Complaints

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

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Direct Tools Factory Outlet has 41 locations, listed below.

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• 

  Direct Tools Factory Outlet

  1428 Pearman Dairy Rd Anderson, SC 29625-2000

• 

  Direct Tools Factory Outlet

  2601 S Mckenzie St Ste 262 Foley, AL 36535-7400

• 

  Direct Tools Factory Outlet

  300 Tanger Blvd Ste 217 Branson, MO 65616-2189

• 

  Direct Tools Factory Outlet

  5885 Gulf Fwy Ste 910 Texas City, TX 77591-7058

• 

  Direct Tools Factory Outlet

  8000 Factory Shops Blvd Ste 8440 Jeffersonvlle, OH 43128-9600

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:03/01/2023

  Type:Delivery 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.

  I have placed several orders both online and in the stores of direct tools for years.
  Recently I placed an order during a sale with free shipping code on January 28, 2023. The order was shipped using two different shipments. The first package contained 1 of the 7 items was shipped and received on 2/4. The second shipment remained in Greenville FEDEX since 2/2 and never left. I contacted the customer service desk and they opened a case with FEDEX. An email from FEDEX was sent on 2/16 stating the package was lost and contact the shipper. When I sent an email to customer support they replied that my shipment was sent and provided the tracking numbers. That was useless and started my frustration. I then called the customer support line who are rude and not very customer friendly who stated I needed to wait longer, and then a reorder would take place from the warehouse. 10 days passed and one month since the order and still no progress on shipping my items. I stated I still wanted the items since I would now have to pay both the shipping fee and 45% higher for the items since the sale was over. My recommendation is only purchase these items at Home Depot or a factory outlet physical store. Avoid ordering online and that the customer service in Anderson SC will provide no support.

  Business Response

  Date: 03/10/2023

  William,

   

  Sorry for the frustration. We have been in contact and are replacing the items that have been lost by FedEx. Thank you for shopping with Direct Tools Factory Outlet. Please let me know if we can help with anything thing else. 

  Customer Answer

  Date: 03/27/2023

  I was contacted my a representative named Neikia M***** of TTI/direct tools

  She was able to send out my missing items using two shipments on March 11 and March 16.

  
  

  I have received all the items from my February 2 2023 order.

  This case can be dispositioned as closed. Customer satisfied with resolution from business.

  
  

  Thank you both for the resolution.

  It was greatly appreciated 

  
  

  Regards

  ******* ****

• Initial Complaint

  Date:02/09/2023

  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 place an order January 28th at the time it wasn't advised or mentioned when placing the order that you all were experiencing longer than usually processing or shipping time. This is a clear violation of the customer trust and a violation of consumer protection roles and regulations when placing an online order with merchants. You have had poccesion of my money for two weeks now and I still haven't received any communication or updates on why I haven't received my order. I'm going to forward this complaint that I'm sending you all to the consumer protection agency and also the better business bureau. Your despet practice of costumers is not accepted by me and I'm going to do my best to have this matter report to the proper authorities. I will be posting this complaint to all of my social media accounts or the despeted practice you are doing. You all said 72 hours for processing and shipping and then send a email after saying 14 days that is a violation of trust. Upset customer ***** *******.

  Business Response

  Date: 02/20/2023

  Sorry for the delay. It appears you have received your order on 2/13 and sent two free batteries for all the frustration you have been though. Please let us know if we can help with anything in the future. 

• Initial Complaint

  Date:01/06/2023

  Type:Delivery 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.

  On 25th of November 2022, I placed an order (**********) at the direct tool outlet for a snow blower, leaf blower and other miscellaneous items. The snow blower and leaf blower were the equipment I needed especially because of the winter. When my order was delivered, there was no snow blower and the leaf blower was missing battery and charger. Impact screws I also purchased were missing. I called direct tools and was told the snow blower will arrive in another shipment but it never did. I spoke to an employee named Larry G***** and he helped me get a refund and asked me to reorder these items again. My Larry G***** in an email stated they'll price match the items since the price went up after I bought them and also provide free shipping given that I paid for shipment that didn't arrive. I ordered these items again (**********) but Direct Tools Outlet has been giving me the turnaround. They have not refunded the price difference nor have they refunded the shipping fees.
  
  Direct Tools Outlet doesn't seem to honor their words and hold themselves accountable when they make a mess of buyer's order. There's no reason why I don't have my refund for the price match difference and shipping fee.
  
  I have spoken to their employees on the phone and they keep telling me I'll get my refund same day....From the 22nd of December till today the 6th of Jan. I have spoke to them at least 3 times and yet no refund.
  
  At this point, I am fed up and sick of what they are doing to me and just want my money refunded back to me.

  Business Response

  Date: 01/07/2023

  *******

  Sorry for the frustration. We have looked into your situation and initiated a refund at the amount of $39.99. Sorry for the frustration. It may take a few business days before it appears on your account. We hope you have a great day. 

  Customer Answer

  Date: 01/19/2023

  The complaint has been resolved amicably and I am satisfied. 

  
  

  
  

  Thank you for helping me.

• Initial Complaint

  Date:12/06/2022

  Type:Product 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 purchased a 23 gauge factory blemished pin nailer at direct tools outlet. this tool is so inferior that it will not drive two nails in a row into soft trim wood as it is intended to do without repeatedly jamming. i tried to return it and just buy an 18 gauge brad nailer instead which turned out to be out of stock. i’m in the middle of a job, i do not have time to wait five days for one to be in stock so i just asked for my money back so i could purchase the same tool up the street at home depot . ( it was in stock there!) Direct tools outlet is refusing to refund my money only issuing me a gift card with the purchase amount on it. The clerk referred to a no refund policy they have but when i asked where this policy is posted he had to move merchandise on the counter to expose a four inch wide label stuck to the counter that was in no way visible to the public and also referred me to a small note on the bottom of the receipt which i could not obviously read until after paying for the purchase. i pointed this out to the clerk and was told “oh well, i’ll get reprimanded if i give a refund “ . i did not want a store refund, or to wait five days for a tool i needed that day for a job i’m working for a client. i can’t tell a client . oh well you’ll have to look at the mess that i can’t finish for five days because i’m now waiting on a simple trim nailer. this cost me money. i want a refund on my card i used for the purchase,
  not a store credit/ gift card. and i do not want to drive over there now for a third time to that outlet during christmas shopping to get a refund . this cost me at least ten dollars in fuel and an hour of my time minimum per trip and i’ve already done that twice.i’m done with this company and their shady hidden policies

  Business Response

  Date: 12/16/2022

  We have tried to contact you several times about this complaint. Please reach back out to us when you are available. 

• Initial Complaint

  Date:12/01/2022

  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 am making a formal complaint against Direct Tools Factory Outlet due to their less than adequate customer service, their lack of professionalism, and subsequent loss of money on my part.
  
  It started on 11/15/2022 when I purchased a snow blower from them online. When I received the package in the mail, I realized a mistake that I had made. I was looking at both a factory blemish and a reconditioned model and found out that one of them had batteries and the other did not.
  
  So on 11/19/2022 I purchased the ***** 40v 6.0 Ah starter kit. I received the pack on 11/23/22 only to discover they had shipped me a 2 gal cordless chemical sprayer instead. Not only is this NOT what I ordered, but it is significantly cheaper as well. Due to the holiday, I had to wait until Monday to contact them.
  
  On 11/28/2022 I called them up to complain about the wrong item being shipped to me and wanting the batteries I needed for my snow blower. I was told at that time that they would get it to me right away. Shortly afterwards, I got an email that said I was being refunded minus the S&H. I called them back and was put on a 3 hour wait. Eventually when I got through, I was told that it looked like a refund just in case the item became "out of stock". I asked if the item was in stock to which I was told "yes" and that I would get it. I asked about the Cyber Monday deal they had going on that they said, "yes, we can send you the refund if you want to order the deal". I said great, I'll do that. Of course, not more than 2 minutes letter, I could not order the batteries because they were out of stock. I was forced to buy 2 batteries separately at a much HIGHER price. I have called the company 3 additional times, each time I am given the run around put on hold and sent to empty mailboxes to leave a message. I want my batteries at the agreed to price, I want my refund for the extra batteries I had to buy, and I want them shipped over night since they were suppose to be here over a week ago now.

  Business Response

  Date: 12/16/2022

  We are sorry for the frustrations you have been through. Our inventory does greatly vary, sometimes quickly, due to customer demand. We are unable to give honor the demands you have given us. Please let us know if we can help you in the future. 

  Customer Answer

  Date: 12/19/2022

  How about the fact that this company not only sent the wrong item, but then over charged me for the correct item. Since the BBB no longer seems to want to help in this matter and take it seriously, I have filed a fraud complaint with my credit card company. The original, agreed upon price for these batteries was $276.93. That is what I should have been charged. Instead, they charged me $332.31. If that's not fraud then I don't know what is. I have sent you the only documentation I have as screen shots are the only proof of purchase this company provides. No invoices or other slips were provided. Since their attitude and reply was "too bad, so sad", why do you think I rejected their reply?

  Business Response

  Date: 12/20/2022

  *****,

  I am sorry for the frustration that you have been through. It appears from the information you provided and our records there are no discrepancies. Thank you for your time. If there is anything we can help with in the future, do not hesitate to reach out. 

  Customer Answer

  Date: 12/21/2022

  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. 
  
  
  
  This business continues to make lies about the entire situation and I have the chemical sprayer with their postmarking that proves it. I continue to be ripped off and their response is "everything looks fine to us". When indeed it is not. I have spent hours on the phone with this company and NO ONE has reached out to me to resolve or make the situation better. This whole operation is a sham and I'll NEVER order from them again. They don't even have the common courtesy to even spell my name right. Apparently, the BBB is unable to resolve this issue if the other party can't even realize there is a problem.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/02/2022

  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.

  I placed an order for a Hammer Drill and Impact Driver on 6/10/22 and was charged $77.92. The order finally shipped on June 27th but I noticed that only the Impact Driver was shipped. I called and spoke with a representative and he said that the drill was out of stock so they only shipped the Impact Driver. Since this was ordered as a set as a gift for someone I requested to start a return (Return number ********** for a refund of $55.38). The impact driver was sent back and received at the *************Direct warehouse on 7/20/22. On 7/21/22 I received a refund for the drill that was never sent ($22.54). I called back on 8/15/22 to inquire about a refund for the Impact Driver that was returned ($55.38). They said they would follow up on it and that I should receive my refund within a week. I still have not received the refund for $55.38.
  
  Order number: **********
  Order Total: 77.92
  Amount refunded so far: $22.54
  Amount waiting to be refunded: $55.38

  Business Response

  Date: 09/02/2022

  We apologize for the system error. This has been straightened out and correct refund has been given. 

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/20/2022

  Type:Delivery 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.

  I placed an order for a 3 tools and a lawn mower. I received an email confirmation of my order and waited for it to ship. The order was placed on 5/8 and 5/20 still had not shipped when I received an update on order. In the email they stated my order would ship on 6/2.
  
  On 6/3 I received and email that my order had been cancelled. When I called their support line, it took over an hour to reach someone. The agent told me that my tools would ship but that my mower was out of stock. I asked about upgrading the mower and paying the difference. They said they would have to ask and get back to me. That never happened.
  
  My partial order arrived on 6/9 and my credit card was charged the full amount of the order including the cancelled lawn mower. I proceeded to email their support line and never received an answer from them. Every time I call their support line it is over 90 minutes to speak to an agent.
  
  I am asking for a refund of the charged lawn mower and shipping fee.
  
  Date of transaction: 5/8
  Amount Paid: 167.99 + Taxes + Shipping
  Order number: **********

  Business Response

  Date: 07/28/2022

  Refund was issued on July 22nd. Should be applied to account within 3-5 days. Please let us know if you do not see the refund by end of week. 

  Customer Answer

  Date: 07/29/2022

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****