On Friday, January 16, 2026, around 9:00 a.m., I visited the KMS Tools store in west Edmonton(New Opening). While purchasing several tools, I asked at checkout about a product I had bought from this store about two months ago that has an issue. I wanted to know whether an exchange or a paid upgrade would be possible.
The staff member responded by saying, "Unfortunately, the person who handles customer service is not here today." That was the only explanation I was given.
I work in the trades and regularly purchase tools from KMS Tools. This was actually the first time I have ever asked about a defective product, so this response was quite surprising.
There are two reasons this experience was disappointing.
First, the customer service system itself. It appears that whether a customer can receive service depends entirely on whether a specific person happens to be working that day. If that person is not present, customer service simply is not available. Since I have only ever made purchases here before, I was not aware of this type of system, but after experiencing it, I felt it was worth sharing.
Second, the way the situation was handled at checkout. I was only told that the customer service person was not available "today." No additional information was offered--such as when I could return, what time would be appropriate, or which day I could speak with the right person. Being told only that it could not be done, without any guidance, was disappointing from a customer service standpoint.
Overall, I am sharing this experience to highlight that customer service at KMS Tools unfortunately appears to depend on luck--if the right person is available, you receive support; if not, customer service is simply unavailable. read more