I went into Eastwood today to order trim. I hadnt ordered from them before and after today I never will. I asked the guy on the floor a few questions and after a few one word responses without receiving any answers I left and went to Niagara regional doors where I received great service and they were happy to take my money. Based on these reviews, you guys could probably use a new customer, but it wont be me.
Purchased a gallon of 2 stage mailibu sunset metalic orange paint to paint new for my 66 Belvedere and went and arrived it's a peach color not Orange. If you go to the website and look at the paint it is my car in the picture on the website that was painted several years ago. Took the pain and my hood to the professional painter which has been a nightmare trying to get it to match up and when I called them to tell them that paint is way off I said they can't guarantee a color match because it is mixed by different people. Would not back up their product even though it says 100% guarantee. They lost a customer here. It is nowhere close my painter said it's off like seven shades. Did you ever use this paint and you need to replace the panel you're going to have a lot of trouble.
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...
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.
I purchased a plasma cutter from them quite awhile ago and then I got sick and was not able to use it. I got well and went to use it and all hell broke loose air was rushing inside and it was dead from there. They did send me a new valve and I tried to use it again and the same valve went out and my torch burned up. It seems like they buy the cheapest they can and talk you into quality! I guess they lost at least one customer. I trusted them, do not sell junk to real street Rodders!
Hello James,
Please reach out to our customer service team t 1800-343-9353 and we will be happy to troubleshoot with you to get your unit back up and running.
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
Placed my order on 5/9/22 with 7-10 day shipping. On day 11 I called to get a status update and the representative wanted to argue it was only day 9. It's now day 15 and I still don't have a shipping confirmation. I will never buy from them again.
Hello Justin, I do see that the paint gun you ordered ships direct from the manufacturer. Unfortunately it did not ship in the estimated 7-10 days. I do see that you requested this item be cancelled. It has been cancelled. We do apologize for the inconvenience.
I was very happy with Angie C. She was very helpful and understanding with explaining to me why my order was taking so long. Best customer service I have had in a long time. I will be ordering again soon. Thanks
Thank you Christina for the review, Glad that Angie made your Eastwood experience a great one!
I live in the neighboring state from this company. I ordered a product from them and here it is 13 days later and it still hasn't even shipped out yet. They made sure they got paid though. Stay away from this company. I'm beyond aggravated with them. Emailed them and they said that it had been released to the warehouse. Where in the universe is this warehouse?
Hello,
I apologize for the delayed response. We have been very busy due to the holiday season. There are a number of things that could cause a delay; backorders on items, FedEx shipping issues, or computer glitches. However, I would like to figure out what happened with your order and work on making this right for you. Please provide me with your order number.
Thank you
I ordered the foot pedal/abrasive gun and specified an address for delivery, my house. The FedEx tracking info showed it delivered to my residence with a signature for someone who never worked here. I searched through the building and couldn't find a package. Then FedEx sends a prompt showing the package out again for delivery with no specified address, this time it turns out to someone in San Francisco. Needless to say I never received any delivery and am out $116. I would have rated this 0 but had to list a 1 at minimum
Hello John S. I was not able to locate an order wit the information you provided. Please reach out to us at help@eastwood.com so we can assist you in getting that order located for you.
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.
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.
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.
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
Recently I was trying to place an order on line for the Opta Flow primer but was not able to complete m order do to system problems. I ended up calling the phone number for order placement. I spoke to Tanya K. And she spent quite a bit of time working through the issues with placing the order, but in the end we were able to place the order. I am always satisfied with Eastwood products. And with the companies customer service. Special thanks to Tanya.
Hello James, Tanya is amazing thank you for taking the item to shout her out for the amazing service.
Had ordered a blast cabinet and got only one box, they said I didnt order the other box.
Why on earth would I do that as it picks it for you at checkout.
I called they lied and said thats the way I ordered it, then I find out that half is back ordered.
Lying, Rude and unhelpful is all I can say about customer service, or lack of.
Hello Rob,
Thank you for submitting your feedback. If you could please provide me with your order number I would be more then happy to look into making this right for you.
Thank you
Still have never received the replacement part for the cart. The rep who's sooo concerned never did her job, just shined me on. Sounds like their normal operating procedure. 100 percent satisfaction guarantee. Not!
Hello Wesley,
I am sorry to hear about your experience with our customer service department. I can assure you that we strive to provide our customers with a world-class customer service experience. I did attempt to locate your emails and order based on your name and could not find them. If you would be able or willing to provide me with your order number I can research what took place with your order and make it right for you. These reviews and feedback help us coach our team and allows us to see where we dropped the ball, so thank you for taking the time to provide me with this review.
It would say one date, once it reaches that date of back in stock, the date switches to a later date. Asking for a refund is like pulling a tooth for them. It has to be "approved from the manager" even though it's been over a week since I asked for a refund for a product that wasn't even in stock to begin with. I recommend going elsewhere like Amazon.
Hey Mike, I do apologize we have been having issues getting some items in stock. I have cancelled your order and issued a refund to you. Please let us know if you need any further assistance.
I went to the Reno Nevada store looking for 2k dura spray paint in satin black the store had 20 cans of gloss black not 1 satin. The sales person said they can order it and I would have it Saturday (it did not come) on Wednesday I get a notice that a label had been created and the product was on the way. 5 days after the order was placed. Tried to cancel it and was advised that they could not cancel the order as I went to Summit Racing and got what I needed. This company sucks!
I ordered 2 items 1 arrived damaged, 1 never came. I contacted Eastwood on the day the damaged item arrived. Several calls and probably 25 emails later we are no closer to resolving this than we were on day 1. They keep telling me they're looking into in and someone will get back to me. This is not a complicated situation. Its been going on since Sept 27th and is now Oct 11th.
Hello Benny, Thank you for your review. I was not able to locate your order. If you still need assistance please email in to help@eastwood.com ATTN Kelley and I would be happy to assist you.
This is my third metal rolling cart from you, love them, if I was rich I would buy 3 more!
They are the highest quality and they are helping me organize. And I love the colors, happy
Colors. And the customer service rep helped me so much, very nice people. They are great.
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.
Overview
Eastwood has a rating of 2.4 stars from 168 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 346th 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 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.