ComplaintsforNorthern Tool and Equipment Company Inc

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  company refuses to stop sending emails!!! I did like this company and shopped there but because they refuse by phone and email to stop sending tons of emails I no longer like this company and will not do business with them because they have no customer service and refuse to stop the emails.

  Business response

  07/09/2024

  Dear valued Customer, 

  We are sorry to hear that you are having troubles with being removed from our email mailing list. I have unsubscribed your email address and have changed the account you have ordered under to no longer send out promotional emails. Some of our emails are prescheduled so you might receive another email or two that are already pre-queued to send out, but after that should stop receiving them. In the event you are included on a different mailing list or under a different email address, there should be an unsubscribe link at the bottom of each of our emails that you can click on to get removed from the email list. 

  We apologize for any inconvenience. 

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

  Customer response

  07/09/2024

   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

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Bought a Pressure washer with heater online on june 15, never received a n email about my order but printed out a sales receipt that said expected delivery june 21-june 28. A week later I called about my order since my card had not been charged and was told it had not shipped yet and my card would not be charged until it arrived at the store. Called on the 4th of july and was told it was still in shipping and may arrive in 2 weeks but checked my card before calling and they had ran my card. so went from 1 week to 2 weeks to possibly four weeks before delivery to their store. I wanted the order cancelled since they appear to be lost about it but was told they can't cancel or refund until it arrives at store. I could understand this if I had been the one that picked the delivery but NORTHERN picked how it was to be delivered. If they don't trust the delivery company why do they use them. There is NO REAson why I have to wait who knows how long to be refunded and I now am facing having to make a payment on my card and being cherged interest. They refuse to do anything about this except start a return AFTER the machine is at the store but that will be at their discretion since they own the shipping company. The company did offer a $25 credit for my troubles

  Business response

  07/11/2024

  Dear Valued Customer, 

  I apologize for the inconveniences you have experienced. 

  I made an exception and issued a full refund to your **************** card on 7/9. I have contacted the store with the Return Authorization information, so they can check it back in for return once it arrives at the retail store. The refund should be on your card within the next business day if it hasn't shown up on your account yet. We are sorry for the delay and hope this helps with your resolution. 

  Regards, 

   

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

  Customer response

  07/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. Should have never reached this point.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is the second time I have had to file a complaint against this business. I again am stating that this business is collecting credit card information and NEVER contacting or fulfilling the online order. Furthermore I am accusing the company of shipping and selling my backorder. I have spent many hours trying to get my order, but as of today, July 4th, I have never received any communications from them. This is now my second complaint about this matter. I am now asking for a formal investigation into this matter. Where is my order? Why haven't I received any communications? This is completely unacceptable! I have been waiting months, filed two complaints and still have not heard anything from the company. Someone should be fired! I am needing them to supply me with a concrete mixer of equal or greater in size, that is available NOW. Can someone please explain what is happening and why no one has contacted me. Again, this is the second time I have had to file a Complaint.

  Business response

  07/09/2024

  Dear Valued Customer,

  We apologize for any inconvenience caused to you. There are laws about the amount of time we can keep an item on backorder, and we are required by law to send a notice and get verbal consent from customers if a backorder goes over 30 days. If we do not hear back from a customer within 60 days, then we are required by law to cancel the backorder. Here at Northern Tool & Equipment, we do not bill your credit card until your order processes to ship out, so at this time, nothing has been billed to your credit card. I will take this letter as your consent that you want to keep this order on backorder until it arrives at our warehouse and have flagged your order with your consent so that it will not cancel. You no longer need to call us about this.

  I apologize if we were not available when you did try to call. Our *************************** is open Monday - Friday, 7am - 8pm CST and Saturdays - Sundays, 8am-5pm CST.  It may have been that you were calling after hours if you were not able to get through to someone to assist you over the phone. 

  To clarify, we have marked the backordered item with your consent to keep it on back order and now it will not automatically cancel after 60 days. Your item is estimated to arrive into our warehouse around the last week of July from the vendor. Once received we will then process the charge of $162.36 to your Credit card. Once it is shipped out your item will be delivered to the Northern Tool Retail store in ******* TX for you to pick up. 

  Customer response

  07/09/2024

   I am rejecting this response because:
  
  I still DO NOT understand why I had to file two (2) Better Business Bureau complaints in order to get a response and that is unsatisfactory.  I NEVER received a call.  I have waited months and want a valid explanation.  My time is valuable and I was made to file two Better Business Bureau complaints, which took hours!  This has got to be the worst customer service I have ever received (and I'm 54 years old).  I want my complaints and this response to be published so that the public will know what a horrible experience I have had with this poor excuse for a company.

  Business response

  07/11/2024

  Dear Customer, 

  We apologize for the delay to your order. We receive this item from the vendor and apologize for any delays to the backorder. I assure you that we did not sell the product you had purchased. We ship orders out in the order they are received. We cannot guarantee backorder due dates as we are at the mercy of the vendors who provide products to us; however, we try to provide our customers with the best estimate for when they will arrive to us to ship out based on the information we receive from our vendors.

  I do see that you did submit your first complaint on 6/1/24 and I did respond to that complaint on 6/4/24 with the information that I had in regards to your order. The complaint was sent back to us as resolved. I am sorry if you did not receive the information from my response last month.  

  In looking at your order, it did arrive at our warehouse and processed for shipment on 7/3/24 and has arrived at your local store on 7/10/24. Our records indicate the retail store has contacted you and has confirmed that your order was picked up.  

  Please let us know if we can be of any further assistance. 

   

  Regards, 

   

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked at northern tool in ********* mn n haven't got paid yet or my hours I worked 7 hours for them a month ago n manger keeps putting me off not to pay me not sure I get my money they owe me for working there

  Business response

  07/09/2024

  Good Afternoon, 

  I checked with our payroll department, and they indicated that they sent out the payment last week.  

   

  Thank you, 

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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been given the runaround on a order that was canceled due to a backorder. I did not receive my full refund. I have called multiple times over the pass 2 weeks and no once has been able to assist me. I have been told that my case would be escalated for a resolution and someone would call me back but no one ever calls. When I call in, I am told that it's not their problem and I need to call my bank and when I call my bank, they are telling me that Northern Tool has not refunded me. I will be contacting a lawyer if this is not resolved asap. This is THEFT!!!!

  Business response

  07/01/2024

  Dear Valued customer, 

  I am sorry to hear about the troubles you have been having with your order. 

  When an order is placed for a back-ordered item, we may verify that funds are available and that will put a pending charge on your account that will automatically drop off. We do not physically bill the credit card until the item comes into stock and processes to ship out.  Since this order was cancelled prior to it coming into our warehouse, it stopped our billing process from happening. I do not show that any billing took place on the order from 6/14/24 for item #***** (Dewalt Drill Driver).

  All banks are different when it comes to how long it takes for any pending charges to drop off, some take 1-3 days and some can take up to 30 days depending on the bank. If there is still a pending charge on your account, you may contact our ************************** at ************** and provide them with a Fax number and department or contact name for your bank for them to send a Drop Authorization form to give permission to drop pending charges earlier than normal. 

  Please let us know if need any further assistance. 

  Regards, 

  *****

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed on line order, ********, on May 12, for a Northern Tool Item, to be delivered to their Store in *******, ***** for pickup. It shipped from ************** on May 20th and arrived in the ******************* on May 28th. Since then it has been sitting there and they for some reason cannot get it over to the destination in ******* ***** for me to pick up. Every time I call, customer service says it is waiting on a truck. I need them to complete the shipment for pickup.

  Business response

  06/06/2024

  Dear Valued Customer, 

  We apologize for the delay to your order. Free store delivery was selected as the shipping method for this order, which means that it goes on a weekly retail truck from our warehouse to the retail store at no additional cost to you. The warehouse that delivers to your local store did not have the inventory on hand, so the inventory had to be transferred from a different warehouse. I see in the notes that an email was sent to you at ********************** explaining the additional delay to the item. Tracking now shows your local retail store received this item into their store today and should be contacting you when it is ready for pick up (if they haven't already contacted you). Due to the unexpected delay, I am emailing you a $20 Virtual Gift Card that you can use at the retail store, online or to place an order over the phone.  

  Thank you,

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

   

  Customer response

  06/06/2024

   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

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a DuraVent DuraPlus UP Through the Ceiling Basic Kit. Northern Tool sent me a "Through the Wall kit". I emailed them to get a return and complete Refund of $ ******. I was told over by phone to set the large box out on my pourch and once it was picked up I would get my Refund. It's been 12 days since the wrong kit arrived and they have not picked up the kit. I don't know why they are stalling and I don't want a replacement since I already bought the correct kit from another company and it is already installed. I would like Northern Tool to pick up the large box and send the full refund of $ ****** to my Credit Card. Order Date. May 15, 2024 Order Number ********. Thank you for help in getting this issue resolved.

  Business response

  06/10/2024

  Dear Customer, 

  We had issued a new ***** call tag to return this item. It now appears that ***** has picked up the item and it is on its way back to our warehouse, due to arrive on Tuesday 6/11/24. Once it is checked in at our warehouse, a full refund will be issued to your **** card.  

  Thank you, 

  Traci 

  Customer response

  06/12/2024

   I am rejecting this response because:  I am rejecting this response because: My Credit Card account shows a $16.49 "Pending" added to the account Not the full refund. This what my Credit Card account shows. "Jun 11, 2024June 11, 2024 NOR*NORTHERN TOOL ************ ** Category Pending +$16.49."  The total reund is $291.48 not $16.49. Northern Tool owes me $274.99. 
  
  
  

  Business response

  06/13/2024

  Dear *******, 

  I apologize for any confusion. I noticed that the shipping was not being refunded on the return that was set up, so I went ahead and refunded the shipping charges right away ($16.49).  We are still waiting for the item to be returned to the warehouse.  Once it is checked in then the remaining refund of $274.99 will be issued to your **** card (totaling $291.49).

  Let us know if you have any further questions.  

  Thank you, 

  *****

  Customer response

  06/18/2024

   I am rejecting this response because:  It has 12 day's since FED EX picked up the box and Northern Tool has NOT refunded the $274.99 to my account. 
  
  
  

  Business response

  06/18/2024

  Good afternoon, 

  It appears that ***** had some challenges with the Barcode which created a delay in the item being returned.  Our warehouse just received it in today and has initiated your refund. It may take 1-3 business days to see the $274.99 posted to your credit card account.  Let me know if you have any further questions. 

  
  Thank you, 

  *****

  Customer response

  06/21/2024

   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. This is the exact reason why the Better Business Bureau is needed. I feel without the backing and power of the BBB this return would of been pushed out pass the "Return deadline" Thank you for your help and protection againt a broken company. Have a great day. Will  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased bagger ( order #********) for riding mower on 4/24/24, could not attach shoot. Bolingbrook store said bring bagger and machine in and they would have a tech look at it. Rented a trailer, took to ***********. Don't fit my machine, they would not keep it and credit my credit card. Finally on 5/2/24 I received return authorization #CM1082721 , went to ***** to ship and they want $200.00 to ship. $200.00 to ship plus 15% restock fee is crazy for a $308.49 item. I'm willing to take it to *********** store and get a refund to my credit card or send me a prepaid shipping label to where ever they want.

  Business response

  05/15/2024

  Dear Valued Customer, 

  We are sorry to hear that ***** is charging you so much for the return shipping.  As a courtesy, I have made an exception to allow you to return this one to the Bolingbrook retail store using Return Authorization #********. Once returned a credit for the bagger will be refunded to your Discover card less a 15% restock fee.  

  Feel free to contact me at ************************, if you have any further questions.  

  Regards, 

  Traci 

   

  Customer response

  05/15/2024

   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.

  I will return the item to the Bolingbrook store, but I do feel the 15% restock fee is a bit much. I am willing to compromise and return the item .

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 6 2024, paid Northern Tool $60 for warranty repair of an Ego lawnmower. Have not received said service 8 weeks later. I only get pass the buck to Ego information. Ego has not been helpful. The mower is 13 months old. I would like my mower repaired or replaced or refunded.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately three years ago I purchased a **** Built TB 30 rear engine lawn mower. It was not very long before I started having problems with the steering. I had it repaired once under warranty, but it wasnt long before the problem returned.I would believe other owners of this model would be having the same problem.

  Business response

  05/07/2024

  Dear Valued Northern Tool + Equipment Customer,
  
  We are sorry to hear that you are having some issues with your ****-Bilt Rider. 
  This Rider was shipped out to you on 7/10/2020, 3 years and 10 months ago.  These units are manufactured and shipped direct from ***. MTD handles the warranty claims on these units. However, the warranty on this unit is 2 years, which expired in July of 2022.  
  MTD can be reached at ************, if you would like to talk to someone about troubleshooting or finding a local service center to bring it to, to have it repaired.
  We apologize for any inconvenience.
  

*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. ↩