ComplaintsforNorthern Tool and Equipment Company Inc

• Initial Complaint

  11/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I ordered a little giant ladder through Northern Tools. Two weeks ladder I receive a ladder I did not order. It took me three days to get a response on this issue. They send me instructions for a fed ex pickup. I spend a week placing this ladder on my porch and in my house waiting for pickup that never occurs. Come to find out, ***** attempted pickup before I received notification to place my item outside for pickup. I spend two weeks asking for resolution and I continue to get the run around from Northern Tools about a pickup and getting the correct ladder sent back to me. There is no accountability or help. They use random excuses like its someone elses job to process these items, but you cant talk to that person. Im starting to think Im being scammed. All I want is the item I ordered. Its taken me countless hours speaking to ***** and emailing the vendor and Northern Tools and still no resolution.

  Business response

  11/07/2024

  Dear Steph,

  We sincerely apologize for the inconvenience and frustration you have experienced with your recent order of the Little Giant Ladder. We understand how disappointing it must be to receive the incorrect item and then face delays and communication issues regarding its return and replacement.

  After reviewing your complaint, we immediately contacted the vendor to address the situation. They have confirmed that you may keep the ladder you received in error. Additionally, a new order is being processed, and the correct ladder will be shipped to you as soon as possible.

  We deeply regret the delays and miscommunications that have occurred, particularly with the ***** pickup. We are taking steps to ensure that such issues do not happen again in the future. Your feedback is invaluable to us, and we are committed to improving our processes to provide better service.

  If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your patience and understanding as we work to resolve this matter.
  Thank you for bringing this to our attention.
  

  Sincerely,
  
  

  ***** *******
  Customer Experience Supervisor
  ********************** Tool + Equipment

  Customer response

  11/07/2024

   I am rejecting this response because: the company has yet to reach out to me outside of this complaint. Every time I attempt to do so, I am provided with only excuses and no follow through. Ive spent countless hours trying to resolve this issue.

  This Case is not closed until I receive proper tracking information on the replacement item and its received.  Your word that the issue has been addressed, means very little without any type of proof on your part, like a tracking number and correspondence with the vendor from **************************** 

   

  
  

  Business response

  11/15/2024

  Dear Steph, 

  Thank you for your feedback. I understand your frustration and sincerely apologize for the inconvenience this situation has caused. I would like to assure you that we have been actively working to resolve this issue.

  After reviewing your case, I reached out to our vendor, ***************************, to obtain the necessary tracking information for the replacement item. They have provided the following ***** Tracking number: ************. According to ***** records, the replacement item was delivered on Tuesday, November 12th.
  

  I truly hope this resolves the matter to your satisfaction. Please dont hesitate to reach out if you have any further questions or concerns, and Im more than happy to assist you.
  

  Thank you again for your patience and understanding.
  

  Sincerely,
  

  ***** *******
  Customer Experience Supervisor
  ********************** Tool + Equipment

  Customer response

  11/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Northern Tool charged me for sale tax that should have been collected by the **************************************. Northern Tool will not refund me the tax so that it can be paid to the LA DMV. Nor will they pay LA *** the tax money collected. I am seeking a refund of the taxes from Northern Tool.

  Business response

  10/31/2024

  Dear ******,

  Thank you for reaching out to us regarding your recent experience. We apologize for any confusion concerning the sales tax charged on your purchase.

  After reviewing your case, our ************** has clarified that the trailer kit you purchased is classified as parts, which are subject to sales tax until fully assembled. Therefore, the tax was collected in compliance with state regulations.

  If you choose to license the trailer kit, we can provide a refund of the sales tax. To initiate this process, please email us a copy of the paid licensing receipt from the ************************************** at the email address provided below.

  Once we receive that documentation, a refund for the taxes, in the amount of $71.40, will be processed to the credit card you used to purchase the trailer kit. 

  We appreciate your understanding and are here to help with any further questions or assistance you may need.

  Best regards,
  

  ***** ******* | Customer Experience Supervisor
  ********************************************************** | **************

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aug 28th or 29th Purchased a portable generator:Powerhorse Portable Generator, 4500 Surge *****, 3600 Rated ***** Paid over $500 including taxes ---------------------I tried returning the generator as I no longer wanted it. I never ran the generator.Was told they don't accept returns on generators after area storms. Even if the box hasn't been opened they don't accept returns.This extremely strict return policy was never disclosed to me before or after the purchase. Had I known that I wouldn't have purchased it.

  Business response

  10/30/2024

  Dear ****,
  

  Thank you for reaching out to us through the Better Business Bureau. We appreciate the opportunity to address your concerns regarding the return of your Powerhorse Portable Generator.

  We understand your frustration about our return policy, especially during times of increased demand following area storms. Our policy is designed to ensure the safety and quality of our products. Unfortunately, once a generator has been filled with gas and oil, we can no longer sell it as a new unit. This policy is in place to protect both our customers and the integrity of the products we offer.

  Upon reviewing your case, our store manager indicated that we would be willing to inspect the generator. If our technician determines that the fluids can be safely drained and the unit can be resold, we are prepared to approve a return with a 15% restocking fee.

  We hope you found this resolution satisfactory, and we encourage you to contact the store directly to arrange for the inspection. Please let us know if you need any further assistance.
  Thank you for your understanding and for giving us the opportunity to resolve this matter.

  Sincerely,

  
  ***** *******
  Customer Experience Supervisor
  ********************** Tool + Equipment Company
  ************

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/25/2024 ********* purchased $828.78 ******************************************** this model as it was the last they had. Box unopened. Decided to return it as we want to purchase a whole home generator via Generac as it is a completely different set up. When I got to store a sign was at register stating it could not be returned. This was not disclosed when I purchased online. This is unused and unboxed... Northern Tool has no policy not to accept returns. I want to return for a refund.

  Business response

  10/11/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns. We understand how frustrating this situation is, especially in light of the recent hurricanes affecting our area.

  As noted, due to the impact of these storms, we implemented a policy regarding generator sales, which was clearly communicated through signage in our store and on your receipt. We strive to ensure that our customers are aware of our policies, particularly during emergencies.

  As we discussed on the phone, I encourage you to discuss this further with our store manager, **** *****, who is available to assist you with any questions or concerns you may have regarding your purchase. We value your feedback and hope to find a resolution that works for you.

  Thank you for your understanding.
  

  Sincerely,
  ***** *******
  Customer Service Supervisor

  ************

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday September 15th I bought a gas trimmer from Northern Tool. I bought it in good faith that it would be a piece of equipment I would own for a long time, and my receipt shows that I also purchased extra string, and fuel. The brand new trimmer worked for less than a minute before the string was tangled. The next morning I restrung the string, and the trimmer started. It ran for about a minute and it started to sputter. It had no power. It was not running like a brand new trimmer should. I brought it back to the store before noon on Monday the 16th. I was told by the clerk that they would look at it and determine my refund. even though the receipt clearly states 60 days. He said it would take 3 days to get back to me. They have my name, phone number, and e mail address. After not contacting me for five days I returned to the store. I talked to a man named *** Java. He claimed to be the store manager. He said they still haven't determined what to do. They have the trimmer. They have my money. And they have no interest in refunding anything. Furthermore, on Sunday when I purchased this trimmer one of the people working that evening told me that "nobody knows how to start these things, we've been getting the back all Summer, and there's nothing wrong with them". My question is, how many people bought this lemon just like me, and every time it gets returned. they blame the customer, and put it back on the shelf. Then they try to steer you towards a higher priced trimmer, or they try to charge a 15 percent re-stocking fee. My receipt is for $180.93. I should get all of that back, but at this point I would just like to have the $149.99 plus tax for the trimmer. I think it would be nice to see how many time that same trimmer was returned. I can assure you I was not the first owner of that so called brand new piece of equipment.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Tool was defective and I have too buy a part too correct it. Due to tool being non returnable.

  Business response

  09/23/2024

  Dear ****,
  Thank you for reaching out to us regarding the issue with your item. We sincerely apologize for the inconvenience this has caused you.
  We have contacted *********, and they are currently processing your replacement recoil assembly. The part will be sent directly to you at no charge. You should receive it shortly, and we hope it resolves the problem you experienced.
  If you have any further questions or need assistance, please don't hesitate to reach out. We appreciate your patience and understanding.
  Best regards,
  ***** *******
  Customer Experience Supervisor
  ********************** Tool + Equipment 
  ***********************

  Customer response

  09/25/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a new tool box from northern tool in Appleton wi 4/23/24 and it was missing the hardware set for the tool cart. I called northern tool they said that they would be able to send me replacement hardware in a couple of days the order was placed with jacks small engine which is owned by northern tool (order number ********** ) I havent received any parts yet I called jacks and was told they are not available for another 4 months so Im sitting here with a partly assembled tool cart and no parts to finish it. Was told that I cant return it because it is too late. I want my parts

  Business response

  08/23/2024

  Dear Valued Customer, 

  We are sorry to hear of the delays you have experienced with getting your parts for this toolbox. I have contacted ****'s Small Engines, and they confirmed that there was a delay in getting the parts you need from the Manufacturer. They indicated the part likely won't get to them until November. I reached out to the Appleton store and spoke to the manager **** about your situation. She has approved for you to come in and return the one that you have. She said she might have a display model that you can exchange it with, or she can refund you for the Toolbox so you can choose a different one if needed. **** will be giving you a call shortly to discuss options to make sure you get assistance in the best way possible.

  We apologize for all of the inconveniences you have experienced. 

  Regards, 

  *************************

  Customer response

  08/23/2024

   I am rejecting this response because:
  
  I talked to the store manager and she is going to take apart a box that they have in their store to get me the parts which is ok with me. But I feel that the company jacks treated me poorly the person that I talked with was really rude acted like it was my fault that the parts that I needed were not there and that I should just deal with it so I feel that this complaint should have a negative impact on their business.

  as far as the complaint the Appleton store will be supplying me with the parts 

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  company refuses to stop sending emails!!! I did like this company and shopped there but because they refuse by phone and email to stop sending tons of emails I no longer like this company and will not do business with them because they have no customer service and refuse to stop the emails.

  Business response

  07/09/2024

  Dear valued Customer, 

  We are sorry to hear that you are having troubles with being removed from our email mailing list. I have unsubscribed your email address and have changed the account you have ordered under to no longer send out promotional emails. Some of our emails are prescheduled so you might receive another email or two that are already pre-queued to send out, but after that should stop receiving them. In the event you are included on a different mailing list or under a different email address, there should be an unsubscribe link at the bottom of each of our emails that you can click on to get removed from the email list. 

  We apologize for any inconvenience. 

  *************************

  Customer response

  07/09/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Bought a Pressure washer with heater online on june 15, never received a n email about my order but printed out a sales receipt that said expected delivery june 21-june 28. A week later I called about my order since my card had not been charged and was told it had not shipped yet and my card would not be charged until it arrived at the store. Called on the 4th of july and was told it was still in shipping and may arrive in 2 weeks but checked my card before calling and they had ran my card. so went from 1 week to 2 weeks to possibly four weeks before delivery to their store. I wanted the order cancelled since they appear to be lost about it but was told they can't cancel or refund until it arrives at store. I could understand this if I had been the one that picked the delivery but NORTHERN picked how it was to be delivered. If they don't trust the delivery company why do they use them. There is NO REAson why I have to wait who knows how long to be refunded and I now am facing having to make a payment on my card and being cherged interest. They refuse to do anything about this except start a return AFTER the machine is at the store but that will be at their discretion since they own the shipping company. The company did offer a $25 credit for my troubles

  Business response

  07/11/2024

  Dear Valued Customer, 

  I apologize for the inconveniences you have experienced. 

  I made an exception and issued a full refund to your **************** card on 7/9. I have contacted the store with the Return Authorization information, so they can check it back in for return once it arrives at the retail store. The refund should be on your card within the next business day if it hasn't shown up on your account yet. We are sorry for the delay and hope this helps with your resolution. 

  Regards, 

   

  *************************

  Customer response

  07/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. Should have never reached this point.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is the second time I have had to file a complaint against this business. I again am stating that this business is collecting credit card information and NEVER contacting or fulfilling the online order. Furthermore I am accusing the company of shipping and selling my backorder. I have spent many hours trying to get my order, but as of today, July 4th, I have never received any communications from them. This is now my second complaint about this matter. I am now asking for a formal investigation into this matter. Where is my order? Why haven't I received any communications? This is completely unacceptable! I have been waiting months, filed two complaints and still have not heard anything from the company. Someone should be fired! I am needing them to supply me with a concrete mixer of equal or greater in size, that is available NOW. Can someone please explain what is happening and why no one has contacted me. Again, this is the second time I have had to file a Complaint.

  Business response

  07/09/2024

  Dear Valued Customer,

  We apologize for any inconvenience caused to you. There are laws about the amount of time we can keep an item on backorder, and we are required by law to send a notice and get verbal consent from customers if a backorder goes over 30 days. If we do not hear back from a customer within 60 days, then we are required by law to cancel the backorder. Here at Northern Tool & Equipment, we do not bill your credit card until your order processes to ship out, so at this time, nothing has been billed to your credit card. I will take this letter as your consent that you want to keep this order on backorder until it arrives at our warehouse and have flagged your order with your consent so that it will not cancel. You no longer need to call us about this.

  I apologize if we were not available when you did try to call. Our *************************** is open Monday - Friday, 7am - 8pm CST and Saturdays - Sundays, 8am-5pm CST.  It may have been that you were calling after hours if you were not able to get through to someone to assist you over the phone. 

  To clarify, we have marked the backordered item with your consent to keep it on back order and now it will not automatically cancel after 60 days. Your item is estimated to arrive into our warehouse around the last week of July from the vendor. Once received we will then process the charge of $162.36 to your Credit card. Once it is shipped out your item will be delivered to the Northern Tool Retail store in ******* TX for you to pick up. 

  Customer response

  07/09/2024

   I am rejecting this response because:
  
  I still DO NOT understand why I had to file two (2) Better Business Bureau complaints in order to get a response and that is unsatisfactory.  I NEVER received a call.  I have waited months and want a valid explanation.  My time is valuable and I was made to file two Better Business Bureau complaints, which took hours!  This has got to be the worst customer service I have ever received (and I'm 54 years old).  I want my complaints and this response to be published so that the public will know what a horrible experience I have had with this poor excuse for a company.

  Business response

  07/11/2024

  Dear Customer, 

  We apologize for the delay to your order. We receive this item from the vendor and apologize for any delays to the backorder. I assure you that we did not sell the product you had purchased. We ship orders out in the order they are received. We cannot guarantee backorder due dates as we are at the mercy of the vendors who provide products to us; however, we try to provide our customers with the best estimate for when they will arrive to us to ship out based on the information we receive from our vendors.

  I do see that you did submit your first complaint on 6/1/24 and I did respond to that complaint on 6/4/24 with the information that I had in regards to your order. The complaint was sent back to us as resolved. I am sorry if you did not receive the information from my response last month.  

  In looking at your order, it did arrive at our warehouse and processed for shipment on 7/3/24 and has arrived at your local store on 7/10/24. Our records indicate the retail store has contacted you and has confirmed that your order was picked up.  

  Please let us know if we can be of any further assistance. 

   

  Regards, 

   

  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩