Reviewers frequently report problems with fulfilment and post‑sale service: delayed shipments, missing or damaged items, unexpected shipping charges, and difficult returns. A substantial portion of customers describe slow or unhelpful communication, though a few note prompt resolution from individual agents. If you consider buying, check stock and shipping terms carefully, document delivery and packaging, and retain payment records in case you need to dispute a charge. For high‑value orders, consider payment protections (card dispute) and confirm return policy details before purchasing.
Examples from available reviews (Aug 2022 – Feb 2026).
Part of my bundled guide rail was missing and support offered no resolution.
“their guide rail bundle arrived by Fed Ex with only (1) 55" guide rail.”
Preorder delayed, tracking stalled, and company ignored refund requests over months.
“I’m currently waiting for a chargeback dispute with PayPal since they won’t just refund the money or bother responding.”
Received high-quality tools at very low price with fast, well-packed shipping.
“toolnet.com give me the best quality tools for the best possible price”
Received damaged tote but customer service (Zack) promptly shipped a replacement.
“He was very professional, and very quick to ship a new one to me!”
Most reviews cite slow or failed fulfillment: delayed shipments, missing items, unexpected shipping charges and return handling problems.
Some reviewers praise low prices, but many report unexpected charges, partial refunds, or lost items that reduced perceived value.
Recurring site and ordering issues: orders marked processing for weeks, unclear tracking, weekend closures, and ineffective priority processing.
Reports of damaged, non‑functioning or incomplete products are common; some customers did receive replacements after contacting support.
Frequent reports of slow, contradictory, or unhelpful responses from support; a minority of reviews highlight individual staff resolving issues quickly.
Majority of reviews describe frustrating order and support experiences, while a smaller share describes smooth deliveries and effective problem resolution.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Reviews (20) · bbb.org (3) · Quotes shortened · As of: February 2026
They charged for out-of-stock items and failed to issue a refund.
“they billed me for it anyway”
Listing showed two pencils per set, but seller sent only one and refused remedy.
“each set includes only one pencil”
Received high-quality tools at very low price with fast, well-packed shipping.
“toolnet.com give me the best quality tools for the best possible price”
Attractive prices, but order stayed in 'processing' and shipped slowly.
“Day 32 and my order is still marked as "processing" on their website tracking feature.”
Part of my bundled guide rail was missing and support offered no resolution.
“their guide rail bundle arrived by Fed Ex with only (1) 55" guide rail.”
Received a supposedly new but defective hedge trimmer and returns were obstructed.
“Bought a "new" Dewalt hedge trimmer”
Festool orders arrived promptly and customer service resolved an issue.
“I have always received my orders promptly and undamaged.”
They charged for an item but did not send it and delayed refunds.
“They will charge you for an item they will never send”
Advertised free shipping but they charged shipping and offered poor support.
“Advetise free shipping, go through the order, and what a surprise. They charge shipping.”
Received a non-functioning vacuum, returned it, and got a partial refund.
“it was non functioning”
Reviewer reports service quality was terrible.
“Quality service is trash”
They failed to deliver sandpaper, allegedly causing loss of a $20,000 job.
“They caused us to lose a 20 thousand dollar job because they were liars.”
Order cancelled for third-party approval and staff were unhelpful and dismissive.
“I was treated like a criminal not a customer.”
Item marked shipped but never received, and support advised a bank dispute.
“told me to call my bank and dispute the charge.”
Reviewer says service is dishonest and slow, won't buy again.
“Dishonest and slow service”
Longtime customer frustrated by recent poor fulfillment and unhelpful customer service.
“they always have an excuse and typically contradict their own assertions.”
Site claims same-day shipping but orders remained processing and weekends closed.
“THEY ARE CLOSED ON THE WEEKENDS!”
Tried to return a vest within 30 days but company refused refund.
“The company said all sales were final”
No help resolving a battery rebate and experiencing vendor runaround.
“Still have not received any help from tool nut”
Order put on hold with no response despite inquiries, threatening cancellation and complaint.
“haven't heard anything back from them”
Preorder delayed, tracking stalled, and company ignored refund requests over months.
“I’m currently waiting for a chargeback dispute with PayPal since they won’t just refund the money or bother responding.”
Received damaged tote but customer service (Zack) promptly shipped a replacement.
“He was very professional, and very quick to ship a new one to me!”
Got a great deal on the desired tool.
“Great deal on the tool I wanted, perfect.”
Caleb responded quickly and was very accommodating.
“TOOL NUT ROCKS!!!”
Caleb is consistently quick and accommodating in customer service.
“LOVE this company, especially Caleb!!!”
Caleb resolved a damaged-item issue and secured a replacement quickly.
“Caleb went above and beyond his duties and resolved my issue”
Caleb canceled my order and issued a same-day refund enabling further purchases.
“I even got my refund the same day.”
Caleb arranged a return and refund quickly to allow a cheaper kit purchase.
“Caleb expeditiously arranged for me to return my original purchase and receive a refund”
Good prices, fast service, and understanding team.
“Super company with understanding team.”
Rhiannon resolved a promo oversight and provided good customer service.
“She took good care of me and made the situation great”
Did not receive half the order and company refused help, advising other recourse.
“They told me to take up this matter with Fed-Ex or my credit card company.”
Charger didn't work but couldn't be returned because package was opened.
“How would you know if it worked if you didn't open package?”
Email advertised combined sale and double points, but offers conflicted and ended early.
“they ended the sale on Milwaukee after 2 days.”
Shipping and return process were very slow and returns were costly.
“NO FREE RETURNS!SUPER SLOW SHIPPING”
ToolNut reliably stocks Dewalt and Milwaukee; Rhiannon resolved a minor issue promptly.
“the customer service from Rhiannon V. was fantastic!!”
Zach handled damaged shipment professionally and restored order to satisfaction.
“Zach from ToolNut got right back to us”
Rhiannon held and shipped the order on the requested date, shipments arrived as planned.
“The order was packaged well and arrived as planned.”
Rhiannon was extremely helpful with an order and provided excellent customer service.
“I found her to be extremely helpful.”
Jason coordinated with Makita to replace a damaged track and improved packaging.
“He contacted Makita to have them ship a replacement.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
The Tool Nut is an online tool retailer that sells power and hand tools, accessories and replacement parts to tradespeople and hobbyists. Consumers researching The Tool Nut typically want information about pricing, shipping, returns and customer support. This summary is intended to help prospective buyers evaluate reviews about order fulfilment, product condition, and post‑sale service.