"I ordered a Dewalt planner from Toolup.com and a defective product was delivered. I made several attempts to contact a representative to return/exchange but NO REPLY or SUPPORT was provided. I then contacted Dewalt directly and they came through with excellent service and support. A Dewalt service center nearby sent me a free shipping return label, took the product back and made full repairs at no cost. Other than the time exhausted, Dewalt remains a great product. Not sure why they would do business with Toolup.com. Worthless company so stay clear!"
"I ordered from Tool up this item Ridgid 42878 238-P 1-1/2" - 8" Powered Soil Pipe Cutter on July 22 2018 they charged my card but they never deliver the item today is August 3 2018 and I am called them to see what happened with my purchased I got answer that they going to ship it today and I asked why they did not ship it before then he says we had a problem with the order so I will ship it today I asked them why they not email me that they have delay or tracking number he didn't have any answer so I told him to cancel my order I will buy from different place and I will get the item in 2 days I am very disappointed from the service with this company I bought from them a few times but this time it's make me to not to buy from them no more."
"Over 5,000 dollars of headache. Ordered 4 new high end Knaack boxes. All 4 damaged, 2 slightly, 2 horribly. No big deal right. Wrong. Ordered 2 to replace even though they tried hard to just refund my money ( red flag in hindsight.) The two replacements were badly damaged too. I don’t mean scratched paint, I mean banged the hell up. So my job at a major automotive plant started without the required tool boxes. Adam Ward is rude and condescending, offers me a 200 dollar discount on a 2000 dollar box all smashed up. Absolutely don’t risk it. Very bad service and products"
"Order a tool on line Friday night , never got an email to confirm the order , 5 days later I call and ask if they got my online order , the guy says oh that shipped yesterday , (convenient I thought ) I asked for the tracking number he said he could give it to me right then but he would email it , I said I want it before the end of the day or I call pay pal he never emailed the order # or tracking # , I got PayPal involved to investigate and hold the payment until I get my package , two days after they supposedly shipped the tool , they open up a case with fedex to stop the shipping and return the package back to them , I think they tried to scam me , PayPal assures me I am getting my money back "
"They would only ship my order to my billing address without faxing them lots of additional information. Customer Service is not helpful."
"On Friday, I ordered a simple 10" plastic blade and wanted it overnighted. I paid $29.90 to have it shipped overnight. When you order something and pay for overnight shipping, you expect it the following day. Now it is Monday and I still have not received this blade. I called ***-***-**** and spoke with Adam and was explaining the situation and he kept stating they don't ship on Saturday. I said I am looking at the FedEx website and it was shipped Friday from their facility in Las Vegas. He then rudely stated give me your order number. I then asked to speak with a manager and he asked why and I stated I did not appreciate his attitude. Adam then stated that I was the one with the attitude. He finally transferred me to Chris. I explained to Chris and he said that it was my fault because I misunderstood their shipping policy. Here is the shipping policy from their website.
Toolup Shipping Policy
Standard Shipping
Toolup.com uses FedEx to ship its products to you, our valued customers. Packages under 140lbs and that meet certain size requirements can be shipped via FedEx Ground or Home. Transit time within the continental US is 1 to 5 business days. Guaranteed delivery times are for the amount of time the package spent in transit. Packaging and pulling of inventory is not included in the transit time.
Delays due to Acts of God, weather or other unusual circumstances are not refundable.
It is important to choose Business or Residential delivery correctly. The customer will be held responsible for additional charges if chosen incorrectly.
Expedited Shipping
We offer FedEx Standard Overnight, FedEx 2 Day or FedEx Express Saver expedited shipping rates. These shipping speeds do not include the time required to prepare your order. Certain items, such as aerosols and lithium ion batteries cannot be expedited due to hazardous material regulations.
Orders to Alaska and Hawaii must be shipped air freight. We only offer 2-Day and Overnight shipping speeds on orders to these states
Large / Bulky Items – Freight Shipping
Toolup.com stocks many industrial and commercial grade tools and accessories. Some of these items are large, heavy and/or bulky (items such as Threaders, Benders, Panel Saws, Generators, etc). These items may not be able to ship via FedEx Ground and will require a Freight delivery. Free shipping promotions only apply to items that can be shipped via FedEx Ground.
When shipping to a business please choose whether you need liftgate service or not. Without liftgate service, you will be responsible for removing/off loading your order from the truck. If your site has a forklift or loading dock, you may wish to choose the no liftgate option. If liftgate is required at time of delivery but not selected during ordering, you will be responsible for any additional charges. If your delivery location is actually a residential address, you will be responsible for additional charges that will be charged by the freight carrier.
Claims/ Damaged Goods
Should your items arrive damaged, refuse the shipment and indicate to the driver that the shipment is damaged.
Any claims regarding your shipment must be filed with Toolup.com within 3 business days of delivery.
Shipping Promotions
We offer free ground shipping on all small parcel orders over $199. This offer is limited to items below 140lbs, and which meet certain size and packaging constraints. Items that cannot be shipped via FedEx Ground do not qualify for these promotions. Freight & Truck Line and/or expedited shipments are not Ground shipping. Free shipping is automatically applied to qualifying orders at checkout.
WHERE DOES IT STATE THAT OVERNIGHT SHIPPING MEANS BUSINESS DAY TO BUSINESS DAY.
Chris gave me a name of a manager, Nick Book stating he would be in at 10. I called back to talk to Nick Book and then Adam stated that he was on vacation. I asked to speak to another manager and was told by Adam that no managers were available. *** I just spoke with FEDEX and they apologized that Tool Up did not state that Fed EX Express does not deliver on Saturdays or Sundays***"
"If you don't have any problems with your order, then you will probably do fine, but Adam Ward, the guy I talked to, couldn't have cared less about making the order right. Because I paid with PayPal and one item I had purchased was on backorder, the whole order was put on hold, but I never received an email stating this, nor a warning before paying. I use these tools for business so I need to know these things the same as knowing whether a supplier has the materials for a job. Anyways, after not getting the items after a week I called and found this out. I had to explain to Adam what the best thing for them to do was, as if I was his supervisor teaching him how to take care of a customer. I still have no idea when anything is going to get here because the toolup.com site won't let you look up tracking information. Ridiculous. CPO outlets, toolnut, acmetools, or any other tool site will sell it to you for the same price and give you reasonable customer service."
"I placed an order on 10/04/17 for a Jet grinder stand . When ordered they told me it would drop ship in about a week and I would be getting notification soon. Called back on 10/09/17 asking for a tracking number they stated still had not received one but they sometimes lag and I should have it by Friday 10/13/17. Called them on 10/11/17 and Chris said he would have to call Jet for status. Received an E-mail from Chris this morning 10/12/17 telling me the stand was being shipped to them first then it would be shipped to me.
So I was run around for a week by Tool Up who can't get their act together. Cancelled the order and will pick one of Tool Up's many competitors who have the same or better prices and have half a clue about customer service."
"They are like an ebayer, but slightly more. Extra battery deals, they don't ship em or give em unless you contact them after you get the tool and missing batteries. Once they finally shipped the extra battery I was promised, I said thank you very much. I regret emailing thanking them for anything. I'm the one buying, they should be thanking me."
"The title is the order I placed with toolup over a month ago. I have bought many tools over the years but I never had a issue with them till now. I ordered a Milwaukee Surge kit that was back ordered. I have emailed them multiple times and there is no response. After multiple attempts and a month later I checked in again on my account with them and they deleted the order from their system but my credit card on paypal says it is still pending. What a waste of time with these losers. STAY AWAY!"
"The worst online experience ever. First after ordering over $500 in tools they send me an e-mail stating they cannot shop to alternate address. They would need copies of credit cards, license,affidavits, and phone numbers. And it would have to be faxed in, no e-mail. Seriously I haven't used a fax in years due to new apps which you use on your phone. Please toolup grow up it's 2017. Then I call there customer service to see if there was something we could do but they chose to cancel my order, real nice. Now after 5 days I'm still waiting for a refund so I have to fight for my refund too. Funny thing though they took my money before they initiated a shipment invoice. Sounds like a call to the better business bureau is in order. Never again"
"Toolup.com is not an online seller, they are a local company with a limited ability to accept orders online. Customer service is a joke. Hung up twice and seemed more eager to cancel my order than work with me or help me to complete my order."
"I ordered a "new" product from Toolsup.com and it came in used condition. The mailing box was in perfect condition; however, the product box had been opened, damaged, taped over, and shipped to me. I had planned on giving this expensive item as a gift, so reached out to Toolsup.com to see if I could exchange it and they informed me that I would have to pay for shipping both ways. Really???? I am gravely disappointed that any company would send a "used" product to someone and then not pay to rectify the situation. It is unfortunate that they have lost a good customer. I influence hundreds of people at my company who will be informed of this unfortunate situation, which means that Toolsup.com will have lost potential future customers. I am truly grateful that any other company that I order from always go above and beyond!"
"Ordered a ladder on their website. It was priced good and was comparable to what I had found on Amazon for the same model. Thought all was good until I got this reply from Chris Cervantes at Toolup:
The item that you ordered should have never been on our website. This was a mistake on our IT dept. We have canceled your order and nothing will be charged against your credit card. If you have any future questions, please feel free to email me back or call us on the number below.
Regards.
No sorry, hope you understand, we can order that item but at this price, nothing. Like it was standard business for them to put items on their website for sale that shouldn't be there in the first place. Maybe in the bizzaro world. This is how they treat a first time customer. No sorry and have a nice life. I can only imagine how they treat customers who have actually gotten something delivered that was a incorrect or not working properly.
From the previous posts I have read, I got lucky having my order canceled so soon before it got further. These folks do not know how to conduct business. This company should be a case study on how not to setup an online retail business.
"
"Really annoying that you could not take my credit card as payment and then ask me to FAX in forms. I use my card in a lot of different places and have not seen this level of paranoia anywhere else. Who uses a FAX these days?
Well I got the unit but it was broken. They asked me to take some photos of it and first they told me that they would ship a new unit. After getting the photos, they told me that I would have to order a new unit on my own and then they would reimburse me whenever they got the old unit back. They did send me a fed-ex link for shipping and that part worked well.
Against my better judgement I immediately ordered a new unit from Toolup. 2nd air so I would at least get it during the weekend. Turned out that they had marked it as 'weekday-only' delivery so that was totally wasted. Let's see what it looks like on Monday and let's see when I get my money back...
Stars lowered to 1...
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