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Business Profile

Electric Tools

Direct Tools Factory Outlet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

This profile includes complaints for Direct Tools Factory Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see

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Direct Tools Factory Outlet has 41 locations, listed below.

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    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 30 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair 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.
      Definitely don’t buy factory reconditioned. I paid $14 to have a broken chainsaw with missing pieces sent to me. When I asked for free shipping on the replacement chainsaw I was prepared to purchase they said, “We do not have any free shipping available at the moment.” I’m very disappointed and will not be purchasing anymore items from this company which is a shame because up until this moment I really liked them.

      Business Response

      Date: 06/23/2025

      Hi we are looking forward to helping resolve. We have replied to your latest email in the conversation, just waiting to here back. 

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery 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 27 May 2025 I ordered two separate items from Direct Tools online. Both of these items incurred one shipping charge of 14.99. on 4 June 2025 I receive a package from Direct tools with only one of the two items. I contacted them via phone and email on 4 June and was told that one of the items was canceled by them I was never informed about this or given the opportunity to cancel the entire order. They are charging me the full shipping charge of 14.99 on a 24.99 item. Had they communicated to me about canceling one of the items, I would have canceled the entire order. This was very deceptive on their part.

      Business Response

      Date: 06/24/2025

      Hi. thank you for speaking with us. As mentioned we are setting up for a return for you. 

    • Initial Complaint

      Date:06/03/2025

      Type:Delivery 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.
      I ordered 3 items but only received but only received 2.

      For 2 weeks I have been trying to resolve the issue with the Direct Tools but have not been able to.

      They keep saying the matter has been escalated but nothing has happened and when I call back in the next customer service agent doesnt show any record of the escalation or resolution.

      I cant get connected to anyone that can or is willing to help.

      Business Response

      Date: 06/09/2025

      Hi. Thank you for reaching out. I show that item has been fully refunded. 

      Customer Answer

      Date: 06/09/2025


      Better Business Bureau,



      I have reviewed the response made by the business in reference to complaint ID ********, and while it is true that the purchase price was refunded, it only happened after the BBB sent them a letter.

      I had gotten the run around for almost 2 weeks and while they promised a lot of things, they never actually did anything.

      Direct Tools service and customer support were awful. Thanks to the BBB for helping intervene and get my money back.





      Regards,

      **** *****

    • Initial Complaint

      Date:06/03/2025

      Type:Customer Service 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.
      Purchased a rotary tool online. Mfg *** ********** on may 8th 2025. They advertised online it came with a battery. I never received the battery. I received only the tool on may 11th. I emailed them may 13th to see if they could provide an update on the battery. On may 15th they said that they have escalated the order to wait 7 to 10 business days. On may 29th I emailed again. Same reply to wait 7 to 10 business days. Today on June 3rd I called to see if I could get a refund or if they had a tracking number for the battery. The woman I spoke to Marsha said that I would have to pay a 20% stocking fee for a refund and couldn't not get a solid answer on the battery, only that it has been escalated. She said that the 20% stocking fee would be applied because I didn't contact within 7 days. I have the emails contacting them on the 13th. 2 days after the order was received. According to the emails this issue of the missing battery has been escalated twice. It has been almost a month now and they told me to wait another 7 to 10 business days from may 29th (last contact by email). I would like a full refund for an item that is still in the box because I don't have the battery to even see if it works. Or just a solid answer on if the battery is ever going to be shipped.

      Business Response

      Date: 06/09/2025

      Hi. Thank you for speaking with us. This has been refunded. 

      Customer Answer

      Date: 06/09/2025

      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. 



      Regards,

      *** ****

    • Initial Complaint

      Date:05/19/2025

      Type:Sales and Advertising 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.
      I went into the establishment searching specifically for a brushless impact driver and a brushless drill, anything else would have been bonus but i wanted some nice tools. i was looking at their ryobi brushless models for the two things i was searching for and i was approached by an associate. he lied and falsely advertised a bundle of ridged tools as brushless, when they in fact are not brushless and not what i went to the store to purchase. i return to the store the next day to find out they have a policy that they conveniently can't do exchanges on the type of tool that i purchased, regardless of the fact that my significant other can vouch that he definitely advertised the tool set to me as brushless. i have been done wrong and am seeking a refund if possible.

      Business Response

      Date: 06/17/2025

      Hi. Thank you for speaking with us.The promised items have been shipped to you. 

    • Initial Complaint

      Date:05/09/2025

      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.
      Saturday April 26 at approx 9:48P I purchased a 40V ***** Leaf Blower from Direct Tools Factory Outlet. In the description it said multiple times it came with a battery. I took screenshots along the way while purchasing just in case it came with no battery. Several days later it arrived with no battery. The first contact I had with the company they said I was mistaken because that leaf blower did not come with a battery. Second contact I informed them I would like a receipt since they never sent me a receipt and also that I took pictures as proof that the product I purchased does in fact come with a battery. They again told me I was mistaken and did not purchase one with a battery. It was then I noticed that they completely changed the description on the website and deleted any evidence of mentioning a battery. I again contacted them and sent my screen shot of step by step purchase showing I did in fact purchase a leaf blower with a battery. I also informed them I noticed they changed their website a day after I contacted them. They said they would send it up the chain. A week has passed and still no receipt and complete silence on their end. I have bought things from them in the past and I am aware that they advertise one way then when they have their "special" sales they change the wording and remove things/parts of the product for the sale, for example removing a battery or a charger. It's a slight of hand so when you do a sudden purchase you are unaware an item is missing. Thats why I took pictures of the product I purchased because they didnt change anything on this one. I have been debating on this leaf blower for weeks and the description has not changed once, until I informed them of the issue. I just want the battery I bought, and they advertised very clearly multiple times that it came with.

      Business Response

      Date: 05/14/2025

      Hi. Thank you for speaking with us. As mentioned we are sending a battery to you. 

      Customer Answer

      Date: 05/15/2025

      [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:04/08/2025

      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.
      We purchased and tool on 2/19/25, a leaf blower. We were on vacation when it arrived on 2/22/25, and it's winter in Chicago so we didn't open it to try it out until 4/6/25.

      First, when we opened the box there was debris all over the tool. Clearly it had been used. When we attempted to operate the tool it wouldn't even turn on. We noticed a ton of debris stuck in the fan of the tool. We dislodged the debris, the tool still didn't operate.

      Upon contacting direct tools they told us there was nothing we could do because it had been more than 30 days. I can understand if we decided we didn't want the tool anymore but THEY SOLD US A BROKEN PRODUCT. Now we're out $240 and we still don't have a leaf blower.

      This is really bad, shady business and we will never shop at direct tools again. I can't believe they would ship a completely broken item and tell us it's our problem.

      Business Response

      Date: 04/16/2025

      Hi. We have reached out to offer exchange/refund please respond back directly to let us know preference. 

      Customer Answer

      Date: 04/19/2025

      [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.  As long as they follow thru and send replacement once they receive returned item



      Regards,



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

    • Initial Complaint

      Date:04/08/2025

      Type:Delivery 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.
      Beyond frustrating: I have tried multiple cards, multiple times, only to be told (via both email and phone)... to try again. To place the order again. I get it, you have "security", but this feels discriminatory, since all my work pals were able to place their orders -- no one ever has faced this, I can't think but contemplate is it because I have a non-american sounding name your bs system just auto-kickbacks my order?

      I have tried using a couple of my cards, different laptops, I've asked my wife to order in her name with her own card: nothing, all of the orders are being auto-declined. Fix the website, and deliver my order, please.

      Business Response

      Date: 04/22/2025

      Hi. thank you for speaking with us. As mentioned we have looked into your situation, however, it appears that the third party we use to
      authorize transactions has denied your payment method. They have not provided a
      specific reason, only that the information provided could not be verified.
      Unfortunately, we do not have any other options for payment at this time.

    • Initial Complaint

      Date:03/14/2025

      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.
      I received a brand new unopened, 7 1/4 slinding mitor saw. Never removed it out of the box, when to use it and discovered, it does not work called the store or the business. And they said it was after 30 days. We can do nothing for you. Tell me I had to call the ***** direct. I told them I bought this directly from you. You should have tested it before sending it out. And obviously you didn't cause it does not work. I asked for a replacement, they would not.

      Business Response

      Date: 03/24/2025

      Thank you for peaking with us. Your return for exchange has been set up.

      Customer Answer

      Date: 03/31/2025

      [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:03/10/2025

      Type:Billing 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.
      I have tried several times to place an order with Direct Tools Factory Outlet on 3/7/25. Each time I received an email stating my card was declined due to entering in the wrong cardholder information. THEY STILL CHARGED MY CARD! I triple checked all the information on the order confirmation page and everything was correct and in my name. I called customer sefvice after the first email notifying me of the order being declined and she could not help in any way. I don't know why thid company even has a customer service line, as every request I had she could not do it. She also refused to transfer me to a manager. Her only advice was to keep trying to re order my item again, on different web browsers and different cards. I tried this and continued to get emails stating the same message as before. I then emailed the customer service account asking for help and got the same BS answer, try again. Even though I've received the automated emails stating my order was canceled, THEY CHARGED MY CARD EVERY TIME!

      Business Response

      Date: 03/14/2025

      Hi. The pending payments have all been voided. 

    Direct Tools Factory Outlet is NOT a BBB Accredited Business.

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