Tooltopia pass/fail

[jfull]

So as forum members/viewers we try to look out for one another. This is another FYI post.

Ok Guys - You all have probably heard of tooltopia and perhaps purchased from them before. I have bought from them in the past, spend 100 bucks and free shipping...good deal right...well...i've bought a lot of equipment for my shop...have been pleased until...i bought a larger ticket item - just a simple 3.5 ton otc floor jack. Got it out of the box, put the handle together and the handle won't stay up - goes horizontal beause of its weight and the weak spring. So brand new, just out of the box. I call to return the item. NOPE, they won't do it. Very very very very very very difficult to work with, they won't return it. At least they called me back though. So the bottom line, I can risk paying the shipping back and if there's any sign of it being opened they will just ship it back. (The OTC jack handle apparently is designed/supposed to lay horizontal, the manufacturer suggested i remove the handle to store it after each use...uh - yeah right! can anyone say #1 tripping hazard, and #2 waste of time to take the handle off after each use)

I'll keep you updated on what happens. I obviously can't have a floor jack thats handle doesnt stay vertical; so depending on the cost, I'm most likely going to risk shipping it back and getting a refund/return.

So forum members and visitors - stay tuned, I'll keep you updated with the process.

 

[mmhouse]

I have a floor jack with a handle that doesn't stay vertical. I just hook a bungee cord from the handle to the jack base when I'm not using it.

 

[SMKS]

So, does Tooltopia have a no returns policy? If so, that seems like BS.


EDIT - Here's their info off of their website. If the jack is new and unused, there should be no reason why they won't take it back.

From http://www.tooltopia.com/frequently-asked-questions.aspx

What is your return policy?

* We will accept any new, returned item, purchased from stock, provided it is in sellable condition.
* Returns must be in unused condition.
* New Returns must be in original box with all original packaging enclosed.
* There will be no restocking fee if the return is within 30 days from date of purchase.
* Shipping charges are the responsibility of the customer (unless defective).
* Items are not returnable after 30 days from purchase date.
* Software and electronic products are not resellable once opened.
* Special/custom orders are not returnable.
* Item(s) which drop ship directly from the manufactuer will incur a 35% restocking fee.

How do I prepare an item for return?

1. All returns must be accompanied by a Return Authorization number (RA) which can be obtained by Submitting a Ticket to customer service.
2. All items returned for credit must be clearly marked with (RA) number on the outside of the box and shipped back to the address as instructed. Please contact your customer service representative and they would be happy to assist you with this process.
3. Please enclose a copy of your packing slip or itemized list of items presented for credit
4. NOTE: All unauthorized returns will incur a 35% processing fee. Please follow Return Preparation instructions above to avoid this fee.

 

[ForceFed70]

Sounds like the problem is that they don't think there is anything wrong with the jack.

 

[SMKS]

Sounds like the problem is that they don't think there is anything wrong with the jack.

If there's nothing wrong with the jack and it's brand new, then the OP should be able to return it. According to Tooltopia's website, he should be able to put it back in the box and return it.

What is your return policy?

* We will accept any new, returned item, purchased from stock, provided it is in sellable condition.

 

[jfull]

Ok, update - The problem is they don't want to take anything back period, apparently. If you open up the item, they won't take it back, apparently. I've been transfered to the tooltopia customer service manager, still no go. So I asked to just speak with the tooltopia president. This is quite the run around for a ~$300 jack. Wasting my time, their time, and worse - now this negative press, not to mention the other forum's I'm posting this on (we wrenchers have to look out for one another).

This return, has nothing to do with the condition of the jack (although 100lb jack packed in made in china styrofoam, shipped to me and then back to them - there's no way it's going to make it in prestine condition; they are saying if it ships back and they can't immediately sell it as new then there's no refund...the item is brand new, the packaging prob wont look real pretty by the time it makes it back). Tooltopia make a sale and they want it to be final. If tooltopia wants to do have all sales final, thats fine, just instead of the so called return policy, just put all sales final...done - I wouldnt' be going through this. Too bad you have to fight tooltopia on their own return policy.

I'll keep you updated. So far communication has been good (not what I want to hear, but at least they are responding). Hopefully I can talk to someone at tooltopia who can approve this return. If I was them, and I've been in their situation before, I would just refund the jack already and keep a customer, especially as a broker for all these items. I have another order to place with them, but am waiting to see how this goes. I'm completely willing to buy somewhere else, if this situation doesnt resolve itself. I'll keep you updated.

 

[jeffk14]

jfull, I've bought from them before with good results, but it sounds like they're not treating you right.

I wouldn't risk getting hosed, based on what you've told us. I'd probably just keep the jack and buy elsewhere next time.

As a practical solution, can you just put a stronger spring on it to hold the handle up? Should be a cheap fix. I know that doesn't address the principle of the matter, but it may be the easiest solution.

 

[ToolNut88]

jfull - I've had mixed results with tooltopia. Their free shipping over $99 is good, but customer service isn't the best. This past year I've been buying from http://www.nationaltoolwarehouse.com and their customer service is much better and the shipping is just as quick.

 

[VWandDodge]

Do some checking around and get the address to ToolTopia and write an actual letter to the President of the company. You might write up letters to the President of Sales, any Vice Presidents of the company and also whomever is in charge of customer service. Mention in each of those letters that you're sending letters to the other people on the list I've mentioned.

Lay out everything in detail, point out the return policy as it is explained on the website and also make mention that you're posting about the issue on this website (include the site address, forum name, and the thread title).

You would be surprised what kind of results an actual letter will yield.

 

[Zeke]

Well, I've never heard of them, but now that I have, I won't buy from them.

You've already done some damage to them.

Get a spring and make the thing better than what they sell. You can buy thousands of springs to almost any spec.

 

[snorky18]

If they yank you around much, just file a claim with your credit card. You paid for a functional jack, and that's not what showed up.

 

[Lil Toe]

Meh, I got the same jack, does the same thing, I don't think it's worth the hassle to return and tooltopia probably does too. Summit Racing would have taken it back I'm sure, but I just live with it. Call OTC, maybe they know about it and have a different spring for it, in fact, I think I'll head over there right now myself.

Edit: Missed the part where you talked to OTC, that ***** then, but I'm still not going to the trouble to return it, the small bungee thing sounds like a good idea anyway.

 

[jfull]

@Jeffk14 - ya i am sure I can rig up a way for it to work - no question I could do that. Usually i do that used stuff though, and not brand new. There's a little bit of a different expectation. Hopefully they work with me on it. I think they will, its just a matter of going through the hoops, imo.

 

[jfull]

Thanks toolnut88 for the new suggest place to go. I'll try them for sure.
Always good that we keep an eye out for one another on this forum.

 

[Hiball]

Picture of the Return spring? Another great things about Imported Jacks is the QC, This is why there is so... much hit or miss in regards to reviews. Ive literally seen the springs in upside down which will cause them to fall. Generally 1 of the Legs is longer than the other and it needs to be on the Handle assembly.

Steven

 

[HVAC Phil]

I was gonna order an Iwata spray gun from them, great price. After i seen bad feedback on other forums, i decided against it. I will never even look at the website now, no use if they rip off customers.

 

[jfull]

HVAC PHIL - honestly probably a safe decision. Ya, I'm sure if you had bought your IWATA spray gun from tooltopia and tried it out and it didnt work - they'd just give you the distributors number. You would have a difficult chance of getting a refund whatsoever.

I was shocked at all the responses I am getting on this tooltopia issue, and I thank you all for your continued response and support. We can look out for one another on these issues, on this site. Tooltopia should probably switch up their return policy and customer service to be much less of a hassle. Imagine how many of you would have bought from tooltopia today - and in the future, if I had instead posted, that they were great and easy to work with...if instead when i called they said sorry about that, and took care of the situation. tooltopia's business would probably grow, instead they apparently don't care at all about the customer, just the sell. Tooltopia needs to realize the value of returning customers. That wasnt the first time I had shopped with them but I'm never ever going to buy an expensive heavy item from them ever again. So bottom line, the free shipping is a ploy to get you to buy more from them, but w/o the ability to return if you are dissatisfied.

Again, I'll keep you updated. The latest is I can ship it back, at my expense (ok), and they WILL issue credit. In my business I would have completely take care of the customer at this point. A return customer is more valuable than a one time customer, IMO. A one time customer is expensive to get (marketing, etc), a return customer is going to continue to feed you as well as bring others in. Tooltopia is turning away a former return customer. These days it doesnt take much, one bad deal in this economy and they won't forget, and they'll share their experience.

 

[scott37300]

Is it just a bad spring issue? If so call OTC up and explain you bought a brand new jack and the spring is broke and ask them to send you a new one since tooltopia won't help you out. I would think OTC would send you a new spring without hassle.

If you like the jack minus the spring issue I would get a new spring, either from OTC or if that spring soesn't fix it I would order one from mcmaster and be done with it. I know you shouldn't have to do that with a new jack but it would probably be less time wasted for you since tooltopia is jerking you around. Can you show a picture of the jack and handle spring.

 

[jfull]

The latest is that I can ship it back and they will for sure give me store credit. So i'm going to do that. I'll let you know how long it takes, etc.

 

[Mad40er]

So what do you do with that store credit? Risk buying another half-assed jack?

Now you have credit with a retailer that you do not really want to shop with again? And you have to dish out more money to buy a jack somewhere else.

You sir, are amazingly calm about this. I would be rather displeased.

 

[slickgt1]

Well i got a say. You stuck it too them with this post. I will never go there again. Thanks for the heads up. Keep us posted.

 

[gahrajmahal]

Thanks for the heads up. I put a lot of stock in reviews I read and try to post them myself. None of us needs this kind of hassle.

 

[jfull]

Ok here is the update. I shipped it back to them, it's en-route.

Yes they have been a huge hassle to work with. I've had to talk to two people, threaten to talk to the president and then they agreed to store credit. I had to be overly persistent to get even that. I'll have to burn thru that credit buying consumables or stuff i could care less about. Once my store credit is gone, yep, no more tooltopia for me, lesson learned...store credit for a consumable order is better than nothing.

Hopefully someone who cares over at tooltopia will see this thread (maybe when it's all said and done, I could email it over to them...) and realize they need to take care of customers if they want any return business. My experience is a one time customer costs you the most (marketing and sales), but that returning customer is a golden nugget - so to speak. Tooltopia needed to and needs to treat me (the customer) better in this situation, and not act like I'm not worth talking to or dealing with fairly.

Ya, i posted this about tooltopia so everyone that is on this forum would know abt their terrible customer service and return policy. Glad there are a few people responding saying it has impacted their decision. There are probably others impacted but arent responding...we all need to inform one another so we don't get ripped off by these type of people/companies any more.

 

[SMKS]

I haven't ordered from Tooltopia, but I do order a lot of tools and I always check their prices. I'll think twice before ordering from them.

They have a return policy clearly spelled out of their website, but from this case it appears they don't care to follow it.

 

[mrbreezeet1]

Yeah, not as big a thing, but still customer service,
Today I was in ACE hardware, I lost my 13mm gearwrench so they had one for "$6.50"
Rang up at $10.60. Mentioned it to the cashier, she just looked at me.
I went back to the shelf and showed the stock boy, and showed him my receipt, He said "Oh thats not it"
They were in the wrong spot.
I went up and told the cashier, she just looked at me again.
I think it was the owner there too, I told him, just looked at me.
I said thats OK.
When I got to my car, I said "NO"
Took it back in and made her credit my card.
If they had said " Sorry about that sir" or something, instead of acting like they didn't give a ****, I would have kept it.
After they issued me credit, and handed me my receipt,
I told her "Thank you, Sorry for the trouble"
She didn't say one word.
I didn't like the way they were acting.

 

[98riv]

I had a problem with tooltopia a few years ago with a item they were selling on Amazon. They sent me the wrong item that wasn't even close to what I purchased and blamed it on Amazon and they said I could return it, but I would have to pay the return shipping even though it was there fault. I tried to call tooltopia, but they said since it was purchased on Amazon I would have to send an email to customer service. After a bunch of running around and starting an Amazon claim they finally sent me a return label. I see they haven't changed much since then. Hopefully it works out for you.

 

[mrbreezeet1]

Yeah, I have not got too much from them, but I did get my 3/8" drive Aircat impact from them, But I did not have to/try to return it.
I'm not sure, I might have got that little set of GP metric short impacts someone had on sale a while back, from tooltopia.

 

[BJ42LX]

Credit card chargeback is your friend...

 

[Tarheelgarage]

I've bought a lot of shop tools from them the past few years.
After reading this story of how they gave you the run around; I will no longer be buying from them....and neither will others in the shop.

 

[johnzcarz]

Good customer service is how you treat customers when something goes wrong, not when collecting money from them. I buy a lot of stuff form these people, just put in another order 2 days ago - I'll have to look around for other suppliers next time. I don't mind paying a little extra if I know the place will stand behind what they sell rather than give me the run-around.

Thanks for the heads up.

 

[93sr20det]

I purchased a Lisle pick from them that was supposed to be made in USA but ended up being made in China. They gave me credit for it and did not make me send it back.

 

[robertwhite]

Not saying you are wrong in any way, but you bought a $300 jack, sent it back at your expense ($25-30?), and now will have $275 credit to buy stuff you don't want or need (by your own admission).

You should have just used a bungee to hold it up, called your credit card company, dispute the charge and let them deal with the sub par tool distributor. Would have saved you tons of grief and money.

 

[makgreens]

my shop has 3 of those jacks....all do that....im pretty sure its just a design flaw and there isnt anything wrong with the jack

ive ordered from tooltopia multiple times and with good results

 

[SMKS]

my shop has 3 of those jacks....all do that....im pretty sure its just a design flaw and there isnt anything wrong with the jack

Even if the jack isn't defective, Tooltopia should still take it back. Their return policy doesn't say an item has to be "defective" to be returned.

 

[jfull]

Ok here is the end of the story...
I mailed the Jack back. Tooltopisgave me credit. I had to use the credit within a short time frame, and I had to use it all at once, or what wasn't used I would forfeit.

I placed my final order with them. I will only use them as a reference for price comparison. No more tooltopia for me.

I would not recommend tooltopia, only for the chance that you get something simple, like a screwdriver, and you need to return it for whatever reason...you'd get stuck with it or have to go through a major hassle.

 

[Sterff]

I have had no problems with Tooltopia. I have returned an item before with no hassle. Also I have spent over $2K there and just submitted an order for $300 minutes ago.

 

[dankicksass]

I just got my first order from Tooltopia, and I couldn't complain if I wanted to. I ordered on Sunday and got packages on Tuesday and Wednesday, even Amazon isn't quicker than that. I'll be happy to be a returning customer.

 

[Graymills - Craig]

Do some checking around and get the address to ToolTopia and write an actual letter to the President of the company. You might write up letters to the President of Sales, any Vice Presidents of the company and also whomever is in charge of customer service. Mention in each of those letters that you're sending letters to the other people on the list I've mentioned.

Lay out everything in detail, point out the return policy as it is explained on the website and also make mention that you're posting about the issue on this website (include the site address, forum name, and the thread title).

You would be surprised what kind of results an actual letter will yield.

+1, though I'd call.

Speaking as the President of my company, I like to know when people in customer service are being a bit overzealous. I can understand trying to protect the company against a scam, but sometimes they do more damage than it's worth when innocent people get snagged.

 

[Stuey]

Glad to hear that it turned out alright!

As others also suggested, my next step would have been to file a credit card dispute and probably file a BBB complaint as well if all else failed.

 

[rwhite692]

I have visited their site a few times, never found their pricing to be particularly competetive.

Also ridiculous shipping and "handling" charges for small items that could easily ship via USPS in a padded envelope if they offered that option, but they choose not to.