I have spent over $10,000 with this company for both my business and personal needs, spanning four different locations . Just ordered $1800 in total for new toolboxes. I am a loyal, high-spend customer, but the service at this specific store is unacceptable. I am currently 60 days into an $1,800 order that keeps getting delayed, no one calls as promised, I have to call. When I requested a cancellation and refund after 60 days, the Store Manager, Brett, was dismissive and completely unhelpful. He claimed he 'couldn't help me' and wasn't even sure if customer service could issue a refund, telling me 'they should be able to' instead of taking the initiative to find out or call them on my behalf. How do you not know at management level? If you dont, find out. Put forth some effort. Thats management. For a store manager to have no idea how to handle a refund for a long-term client and to refuse a refund until backordered items arrive that is 30 days late is unprofessional. They are essentially holding my money hostage for a product they can't deliver. I’ve supported this brand for years, but the lack of accountability and 'not my problem' attitude from management at this location has ended that loyalty. Currently filing a formal complaint with corporate.
