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March 2024 by Patty D.
I have used Direct Tools many times with no problems, but this last order sent me shopping elsewhere. I ordered a "refurbished" Ryobi stick vacuum. It came in a cardboard box with no packing at all. The plastic latch that holds the waste container closed was broken off. I went to set up an exchange on their website and found the vacuum was 30% off. I asked if I could get the exchange as well as a refund for the 30%, but they said they had to get permission for that. I e-mailed back and forth numerous times with no answer. Finally they sent an RMA label to return the vacuum. I returned the vacuum, but when I checked my credit card for the refund, it was short the shipping. So, they send me a broken item and I have to pay the shipping on it? Unacceptable! I purchased the item new for less money.
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November 2023 by This G.
They are running a bait and switch scheme with their reconditioned tools. They will not tell you in any way that if you buy a reconditioned tool from their site, that they can substitute items at their discretion. So on their site it says you'll get a tool with a 4ah battery and Rapid charger, they might send you a 2ah battery and standard charger. Not a big deal you think? It's actaully a difference of over $100 value in the case of the 40v line. They will in no way tell you about this policy on the product page, or on your cart, or during checkout, or anytime BEFORE taking your money. Believe me I checked. It's not there at all. Only till you receive the item and you notice that your were swindled, and only if you call them within 7 days of receiving the item, will they offer you an exchange or refund. And the exchange is only for another box of mystery parts, where there's a chance you can actually get even worse items. All this while they hold your money and you are missing all the deals on Amazon, Ebay, Home Depot Ryobi Days, etc. and you don't have the tool you need right now. If you complain about their criminal scheme, they'll point you to a random page on their website that says you might not get what the product page promised. That info wan't presented to you in any other form BEFORE they take your money. Only after you complain do they inform you of the existence of this policy. Any lawyers out there, take their number and start a class action lawsuit. Get paid and get us some justice.
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November 2023 by Don T.
Not a good experience for me. I tried using them to get a Ryobi leaf blower and battery that was a "factory blemish" and was sent an unusable item with the handle thread bolt stipped the plastic inside that held the other side of the bolt so I could not even insert the battery. I had to go through two reps repeating my entire problem and they never emailed the return shipping label but after contacting them again I received it. Then instead of replacing the blower as I asked, after they had my returned item for ten days, the just issued a refund instead so after about seventeen days I had no tool to do what I needed to do, even though when they received my blower they still had the item showing in stock. If you look them up in BBB you will see a lot of complaints so I wish I looked there before letting them waste my time and gasoline. Big thumbs down!
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October 2023 by Tim C.
Buyer beware, they will only support their tools for 7 days from receipt of shipment. I ordered chainsaws and didn't use them for a couple of weeks. When I did I found them defective (the oiler didn't work) I called to get a replacement and they said tough luck! you didn't call within 7 days. So if you buy test the products heavily immediately.
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October 2023 by William M.
Will raise price 1 penny about retail on Ryobi products then place new price on yellow ticket, so they can exclude that product from sales discounts. And tell you prices are controlled by Home Depot
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August 2023 by Joe E.
ordered 53 dollars worth of tools with free shipping on 6/26/23. Shipped on the 28th. Received email that it was delivered on 7/3. Not delivered. Logged into website and said order completed. Checked fed ex ground and said item damaged in transit and delivered back to store on 7/3. No notification from DTFO about it being returned, only that the order was complete. Sent several emails with order number with no reply. Called on 7/13 and told that returns were processed by a different division and they had no contact with them. Would have to wait. Called again on 7/18, said that the package was identified as damaged and would have to be assessed before being returned to me. Once again, different division with no connection to customer service or ordering. Called on 7/25 and was told that the return group was processing it and no estimate on when it would be shipped, estimate of around 2 weeks, and I would get an email when it was shipped. No ability to contact the return group. Asked if I could get something faster than fed ex ground shipping and said that they could not expedite shipping on it. Three more calls went to indian call centers which they basically treated me like I was calling to complain about the cable company. Did everything they could to get me off the phone. all three times I tried to elevate to management. one of them just hung up. The other sent me to another person in the call center. The third time i waited 20 minutes after being sent to management, and talked to someone who basically said it will be re-sent within two weeks. I eventually received a refund through paypal for one item in the order because it was no longer available (unless it was damaged in the package, I don't see how this is possible). They didn't send an email or anything like that, I just got the notice from paypal. The package arrived on 8/14. No apology, no attempt to correct the situation other than letting me wait without any information. They are the cheapest place around, so they don't have to do anything in the way of customer service. Don't like it, screw you, go to Home Depot and pay 4 times what we're charging. You get what you pay for.
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August 2023 by George Payne
Buy with confidence here! I was confused on my order and they were not afraid to take the time to help me understand their product. They really care, and you are not just a number here. My hat is off to this store and it's manager. Good people! Will be back and spending a lot more. Thank you!
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August 2023 by Antonio Martinez
Great store drive from Houston, TX to get great deals
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July 2023 by Dottie Davis
Employees were great! Very knowledgeable. Store was clean and had awesome prices!
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July 2023 by Rick Felling
Very disappointing. I just experienced the classic bait and switch. I ordered a RYOBI Self-Propelled Mower. They shipped me the non-self propelled one. I returned it according to their guidelines, but now that the price for what I ordered is higher they cannot ship me what I originally ordered. They indicated that they would issue me a refund although I just wanted them to ship me what I ordered. Marian the Lead Supervisor said "They Can't Do It". I corrected her and said no your just not willing to do it. In essence, not willing to treat the customer right. Buyer beware.
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July 2023 by Edson Martinez
They have very low prices on both factory blemished and factory reconditioned products. They carry a huge selection of tools from Ryobi, Hart, and RIdgid. They also have vacuum cleaners and carpet cleaners and cleaning soap. The sale associates are very helpful.
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June 2023 by Texas David
Nice place but not sure deals were all that good.
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May 2023 by Jerry S.
I have been happy using the Direct tools outlet, I ordered an 18inch Fan and I got it when promised. Put a battery in and in less than a minute it stopped working, checked battery full charge. Tried multiple batteries and the same result. I sent an email to customer service, no reply at all. I called and was on hold for well over an hour, never heard from a person. This is poor customer serviceThey called be back and we were able to resolve the issue
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April 2023 by Greg K.
Good value for the products. But you need to be sure to check the items right away. This includes the individual boxes in the package. Last time I ordered online I thought all my items had come. Later found out that a box labeled as an 18V battery was actually a 40V battery. Useless to me. And then they say I had 7 days to check and there was nothing I could do as that had passed. Guess labelling boxes and customer service aren't their strong suits. I would give them the 40V back to get the correct one.
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April 2023 by Dan P.
This is a Ryobi-centric store. Good selection, but basically one brand. Prices seemed to be full retail for most items. Perhaps there are some good deals, but I didn't notice any.
