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:05/16/2023

  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 odered on 5/1 quote ***** *rom ************************* at tool fetch a lock for pewag chain and 2 different sizes of chain by the ft. one chain was 49ft that the lock had to be used for. I was told that he had everything in stock. I placed the order and later got an email that it would not ship until May 19. I then called ******************** & told rep that I was told had all items ordered in stock & 5/19 ship date meant did not have in stock. I was then told that order had been shipped. It was only the lock that was shipped. I tried to email ****** x2, both emails rejected. I called ******************** again and told them my ofer did not come. I then spoke with **** and was told that order should be here by5/11. The only order that *** shows as being shipped by them was delivered on the 5thor 6th which was the lock. They also did not put a content paper inside box. I have tried to email ************ rejected. I emailed ************************** and it was rejected 5/13. The order number is ******. Every rep.@ ******************** had lied and made out that chain was being shipped. They even tried to pretend that it was *** not getting it delivered. The track number is for the lock that was sent separately. Nothing arrived since. I can forward order info and emails sent to me. I have a couple of my email attempts to them. I deleted one to orderstatus and 2 attempted to ******. I do have 2 of the emails. I can forward these emails to the BBB if I have an email address to forward to. I expect order to be cancelled and complete refund. I keep lock for lies repeatedly told to me for damages. I really needed that chain and lying to me from day one to keep me from purchasing from someone else is unethical. The lies have continued with every email and every rep I have spoken to. They have also caused damages at this point related to my security.

  Business Response

  Date: 07/18/2023

  We are sorry to hear your complaint about your order.  We investigated this thoroughly and found the order was shipped in a timely manner.  Your order was placed on 5/1/23 and at times the item(s) ship from different warehouses, therefore they ship at separate times. 

  The first item (*****-3), was picked up at the warehouse on 5/3 and delivered by *** tracking ****************** on 5/5/2023 at 3:07PM.

  Items PE-***** and PE-***** were picked up at the warehouse on 5/4 and were shipped together on ******************. These were delivered on 5/8/23 at 3:21PM.   

  In conclusion, we understand your desire to receive your order as fast as possible, and we strive to service all our customers to the best of our ability.   The timeline above shows this order was within standard delivery times and the order was delivered successfully. 
  

  Thank you. Toolfetch Customer Service