ComplaintsforSuperBrand Tools
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Complaint Details
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Initial Complaint
04/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Having difficulty returning an item purchased online. Called ************ a few times only to be directed to *********************************** After answering a few questions was transferred to someone else but had to pay $1.00 to continue. This service cost $47 a month unless you cancel within 7 days. In the process of sending copy of the order we got disconnected. Tried to get back to him but had to pay a $1 again. I was afraid to continue for fear of being charged another $47. Also tried to cancel that service but again was given the run around with the fee to speak to the next person. All I want is to return or exchange the item.Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 11-22-23 I ordered some items (order# *******) from Super Brand Tools (SBT). I received them and requested to return some of the items within 30 days, in compliance with their return policy. SBT never manned their phone # during their business hrs. I called many times within 30 days of receiving my order, only to receive a recorded message. I could not leave a message with a phone # for them to call me back. I had to keep trying to call and hope someone might answer. I concluded they weren't ******* the phone and certainly had no interest in speaking to their customers who might have an issue. Then SBT didn't respond to numerous e-mails to their support email address. I returned the items (1 Super Gauge, 1 Super Gauge XL) via **** (tracking# **** 6103 9571 4009 1796 81) on Jan 9. **** posted that they delivered the parcel to the address SBT directed me to have the return delivered to in *****, ** on Jan 12,2024. Since the items were returned to SBT in compliance with their return policy, I have not received one bit of communication from them.SBT has done nothing at all to resolve my return which is now a complaint. No one mans their "customer service" phone #, and they exhibit a laissez faire attitude concerning customer emails and responding to their customers legitimate issues.I returned their items. They need to credit my **** card for the value of the items I returned.Initial Complaint
03/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
11/14/2023 I ordered these items, was sent confirmation, and told it had arrived but there was no package, and there was no record from the post office that it arrived. We can track all mail coming to us, and these items were never in our mail box. This company did not answer multiple requests for an explanation. I would like my money back.*********************Initial Complaint
02/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered online from SuperBrand tools Feb 2, 2024. Paid shipping to get within 10 days. Still havent received. I have since moved. Current tenant says nothing has arrived. Several emails to ***. Received one response saying no refund, no explanation why not delivered. Tracking number doesnt work.Initial Complaint
02/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company said my items were delivered and they never arrived I contacted them and they would not do anything about it and told me to make a claim with the post office which I responded that they hired the post office not me and that they would have to do they just kept telling me to make a claim with the post office I escalated this with my bank and I was givin a provisional refund with the evidence that I provided my bank passed the evidence off to **** and **** reversed the refund without a proper investigation as all they looked at was the tracking number said delivered I then went to the post office and talked to the post master and got a signed and stamped letter stating the items were delivered to the wrong address i have givin this letter to the vendor and now they are saying that the bank has the money on hold although my bank has told me that they do not have the money on hold I would like to be refunded I have been dealing with this since November 2023Initial Complaint
02/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed an order on February 8, 2024, as of February 17 I cannot get anyone on the phone to help me, or a response from email or chat. The order has not been shipped or anything. I just want a refund.Initial Complaint
02/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered the item on December 14th, 2023. The company's policies dictate there is only a four-hour window to cancel an order, so by the time I tried to cancel the order, I was told I could not and had to wait until it shipped. The package was delivered on December 23rd to the recipient in Okemos, ********. I was given instructions for the return and followed them exactly. The package was shipped back in its original packaging, unopened, to the warehouse address I was provided, with a letter attached to it specifying the information the company requested. It was returned to the sender on December 26th from Okemos, ********. The post office let me do this for free by "refusing the package." I emailed the company a tracking number. The company is now, two months later, refusing to refund me because the tracking number is a "return to sender" instead of a new shipping number. Because of this, the tracking number only shows that it was sent back to its origin, its sender--which is the warehouse--but does not show the date it arrived. The company chat-bot is lying over email and claiming the item is not in their warehouse, despite it having been sent two months ago. They keep trying to claim that the tracking number says it was returned incorrectly TO Okemos, which is impossible with a "return to sender" unless they sent it from Okemos and have a secret warehouse in that small town that I don't know about. The tracking number is: **********************Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We wanted to provide you an update on your dispute for the $92.43 transaction with SUPERBRANDTOOLS.COM HTTPSSUPERBRAAZ - we reached out to this merchant but haven't heard back. They have until February 4, **** to finish their review and respond to us.We included the Apple Pay transaction details for the dispute on account ending in **** for your reference.Transaction Details Transaction Date Transaction Amount Merchant/Description 12/07/2023 $92.43 SUPERBRANDTOOLS.COM HTTPSSUPERBRAAZ Dispute Details Dispute Date Dispute Amount Dispute ID 12/20/2023 ********************* I purchased 3 of their tools on 12/8/2023. When purchasing these I entered the wrong address. I contacted the company and gave them the corrected address. They emailed me and said that due to my error, they would not offer a refund or resend the tools to me instead they said they threw them away ( I have that email) I need help in getting a refund or the product that I paid for. Not sure how they think it's ok to offer nothing. I have sent them at least 10 emails and ********* has contacted them with no response. Thank you for looking into this Sincerely *************************Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a super socket and never received it. At the Sellers request, I filed a claim with ************* *************** whose investigation was that the item was delivered to my address and was told to reach back out to the seller for sending another item or refund. I reached back out to Seller, their reply: "Out of over ******* orders shipped this year, we've only seen this happen a couple of times. Unfortunately, since the courier wouldn't deliver an empty or opened package without filing a claim it means that your package was lost at your front door, most likely on your porch or in your mailbox. They told me to make another claim with **** who would possibly refund my money; however, **** had already told me to contact seller to replace item or refund. I still do not have a super socket and am out of $51.91.Initial Complaint
01/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered a tool from superbrand tools in early December. My credit card was immediately charged $50.45. I followed the tracking updates via email and checked my mailbox as soon as it was marked "delivered". I never received the product. I reached out to the company and was told to check with post office which I did, to no avail. Since that time I've reached out to the company 3 additional times asking to come to an acceptable resolution and had no response.
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Customer Complaints Summary
86 total complaints in the last 3 years.
26 complaints closed in the last 12 months.