Complaints

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:02/26/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 12/15/2024 my elderly mother purchased a wood splitter with a bagand gloves, paying a total of $129.99 to iToolMax - this was to arrive before Christmas. It did not arrive until 12/29/2024. I cannot use this product asall of the wood has to be 12" or less to work in it and the company does not say this anywhere on theirsite.I have tried on my mother's behalf, since 01/03/2025 to get a full refund, as the company advertises "100% hassle free refund", "100% Customer Satisfaction Guaranteed" and to date she has not been reimbursed for her purchase. iToolMax also promotes "we offer a 30-Day Money-back Guarantee on all orders", yet they are slow to respond (sometimes weeks) and with each email (today I received #8) they offer a discount or another product instead. I have been very clear on my request "Full refund - nothing less", yet they have dragged this out for nearly 2 months. This statement on their website is COMPLETELY FRAUDULENT "Were so confident that youll like and use the iToolMax forever that we offer a 30-Day Money-back Guarantee on all orders.if the product arrives damaged or out of shape, feel free to contact us within 30 days of arrival & receive a full refund, No hassle. You are protected by our guarantee. E-mail us and well refund your payment soon."

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  package was damaged and product was damaged during shipping, tried several times to contact seller since 02/03/2025, sent pictures and five emails but no response but one and it was not responsive to my problem. contacted *** and they couldn't find package. I would like refund and for them to send paid return shipping label to me at ******************** so I can return and get reimbursed @ ******. I am sending pictures and emails of this transaction, Thank You, ****** ******

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 the "12 inches Cordless Snow Shovel with 2 Batteries" tool on Dec. 18, 2024. I received delivery of the tool on January 17, 2025. I unboxed it, assembled it, charged the batteries and attempted to use the machine. The motor would not turn and it immediately started smoking. I emailed the company that same day to request directions to initiate a return and refund. I wrote that I was concerned that the tool would be a fire hazard and that would be dangerous to use. I explained that I wanted to return it for a refund. I asked them to email me instructions so that I could accomplish this task. I did not hear back from them. I wrote three subsequent emails. I searched the internet for a phone number or a different email address with no luck. Their return policy on their website says that I cannot return the item without prior authorization. If they don't email me back, then I won't have prior authorization. All returns must also be made within 30 days. I fear that they are going to wait out the 30 days without responding to my email and then my ability to return the item for a refund will be gone. I am very frustrated. Do not buy ANY item from this company.

  Business Response

  Date: 02/08/2025

  Hello, **** ********. We are sorry for the terrible experience you had. We take this issue very seriously and will never slack off. To express our apologies, we have upgraded your order to a priority level and immediately arranged a dedicated person to follow up closely throughout the process, just to solve your problem as quickly and as well as possible.
  In the follow-up process, in order to make communication more efficient and smooth, so that we can understand your needs in a timely manner, we sincerely hope that you will contact us directly. Every feedback from you is very important to us, and we sincerely ask you to give us another chance to let us regain your trust and recognition with practical actions.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22844494
  
  I am rejecting this response because I have emailed your company more than 6 times at the ONLY address you will give me: ************************************************************. I have emailed 6 times times asking for directions to return the product and inquiring about how to get my money back. You have repeatedly refused to give me instructions to make the return and initiate a refund to my credit card. Even in this most recent email communication you have continued to withhold the information that I am requesting to return the item. I am not satisfied with your communication. I believe that you are purposefully wasting time until 30 days have passed and according to your rules, I will not be allowed to make a return. I began asking for this information on Jan. 17th. I have spent the last 30 days begging you for instructions on how to make the return. I am tired. I will not be satisfied until you tell me how to return the product, including where to mail it and until I have the $188.00 put back on my credit card.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered and paid for an item on 12/7/24. It never arrived. In 1/9 I reached out to the business and their response was to contact the shepherd Amazon logistics. I contacted **************** and they said there was nothing they could do about it the item has just never been delivered and that I had to get a refund from the business. Any emails or attempts to contact itoolmax after that they were unresponsive and did not reply to any of my emails. It has now been almost two months.

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 tool form this company, and upon receiving it and seeing the scope of its use, I realized I was not able to use it as described. It is a wood splitter BUT all of the wood has to be 12" or less to work in it, which the company does not say anywhere. There pouchy is a full refund upon RA approval and must be returned w/in 30 days for a full refund etc. I emailed to the only address the give for customer care THE VERY DAY I received it. IT took them over a week to respond... long star short it has been 3 and 1/2 MONTHS since I have been trying to get my refund and an RA + address to ship it to. They take weeks to respond and then keep saying they will refund 15, then 20 , then 30% if I want to keep it!!! I keep saying NO! That I want my full $120 refunded and to return it! They keep putting it off and still have my $$ They are crooks and delay communication hoping I will give up or give in?? I am so sad and frustrated.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought a Christmas gift. It doesnt work as described, not useful. Contacted support as directed & they took a week to reply. Their response was for me to watch the video to learn how to use it. We already had watched, its not a matter of how to use it, the tool is too small to be functional in chopping wood at our home. Its worthless for us so we would like a refund. They will not reply any further despite numerous *********** would like my $119 refunded:

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a wood splitter and upon arrival the splitter does not work. I contacted the company for a refund but they want me to pay to ship the product back to them. I went to the post office and it would cost me over $50 to ship this back. They need to supply me with a shipping label as the product does not work as advertised

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a 3 in 1 Cordless Grass Trimmer plus an additional package of 6 inch metal trimmer heads. Opened box that was damaged, assembled the unit. Proceeded to use the trimmer for approximately 5 to 7 minutes and the motor over heated and would not turn back on. I sent the unit back as requested and asked for a refund. The company only does business by email making it very difficult to resolve an issue. I made my purchase on 9/11/24 and still have not received any refund. There are many other complaints online against them as well for this product and others. I have attached photos supporting this claim. I have also attached photos of others complaints on them as well. This is an internet scam company selling inferior products that they do not stand behind.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 3 In 1 Cordless Grass Trimmer from this company, it arrived with missing parts making it impossible to use. I contacted the company several times after months they requested pictures which I supplied. They finally sent parts but were still missing some. Again, I had to submit pictures. They acknowledge fault this went on for months. By the time I got all that was needed 5 months later the summer cutting season was over. I tested the product only to find it defective. Grass constantly gets stuck in the machine plus the charged battery only last 5-10 min before dying out. It took 5 months to get all the pieces that should have arrived in the original order without them it was impossible to test. The machine is not working, I've written numerous e-mails requesting help or a refund. They are still blowing me off refusing to give me my money back. I have a useless paperweight that won't work properly. The company just keeps asking for pictures and videos. I've tried to comply. **************** is horrible.

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 bought a weed wackier type machine for $116.99. When it arrived, it was not possible to assemble the wheels tightly. I read the reviews on the site related to assembly and others had similar complaints. I contacted ****** 2x to request a return and they did not respond.