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2019-01-17
1/5
$678 fee to return a $1,235 order that was canceled before shipping
"On 12/29/18 I placed a $1,163 order through Amazon ($1,235 w/ tax) (via CPO Outlets) for a Laguna Tools 1412 bandsaw. Large heavy item that requires a lift gate service to deliver. This charge showed "pending" on my credit card statement a day later.
On 1/4/19 (6 days later) I noticed Laguna Tools had a 10% off sale. I called CPO to inquire about price matching. They do not.
On 1/7/19 (9 days later) my credit card statement now showed no charge, pending or actual, for the item. I called CPO Outlets to inquire about a cancellation. I told them I would gladly accept the item if it were too late to cancel. (I'm aware of their 25% restocking fee for cancellations that have been "prepped for shipping" or that have been shipped) They told me the order had already been canceled on 1/4/19 and their records showed the item had not shipped (or been prepped for shipping). I explained it wasn't me who made the request on 1/4/19. Given all this information I requested the order to stay canceled.
About an hour after that conversation with CPO I received a call from the lift-gate service wanting to schedule a time to deliver my order. (the item had shipped and was near my home town) I told them my order had been canceled. I immediately called CPO to inform them. I told them I would go ahead with the order if this meant I would incur any "restocking fees". They told me it was "unlikely" I would have any fees attached to my cancellation. I wanted to be absolutely sure so I requested a call back from CPO once they knew for sure so I could make a final decision. I didn't hear back from them.
2 days later on 1/9/19 my credit card statement showed a charge for the item (5 days after the order was canceled). I immediately filed a dispute with my credit card company. I called CPO again and reiterated my concerns of being charged a 25% restocking fee ($290) and if this were the case I would gladly accept the order. I was told it was too late and the item was back in route to Laguna Tools but it didn't look like I would be charged any fees. I asked that someone who could provide me with accurate information call me immediately.
4 hours later I received a call from CPO. I was told it wasn't CPO who makes the decision to charge a restocking fee and that it was Laguna Tools. I requested a call back with actual information. I called Laguna Tool and explained the situation. Laguna's 25% restocking fee is charged to the company (CPO) not the customer (Me). They also agreed that CPO was at fault. I did not hear back from CPO
On 1/14/19 I noticed a refund in the amount of $557.34 to my card. This is $678 less that my order total. And $388 more than a 25% restocking fee. On 1/16/19 I called CPO. I was told that $557.34 was my total refund. Not only was I charged a 25% restocking fee (from Laguna Tools according to CPO) but an additional "redistribution fee" of $388 from CPO. I was told there was nothing I could do, no one else I could talk to and that I should talk to my credit card company if I thought it was unfair. I asked to speak with who was in charge of making the decision to charge me these fees. I was told I wasn't able to speak with anyone else.
There was never any mention of this "distribution fee" from anyone at CPO nor is it stated in their "return policy". It seems as though this fee was made up. I'm waiting to hear back from my credit card company about the dispute. This could take up to 60 days."
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2017-04-12
5/5
No Issues whatsoever!
"I don't remember what this purchase was exactly but I have dealt with Tool Barn a number of times over the last 5-6 years and never had a problem. Everything has arrived in good condition and within the expected time if not sooner. Sometimes they have the lowest price on what I need. I'd buy from them again no questions asked! Thanks for having it together Tool Barn!"
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2017-02-15
1/5
Don't support this company!
"If you buy from this company you're saying "yeah I want more companies to take my money and then treat me as if I'm not a customer who contributed to their business". Spend the extra $5-$10 on your order and buy from a company who knows how to handle their inventory and does what they say. I won't be a repeat customer and regret being one the first time.
On 2/15/17 (6 business days/8 days after I placed my order and three phone calls later) the package has finally shipped. With no apology or offer to make things right. Just an annoying sentence told by a very sad individual, probably his 10,000th time repeating this phrase, "rest assured your order will arrive within the 5-7 business days plus 24-48 hours to process the order. This man has got to be on the verge of suicide. Please don't support this company! Make the world a better place by shopping elsewhere.
I rated the "cost" of products and services very high because of the stress it's caused me and waiting for my order to arrive so I can finish a job for a customer. While I'm waiting it's costing me time I could have been making money. So while their prices were low the cost of doing business with them is very high."
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