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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:01/28/2025

      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.
      Ordered an item online and it arrived damaged as it wasn't wrapped/packed. The item has been returned over 6 weeks and they still haven't processed the RMA.

      Business Response

      Date: 02/11/2025

      Hi thank you for speaking with us. You should have received the replacement for this. 

      Customer Answer

      Date: 02/12/2025

      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:01/24/2025

      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 ordered a $*** table saw from these guys. They sent me the WRONG tool. It was supposed to be an *** saw to work with my batteries, but they sent a **** saw that plugs in the wall. After talking to multiple people and proving that they sent the wrong tool, they finally agreed to refund my money once I send the tool back. I’ve sent the tool back and they received it on January 1st. It is now January 24th and I have STILL NOT received my refund. I’ve called them 4 times and all they say is it’s processing and they refuse to let me talk to a person that handles returns. I feel robbed at this point. This is NOT right and if it was the other way around, they wouldn’t let me wait three weeks plus to pay. I don’t know what to do.

      Business Response

      Date: 01/29/2025

      Hi , thank you for speaking with us. You have now been refunded. 

    • Initial Complaint

      Date:01/22/2025

      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.
      Date of Transaction: November **, 2024
      Amount: $***.**


      I order 3 items in the Direct Tools Outlet on 11/**/2024 with shipping in 5-7 days. On 11/22/2024 I sent an email asking the status and the response is that the management team is working. On 11/28/2024 I sent another email asking to cancel and refund me and backing and fourth with same responses on 12/14/2024 I receive a package but was missing an item. I sent email to them, they ask for photos to be taken as proof and I request to return the products and again asking for refund. I returned to them and on 01/**/2025 (tracking ID ************) they receive the package and since them always saying that management them still working. Transcriptions is attached as well.

      I just need my money back.

      Business Response

      Date: 01/29/2025

      Hi..thank you for speaking with us. As mentioned you were not charged. 

    • Initial Complaint

      Date:01/10/2025

      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 purchased this item on 12-02-24 for a Christmas present and had it shipped out of state. I tried to return it as the person I bought it from cannot use the tool. I was told that the store cannot return items that were ordered online and that I needed to contact customer service who would send me a prepaid return label. When I called the company, I was told they will not return the item as it is passed the 30 day limit, even though it was a Christmas gift for someone out of state. This is a terrible policy and very unfair. In addition the tool came with a sticker limiting the warranty to one year instead of the normal lifetime warranty. I am stuck with a tool no one can use. NOT HAPPY

      Business Response

      Date: 01/14/2025

      Hi. We did speak with you on 1/9 when you called. As mentioned we can still assist with the return beyond 30 days it just simply has a restocking fee. We are reaching back to help you with this process. 

      Business Response

      Date: 01/29/2025

      Hi. Refund has been made and restocking fee has been waived. Thank you for speaking with us. 

      Customer Answer

      Date: 02/10/2025

      Issue is resolved

    • Initial Complaint

      Date:12/27/2024

      Type:Product 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 ordered a ********* ****** from Direct tools on 12/06/24, as I needed it for a job to be completed before the new year.

      The ****** arrived on 12/11/24, was broken in several places, and did not function. The packaging within the box was abysmal as well, a 68lb machine was wrapped with half a sheet of bubble wrap.
      I called and received an RMA for an exchange on 12/13/24 and promptly got it shipped back to them that same day, with it arriving at their returns center 12/16/24.

      The customer service provided since then has been nothing short of a nightmare.
      When I called and got my RMA, the representative said I could expect my replacement to ship out within 5-7 days after they received it.
      When I reached out after 7 days, they told me 10 business days.
      When i reached out at 10 business days, they told me to wait another 5 days, and refused to change this exchange to a refund.

      Direct Tools has now had my money for almost a month, keeps moving the bar on when i will receive my tracking number for my replacement, and is refusing to give my money back when i asked this exchange to be changed to a refund due to their timelines taking over triple the amount of time they told me.
      While I have never had this problem while shopping in-store with them, this will be the last time I order with them online.

      TL:DR - The savings are not worth your time if you shop with them online, horrendous customer service that continuously misleads you - buyer beware.

      Business Response

      Date: 01/08/2025

      Hi. Thank you for speaking with us. As mentioned we are processing a refund for you. 

      Customer Answer

      Date: 01/08/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
      I ended up having to get my credit card company to cancel the charge for me after Direct Tools failure to do so or provide me with a replacement. This complaint may be closed, but know that it was not DirectTools that resolved it, even though they are now claiming they processed a refund for a purchase that was cancelled by my credit card company over a week ago.


      Regards,

      ****

      Business Response

      Date: 01/13/2025

      Hi. We have indeed canceled on our end. Thank you

    • Initial Complaint

      Date:12/13/2024

      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 ordered some tools that totaled a little less than $100. I used a Free Shipping coupon that I had gotten for signing up for their email/text service. After I placed the order, they cancelled it citing security issues and said I should make sure my name, address, etc. matches the credit card information. Everything did match, of course. The purchase still shows as pending on my credit card. But now I can't use the coupon anymore since it was single use only, and was consumed by the order that they cancelled. I emailed support and they offered nothing short of a form response that didn't even address my question.

      Reading others' complaints here, it seems like they cancel orders that use this coupon and make customers order their tools again now that the coupon doesn't work. If they don't want people to use that coupon, they shouldn't offer it, rather than trying to bait and switch people.

      Business Response

      Date: 12/19/2024

      Hi. We are looking forward to helping to resolve this. Please reply back to the direct line left in voice mail or the email sent to discuss. 

    • Initial Complaint

      Date:11/25/2024

      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.
      I buy for the tools miter saw I pay full and send my money with mi visa .direct tool accept my money and translation complete .and pass one day they send me for email my order is decline for my identify.i send my orden my name and my visa complete.i need my return money ...

      Business Response

      Date: 12/04/2024

      Hi. We are looking forward to helping resolve this for you. We have reached out and left voicemail with a direct line to call back in for this matter. Please return the call at your convenience. 

    • Initial Complaint

      Date:10/09/2024

      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.
      Ordered a set of batteries nearly two months ago. One of the batteries have major damage and cuts on the battery.  Direct tools factory outlet directed me to return the battery. The battery was return over a month ago. After receiving the defective battery back they still did not send a new battery. I had to email them multiple times. They finally created a order for a new battery but never sent out the battery, that was nearly a month ago. So they have the defective battery for nearly but have refused to send a replacement out. I have started to call because they no longer respond to emails. I have called many times and ALL CS agents just transfer me instead of actually trying to help. I only had one CS agent actually help, but it was up to the higher up manager to approve the replacement order. I still have no received the battery I paid for after nearly two months.

      Business Response

      Date: 10/17/2024

      Hi. Thank you for speaking with us. As mentioned we will be shipping the batteries directly to you. 

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair 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 have been waiting for over a month for my battery replacement. My order numbers are ******** ******** ******** *******, and ******** Every time I call, the representative tells me that the order was processed incorrectly and to place another one. Please ship my 4mAh and 6mAh replacements as soon as possible. I haven’t been able to cut my grass for over a month.

      Business Response

      Date: 10/15/2024

      Hi. Thanks for speaking with us. Your battery orders are on the way to you.

      Customer Answer

      Date: 10/15/2024

      [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:09/11/2024

      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 have been trying to order my products for over a month. I originally ordered a ***** *** and a ***** *** on 8/4/24. After waiting over a week without a shipment confirmation from Direct Tools, I reached out to customer support. I was told these items were in stock and would be shipping soon. I then called back after a couple of days as I still haven't received a shipping confirmation. I was told by customer support that Direct Tools cancelled my order, and they didn't plan on notifying me in any way. On 8/22/24, I tried ordering the same exact items to see if they figured their operations out. I waited over a week and again I never received a shipping confirmation. I talked to customer support again and I was told these items were in stock and would ship. I waited and these items never shipped with the order still in their system as "processing". I don't understand how a business operates, where I purchase an item that is in stock, and they never ship the item.

      Business Response

      Date: 09/25/2024

      Thank you for speaking with us. all charges have been voided. 

      Customer Answer

      Date: 09/25/2024

      [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,



      **** ******

    Direct Tools Factory Outlet is NOT a BBB Accredited Business.

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