Review Time
I am sharing this review to highlight a significant order issue and how it was managed. My brother placed and paid for the order, and I've been assisting him with the follow-up and documentation.
Order details:
Order number: REDACTED
Order total: REDACTED
Delivery address: REDACTED
What occurred:
The tracking status indicated 'Delivered, Front Door' on a specific date and showed a different location. However, the package was not received at the designated address. The proof of delivery image provided does not correspond to the intended residence. We searched the property and surrounding area, but the package was absent.
Our actions:
We reached out to the company on the same day the delivery was marked to report the non-delivery issue and clarify that the delivery photo did not match the address. We requested a simple resolution: either a replacement shipment with a signature requirement or a full refund.
Company response:
We received one reply, but then communication ceased. Despite multiple follow-ups from my brother and me, there has been no response. As of now, there is no refund, no replacement shipment, and no documentation proving delivery to the correct address.
Why this is important:
I am not reviewing the product itself, as it was never received. Instead, I am evaluating the fulfillment and customer service process when a package is marked as delivered but is not received, and the delivery photo is incorrect.
Suggestions for the company:
Provide a prompt refund when a customer submits a valid non-receipt claim, especially when the delivery photo does not match the address.
If the package was delivered correctly, offer clear documentation that supports that claim (not just a generic delivery status).
Maintain consistent communication with customers instead of going silent after one response.
Consider offering a reshipment option with signature requirement for higher value orders.
I hope this review assists other customers in making an informed decision and encourages the company to manage non-delivery cases more effectively and transparently.
Title (optional):Received wrong item, no accountability from MaxTool.Review:I ordered a 3400 PSI pressure washer pump from MaxTool (Order #MXT1146472), but they sent me a completely different model rated at 3600–3700 PSI, which is incompatible with my equipment.I immediately contacted their support, provided photos comparing the delivered item with what I ordered, but they claimed I received the correct product — despite clear differences in both PSI rating and appearance.To make things worse, they refused to cover the return shipping, even though the mistake was on their end. I was left with an unusable product and wasted time. I had to escalate the issue to my credit card company and open a dispute.Very disappointed with their customer service and unwillingness to take responsibility.I strongly recommend others to be cautious when ordering from MaxTool.
I purchased 2 of Maxtool 18v "special offer" deals. A jig saw and orbital sander and each came with free 18v battery as part of their "special offer". I was going to purchase a couple of more "special offer"s but when I clicked on the item there was NOTHING SPECIAL. Same price as other online retailers and no free battery. I emailed them and got reply this is a website problem and they removed the "special offer" status from the tools I am interested in. He gave me a code "to save a few bucks". I just noticed there are other false claims for "special offer" on many more tools even after I informed them. Free bare tool: grease gun. If they didn't include the free bare tool grease gun you would receive nothing for $249
I bought a replacement blade for my lawnmower.... It got lost by the carrier on attempt 1. Maxtool reshipped and it was lost by the carrier on attempt 2. They sent it again, this time via UPS and it made it to my door safely! The customer service folks were kind, easy to work with, quick to respond and did their best to make it work. Thanks!
This was the first time I ordered from Maxtool. I bought 3 different sizes of Dewalt mobile storage units. Shopping the website was easy, along with the order process. The shipping of the items came in a very timely manner. I felt the price I paid was for the Dewalt storage units was very reasonable. I would definitely recommend Maxtool to other people.
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