ComplaintsforPositec Tool Corporation

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  cid:7C0B2082-67BD-4577-8AA5-47E450FE8D8E

  Business response

  08/05/2024

  Hello Valued Customer,

  I hope this message finds you well. I am writing to address your recent experience regarding the processing delay of your label. I sincerely regret to hear about the inconvenience this has caused you, as it is certainly not our intention to further frustrate you or complicate the situation.
  
  As you are aware, since your product was purchased through Amazon, the return process must be initiated directly through the merchant. I understand that this may not have been clearly communicated, and we take full responsibility.
  
  To rectify this situation efficiently, I would like to offer you a warranty replacement for your hedge trimmer as a one-time courtesy.Our goal is to ensure that you are satisfied with your purchase and that we can resolve this issue in a timely manner.
  
  Please reach out to our customer service line at **************, reference this complaint and my name ****************** We are eager to assist you and rectify the situation as quickly as possible.
  
  We would greatly appreciate the opportunity to make this right for you. Your satisfaction is our top priority, and we are committed to getting you up and running in no time.
  
  Thank you for your patience and understanding.
  
  Best regards,

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

  Customer response

  08/06/2024

  I am rejecting this response because:
  

  080624. Please accept this as my response to your offer of a solution. If you read my initial complaint, I stated that 
  
  I have already ordered a replacement of the product thru Amazon because I cannot wait any longer for a return label.
  
  Therefore the solution makes no sense. However, I still need the return label to get a refund of the original 
  
  damaged product. Consequently, your offer of a warranty/replacement is not helpful under the circumstance. 
  
  Obviously, I have no use for two identical products nor do I want to pay for two products.  Can you offer another solution?

  Business response

  08/13/2024

  Hello ******,
  I hope this message finds you well. I am saddened to learn about the label not arriving in a timely manner as it should. Since your purchase was made through Amazon, they are the only ones who can issue the label for the refund you are requesting.

  >Order Details:
  >Agent: ********
  >Resolution Offered: Hedge trimmer at no cost due to the inconvenience caused by Amazon.
  >Shipping Details: Shipped from our ************** shipping facility on 8/7/2024, with an arrival date of 8/10/2024. The package weighs 10 lbs.
  

  >Next Steps: Refund: As a one-time courtesy, I would like to offer you a refund. This may take up to 7-10 business days plus transit time, as it will be sent in the form of a check.

  
  Updates: I will personally email you to keep you updated on the status of your return.
  We apologize for any inconvenience this may have caused and look forward to resolving this matter swiftly.
  

  Thank you for choosing WORX!

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have owned string trimmers manufactured by this company. They advertise "FREE" trimmer spools for life. This is false advertising and consumer fraud.On 6-1-24 I ordered replacement spools. Order #*********. The package includes 6 spools 2-3 ounces total. They are sent ***** Smartpost, a very discounted method of shipping. They charged me $9.91 for shipping these light weight products shipped by this economy method. This IS NOT "FREE" and consumer is overcharged for the shipping. To make matters worse I was charged state sales tax of .55 on "FREE" merchandise. As retired law enforcement this is illegal and amounts to theft. You can't charge sales tax for item that is supposedly free. What am I paying sales tax on? This is completely FALSE ADVERTISING, this merchandise is not "FREE" by any means. Customers are being charged sales tax for item that is "FREE" and overcharged for shipping. These practices need to end and company needs to be fined.In addition I received an email my merchandise was shipped 6-3-24, it is now 6-24-24 and I just received notice my $9.91 shipping item will be delivered 6-25-24, over 3 weeks later. For what I paid I should have had the merchandise within a week or less!I won't buy ANY future equipment from this company so they will lose a lot more profit than if they had just honored their "FREE" spools ad. Hey WORX $10.46 is far from "FREE".

  Business response

  07/03/2024

  Dear ***********,
  
  I hope this message finds you well. I am reaching out to address the concerning issue regarding the delay on your most recent order for spools.
  
  We are sorry to hear about your experience. I apologize for any inconvenience this may cause and would like to ensure that we will resolve this matter promptly.
  
  The free spools for life are free we only require a simply shipping cost of $9.91 plus tax to get the spools from our facility to your home. I most certainly submit your feedback that way we can improve our shipping process and costs in the future.
  
  To rectify this situation and ensure your satisfaction, we will refund you the charge of $10.46 as a one-time courtesy. The amount will reflect to the form of payment within 3-5 business days.
  
  Thank you immensely for your patience and understanding.
  
  Thank you for choosing WORX! We deeply appreciate your business and look forward to continuing to provide you with excellent service in the future.
  
  ******************

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. However I feel in the future this company should not be allowed to charge sales tax on items that are advertised as "free" . this is CONSUMER FRAUD and a crime. I also feel shipping charges should be the actual cost and not inflated. I am sure the shipping on these spools, due to minimal weight is $4 or less, no where near $9.91. In the future don't advertise merchandise as free when it obviously isn't, that is false advertising!
  
  Thank you. 

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

  Retired law enforcement KS & WY 37 years

  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction 4/12 $127 I ordered a pressure washer I received a tracking # for the battery only received that on 17th. Meanwhile the pressure washer was still in process. I waited and I received no emails I finally call to see if it was on backorder. I explained everything to the customer care even sent her a picture of the email. I told her I had no tracking # for it. She checks and says she has a picture of it being delivered so she sent it and I confirmed that my house but it was not there and told her if I had a tracking # I would've known when it was coming. She then speaks with a mgr and was told that I had to file a stolen package with law enforcement. I told her it was negligence on there behalf because you all left my product in processing mode and didn't email me a tracking # . If I had the tracking # my package would not have been stolen. She said they will not reship because it was delivered

  Business response

  05/13/2024

  Dear *******,
  
  I hope this message finds you well. I am reaching out to address the concerning issue regarding the missing pressure washer.
  
  Upon reviewing the details, it was confirmed that the pressure washer was successfully delivered to the address specified on the order, as per the ***** tracking information and photo left. I understand your frustration upon discovering that the item is missing despite the delivery confirmation indicating that it reached your home. While I cannot determine what transpired after the delivery, please know that we take this matter seriously.
  
  To rectify this situation and ensure your satisfaction, we will be shipping a replacement pressure washer to you as a one-time courtesy. I will personally follow up with you to provide the new tracking information to monitor the shipment's progress.
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to reach out to us. We are committed to resolving this issue and ensuring that you receive the product.
  
  Thank you for choosing WORX! We deeply appreciate your business and look forward to continuing to provide you with excellent service in the future.

   

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

  
  

• Initial Complaint

  05/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Thanks, there's no customer service via phone or online chat after being placed on wait and then recordings and hang-**** I bought the 20V 2-gallon Cordless Lawn Sprayer WG829.9 back in April 2022 and the pump stopped working after performing step-by-step procedures according to the instructions to no avail.

  Business response

  05/06/2024

  Hello *****,

  I hope this message finds you well.

  I apologize to hear about all the hang-*** you have experienced and went through, as this is not what we stand for and always have live representatives available from Monday through Friday from 9 AM to 6 PM Eastern standard time. Rest assured; we will most certainly submit your feedback to the correct department.

  To address your concerns promptly please feel free to contact us direct at ************** option 8 or via chat by simply visiting out website at WWW.WORX.COM. In the meantime, I will personally reach out to handle any questions or concerns you may have and get you up and running as soon as possible!

   Thank you for choosing WORX!

   

  Kind Regards, ******************

  Customer response

  05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Worx 3 in 1 blower vac WG-512 from ********** in 11/21 and it has a 3 year warranty. It stopped working in October 2023 and I called Worx support on November 2023 and again in December 2023 to file a warranty claim. Both customer service reps were nice and told me that the unit was back ordered and they would put me on a waitlist and I would be notified when it became available. On January 30 I called again and inquired about the status and talked to Brand Ambassador ***** who told me that it still on back order. This time she told me that she would process the claim (which neither rep before mentioned this) and I received an email that same day telling me that it the warranty claim had been officially processed. It is now March 1st and nothing! This is ridiculous. I did upload the receipt to ***** along with the serial # of my unit.

  Business response

  03/04/2024

  I am happy to help ************ with a warranty replacement WG512. I created order ********* to send the replacement. It should arrive within 4-14 business days via ****** We have his email address on the order so once the order ships, he will receive an email containing tracking information. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a weed trimmer in September, 2023. The amount of $128.84 was deducted from my checking account on 9/21/2023. I placed a call to them on 9/27/2023 at 3:02 p.m. to find out why I did not receive the item pictured on the website. The item I received did not have the advance feed button on it. It was explained to me that the item I ordered had the wrong Item number for the item that I wanted. They told me that I should return the item via Fed Ex and then contact them when the item reached the destination in **************. I was not able to get to a Fed Ex drop-off site until 10/04/2023. I called them on 10/09/2023 to let them know that the trimmer had been delivered to them in **************. I was told the new trimmer would be sent out and that I would have to pay for that trimmer or I could wait until I received the refund for the returned trimmer. They told me that I would receive the refund in 24 to 48 hours. Believing them, I placed the order for the new trimmer. 48 hours came and went. I called them on 10/12/2023, 10/19,2023 and 10/23/2023. I was told that they were unable to complete the refund electronically and would be sending out a check. They said it would take about 4 weeks to receive the check. On November 17, 2023, I called to find out what was going on. The woman that answered the phone told me that the check was being processed and needed to be signed by hand. I am still waiting for the check. During this whole time, I never received an email or a phone call to let me know what was going on.

  Business response

  11/29/2023

  Regarding the requested refund for order #*********. We were unable to process a refund back to ************************ **** on file. A refund check for $128.84 was requested to be mailed so that it would arrive on or around 11/31/2023. ******************** should receive her refund check within the next few days. 

  Customer response

  12/03/2023

   
  I am rejecting this response because: I have been waiting for two months total for my refund. I contacted them several times and was repeatedly told my refund was coming. I still have not received my refund. I do not believe what they say.
  
  

  Business response

  12/04/2023

  I apologize that you have not yet received your refund check. I will contact our accounts payable department for more information about the check. In the meantime, could you verify your mailing address?

  Customer response

  12/05/2023

   
  I am rejecting this response because: I find it incredible that they do not have my mailing address since I have received the shipments of my purchases from them. None the less, here is my address: ************************************************************************************
  
  

  Business response

  12/05/2023

  Thank you for verifying your address again. That is the address for which I requested the check. I have not yet received a reply to either of my requests for information about the check we sent. As a consequence, I will request that another check be cut and mailed ASAP.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have used Worx power tools for years, and recently I am perplexed. My 16 in model chain saw the tension k*** froze in place. I ended up being told that it was not repairable. I ordered over the phone from Worx the WG304.1 18 in model which I now have. Here is my simple problem. When I went to register online with the warranty, I entered the information, and then I was directed or asked on the website to sign up for an online account, which I then created a password. The user ID is your email address. That directed me to an email link that Worx sent to confirm it was me registering. I clicked on that email link, and now I cannot get in. I was told by someone in IT ******************* ************ today via email that my account was not locked, simply go back in to reset my password. I do that, and it sends another message that an email link will be sent, but that has not happened. In addition, I spoke to someone yesterday and went over the issue with my 16 in worx chain saw, supposedly unrepairable, but when I explained to him my problem, he said likely all I needed to do was replace that tension know ($30 part) and no need for a new one. I am asking for someone, from this company to call me and help me get my online account going and also if my 16 in worx chain saw is truly repairable. If so, where can I send for that repair. Lastly this *******************, I emailed for him to call me, I tried to leave him a voice mail and his message box is full. This problem would be resolved, in my opinion if he would take the time to call me. I see this all the time. An employee not willing to contact a customer. I guess it is not their job.

  Business response

  07/27/2023

  Know that this is not what we expect from our products or services. We appreciate you bringing this to our attention. I tried calling so I could discuss the issue with ************** but had to leave a voice message. I would be more than happy to place an order for the Chain Housing Assembly (********) used in his WG303.1. I am able to view the registration for ****************** WG304.1 so it is registered. It is not appearing in his account information because the order was placed here by one of our agents. For an order to appear in the customer's account, the order must be placed by the customer on our website while signed into his account. ************** called and we discussed his issues.

  Customer response

  07/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order the following items since june 29 2023. I have not received the items. I am not able to get a status of the items. The money has been taken out of my account. i need the The items or my money back, The following is the confirmation message I received from the company:On Thursday, June 29, 2023, 10:39:44 PM EDT, *************************************** <***************************************> wrote:Your order has been received!Order Number: ********* Worx Logo Worx Step 1 - Order Confirmation ORDER NUMBER: ********* HELLO ***********************,Your order has been received! Thank you for shopping with Worx.View your order summary below.VIEW ORDERShipping To:7512 *************** CourtCourt ************** ** ***** ** ORDER SUMMARY QtyProductsOptionsUnit PricePrice 1WX261L Nitro 20V Power Share 3-Speed Cordless Impact Driver with Brushless Motor************ 150044973BATTERY FREE - 20V Power Share 2.0 Ah Battery (WA3575)0.00.0 Subtotal: ****** Discount: 0.0 ******************** 0.0 Sales Tax: **** Grand Total: ******

  Business response

  07/26/2023

  We apologize to ************** for the delay in shipping his tool due to an address validation issue. I have corrected the shipping address which will now allow the order to ship. He should receive the impact driver within **** business days via his postal carrier. Once a tracking number has been assigned, he will receive an email containing the tracking information.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered parts to a saw I bought a while ago. The man told me I had to buy the whole set-up which I did. I received the parts but not the ones I was expecting to get. Order number ********* I have tried unsuccessfully to call about this problem and have been on hold for about an hour. I spent $36.82 on the parts and don't have the ones I needed. It seems there is no way to be able to talk to anyone. I am not happy with this situation and was wondering if you could help me with it.

  Business response

  07/20/2023

  It is unfortunate that ************************ received the incorrect parts. We would be happy to help. I have issued a refund for $36.82 back to **************************** **** ending in ****. He should see this credit on his statement within 3-5 business days.

  Customer response

  07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

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

  
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sent me a lawn mower to try and I would be paid for my time. They sent a unit without any instructions and it also didnt work. I spent quite a bit of time and frustration trying to set this up and eventually sent it back. They are refusing to do pay me for my time. I want the $50 Ive earned.

  Business response

  04/19/2023

  The company, My-Take, offering the incentive for testing the Vision, was aware that there were requirements which we needed to be fulfilled in order to receive the incentive My-Take offered. At least two of the requirements included the registration of the tool and connecting the Vision via WiFi. Registration of the tool needs to be done before the Vision can be connected using WiFi. ****************** had two user guides emailed to her and we would have been happy to help with any issues she encountered if she had contacted us for help. We are unable to verify that she completed the test requirements because she did not register or connect the Vision to WiFi and also did not contact us about anything beyond asking for the user guide which was emailed twice. ****************** has been informed that she needs to contact My-Take at ************************ about any payment since they were the company offering the incentive.

  Customer response

  04/19/2023

   
  I am rejecting this response because: they sent a defective product that didnt work. I spent a lot of time and frustration with this product and deserve to be compensated. Its only $50!!
  
  

  Business response

  04/20/2023

  *******************, please be advised that after further review we are unable to substantiate your claim.  If you can provide proof of registration, we can proceed with validation to our vendor partner that you have completed the requirements of the product testing period. If no proof can be provided and attached to this BBB complaint, we will consider this matter closed.

  Customer response

  04/21/2023

   
  I am rejecting this response because: we couldnt register it because it didnt work and the instruction manual you emailed was for the wrong model.  Its just $50! Youre acting like its millions! How sad is your company that you dont feel time is worth anything and I spent a lot of time working on that mower because I desperately need that money for food and medication  why are you being so heartless? 

  
  

*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. ↩