Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I set up a membership last year and they charged me twice during the account set up, creating 2 memberships under the same user. I contacted them multiple times to only receive auto-reply emails. I figured that someone would catch it as some point when yearly renewals came around.Last month they charged me 4 times for yearly membership dues. I managed to cancel my duplicate membership with no refund online. I have reached out to support over and over to only receive auto-reply emails. There is no number to contact to resolve the issue on support email that I assume is not monitored. I am asking for refund for their 3 extra charges of ***** or at minimum credits for future annual fees.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Last year I was charged twice for one membership. I contacted customer service and they never responded to credit my account back. I had to file a dispute with my credit card company. Like me, the credit card company also never received a response from Tool Army customer service and eventually did credit my account. Fast forward to this year, I set my membership to NOT auto-renew. I received several emails letting me know my membership was expiring. However, I looked today and my credit card has been charged a renewal membership of $54.99. I do NOT want this membership. I want to be refunded immediately.

  Business response

  11/21/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by the double charge on your account.
  
  Upon review, we identified the duplicate transaction and promptly refunded the additional charge to ensure the issue was resolved. As part of this process, we also removed access to Tool Army to reflect the corrected billing status.
  
  If you have any further questions or concerns, please feel free to reach out to us. We value your feedback and are committed to ensuring a positive experience moving forward.
  
  Thank you for your understanding.
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid them $49.99 for a membership in 2018 and I never received a single one of the physical membership that were contractually agreed upon and promised by the Tool Army.I spent 2 years following up and writing emails to their customer support team, and they kept telling me that my items were just about to ship. Nothing ever shipped, and they stopped responding to my messages. Outright, unquestionable, black-and-white fraud. The goods and services I paid for were never delivered.

  Business response

  12/13/2023

  Hello!
  
  I hope this message finds you well. We sincerely apologize for any inconvenience you've experienced regarding your Tool Army fan club membership. However, it appears there might be a confusion, as our store handles merchandise-related concerns, while fan club inquiries should be directed to [email protected].
  
  We understand your frustration regarding the non-receipt of physical membership items, and we want to assist you in resolving this matter promptly. We kindly request that you reach out to the Tool Army membership support team at ***************************************************** They are better equipped to address your concerns and provide the necessary assistance for fan club-related matters.
  
  In your communication with them, please provide the following details:
  
  -Your full name.
  -The email address associated with your Tool Army fan club membership.
  -Any relevant order or transaction numbers.
  -A concise summary of the issue, emphasizing the non-receipt of the promised physical membership items.
  

  We understand the frustration you've faced over the past two years, and we genuinely want to ensure that your concerns are addressed promptly. We appreciate your understanding in redirecting your inquiry to the appropriate channel, and we are confident that the Tool Army membership support team will be able to assist you effectively.
  
  Should you have any further questions or encounter difficulties, please feel free to contact our store customer support, and we will do our best to facilitate communication between you and the fan club support team.
  
  Thank you for your patience and cooperation in resolving this matter.
  
  Best regards,

  Tool Store Customer Service

  ************************************

  Customer response

  12/27/2023

   
  Complaint: 20945238
  
  I am rejecting this response because:

  I have sent countless emails to the email address provided. Tool Army support simply stopped responding. They are the ones that havent done their job, and you are simply pointing me back to the same dead end that brought me to BBB.
  

  They need to reach out to ME with a tracking number for my membership merch. Ive already given them all of this information repeatedly.

  shipping info:

  *********************

  *************

  Apt 8

  **********, ** 95816

  updated email address: *******************************

  
  Sincerely,
  
  *********************

  Business response

  02/26/2024

  Hello ****!

  We've sent out a membership kit and it was delivered on 2/5. Please see the tracking details of ***************************************************************************************************************;

  I'm so sorry for your experience. 

  Take care,

  Customer Service

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a Tool Army membership in april 2022, did not receive my Tool Army package whatsoever - but it wasnt initially a concern to me as my intent for the purchase was so I could get the presale code for tickets. I was charged a renewal fee of $49.99 again in April 2023, however, logging into my Tool Army account to access presale tickets, it says I have no Tool Army membership. Ive tried emailing them three times at the email address provided on the website *************************************** yet I get a server error each time saying the address did not go through. Just wanted the opportunity to purchase presale tickets for their upcoming tour as that is why I pay for the membership. And now the sale is already live and Im missing out.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a VIP concert package (ORDER ID:*********** In September of 2021. The order was advertised as to be shipped prior to the concert. The concert was held on March 10, 2022. Order delay emails were sent out many times with no specifics. Finally, in August of 2022, I received an email stating that the goods were prepping to ship. It is now 10/27/22, a full three months after an already wildly delayed shipment, and the company cannot give me any information on when I will receive my product. I paid $50 for a website subscription, plus $500 for the VIP package. ORDER ID:*********** Their customer service provides no meaningful updates and they offer no phone number to call.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was charged $49.99 as part of a "recurring" subscription charge from these criminals. A year ago I was promised better sears for my tool concert if I paid them "toolarmy" for a years subscription. I was also supposed to get a shirt a bannner and keychain. After 8 months and a few emails I finally got that stuff but the seats were a lie I never got a discount or better seats because the site was coincidently down. Now a year later I get another $49.99 charge and as much as I emailed them all last week it took them the whole week to respond and tell me they weren't going to refund my money and that I was on a reaccuring subscription. This "company" if you even wanna call it that it crooked and needs to be held accountable. So far my money is not returned and I'm sure they've done it to thousands of other people. They need to be sued

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Never fulfilled the original agreement and charged my credit card for renewal without my permission or notifying me that my account was being renewed until after the fact. I want a full refund, the merchandise I was promised, and an apology.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 VIP packages for Tool show in Denver in November 2021. Order # *********. With that was a VIP merchbox (2 total, one for each ticket). They were supposed to be given out prior to or at the show. They cited backlog due to COVID and the merch would be shipped within a few weeks. As of today, 11 MONTHS later I have sent 19 emails and have gotten the same response...30 more days 30 more days.. In August 2022 I got an email saying they had the merch and would begin shipping. It is now October 2022 and I have exactly as much merch as I did 11 months ago. I want a refund of half of each ticket since the physical products I paid for never surfaced.

  Business response

  11/18/2022

  Consumer Response /* (2000, 6, 2022/11/17) */ Please close this complaint. Because of it they have contacted me and sent me the missing items. I appreciate your help!

• Initial Complaint

  05/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I joined Tool Army and paid a years subscription under the illusion of gaining access to somewhat decent presale tickets for their concert in 3Arena Dublin. The only available seats were probably the worst available. Extreme stage left and extreme stage right. I figured the rest of the middle seating was already sold out, so I bought what was available. 2 days later, 'Three' members tickets were released. These were far better seats in the center at the same price. And 2 days later again, they went on sale to the general public. Also, far better seating options. I emailed Tool Army a few times in September and October and got no response. So, I decided to go to the show. Sure enough. They were the worst possible seats. I couldn't see the band properly at all. I felt like we were trying to look around a corner at them. The sound was awful there too as the sound was reverberating off a big stone wall beside us. I'm a live sound and lighting engineer and I understand sonic issues. I took a walk around the venue to try get a better spot in the center and was immediately moved on by security. I only got about 10% of this potential experience and I'm still totally gutted and disappointed and feel like we were conned. I've sent numerous emails since, and no response. Zero satisfaction. Waste of money. My 4th time seeing Tool and by far the worst. My other friends that got the general public tickets made some videos of their last song and the sound and image from their smartphones was even better than what we got from those awful seats. I really don't know what can be done now. Something could have been resolved if Tool Army bothered replying to the initial emails. Very bad service. Great way of scamming some extra money from fans. General public tickets were the same price. Just without paying that unnecessary subscription. I'm so disappointed from this experience. I would like some sort of resolution from this.

*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. ↩