Poor Company-Poor Customer Service Miller • 5 minutes ago I DO NOT recommend Hand-Tools.com. I placed an order almost two weeks ago. I did not get an email confirmation or receipt until today, and I have not received my order. I had to send them two emails, one phone call and register a complaint with PayPal. Finally, I received an email receipt with a tracking number, but it has not been sent. If you call customer service, it immediately goes to voicemail.

Where's the engraving?! I thought they had forgotten to engrave my axe, until I looked REALLY hard and found something under the rust. Yes, the axe had rust on it. I still have the rag with red on it from cleaning. I found what seems to be my name on it. I can barely make it out and still not clear with a magnifying lens. Nothing like what they have on video on their homepage. Communication was great until I noted the problem. I've sent 3 mails over the past 6 days about my situation but no answer. The picture I'm attaching shows what seems to be the engraving under magnification. I know its too late but I read the fine print on the home page. "Not responsible for engraving" What can I say... At least I got the axe? The engraving was so small that I could possibly pretend its not there? Wish I could at least get my engraving money back...

Amateur hour I placed an order with this company some time in early December and received no order confirmation or email of any kind. A week or so later, having received no notice of my order or of shipping, I emailed the company to request a cancellation. I was informed by a representative (who curtly insisted that they HAD sent me an order confirmation) that it was too late to cancel the order as "it has already shipped." Two or three days later I received an email stating that the shipping label had only just been created and the order was about to be shipped out – the rep had apparently simply lied about the order being shipped. I contacted them again and voiced my dissatisfaction with this, as they could have (and should have) canceled my order as it had not even shipped as the representative had falsely claimed. The same representative then (rudely and dismissively, I might add) gave me some vague spiel about how they can't cancel orders due to their shipping policies. She even flatly stated that it takes up to 11 days(!) for them to ship out orders. On what planet is this an acceptable level of service? It's clear that this company is a drop-shipping operation – they do not keep much of their inventory on hand and thus order/ship it from elsewhere. This results in long shipping times, miscommunication, and poor service in general, as was displayed here. The rude customer service rep also informed me that if I wished to make a return, they have a 20% restocking fee. Not only is this wildly excessive, but I can tell you (having run an online business for years myself) that "restocking fees" are nonsense. It costs nothing to accept returns – it's a tactic to pressure customers into NOT making returns. "Restocking fees" are a shady practice you typically see with fly-by-night ebay sellers, not professional businesses. TL;DR: Four strikes with this company: 1) It took almost two weeks for my initial order to even ship out (with no order confirmation email). 2) Despite this, they curtly refused to cancel my order days before it shipped. 3) Rude and dismissive customer service. 4) Extortive 20% "restocking fee." Take your money to a professional business who actually values your custom, there are plenty out there. No clue how this amateur hour company has so many positive reviews – their service is abysmal on every level, all the way down. Avoid.

I was skeptical at first I was skeptical at first; the optics of the site, the improbably low price on a discontinued high-end item that was sold out nationwide. It took exactly 2 weeks from time of order to receive my purchase (as stated in the fine print, which I didn’t read) but the product was exactly as described & at approximately 30% off retail. I am thoroughly satisfied with my purchase & I highly recommend this retailer.

Hard to find item Hard to find item, called and customer service was excellent (Lisa) they called me back to verify item was in stock for me and I received it a few days later. Good price and friendly help. Will purchase from them again.