Complaints

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold me a knock off weedeater. The engine seized within two months of buying it. This place refuses to replace the item. It was a brushless motor so it should have never done this. They are selling bogus tools under name brand labels. All I want is what I paid for yet these people wont budge an inch. Unfortunately now I have to ****************** not to buy from toolup.com.

  Business response

  09/14/2023

  Hello Will,
  
  We are sincerely sorry to hear that your weed-eater is no longer functioning. While we take pride in being an authorized distributor for all the brands available on toolup.com, there can occasionally be unforeseen issues with products, including defects.
  
  We would be more than happy to assist you with a refund or replacement. However, I am unable to locate an account or order associated with the email address and name you provided to the Better Business Bureau (************************* or E-mail: ********************************* If you could provide us with any additional information, such as an order number, we would be able to assist you further.
  
  We genuinely appreciate your time and once again apologize for the inconvenience you've experienced with your product.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was browsing toolup.com for my husbands birthday, put the 3 items I chose and proceeded to check out using my paypal acct, it's a new account and I haven't recieved my debit card and a virtual one wasn't offered, I check my paypal account daily if not more and saw a ****** charge from toolup.com, now I didn't make the purchase like I said I had no card to do so, so how this merchant managed to charge my account is beyond me, now I don't have an issue with the purchase but whats odd is the items are still in my cart, i never recieved an order comfirmation, reciept or order number to track the order. I messaged them a couple of times and to no avail I have yet to recieve a response

  Business response

  08/14/2023

  Hello ******,
  
  
  Thank you for reaching out. We are sorry to hear about the issue and the PayPal charge that you are encountering.
  
  
  I was able to locate the charge through our PayPal records. Unfortunately, it appears that there might have been an issue with either the payment, the checkout process, or a technical error. I am unable to find an order under your email address, and since you did not receive an email confirmation, it seems that the order was not fully processed. To address this, we have taken the necessary steps to void the $479.39 charge on our end. Please allow a few business days for PayPal to reflect this adjustment.
  
  
  We sincerely apologize for the issue and the inconvenience it has caused.
  Please let us know if there is anything else we can do to assist.
  
  
  Thank you.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I submitted an order for 9 packages or 50 of 3" x 3 3/4" wedge anchors. I made the order on December 11th, 2022. The order arrived on 12/17/22. I paid $242.96 for these wedge anchors. I bought these wedge anchors to stock for the upcoming season. I did not think to check if it was the right product because I would expect for it to be the right product. When I was organizing my tools in my garage I opened the package from Toolup- this was in mid March. I could tell the wedge anchors were far too small. I immediately sent them a message asking to return the product and send what I ordered. I honestly thought this would be a simple request. The message I received made no apology- it was a short message asking for pictures. I sent them pictures with a tape measurer showing the wedge anchors are an inch too short- measuring at 2 3/4" long. I did not receive a response for a few days so I called them on 3/21/23. They had no info and said they would get back to me. I offered to drive down to ********* to exchange it for what I ordered in that conversation and they said that is not an option. They then emailed me that afternoon stating "Hello, Unfortunately, due to the age of this order, we are unable to investigate or take further action. We encourage our customers to report any issues to us within 30 days of the expected delivery date. We appreciate your understanding." This is completely unacceptable. They sent me the wrong product. The product has not been used and can easily be sold to someone who needs them. I have no use for it and can't believe they will not fix THEIR OWN MISTAKE! This isn't a situation where I ordered it wrong- I ordered it right and they sent the wrong stuff. I order products for my customers and I have ordered things wrong. I would not be in business long if I made my customers pay for my own mistake. This shouldn't be difficult and I am very disappointed at the lack of customer care and OWNERSHIP of THEIR MISTAKE.

  Business response

  03/22/2023

  Hello,

  We've accepted a return for this order and issued the customer a prepaid return label as a courtesy. Once the return is received a full refund will be issued. Our return policy does encourage our customers to inspect all items and report any issues within 30 days of delivery. Our customer reported mis-shipment and requested to return 88 days after the order was received.   We appreciate your understanding. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a hydraulic pole tamper and 2 batteries for upcoming jobs that were listed in stock and confirmed before ordering by toolup.com.The sales receipt shows all items in stock and shipping on NOV 28, 2022. (the next day) Over two weeks later the order has not arrived. There is no tracking number given. Our company credit card was charged the full amount of $2229.20 on the day of purchase.The best outcome would be that these items would arrive promptly! as we have pushed off a job as long as possible, waiting for the tool. They can ship the batteries now because they are in stock. And have them refund our credit card while we wait for this company to ship our order. We would like to see the website held accountable for telling people they have items in stock when customers call or web chat to ask. And not charging credit cards WITHOUT tracking numbers available on backordered items. And send out all in stock items at time of purchase.

  Business response

  12/29/2022

  We unfortunately could not find the item in the warehouse at the time. We subsequently did and the orders have been shipped and delivered. Fedex 392481042798

*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. ↩