Has anyone ordered anything from Toolpan.com?

[DirtyWeRX]

Im not really happy with their customer service so far.

I was going thru the "spark plug socket" thread the other day. I saw that the Koken was a popular choice and started googling. I came across Toolpan's website and the price seemed right, so I placed an order for a Koken 16mm spark plug socket on Monday (Sept. 2nd).

I got a confirmation email about the order being received and it said that it would send another email when the item was shipped. Its been 3 days and no email :-/

I emailed them this morning asking if the socket has shipped yet because i havent heard anything. No response. I decided to give them a call this afternoon and after waiting 10ish minutes while listening to a terrible version of Hotel California, I left a message telling them who I was, what I was calling about, my order number, etc... Still nothing. I called a couple more times to see if anyone would pick up, but nada...

Now I can be a patient man when its expected. But 3 days, no email, no one answering the phone... kinda just irritates me.

I googled their page looking for a review of them and I saw one person saying they made an order and waited like 2 weeks because it was on back order and that Toolpan didnt respond to emails. Like i said, I can be patient and if the website would say if something is back ordered, Id be ok with it.. hell, they can email me saying its back ordered. Im good with that. Not having the spark plug socket isnt gonna kill me.

After doing some reading here, many people seem to like Frankstools. I think Im gonna try to call toolpan again tomorrow morning to cancel my order and order from Franks. Ive been eye-balling an nice looking Nepros ratchet.

/rant

 

[dede2897234]

DirtyWeRX,

Since you're not getting a response from Toolpan, I would contact your local Better Business Bureau and file a complaint. I filed a few complaints in the past and gotten positive results.

As far as alternative Ko-ken vendors, here are some you can research and price compare. I'm assuming you're looking for the Ko-ken 3300C-16 - 3/8" drive spark plug socket:


- LevelChrome (Very good communication, fast shipping; Owner, Alan, can order any Ko-ken product not on his website; will price match with Frankstools.com upon request)

- Frankstools (good communication, fast shipping; best to e-mail about item availability or experience wait times)

- Rakuten shop i-Tools (good communication, fast shipping; best to e-mail to find out about stock status and shipping cost; (price plus shipping cost) might be the deciding factor to go with i-Tools or Frankstools)

- Rakuten shop Mutsuura (good communication, fast shipping; best to e-mail to find out about stock status and shipping cost; (price plus shipping cost) might be the deciding factor to go with Mutsuura or Frankstools)

- eBay (good prices, selection, and fast shipping depending on the sellers and their feedback ratings)


** By the way, LevelChrome and Frankstools don't stock the Ko-ken 3300C-16 socket. Email them about wait time and unit prices. **


Good luck,

Dave

 

[DirtyWeRX]

Thank you very much for the response Dave!

Im going to hold off on contacting the BBB for a day or two if I still absolutely can not get a response from them. I think its just wrong to have such as disregard for customer service to where you cant email, pick up the phone, or call back. Lesson learned.

 

[Toolpan.com]

Hi, Here at ToolPan, customer satisfaction is our number one priority which is why we investigated this issue to see why there was a delay on shipping your order. As mentioned on the website on every Koken brand product's page, "Availability: Special Order. Ships in 2-3 Weeks." Koken items are special order items that we import from Japan and it will take 2 to 3 weeks for them to ship which is why the item didn't ship right away. However, We realized that this information was not stated in the order confirmation email that you received, so we made the necessary arrangements to send an additional email to customers that order Koken items to make sure they are aware of the exact shipping time.
We apologize for the inconvenience and We are delighted that you decided to keep your order and look forward to better serve you in the future.

 

[Brownsfan]

I hope the OP got it resolved from November of 2015. Nice first post.

 

[M6erfan]

Lol, I didn't even notice. Ha! Classic!

 

[gdocktor3]

I hope the OP got it resolved from November of 2015. Nice first post.

Seriously... I was thinking the same thing. They said they

customer satisfaction is our number one priority which is why we investigated this issue to see why there was a delay on shipping your order.

Did a robot write that?

 

[Strouty]

So how did the investigation go???

 

[TK-421]

Seriously... I was thinking the same thing. They said they Did a robot write that?

One would hope a robot wouldn't take almost 8 months to say that.

 

[Toolpan.com]

Hi everyone, We just became a member of The Garage Journal this month which is why we posted a respond at this time. We have been in communication with our customer at the time of the order and he gave us the opportunity to process and ship the order which we really appreciate. We take every opportunity to better connect with our customers and collect comments in order to be able to improve our overall customer experience.