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

  8884 Waltham Woods Rd Parkville, MD 21234

• 

  Harbor Freight Tools

  1775 Shelburne Rd South Burlington, VT 05403

• 

  Harbor Freight Tools

  124 Sycamore St Vestal, NY 13850-2061

• 

  Harbor Freight Tools

  6150 Donner Road Lockport, NY 14094

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:09/21/2023

  Type:Billing 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.

  My debit card was billed ***** + ***** for purchases in which I did not make any purchases. The first charge occurred on 09/06/2023. The second charge occurred on 09/16/2023. I do not and have not let anyone else use my account. Nor have I gave anyone the permission to use my account information.

  Business Response

  Date: 10/02/2023

  In response to Mr. ******************** current complaint, the charges are from the customers order #********* placed on our website 09/01/2023. The two items on the order, a 2 pack of ***** cloth bonnets sku ***** shipped 09/05/2023 and a 10 Amp 7 in Variable Speed Rotary Polisher Sander sku *****, shipped  09/15/2023. The two charges are from those two shipments, items are charged as they are shipped. We have confirmed on our side that the customer is aware of the order, the customer and his wife called us on 09/14/2023 to ask about the polisher/sander, it shipped the next day and was delivered on 09/19/2023. They confirmed they received sku ***** at the time of the call, they were worried that ***** had fallen on back order and wanted to pick up locally. If Mr *************************** has any further questions about his order, we recommend he contact us directly to our customer service.
   Thank you for providing this opportunity to respond.

  Customer Answer

  Date: 10/02/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:09/21/2023

  Type:Product 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 defective item and retry red it to the store. I got another item, and it too didnt work. I purchased the extended warranty but the store wont allow me to return or exchange the product claiming I have too many returns. They wont even refund me for the money I spent for the warranty.

  Business Response

  Date: 09/30/2023

  Thank you for contacting us. In response to **** Chestnuttsconcerns. In response to his concerns regarding their recent return, we maintain a database of consumer activity and other information collected in connection with a purchase or a return, which we use to authorize returns and may share with third parties.
  
  We verified the return noted on this complaint and it looks the customer was informed that the return processed on 08/23/2023 under transaction ***** was accepted however, a warning code was returned, and future returns or exchanges may not be accepted.  
  
  Those warnings are from The *************** which is a third party. Harbor Freight cannot override their decisions.
  
  As mentioned on the receipt Your Return Activity Report (RAR) may help our customers understand the reason for the decision and can obtain a copy by visiting:
  
  *********************************
  
  If they prefer, a customer service agent can be reached at ************** (Monday - Friday, 8am-5pm PST) or by writing to The *************** at P.O. Box *****,
  
  Please reference Verify Transaction ID: 17680547-160-HFT
  
  Thank you for bringing this to our attention. We value your business and look forward to serving you again soon.

• Initial Complaint

  Date:09/19/2023

  Type:Sales and Advertising 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 9/4 of this year i payed for a tool box that wasnt in stock at my local store with the impression of getting a call when store had stock of item After no response on 9/16 I stopped by store because I was in area and they had stock of item. I tried picking up item that I had already payed for and I could not because it didnt have my (name on it ). But I was kindly told that I could purchase this item !!! They could not cancel my item nor could they give me the item in stock. This to me is very bad business and customer service I payed for item site unseen yet they cant cancel my order the same way. Nor can they give me the item I payed for that was back in stock !! Since then all the local stores have this in stock and Im still on (back order they say ). I would like some help with this situation or to know if I need to pursue legal ways of stopping this transaction. One would think harbor freight would be an ethical company that had core values of customer appreciation. Apparently all they want to do is get your money tied up and sell sell sell

  Business Response

  Date: 09/30/2023

  Thank you for contacting Harbor Freight Tools.
  
  Im sorry to hear about this. We have received ******************** concerns and have been in contact with our customer. ****************** has confirmed that since reaching out to the Better Business Bureau he has been in contact with the store, and they have addressed his concerns.

  Once again, thank you for contacting us and please let us know if you need further assistance.
  
  

  
  

  Customer Answer

  Date: 10/03/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 would like to return both items and get my restocking item fee refunded. The item did not work and in order to replace it i had to pay a restocking fee which i was not aware of nor would i ever shop in a store that does not offer store credit/Returns. The manager was rude and did not offer any other options. I will never shop here again and i did post on the reviews how I was treated.

  Business Response

  Date: 09/30/2023

  Thank you for contacting Harbor Freight Tools.
  
  Thank you for reaching out to us regarding the re-stock fee on select items. We appreciate your feedback and understand your concern.
  
  At Harbor Freight Tools, we have implemented a re-stock fee of 20% on certain items as part of our policy which can be viewed by visiting our website at www.harborfreight.com/customer-service-return-exchange.html While we understand that you are not satisfied with this policy, we would like to inform you that there are two alternatives to avoid this fee.
  
  The first option is to exchange the item for a new product. The second option is to consider upgrading the item. By selecting an alternative item, the re-stock fee can be waived entirely. Our store associates will be more than happy to assist you with finding a suitable replacement.
  
  If you have any further questions or require assistance, please feel free to reach out to us at **************. We are here to help and ensure your satisfaction as our valued customer.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20619927
  
  I am rejecting this response because:
  The product very poor quality false ratings 4.1 on website and There was no comparable replacement i even asked for refund to be on gift card to use at later date. I could have easily spent the there on something else.  If I upgrade and it was poor quality you keep more of my money 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/13/2023

  Type:Delivery 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.

  Two weeks ago I ordered from Harbor Freight and my 3 rolls of tape still have NOT arrived AND YES THEY ARE IN STOCK! Unfortunately I had to order from YOU again today and ALL MY ITEMS BETTER BE TO ME BY THE 18 OF THIS MONTH, IF YOU S**** UP MY MOVE, I WILL HOLD YOU ACCOUNTABLE FOR ALL COSTS INCURRED, this is the worst order experience EVER!!!

• Initial Complaint

  Date:09/12/2023

  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.

  In March I purchased a 10x17 portable garage. I was talked into purchasing an extended warranty which I was told covers everything. I was told by ******** "If a storm comes through and blows it away and you have one scrap of fabric left bring back the damaged parts and they will replace it. A storm came through and ripped the thing into a mangled mess so I called the ****** store and they told me bring it back and we will replace it. Upon arrival I was told we don't have the product in stock you'll have to go to **********. Upon arrival at ********** I was told by ****: "I'm not replacing it how do I know you didn't give it to your uncle and are coming up here for another one for free?" I then asked for a refund on the "extended warranty" he said "No, we're not going to do that." So I called corporate. The lady at corporate said sure, no problem we will send you a form fill it out and we will refund you. So I filled out the form and got a reply back that it wasn't covered because she sent me a form for drills. I called back again and spoke to someone else that said they would mail me another one, wait for a confirmation number. Never received a confirmation number. Called back again and was told storms and high winds are specifically mentioned in the pamphlet that (I never received) are not covered under the extended warranty. I then asked for the $45.99 back that I paid for the extended warranty and was told that because its been over 90 days I cannot have a refund. How many other people have they done this to? They are specifically upcharging people knowing they will not cover their products. Harbor Freight does NOT stand behind their products or their loyal customers! I want the amount back I paid for the extended warranty that they refused to stand behind.

• Initial Complaint

  Date:09/12/2023

  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.

  Purchased a 44x22 double bank roller cabinet on 9-12-22 I was in contact with them in July 2023 and sent tech support pics of the rust on the side of the box which is cleaned and wax once a month the rust is so bad that it is the size of the top of a paint can and bubbled out bad this box is less than a year old and all I ask was just replace it so I can purchase the top box to this bottom box they said they could not help me other than a gift card I would rather you replace my box so I don't know if I can get someone to help me with this I know my company spends a lot of money with you all but with this response they will go elsewhere I would rather not but hopefully someone will respond to this because these boxes are not cheap and I work hard for my money.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 bought a generator to power my 23 trailer for the summer and I has broken like 4 times. I bout a second unit to not put the strain on just one unit with the last 30 days. My account was flagged for too many returns and I cannot get my money back for at least the last unit purchase which hasnt been more than 90 days. I made an attempt to explain to HarborFreight at the local ******* ********** store only to be told no. Im 70 years old and cannot keep throwing money away for products that just simply fail. I cannot keep a unit that doesnt work and they keep blaming me basically for the units failing. I want to get my money back and never return to that store ever again. Im simply asking for whats fair. I have tried to talked to local and customer service online only to be told to file a dispute which will take more than three weeks. Like I can be without power for that long. I cant afford to wait that long because they dont want to give me money money back for generators that keep failing. Please help as I sorely need the money to purchase another unit at a different store with better customer service. The returned denied transaction number is ************-HFT. Thank you.

  Business Response

  Date: 10/05/2023

  Dear *****,
  
  Thank you for contacting Harbor Freight Tools.
  
  I apologize for any inconvenience cause by our return policy. Our policy is designed to ensure a fair and consistent experience for all customers. The return policy is located on our website.  If you have any further questions regarding the policy, it can be viewed here: ****************************************************************************
  
  We maintain a database of consumer activity and other information collected in connection with a purchase or a return, which we use to authorize returns and may share with third parties that provide fraud prevention services.
  
  Once again, thank you for taking the time to contact us. Please let us know if you need further assistance.
  
  Best Regards,

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20585592
  
  I am rejecting this response because:that was not a response that just a statement of their return policy which is unacceptable. The generators kept failing and Im not going to keep something that doesnt work. Not just that, I purchase insurance for it too. Harbor Freight is not following their own policy. Why offer insurance if you are going to refuse to honor the returns because you think it was excessive? Dont sell bad quality equipment if you want to enforce the return policy of too many returns. I didnt ask for my money initially on the first returns and I did all I could to keep using the generators until I got tired of having them break and I wanted my money back to purchase somewhere else. Not just that you make it near impossible to get a refund by having a customer call a third party company called -The *************** which is a waste of time because they are only allowed to send you a RAR form to dispute the lock account and that has to be mail to them and will take 30 days to review? What am I going to do for 30 days with no gen in 115 degree weather? Horrible customer service you have. I will never buy anything there again and will make sure none of my friends and family do either.
  
  Sincerely,
  
  **** De La *****

• Initial Complaint

  Date:09/11/2023

  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.

  Order number *********. From the beginning Harbor Freight has been completely unprofessional. I never received an email confirming when the item was shipped like they claimed in my email when I placed the order. I checked the ***** status and saw ***** was the shipper and they provided me with the tracking number. Then I was able to track the package through ***** and it said arrival at the end of the day September 10th 2023. Today I contacted ***** because the item did not say out for delivery and they claimed that the shipper has somehow sent it to the ************* ************** and that I would have to take up the issue with Harbor Freight. I contacted Harbor Freight and one of the representatives claimed as though it was ***** and not Harbor Freight mistake. she put me on hold for 15 minutes and never came back to the phone. I am terribly confused as to what is going on and why being lied to and who the shipper is and why it was not with the initial carrier. Paloma a Harbor Freight supervisor today at 7:24 p.m. told me that on the 6th of return to send a request was put in by Harbor Freight even though she told me that they told me on the 6th that they could not put in a return to send a request. I don't believe a word they say I want my full refund if the item shows up it is not my problem I will not send anything back at all I will not be there to deny anything at all.

• Initial Complaint

  Date:09/11/2023

  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.

  Harbor freight has done everything they can to ignore my issue and minimize the terrible experience i went through when a pump sprayer I purchased from them blew up in my face. I had called them, emailed them, and physically went to the store in order to be heard. Even after countless times of me reaching out it was always extremely hard for me to get them to respond. I would go months and months without getting any answer. Based on how harbor freight handled this entire situation it is obvious that they truly do not care about the customers. I will not just forget and disappear like they would like me to. I will continue to push forward and tell everyone about how harbor freight treated me. I deserve a fair resolution just like any customer deserves. I will not give up.