Complaints

This profile includes complaints for Northern Tool and Equipment Company Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Northern Tool and Equipment Company Inc

  2800 Southcross Dr W Burnsville, MN 55306-6936

• 

  Northern Tool and Equipment Company Inc

  PO Box 1219 Burnsville, MN 55337-0219

• 

  Northern Tool and Equipment Company Inc

  12205 River Ridge Blvd Burnsville, MN 55337-1607

• 

  Northern Tool & Equipment Co.

  2516 Sardis Rd N STE B Charlotte, NC 28227-7723

• 

  Northern Tool & Equipment Co.

  9401 Statesville Rd Charlotte, NC 28269-7600

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:10/26/2023

  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.

  We contacted Northern Tool after the mixer we had purchased broke. They advised they would send us a replacement part. 6 weeks later, we still had not received it and when I emailed to check status, I received a response the would mail me the whole item since the couldnt get the part. We received that in July. Today, October 26, we received a call from a debt collector stating that we owe over $500 for this item because we didnt return it. At no point were we told to return the item. We were never contacted by mail, email or phone until we heard from the debt collector today. I then called Northern Tool and spoke with ******* who was extremely rude. I told her that had we known anything needed to be returned we would have had them pick it up. She states that she will contact a freight company to pick up the item. We never should have been sent to collections when we werent even told anything needed to be returned & then not even contacted before it was sent to collections. She said a certified letter was ******** asked for the signed copy as we never signed for a letter and she said she couldnt provide it to me.

  Business Response

  Date: 10/30/2023

  Dear Valued Customer, 

  We apologize for any inconveniences.  The email should have indicated instructions for return. I show on 6/29/23, we ordered a ***** prepaid return label to be sent to *************** for the return of the unit. We also send letters out to the mailing address after 30 and 60 days when we have not received the return with a reminder to return the product to prevent from being sent to collections. Please contact us at ************** when the unit is ready to be picked up and we can issue a call tag to have it picked up and returned.  Once the unit is returned, we will remove it from collections.  

  Thank you for your cooperation.  

  
  
  

  Customer Answer

  Date: 10/30/2023

   I am rejecting this response because:
  
  I never received an email with a return label and no letters were received either. In addition, the item is much too large and heavy to return via *** or fed ex so a return label would not have done any good had you sent it. The item arrived via semi truck to our house. I asked for proof of these certified letters your rep said that you sent and they have not yet been provided. I personally handle all mail and no letters were ever received or signed for.  I called your business last week and Im still waiting for you to come pick up the item as your rep advised she would assign a freight company to pick up the item. 

  Business Response

  Date: 11/01/2023

  Hello ****, 

  The request for pick up was submitted on 10/27 and the process can take a few days. They should be there soon to pick up the item if they haven't been there yet.  

  I do apologize for any mis information. We do not send the letters out certified mail, we send them in the regular mail. I am showing it noted in the return order that the letter was sent out to you on 8/2/23 to Bonrud Concrete & Masonry, **********************************************************. We don't keep copies of the letters.  

  Thank you. 

   

  Customer Answer

  Date: 11/02/2023

   I am rejecting this response because:
  
  They still have not picked up the item as of 11/2. In addition, no letters were received. You are unable to provide proof of the letters being sent so it is clear they were not sent.  

• Initial Complaint

  Date:10/26/2023

  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.

  We bought an Earthquake VERSA tiller from Northern Tools on August 26, 2023. The total amount was $ ******. It was literally DROPPED OFF at our home in the front yard. There was a dent and chipped paint along with the crushed box caused by ***** shipment damage (have pics on phone if needed}. I immediately called Northern Tools who credited me for the $ ***** shipping cost and told me to file a claim with *****. I had to keep the tiller as I had contracted to have a lawn care contractor tiller an area with this the day after it was delivered. My concern in keeping the item was if there was internal damage to the machine I wanted a guarantee specifically covering this from the negligent delivery. Again, Northern Tools specifically said that ***** would have to do this. ***** denied the claim unless Northern Tools would authorize a waiver. I have contacted them on numerous occasions and they have failed to answer.

  Business Response

  Date: 11/01/2023

  Dear Valued Northern Tool Customer, 
  We are very sorry to hear that your item was damaged in delivery. You have been issued a refund to cover the cosmetic damage to the Tiller. 
  The cosmetic damage should not affect the performance of your Tiller. If you start to experience any defects or failures with your item, you may contact *********** directly to file a warranty claim. Ardisam would locate the nearest qualified service center in your area for you to bring it to in order to have it repaired. 
  As with any item that has a gas engine, once they are gassed and oiled, they are considered hazardous to ship. This is why the representative indicated that if you use the product and put gas and oil in it, it may not be able to be returned to us. However, you can still file a warranty claim if the need arises.  
  I have left you a voicemail as well with this information.  If you have any further questions, please call me at ************************. 
  Thank you, 
  Traci 

  Customer Answer

  Date: 11/02/2023

   I am rejecting this response because:
  As per my original phone call after the original ***** damage of the unit was evident, the Northern Tool representative reimbursed me for the shipping cost and told me that any further damage would have to come from *****. There was a dent and scratches caused by the drop of the heavy item and it was left in my front yard.  She told me that I should file the claim directly with ***** which I did.  I was notified via email that my claim was DENIED and was directed to have Northern Tools send a communication stating that I had their permission to file the claim with ***** and they should have been the one to file in the first place.  When I contacted Northern Tools they have never responded to my email request to followup with ***** thus I am left with a scratched and dented product and one who may have a problem with the guarantee in the future if a major repair is needed.  A possible major repair  should not cost me anything if it is the result of the drop.  This company has a taped conversation of the rep directing me to file a claim with *****
   directly which is what I did.  

   

  Business Response

  Date: 11/09/2023

  I have tried to call you a couple of times to discuss and have left a message. If you are looking for more compensation for the damage to the unit, please send pictures to ********************************************************.  I will assess the extent of the damages to determine a suitable refund amount for compensation for the cosmetic damage.  

• Initial Complaint

  Date:10/19/2023

  Type:Billing 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.

  We continue to recieve calls from FNBO re acct at ********************** Tool. My husband and I have looked into this. My husband was told there was an error on their end and we owe nothing.Yet we continue to recieve calls from FNBO. Our credit score has been effected.We have never recieved any billing.

  Business Response

  Date: 10/30/2023

  Dear Valued Northern Tool Cusotmer, 

  I have been informed that ******************* of ***** has been in contact with you and you have agreed to pay the outstanding balance and they will waive all the finance charges and late fees.  

  Thank you.

• Initial Complaint

  Date:10/09/2023

  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.

  For app. nine months, this company has been flooding my email inbox with unwanted and unsolicited promotional emails. I have sent emails to them and called them almost weekly. On the phone calls, I am always advised that I have an account with them, and that my email address will be removed from their data base, but the emails continue to come. I have purchased items from the Northern Tool Store in *******, and if I have made an online purchase from them, I never checked the box that allows them to send promotional emails. It seems that Northern Tool is a foreign entity because they have no respect for the privacy of American Citizens. All I want is to have Northern Tool and Equpment company to stop the harassing emails.

  Business Response

  Date: 10/10/2023

  *******, 

  We apologize for any inconveniences. Your email address has been removed from your account and I can see that requests were made to prevent new promotional emails being sent.  Often promotional emails are set up in advance to auto mail out and so it can take a few weeks to be fully removed from the mailing list.  

  I did submit your information to our team that handles the email promotions to make sure your information has been removed. I hope this helps.  

   

• Initial Complaint

  Date:09/18/2023

  Type:Delivery 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 originally attempted to purchase a set of headphones, they were one of the few places that had them in stock, when ordering the first set I was asked ****** to create an account. Created account after finishing the first order. No confirmation email, no bank payment issued nothing, figured ir was an ordering issue. Re ordered same thing. Finished second order approximately 5 minutes after finishing the re order I get email confirmations for both ****** and a bank debit for both ******. I immediately check the website, no way to cancel. I call, no answer. I send an email right away. No answer. I call on Monday, sorry sir ****** been processed, there's nothing we can do, they said. I reach out to customer feedback and get the same response, customer feedback gives me tracking numbers, put the tracking numbers in and ***** says they don't have anything with those tracking numbers, so all I'm requesting is the cancelation of one of my original ****** and a refund, they say well now I will have to wait for them to be delivered and I can get a refund on the price of the item, no mention of shipping costs. So now even if I do get a refund I'm still on the hook for the shipping fees, I don't understand how they don't answer the **** number or an email and still never see the email before pulling the order and sending it out. Super sketchy

  Business Response

  Date: 09/22/2023

  Dear Valued Northern Tool + Equipment customer, 

  We are very sorry if there was a delay with receiving the emailed order confirmation when you placed your first order or if there were long hold times when trying to get through to our **************** department.  The entire shipping charges for both orders have been refunded to your credit card.  A return has been set up for the extra unit that was shipped out and a refund will be given upon return to our warehouse. As discussed over the phone, you may try to refuse the shipment when it is delivered on Saturday or if unable to, you may contact us to receive a prepaid return label to send the item back to us at no charge.  Once it is determined which unit is coming back, we will also refund you for the extended replacement plan you purchased for the item. We hope this will be a satisfactory resolution.  

  Thank you. 

  Customer Answer

  Date: 09/22/2023

   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.

• Initial Complaint

  Date:09/15/2023

  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.

  On 9/12/2023 I purchased a tool and battery combo honoring a price on their website. The deal stated buy one (Item #****** M12 HIGH OUTPUT CP2.5AH) get a (Item #***** M12 3/8" RATCHET) for free. They had the ratchet there but the battery had to be shipped to the store for later pick up. They charged me and gave me a recipe. The next day I was emailed stating that they canceled my shipment to the store no longer honoring my receipt. Order ********

  Business Response

  Date: 09/22/2023

  
  Dear Northern Tool + Equipment customer, 

  Thank you for your recent purchase of the Milwaukee M12 battery promotion.  Unfortunately, this promotion was listed in error and caused ** to oversell our inventory. We are unable to fulfill your order for the M12 3/8 ratchet, item #*****. We understand this is an inconvenience for you. In order to best service your order:
  
  We have refunded your total purchase amount and have cancelled the order that was placed.
  
  We apologize for the inconvenience and encourage you to visit our Customer Help Page for any further questions.  

  
  

• Initial Complaint

  Date:09/07/2023

  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.

  on 9/6/22 i dropped off my generator at northern tools in ******* ****** **************** for repair and i would get a call on my cell phone about what parts are needed and cost i would call month after month everytime they were waiting on parts after a while i was waiting on them to contact me needed some supplies so i stopped by northern tools 9/6/23 and was told that they sold my generator and said they could not get a hold of me by mail,text,or home phone i did not recieve niether and i have taking other generator there under my name under my company name and number and mail also said that letters were mailed to my house that i did not recieve

  Business Response

  Date: 09/14/2023

  After researching this, it looks like the address was missing a 0 when we sent the abandonment letter, so it does not look like the customer received it. We will reach out to the customer and offer him a new unit to get him taken care of. 

  Customer Answer

  Date: 09/14/2023

   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.

• Initial Complaint

  Date:08/14/2023

  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.

  On May 19 I dropped off my hedge trimmer for service at Northern Tool ***********. I paid $65 but was not told to expect any delays. I phoned NT weekly for an update. The service department complained they had a backlog of 400 customers! On June 23 was told they had found it needed new carburetor. I told them go ahead as I need this tool. 4 ******************* informs me they cannot repair the unit. ************ calls to say I can pick it **. In other words it took them 3 months to find an excuse to keep my $65!!!

  Business Response

  Date: 08/28/2023

  Per the ********************** Manager, the customer has now been refunded.  

  Customer Answer

  Date: 08/28/2023

   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.

• Initial Complaint

  Date:08/12/2023

  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 bought a birthday present from northern tool. A four door windmill order number ********. I followed the tracking to my door it was delivered via ****** ***** even provided a picture of it at my door. With in 15 mins of getting the notification it was delivered I get home and the package is no where to be found. I called ***** they told me Id have to call ********************** tool. I called northern tool I was told it shows delivered so we will file a claim with ***** and it will be up to ***** whether we send you a replacement package . I find the answer unfair. Youre letting a third party company decide whether a replacement should be sent out. The lack of willingness to help or want to offer solutions is ridiculous.

  Business Response

  Date: 08/14/2023

  Hello *****, 

  I am sorry to hear that you did not receive your *************** ******** where is a proof of delivery, we would not typically replace a product, as we are not responsible for theft after an item has been delivered.  However, as a courtesy, I have reshipped the item back out to you at no charge. 

  Regards, 

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

  Northern Tool + Equipment

   

   

  Customer Answer

  Date: 08/14/2023

   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.

• Initial Complaint

  Date:07/13/2023

  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.

  In the past month I purhased a logging arch from Northern. It arrived disassembled but without the nuts and bolts to assemble it. I called customer service. I was told that the bolt kit comes from a seperate company and they would take care of it. The bolts would arrive in about ten business days. I needed to use the equipment so locally purchased bolts for $60. Into the fourth week, no bolts. I contacted customer service again, actually three times after being cut off twice. The third time, I was told that bolt kit would no longer be provided. They offered to replace the arch kit, with or without bolts? Unknown. I told them all i wanted was the kit. Then they said I could take the arch apart and they would pay to ship it back as there were no longer bolt kits available. The arch was advertised in a picture as an assembled product, obviously with bolts. I paid for the entire kit. I consider that fraud and since it was on the internet...all I want is the bolt kit, not a hassle of returning a product I use.

  Business Response

  Date: 07/23/2023

  We are extremely apologetic that the product arrived missing assembly hardware. During the interactions with **************** we have offered to return, exchange or wait for hardware to be received (however this is an extended leadtime). A decision was not made at that time. As a followup we have completed a refund for the $60 that was spent locally on the hardware and have kept the hardware order open as well.  We have attempted to contact **************** to inform of the refund, however, have been unsuccessful at this time and only left a message via phone and via Amazon marketplace. We hope that this is an acceptable resolution and invite **************** to contact our **************** team to discuss further if not.