Hardware and ToolsReviews 3,171

I ordered 4 cases of canning jars I could not find anywhere else. I called the company to ask if they had them in stock, they returned that call and told me they had over 70 cases. Which was good because I had placed my order an hour prior. Today they canceled my order stating that;
We are sorry but we have cancelled your HardwareAndTools.com order due to either unexpectedly high demand or a supplier's inability to replenish goods on their normal schedule. We delayed notifying you since the Product(s) appeared to be available when your order was placed. We have attempted to order them from alternate suppliers, but despite their commitments, have been unable to source them.

Wonder if they will be relisting them at a high price point in a few days. Or did they have them at all and lied? Either way not a company to be trusted.

Hardware and Tools Co. Is incapable of canceling an order, even it it won't ship for several days. They are using antiquated service and supply chain models that apparently involve physical delivery of paperwork to manage drop-ship.

I placed an order with this company on a Sunday evening. I hadn't received any communication with shipping details by Friday morning, and so I found an alternate source for my items that could be delivered that day. To cancel my order with Hardware and Tools Co, I had to fill out an online form with my order details, and then a person called me to inform me that my order "was sent to the warehouse yesterday and cannot be canceled" I asked them for shipping information and they said "The item won't be shipped until later today or Monday". I asked "If this item isn't packaged in a box with a shipping label on it, why can it not be canceled?" and I don't think I can quote this part because I don't fully understand the answer, but it sounded to me like they said "The paperwork for this item has already been sent to the warehouse, and by the time the cancellation paperwork gets there, the item will already be shipped". This is puzzling to me, because this is not how any online retail business has operated for at least 10-15 years.

Hardware and Tools Co. Is not serious about online retail. I recommend their executive management read "The Phoenix Project" by Gene Kim.

The shopping and delivery experience at hardwareandtools.com couldn't be easier and smoother. However -- and heads up, folks -- you will receive a post-transaction email sometime after you've received your order, and it has a link that asks if you received your order, yes or no. When you click on this link, you very quickly find out you've been trapped in one of those surveys that keeps exploding into more questions as you answer each question. I am posting this as a warning to folks shopping on hardwareandtools.com -- enjoy the great selection and absolutely patronize them, but do NOT click on any links in that "did you receive your order" email unless you are prepared for and expect an exploding survey.