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Chads toolbox is...

kythri

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Lebanon, OR
Complain to your credit card company. Most/all merchant agreements prohibit charging the card until the item is shipped - charging the card and waiting a week or two before shipping is violating the terms, and can get them booted off their processor.
 
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dogdad

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Down south
Well...cancelled my order...actually had a " live chat" on their website to resolve the non shipped order. As you can see, they say the tools were in stock, but would not answer their phone or call me while we were having the live chat...unbelievable!!!
23f4a19753234f860119bb3f53d3385c.jpg
7214aa96a46671138e6dfc8cec90e94e.jpg
1b044df0d7c789e2090c2b190108d2d8.jpg
Also notice here that it says the Chadstoolbox team was active 15 minutes but my live chat to them had been unanswered for hours..a22a4cdb0825e9e1137e646681ebeec1.jpg


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Supe

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Straya
I've done two or three orders with them. Items sent to Australia no hassle. I wouldn't order from them again as I might be pushing my luck. That and local availability has improved. It's not worth saving a few bucks if you need guaranteed stock and delivery time - if you can buy local or from another vendor with better service and stock control.
 

cbacres

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I received updates that it shipped and is on its way. This through USPS tracking.
Chads also acknowledged the order timely.

I'm scheduled to recieve on 1/8.

We'll see.
 
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dogdad

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I received updates that it shipped and is on its way. This through USPS tracking.
Chads also acknowledged the order timely.

I'm scheduled to recieve on 1/8.

We'll see.

Glad to hear...good luck.....I cancelled mine yesterday and ordered off of amazon with free shipping...
 

Brownsfan

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Apr 16, 2012
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Cleveland Ohio
Well...cancelled my order...actually had a " live chat" on their website to resolve the non shipped order. As you can see, they say the tools were in stock, but would not answer their phone or call me while we were having the live chat...unbelievable!!!
23f4a19753234f860119bb3f53d3385c.jpg
7214aa96a46671138e6dfc8cec90e94e.jpg
1b044df0d7c789e2090c2b190108d2d8.jpg
Also notice here that it says the Chadstoolbox team was active 15 minutes but my live chat to them had been unanswered for hours..a22a4cdb0825e9e1137e646681ebeec1.jpg


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You just gave everyone your phone number.
 

Sal Bandini

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Aug 30, 2012
Messages
989
I've ordered several times with no issues. I go in with the understanding that out of stock items might take a few weeks. No big deal for me since I am in no rush. I don't rely on my tools for income and make sure to plan ahead my purchases. For my purposes the cost savings on many items as compared to other vendors is worth it.
 
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dogdad

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I've ordered several times with no issues. I go in with the understanding that out of stock items might take a few weeks. No big deal for me since I am in no rush. I don't rely on my tools for income and make sure to plan ahead my purchases. For my purposes the cost savings on many items as compared to other vendors is worth it.

For delayed shipping, out of stock item's, whatever,,,,should be communicated to the customer,,,,,,it's called " good business" , easy to do, and probably would cut down on their negative reviews.....customer shouldn't t have to wonder what is happening to the order...
 

Qualitytools

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I made the mistake of ordering from Chads once a pair of NWS pliers and after waiting for days I get the ******** saying that free shipping takes a back seat. What about me spending money at your place where does that count?? So even trying to cancel the order was an ordeal in itself. they finally did cancel it and I got my money back but after what? frustration and poor service when I am trying to give you my money for the tool.. NEVER AGAIN!! Very poor customer service and their chat that they have available was even worse. Went for KC Tools and that was such a great experience and customer service was excellent. :)
 

marlinspike

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Chads is factory direct, mostly drop-shipping, not a normal distributor. This is why the prices are lower than elsewhere. This is always why it can take MUCH longer to get things than it would from elsewhere.
 
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dogdad

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Chads is factory direct, mostly drop-shipping, not a normal distributor. This is why the prices are lower than elsewhere. This is always why it can take MUCH longer to get things than it would from elsewhere.

Don't believe that's the case....factory direct would mean Germany, since that's where they're made.....and they have a C+ rating...nothing to be proud of!
From the BBB page on ChadsToolbox,com..:
The owner,Chad Chilstrom sent an email to BBB Serving Eastern Idaho/Western Wyoming stating the Jackson location is the location of incorporation. Backend administration and accounting are done at the Jackson, WY location. All product handling is done out of Wasilla, AK.

http://www.bbb.org/snakeriver/busin.../chadstoolox-com-inc-in-jackson-wy-1000006612
 

anndel

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Hawaii, USA
Glad to hear...good luck.....I cancelled mine yesterday and ordered off of amazon with free shipping...

Let us know when you receive them. Amazon sometimes isn't the cheapest but it's easy and most times stress free. Place an order, pay and receive unless it's out of stock and they'll notify you.
 

cbacres

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My order is at my local post office, so far it's on track for delivery tomorrow.
I'll post when I get them.
 

archirelic

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I always chime in on these Chad's threads, b/c I've never had an issue with ordering from them - thankfully - and have placed a ton of orders over the last several years. Always have great communication and timely shipping.

It does **** to hear about other members who get the shaft when dealing with them.
 

ishiboo

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Interesting. They repeatedly say that nobody mans the phone because its infrequently used, so you keep calling it. So they tell you again - nobody mans the phone. So you try again. Sounds like you want a fight.
 
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dogdad

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Interesting. They repeatedly say that nobody mans the phone because its infrequently used, so you keep calling it. So they tell you again - nobody mans the phone. So you try again. Sounds like you want a fight.

Ok...let me explain this to you.....I'm having a "live chat" with someone on Chads site...they are RESPONDING to me as I am asking about my order...ok....clear so far ishiboo??....now I tell the person that is responding to my chat that I will call them....they STILL DON'T ANSWER THE PHONE.... Then I give them my phone number....AND THEY STILL REFUSE TO CALL ME......but someone is there answering my questions but won't talk directly....how am I picking a fight??????? I'm just trying to understand how they keep doing business with that kinda of customer service.
 

FEVERinc

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Ok...let me explain this to you.....I'm having a "live chat" with someone on Chads site...they are RESPONDING to me as I am asking about my order...ok....clear so far ishiboo??....now I tell the person that is responding to my chat that I will call them....they STILL DON'T ANSWER THE PHONE.... Then I give them my phone number....AND THEY STILL REFUSE TO CALL ME......but someone is there answering my questions but won't talk directly....how am I picking a fight??????? I'm just trying to understand how they keep doing business with that kinda of customer service.

being an online merchant.. I can tell you that I can manage my website and do live chats with my customers from anywhere in the world. I am not always at my facility and I don't pay to have the facility staffed 24 hours a day.

Quite frankly, if I was to start using my cell phone to call customers it would never stop ringing. I've had to change my number to have any sort of life as I've had the phone get to the point where it would ring non-stop.

In today's age, I've learned that electronic communication is not unreasonable and having the written documentation provides extra benefits (accountability, reminders, etc).
 
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dogdad

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being an online merchant.. I can tell you that I can manage my website and do live chats with my customers from anywhere in the world. I am not always at my facility and I don't pay to have the facility staffed 24 hours a day.

Quite frankly, if I was to start using my cell phone to call customers it would never stop ringing. I've had to change my number to have any sort of life as I've had the phone get to the point where it would ring non-stop.

In today's age, I've learned that electronic communication is not unreasonable and having the written documentation provides extra benefits (accountability, reminders, etc).

Maybe you and Chad are related?? I've never dealt with online merchants that can't be talked to on a phone..except eBay....and we're not talking about eBay....just saying.
 

FEVERinc

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Maybe you and Chad are related?? I've never dealt with online merchants that can't be talked to on a phone..except eBay....and we're not talking about eBay....just saying.


Not saying we don't talk to them however being a smaller business and one that has to be off site because of the nature of the business it is impossible to staff someone just for a phone 24 hours a day.

It's also not economically feasible when literally we only get two phone calls a week reference online orders.

That being said we usually stay on top of communication about pending orders all the way up until they are delivered. Even after they are delivered we personally send emails to follow up on the purchase.

Not sure what chads does sales wise online but we only did $500k online last year.


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dogdad

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Then you do a much better job than Chads...they don't communicate,,,if they do it's rare...not by just my post but looking at others that have posted on this thread, many agree!!
 
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FEVERinc

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Then you do a much better job than Chads...they don't communicate,,,if they do it's rare...not by just my post but looking at others that have posted on this thread, many agree!!


Typically you can tell decent vendors by reviews. The biggest communication issue we face is our email going to customers spam folders. We respond to emails within minutes usually.


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Qualitytools

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One just has to vote by their wallets. If the place does not appreciate you as a customer don't open your wallet to them simple. On the other hand you don't know until you try and you know once burned.......
 

lastgoodusername

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Oct 28, 2007
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Siler City, NC
This thread caught my interest because I got hooked by Chad the TOOL myself. I wrote most of it up on reseller rating so other people could be forewarned and take their business there at their own risk. But reading this it makes me wonder if that was worth the time. The OP seemed to me to be sharing a bad purchasing experience over the internet. All the common and expected things are lacking from this retailer, fast shipment, shipping info, accurate inventory control, simple access to customer support, charging your card only when purchase is completed, refunds when they cannot supply products. All that being said, the idea being passed out that sparked my interest was from the folks explaining how a purchase works and all the reasons why that after spending money and expecting these things in this day and age, why you shouldn't and how "you just don't understand how these things work". I have a simple rule when dealing with my money, learned it at the ripe ole age of 18. Went around the world with the US Navy, and never, anywhere in the world drunk or sober have I had to beg someone to take a George Washington from me. The real thing, unless your are just a simple *** capitalist, is the exchange. Did you enjoy the transaction, interaction, insert your favorite expression here? If not, go somewhere else. If a cheap price is all you seek, then there are plenty of places for you to go. A quality sales experience is harder to find than the 2 bits you saved off that widget you must have these days.
 

cbacres

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I guess I'm one of the lucky ones. My set showed up today. Here's how my order went down:
Ordered on Sunday 12/27, received multiple emails right away, received and email that it would be shipping on the following Saturday , including a tracking number. I set up email notification with USPS and received updates. I received today, 1 day earlier than the post office indicated.
My pliers were packed well and in the original package.
This is for my home shop, so wasn't in a hurry. If I hadn't run across the Knipex thread, I would never knew I needed them, and wouldn't of bought at the higher prices.
I know it ***** when your orders get messed up and hope everyone's gets straighten out.
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dogdad

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Down south
Got my two Knipex plier wrenches in today ...one day earlier than scheduled! Thru Amazon.....I think I'd still be waiting on Chads Tool Box....
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hautpot

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May 25, 2015
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California
I think I am about to gt bamboozled!

I ordered from: http://nws-tool.com/. This place looks legit and I actually got referred from here by my industrial tool dealer who usually gets me knipex but he cant on NWS. Everything looks decent until I get my (not yet processed) tracking at this time.

NOTICE creation origin of my order (from what appears to be a legit NWS distributor) is Wasilla, AK 99654
ZHHm6A5.jpg


You know what else so coincidentally exists at Wasilla?


KKk8KN1.jpg


So far everything looks VERY suspicious. Chads already "sells" alot of NWS, so it is possible they are drop shipping. But I am gonna expect nothing being shipped and having to deal with paypal.

I also found this ironic statement from Chad's:

oALBIdq.jpg
 

WES51

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Jul 10, 2019
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California
I’m a long time lurker and was considering to register here for a very long time. My recent bad experience with ChadsToolBox gave me the final push. So this is my first post here. I hoped for a better introduction of myself.

Anyway, I like to bump this thread to share my experiences as I find it hard to believe, that what has happened to me was part of any misunderstanding on Chad's part:

I ordered a set of Knipex pliers, that were about 20% cheaper than elsewhere. Chad’s confirmed my order and then fell silent. My eMails, my phone calls remained unanswered. Whenever I checked the website, my order was always showing “waiting for fulfillment”. In addition Chad’s has never claimed, indicated or ever produced any record that my item was ever shipped. I paid with PayPal, so I finally turned to PayPal and faithfully and correctly described my issue and asked for a refund.

In turn Chad’s IMMIDIATELY sent me an eMail ACCUSING ME of CONSUMER FRAUD !!!

Please note the ‘immediately’ part here. Also please note, Chad’s has not contacted me to ask what my problem was, nor has Chad’s asked me to please be patient, while looking into the matter.

My next step is legal action.
 
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jgromada

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Maryland (between DC & Balt)
I ordered once from Chads Toolbox, their price was significant cheaper than KC Tool for some Knipex pliers. I think my order took something like a month for delivery so i consider myself lucky. Not sure if I would order from them again despite a pending " $5 credit" they say i have.
 

SRSemenza

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Apr 26, 2017
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616
I am not stumping for Chad's. But I have had both very good and bad experiences. In fact I just ordered an item and was really surprised that it showed up very quickly.

I think they suffer from old school communication and inventory issues and don't seem willing to update. The problems I have had all could stem from that. I never had anything like a consumer fraud message or anything that was truly "bad".

They seem very bad at communication by email and order update, auto notice type stuff. However when I have used the onsite message system I have always received a reply by the next day or two (still slow for these times). When I have talked to them on the phone they were good at sorting out the problem.

After a few orders it became clear to me that they do not have an accurate inventory. I had waited a long time for an order once. After I called them I found that one item was on back ordered. But they don't communicate those things. Actually it does not seem that the people filling orders or taking orders even know that something is not available until you contact them.

The prices are generally quite good by a substantial amount. So I learned how to deal with them. First , when you place an order immediately message and ask if the items in your order are actually in stock. Anything that is not in stock ..... remove it. Second expect the order to take two weeks to arrive even when everything is in stock.

Chad's can be a nuisance but it can be worth a lot of dough due to the good pricing. Especially on Knipex.

However, I have more recently used amazon Germany for Knipex. Prices are almost always less than Chad's prices (yes, even with shipping). But amazon Germany does not ship the entire Knipex line to the USA.

Seth
 

RKA

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NJ
I generally agree with Seth. My limited experience with them suggested what is in inventory ships relatively quickly (not amazon quickly). But I too learned that their inventory is "lean" (to put it politely) and you can't count on the website to let you know what's in stock. Might not even be able to count on the person on the phone either. So if you have the patience to wait out the poor communication and delayed inventory restocking in case it's being ordered from Germany, then great. IMHO, the prices aren't that great and there are so many good options out there with good customer service.

What's astonishing is they haven't fixed the core issues, instead they are resorting to "policy" updates on their website to deal with reasonably angry people that they aren't communicating with. Further they are threatening their customers with legal action and collection agencies. It's the worst way to run a business, but who am I to tell them. I've spent less than $200 with them and untold amounts with their competitors.
 

SRSemenza

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Yeah, it really depends on the item if it is worth the price difference. If it is a fairly prolific tool such as a Wera screwdriver set, then the price is hardly ever much different than Amazon USA. Or if it is available from Amazon Germany.

But there have been some things such as the more expensive Knipex tools that are on the order of 30 - 40% less. Especially compared to KC. There are a couple large pliers that I got from Chads over other sources (the 16" Cobra I think) we are not talking $5 bucks it was more like $50.00 difference. I have seen some prices at around $70.00 different.

Seth
 

Skin

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Actually surprised their rating is up that high. Pretty sure it was far worse. Bear in mind most people go to RSR to complain. For example Amazon has a rating of 2/10.
 

measuredtwice

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Oh wow. I had no idea. Things seem to have changed. I did a lot of buying from Chad's 10+ years ago... I think my last order from them was around 2007. Back then orders were delivered in a timely fashion. But in 07, I had a defective item and I wasn't satisfied with the response. I don't remember the specifics. I do remember that I got it replaced by Wiha because Chad's was uncooperative. Wiha was great. That was my only interaction with customer service. Lots of other orders without any need for customer support. It sounds like things have gone down hill.

Recently, I started looking at their site again since they have some discontinued items that nobody else has in stock. But based on the posts in this topic, it seems more likely that they just haven't updated their inventory.
 

Davefr

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I also found this ironic statement from Chad's:

oALBIdq.jpg

So let me get this straight.

They charge your card upon placement of the order.

Then months go by without any communication.

Then when the customer gives up waiting and files a chargeback they try and punish them by charging them chargeback fees.

I bet that's a violation of their merchant credit card account's T's and C's.
(the chargeback is a built in consumer protection and I don't think they can get away with what they're doing).

All these idiots need to do is list real time product availability/leadtime on their website, charge only upon shipment and communicate.
 

WES51

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Jul 10, 2019
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California
Chad's has failed to respond to my PayPal complaint and as a result after waiting 10 days and after PayPal-Quote "unable to obtain more information form Chad's", PayPal has reversed my entire payment.

Never the less, I filed a complaint with the FTC.

I do take Chad's immidiate, baseless and apparently standard response "Consmer Fraud Dispute"-eMail very seriously and not only as wrongful accusation but also as a serious fraudulent intimidation attempt and consider taking further legal steps.
 

Davefr

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Chad's has failed to respond to my PayPal complaint and as a result after waiting 10 days and after PayPal-Quote "unable to obtain more information form Chad's", PayPal has reversed my entire payment.

Never the less, I filed a complaint with the FTC.

I do take Chad's immidiate, baseless and apparently standard response "Consmer Fraud Dispute"-eMail very seriously and not only as wrongful accusation but also as a serious fraudulent intimidation attempt and consider taking further legal steps.


Don't forget to also file a complaint with the Attorney General's office in your own state and the state that Chad's operates from.
 

Tallpilot

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Orlando
So let me get this straight.

They charge your card upon placement of the order.

Then months go by without any communication.

Then when the customer gives up waiting and files a chargeback they try and punish them by charging them chargeback fees.

I bet that's a violation of their merchant credit card account's T's and C's.
(the chargeback is a built in consumer protection and I don't think they can get away with what they're doing).

All these idiots need to do is list real time product availability/leadtime on their website, charge only upon shipment and communicate.

Exactly. When a new order comes in send an email if items aren’t in stock and ask if they want to wait or cancel. I have had that happen often with OTC stuff but my vendor let me know about the delay so it’s not a big deal.
 

Outahere

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Mar 13, 2021
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871
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Idaho
It's been 5 years since the last post on this thread. Has Chads Tool Box improved on customer service over the last 5 years? I bought one tool from them a few months ago, via their Amazon store ("Uberlegen") and had no issues.

Apparently, they have a problem with credit card chargebacks and have a statement on there website about it.
chad's tool

  • Chargebacks are completely not necessary, we are very easy to reach via email, chat, fax or phone.​
  • If you need to cancel a back/order or return merchandise, let us know we can handle it.​
  • It is a requirement by your credit card company to contact us to resolve the refund first. The people that make it necessary to write this ridiculous list of policies about chargebacks do not contact retailers first. They usually wait about 3 months, then decide they wanted those items for free, and then tell their credit card company they have not recieved their merchandise.​
 
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Chrome Vanadium Cody

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Jul 25, 2021
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663
It's been 5 years since the last post on this thread. Has Chads Tool Box improved on customer service over the last 5 years? I bought one tool from them a few months ago, via their Amazon store and had no issues.

Apparently, they have a problem with credit card chargebacks and have a statement on there website about it.
chad's tool
I ordered from them earlier this year. Sample size of 1, I got my items but didn’t love the service and could understand why people might end up doing a chargeback.

Everything except one item shipped a week or so after I ordered it but then a month went by and I still hadn’t heard anything about the remaining item. At that point I emailed them to ask about it and they said they’d ask the parent company they were drop shipping it from. No further communication from them until a few weeks later I got their automated message that it had shipped.

So I got everything but it was not confidence inspiring and plus it’s just inconvenient to have no idea when something you ordered will arrive.
 
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