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:11/08/2022

  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.

  This complaint is about the ToolSource and their inability to take responsibility for their mistake and the financial impacts it has on their customers. Placed an order with ToolsSource for a specific tool on October 8, 2022. Six days later I received notice from ToolSource that the tool is on back order for one month. Within two hours I requested that they cancel the order, and I placed an order with another vendor. Four days later I receive correspondence from ToolSource the item has shipped. Actual tracking shows it did not ship until the following day after my requested cancelation. Somehow after I requested the order to be cancelled they miraculously found the part. Same day I receive notification form ToolSource I received the tool from other vendor. I requested that they provide a return authorization and provide a packing slip to send the tool back. After a bunch of back and forth for 3 weeks I finally received the return authorization. No return packing slip and no refund on the original shipping charges.

  Business Response

  Date: 11/09/2022

  This order was placed on a Saturday, we are not open on Saturday and Sunday.  When we returned to work on Monday and went to process the order we were notified that this product was on backorder by the manufacturer.  We do back order items without confirmation from the customer it was backordered the same day.  This item is shipped manufacturer direct and is a special order, the customer would have been made aware of these details before we committed to the order.  The order was fulfilled sooner than the manufacturer had specified. We estimated one month and it was delivered on October 19.  The customer is responsible for return shipping for the unwanted items,  most special orders are non-refundable.  We exceeded our delivery estimates for this manufacturer direct specialty tool.  My representative was out of the office on bereavement which lead to a few additional days of delay on this orders return processing. This was a manufacturer direct item so there is a lead time between us canceling and it being canceled, it just happened to ship in the mean time, that is out of our control. 

  I have instructed customer service to send a prepaid shipping label for this order,  we do apologize for the confusion and frustration this has caused.

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, however the response from ToolSource (TS) is not accurate and is
  misleading and should be noted on the complaint and posted with the general complaint for future customers dealing with TS. They are correct that the item was ordered on Sat. (Oct. 8) and I
  knew it would not process until the following Mon. (Oct. 10). It was not
  communicated to me that the order was back ordered until the following Thu.
  (Oct. 13). Which changed the terms of the purchase agreement. So, I requested TS
  to cancel the order within two hours of receipt of communication (Oct. 13) which
  was also within the 30-day return window offered by TS. It was not communicated
  to me that the item had shipped the next day (Fri., Oct. 14) until Mon. (Oct.
  17). At which time I explained to TS that I wanted a return authorization (RA)
  and return shipping label. To say I was notified and given an opportunity approve
  the back order is false. All the correspondence provided states otherwise. Nowhere
  on the website, in the checkout, or on the confirmation receipt did it state
  that the item was a “special order” for TS which is another false statement to
  state that I the customer was aware of this, so a refund is fully justified and
  never disputed by TS. I understand the return shipping language in their return
  policy. However, my issue is the fact that they communicated to me on the 13th stating that it was backordered for a month and then shipped the next day. I’ll
  I asked for was them to take ownership of their communication error or lack of
  timely communication from what they knew on Mon. the 10th and provide
  the return label as not to financially impact me as the customer anymore. But
  instead, we played 3-weeks of back and forth to get the RA starting Oct 17th until Nov 7th when I got the RA with no return label. Which
  ultimately resulting in the complaint to the BBB because of the aggravation I
  had already gone through, and I knew I would not get any further with TS. To
  address the bereavement comment. I had requested the RA once they notified me
  that it had shipped on Mon. the 17th. Which they kicked down the
  road until the item was delivered on the 19th instead of starting
  the RA. So, I reached out to them on 19th to get an out of office
  reply. Which is when I corresponded with the general service e-mail and CC the
  person I had been working with and no correspondence until the following Mon.
  So, the whole bereavement aside it still took TS 2-weeks plus to give me a RA.
  I have received the return label and will be sending the
  item back in the unopened shipping box. Though I suspect I’m still going to be
  impacted for the initial shipping charge because of TS poor communication. But
  I won’t know until I received the refund. Which TS stated could take up to
  30-days from the receipt of the return.   
  
  
  
  Regards,
  
  
  ****** ****