in the customer a confirmation of refund back to original form of payment on March 22.  

  Refund/Return/Shipping policies can be viewed on our homepage. No cancellations, restocking fees, refunds are all explained. DTS has communicated all details throughout the process. 

  Emailed communication: Feb 28, March 3 (4 times), March 8, March 14, March 20, March 22. Not inclusive of all automatic confirmations. 

• Initial Complaint

  Date:12/07/2022

  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.

  Placed an order in July (ORDER #*****). One of the items shipped (least expensive and useless on its own) in a few weeks. The other item hasnt shown up several months later. I have emailed the company multiple times, first to request an update on when I would receive my order, then twice more to request a refund for the item I never received and to send back the useless item I did receive. I have gotten no updates, nor a single response to multiple attempts at a refund. I purchased these tools for a job which was completed without them months ago.

  Business Response

  Date: 12/07/2022

  Hello ******, 

  Our sincerest apologies that this return has not been handled in a timely manner for you. We have returned the funds back to the card this order was purchased on for the tool that was never delivered. Would you like to return the delivered tool in turn for a refund and additionally, a gift card as a token of our apology and for the long awaited inconvenience? Or if you would like, we can process a refund for the order entirely and you may keep the tool. Unfortunately, the item that had yet to be delivered has been experiencing continuous delays resulting your order to be on backorder. We have been in business for 30 years and certainly did not intend for this to be handled in this manner. We hope that we are able to make this right for you.