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:08/22/2023

  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.

  On the 16th of August, I bought several items from my local Harbor Freight. I discovered after opening one of these items that it was defective and didn't work. On the 17th, I went back to the store and returned the unused item in its original packinging. After leaving the store, I realized that I was charged a restocking fee that I was not made aware of before or during the return. Finding a customer helpline for Harbour ********************** on the receipt, I called it and spoke to a representative who told me that Harbour Freight policy is to always charge a restocking fee for certain items and that the one I had purchased was one of them. I explained that I wasn't made aware of this during my return at the store and they told me that I could have been offered store credit or been offered to pay the difference to upgrade the item in the store. This had not happened. I asked for a refund of the restocking fee or store credit to the value of the restocking fee as I had not been informed of this fee and the item was defective and I could not have known this without opening it. The reply was a repeat of company policies. Refusing to answer any further questions the call was hung up by the helpline leaving me to wonder at the ethics of their business.

  Business Response

  Date: 08/28/2023

  Thank you for contacting Harbor Freight Tools.
  
  In response to Mr. ********** current complaint, this is listed on his receipt. Under the item being purchased it will state subject to restocking fee The Terms and conditions are listed on the back of the receipt as well.
  
  If you have any further questions regarding the policy, it can be viewed here: ******************************************************************************
  
  The policy states the conditions under which we waive the restocking fee:
  
  -             Item is unopened and in new condition
  -             Item is exchanged for an upgraded product in the same category
  -             Item is replaced under an **************** Plan
  -             Item is replaced under manufacturer warranty
  
  
  If none of those conditions are met,the return is subject to a 20% restocking fee. We apologize for any frustration or inconvenience this causes.
  
  We appreciate you taking the time to provide us with feedback. If you need further assistance, please let us know.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20487406
  
  I am rejecting this response because:

  None of these options were made known to me at the time of purchase, which is in violation of consumer protection laws in the state of *******. None of these options were made available to me upon the return. The return also consisted of a item that was sold in a damaged and nonfuntional state. According to Federal law you as a retailer are not allowed to charge a restocking fee on goods that were defective.There were also no signs in the store stating the policy which is also violation of law in ********. I still want my refund. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/17/2023

  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.

  I bought a boroscope, brought it home, put batteries in it didn't work put other batteries in it didn't work. Brought it back to the store. They couldn't get it to work. They didn't have another one to give me so they charged me 20% restocking fee on something that was broken and then when I called customer service they told me I should go to another store which is 60 mi away one way. So drive for 2 hours to get a another one or pay 20% so you guys can damage out a product with your supplier. Get your money back but I'm still out of my money

• Initial Complaint

  Date:08/15/2023

  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.

  Hello my name is *********************** (****** ** warehouse), recently I was wrongfully terminated from Harbor Freight and they would not allow me to *appeal* my job. I have called and emailed several times! I keep getting one excuse after another. Now I applied for unemployment and they gave me this c*** that I was terminated for; " Failure to comply with company policies is a discharge for cause in connection with the work under the ************** Code Section 41-35-120(2)(b). You were terminated for violating the employer's policy regarding Fork Lift Safety when you were observed sitting on C-Level racking with your fork lift equipment elevated in the air. An attempt was made to get additional information from you, however, you failed to respond to the request in the time frame allowed." I followed the rules and talked to the manager and filled out a paper for that incident and the boss said he would take care of it and that I was clear because it was not my fault! So what happened!?! No one wants to show proof of this! Something is NOT right here!

  Business Response

  Date: 08/30/2023

  Thank you for contacting Harbor Freight Tools.
  
  In response to ******************** current complaint, we will forward his complaint to the appropriate team for review. Please let us know if you have any additional questions. Thanks again for contacting Harbor Freight Tools.
  
  Thank you as well for providing this opportunity to respond.                                   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20465282
  
  I am rejecting this response because: I am still on the fence that I believe I was wrongfully terminated and set up because I had great work reviews and a pay raise and I should be *********** 1-2 weeks of unemployment. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  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 received a cover Pro 10x10 Pop Up Canopy as a gift for my birthday at the end of May. The person that bought this gift for me does not have the receipt any longer since it has been almost two and a half months since they bought it. I contacted Harbor Freight to see if I could exchange it because the metal framing is all bent can't see any damage on the outside of the bag or anything but on the inside it's bent customer service told me no receipt they won't do anything for me they won't refund it or exchange it. And that's all I want is to exchange it to have a properly working canopy but they refuse to exchange it without a receipt

  Business Response

  Date: 09/06/2023

  
  Thank you for contacting Harbor Freight Tools.
  
  In response to ******************** current complaint, 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. We do ask that our customers provide the original receipt to receive an exchange or refund.

  We understand that proof of purchase is currently not available and can assist with attempting to locate the transaction in order to further assist. However, we need more information in order to locate the receipt. Please provide the following information below:
  
  Date of Purchase
  Amount of Purchase
  Store Number or Store Location (city & state)
  Method of ************** MasterCard, Cash, Check, etc.)
  Item Number
  
  Once we receive this information, we will be happy to assist you. However, if you have any questions or need further assistance, please let us know.
  
  We truly appreciate your business.

• Initial Complaint

  Date:08/15/2023

  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 have been a regular customer of **********************. On the last two visits, I have been "arm wrestled" for my phone number which I no longer present to businesses for privacy reasons. The clerks have basically threatened me with a "no return eligibility" on any product purchased if I do not give them my phone number. I regularly refuse to give them my phone number and they get even more demanding telling me I will not get any deals or will not be able to return any items If I do not "submit" to their "demands". Yesterday, 8/11/2023, I visited the Sparks, **** store and experienced one of the most humiliating purchase transactions ever ! The male clerk was quite animated and insistent on getting my phone number and "as expected" proceeded to tell me "no refunds" if I do not present my phone number. I told him if I needed to return something -- I would ! He stated that it was company policy and "no refunds" without me giving up my phone number. I stopped loading my $250 of merchandise onto the counter and said this is BS -- then walked out. I told the clerk I would be calling this in and there was no attempt to regain any type of customer satisfaction. After I felt compelled to add a few "choice words" in the doorway, I left -- completely disgraced at this guy's attitude and tactics to "extract" private information from a good paying customer.What a horrible encounter ! I am quite sure a business cannot use "threatening tactics" of any type to obtain personal information such as a phone number. In this case, If I did not give up my phone number, the threat was "no refund" on any product I just purchased. In a nut shell, if Harbor Freight does not eliminate this policy (which must have been passed on to the clerks at all stores--from my personal experience), they are open to a "privacy" law suit. You cannot use bribery, no-return eligibility threats, blanket conditionality, or persistent aggressive attitude to extract information from customers.

  Business Response

  Date: 09/01/2023

  We understand and want to thank the customer for sharing their store experience with us. We will be sure to pass this information on to our store team as we are always working to improve our customer's shopping experience.

  Regarding the customer's concerns, ********************** may collect and use the Personal Information that the customers provide to us when they purchase, order, return, exchange, register, or request certain information about Harbor Freight's products and services.

  While we do not require customers to provide a phone number or ID to purchase items, we do recommend this to customers as it ensures if they do have to make a return the proof of purchase is accessible and can make the process go smoother. In order to process the return, we do have a standard policy and requirements that our stores follow. This does include the collection of customers phone numbers. 

  This process also maintains 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.

  Again, thank you for giving us the opportunity to address the customer's concerns regarding our return policy, and we would like to thank the customer again for sharing the details about their store experience. 

• Initial Complaint

  Date:08/15/2023

  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.

  Ordered a tool box back in May. Come to find out in the middle of June that it was never actually ordered. Fast forward to August, I receive an email on Monday, August 7th that the box has arrived to the store and is ready for pick up. Get here on Wednesday to be told that their fork lift is dead and they just plugged it in and to come back in half an hour or so and for the inconvenience I will receive a $300 refund. Come back to the store and that changed to 147. Then to a 10% coupon off the next big purchase I make at this store. I requested a refund for the box and the hutch I ordered for it that day to be told that I can only get a gift card but if I come back on Friday or Saturday that the manager might be able to refund it back onto my card. Never had an issue with any other Harbor Freight but this one. ********, ** store #*****

  Business Response

  Date: 09/07/2023

  Dear ****,
  
  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 forwarded this information to the appropriate District Manager for Store #****. They will review the information and make every effort to correct the situation for you. Please allow 3-5 business days for a response back regarding this matter.
  
  We appreciate you taking the time to provide us feedback, and again, I apologize for the poor experience. If you need further assistance, please let us know.
  
  Best Regards,

• Initial Complaint

  Date:08/11/2023

  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.

  Purchased some drill bits on 8-10-23 at 2:43. I tried to return them less than an hour after. The bits literally melted when first used. I tried to return with receipt. They would not unless I gave them my drivers ID. Purchase price was $20.00. My friend was right in front of me and returned a $250.00 **** that was not damaged. He wasn't ask for an ID. They made me show my ID and not him. That is profiling or racist since my friend is a different color. Their policy is improper since it chooses who to make show ID and who does not.

  Business Response

  Date: 08/31/2023

  Thank you for contacting Harbor Freight Tools. Our policy states that you may have to show ID at time of return, our system automatically triggers if it need one or not, not our associates. It can be triggered by several things, for example amount of returns, returns without receipts, exchanges, item amount etc. This has been forwarded to the DM as a FYI as well when the customer contacted us by email last week. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20453562
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair 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.

  I had a broken Pittsburgh tape measure. ********** tools have a lifetime warranty. The tape measure was in two pieces. Harbor Freight refused to honor the warranty unless I authorized them to scan my driver's license into their computer. I refused. I was a victim of identity theft on two separate occasions. There are several issues at hand. First, I was NOT requesting a refund. Just to have the item replaced. There was NO money being exchanged. Secondy, they maintain a database of consumer activity which is shared with third parties. I don't want my information shared. Thirdly, the information on my driver's license can be recorded and retained when they scan it into their system. What do they need this for? When I spoke to corporate, they wanted a receipt. Who keeps receipts for a tape measure. It could have been given to me as a gift. It doesn't matter. Bottom line is that the tool has a lifetime warranty. It was obviously broken. It should have been exchanged hassle free. No money was being exchanged. I want to take advantage of the warranty without giving my personal information. Where are my rights I did not need my driver's license when the item was purchased.

  Business Response

  Date: 08/23/2023

  We regret that our customer had this experience and will reach out directly to them to make sure they have a better experience and understanding of our return policy. 

  Customer Answer

  Date: 08/24/2023

   
  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:08/07/2023

  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 returned an item because it did not work as advertised. I also on the same receipt purchased another item in the same category. They are both solar generators/solar power banks. The one I purchased when i returned the first 1 with a different brand cost less than the original but it works better than the original.According to harbor freight's rules about restocking fees, if I upgrade or exchange for something in the same category, The restocking fee will be waved.And I quote:"The re-stocking fee will be waived if any of these conditions are met:Item is exchanged for an upgraded product in the same category"The original item I purchased was an Eco flow Delta pro which cost $3499.The item I exchanged it/upgraded it for was a Jackery solar generator/power bank $1677. They charged me a $720 restocking fee! I followed their rules,I was extremely unhappy with the Eco flow. I have never ever returned anything to harbor freight in my life. I want My $720 refunded.

  Business Response

  Date: 08/18/2023

  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 visit our websites return policy ********************************************************************************** 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 exchange or an upgrade of the item, the re-stock fee can be waived entirely. Our store associates will be more than happy to assist our customers 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.
  
  Thank you for choosing **********************.
  
  Best regards,

• Initial Complaint

  Date:08/07/2023

  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 was offered a online deal but it turned out to be a scam. I paid **** to get tools and never received them.

  Business Response

  Date: 08/09/2023

  While Harbor Freight does occasionally email surveys, we will NEVER ask you to pay for anything connected to one of our surveys. Unfortunately, there are online criminals who create emails that make it look like the sender is a well-known retailer, and these criminals are now using Harbor Freight's logo to send fake surveys. These criminals did NOT get your email address from us, although they seem to be emailing everyone they can.
  
  This criminal activity is called Spoofing. Spoofed emails are designed to look as real as possible by using email addresses or links that look like they are coming from a real company like Harbor Freight even though they are not.
  
  Below are some tips to think about to keep you safe from bad emails and texts:

  Be suspicious of any email or text that asks for your personal information, credit card information or passwords.
  Look for spelling and grammar errors. Suspicious emails and texts are often poorly written.
  If you are suspicious of any email or text, do not open it. Do not open or download anything attached to it. Do not click on any link in it. And do not reply to it. Doing any of these things may spread a virus and harm your device.
  If you are suspicious of any email or text, delete it immediately.

  If you are a victim of an email or text scam, be sure to take appropriate action. We recommend you change your passwords, call your credit card company, and notify credit reporting agencies to freeze or lock your information.

  To report any suspicious emails or surveys that are using the Harbor Freight Tools name, please send them to **************************************.
  
  
  Thank you,
  Harbor Freight Support Team