ComplaintsforInfinity Cutting Tools, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DoT: 3 Comp: Infinity Cutting Tools *** Invoice: ****** DoR: 3//2024 Purchase was made based on the on site sales video for a table saw router table addition that specifically states that all router table packages ***lude a router table, router, router lift and the fence. This video was reviewed again and does clearly state this. A copy of the video is available upon request. The only options were for 1 of 2 sizes of table and with or without legs.There is no phone contact for the customer service department. All contact must be by email. Several emails later, the only options for resolutions put forth by Infinity Tools is either a $138 discount off of the individual prices of the missing items and approximately $600 additional costs or requesting a RMA and returning the table and legs that I did receive. In my opinion, this is a 'bait and switch' scam.

  Business response

  04/18/2024

  Response to Better Business Bureau Complaint Regarding Order: *****047
  To Whom It May ************** are writing in response to a complaint filed by *************************** regarding order number ******. The customer alleges they received an incomplete Table Saw Router Table and Stand (*****047) package, missing a Triton router, router plate, insert ring, and fence.
  Our Investigation:
  We have reviewed the order details and confirmed that the customer purchased the ********, which includes the router table and stand only. The components listed by the customer are included in our separate package, the Table Saw Router Package (*****047).
  

  Website Clarity:
  We strive for transparency on our website. Both the *****047 and *****047 product pages clearly list all included components. We apologize if any confusion arose during the customer's ordering process.
  

  Addressing the Video Reference:
  The customer referenced a video that showcased the *****047 package. This is different from what the customer had ordered ( ******** ) and even though the part numbers are close and similar they are different products. The Video that was referenced is only for *****047 which is not what the customer had ordered. 

  Resolution:
  We are committed to customer satisfaction. We have already offered the customer the following option:
  We can upgrade the customer's order to the ******** package: which includes the desired router, plate, insert ring, and fence.
  
  Thank you for the opportunity to address this matter. We value your role in promoting fair business practices, and we appreciate you bringing this to our attention.
  Sincerely,
  Infinity Cutting Tools 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On October 30 2023 I opened an account and place an order with infinity cutting tools , the purchase I was making was for a Milescraft Track Saw Guide & extra extensions , I only placed order for one , but when I received them there were two so I knew that somewheres something got mixed up and I accidentally received two items instead of just the one , on November 8 I finally got hold of a representative and he kept insisting that I ordered two and that he was no way going to send me a return slip for the extra package that I received insisted that I made the mistake and that I have to assume responsibility finances to send back for a refund , the individual was rude and on cooperative he basically could not care less and as far as he was concerned I can put things where the sun don't shine , but the biggest problem I have is that both of these were charged to my Affrim as two separate charges I've already made my first payment on the one I ordered but now because of this representative I am going to be forced to make a payment on something I did not order and that was clearly their mistake , on my original order you can clearly see I only ordered one #1 item and even on packaging slip it clearly shows that I was supposed to receive only one item , so I would like to get this cleared up and have the extra charge removed from my Affirm account and I will go ahead even though it's costing me money out of my own pocket to ship the second item back to infinity cutting tools and I feel I should then be reimbursed for that also hopefully clear this up ? This is the first time I remember filing a complaint against the company I'm 68 years old and I never in my life ran into something like this or a company that is so rude and uncooperative towards a customer that is also why I'm filing the because I'm a senior citizen and I'm being taken advantage by this company and I don't like thank you so much having trouble cannot upload files

  Business response

  11/13/2023

  Thank you for the opportunity to respond back to this claim, Mr. ******* placed 2 separate orders on 10/30. One placed at 7:10am and a second order placed at 7:12am. Both order were placed though the internet with Affirm ( a finance option ) as method of payment. Each order has its individual and specific order numbers 100***023 and 100***024. Both orders were placed before business hours for us. Also with Affirm orders we do not have access in creating an order with Affirm as the method of payment it must be done through the website by the customer them self. Both order were processed and shipped on 10/31. Tracking indicates both orders were delivered on 11/3/23. ****************** contacted us last week via telephone, during the call Mr. ******* was rude, aggressive, used vulgar language and was abusive to our staff, who was simply trying to gain some information to help Mr. ******* resolve his issue. We have emailed Mr. ******* and RMA ( return merchandise authorization ) so that he may returned the second order placed in error for a full refund. We have also emailed a return shipping label to cover the cost of return shipping at our expense. On 11/13/2023 we have received Mr. ********* return back and have processed the return for a full refund though his method of payment Affirm. Mr. ******* should see the full refund in 24-48hrs in his Affirm account. Thank you for the opportunity to respond back to this claim, if you require any additional information please do not hesitate to reach back out to us. 

  Customer response

  11/16/2023

   
  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.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a router bit from the company for approximately $90 in late 2021 or early 2022. As I did not need the bit immediately it was kept in my shop until needed. When the time came to use the bit I began setting up for the operation and at that time noticed that half of one of the two cutters on the router bit was missing. I contacted the company and after locating my order they requested photos which I sent. Two weeks went by and I did not hear anything from the company so I called them via telephone . They claimed they did not receive the photos. I resent the photos and did not hear from them again for a week. I called them again and they said they did not receive them. I asked them for a different email address which they supplied. I sent the photos to that email address and again two more weeks went by without a reply. I called them again and they again claimed they did not receive the photos. I sent the photos to several other email addresses, belonging to friends and businesses I work with, and they were received without any issues. I reported this to infinity cutting tools and their representative insisted the problem was on my end. At this point they stop responding to my emails. I had my wife send the photos from her phone and she received a reply. The company said they would be looking into the problem and would get back to her. She did not hear anything from them for a week so she sent another email. They replied, asking for the following information: the type of wood, being cut, the rate of feed, the speed, the router was set to, and more photos. At this point, she gave them my email address and ask them to continue working this problem out with me. Another week went by and we didnt hear anything so I emailed them to which they replied, they had asked for clearer photos, and other information which I had not supplied, and therefore could do nothing. I replied to them that the information they were requesting was not applicable as the router bit had never been actually used and it was received in that condition. Also that we had sent more than six different photos from all angles that were very clear showing the detective condition of the bit. The company has since stopped responding to any contact from me. I have called several times via telephone and asked for a supervisor, but somehow they have just stepped awaywhenever I call and do not return my calls even though I have left my contact information. I recently attempted to find the order on their site so I could supply the order date and amount of purchase for this form, but during this time I was blocked and can no longer access their site. My wife tried to access their site, but she has been blocked also.

  Business response

  02/23/2023

  Thanks for allowing us the opportunity to respond back to you. We have reviewed all the communication from you, and the notes on your account. Looks like you called in on 11/28/22 regarding an order that was placed 2/4/22 claiming that a router bit you received was broken. Our policy is to request picture(s), in order to verify the claim and help determine if the damage was something that happened in transit or potentially was a manufacture's defect. When you email us it will create a service ticket that is assigned to a technician, that technician will help resolve what ever issue your may be having. We have requested pictures and unfortunately we have not received them yet. Checking both the service tickets and the alternative email address we provided to you. The last response we received was from your wife on Jan 18, 2023 4:03 PM from the email address associated with the order, we responded back on Jan 18, 2023 4:51 PM ( less than a hour ) simply requesting pictures and asking a few basic questions. Unfortunately, we never got a response back from you and after a week closed the service ticket due to lack of response. If you would like to email the pictures to us, once received and reviewed we can potentially send you a replacement bit, or set you up with a return and refund on the bit. Also we do not have a feature on the website that will block customer access, also double checked your account it is not locked and is in good standing and the account can be fully accessed.  Please email the requested pictures to:

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

  -or-

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

  Once we receive the picture we will respond back to you via email. Thanks and have a great day.

  Customer response

  02/26/2023

   
  Complaint: 19337611
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  03/28/2023

  I have already complied with your requests by sending at least six clear photos of the defective bit via my wifes email acct. I also answered all your questions. You responded to the email containing the photos indicating you received them. What else do you require?

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