Rapid Tools Reviews 2

I have had a very bad experience with this company (part of Rapid Tools). I placed an order of approx. £113 for a very important job expecting to take delivery as advertised within the coming week, nearly a weeks later i get an email from Matt A from the Chronos group that one of the three items that they advertised and sold me is no longer available, not being a very helpful guy and offering me no solution to the problem, i took ownership and suggested an alternative to him that was a few pounds more, this was kindly agreed by Matt next thing i know my paypal account had been refunded the whole amount, so over 2 weeks of waiting patiently i am now left without my order being fulfilled. Their customer service is appaling and certainly not what i would expect from a modern local business, you need to communicate more with your customers in a timely manner, at least try and deliver what you advertise on your website and on time as stated.

AVOID AVOID AVOID

This company is local to me (12 miles or so), I like to support local companies but after my experience with this one, I certainly wouldn't! Searched for item Draper 72072 on Google, came to this website item appeared to be in stock. Good job I didn't just rock up!

Decide to call to make sure that product was in stock, even though it clearly is on their website to purchase with no message stating otherwise; and the ability to add to cart (even days after enquiry). Told item was discontinued, questioned why it has a web page still with no mention of discontinued (maybe he'd misunderstood the product I was enquiring about). Customer service agent got salty, was spun a story of old google link, so suggested it should be updated to reflect that on Google. Shouts at me it has! When pointed out that I was on the page of their website and knew the difference as it was my profession he mumbles and puts the phone down on me. I wasn't rude, just puzzled as to why he was making so many excuses.

Seems their customer service or not as the case maybe, feels its acceptable to treat a potential buyer as an idiot or maybe it was because I was a woman?

Shame really, if he had just said, yes, it's been recently discontinued, and we are in the middle of updating the website, I would have been satisfied with that, and even open to a suggestion of possibly buying a new drill. So here's some advice: - Work on your phone manner because if your site isn't going to be accurate at least you can have a happy exchange that might make someone actually buy something from you. Oh and you might not find a product on your website via search, but google retains links to products that have not been removed or updated, and that is where "we as customers" search! Plus your site isn't GDPR compliant, might wanna sort that too!