ComplaintsforAcme Tools

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Having order ******** and having a return with this order, return tracking ************ But the return has been stuck for long time so i contact with ***** for help ***** told me i need ask for label owner (acme ) FILL a investgation But i contact with ACME, they told me just start the dispute and ask me to fill investgation Even i told them, i cannot fill investgation because i am not label owner they do not care keep saying to fill investgation by yourself or just dispute. And i ask them have u guys reach out to *****, they tell me ***** will not open investgation after 7 day for no ************* ON THEIR SUPERVISOR **** Then i call ****** they told me ACME that supervisor **** is lying. The l;**** Owner can open investgation any time within 90 days what a joke business and customer service, even a supervisor is lying to customer what customer ser

  

  Business response

  04/01/2024

  Hello 

  This order was shipped and delivered with photos from ***** of the delivery address. We have reached out and did an investigation and ***** responded saying the units were delivered. We have ask the customer to reach out and dispute the charges with their payment provider.  tracking is attached of the deliveries. 
  
  *****************************************************************************************

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

  If these units were Stolen they should work with their authorities. 

   

  Acme Tools Customer Support 

  Customer response

  04/01/2024

   I am rejecting this response because:
  
  ACME PLZ READ MY MESSAGE 

  IT IS NOT FOR DELIVERY 

  IT IS FOR RETURN 

  CAN U GUYS EVEN read customer message a bit????

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

  HERE is return tracking

  the return tracking not updating for almost a month!!!!

  plz read 

  

  Business response

  04/02/2024

  Hello 

  We are sorry for the lost return and are going to be refunding the customer. 

  ********************** Customer Support 

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a woodworking machine thru acme tool,item back ordered and charged a ***** lift gate fee for delivery, canceled order within 24 hrs time cause I can get it somewhere else now with no lift gate fee! Acme charged my **** card even though they didn't have product in stock and nothing was ever shipped. A violation in most states!

  

  Business response

  01/19/2024

  We are very sorry for any issues you encountered. Acme Tools doesn't always ship their own products, they sometimes ship direct from the manufacturer and are special orders. Dropship orders like this one may incur charges right away as they are shipped direct.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 4th, 2023 I ordered a Makita XGT leafblower kit (leaf blower, battery, charger) which came with a bonus battery. Order total was $359 before tax and $381.44 after tax. I received confirmation of the order via email. On August 2, I received 2 emails telling me that the order had shipped. It was unclear to me then why they had sent 2 emails since I only had one order, but the next day I received another email that the battery was on its way and it was followed by another email again telling me that the battery was arriving soon and then on August 3rd I got yet another email telling me that my order consisting of ONE package was on it way giving the impression that the whole order was coming on the same day.As such, I instructed my elderly mother whose house I use for shipping (she's available to sign for packages) to be on the lookout for the order which arrived last Friday on the 4th of August and we were immediately notified that it was delivered so there were no issues. It turned out to be just the battery. Other than the initial email that my order had shipped (with the 2 emails), I had no such notification that the tool itself was on its way. Again, for the battery, there was an initial email that it had shipped followed by 3 more emails giving me shipment updates. For the tool, I never got any more updates so I assumed that it was delayed and I would be notified when it was on its way.As it turned out, it was delivered on Saturday the 5th without notice; the ***** driver didn't knock, ring, or ask for a signature which is usually how big purchases are handled and a package thief stole the package as it was in full view. **** claimed no responsibility nor any way to make this right. I admit in retrospect that I should have viewed the two initial emails more carefully, but the inconsistency of notification for the two packages along with not requiring a signature on the delivery contributed to this package getting stolen.

  

  Business response

  08/10/2023

  We are very sorry to hear about your experience. We were required to ship this order in 2 different packages due to different shipping requirements. The shipping details for each item were emailed on August 2nd as indicated  We apologize if you didn't get any reminders regarding all packages. We do our best to send updates but carriers are sometimes delayed in their system. 
  
  If you believe this was stolen, please work with local authorities. We recommend, if the package is no longer located in the delivery location specified to please check surrounding areas. We have found that packages are sometimes picked up by neighbors for safe keeping. We would be happy to assist with any additional information you may need. 

  Customer response

  08/11/2023

   I am rejecting this response because: The package getting stolen is in large part due to their negligence to require a signature and offer shipping updates (like they did for the smaller part of the shipment). In addition, they have failed to either to file a claim against ***** or have other insurance against issues that come so their entire risk management is falling on me. That is unacceptable. Just because ***** dropped off the package at the house doesn't mean it was delivered and both parties' responsibility is done. It's classic "Not my job".  The population of the area I live in is *********+ people and package theft is not something law enforcement really pursues so it's ridiculous that they think that is a solution. I filed a police report and have offered to send it to them so they can file a claim with ***** but they have also refused that. As I was not the shipper, that is not something I have the ability to do so. So between the multi-billion ******* of ***** failing to knock on the door or concealing the package, and Acme Tools failing to notify me when the package had shipped, I apparently have to be the one who loses the $381.44.  So much for a "family owned business".  It's obvious Acme Tools isn't going to do the right thing here so this is more of a warning for others: Always use a credit card with them so you can dispute the charge. I made a mistake of using my paypal account because it was easier. 
  
  

  

  Business response

  08/11/2023

  We apologize, sometimes the carrier does not provide updates on all their shipments. The tracking information was provided for both packages and updates on shipments is always available through the shipping carrier. We do offer expedited shipping options where a signature is required on some of our items. This option was not chosen.
  
  Unfortunately we are unable to file a claim with ***** on delivered items. We can do a claim on lost items but this was not lost. For theft of property, please work with local law enforcement. We do not have coverage for theft of property at your home but you *** have home insurance or other coverage that *** be able to assist. We understand how frustrating this can be and we are very sorry. 

  Customer response

  08/11/2023

   I am rejecting this response because: we are just going around in circles.
  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 20, 2023, I ordered a Toro 20V *** 12" Cordless Trimmer/Edger (Tool Only) BRAND: Toro SKU: 51484T Order Number: ********. I asked if this trimmer would work with the batteries I already have. I sent the numbers on my batteries and included a picture. I was told the trimmer would work with these batteries. I received the order on June 23. My batteries did not fit in this trimmer. I notified Acme Tools, and on June 29 they sent me a ***** return label and I sent the tool back to them on July 1.Meanwhile, on July 7 & 8 the credit card I used for this purchase showed 5 charges from Lyft for cab rides in **********. I did not authorize these purchases and contacted *************** immediately. They cancelled my credit card and have sent me a new one.On July 11 Acme Tools sent me an email saying they have received the returned Trimmer but were "unable to process your refund as your payment method has declined." I contacted Acme Tools by phone, explained about the fraudulent charges from Lyft, and asked to process the refund on a different credit card. They refused. I asked them to just send me a check. They refused. I said my new card from **** of America will be here soon, you can process my refund on the new card. They refused. They have my money and they have the tool and refuse any refund. This is not right.

  

  Business response

  07/18/2023

  We sincerely apologize for any inconvenience. Due to system limitations, we are required to use the original method of payment to refund any transaction. In this case, the original method of payment failed. We recommend disputing the charges with your bank so we can be sure you are credited the right transaction amounts. We are very sorry for any issues you experienced and we would be happy to assist you with this process. Please contact us directly for any assistance. 

  Customer response

  07/19/2023

   I am rejecting this response because:
  This is no response at all! I followed their return instructions and sent the item back for a refund but they refuse to give me the refund. They now have both my money and the item I returned. This is preposterous! They cite "system limitations," what a joke! Just write a check for the refund amount!
  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/9/2023, I ordered a Champion ****** for $800 and noticed the next day that a competitor was selling the same one for $554 so I called to see if they would match the price, but the customer service was closed. When i called the next morning (7/11) the representative reviewed the competitor's price and said they would not price match the competitor due to the competitor having a promotional price, (did not offer to price match their non-promotional price either) so I asked if they can cancel the order. The supervisor said she would call me back by the end of the day with or without a resolution, to update me on the situation but NEVER called. The representative called me on 7/12 and said it was too late to stop the shipping (more likely didnt care) and that they would be charging me up to $240 for the shipping return + another $40 for the restocking of the product They kept saying the manufacturer was charging the fee, but I was doing business with Acme Tools and not the manufacturer. I feel they could have had the shipment stopped and returned as it didn't leave the state it was picked up from when I initially called. I did dispute the charge with my credit card company but feel they should not be charging me for a product that has not been provided.

  

  Business response

  07/17/2023

  We are very sorry to hear that your experience was less than perfect! We did a thorough review and found this order was unable to be cancelled, it was already shipped. Since the item was already in transit we were unable to cancel or make any changes to the order. When an item has shipped, shipping costs are incurred even if we stop the shipment. Due to the cost, a re-stocking fee maybe required for non-defective merchandise (please visit ********************************************************* for more details).
  
  This situation has since been escalated by the customer. A dispute was filed with the customer's financial institute. Unfortunately, due to this dispute, all details and decisions regarding this transaction are made by the customer's financial institute. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Honor Website listed prices and discounts as it appears on their website from a ****** Search of best time of year to buy a Milwaukee tool leaf blower **************************************************** screen shot. There was no searching on page to be done. I found the item I was looking to purchase and it said to enter a code of 3PEAT to receive $50 off, lowering the cost of item to $75. The website would not allow me to use supplied code. I contacted customer service to find out that I had to spend $200 more dollars to be able to use the code. No where on website from link that I clicked on says that is the case. I do not appreciate Acme telling me We are sorry if this caused any confusion for you I am not confused by anything except the fact that Acme will not honor listed prices, making their platform nothing more than clickbait. I should not have to and will not search around their website looking for reasons why they will not honor. I would understand if this was clearly stared from link that I clicked, but you will see in screen shots, it is not.

  

  Business response

  04/12/2023

  We are very sorry for any misunderstandings on our part. The details of the promotions are all located on our website at www.acmetools.com. Any information displayed on ****** or other search engines may not always show the most accurate information. When you see a promotional offer displayed on our website, we always recommend clicking the details for more information. Again, we are very sorry and we will work with ****** to fix any discrepancies. 
  
  Thank you, 
  
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company wasted around 1% of my remaining life left alive if I live to 70 years old, just for this stupid tool that never even showed up that I'm still trying to get and can't because I don't have my refund yet. Can you start to see why I'm angry? You can't do anything to make this better. Anything you change is only for the next generation.

  

  Business response

  10/13/2022

  We apologize for any delays encountered. This order has been cancelled and a refund has been issued. Please allow 3-5 business days for the refund to fully process. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Someone made an order with this company using my email address. I tried to resolve this with the companies customer service and asked them to not place the order and not send the item as I am concerned about being charged for something that is being sent express to another party in another state. **************** refused to help in any way or even to look into it. I provided all of the information needed for them to follow up but they refused.

  

  Business response

  08/24/2022

  Thank you for contacting us. This order was placed on our website and the information was entered by the customer. If you did not place an order or feel you received this email in error, we recommend that you check with your email provider and update your email password and security information.
  
  
  We appreciate you bringing this to our attention. We have forwarded this on to our risk management team for further review. We will also attempt to work with the customer to get this information modified for future orders.

  Customer response

  08/24/2022

   I am rejecting this response because: they should not have put the onus to correct this on me. They should have contacted the buyer about the error and not sent the item until the error was resolved. This was a lazy and unacceptable response from them. I will be checking my accounts and if I am charged for this item I will expect a full refund from this company. They could have prevented this by simply contacting the buyer.
  
  
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 26 2021 I bought Rikon bandsaw model ****** with fence for ****** off of Amazon which was sold threw Acme tools. At the time my wife and I was in the process of moving so I never got a chance to use the saw until Dec 2021.The saw came with a 1/2 in blade which worked fine. but the saw but the saw is also manufactured to use 1/8 in blades. I ordered 2 1/8 in blades from Amazon also and noting I have used many woodworking tools to include bandsaws for the past ************************************************************************************* the center of tire. which is where it is suppose to ride when it is all set up. I have had difficulty since that day with 1/8th in blade once it is all set up and start machine there is no load on it meaning I don't have a board against the blade and the blade comes off. I have been in contact with Rikon several times and they have given me the run around, The 1st tech I talked to was ***** he walked me threw some procedures that did not work and then advised me that woodcraft sells a attachment that helps the blade tracks which is ***** which I believe I shouldn't have to spend that extra money when I just spent over ****** on this tool. My last contact with Rikon was March 31 2022 and spoke with Rod he sent me 2 of their blades he said the thickness on those is what the saw needed not the after market blades. and as of 4/2/22 I received the blades and installed on the saw. with no avail it is still doing the same thing. Thank you if you can help *******************

  

  Business response

  04/04/2022

  We sincerely apologize if this item is not in working condition. We offer a 30-day satisfaction guarantee on all our items. Unfortunately, Acme Tools was contacted 5 months after this item was delivered which exceeded our 30-day manufacture guarantee. After 30-days we are required to work directly with the manufacturer.
  
  We apologize for the issues encountered. Any recommendations or service that was provided was done by the manufacturer (Rikon) and not Acme Tools.
  

  Customer response

  04/04/2022

   I am rejecting this response because:
  
  
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a significant purchase at Acme tools (order#********) store #*** in ************ **** 11/22/2021 at 2:13pm. The purchase was made primary of for a promotional 8AH battery. They did not have the battery on had at the time but was told by ***** the associate that it will be in within two weeks. I did had to call after waiting a month and still no battery. I waited another month just to find out that they are still on order and the company has had some on order since the follow April. During this phone conversation I was hung up on and then my call was ignored. I was able to speak to a manager (*********************) who ended up putting me on hold for over 8min when looking to find out if they were a member of the BBB. I ended up having to hang up and call back only to for them to not answer my call. I finally got back on the line with *** and again went to put me on hold but this time hung up with no call back. Again, I called back and still was not able to get any type of answers. They keep saying the cannot do anything about it since the promotion was from Milwaukee but yet my money went directly to Acme tools not Milwaukee. I feel bad for all the other customers out there that have been swindled by this company just so they can make a sale.

  

  Business response

  02/10/2022

  Hello, We take our customer service very seriously. We would never intentionally hang up or ignore calls from our customers. 
  In this situations it does appear that we did have delays with the manufacture trying to get the free goods that were offered in their promotion. We have since acquired the product and have fulfilled the customers order. One of our agents has reached out and the customer appears to be satisfied now that the items have been delivered. We are sorry if there was a misunderstanding on the communication with the customer of the delay. 

  ********************** Customer Support 

  Customer response

  02/10/2022

   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.

*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. ↩