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:03/03/2025

  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 made a purchase from Midwest Tool Company on *********** for a Ryobi 18V Multi Tool. After deciding to return the item, I followed all proper return procedures, including using ***** for the return shipment. I returned the exact item I received, yet the seller falsely claimed that I sent back a different product.Despite having tracking proof of my return, the seller has accused me of returning a non-functional and incorrect item. This is completely false, and I suspect an internal error or fraudulent behavior on their part.After multiple attempts to resolve this issue, the seller has refused to take responsibility and continues making baseless accusations. I have ***** shipment proof and am prepared to request security footage to prove my case. The seller has delayed my refund and is making deceptive claims to avoid issuing it.I am filing this complaint because the seller is acting dishonestly, and I want this fraudulent return claim addressed immediately. I am seeking a full refund for the item I returned and an investigation into the sellers return handling practices to prevent further consumer deception.

  Business Response

  Date: 03/17/2025

  MIDWEST TOOL COMPANY
  ******************************************
  ***********, *******; 65803
  3/17/25
  Better Business Bureau
  ***************************
  ***********************; 63102
  Reference: BBB Complaint ID: *******************
  
  Dear *** or Madam,
  This communication is in response to the above referenced complaint.
  As you state in the referenced letter it is frustrating to receive a complaint and there are two sides to every story. Unfortunately, we must waste additional time and resources on this individual whose real and proper name is *** ****. He likely communicated with you using the name Benz **** which is an alias he uses for internet scams.
  Mr. **** makes a claim, to you, of a single order from us (Sales Order ID: **************** when in fact he has made four (4) orders from us through the ******* Internet Sales Platform. All four (4) returns from all four (4) orders were not the items that he originally shipped. He is currently scoring 100% on swapping returns in an attempt to get refunds on products he never actually returns. 
  Mr. **** makes an order. The order is shipped to the address he specifies (across three different states). He then notices a return through the ******* system, is issued a return label by *******, and puts the label on a random package that is shipped from a ***** location in ******
  As soon as the tracking shows it has been passed to the carrier, ******* then automatically refunds the purchase.
  When the return arrives it is processed and inspected. The photographs and inspection material is relayed directly to ******* through their portal. At that time ******* then makes the determination of whether or not to reverse the refund and give the funds back to the seller.
  *******************, who administers all of the funding, finances, billing, and payments for every order on their platform, has found every one of his swapped orders in our favor and have appropriately reimbursed us back the funds from his purposefully incorrect returns.
  Sales Order: *************** (PO ***************)
  CX was shipped New Ryobi Multi-Tool but returned a timer.
  ******************* Final Resolution on this case:
  I understand your concern regarding the reimbursement. After looking into the order , I have put in the request for a reimbursement amount of [$51.48] for this order. I apologize for this inconvenience. Please allow 1-2 payment cycles for the funds to be returned to you. You may review the reimbursement details and settlement status in the Payments dashboard. If there are any issues with this reimbursement, we will reach out to you directly.
  Sales Order: *************** (PO ***************)
  MATERIALLY DIFFERENT CX ordered and received a Yellow Ryobi PCL430 but returned an Orange Ridgid R86240 which was dirty, broken, stained and Dead On Arrival. It is not even the correct brand of returned item. NOT OUR TOOL
  ******************* Final Resolution on this case:
  I understand your concern regarding the reimbursement. After looking into the order [***************], I have put in the request for a reimbursement amount of [$45.76] for this order. Please allow 1-2 payment cycles for the funds to be returned to you. You may review the reimbursement details and settlement status in the Payments dashboard. If there are any issues with this reimbursement, we will reach out to you directly.
  Sales Order: *************** (PO ***************)
  MATERIALLY DIFFERENT CX was shipped a New Ryobi PCL430B in Manufacturer Retail Packaging but returned an old dirty, broken, Ratchet Tool instead. NOT OUR TOOL
  ******************* Final Resolution on this case:
  I understand your concern regarding the reimbursement. After looking into the order , I have put in the request for a reimbursement amount of [$51.48] for this order. I apologize for this inconvenience. Please allow 1-2 payment cycles for the funds to be returned to you. You may review the reimbursement details and settlement status in the Payments dashboard. If there are any issues with this reimbursement, we will reach out to you directly.
  Sales Order: *************** (PO 109001837496535)
  RETURNED MATERIALLY DIFFERENT CX Was Shipped a New Ryobi PCL430B Multi Tool in new factory retail packaging. CX Returned an old, dirty, scarred, broken, non functional P344VN Ratchet in the original shipping packaging. NOT OUR TOOL
  ******************* Final Resolution on this case:
  I understand your concern regarding the reimbursement. After looking into the order , I have put in the request for a reimbursement amount of [$51.48] for this order. I apologize for this inconvenience. Please allow 1-2 payment cycles for the funds to be returned to you. You may review the reimbursement details and settlement status in the Payments dashboard. If there are any issues with this reimbursement, we will reach out to you directly.
  In Summary:
  The communication(s) you receive from Mr. ***** are filled with false allegations in the hopes of continuing his abhorrent activities.
  The communications we receive from Mr. ***** are filled with threats.
  ******************* has investigated each of these cases and have published results in our favor. 
  
  
  
  **** ********
  Proprietor, Midwest Tools
  
  

  Customer Answer

  Date: 03/18/2025

  Complaint: 23005750
  
  Dear Better Business Bureau,
  
  
  I am writing to formally reject and dispute Midwest Tool Companys response to my complaint. Their accusations are false, defamatory, and an attempt to mislead the BBB to cover up their own questionable business practices.
  
  
  1. ******* Issued Refunds Direct Proof That Midwest Tool Companys Claims Are Misleading
  I have attached multiple screenshots from ******* showing that refunds were approved and issued for my orders with Midwest Tool Company.
  ******* does not issue refunds unless they verify that the return is legitimate. If Midwest Tool Companys claims were accurate, ******* would have ruled against me.
  This proves beyond any doubt that Midwest Tool Company is misrepresenting the facts and attempting to deflect responsibility.
  
  
  2. Midwest Tool Company Provides ZERO Evidence for Their False Accusations
  They claim I returned the wrong items but have provided NO timestamped photos, NO tracking details, and NO proof of what was originally shipped or received.
  If they truly received incorrect items, where is their documented evidence?
  I demand that they either provide clear, timestamped proof or immediately retract their false statements.
  
  
  3. Midwest Tool Companys Pattern of ***************** Reviews Expose Their Practices
  A simple search of Midwest Tool Company on ****** Maps reveals numerous negative reviews from other customers who have reported scams, poor customer service, and deceptive practices.
  This is not an isolated caseMidwest Tool Company has a clear history of unresolved customer disputes.
  I urge the ******************** to investigate their poor business practices and repeated customer complaints.
  
  
  4. Contradictions and Misleading Statements
  They claim ******* ruled in their favor, yet ******* still refunded me.
  If Midwest Tool Company was being truthful, ******* would have denied my refund requestsbut they didnt.
  This contradiction further proves they are misrepresenting key details in an attempt to avoid accountability.
  
  
  5. Unprofessional Conduct Smearing Customers Instead of Addressing Complaints
  Instead of addressing my legitimate concerns professionally, Midwest Tool Company resorts to personal attacks and baseless accusations.
  This is a clear attempt to intimidate and silence valid customer complaintswhich aligns with the negative reviews from other consumers.
  
  
  Requested Action:
  
  
  I demand that Midwest Tool Company:
  1. Provide real, timestamped evidence (photos and tracking details) proving their claims.
  2. Immediately retract their false accusations and stop misleading the BBB.
  3. Address the multiple customer complaints against them, as seen on their ****** Maps reviews.
  
  
  If they fail to provide verifiable evidence, I request that the BBB take strong action against Midwest Tool Company for misleading business practices, false claims, and customer deception.
  
  
  I have attached proof of Walmarts refunds as evidence. Please let me know if any further details are required.
  
  
  Sincerely,
  
  Benz ****

  Business Response

  Date: 03/31/2025

  Hello,
  Unfortunately we must invest more time and energy into this character.

  We will not be responding to the five paragraphs of unsupported accusations. Instead, we will speak to the three images uploaded as "evidence" by ****.

  IMG_0880.jpeg: This image shows that **** first claimed to ******* that "he never got the package" but ******* came back and provided proof of delivery (Image_08787.jpeg). It further states that ******* initially refunded him on his false claim of "no delivery" ("because we already refunded you for these items, we're starting a new charge to your original payment method") but after discovering that **** made the claim in bad ***** (told a lie) they were taking the refund back. 

  This refund has absolutely nothing to do with the return as **** claims. Fortunately, he submitted this as evidence which is helpful in showing he is full of misinformation.

  Image_08787.jpeg: This image is nothing more than proof of delivery provided by ******* to prove that **** made false claim to them when claiming he never received the product.  

  Image_0879.jpeg: This image represents the message forwarded to Mr. **** by ******* in regards to him swapping items and shipping back an incorrect item on one of the transactions. Unfortunately for ****, the "evidence" he submitted, through this photo documentation, is further proof there were concerns on swapped items. In fact, this message goes on to allow him the opportunity to make good and return the correct item which is standard policy. He declined.

  We are grateful that **** submitted his photo evidence as it does nothing to support his case and it just further shows that his claims are unsupported and nonsensical.

  **** first tried to claim he never received the items (as proved by his images something we had not even yet brought up as it was irrelevant until he made it relevant).

  When ******* caught him in his lie (again proven by his submitted images), and took the refund for lost items back, he then suddenly found the items and returned them. Unfortunately, he was not done playing games and returned incorrect items.

  Final thoughts.
  **** makes a claim on this transaction but again fails to mention that he has multiple transactions with us where he has attempted the same scam. Four times he claimed to have never received a package, was proven wrong by *******, then returned an incorrect item. I am curious why he has not  noticed all of these transactions up with your organization?

  Here are the other orders that **** tried the scam on with us. 

  Sales Order: *************** (PO ***************)
  Sales Order: *************** (PO 109002044711491)
  Sales Order: *************** (PO ***************)
  Sales Order: *************** (PO 109001837496535)

   

  Business Response

  Date: 03/31/2025

  Please read the last response to the complaint.

  Is this system automated to the degree that we have to keep responding to this nonsensical claim in perpetuity or at some point will the system shut him down?

  Thanks.