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Eastwood Reviews Summary
Eastwood has a rating of 1.7 stars from 170 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 583rd among Auto Accessories sites.
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I did my first and last order with Easton last night. I contacted their very lousy customer service and tried to cancel my order because they charged my Pay-Pal and conveniently failed to discount my order the $20 offered on the order form for their products, the rep. I contacted assured me it would be fixed if I called them during business hours. I called them during business hours and asked to cancel my order just hours after placing it and they are claiming it is too late to cancel even though the tracking number only shows that a label was created, I will never do any business with these clowns again.
I bought a value seal installation kit that was not able to remove the value. I called Eastwood to get a refund and was hung up on twice. Customer support is very rude.
We have received and addressed Tory's review. We have done everything we can to make things right. We went ahead and provided a refund for the product. I apologize if that was the impression that was given. We have done our very best to make things right by Tory. Please be sure to let us know if we can assist with any additional questions. Thank you and have a nice day
Each time I have had to call customer service I have gotten someone rude, to the point & just all around un-welcoming! As far as your products them seem to be exactly what I want and need but your customer service is very lacking! For a company of this stature you would think customer service would be top notch but I have been disappointed each time I have called!
Hello Todd,
Thank you for contacting us and providing us with this feedback. All of our calls are recorded for quality control and training purposes. If you could please provide us with the phone number you would have called in from, via a private message, we would be more then happy to look into this and see if some additional training is required. We apologize for the poor customer service experience you have received thus far and hope that we can make this right for you in the future. Please let us know if there is anything we can do to restore your faith in Eastwood.
Thank you and have a nice day
Purchased their single voltage powder coat gun.
Used once, couldn't get the coating to stick
Turns out the high voltage module wasn't working. Called for support, won't sell me the parts or replace the product. JUNK
Haven't even got product yet and it shipped immediately from when I ordered a week ago. Would love to return the product already so I don't give this company business but from the sounds of things they would make it near impossible. Don't order from them, save yourself some time and frustrating days waiting and there is no easy way of returning a item. Your stuck with it from their lack customer service and respect for customers.
Hello Frank,
Thank you for your honest feedback. I believe I have located your order for the item 50347. This order was shipped out on 4/15/2019, the day after the order was placed on our website. The shipping method that was chosen was FedEx-SmartPost. This shipping method involves the order shipping out FedEx and then changing hands to USPS. We quote about 8-10 business days for a SmartPost delivery. Your orders tracking has a delivery date to USPS of 4/22. Your tracking number was emailed to on 4/15 at 3:15 pm to the email address that we have on file. You will be able to track your orders progress on FedEx up until the 22nd, after which you will have to track the progress on the USPS website. For faster shipping on your next order, we recommend FedEx Ground or Home. We quote 4-8 business days for those methods and the shipper does not change. In regards to a return, your items carry a 90-day return warranty. If you would like to ship the items back after you have received them we would be happy to provide you with a full refund of the cost of the product. Please feel free to contact us directly at [email protected]. I hope this has cleared up any and all confusion. I apologize for the inconvenience this has caused you.
Thank you and have a nice day
Purchased noncontact infrared thermometer lasted just over a year should have purchased cheaper one from Harbor freight and probably would've lasted longer I should have read the reviews before purchasing anything from this company
Hello Gary,
I have messaged with you directly and have not received a response yet. Thank you for contacting back with your order number. However, as stated in my message this item is 5 months outside of it's stated one year warranty. I have offered you a discount on a new thermometer or your next order. Please let me know if you would like me to send you the promotion, as you have not responded back to the private message.
Thank you and have a nice day.
Purchased a product and an accessory kit. Accessory kit arrived but the paint gun did not. They originally said it was on backorder and then canceled the order. Tried to get them to make it right, but now no contact. Now I am stuck with an accessory kit I can't use. I purchased from them years ago without issues, but now I would not recommend making any purchases from Eastwood. It's not worth the hassle.
Hello Dave,
I have attempted to message you directly regarding this issue. I would like to get to the bottom of what happened and work on making this right for you. If you could please respond to my message with some of your order information I can continue to look into this matter.
Thank you and have a nice day
Tim P.:
This might help you clean up poor reviews, but you have not addressed my issues with Eastwood. Be specific. How have you addressed my issues?
I was in sales. I listened. I acknowledged problems and demonstrated to customers how we fixed problems. So, show me and I'll write a new review. Prove it. What has Eastwood done? You sent me another bag of medium in a box that was just larger than the bag, and it was in good shape. There's a start.
What have you done for the blast cabinet? I double-dog, no, I triple-dog dare you to follow-up, because right now, your tongue is stuck to the pole and all the unhappy customers are watching...
Hello David,
I have reviewed all of your interactions with our Customer Solutions Department. You spoke to one of our specialists regarding this issue. We had a replacement blaster sent out to you before the originally purchased blaster was returned to assist with the lack of shipping material. When the new blaster arrived with a dent a second replacement was offered. This second replacement was declined. At this time we offered $25.00 refund or a free bag of blast media shipped for free. I know that unfortunately that bag of media did not make it through shipment and we promptly replaced this with our deepest apologies regarding the delays. We also sent an additional discount for $25.00 of your next order $250.00. This discount was sent to you by the Manager of Solutions Center via email. The email also detailed an apology for this situation and for the fact that you were given the impression that this was nothing more than a hassle for us. It continued to explain why the specialist you spoke with said that he was passing this up to his supervisor. He wanted to assure you that he was taking your situation seriously and putting the feedback into the hands of people that could report it to the correct department and get it addressed/corrected. I apologize if this was not made clear in either of our communications. You also requested a call back to give additional feedback regarding our company’s customer service. The Manager of the Solution Center was out ill for a short while after this. However, one of our specialists did contact you to make you aware of this. Upon her return, she has attempted to call you twice. She was not able to get through to you nor was there a responding voicemail left for her detailing a call back from you. At this time Eastwood has offered to replace your blast cabinet twice, sent you a free bag of blast media, sent an additional discount for the inconvenience of shipping damages, and made multiple attempts to contact you via phone per your request. I apologize if none of this is meeting your standard of customer service. We do our very best to assist our customers every step of the way and do everything we can to make these situations right. Please let me know what else I can do to assist you regarding this matter.
I ordered a blast cabinet that arrived damaged. After much coaxing, including a request by Eastwood for me to find a box big enough to pack it back up for return (the original was taken apart in unpacking), a replacement was sent. The replacement cabinet was damaged as well, only a minor dent. Eastwood's response: I'll bring this problem to the attention of the shipping department.
Still usable, I asked them to make it right. I was offered $25 or a bag of medium in exchange for 2nd damaged cabinet. I accepted a bag of medium to make up for the damage. I figured a 3rd cabinet might be worse? Now I have spent my time and effort repackaging and returning the 1st damaged cabinet. $5 of tape, etc.
The blast medium came in a damaged box with the plastic and paper bag split open and 25% of the material in the box and in the back of my truck. Eastwood's response? I'll let my supervisor know...
Terrible response and little evidence of the desire to make the customer happy. No acknowledgement that this is not just a hassle, but includes lost time and effort for the customer, even in the face of self-inflicted mistakes by Eastwood. In my mind, this is obviously an ongoing problem. 3 for 3!
Eastwood has good tools and great tech support, but the shipping damage issue and poor response is going to make me search elsewhere.
Placed a order for paint back on November 6 paint was backordered no big deal they told me They would have it in on the 13th of November I called the 20th and was told it was being tested by there quality department now 7 weeks later there shipping the activator and reducer but no paint I feel ive been lied too. I'm returning there products and will never buy from them again
We have reviewed Dan’s order and we did fail on his order. We have offered our apologies to him and have tried to make it right. His back ordered paint did come in a little later than anticipated but failed our Quality Control Manager’s testing. Shortly thereafter, we made the decision to ship every available product out that was being held awaiting back orders since we did not know which items might be gifts and we wanted to make sure gifts would arrive in time for Christmas. In our haste, we neglected to consider that there may be activators and reducers going out without the paints—it was a unfortunate mistake we made and we are very sorry. On the bright side, hundreds of gifts have arrived or are arriving on time! There were certainly no lies and no intent to mislead anyone whose paint was back ordered. In stock dates are always estimates and we hold our vendors accountable when they don’t meet them. It is an unfortunate outcome that the paint did not pass inspection.
I've ordered several items from Eastwood. The welder was backordered, along with 2 other items ordered at that time. Welder arrived 2 weeks later, and a good welder. 1 full month to get the additional equipment ordered.
Ordered a paintless dent puller, and called the following day to confirm the order. Was told they were out, and it was backordered again. Representative states it wood be in at the end of the week, then sent. Waited till the following week, and contacted them again. This representative stated it won't be in for 2 more weeks. Can have the item from Amazon in 2 days.
If you want to wait forever, use Eastwood. If you need it sooner, find some place else. Other places may be cheaper also!
Hello Mark,
Thank you for your honest review. I apologize for the delay caused by the backorder status of some of the items in your order. We do our best to prewarn our customers of all backorder delays at the time of purchase. All estimated restocking dates can be found under the items description in your shopping cart at the time of purchase. Our backorder dates are subject to change by the vendor. We do our best to ensure that we are fully stocked for our customers. However, things like shipping delays and quality test results may cause an increase in estimated restock time. We also have some of the most competitive pricing in the industry. If you could please provide me with your order number I would be more than happy to look into this situation and do whatever we can to make this right for you. Please feel free to contact us at [email protected], referencing "sitejabber review" in the subject line.
Again thank you so much for your review and I apologize for the delay in your order.
Eastwood is really drawing straws. Why would I want a gift card for a company that sales crap equipment? If they really wanted to Reagan customers and have good reviews they would not sale Junk! I am gonna try and take a loss on this supposed new welder and sale it so I can buy a Miller or some brand that isn't junk...
We did everything to address this gentleman’s concern. Here at Eastwood we stand behind our products and will continue to do so. We offer a 90 day satisfaction guarantee. Within the first 90 days you may contact us for a replacement or a refund for any reason. After the 90 days the welders still have a 3 year warranty. If within those 3 years anything should malfunction on your welder we will replace the welder for you without question. With all welders we do ask that you allow our tech department to assist you in diagnosing the problem. If it can be fixed with parts we will provide those parts to you. Unfortunately his welder requires a replacement. We offered this replacement to him and have since sent him the email label to send the original back at no cost. While this welder is outside of the 90 day satisfaction guarantee and is not eligible for a refund, we did offer him an Eastwood gift card for the full cost of his welder. He did not find this option appealing and requested the replacement.
As stated previously we have sent out the email label and will be releasing his replacement as soon as we see the welder is in our carrier’s hands.
We have done everything in our power to make this right for him.
Please let me know if we can assist with anything else.
Thank you and have a nice day
The tools and customer service at this company are complete garbage! They like to play stupid when its time to replace their crappy tools. Ill never buy from these clowns or recommend this company to anyone except the BBB
Hello Steven,
Thank you for your feedback. We apologize for the frustration you have experienced with your order. We strive for 100% customer satisfaction. We appreciate it when our customers let us know if we've dropped the ball. At this time I believe your account and order has been rectified. Your replacement tracking was emailed to you as well as the invoice for the refund of your original shipping. If you have found these adequate solutions please feel free to revisit your review and let everyone know how we did our best to make it right.
Thank you and have a nice day.
Over two months ago, I ordered a hot stapler system online from Eastwood. Figured it was an American company and should be a good product... WRONG! It showed up in a few weeks and did not work right out of the box, called customer service or as I call it now, no customer service and arranged to have it returned as there was no one to advise trouble shooting, the lady said they hadnt had any issues in awhile with these. I ordered another one as Im trying to restore a tour pak on my 1990 Harley. Well, its been over two months, still no new stapler even though Ive paid for it and no credit back from the first piece of junk they sent me. Ive called 4 times, get the same answer every time, we started a file on your order the shipment was held at customs, blah, blah blah. One of the ladies got very rude with me which didnt make it any better. Now Im forced to call my credit card company and try to take further action through them, this is by far the worst experience Ive ever had ordering online, I dont know how this company stays in business after reading other reviews. Very disappointed with this company and their products and customer service.
We are happy to report that we have taken good care of Ray. We've had some real issues with Canada Customs over the last few months but we got them resolved last Friday and we are now able to provide better service to our Canadian customers than we ever have! As for the hot stapler above, it is a very dependable product with few reported issues, but like any other product, there are from time to time, units that just don't work. While his project way delayed, for which we are very sorry, Ray reports that his new unit is working very well!
I just recently placed my first and last order with Eastwood. I'm trying to start my own body and paint shop and got my first customer. Yay! Right?... Nope. Lost it because of eastwood. My order was placed on hold. Wasn't called emailed to be informed why, how long it would take or my options at that point so the customer was sick of waiting so they took their 69 mustang and split. Eastwood was very fast about taking my $422.14 but cant conmunicate, very bad business in my opinion. Eastwood has cost me this job and even more so cost me money. Do you think I can get an answer from the very rude customer service? Nope again. It would take some major $#*! kissing for me to even think about ordering from them again
On May 9th I posted a review outlining issues I had with an order I placed with Eastwood. Today, I received a response from Tim (Eastwood rep) he was very apologetic about the issues I had been experiencing and took action right away. He and the customer solutions team immediately 'made it right' for me. I can now say that my order has been shipped (they sent me the tracking number) and I am a very happy and satisfied customer. Not many companies would make it right, but Eastwood did. Kudos to Tim P. And the customer solutions team- you have proven that you do care about customer satisfaction and therefore my overall rating is now 5 stars!
The worst ever service I had never again deal with this company after I receive a bench grinding order from this company and start to put all parts saw that the brush wheel was to wide for this machine 5/8 and it call for3/4 first mistake then I call to report the problem it took me 4 hours and Iam stilling wait for an answer this is ridicules
We have worked with Luis on this issue. As it turns out, the product that was ordered ships directly from the manufacturer. Working with the vendor, we discovered that the wrong item was sent to Luis. The situation has been corrected and we are very sorry that this issue occurred.
Worst customer service, have been strung along and lied to now for four months. Was told it was going to arrive last month and customer service rep says, if your not happy I'll just cancel your order. I have asked to speak to a manager and was told that they would call me, and never got a call back.
They obviously do not care about customers or what they think.
Jack H ordered a product that has been in very high demand and production has been slower than expected. Unfortunately, in this case the dates changed for delivery because we had already sold through the next shipment before his order was placed—this pushed his expected delivery date out by a full month. His order is at the very top of the list that arrived today and he will get his unit soon.
After purchasing a 250 mig welder and cart, the very next day free shipping was offered on the exact same items that I bought.
I called Eastwood to request reimbursement for the shipping and was told "no".
After some going back and forth, Eastwood did go ahead and reimburse me on the shipping, corrected to my satisfaction.
They gave me a full refund on the shipping, as well as a code for discount on any future purchase.
This was all I was looking for to begin with, and I am glad they came around as they should have.
If this free shipping had come up 2 weeks or further out after I purchased, that would have been no problem, as that's just how things go, but with a one day difference, was unacceptable.
Again, I am pleased with how Eastwood remedied this to my satisfaction.
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!
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.
They have VERY VERY BAD Customer Service, They do not LISTEN, and TALK DOWN to the CUSTOMER. When they would not listen or work with me I had the shipment re -routed back to them. They got angry and charged me for shipping. This is CREDIT CARD FRAUD, The item was never received Their POOR LOGISTICS is not my problem! I'm filing a FRAUD COMPLAINT WITH MY CC Company. THEY DON'T CARE!
As explained to gentleman, shipping charges are not refundable (as stat.ed in our policy document on the website where his order was placed) when there is no problem with the product or delivery. It would be his responsibility to return the merchandise, but he re-routed it. We paid for the return shipping cost and only charged him for the outgoing shipping cost. The merchandise was to arrive within our guidelines. The total cost of shipping both ways was split with Eastwood paying 2/3 and customer paying 1/3. There is no fraudulent transaction here.
From the business
Tools for Doing the Job Right
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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Thank you for your feedback Kenneth, we do appreciate you bringing this to our attention and would like to apologize for the wrong first impression. We have reached out via private message on 7/29/19 to make things right but we have not heard back at this point. We would like to make this right, please reach out to us at your earliest convenience and request to speak with Kellie, she is one of our supervisors here. We hope to hear from you soon.