Complaints

This profile includes complaints for Harbor Freight Tools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Harbor Freight Tools

  22912 Victory Blvd Woodland Hills, CA 91367-1634

• 

  Harbor Freight Tools

  440 Middletown Warwick Rd Middletown, DE 19709-9192

• 

  Harbor Freight Tools

  851 Eisenhower Boulevard Harrisburg, PA 17111

• 

  Harbor Freight Tools

  441Market Street Saddle Brook, NJ 07663

• 

  Harbor Freight Tools

  639 Clairton Blvd Pleasant Hills, PA 15236

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday January 27, ****, I purchased, in store, a wheeled, folding cart for $37.99+ ** sales tax. After opening the box at home the next day to put it together, there were obvious defects; both primary handles that attach to the ************* were completely rusted internally and externally. I returned the entire product, in the original packaging and was issued a receipt indicating a return for the paid amount. To process this return, the cashier insisted on my producing ID ( I showed her my drivers license). They insisted on a copy of my license for this return to my debit card. To date, no refund has been issued to USAA ******************** for this return. Most all returns I make from any merchant are demonstrated immediately in my bank account. This process is unusual (copy of drivers license) and Id like to know where my refund is..

  Business Response

  Date: 02/12/2024

  Thank you for contacting Harbor Freight Tools. 
  
  We are sorry to hear that the return was not processed to our customers satisfaction, Proof of purchase is required for all returns and exchanges However, a valid government-issued photo ID and/or other identifying information must be presented at the time of any return, and a copy may be recorded and retained.
  
  More information on our return policy can be found on our website or by clicking the link below:
  
  ****************************************************************************
                                                                                                                                                                                                                                                                                                                                           In order to assist our customer and ensure that they have received their refund, we need more information. Please provide the return Invoice Number/Retail Sales Ticket Number, date of purchase, and store number.
                                                                                                                                                                                                                                                                                                                                           Thank you for bringing this to our attention. We value your business and look forward to serving you again soon.

  Customer Answer

  Date: 02/16/2024

   
  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.
  
  Sincerely,
  
  C ******

• Initial Complaint

  Date:01/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Below is part of the letter I sent to them explaining my complaint. Misleading Ads. Harbor Freight was sued and lost back in 2016 for a similar issue, and yet the practice of deceiving your members goes on. The last ad of 40% shows in BOLD PRINT 40% OFF and next to it in bold yellow print Valid In-Store and In Stock items which is extremely misleading. Then there is the small print that has the * explanation, but this too is misleading. The statement Valid in-store and on in-stock items is outright confusing and contradicts the prior bold print. A consumer almost has consult with an attorney to understand your ads. Before I move on to the BBB, social media, regional news centers and seek legal advice, I would like someone to clarify this ad in writing and provide a reason why I am not *********** 40% off valid in-store and in-stock items which is shown in bold print "without an asterisk". Also, why are items listed on sale or reduced for ITC members, and not one in the store the 1st day? Your ads costs me time & expense!

• Initial Complaint

  Date:01/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today on 1/26/24 entered the Harbor Freight store located on ************************************************************************ store number *****. Was shopping for **** stands picked up model number ***** 6T heavy duty **** stands price marked for ***** according to the tag where the **** stand section was in this store various colors all priced as ***** I picked up the orange color and brought the item to the cashier to cash out. The cashier seemed to be more interested in staring at the screen of his phone and rang up the product with some prompting on my behalf. The item rang up as ***** plus tax so the cashier on register three at 5:01:48 pm is the time stamped on my receipt. I said to the cashier that the price tag says ***** so how could the tax be well over *****.? He said condescending "blue stickers those are the rules bro" I said blue stickers? where and what are you saying? I walked over to the area where the **** stands were located with another associate and she proceeded to tell me that it's not at all marked correctly and it should have a blue stickers like this as she showed me two slots over where there was no product on the shelf at all that this is how it should be marked. I said to her that I got the item from here with all the other orange **** stands and they are clearly marked as *****. Then I go back to the cashier who was still staring into his phone screen and says ***** and proceeded to have a conversation with the associate that I looked at the shelf and product and proce tag and **** stands together with that nothing in that area was marked properly... I was still charged the *****... and again I had to prompt the cashier to take my method of payment due to him staring into his phone and having a conversation with someone else who was standing kinda behind the cashier counter. The other associate offered to cash me out at her cashier due to this issue. I am seeking the difference in cost in return ***** was the price marked I paid ***** plus tax. ***** plus tax is *****. ***** minus ***** is ***** is the amount I am seeking in return due to ***** was not at all marked and how rude and unhelpful your associate cashier was and how he couldnt seem to be able to unglue his face from his phone and his entirely unprofessional attitude.

  Business Response

  Date: 02/20/2024

  In response to Mr. ****** current complaint, thank you for reaching out to Harbor Freight Tools, I appreciate the time you took to share your recent experience with us. I am sincerely sorry to hear about the inconvenience you faced with this situation. Providing a positive and hassle-free shopping experience for our customers is our top priority, and I regret that we fell short of your expectations on this occasion.                                                                                                                
  Your feedback is invaluable to us, and I want to assure you that we take your concerns seriously. I have documented the details you provided, and we will promptly forward this information to the relevant team.Identifying and addressing issues like the one you encountered is crucial for us to continuously improve our store experience.                                                                                                                                                                                                                                           
  In regard to the pricing concerns noted Harbor Freight Tools offers an ***************** membership.  The ***************** membership gives you exclusive offers on hundreds of items every month, as well as early access to and bonuses on event sales. You can always view everything that is currently on promotion via the Member-Only Deals page, or items in store marked with an orange tag.
  
  If you purchased any items that had exclusive membership pricing and did not get the relevant discounts, please return them to the store so they can make the necessary price adjustments.
  I understand the importance of friendly and helpful service. Please accept my sincere apologies for any frustration or inconvenience this may have caused you.                                                                                                                                  
  Once again, I appreciate your feedback and your patience as we work to address this matter. Thank you for allowing us to improve, and I hope we can regain your trust in the future.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a product on the companys website on 1/6, with the website stating the product would arrive in 5-7 days. Today, it is 1/20 and the product has not arrived, nor is there an estimated delivery date. I contacted Harbor Freights customer service, and there was no further clarification nor acknowledgement of this issue. I am losing confidence that the product will arrive at all and feel that I have been swindled.

  Business Response

  Date: 01/31/2024

  With respect to ********************************* concerns referenced in this complaint, we have contacted the customer directly and taken care of his concerns.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4x8 trailer kit from Harbor Freight on November 5, 2023. I had to make an additional return trip in November to pick up the title. December 2, 2023 I returned to the store to have a Haulmaster coupon redeemed for my purchase. This created a new sales timeline. The kit was still in my car, the transaction was done on paper. Finding someone to assemble the kit came to fruition on December 15th.I had a shock when I arrived to pick up what was a 3x4? Trailer? I had to pay these people as they completed the work order-assemble the trailer kit provided.Same day, I called the ******** store and the manager, ***, at the time, said-oh I hate it when that happens.I asked what to do-help me, and he said he couldnt do anything at the store level. My responsibility was to get the assembled trailer back to the store and get an unassembled one in return. I called corporate and they said they could only manage online orders, However I could elevate a store complaint to the district manager-******** filed a complaint and was told I would get a response in 3-5 business days.Seven business days went by, I called the ******** store to find the manager had disappeared. Enter the interim manager, ***. What a champion to take over the mess of daily business operations at Harbor Freight on top of the holiday season. She said she couldnt do anything and I needed to wait for ***, the district manager. Again. The only one responsible? The only one who can make decisions? Not even corporate,? only the illusive-***, classic strategy.December 23rd, I returned the assembled goof trailer, goof title and the receipt for assembly. I was told another manager from ****** would be on location starting January 8th.January 15th I called corporate again and was directed to the trailer/special projects group. I received an email with directions that I need to perform to rectify the title portion of this failure.Of course I am able to perform, once again a new task made my responsibility.It is now January 17th and I have not been contacted from anyone at Harbor Freight-ever. Harbor Freight has made it my responsibility to manage and rectify the-what is now a time consuming costly error.Now, other than wasted time, mounting angst, the significant issue is my financial loss specifically and only as a result of Harbor Freight. The warehouse supervisor, loading associate, manager (created the wrong title while the original sales receipt attached to the title envelope-wrong title pulled and affixed by an associate). They all handled an incorrect transaction and none of them looked at the sales slip or the actual physical product and noticed the management error. Too many Harbor Freight people were party to this error to draw any other conclusion other than full liability on Harbor Freight.I am kindly asking for store credit for the cost of assembly, however, as detailed in the table, should this become a civil matter, it will be monetary compensation beginning estimate as follows:Please note, restitution of $253.53 store credit is required by February 2, 2024. This would mark compliance within the 90 day period Harbor Freight stipulates in the return policy, and should it be necessary provide me additional 30 of 90 days to gain resolution.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a portable compressor from Harbor Freight Tools and was asked if I would like to purchase an extended warrantee. I have never purchased extended warrantees for any product because I have always considered the warrantee that comes from the manufacturer is adequate, which is usually between 2-3 years at other businesses. However, I just found out that all the products sold at Harbor Freight Tools are manufactured by them. Therefore there is no warrantee except for 90 days. This is misleading, every other business I have bought tools and products from have manufacturer's warrantees but with Harbor Freight it is 90 days unless you purchase a warrantee.

  Business Response

  Date: 02/05/2024

  
  We apologize for the inconvenience you have experienced with us. We want to thank you for taking the time to share your concerns with us.
  
  Your feedback is invaluable as it helps us continue making improvements to our products, services, and overall shopping experience. We will forward this information to the appropriate department for visibility.
  
   Harbor Freight Tools makes every effort to assure that its products meet high quality and durability standards and warrants to the original purchaser that this product is free from defects in materials and workmanship for the period of 90 days beginning on the date of purchase or order.
  
  The warranty information on our products can be found our website: ****************************************************************************** and the detailed warranty information for the specific product can be found on the owners manual.
  
  Our **************** Protection plans provide 1 and 2 years of product protection on eligible products. These plans can be purchased in-store or online at checkout. For in-store orders ONLY, **************** Protection plans can be purchased within 30 days of the eligible product's purchase date.  
  
  Once again, thank you for taking the time to contact us.
  
  Kind regards,

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a submersible pump from Harbor Freight. They sent me the wrong item (A ratchet driver) When I contacted them they want me to go to ***** and send the item back. They won't send me the pump until I go to ***** and mail the item back. I'm aggravated because it's not my problem they sent the wrong item. All I want is for them to send me the pump and then I will return their Giant Ratchet.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The location is online, I just picked ******** cause I had no choice. My GF has ordered me a $50 spotlight through the app. Paid an extra $7 shipping for 5 to 7 day shipping. On December 29th. It is now January 10th. I do not have my spot light. I've contacted them through the app 2 times now and haven't even received a response what's so ever. I'm also a paid member. So I figured that would help, but apparently not. I'd like to get the shipping money back to my girlfriend at the very least if they will send the spot light. But if not then they need to give all her money back and the money for my membership because it's less than a month since I opened the account. If I don't get anything back I'm going to press charges on ******************* the owner for stealing.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ordered and paid in full for a 56 slate gray tool box from harbor freight on 12/16/2023. She was told it would take a couple weeks for delivery at the time of purchase. I retuned to the store on 12/27/23 I was told to wait for an email from the sales department to confirm the box has arrived at the store for pick up. My wife called customer service on Jan ********. And was told the ordered box is not available till May ****. I just spoke with ********************* at the store yesterday and was told that they would refund me the purchase item and to wait till its available. I just want the tool box I ordered. A 56 slate gray us general tool box.

  Business Response

  Date: 02/07/2024

  Thank you for contacting Harbor Freight Tools.  
  
  I apologize for the inconvenience you have experienced with us. What you described is not what we want for our customers.Our goal is to provide friendly and helpful service every day. I am forwarding your feedback to our store leadership team. Our team will contact you with any further information.  
  
  Thank you for bringing this to our attention. We value your business and look forward to serving you again soon.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a gas power 1 man auger on 1/5/24 from harbor freight store # ***** for ******. Once i got it home i put it together and went to use it the next day and it wouldnt dig more than 6 to 8 inches in the ground. We tried several holes since we needed 16 spots done and it did the same thing in each spot. Got video of it. Went to return on 1/9/24 since didnt work and harbor wants to charge a 20% restock fee for defective item. I shouldnt have to pay a restock fee for a defective item. I should get a full refund.

  Business Response

  Date: 02/07/2024

  Thank you for contacting Harbor Freight Tools.
  
  A restocking fee is a charge aimed at covering the costs associated with processing returns, including inspection, repackaging, and updating inventory. We believe in transparency, and we want to ensure you understand how this fee works.
  
  However, we also want to highlight that the restocking fee can be waived in certain scenarios. If you choose to exchange the item for a different one, replace it under warranty, or if the product remains unopened,the restocking can be waived.
  
  All our items that are returned of this product category (meaning all items which can carry a re-stock fee) are sent to our asset recovery team in ********* where they test these products for errors or malfunctions. If our team there can adjust the product or finds the product is in working condition, they are shipped back out to stores and sold as an open box item.
  
  The restock fee is stated on the tags of the items on our sales floor, signage posted at the registers when you are paying which is a white text box and the re-stock is listed on the bottom right-hand side underneath our return policy, and it is printed on the bottom of your receipt whenever you purchase the item.
  
  Our goal is to make your shopping experience hassle-free,and we hope this information provides clarity. Should you have any questions or if there's anything else we can assist you with, please feel free to reach out to our customer service team.
  
  Please do not hesitate to contact us if you have any further questions or concerns. Thank you again for contacting Harbor Freight Tools.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21121252
  
  I am rejecting this response because:
  Defective items should have a restock fee. I showed the store manager a video of the item not working and he still refused to waive the restock fee. Im not going to buy another one and it be junk to. Im not paying $40+ to restock a defective item. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/21/2024

  With respect to Mr. ******* concerns referenced in this complaint; we have contacted the customer directly.  We hope we will have another chance and are confident the next experience with Harbor Freight Tools will be a much better one.