Cool Tools

★☆☆☆☆

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I ordered an ultrasonic cleaner from Cool Tools. After using it for a couple of days the circuitry went on the fritz. I contacted them and had another one sent to me after paying additional shipping to send back the malfunctioning one. Whenever I'd had to return a damaged product back to other companies they've sent me a RMA number as well as information to print out to give to UPS so you don't have to pay for the return shipping. Cool Tools didn't do this; however, they sent me replacement and this one didn't work at all, plugged it in and nothing. I was aware of their deceptive refund policy, which states they only give store credit for refunds. So I emailed them, trying to appeal to their sense of fairness and asked for a refund plus the shipping cost. I thought they would be a decent company, that they would understand the situation and would take care of their customer. They assured me they would after they received the ultrasonic cleaner.

Well, they received it and promptly sent me gift certificate for $11.00 less than I'd originally spent and not even taking into account the cost I accrued from shipping back two malfunctioning items, which cost me $20. I wrote them back and explained that I was not interested in ordering yet another replacement from them and that I was not interested in a gift certificate and wanted them to refund me as they said they would. Here is a direct quote as to why they didn't keep their word:

"I'm sorry you are frustrated. As mentioned when we spoke, we would refund you after inspection of the cleaner. As there is nothing wrong with the cleaner, it is not our policy to reimburse shipping or refund for an item that was shipped brand new, functioning properly and then returned. The item you received was in perfect working condition when it arrived in our warehouse."

Such appalling customer service and to be accused of playing some sort of product return game with them. It's a little hard to argue the fact when they've got my money and the product I sent back to them. I'm not in the sculpting or jewelry business so a gift certificate is useless to me since this is what they primarily sell. This was the only item they sold that I could use. I explained this to them. Even if I was willing to order yet a third, obviously inferior, product from them I would have to pay extra shipping cost since the gift certificate was $11 dollars less than what I originally spent.

Don't deal with these deceiving swindlers, spend your hard earned money with another company who truly value their customers. Only a hit and run company would deal with their customers this way.

1
★☆☆☆☆

I ordered an ultrasonic cleaner from Cool Tools. After using it for a couple of days the circuitry went on the fritz. I contacted them and had another one sent to me after paying additional shipping to send back the malfunctioning one. Whenever I'd had to return a damaged product back to other companies they've sent me a RMA number as well as information to print out to give to UPS so you don't have to pay for the return shipping. Cool Tools didn't do this; however, they sent me replacement and this one didn't work at all, plugged it in and nothing. I was aware of their deceptive refund policy, which states they only give store credit for refunds. So I emailed them, trying to appeal to their sense of fairness and asked for a refund plus the shipping cost. I thought they would be a decent company, that they would understand the situation and would take care of their customer. They assured me they would after they received the ultrasonic cleaner.

Well, they received it and promptly sent me gift certificate for $11.00 less than I'd originally spent and not even taking into account the cost I accrued from shipping back two malfunctioning items, which cost me $20. I wrote them back and explained that I was not interested in ordering yet another replacement from them and that I was not interested in a gift certificate and wanted them to refund me as they said they would. Here is a direct quote as to why they didn't keep their word:

"I'm sorry you are frustrated. As mentioned when we spoke, we would refund you after inspection of the cleaner. As there is nothing wrong with the cleaner, it is not our policy to reimburse shipping or refund for an item that was shipped brand new, functioning properly and then returned. The item you received was in perfect working condition when it arrived in our warehouse."

Such appalling customer service and to be accused of playing some sort of product return game with them. It's a little hard to argue the fact when they've got my money and the product I sent back to them. I'm not in the sculpting or jewelry business so a gift certificate is useless to me since this is what they primarily sell. This was the only item they sold that I could use. I explained this to them. Even if I was willing to order yet a third, obviously inferior, product from them I would have to pay extra shipping cost since the gift certificate was $11 dollars less than what I originally spent.

Don't deal with these deceiving swindlers, spend your hard earned money with another company who truly value their customers. Only a hit and run company would deal with their customers this way.

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