The Customer Service for Tool Nut is absolutely horrible. The expensive Festool Limited Edition Guide Rails were absolutely destroyed by Fed-Ex (Not Tool Nuts Problem), They quickly replaced the item, unfortunately the replacement item was delivered to the wrong address, Customer Services solution was for me to go look for my lost items, I am a very busy person, l work many, many long hours in which I repeated to Jon Rothman in Customer Service, Weeks would pass before finding out that they were replacing the item FINALLY only to find out he purposely shipped the item to the neighbor that he suspected the last was one was shipped to and basically told me to deal with it, and to I ship back the supposedly lost replacement item. Absolutely unprofessional results, I have dealt with so many companies, ordering thousands upon thousands of dollars of tools and Tool Nut takes the absolute crown for the worst Customer Service experience. Tool Nut shipped replacement items twice to the wrong address, then telling me that it was my problem, and I should deal with it, go retrieve them, oh and please return one of them, In what universe is this good customer service. Jon Rothman is not a kind compassionate, or understanding human being. You give a small family business a chance, and they treat you like a criminal. read more

The Tool Nut - Original damage caused by Fed-Ex - Hardware Stores Near Me - Yorktown Heights, New York

Very nice, knowledgeable, and helpful every time I go here. Only place in the area that carries professional woodworking tools on hand.

Worst customer service ever. Their telephone numbers route you to a non-existent voicemail. I have been waiting four weeks for an order and there is no body to call. They don't respond to emails either. I don't know what to do. read more

Shipping is slow and the return process is soooo bad! NO FREE RETURNS! SUPER SLOW SHIPPING It is crazy that even for priority order(I paid extra) it takes 3+ days to get my order processed. I ordered some Festool on Friday and it got shipped on next Tuesday. It will take another whole week for me to get the order! The only reason I use Tool Nut is because it's authorized Festool dealer and recommended by other folks, but I'm not sure if I will continue using it in the future. The fact that it takes 11 days for me to receive the shipment is pretty crazy given that all other places are 2-3 times faster than this. Here are some other authorized Festool dealer I tried in the past: ACME Tools: 3-5 days max Hartville Hardware (via Amazon): 1-2 days Rockler: 3-5 days max Lee Valley: 3-5 days max Woodcraft: 3-5 days max RETURN PROCESS IS ABSURD TEDIOUS Here is my timeline of return process: 2/13 asked for returning an item via the customer service at the website 2/14 got response from them in email saying "fill out a return form". I filled out immediately. 2/20 still not got any response from them and I sent another request via email 2/21 got an email asking me to confirm the exact same thing that was asked in the form. like "First the item has to be new and unused. Second, all original packaging must be intact. Lastly, the item must be free of all dust and debris." I confirmed immediately. 2/22 sent me the authorization form and asked me to ship back along with the item. I need to pay the shipping myself. It will take another 10 business days after they receive the item which will be probably another 15+ business days. Here is total timeline for this purchase experience at ToolNut. 2/2 order confirmed at toolnut.com 2/6 started working on my "priority" order 2/13 received the items and started return process for one unopen item 2/22 got approved for the return and shipped out I will update once I received the refund. It probably will take another month. read more

Stay AWAY! You can thank me later. Unable/unwilling to resolve problems with customers. Very negative attitude and zero customer service skills. Spend your tool money elsewhere. read more

I placed an order with these incompetents on Nov 20, 2024 on a backordered item. Scheduled to ship early January. When I inquired about the shipping date they said 1/20. Then at the end of January I ask for a shipping date and I am told it is in May of 2025! I Cancelled the order and ordered it from Grizzly which shipped it the the same week. These guys are incompetent scam artists. read more

I bought a big huge Mileaukee light for my business and they shipped it across from new york to California. Everything for here in Time As promise and I will continue to do business this tool nut thanks again for your service guys. read more

Been ordering from these folks for 11 years. There has been a very serious decline in service quality over the last 5 of those. I have no idea what happened or why but they now take weeks to process orders regardless of whether or not you pay their silly "priority handling" fee. Every time you do place an order you are subscribed to an absurd number of irritating newsletter emails no matter how many times you have unsubscribed from all of them in the past. Nobody is paying attention to anything at all and you're much better off ordering from Zoro or Acme Tools or pretty much anyone else. Not at all surprised they lost their Mafell account. read more

Terrible slow shipping! I wish I would have just ordered from Home Depot! I ordered a Milwaukee tool that listed as in stock on a Wednesday , Friday around 6pm got a email that my order had shipped usps . Went on the usps app to track order and it has not shipped just a label was created. Now they are closed for the weekends so it will not be shipped till next week hopefully! This wouldn't be a big deal if I didn't need this tool for a job. I saved about $10. Off of what Home Depot is charging for the same tool . Not worth it in my opinion. read more

One hand doesn't know what the other is doing! Charged my credit card for the full amount but couldn't fulfill all of my order. By the time they said they couldn't fill it, it was past the sixty days for me to dispute the charge. Tool Nut says they don't know where this charge is, but said I could dispute it if I wanted to, I suppose they knew it was too late by then. There are simply better places to do business with! read more

If they have it in stock it will ship, and it's as advertised. However back ordered 1 month already, emails come within 2 days not 24 hours, still waiting for my order, 2 of them actually, and these will be my last. I would not recommend them read more

Ordered Maquita Impact Driver, no shipping date after a week, no response to numerous emails, this despite website commitment to respond to ALL EMAILS within 24 hrs. Ordered same product from Amazon and it arrived as scheduled. Recommend avoiding Tool Nu read more

So this is where the good customer service has been hiding. I haven't had customer service like this since I had a broken super soaker in the 90s, I thought it was completely gone but good customer service still exist over here. There was a little confusion with a product description and I fully expected them to make an excuse for not sending the product and try to charge me an additional fee but they sent it out promptly at no additional charge. Haven't had impressive customer service like that in decades, well done! read more

Very poor shipping, at purchase gave a date then was a week late and then another 1/2 week. Will pay more and use Amazon! read more

Have been using Tool Nut for years always great service. Recently made a purchase and UPS left package in an unsecure location ,and after business hours, package was stolen. Tool Nut replaced my order free of charge and with no hassles, will continue to use Tool Nut for my tool needs. read more

Buyer Beware this is the worst company I have ever had to deal with. They are a middle man so if/when you have a problem with a product, they make you talk directly to the manufacturer, and shockingly the manufacturer can't do anything, because you purchased the item from tool nut. They try to string you along for days/weeks hoping you get sick of it and give up. Recently bought a woodpecker tool from them that I need to return and after a week of the back and forth game they told me to "sell it on ebay". These people are infuriating they don't care about their customers. So buyer beware. This company is a joke. Their customer service is the absolute worst I have ever seen. They are a useless middle man. Buy your tools somewhere else. read more

I have spent literally thousands of dollars with these people and why I continue to go back is beyond me. A week to ship something. Continuing shipping via the wrong carrier and snarky "customer service". My recommendation would be to shoot your business to someone else. read more

We have been trying to get our hands on the Milwaukee 3/8" Impact Wrench kit. We ordered it from another vendor only to find that they did not have it in stock, as indicated on their website. After waiting 3 weeks for them to get the set from their supplier we canceled the order and ordered it from tool nut as they indicated it to be available. Well, guess what? They are now saying it will be 20 to 30 days before it becomes available to them and then another week to get it to us. Once again, we are on the hunt as we have canceled this order! The good news is that they supposedly have canceled the order and lifted the hold on our credit card. As a business, we need our tools! We would not have ordered it if we did not need it... It is frustrating for these companies to represent themselves as "stocking dealers" when all they are doing is acting as a middleman between the manufacturer and the end user! Time to go to Home Depot and pay more money!! read more

Back in the 90's when I had a small home improvement business and The Tool Nut was on Rt 202, I was a frequent customer, buying not only for work but for home as well. I was at there current location several times but before they went to online ordering only. So I stopped in today to shop for some stuff and inside the front door I'm met by a barrier and an employee who politely but firmly tells me I cannot shop in the store any longer. I'm told to order online and come pick it up. Uh, NO. read more

To be fair, this is not a reflection of Tool Nut themselves, but their choice of third-party anti-fraud partner. Here's my rant: I have a bill-to address that is different from my ship-to address. Many companies flag such online purchases, I honestly expect to place an order and then have to deal with the various processes and procedures with the businesses until we get things straight. I placed an order with Tool Nut in the past and worked with Customer Service to do just that. This order, however, kept showing the ship date on a pre-order item being pushed back 4-6 weeks at a time. I was on a road trip and stopped in at a big box store and was able to purchase the item on the spot. So I call Tool Nut to cancel my order, and they were accommodating and polite. I get an email a day later that my order was flagged as fraudulent and the order was cancelled. Well, this sounds fishy so I follow-up and find out that my order was flagged at the moment it was placed. I am told that Tool Nut does not alert the customer when an order is considered fraudulent. This was the second time I ordered, and the information between orders was identical. We went through the different addresses and the details were on file... what gives? The very least Tool Nut should do is notify a customer if the order is flagged. At a minimum to alert the customer that someone may have their credit card number. But to "black hole" the order and the customer is really a poor practice. There are so many other online retailers selling high-end product lines that setting yourself apart with customer service is important, but this went in exactly the opposite direction for customer retention. read more

These guys keep shipping with the post office even after numorious conversations over the phone to correct the issue. They are jerks over the phone and they ship slower than any online vendor I have ordered from. If you need Festool supplies on the job you better think a month ahead with these folks. If your a cousin or uncle you might have a chance but a regular contractor trying to get the job done will hit a brick wall. When it comes to Festools online, they need lots of training. Good luck read more

DO NOT ORDER FROM THIS COMPANY! I put in a order on 10/10/2019 and was told it would ship the next day. It is now 11 days later and all I receive are excuses that they do not have the product in stock,(waiting for the manufacturer) to ship it to them. Rather than offering expedited shipping once they do receive the product, the customer service rep continues to ask me if I want to cancel the order. I would not suggest this place to anyone. Stay clear. read more

First time buying with toolnut and it was decent. The tools are legit which is good but the service was poor. I made 2 order which totaled over $200. First order was 2 part. I got part 1 in 2 weeks and part 2 and 2 months later. My second order was better and got in at 2 weeks all together. I wanted a refund and their "easy refund" motto was quickly forgotten. They wanted me to pick my own shipping and said they weren't responsible for anything until they get it in. No fast and easy like amazon. Next time I'll stick to homedepot, lowes, or Amazon. read more

Update, customer service did reach out to me and made this right, stand up company in my book. Matt was very sympathetic and helpful. Thanks I ordered a gravity rise Makita miter stand , box was damaged upon receipt but looks like this was the second time it was shipped, the item inside had partially been assembled and many of the parts were severely scratched - the assembly instructions were missing as was the majority of the fasteners, none were in the plastic bag, which the last purchaser threw back in, but were rolling around the bottom of the box, since the box was split due to amateur packaging as I mentioned many were gone. None of the packaging materials were in the box so the parts rattled, scratched and scraped each other. I purchased this item new but already looks like it is old and abused. read more

First time using these guys and it willbe my last I order a milwaukee 48-22-8486 which was listed as in stock on July 6th and it has yet to be shipped don't waste your time with the tool nut you might as well wait for the local guy to order it in for you. read more

Ordered online and my order was delivered in 4 days. The product was as described. I would definitely buy from the Tool Nut again. They have great customer service. read more

Horrible. Ordered Milwaukee drill/impact combo on October 9th. Got no updates. Sent an email on the 15th with no reply. Called today the 21st of October and was told the items are on back order till Nov. 9th. All they can do is cancel the order or wait till the 9th to ship. 12 days and they can't contact me and tell me the items are on back order? Why are they selling items they don't have in stock? Not willing to rush ship or substitute another item. Guess they don't care about the customers. read more

I ordered an expensive sander from the tool nut and got a confirmation email of the order. I waited 6 days to get a shipping notice email and having received none, I emailed the company. I got a response saying it was backordered for "a couple weeks". Had their website displayed this delay, I wouldn't have placed the order. Now I must either cancel the order and then tell my credit card company, or just submit and wait. Not happy. read more

Great company, cant say enough good things about my experience at The Tool Nut. Over the years Ive purchased items from them for my woodworking business. Packages always arrive in a timely manner. However recently the delivery company said package was delivered and I didn't receive it. When I called the company, Tool Nut, they were right on it. I spoke with Thomas Mastropolo, who was clear and communicative. Outcome was another item sent out to me within 48 hrs..How can you do better than that!! read more

I've been shopping at The Tool Nut for the past few years everything from screw drivers through power tools. Doug is the absolutely best, he always is patient and knowledgeable, he's offered suggestions that made a project easier and less costly. Not surprising that The Tool Nut gets such great reviews! read more

The Tool Nut - Love hand tools - Hardware Stores Near Me - Yorktown Heights, New York

I haven't visited their brick and mortar store, as I live hundreds of miles away. I did have placed an order with them, and was very satisfied with the shopping experience. The checkout process was smooth and fast. Everything was clear, even the promo code was applied automatically. The customer service was very helpful and resolved my problem without issue. They ship really fast: I placed the order early in the morning before business opened and they shipped it out in the afternoon. I placed another order with them -- this is the kind of business I'd like to buy things from. Hopefully all of my future orders go as well as the previous ones did. read more

Found what I was looking for via a google on their website. Came across a deal I like in their website. Decided to order the product posted on their website and was looking forward to using the product once i get the product. A few days later, I get an email from them saying they incorrectly priced the product on the website and will be canceling my order. Very nice and professional of them right? Don't believe anything these guys say or have on their website. I don't know what their strategy is, maybe to get more traffic through their site with false advertising? Will never do business with this company again. You, as the consumer are at the mercy of how they feel and they can cancel your order at anytime by saying "oops, sorry!" read more

No confirmation of my order. So after the pending charge disappeared at my bank I thought the order didn't process. I set up an account with Tool Nut and reordered the item. Again, no confirmation. I logged on the website everyday for 2 weeks and it never showed up on my account. I emailed them requesting the order be canceled. After 3 weeks I received an email that the older order has shipped. Never had an order number for that one until it shipped so I could never cancel it. Now I can return it if I pay shipping. I will never do business with them again!!! read more

I had good luck with them. I've only placed an online order. I was a little worried about my order after reading reviews. Of course I read reviews after I ordered. They order said it ships in around 5-10 day because it was out of stock, after around 7 I called and they said it should ship soon. Very nice one the phone. In about 2 days I received an email that it shipped. They did what they said. read more

Great for tool selection. Prices seem reasonable. The staff is professional and can and will answer questions. read more

Bought the last power generator yesterday. Very impressed with service price and integrity. They could have inflated the price but stood by their regular low everyday prices. High marks for their honesty. read more

Toolnut has 7 official complaints on better business bureau and many negative reviews on many places and the concerns are more less the same .When you have a concern They are not straight out shady but they cut corners And waste your time a lot . Read all the negative reviews on them on different places, they are more less the same type of concerns. You maybe you are lucky and have no problem with your order if you are don't care about delivery time or you do not have to contact them but if anything goes wrong , you are out of luck . They ignore your emails and phone calls. They can see your number and if you call them with your concern again after they did not honor their words, they don't pick their phone , you are not able to leave them a massage either . I recommend only order from them if you absolutely have no other choice and you don't care if your order arrives late or if whatever they tell you they don't honor. If it just happen that your order from them and they ignore you like they did with me and they were seeing my number and did not pick up and not answer your emails , then leave them a review with your concern, dispute the charge with your bank , refuse the package or whatever applies to your situation , then you get their attention and they then may just do half of what they are supposed to do but they dont not still make effort to make you happy enough to get back to shop from them in future. They have a too young of so called manager with 3 years experience of being manager in his life and not having enough experience to know that it is about business and not his personal pride or ego who does not deal with your concern well. If you want a lot of hassle and late delivery buy from them. There are so many other places that they have the same tools and appreciate your business. Go to bbb.org ( better business Bread) and see they have 7 official complains and read the negative reviews and complains and make your own judgment read more

I couldn't get my web order to go through??? I called the toll free number and Jon got me hooked up in no time flat!!! Even got the package earlier than expected! ToolNut rocks. read more

I just found you guys recently, and had a whole lot of questions about the Festool Track saw. Doug was excellent at answering my questions and even sent me directly to Festool on a far out question I had. The shipping came immediately and I could not have been more pleased. Great Job Doug! read more

Be careful when you order online. Their "ground" shipping is typically Surepost which can take weeks to arrive. Customer service has in my experience been reluctant to actually help solve problems, and almost any of their competitors provide better selection and service. read more