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Business Profile

Hand Tools

Penn Tool Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hand Tools.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/03/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Two items were ordered on June 13, 2024. The items arrived a week later but were found to be the incorrect item. I reach out to the company who agreed to provide a full refund. For several months the company did not provide the return shipping label for the items. On Oct 1st, the label was finally provided. The items were sent back to the company and delivered on Oct 22nd. I repeatedly emailed and called them about receiving credit for the items. On Nov 18th, they provided a receipt of a full return. However, to date not refund has actually been provided. I have reached out via email 3 more times but continue to get a runaround on when the money will be credited.

    Business Response

    Date: 12/05/2024

    Upon investigating this complaint we found mistakenly a salesperson here did overlook the credit.  Full credit was given today and we apologize for the situation that happened.

    Thank you

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

    Customer Answer

    Date: 12/05/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

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

  • Initial Complaint

    Date:08/29/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 purchased an item for $220 over a year ago, from Penn Tool. I contacted the manufacturer about the item. Their item is warrantied for 1 year. They said to return it to the seller, and the seller will ship to the manufacturer. I shipped the item back to the seller within the 1 year period, and they have done nothing, and will not respond to emails or phone messages.

    Business Response

    Date: 09/09/2024

    We apologize for any inconvenience to the customer.  The delay was caused by the mfg. we sent the tool back for repair and them not responding.  The finally did respond that the tool is not able to be repaired.  We have reached out to the customer to ask if he would prefer a credit back or should we return the tool to him.  We are waiting for a response from customer and hope to resolve this to his full satisfaction.

    Thank you

    Penn *******

    Customer Answer

    Date: 09/20/2024

    Penn contacted me, and on 9/10, agreed to a full refund, but as of today has not sent confirmation of a check being issued.

    Thank you, again!


    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.

    Regards,

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

Penn Tool Company is NOT a BBB Accredited Business.

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