- STORE REVIEWS
- PRODUCT REVIEWS
2020-12-21
1/5
Horrible customer service after reconditioned tools came not as pictured and not sounding healthy
"I ordered 3 reconditioned 3-tool sets which arrived with one tool in each set not as pictured, 2 of which do not sound healthy either. After contacting them, the customer service agent said that she would ask the manager and get back to me within 24-48 hours. When that passed, I called again to get the same response. They call me back the next day to tell me to take the faulty tools to a service center and then call DeWalt to swap out the tools that were not as pictured, and then they offered a $50 credit for the trouble (the total I paid was about $475).
I have had bad experiences with DeWalt customer service before, in addition to not buying their story that DeWalt would just swap out the tools like that, so I told them that I am not interested and want to return it instead. They issue an RMA and send me the return labels through UPS, and I send them back. I followed the tracking and did not receive anything from them after it arrived; not an email saying that the refund is processing nor seeing a refund on my form of payment.
I finally email them demanding to know what is going on and they say "Please know that we've submitted a request to have your refund processed. It usually takes 3-5 business days for the refund to reflect on your end." The problem is that that has already passed without seeing anything. I am probably going to have to just dispute the charge.
Beware before purchasing that if you have an issue, they will not be accommodating."
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