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Business Profile

Tools

Toolwell

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/30/2024

    Type:Product Issues
    Status:
    Answered
    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 11/9/23, I ordered a quad leg nylon bridle sling with hooks through Rigging.com (that is under Toolwell.com). Once received, I noticed that it is much larger and heavier than stated on their site and could not be used for our intended purpose. I reached out to *************************** at Toolwell and after multiple email exchanges and phone calls, I was given the OK to return the product for a full refund. I waited for several weeks after returning the item until I reached out to ***** again inquiring about the refund. I was asked to provide proof of the delivery back to the vendor and emailed ***** proof of the delivery. The item was returned back to them on 12/4/23 and we have still not received a refund to date.

    Business Response

    Date: 01/31/2024

    The refund was issued yesterday once everything was cleared as is procedure. Just to be clear I did not see this complaint until today, refund was administered yesterday. Proof is attached.

    Customer Answer

    Date: 02/02/2024

     
    I am rejecting this response because:
    To date, we still have not received any type of credit back towards the original form of payment.  Also, the credit they state was issued is for less than what was paid.  Our payment was for $476.92 which includes a shipping charge of $34.50.  I believe that we should be refunded the cost of shipping as well as their own website is inaccurate with the description of the product we ordered.  Their website still shows the product we ordered as being different that what it is.

Toolwell is NOT a BBB Accredited Business.

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