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Business Profile

Tractor Dealers

Northern Tool and Equipment Company Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tractor Dealers.

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

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Northern Tool and Equipment Company Inc has 87 locations, listed below.

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    Customer Complaints Summary

    • 159 total complaints in the last 3 years.
    • 47 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Need to return product .Sent incorrect size tire.

      Business Response

      Date: 04/01/2025

      Dear ******,

      Thank you for reaching out regarding your return request for order #********. We understand your concern and appreciate the opportunity to assist you.

      Based on our review, we see that you reported receiving the incorrect item and have been in contact with our team through chat and phone. Since this item was shipped directly from the vendor, our process requires verification before we can proceed with a resolution. To move forward, we kindly request that you provide pictures of the item, including any identifying numbers on the packaging. This step ensures that the vendor can authorize the return and reship the correct item at no cost to you.

      Our Drop Ship team has previously sent an email to you providing instructions on where to send these images, and we want to make this as seamless as possible for you. Please send the requested photos to *************************************** with Attn: AH ****** in the subject line. We apologize for any inconvenience this may have caused and appreciate your cooperation in resolving the matter.

      If you need any further assistance, please let us know. We value your business and look forward to resolving this issue promptly.

      Sincerely,

      ***** *******
      Customer *****************************start="1335" data-end="1338"> Northern Tool + Equipment

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 2024 I took a powerhorse generator for repair to the store. I was waiting for months for a diagnostic , the diagnostic suggested to be replaced with a new one because they trying to replaced the engine head it still did not work. Then the warranty had me waiting for months for an answer if they could replace it. They said they wouldn't cover the repair. So I went to pick up my generator at the store to take it with me understanding that it will not be repair, but it turned out that they want to give it to me without the engine head because they don't have it, they supposedly disposed it since it didn't work. I asked them to give it to me complete as I had given it to them but they tell me that they don't have an engine to put on and then I have to wait for them to have another generator like mine not working so that they can remove the engine head to put it on mine and they dont know how long it might take maybe months or years which seems ridiculous to me they had no right to discard that engine if they were not sure that it could be replaced for a new one. And on top of that the mechanic gives me attitude instead of helping solve the problem and I asked to talk to the manager but he only says he can't do anything. So who's going to solve it?

      Business Response

      Date: 03/25/2025

      Dear ******,

      Thank you for reaching out and sharing your experience. We sincerely regret any frustration or inconvenience youve encountered regarding your Powerhorse generator repair.

      After reviewing the details with our store and service team, wed like to clarify the situation. Your generator was brought in for service, and during the diagnostic process, it was determined that the generator head was defective. The service team removed the generator head but, unfortunately, it was mistakenly disposed of before the unit was returned to you. We acknowledge this error and are actively working to source a replacement generator head to ensure your unit is returned as complete as possible. We will notify you as soon as the replacement part is available.

      Additionally, we understand your concerns regarding warranty coverage. The unit was initially submitted for a claim through **********, but the claim was denied as the unit is out of warranty (carries a 90-day commercial or 2-year Consumer warranty) and a 1-year extended warranty was purchased. Given the history of your previous units experiencing similar issues, our team has recommended switching to a commercial-grade unit for your needs, as residential units are not designed for continuous, heavy-duty commercial use.

      At this time, you are welcome to pick up your generator in its current condition, and we will contact you when the replacement generator head is available. Our goal is to provide a resolution as soon as possible, and we appreciate your patience as we work through this.

      If you have any additional questions or would like to discuss this matter further, please feel free to reach out directly to the store manager, **** ******. 

      Sincerely,
      ***** *******
      Customer Experience Supervisor

      ********************** Tool + Equipment

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 filed a complaint against this business I think two weeks ago about a pressure washer not working properly well I received the machine last Friday and still not working properly my safety and the others is compromised using this machine.I have contacted many people within this company and have not received any response what so ever I have contacted the regional manager ***** **** and still waiting for an answer I will like to have this problem resolved ASAP either replace my machine or refund my money

      Business Response

      Date: 02/20/2025

      We sincerely apologize for the ongoing issues you experienced with your pressure washer and for any inconvenience this situation has caused. Our goal is always to provide our customers with quality products and exceptional service, and we regret that this process took longer than expected.

      After further review and coordination with our store management team, we approved a return of the defective unit. Were pleased to confirm that you have now picked up a replacement from our ******* retail store. We truly appreciate your patience throughout this process and hope that your new machine meets your expectations.

      If you have any further concerns or need additional assistance, please dont hesitate to reach out. We value your business and appreciate the opportunity to make this right.

       

      Regards, 

      ***** ******* | Customer Solutions Supervisor

       

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 pressure washer back in September 2024 and I have nothing but problems from the first time I started the machine I've called customer service and they told me to take it back to the store to get repaired well it has been in the shop for 7 weeks I have called and called and called and I always get transferred to a different department again and again and again told me to call back to the store I took the machine to get repaired and they will give me a new machine but is just a no answer or end to this problem my business is hurting because this company is playing games on deciding who will authorize the new machine to be released to me I'm tired of waiting I will like my money back at this point

      Business Response

      Date: 02/05/2025

      Dear **********,

      We sincerely apologize for the frustration and inconvenience you've experienced regarding your pressure washer repair. Our goal is always to provide timely and effective service, and we regret any delays that may have impacted your business.

      After reviewing your concerns with our retail team, we can confirm that your unit has been repaired and is ready for pickup. Our store team has reached out to notify you on Monday and again this morning. We understand how important this equipment is to you and appreciate your patience throughout the process.

      If you have any further concerns or require assistance with the pickup, please dont hesitate to reach out. We appreciate your business and hope this resolution allows you to get back to work without further delay.

      Best regards,

      ***** ******* | Customer Solutions Supervisor
      ********************** Tool + Equipment 

      Customer Answer

      Date: 02/06/2025

       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:12/15/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Several problems. For order ******** on 2 December 2024, the items were in 3 separate boxes. The third box did not show up with the first two and was rescheduled 3 different times by **** Each time I was told it would arrive it did not. The box was 100lbs and 6ft long so I made arrangements to be available each time. This is an unacceptable delay and waste of my time on 3 occasions. The box did finally arrive. As part of the $1750 I spent I received a $200 gift card.For order ********, on 15 December 2024 (using the gift card). 3 things I ordered were out of stock. The items were cancelled and I received an email. I then had to spend 30 mins with chat support to be told he could do nothing. I called, received no help and was eventually connected to a supervisor who had limited options. All of these options entail, more work on my part and significant delays. I will now have to reorder items, wait 24 hrs for my gift card to be recredited (which I only found out from the supervisor), and I have to send them an email with the order so they can credit me for shipping so I dont have to pay shipping again because you told me items were in stock that were not. This is absurd. Two orders, two miserable experiences. You've wasted my time on multiple occasions and you don't even have a reasonable way of resolving the problem.

      Business Response

      Date: 12/19/2024

      Dear ****,

      Thank you for sharing your concerns regarding your recent orders. We deeply regret the inconvenience and frustration caused by these experiences.

      Regarding order 22069598:
      We understand how frustrating it is to rearrange your schedule multiple times for a delayed delivery, especially for a large, heavy package. While we work closely with shipping partners like *** to ensure timely deliveries, we recognize that delays like this can still occur, especially this time of year and significantly disrupt your plans. We sincerely apologize for the inconvenience this caused.

      For order 80753370:
      We regret that items you ordered were unexpectedly out of stock. While we aim to keep inventory updated in real time, high demand during clearance events can lead to sudden shortages. We also understand how disappointing and time-consuming it was to resolve the issue. 

      As a resolution, our supervisor, ****, worked with you to place and order for an Ironton 6-Piece Plier Set and Ironton 14-Piece Punch and Chisel Set, and the order has been fully comped.

      We value your feedback and are using it to identify areas for improvement, such as enhancing our inventory systems and communication processes to prevent similar issues in the future.

      Your satisfaction is important to us, and we would like to offer an additional $50 gift card as a goodwill gesture for the inconvenience caused. I am having the Gift Card sent to your address at ****************************************************

      Thank you for giving us the opportunity to address your concerns. We appreciate your business and hope to restore your confidence in us.

      Sincerely,

      ***** *******
      Customer Experience Supervisor
      ********************** Tool + Equipment

      Customer Answer

      Date: 12/20/2024

       Better Business Bureau:

      **** was very helpful. Thank you. 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:12/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 10/26/2024 I ordered Infrared Heater, Northern ***************************** demanded to deliver to a street address which I(we residents) do not have. therefore, I used County Rd /State Hwy as my address. *** Ex delivered my package(10/302024)to wrong resident(made up name signed for my package) so I never received my heater. I called Northern ***************************** on 10/31/2024 that I did not get my package. I was told they would investigate which would take 7-14 days. When I called again on 11/14/2024 the investigation was not submitted so then I was told again that the investigation would still need to happen. Well after my calls after calls to this day it has not happen. In the meantime, I filed a claim with *** Ex but I was denied because they need for shipper to provide a written authorization waiving their rights to pursue a claim on my lost shipment. I called Northern Tool a few times with this request but no resolution to date. On 12/2/2024 I wrote a letter to Northern ***************************** regarding written authorization waiving their rights pursue a claim on this shipment. I remain to hear from them and I am getting frustrated. I called Northern ***************************** Co again today prior to starting this complaint and the female agent put me on hold for 3 minutes then I got cut of the line and she did not return my call at all. This is really discouraging and I am disappointed with customer service it is like going around in circle. I am requesting from Northern Tool to provide the document requested from *** Ex as stated above as soon as possible. My ***** Claim information: From: ***** Claims(claimsupdates@fedex); To: ************************** Subject: Tracking #************.

      Business Response

      Date: 12/10/2024


      Subject: Response to Your Complaint Order # ********

      Dear *****, 

      Thank you for reaching out to us and for your patience as we address your concerns. We sincerely apologize for the frustration and inconvenience you have experienced regarding your order of the infrared heater.

      We understand that you have encountered a series of issues with the delivery process, and we regret that you have not received the product as expected. We appreciate your detailed explanation and for bringing this matter to our attention.

      At Northern Tool & Equipment, we strive to ensure that every order reaches our customers accurately and on time. Please be advised that we ship via ***** Ground only, and a valid address, including a house number, is necessary for successful delivery (***** cannot delivery to PO BOX addresses).The shipping address that was provided on your order was not a valid address that ***** can locate accurately.  

      To resolve this matter promptly, we have processed a refund for your order. You should receive a credit invoice in a separate email shortly. We hope this will help alleviate some of the inconvenience you have experienced.

      We value your business and feedback, and we are committed to improving our processes to prevent similar issues in the future. If you have any additional questions or require further assistance, please do not hesitate to reach out.

      Thank you for your understanding, and we apologize again for any frustration this situation may have caused.


      Sincerely,
      ***** *******
      Customer Experience Supervisor
      ********************** Tool & Equipment

      Customer Answer

      Date: 12/10/2024

       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.  Today is 12/10/2024 I would like my complaint file closed immediately because I had just completed filing my complaint online yesterday when my husband came home package from Northern Tool & Equipment ***  I do not understand why on earth the ************** kept my package over a month.  I was not even aware they had my package all this time and spent great amount of energy.  It surely is poor customer service on their part .  My sincere apology to Northern Tool & Equipment *** I hope this reaches someone the other end here. Thank you

    • Initial Complaint

      Date:11/20/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ordered an electric lift winch from Northern Tool +Equipment on 10/15/24.. I live on the second floor of a duplex and the winch was left in our driveway exposed to the street by ***** on the following Saturday evening. When I returned home I discovered the ***** notification of delivery but the package had been stolen. No signature was required and I never received my order. ***** said since I wasn't the shipper I had no recourse. I filed a police report and notified Northern Tool customer service of the theft, provided all the documentation and was told I would be contacted by loss prevention but after at least five phone calls was never contacted. After a final call i received a voicemail from a supervisor a day later telling me too bad and advising me to file a claim with my insurance. This was inconsistent with any other business I've purchased with online. I simply want what I ordered, paid for and never received. Terrible customer service and a very bad business practice. My only other recourse is to sue in small claims court which I would rather not do.Thank you for your help

      Business Response

      Date: 11/27/2024

      Dear ******,

      Thank you for reaching out to us through the Better Business Bureau. We deeply regret the experience youve had and sincerely apologize for the frustration caused by the situation with your electric lift winch order.

      Upon reviewing your case, we have confirmed that the tracking information, shipper Proof of Delivery (POD) and the picture on ********* for your order indicates the package was delivered to the correct address on Saturday 10/19/24 at 4:47 pm and the package was left at the bottom of the stairway. We understand that this does not address the inconvenience you experienced when the package was stolen. Please know that we empathize with your situation, and we take theft-related concerns very seriously.

      Unfortunately, our policy does not cover theft once the package has been delivered to the correct location. While we understand this may be disappointing,we do recommend pursuing a claim with your homeowners or renters insurance,as they may be able to assist with the loss when it is due to burglary or theft.

      Regarding your communications with our customer service team, we apologize if you did not receive the level of assistance you expected.We strive to provide clear and prompt communication, and we regret if that was not the case in your situation.

      We do truly regret any inconvenience this has caused and hope that this explanation helps clarify our position. Thank you for your understanding.

      Sincerely,

      ***** *******
      Customer Experience Supervisor
      ********************** Tool + Equipment

    • Initial Complaint

      Date:11/06/2024

      Type:Order Issues
      Status:
      Resolved
      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 ordered a little giant ladder through Northern Tools. Two weeks ladder I receive a ladder I did not order. It took me three days to get a response on this issue. They send me instructions for a fed ex pickup. I spend a week placing this ladder on my porch and in my house waiting for pickup that never occurs. Come to find out, ***** attempted pickup before I received notification to place my item outside for pickup. I spend two weeks asking for resolution and I continue to get the run around from Northern Tools about a pickup and getting the correct ladder sent back to me. There is no accountability or help. They use random excuses like its someone elses job to process these items, but you cant talk to that person. Im starting to think Im being scammed. All I want is the item I ordered. Its taken me countless hours speaking to ***** and emailing the vendor and Northern Tools and still no resolution.

      Business Response

      Date: 11/07/2024

      Dear Steph,

      We sincerely apologize for the inconvenience and frustration you have experienced with your recent order of the Little Giant Ladder. We understand how disappointing it must be to receive the incorrect item and then face delays and communication issues regarding its return and replacement.

      After reviewing your complaint, we immediately contacted the vendor to address the situation. They have confirmed that you may keep the ladder you received in error. Additionally, a new order is being processed, and the correct ladder will be shipped to you as soon as possible.

      We deeply regret the delays and miscommunications that have occurred, particularly with the ***** pickup. We are taking steps to ensure that such issues do not happen again in the future. Your feedback is invaluable to us, and we are committed to improving our processes to provide better service.

      If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your patience and understanding as we work to resolve this matter.
      Thank you for bringing this to our attention.

      Sincerely,

      ***** *******
      Customer Experience Supervisor
      ********************** Tool + Equipment

      Customer Answer

      Date: 11/07/2024

       I am rejecting this response because: the company has yet to reach out to me outside of this complaint. Every time I attempt to do so, I am provided with only excuses and no follow through. Ive spent countless hours trying to resolve this issue.

      This Case is not closed until I receive proper tracking information on the replacement item and its received.  Your word that the issue has been addressed, means very little without any type of proof on your part, like a tracking number and correspondence with the vendor from **************************** 

       


      Business Response

      Date: 11/15/2024

      Dear Steph, 

      Thank you for your feedback. I understand your frustration and sincerely apologize for the inconvenience this situation has caused. I would like to assure you that we have been actively working to resolve this issue.

      After reviewing your case, I reached out to our vendor, ***************************, to obtain the necessary tracking information for the replacement item. They have provided the following ***** Tracking number: ************. According to ***** records, the replacement item was delivered on Tuesday, November 12th.

      I truly hope this resolves the matter to your satisfaction. Please dont hesitate to reach out if you have any further questions or concerns, and Im more than happy to assist you.

      Thank you again for your patience and understanding.

      Sincerely,

      ***** *******
      Customer Experience Supervisor
      ********************** Tool + Equipment

      Customer Answer

      Date: 11/18/2024

       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

      Date:10/30/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Northern Tool charged me for sale tax that should have been collected by the **************************************. Northern Tool will not refund me the tax so that it can be paid to the LA DMV. Nor will they pay LA *** the tax money collected. I am seeking a refund of the taxes from Northern Tool.

      Business Response

      Date: 10/31/2024

      Dear ******,

      Thank you for reaching out to us regarding your recent experience. We apologize for any confusion concerning the sales tax charged on your purchase.

      After reviewing your case, our ************** has clarified that the trailer kit you purchased is classified as parts, which are subject to sales tax until fully assembled. Therefore, the tax was collected in compliance with state regulations.

      If you choose to license the trailer kit, we can provide a refund of the sales tax. To initiate this process, please email us a copy of the paid licensing receipt from the ************************************** at the email address provided below.

      Once we receive that documentation, a refund for the taxes, in the amount of $71.40, will be processed to the credit card you used to purchase the trailer kit. 

      We appreciate your understanding and are here to help with any further questions or assistance you may need.

      Best regards,

      ***** ******* | Customer Experience Supervisor
      ********************************************************** | **************

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Aug 28th or 29th Purchased a portable generator:Powerhorse Portable Generator, 4500 Surge *****, 3600 Rated ***** Paid over $500 including taxes ---------------------I tried returning the generator as I no longer wanted it. I never ran the generator.Was told they don't accept returns on generators after area storms. Even if the box hasn't been opened they don't accept returns.This extremely strict return policy was never disclosed to me before or after the purchase. Had I known that I wouldn't have purchased it.

      Business Response

      Date: 10/30/2024

      Dear ****,

      Thank you for reaching out to us through the Better Business Bureau. We appreciate the opportunity to address your concerns regarding the return of your Powerhorse Portable Generator.

      We understand your frustration about our return policy, especially during times of increased demand following area storms. Our policy is designed to ensure the safety and quality of our products. Unfortunately, once a generator has been filled with gas and oil, we can no longer sell it as a new unit. This policy is in place to protect both our customers and the integrity of the products we offer.

      Upon reviewing your case, our store manager indicated that we would be willing to inspect the generator. If our technician determines that the fluids can be safely drained and the unit can be resold, we are prepared to approve a return with a 15% restocking fee.

      We hope you found this resolution satisfactory, and we encourage you to contact the store directly to arrange for the inspection. Please let us know if you need any further assistance.
      Thank you for your understanding and for giving us the opportunity to resolve this matter.

      Sincerely,


      ***** *******
      Customer Experience Supervisor
      ********************** Tool + Equipment Company
      ************

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