ComplaintsforNorthern Tool and Equipment Company Inc
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Complaint Details
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Initial Complaint
03/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a log arch on 9/23/23 and it was shipped with a stripped bolt. I contacted the company through their online contact form and heard nothing. A week later they sent me a new log arch and no other information. Now on 3/11/24, I received a letter from a collections agency. I called the company and told them I still have the product, never assembled, but the box was destroyed in shipping. They will not issue a pre-paid return shipping label as it is out of the return window. Never being told that it was an RMA situation, and sending another unit which was not ordered by me and a complete lack of communication has resulted in me disputing the collections and filing with the ****Business response
03/21/2024
Dear Valued customer,
We are sorry to hear of the lack of communication. We will need to receive the unit back that did not work for you. I am mailing you a prepaid return label to use to return the old unit, so that you do not have to pay for the return. I am mailing this to *************************** address. It may take up to 10 business days to arrive to you. Once you receive the prepaid label, please attach it to the package and bring to any ***** drop off location to return the unit to us. ************* we will remove from collections.
Please let us know if you have any further questions. Thank you.
Customer response
03/28/2024
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
03/20/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Date of transaction is Febuary 25, 2024. The total purchase price for this order was ******$.Northern ***************************** sold me a 5x8 ironton utility trailer but neglected to include the Certificate of Origin. It says on thier website that the Certificate will be mailed seperatly. It has been nearly a month.I have spoken with multiple very nice people that have no clue and no answers. I keep being told to wait another week. I can not use this trailer until it is registered and tagged in my State.The account is ********. Order ******** Item ***** 5x8 HD Trailer. This was purchased with items to be use with the trailer bringing the total to ****** The advertising was on their website.Business response
03/21/2024
Dear Valued Northern Tool Customer,
We are sorry to hear that you haven't received your Certificate of Origin (***) yet for your new trailer. The Warehouse removes the *** from the package and once sold, they have them notarized and mailed out. This process can normally take up to 3 weeks. However, since that time has now passed and you haven't received your Certificate yet, a new one has been created and was expressed mailed out to you today (3/21/24). You should receive the new one in the next couple of days. We apologize for the delay.
Customer response
03/25/2024
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
03/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Submitted a electrical generator to Northern Tool at ***************** location for repair and was charged $64. After submitting the item for repair, i had trouble connecting with the business Northern Tool to get an update on when the repair will be completed. After i call they simply tell me to call them back again.Business response
03/21/2024
We are sorry to hear of the issues you are having. I have contacted the management at the store and am waiting to hear back from them on the resolution. I will let you know as soon as I hear.
Initial Complaint
02/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This store is notorious for posting items on sale on there website, only for people to purchase the item, provide all of there CC information along with addresses and phone numbers only to cancel the item a few days later and say that the price was an error. I am not sure if they are doing this just to get people information and do who knows what with it, but these pricing errors happen to often. This website is a scam, I am surprised a class action lawsuit hasn't been filed. The last item purchased that was cancelled without notification was a Milwaukee M18 LED light on Jan 29th, ****.Business response
02/04/2024
Dear Valued customer,
We apologize for the error and the inconvenience. It does state in our terms and conditions on our website and in our catalogs, "Prices and promotions are subject to change and may vary from those offered in our stores. We cannot confirm the availability or price of an item until you place your order. Despite our best efforts, sometimes an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order,or we may contact you for instructions on the order."
In this case the price was misprinted, we had to cancel the affected orders and email communications were sent to the orders affected orders. Sometimes, our emails will get sent to a junk or spam mail folder. We are sorry to hear that you did not receive the communication.
Initial Complaint
01/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To whom it may concern would like to address the matter of theft that orchestrated by a employee of Northern Tool whoever that used a normal consumer to leave out the store with empty power tool boxs that the employee needed to place the ******************* back into the correct boxs based on the unethical behavior and practices from team member that committed and organized the act of theft of empty box we the consumer asked that the BBB help with corresponding with the correct personnel to address the employee have been stealing tool wholesale them in the streets do to the hardship of the employee we do feel that he has placed a mental health incompetent person involved in theftBusiness response
01/30/2024
Dear Valued Customer,
Our store manager would like to discuss this with you to get to the bottom of the issues you are describing. There is no email address listed and the phone number is too long. Is there a phone number that the store manager can reach you at to discuss this?
Thank you for your help with this.
Initial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a Powerhorse 4" wood chipper from the ******** **. store on Aug 25th. 2022 along with a two year extended warranty. The wood chipper came with a two year warranty. I took the chipper in for some repair work on Sept. 03 2023. At that time the store manager told me that they, the store, did not have a repair tech on staff and they would have to send it to ********************* for repair. The store manager said that it would take over two weeks. At that time and every time I have talked to the store managers since, they have made me feel that they didn't care about me or the problems I was having with the product. After I had complained to the regional manger, after waiting four months to get my chipper repaired, I got a phone call that my chipper had been returned. When I went to pick the chipper up, I told the manager on duty that day, that I wanted to see the chipper started, run and shut off. When the manager tried to shut the chipper off, it was readily apparent the chipper had not been repaired. After more than four months, I just want my money refunded!Business response
01/11/2024
We apologize for the inconvenience. I worked with the regional manager and he has indicated that the store will be issuing the customer a full refund and will contacting ****** once it is completed.
Customer response
01/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 12/30/2023, I returned a pump for a lifter that was inoperable. I didn't have a receipt but from past experience they have been able to look the information up in there system. On this day the lady told me the could not locate any previous sells because they changed systems. She stated, "The new system didn't transfer the information from the old system." She told me I would not be able to return the pump which cost on estimate $400.00. She also stated, "You should've had a receipt." She was very rude, lack customer service efficiency, and didn't show any characteristics of a leader as she stated she was the supervisor.Business response
01/05/2024
We apologize for the inconveniences you have experienced. I have worked with the Store Manager and he has indicated that ****************** will be coming into the store on Monday 1/8/24 to exchange the defective product for a new unit. We hope this resolves the issue. Thank you.Customer response
01/10/2024
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
12/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a Milwaukee impact drill only on 11/18/23 two days later my wife had already bought the drill for me. I don't need two and she purchased hers online so it just seemed easier for me to return mine. On ***** I go to return it and I had paid for it in cash so I should get cash back. The guy laughed at me and said I would have to come back later they don't have enough money. The only reason I'm upset well two reasons they are a half a billion dollars a year company and you don't have a way to get a customer their refund? Second I was trying to get a gift for one of my kids and the only place I could find it was through marketplace and they only wanted cash. So I called yesterday evening ***** and they didn't have it still and I have called twice today and they still don't have it...Business response
01/04/2024
I am looking into this matter. I have emailed the customer to see if he can provide any additional order information such as a receipt. I will respond again when I can gather the information needed to resolve the matter.
Customer response
01/05/2024
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. They have taken care of itInitial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On the 15th of November I purchased a welder from Northern Tool online, when I purchased it the latest delivery date was the 28th of November. Today is the 7th of December and I still dont have my welder, Ive called and the only information Ive been given is its shipped and when I ask for tracking number they dont have any further information to give me. Im feeling like it some fraudulent activity going on, now Im at the point where I have to go buy another welder to finish my customer cars being its not their fault that Northern Tool wont ship my welder. Buyers be ********* passing the word about them in my community as well.Business response
12/13/2023
Dear valued customer,
We apologize for the delay to your welder. It appears the unit was lost in the warehouse. We normally would have reshipped another unit directly to you, however these were Clearence'd out and our inventory was all gone. In checking with our warehouse they indicated that they had located the lost welder and had already sent it to our ************ to get on the retail truck to the store. I contacted the ************ and had them do some checking and they indicated it was on a truck going to the store already. We are hoping this welder will arrive in the next couple of days at the retail store for you to pick up. We apologize for the inconvenience.
Customer response
12/14/2023
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. Thanks for your part in the resolution, I received my welder today. Box was in good condition and everything is there as well. Thanks again for the quick action.Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a ***** ****i generator on 10/29/23 put 14 ounces of oil as required ran generator 10/30 for 8 hours changed oil and machine started to shut down and a co2 sensor light came on. Machine was diagnosed by technician and he replaced co2 sensor. I picked up the machine 11/29 ran it for approximately 3.5 hours and the machine shut down again and the co2 light was on. I called northern tools and spoke with ********************* and he told me to bring it in 1st thing 1/12. I arrived here in the ********** store and they are supposedly looking at the machine.Business response
12/01/2023
We apologize that you had further issues with the generator. ********************* stated that the refund was completed at the store and the issue has been resolved. Please let us know if you have any further questions.
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Customer Complaints Summary
156 total complaints in the last 3 years.
52 complaints closed in the last 12 months.