Order marked delivered but never received, delivery photo did not match, support stopped responding
Posting this review to document a genuine order issue and how it was handled. My brother placed and paid for the order, and I have been helping him manage the follow up and documentation. Order details: Order number: MXT1155096 Order total: $595.99 Delivery address: Lawrence, Indiana (ZIP 46235) What happened: UPS tracking updated to “Delivered, Front Door” on December 22, 2025 (2:53 PM) and showed Indianapolis, Indiana. The package was not received at the delivery address in Lawrence. The proof of delivery photo shown by UPS does not match the residence it was supposed to be delivered to. We checked the property and immediate area and the package was not present. What we did: We contacted MaxTool the same day the delivery scan posted to report non delivery and to explain that the proof of delivery photo did not match the residence. We requested a basic resolution: either a replacement shipment with signature required or a full refund. Response from MaxTool: We received one response and then communication stopped. Multiple follow ups from both my brother and me went unanswered. As of today, there has been no refund, no replacement shipment, and no documentation provided that shows delivery to the actual address. Why this matters: I am not reviewing the product itself, because it was never received. I am reviewing the fulfillment and customer service process when a package is marked delivered but the recipient does not receive it and the delivery photo does not match. What MaxTool could do to fix this: Provide a refund promptly when the customer provides a credible non receipt claim and the delivery photo does not match the address. If you believe the package was delivered correctly, provide clear documentation that supports that conclusion (not just a generic “delivered” status). Respond to customers consistently instead of going silent after one message. Offer a reshipment option with signature required for higher value orders. I hope this helps other customers make an informed decision and encourages MaxTool to handle non delivery cases in a more responsive and transparent way.