Complaints

This profile includes complaints for Acme Tools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acme Tools

  1705 13th Ave N Grand Forks, ND 58203-2321

  
• 

  Acme Tools

  629 SW 9th St Des Moines, IA 50309-4513

• 

  Acme Tools

  1943 Blairs Ferry Rd NE Cedar Rapids, IA 52402-5811

• 

  Acme Tools

  1101 N Washington St Grand Forks, ND 58203-0734

  
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  Acme Tools

  2025 30th St NW Bemidji, MN 56601-6355

  

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:04/25/2025

  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.

  Hello,I hope you are well. I placed an order for two Milwaukee tools from this online store, but the shipments were delayed so long that the order became irrelevant to my needs. Without opening either package, I returned both items using the two prepaid shipping labels store provided, and both parcels were successfully delivered to the warehouse.However, my refund request was denied on the grounds that the weight of the returned packages does not match the expected weight of the items. I do not understand this discrepancy, and given my previous negative experiences with this store, I am concerned about how this is being handled.Please investigate this issue and assist me in securing the refund I am entitled to. I appreciate your prompt attention to resolving this matter.Thank you for your help

  

  Business Response

  Date: 05/06/2025

  We have gone ahead and refunded these returns. Customer should be taken care of. 

  Acme Tools Customer Support 

• Initial Complaint

  Date:02/04/2025

  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 2/2/25 I placed an order via their website, after normal business hours. I entered my address correctly, as can clearly be seen on the Billing Address of the order. For some reason, the Shipping Address was erroneously auto populated to an incorrect address. On 2/2/25 immediately following the order, I contacted **************** via email to update the Shipping Adress or Cancel the Order. The following morning, 2/3/25, I contacted the company via telephone as soon as they opened for business. I was informed the company can provide no **************** at all, they could not update the shipping address and/or cancel the order accordingly. When I inquired further if I could escalate this issue higher, the associate I spoke to, Brita, informed me that she was "Leadership" and there were no other Management options available.

  

  Business Response

  Date: 02/05/2025

  Hello 
  We have reached out to the customer and have refunded his purchase and cancelled the remaining items. 
  Acme Tools Customer Support 

   

  Customer Answer

  Date: 02/05/2025

   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, although this is the solution that should have been provided without me taking the the time to submit this complaint.  

• Initial Complaint

  Date:12/10/2024

  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.

  Item arrived in a damaged box that appeared to have been previously ********** box inside the box had clearly been ripped open. One item did not have it's plastic wrapping and was filthy. Clearly this item was a return/open-box item. It was advertised as a new item. Return complaint has been initiated, but I want this bad practice documented with the BBB.

  

  Business Response

  Date: 12/26/2024

  Hello 

  We are very sorry if the item did not arrive as intended. It looks like we have been in contact and have had the item returned and have given a full credit. if any further assistance is needed please reach out to our customer service team. 

   

  Acme Tools Customer support. 

   

• Initial Complaint

  Date:11/26/2024

  Type:Delivery 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 ordered from ****, paid in full, and was told delivery would be on or around 10-15-2024 or so due to limited inventory (Pre-sale). Several days later I saw the exact same package advertised as DELIVERED by 10-14-2024. I emailed to inquire if I could get my order by then and asked why my status was listed as being processed. Note, it keeps going back and forth between ORDER RECEIVED (the lowest position) to Order Processing (level 2 of 4, order shipped, order delivered). Most of my inquiries go unanswered and when I spoke with an actual CSR she was dismissive, told me the website and inventory computers are not synched (bs). I kept it professional keeping pressure since we were already 1 week late now. She hung up on me. I watch the website and see they simply must have the inventory by now and are processing orders ahead of mine. I do not want a refund. I want the tools I paid for. Those prices are not longer available anywhere. The tool set has been listed as in stock several times in the last month. They were spamming me daily with advertisements and I always replied with no emails unless they relate to my actual order. They seem to have finally stopped but it took a few days and emails to make that happen.paid ****** on Oct 28th 2024. I could have ordered elsewhere those sale prices are gone. A refund does not cover what I am actually out. They have the items, THEY need to complete the order. I have done my part.

  

  Business Response

  Date: 11/27/2024

  Hello 

  We do apologize for any delays or inconveniences this has caused. we were able to get this item shipped out to the customer and should be delivered in the next few days. We had a delay receiving stock from our vendor. 

  Acme Tools Customer Support 

• Initial Complaint

  Date:11/13/2024

  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.

  Hello, I am emailing to report an issue with my order. This order came damaged, and I returned it to Acme Tools. I am still waiting on my refund because it was marked delivered for order ********. Pleae advise as I have returned it and need to buy a lawn mower in the store and have returned;

  

  Business Response

  Date: 11/25/2024

  This order has been returned and refunded. 

  Acme Tools Customer Support 

• Initial Complaint

  Date:08/16/2024

  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 ordered 3 items on August 6 with a new user discount of 15% the system did not credit me and I asked by email why. Then the order was broken up into 2 shipments. The second shipment was delayed. I asked why by Enail and my account multiple times. Nobody responded until 8 days later and said oh sorry we didn't respond for so long. Oh sorry you disntbyet your Dicount. Its expired. Then this morning they charged my card more money and the second shipment has yet to arrive! Customer support is terrible, slow and sarcastic.

  

  Business Response

  Date: 08/16/2024

  Hello

  We are sorry about any delays in response to you. We will review your case and take the appropriate corrections. I do see that you had placed your order after the promotion was expired by we will honor the promotion and be issuing a credit to you payment. 

  We are sorry about this experience and look forward to do better in the future. 

  Acme Tools Customer Support 

   

   

  Customer Answer

  Date: 08/19/2024

   I am rejecting this response because:
   
  

  Based on the reviews and complaints on this website and others, the extremely slow and poor customer service needs to be recognized and fixed.  The constant battle for service and response seems to be a common theme.  Acme Tools is a company that may work well in a cartoon but doesnt fly in the real world.  
  

  I see the same issues and complaints over and over, more recently in the past 12 months.  Customer service is provided with passive-aggressive representatives that never help.  I would give Acme tools an F for failure to communicate. The only way to improve is the replace the customer service vice president with someone who knows what customer service is.  
  

  You gave me my discount, yeah so what?  I logged on to your website and entered my email and phone number to get a 15% coupon for my first purchase.  Great I gave up my personal information.  Then I use the coupon and you say oh its only good for 24 hours. Where did it say that? A coupon for my first order and you deny me then charge me more after delivery.  

   

  All of you reading this at Acme look at each other and say three times ********** *****  click your heels and then quit before they fire you. 

  
  

• Initial Complaint

  Date:04/01/2024

  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.

  Having order ******** and having a return with this order, return tracking ************ But the return has been stuck for long time so i contact with ***** for help ***** told me i need ask for label owner (acme ) FILL a investgation But i contact with ACME, they told me just start the dispute and ask me to fill investgation Even i told them, i cannot fill investgation because i am not label owner they do not care keep saying to fill investgation by yourself or just dispute. And i ask them have u guys reach out to *****, they tell me ***** will not open investgation after 7 day for no ************* ON THEIR SUPERVISOR **** Then i call ****** they told me ACME that supervisor **** is lying. The l;**** Owner can open investgation any time within 90 days what a joke business and customer service, even a supervisor is lying to customer what customer ser

  

  Business Response

  Date: 04/01/2024

  Hello 

  This order was shipped and delivered with photos from ***** of the delivery address. We have reached out and did an investigation and ***** responded saying the units were delivered. We have ask the customer to reach out and dispute the charges with their payment provider.  tracking is attached of the deliveries. 
  
  *****************************************************************************************

  *****************************************************************************************

  If these units were Stolen they should work with their authorities. 

   

  Acme Tools Customer Support 

  Customer Answer

  Date: 04/01/2024

   I am rejecting this response because:
  
  ACME PLZ READ MY MESSAGE 

  IT IS NOT FOR DELIVERY 

  IT IS FOR RETURN 

  CAN U GUYS EVEN read customer message a bit????

  ****************************************************************************

  HERE is return tracking

  the return tracking not updating for almost a month!!!!

  plz read 

  

  Business Response

  Date: 04/02/2024

  Hello 

  We are sorry for the lost return and are going to be refunding the customer. 

  ********************** Customer Support 

   

• Initial Complaint

  Date:01/19/2024

  Type:Delivery 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 woodworking machine thru acme tool,item back ordered and charged a ***** lift gate fee for delivery, canceled order within 24 hrs time cause I can get it somewhere else now with no lift gate fee! Acme charged my **** card even though they didn't have product in stock and nothing was ever shipped. A violation in most states!

  

  Business Response

  Date: 01/19/2024

  We are very sorry for any issues you encountered. Acme Tools doesn't always ship their own products, they sometimes ship direct from the manufacturer and are special orders. Dropship orders like this one may incur charges right away as they are shipped direct.

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising 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.

  On August 4th, 2023 I ordered a Makita XGT leafblower kit (leaf blower, battery, charger) which came with a bonus battery. Order total was $359 before tax and $381.44 after tax. I received confirmation of the order via email. On August 2, I received 2 emails telling me that the order had shipped. It was unclear to me then why they had sent 2 emails since I only had one order, but the next day I received another email that the battery was on its way and it was followed by another email again telling me that the battery was arriving soon and then on August 3rd I got yet another email telling me that my order consisting of ONE package was on it way giving the impression that the whole order was coming on the same day.As such, I instructed my elderly mother whose house I use for shipping (she's available to sign for packages) to be on the lookout for the order which arrived last Friday on the 4th of August and we were immediately notified that it was delivered so there were no issues. It turned out to be just the battery. Other than the initial email that my order had shipped (with the 2 emails), I had no such notification that the tool itself was on its way. Again, for the battery, there was an initial email that it had shipped followed by 3 more emails giving me shipment updates. For the tool, I never got any more updates so I assumed that it was delayed and I would be notified when it was on its way.As it turned out, it was delivered on Saturday the 5th without notice; the ***** driver didn't knock, ring, or ask for a signature which is usually how big purchases are handled and a package thief stole the package as it was in full view. **** claimed no responsibility nor any way to make this right. I admit in retrospect that I should have viewed the two initial emails more carefully, but the inconsistency of notification for the two packages along with not requiring a signature on the delivery contributed to this package getting stolen.

  

  Business Response

  Date: 08/10/2023

  We are very sorry to hear about your experience. We were required to ship this order in 2 different packages due to different shipping requirements. The shipping details for each item were emailed on August 2nd as indicated  We apologize if you didn't get any reminders regarding all packages. We do our best to send updates but carriers are sometimes delayed in their system. 
  
  If you believe this was stolen, please work with local authorities. We recommend, if the package is no longer located in the delivery location specified to please check surrounding areas. We have found that packages are sometimes picked up by neighbors for safe keeping. We would be happy to assist with any additional information you may need. 

  Customer Answer

  Date: 08/11/2023

   I am rejecting this response because: The package getting stolen is in large part due to their negligence to require a signature and offer shipping updates (like they did for the smaller part of the shipment). In addition, they have failed to either to file a claim against ***** or have other insurance against issues that come so their entire risk management is falling on me. That is unacceptable. Just because ***** dropped off the package at the house doesn't mean it was delivered and both parties' responsibility is done. It's classic "Not my job".  The population of the area I live in is *********+ people and package theft is not something law enforcement really pursues so it's ridiculous that they think that is a solution. I filed a police report and have offered to send it to them so they can file a claim with ***** but they have also refused that. As I was not the shipper, that is not something I have the ability to do so. So between the multi-billion ******* of ***** failing to knock on the door or concealing the package, and Acme Tools failing to notify me when the package had shipped, I apparently have to be the one who loses the $381.44.  So much for a "family owned business".  It's obvious Acme Tools isn't going to do the right thing here so this is more of a warning for others: Always use a credit card with them so you can dispute the charge. I made a mistake of using my paypal account because it was easier. 
  
  

  

  Business Response

  Date: 08/11/2023

  We apologize, sometimes the carrier does not provide updates on all their shipments. The tracking information was provided for both packages and updates on shipments is always available through the shipping carrier. We do offer expedited shipping options where a signature is required on some of our items. This option was not chosen.
  
  Unfortunately we are unable to file a claim with ***** on delivered items. We can do a claim on lost items but this was not lost. For theft of property, please work with local law enforcement. We do not have coverage for theft of property at your home but you *** have home insurance or other coverage that *** be able to assist. We understand how frustrating this can be and we are very sorry. 

  Customer Answer

  Date: 08/11/2023

   I am rejecting this response because: we are just going around in circles.
  
  

• Initial Complaint

  Date:07/14/2023

  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.

  On June 20, 2023, I ordered a Toro 20V *** 12" Cordless Trimmer/Edger (Tool Only) BRAND: Toro SKU: 51484T Order Number: ********. I asked if this trimmer would work with the batteries I already have. I sent the numbers on my batteries and included a picture. I was told the trimmer would work with these batteries. I received the order on June 23. My batteries did not fit in this trimmer. I notified Acme Tools, and on June 29 they sent me a ***** return label and I sent the tool back to them on July 1.Meanwhile, on July 7 & 8 the credit card I used for this purchase showed 5 charges from Lyft for cab rides in **********. I did not authorize these purchases and contacted *************** immediately. They cancelled my credit card and have sent me a new one.On July 11 Acme Tools sent me an email saying they have received the returned Trimmer but were "unable to process your refund as your payment method has declined." I contacted Acme Tools by phone, explained about the fraudulent charges from Lyft, and asked to process the refund on a different credit card. They refused. I asked them to just send me a check. They refused. I said my new card from **** of America will be here soon, you can process my refund on the new card. They refused. They have my money and they have the tool and refuse any refund. This is not right.

  

  Business Response

  Date: 07/18/2023

  We sincerely apologize for any inconvenience. Due to system limitations, we are required to use the original method of payment to refund any transaction. In this case, the original method of payment failed. We recommend disputing the charges with your bank so we can be sure you are credited the right transaction amounts. We are very sorry for any issues you experienced and we would be happy to assist you with this process. Please contact us directly for any assistance. 

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because:
  This is no response at all! I followed their return instructions and sent the item back for a refund but they refuse to give me the refund. They now have both my money and the item I returned. This is preposterous! They cite "system limitations," what a joke! Just write a check for the refund amount!