I bought CONCOURS Pro 2 Paint Gun and Accessory Kit. Right on the box, it states "NO HASSLE 3 YEAR WARRANTY". I admitted to them that I broke the small gun myself after owning it for only a few months and they provided me with a new gun. It's been a year since I bought the kit now and I pulled the new replaced gun out to use it for the first time, only to find that it leaked all over the place. Called and talked to customer rep only to be told that I need to send in photos. How is this "NO HASSLE WARRANTY"? Also, I was told I was out of warranty,... HOW IS THIS? I tried to call back a second day, hoping to get a different rep, but it was the same person. WTF!
I recently placed an order on eastwood, it was for a welder. And in haste I accidentally ordered one that was a little bit different from the one I meant to order. It was the middle of the night so customer service was closed for the day. So 2 minutes after I placed the order I emailed them and asked if they could cancel my order so I could re-order the correct welder. At 9:30am the next day I get a reply saying that they apologize but that the shipment had already been picked up and I could not cancel the order. At 4:30pm that afternoon I finally get a tracking number. So I do some investigation. Apparently the tracking number hadn't been even created until 10:30pm, and the shipment hadn't been picked up till right around the time I got my tracking number at 4:30pm. So the customer service rep basically flat out lied to me. So I had to wait 4 days for the welder to come in, then I had to pay 56 bucks to send it back. By this time I just said forget it and bought another welder from a different company.
The funny thing is, everytime you place an order on the website normally. It takes them 5-7 days to actually ship it. Probably the last time I buy anything from Eastwood unfortunately. Because I like their products, but their customer service department needs a complete revamp...
Big ad on the top of their page says FREE SHIPPING OVER $100. Made me waste my time ordering a $350 welder having to register all so they could try and charge me $50 for shipping.
Hello Dustin,
I apologize for any confusion our advertising might have caused. The free shipping banner at the top of the website does say that some exclusions apply and the welder does have a red notice when you add the item to your cart that it is a heavy weight item and is not valid for any free shipping promotions. I again apologize for any confustion.
Thank you.
Person was very rude, not helpful, would not even listen to my issue cut me off several times. I will never by from them again.
Hello Joe,
Thank you for your feedback and for making us aware of this incident. We strive for a world-class customer service experience. All of our calls are recorded so we can go back and review the call and issue any follow-up training that may be required. If you could please respond back in a private message with your order number and phone number you called off of I can look into this for you and find a resolution.
Thank you again and happy holidays.
Had a minor issue with the online order process but Leah C. Got my order on track. Very efficient and pleasant. Thank you.
Have ordered over $500 in the past month and all 3 orders have been a total F* nightmare. I literally just got off the phone with a customer service rep named Angela. I called because my order showed (at the same time on different pages on their website) both backordered And Shipped. WTF? SO I call to ask whats up. Angela comments that it takes 5-9 days before I likely will receive the order. The order is already 5 days old and hasn't left the warehouse, nor can she tell me when it might leave.
It was a professional and I thought pleasant conversation, but when I said goodbye I failed to hit the end call button and I heard Angela calling me a d*ckhead, and grousing about asking about my order after 5 days. I couldn't believe my ears.
Just amazing that in this competitive world, we have customer service people so jaded and rude, and clearly poorly managed that they would care so little.
Needless to say, I will never buy another thing from this company. Back to amazon and the great shipping and customer service. I may have to go through a few more steps to find some of these things, but I don't mind. There is no excuse for calling a customer a dic*head on the phone.
So IF you like to be ignored, abused and wait and wait for your products, and put up with crap customer service, then stay with Eastwood! If not, the
BUYER BEWARE!
I needed a new welder for work and their 250 Amp multiprocess rig is exactly what I needed at the right price. The reviews of the box itself were fantastic for the price point. Here's where it gets stupid, I got an email stating that my credit card information was suspicious (considering I have used this card online before and had no issues AND been at the same adress recieving bank statements for two years you can begin to see the issue) 3 days and as many emails later I have to call their customer support line and spend a dogs year on hold as the first customer in line and then play a game of telephone with their rep. To be fair both of the reps I spoke to were incredibly polite and prompt but the innability to speak to their security branch was infuriating. After the initial exchange I was asked to send in photos of my picture ID and card to their security office. I still havn't heard back weather my order has been processed. Keep in mind this is a transaction involving more than a thousand dollars. I'm going to be checking with my bank about fishy transactions on my account and put them on the fraud watch list.
Due to the proliferation of credit card fraud in the US over the last 18 months, we've had to take much stricter measures to safeguard both our customers and ourselves. In some cases, it takes multiple contacts with a buyer to ensure he is in fact who he claims to be. Wells' case was much more challenging than most and we've communicated the "why" to him. The "security office" he writes of is another company who provides fraud security for a large number of both online and brick-and-mortar clients--we do our best to get every order in and shipped out as fast as we can. When it takes days, like in this case, we circumvent our own processes to put the order as top priority. We apologize that it takes longer than we want sometimes, but most of our orders are very high value and require a little more digging! Tim-Director, Customer Experience
Purchased a set of car dolly's. One dolly is defective and will not function. Contacted Eastwood 4 times and was told a replacement will be sent but 2 weeks later nothing. Their customer service is terrible. The web site says "Satisfaction Guaranteed" unless you have a claim. Buyer beware of this company. See the other poor reviews this company has received.
Hello John, I do apologize for the delay. They are in stock. Please give us a call and we would be more than happy to assist you on getting this out.
Purchased an air needle scaler and stitch weld magnets. Products work well and sales staff was very helpful.
Thank you Glen!
Very bad customer service took a very long time to receive my last order and I was very unsure that I was even going to receive at all
Hello Jason, All of us here at Eastwood are aware of your order and I'm happy to let you know that your order has already shipped and is scheduled for delivery by Saturday the 28th. I do apologize for the delay. Paint is considered a hazardous item there for we are limited when it comes to shipping from our retail locations. Once again I do apologize. Your truck looks amazing so far would love to see the finished product. Please let us know if you need any further assistance.
Overview
Eastwood has a rating of 1.6 stars from 163 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Eastwood most frequently mention customer service, next day and credit card. Eastwood ranks 523rd among Auto Accessories sites.
Part of the DIY community since 1978, attending car shows, listening to customers, and seeing first-hand how our products are used to produce a vehicle our customers are proud of
Offering solutions which combines our 4,000+ unique products with the know-how to “Do The Job Right”
In-house product design, development and testing with a strong track record of high-quality, innovative products
Used and trusted by top builders to beginners
Order anytime online, by phone, catalog or in our retail stores
Expert DIY advice and instruction via phone (866-759-2131), email, and our solutions
At Eastwood we care about your DIY automotive projects and want you to be 100% satisfied with our products
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Hello.
Our representative was a bit confused with some of our warranties and made a mistake. We have honored our warranty for this gentleman and apologized for the confusion on our part.
Thank you.