Complaint Review: Ace Tool Repair Inc - Wantagh New York

I find it very interesting that Ace Tools did a nice job explaining the situation with one exception. The fact that I did contact the shipper 3 1/2 business days before they shipped the sander back. So the shipper was unable to locate my package and make a note that I was trying to get delivery for 3.5 days?  

I paid for UPS shipping, my receipt indicates UPS shipping, and nowhere was there any indication on my tracking receipt, nor on Ace Tools web site, that a working phone number would be required in order for my package to be delivered. My package was also delivered by Estes and not UPS with no communication that there was a change or that I would be charged for not being able to answer my phone.

Ace Tools did not "do their best" to help me out.  In fact, my wife and I were lied to consistently. Jason (Ace Tools customer rep) told my wife that he tried to call several times, so I checked my Vonage logs and confronted him. He said it may have been a number of different numbers that he called from, none of which appeared in my logs. His next excuse was that "maybe he called and left a message for a different customer". The only communication I've had with Ace Tools is when I contacted them. I even asked to speak with the manager or owner, and was denied. I was told she would call me back. It's been months and I'm still waiting. Perhaps she also called another customer.

The bottom line is that I did contact the shipper with more than enough time for them to track a package. Ace Tools has a relationship with the shipper, not me. They provided me with no information for the shipping requirements and no customer service once there was a problem.

Ace Tools will most likely get my $88 for this nightmare, (vision of the schoolyard bully stomping on poor little old me), but I'll tell my story to everyone who will listen. Maybe Ace Tools will learn that reputation and customer service are more important than beating up on the little guy.

Though this was a very unfortunate situation, Ace tool did everything possible to assist this customer. The order was placed with us on 8/25 at 10:14PM. The order was processed to ship direct to the end user from the manufacturer. The manufacturer shipped the item out on 8/27. The freight company first tried to contact the customer on 8/31 to arrange delivery, however the phone number provided to us by the customer was not in service. Up until 9/17 the freight company continued to try and contact the customer to arrange delivery. At that time they returned the merchandise to the manufacturer. Ace Tool was not notified by the customer until after the item was returned to the manufacturer that there was any type of delivery issues. At that time we tried to get the item reshipped to the customer at no additional charge. However neither the manufacturer nor the freight company was willing to reship the item without charging shipping. We communicated this to the customer and they refused to pay anymore shipping. We advised the customer that we will be happy to refund the cost of the unit minus any restocking fees that the manufacturer will charge us as well as any shipping and storage fees the freight company my charge. The customer thought this was unfair. We told them we will see what we can do to get this resolved. We managed to get the freight company to waive the storage fee and the manufacturer to wave the restocking fee, but could not get the manufacturer to wave the original shipping fees or the fees that the freight company charged them to ship the item back. We credited the customer for the cost of the item minus all the shipping chargers that we had to pay. The customers problem should not be with Ace Tool, the manufacture, or the freight company. The problem is that the phone number provided BY the customer was not valid at the time the order was being delivered

Though this was a very unfortunate situation, Ace tool did everything possible to assist this customer. The order was placed with us on 8/25 at 10:14PM. The order was processed to ship direct to the end user from the manufacturer. The manufacturer shipped the item out on 8/27. The freight company first tried to contact the customer on 8/31 to arrange delivery, however the phone number provided to us by the customer was not in service. Up until 9/17 the freight company continued to try and contact the customer to arrange delivery. At that time they returned the merchandise to the manufacturer. Ace Tool was not notified by the customer until after the item was returned to the manufacturer that there was any type of delivery issues. At that time we tried to get the item reshipped to the customer at no additional charge. However neither the manufacturer nor the freight company was willing to reship the item without charging shipping. We communicated this to the customer and they refused to pay anymore shipping. We advised the customer that we will be happy to refund the cost of the unit minus any restocking fees that the manufacturer will charge us as well as any shipping and storage fees the freight company my charge. The customer thought this was unfair. We told them we will see what we can do to get this resolved. We managed to get the freight company to waive the storage fee and the manufacturer to wave the restocking fee, but could not get the manufacturer to wave the original shipping fees or the fees that the freight company charged them to ship the item back. We credited the customer for the cost of the item minus all the shipping chargers that we had to pay. The customers problem should not be with Ace Tool, the manufacture, or the freight company. The problem is that the phone number provided BY the customer was not valid at the time the order was being delivered