ComplaintsforBusy Bee Tools

• Initial Complaint

  21/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1 called busy bee about a saw that was under warranty that needed to be repaired. It was issues I was having with it. The advise me they have no technician to come out to look at it. So I had to take it back to them. January 16th 2024 5 weeks. I've been calling them every day with no return call And no information about my saw **** * **** *** ** **** ****************** ******* ** ***** ***** **** *** **** ****** Customer care does not return any messages. And they keep telling me that it's being worked on. And nothing has been resolved. My business has been down without a saw 5 weeks almost. *** *** **** ********* ** ******* ** **** *** **** ** *** **** *********** There answer machine says that they will return your call within one business day. I've called every day for 4 weeks and emailed. And not once have I've been given. Return phone call or an explanation to where my saw is or when I can expect to have it back. Its very upseting to think ive been very loyal to them over the years * ****** *********** **** ****** **** **** **** **** ** ******* **** ** *** *** **** ***** **** *** **** ** ** ******* ***** ******** **** ****** *** ***** *** **** *** ** **** 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  purchased a lathe mill combo on nov 21, 23 didnt work correctly, took back the next day and the manager said too bad basically, said he could sent to toronto to get fixed at my expense! * ******* **** *** ****** ********* ** ** *** **** i am 86 retired mechanic, not stupid and have purchased alot of equipment from Busy Bee, I think this is just discusting to treat a customer this way when clearly their receipt says refund before dec 21/23

• Initial Complaint

  15/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought an $3500 metal lathe in November 2021. Used it VERY gently for about 8 months at which point the motor started sputtering and it eventually went completely toast. ** ******* ****** It's under warranty. ****** **** *** ****** ****** they ask me to pull out the speed control board and ship it for "testing". Took them a month to figure it's not the speed control board. ** *** I am supposed to pack up the machine (the bare machine is about 300lbs) take to the store so they can SHIP IT ** *** ***** *****. Then they would "inspect it" and "fix it" and then ship it back to the store...but I would have to pay for "labor" at the ***** rate of $80 an hour. *** *** ** *** **** ********* you will charge me $400 and make me wait 3 months instead of JUST SENDING ME NEW REPLACEMENTS ***** ****** ******** ***** ****** *** *** ****** ** **** ***** ***** ******* **** *** ***** ** ** **** * ******** ******* ******** * **** *** ********* *** ****** * ********* **** * ******* * ********* ***** **** *** * ****** ***** **** **** ******

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had inquired over the phone about a dust collection system at Busy Bee Tools ** ****** I had described in detail over the phone what I was doing and what I needed. The sales associate based off what I told him assured me that they had systems in stock there that would more than accommodate my needs. I took the hour drive to ****** and spoke with a sales associate and again described to him in detail what I was looking for and what I was doing. He recommended a specific unit and assured me that it would more than suit my needs. ******** ** *** the unit failed after occasional use in about 3.5 months. At first they said warranty was void as it was not used in the collection of dust made by wood. After back and forth emails and phone calls they decided to fix the unit just this one time at no cost to me, but indicated that there would be no further warranty. I asked for a full refund as it was not suited to my specific needs as promised by the sales associate. They pointed out that because it was used for insulation and not wood that they would not cover the cost to repair, replace or refund the unit. I asked why I wasn't informed about this information while inquiring about the unit prior to purchasing it and that I only purchased the unit because off the salesman's recommendations based off what I had told him I needed . ** *** **** **** *********** trying to communicate with anyone at Busy Bee Tools , phone calls aren't returned and e-mails go un answered for days . **** **** **** **** **** ******** ** **** **** *** * **** **** **** **** ** ***** ****** their product and the salesman that sold me it and give me a full refund because they knew what I was using for and the responsible thing to do would have been to be honest and tell me immediately that what they were selling would not suit my needs for insulation dust collection because it is only meant for wood ! Id like a full refund

  Business response

  16/08/2022

  We reviewed customer complaint
  
  The options are as follows:
  
  A)
  The motor on your unit will be replaced at no charge as previously authorized bringing the unit to original specifications.
  Labour charges of 3 hours will be waived.
  The unit will then be transferred to your local London branch for pick up.
  Regular cleaning of the unit and motor is strongly advised.
  
  B)
  A full refund is not possible on a used machine.
  Should you wish to pursue a return, a restocking fee based on inspection will applied.
  Based on the results of the inspection, it could be as high as 35%.

  Business response

  26/08/2022

  Busy Bee has fulfilled the terms of the ******* Warranty.
  The information exchanged during the sales process cannot be confirmed.
  The Manager of the store states she was not involved in the sale process.
  The customer failed to read and follow all the instructions and safety precautions explained in the User Manual before setup or use. The User Manual states the following:
  
  MAKE SURE you have read and
  understood all the safety instructions in
  the manual and you are familiar with
  your dust cyclone, before operating it. If
  you fail to do so, serious injury could
  occur.
  
  Prior to assembly, it is always necessary to read the User Manual for instructions, for safety and advice on the proper use and care of the machine. After reading the User Manual, the customer would have realized that this machine was not designed for the customer's intended purpose and Busy Bee would have taken the machine back and refunded the purchase price, nevertheless, the machine was assembled and used for almost four months without any issues.
  Busy Bee offers to replace the motor in the machine at no cost to the customer; 3 hours labour charges will be waived; the machine will be transferred to the London Branch to be picked up.
  Busy Bee will accept a return of this machine for a refund of the purchase price and will reduce the re-stocking fee to 25% from the original 35%.
  
  

  Customer response

  29/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The store manager absolutely was involved in the sale of this unit. * ***** ******** ***** ** *** * ****** ***** **** *** *** *** ******* She in addition to the sales associate both were informed of my needs and recommended this unit. I was also given detailed instructions on how to use it. They new I wasn't working with wood and should have informed me that this unit was intended for wood only and wouldn't be suitable for my needs. Instead I was given instructions on how to use it. I'd like a 100% refund. Period. **** **** ***** ***** ** **** * *** ***** **** *** *** **** ** ** ** ******** ******** ******** ******** *******

• Initial Complaint

  14/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *****HC Planer on 24 July 2020 from the Ottawa outlet of Busy Bee Tools. This unit comes with a 3 year warranty. The planer never worked that well. The rollers have difficulty feeding lumber which caused the cutters to leave burn marks on the wood. The only remedy was to push and pull each piece of wood through the planer to keep it moving and take shallow cuts (1/64" on maple boards 3" to 4" wide). * *** ******* ********** *** *** *** **** ****** *** **** ** ***** *** *** *********** ** ********* *** *** ******** ** ** ********** ** ** ** ***** **** (20 months into a 36 month warranty) I brought the planer back to the store for repair. Both the store manager and assistant manager observed my planer malfunction in their store. After 9 weeks and no indication of how long the repair would take I could not wait longer. I purchased a replacement planer (same model from the same store) and it works great. The first planer definitely had issues right from the factory. After 16 weeks my first planer is not back from service. The store tells me the issue is "out of their hands" and they have no idea how much longer it will take. I contacted the main customer service office 8 days ago and again today. The representative told me that my case is "under review" and has no additional information to offer. Four months ** ** ************ **** to wait for a warranty repair and they can't tell me how long it will take. ** ******** ****** ** ********** *** ** **** ****** ** ******

  Business response

  21/07/2022

  Thank you for contacting Busy Bee Tools.
  
  The purchase date of the ***** planer is July 24, 2020 and you state that "it never really worked that well", however; the machine was brought to the Ottawa store for inspection on April 21, 2022, therefore it was used for nearly 21 months. The ******* Warranty covers your ******* for 3 years against manufacturer defects and 90 days for labour **** ******* ******* *** *********************************************************). The machine was transferred to our Service Department in Concord, for a warranty inspection/repair. The Job card describes the problem as follows: "Will not feed wood, stop cutter keep cutting and burns the wood"
  
  The machine was tested extensively by our technician and performed according to its specifications. The rollers fed the work-piece properly, no burned marks were detected on the wood and the work-piece fed into the machine run straight through.
  
  The testing was completed at our Concord location on May 5, 2022 and transferred to the Ottawa store with the recommendation to reduce the depth of cut to 1/16", depending on the material. The machine was run in front of you at the store and you expressed dissatisfaction with its performance and requested that it be resend to our Service Department for retesting.
  The machine was logged at the Service Department in Concord on June 20, 2022 for retesting.
  On July 6, 2022 you sent an email message informing Busy Bee that you had purchased a new ***** and proposed that Busy Bee reimburse you for the purchase and keep your original machine.
  Your ***** was tested again, *** ******** ******* and found to be working properly; no burned marks or lines are left in the wood after repeated passes. Furthermore, the wood running at a slight angel is due to the fact that the work pieces you were running might have not been flat and true; the condition of the work-piece, that is if the piece is cupped, twisted or bowed there is uneven pressure on the rollers, causing the wood to turn slightly as it is passes into the planer. This issue will correct itself with multiple passes, depending on the condition of the wood. The proper way resolve this issue is to run the work-piece through a face jointer, square two contiguous faces and then run it through the thickness planer to dimension it.
  While I understand your frustration at the time it takes to inspect/service your machine, the decision to purchase a second machine was entirely yours; Busy Bee has fulfilled the terms of the ******* Warranty and your ***** is on its way to the Ottawa Store in good working order.
  Given the age and usage of your machine and as a good will gesture we can contemplate a return of your machine with a 40% restocking fee

  Customer response

  23/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The ******* planer is still malfunctionning. I collected it from the Ottawa store today (23 July 2022) at 12:30 and went home to test it. I made a video of it's performance and posted it to YouTube. Busy Bee Tools, please have a look and decide if the performance shown in the video is representative of your ******* product and the way you want to address warranty returns. As a good will gesture I am willing to accept a full refund on this defective tool *** * **** **** ** ****** ***** ** ******* ** ***** *** ******* ** **** ******** ****** ****************************

  Business response

  03/08/2022

  Full Refund has been issued to customer on July 25th,2022

• Initial Complaint

  02/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  See attached. I purchased a 36V 21" ****** lawn mower from the Busy Bee Tools website and it was advertised to come with free shipping. After making the purchase I realised that I was charged $185+tax for shipping. I contacted Busy Bee Tools multiple times and was told the a refund for shipping has been returned to my account but was not. I contacted Busy Bee Tools again and I was told that this lawn mower does not qualify for the free shipping offer on their website. I contact Busy Bee Tools again and shared the original digital ad that offered the lawn mower with free shipping and was told that this was error in Graphics. Then they offered to give me a 15% discount on my next order. I refuse to make another purchase at Busy Bee Tools online, let alone purchase something else from them. I would need to spend $1200+ to receive the refunded value of $185 with their offer of 15% discount. I would like them to honour their ***** advertisment and refund the $185+tax. **** ** *** ** ********** *** ***** ** * **** ** *** *** ***

  Business response

  18/05/2022

  Store Credit has been Issued for $185.00 plus taxes to Our customer .
  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online for 3 identical items. I received one item as expected within ** ********** timeline for ordering items online. Two items appear to be lost in transit - they shipped around December last year. I contacted busy bee by email to ask for assistance. I had zero assistance for the individual (emily) looking into my case. Emily directed me to contact Canada post.. ***** ** ****** ********** ** *** ******** ********* ** ****** ****. I asked for a refund for the items which I have not received and I have had zero response from busy bee. ******* *** ******** ******* ** *** ***** **** *********** ** ** **** ******* all I want is either my products ordered, or a refund. the order number is ******, December 19th, 2021

  Business response

  21/03/2022

  despite numerous attempts to contact the customer using various email addresses they have provided during the course of our investigation into the missing shipments, and despite the customer's lack of willingness to participate in the shipper's inquiries (Canada Post), Busy Bee Tools worked to resolve this matter with the customer in as timely a fashion as possible. To this end, we have reached out to the customer to offer free reship or refund.

  Customer response

  24/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ******** i do appreciate Busy Bee correcting the situation. ** ***** *** **** ******** ******* ** ****** **** ** *** **** ** **** **** ******** ** ****** **** ****** *** **** ** *** ***** ********* **** ******** ******* **** *** ****** ******** *********** **** ***** ******** ***** ******** ** ** ** **** ****** ** * **** * ***** ** ************ ** ****** *** ***** ** ******* **** ***** ******* ***** ********** ******

*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. ↩