Genius Tools USAReviews of geniustoolsusa.com

Response from Genius Tools USAAug 16, 2024

Hello Mahmod, Thank you for your feedback. We acknowledge that you first reached out to us on August 13, 2024, regarding an issue with your torque wrench purchased on December 18, 2023. As part of our process, we promptly and courteously responded the same day requesting additional details and documentation to investigate the issue thoroughly. We sincerely apologize if our process felt slower than you expected, but please know that we were actively working on your case during this time. We understand that you were eager to resolve this matter and are committed to providing excellent service. Since receiving the necessary information, as of August 16, 2024, we have offered to send a return label for the tool and arrange for a replacement, as communicated via email. We hope this solution addresses your concerns and restores your confidence in our products and customer service. We appreciate your patience as we worked through this issue and apologize for any delays. Our goal is to ensure all our customers are satisfied with our products and service. Please feel free to contact us directly via email or phone if you have any further concerns. - The Genius Tools team

Response from Genius Tools USAAug 12, 2024

------- UPDATED: 08/16/2024 ------- Hi Vonna, We went ahead and shipped you a courtesy replacement. According to the shipment tracking, the replacement was delivered yesterday, 08/15/2024. Again, you can check your email for more details. Please let us know if you have any other questions. ------- 08/12/2024 ------- Hi Vonna, We’ve reviewed your order, and the tracking information indicates that the shipping courier delivered your package, along with a photo confirming the delivery. We’ve just emailed you the details along with the picture. We're sorry for any inconvenience this has caused. We understand how frustrating it can be when something doesn’t seem right, so as a precaution, we're offering a replacement order. In the meantime, we kindly ask you to check around the exterior of your home, as packages can sometimes be placed in less obvious spots. Thank you for your patience, and please don’t hesitate reply to our email if you need any further assistance. Regards, The GT Team

Response from Genius Tools USAJun 25, 2024

Hi Justin, We're sorry for the inconvenience. If you'd like to return the item, please email us at [email protected], and we'll ensure it's a free-shipping return. We want to make it right, so let us know if you'd prefer a replacement, and we'll get it sorted ASAP. Thank you!

Response from Genius Tools USAMar 5, 2024

Hi Nathan, We understand the importance of your order and sincerely apologize for any inconvenience caused. As a small team, we take full accountability for the mistake that occurred with one part of your order, and we are committed to fixing it ASAP. As discussed in our phone call yesterday, we are dedicated to making this right. Our team promptly emailed you yesterday to address the specific issue. Please rest assured that we are actively correcting the order. As you will see in an email sent this afternoon, we are shipping your replacement items soon and we will keep you updated throughout the process. We are grateful for your understanding and cooperation. Your feedback means a lot to our small team. - Genius Tools Customer Service

Response from Genius Tools USADec 15, 2023

------- 12/15/2023 - 2:25PM ------- Hello Denis, Thank you for the time on the phone. We sincerely appreciate your feedback and we have added the information about our tool utilizing a metric fitting and not applicable with SAE / Imperial standards onto the website so future customers know the difference. You can review the change here if you are curious: https://www.geniustoolsusa.com/catalog/product/view/id/32109/s/genius-tools-short-long-nozzle-air-blow-gun-aj-1062/ Again thank you for your review, your feedback is invaluable so we can improve our customer service, communication and usability of our website. Have a great weekend - Genius Tools Americas Customer Service Team ------- 12/15/2023 - 2:20PM ------- Hello Denis, So sorry to hear you had a negative experience, lets get this figured out we will pull up your order information and reach out to you right now. - Genius Tools Americas Customer Service

Response from Genius Tools USAJul 26, 2023

11:50am PST Wednesday, July 26, 2023 Hello Danny, its currently 11:50am PST Wednesday, July 26, 2023, our apologies on any inconvenience looking into your order now standby. -- 11:52am PST Wednesday, July 26, 2023 Hello Danny, Looking at your order here is what I see. Order Placed: Jul 18, 2023, 2:13:25 PM Order Processed: July 18, 2023, 4:21 pm Order Picked up by USPS: July 19, 2023, 5:57 pm Order was delivered by USPS: July 25, 2023, 11:24 am Notification from USPS states: Delivered Delivered, In/At Mailbox We will email you now if you didn't received it we can open up a case with USPS to figure out whats going on, in the meantime if you need to reach us you can call us at directly at (909) 230-9588 or email us at [email protected]

Response from Genius Tools USAJul 11, 2023

Dear Javier, Thank you for your feedback on our ratchet. We apologize for the inconvenience you faced with its initial condition and reassembly process. We appreciate your patience and understanding. We have taken note of your concerns and are committed to improving our product. Our team is actively working on ensuring that future ratchets are properly lubricated and easier to reassemble. Your feedback is valuable to us, and we will use it to make the necessary improvements. Once again, we apologize for any frustration caused and appreciate your feedback. Should you have any further questions or require assistance, please don't hesitate to reach out to us directly. We value your business and look forward to serving you better in the future.

Response from Genius Tools USAMay 23, 2023

----- Update 8:56PM 5/22/2023 ----- My name is Steven with Genius Tools, first off let me apologize for any inconvenience. Allow me to research this order and give me a few hours to figure out whats going on and get back to you shortly with an update on your order. ----- Update 9:13PM 5/22/2023 ----- Hello Angel, Looking into your order I see that you placed your order with us on May 15, 2023, 7:59:10 AM, it was packaged and picked up by USPS picked up on the same day at our warehouse ONTARIO, CA 91761 at May 15, 2023, 11:09 am, confirmed with a scan from USPS. At this point I will need to contact USPS to see if the shipment has been lost. Tracking shows that its still moving through the USPS system. Worst case scenario if we don't get a positive response from USPS and open a claim with them a ship a replacement via FedEX just to make sure you get your tool. In the meantime if you have any additional questions please feel free to reach out to me at [email protected]. Again our apologies on any inconvenience. Not your fault at all, we package and hand these packages to the carriers as quick as possible, in your case a couple hours after the order was placed, but sometimes these carriers can mess it up. Either way we will get you squared away. I will update you in the AM with next steps and the response from USPS, and more than likely a tracking number from FedEX. ----- Update 11:53AM 5/24/2023 ----- Hello Angel, Finally received a message from USPS response this morning, they said it was delivered Delivered, In/At Mailbox - May 23, 2023, 3:35 pm. Can you please confirm it was received? Please let us know.