mark s Npb

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Verified Reviewer

Being charged and no product

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I ordered Nov.26 ,2020 and was told then that it could be as late as Dec. 12 . I contacted Northern tool and was told that my order was shipped and was at the springfield mo location. I went out to pick it up on Dec. 19 and only 2 of the 4 items was there. I refused the order. My C.C. has already been charged and I have no product.
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Preferred solution: Full refund

User's recommendation: Stay away from spfld location

ray w Sjv

Rebate cards

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very bad customer service will do as they say just put you offno
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Loss:
$100
Pros:
  • Wide variety of products
Cons:
  • Employee lack of concern

Preferred solution: Deliver product or service ordered

John E Awa

Refused damaged equipment and got no Refund

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Northern Tool And Equipment - Refused damaged equipment and got no Refund
I ordered a Band Saw for over 800.00 from Northern Tool with an estimated delivery date of 5 to 7 business days. After 14 business days passed i called to see where the order was and kept getting referred to the shipping company NT used for the order. When the band saw did finally arrive I inspected it before i allowed the driver to unload and the saw was damaged so i refused delivery. When I call NT for a refund they indicated i would get the refund right away. The order was placed on 9/8/2020 and it is now 10/5/2020 and still no refund.
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Loss:
$900
Cons:
  • Shipping standards are poor
  • Length of time it took to look at my equipment

Preferred solution: Full refund

User's recommendation: Buyer Beware DO NOT ORDER from Northern Tool and Equipment you will be sorry you did.

Jon C Vzg

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Verified Reviewer

Ironton tools

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The switch fell apart after minimal home use. Just flat went to pieces just by turning it on. It is a wasted piece of junk now
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Loss:
$60
Pros:
  • I like the store and people
Cons:
  • Ironton products

Preferred solution: Replace my grinder with a better quality one

User's recommendation: Do not buy Ironton products

Neil S Sua

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Verified Reviewer

Terrible Shopping Experience

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I ordered this product 6/22 not knowing that it wasn't in stock - hate when company's are not up front about that. Called customer service 7/3 as no shipping info is available on website was told it had shipped. Called again on 7/10, once again because no way to get info from website and the "helpful" chat window isn't working - was told it was delayed but I would be billed when it shipped and tracking info would be updated at that time. Got billed on 7/10. On 7/17 got email saying part of the order would be delayed (Xfer switch) until at least 7/22 and no tracking info on the generator "please do not respond to this email". Visibility into your $1500 purchase on Northern Tool is horrible - wondering now if I should cancel and what hassle it would be to get my money back from a company that clearly has no control over its supply chain. My advice to you - if Northern tool has it in stock they have good product. If they say it will be ordered from manufacturer don't walk away - RUN!. Terrible buying experience. May improve rating if I ever get the generator. Beautiful thing is says dont include shipping concerns in reviews - guess they already know they have a problem and have decided to handle it by making sure nobody can tell anyone else. Going to add google review of Northern tool to make sure other consumers understand what they are dealing with.
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Pros:
  • Average prices
Cons:
  • Length of time it took to look at my equipment
  • Customer service
  • After sale treatment

Preferred solution: Deliver product or service ordered

User's recommendation: Do not order online

Shar S Epd

Customer service is horrific!!

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They will not respond! Have called, transferred, they've disconnected me over and over. They will not respond to email or phone calls, or they just say they'll transfer and cut you off. Horrible horrible company customer service.
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Cons:
  • Customer service and lack of concern
  • Customer service

User's recommendation: Don't buy anything from them!!!

Muhsin S Bma

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Verified Reviewer

I am dissatisfied with my service

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Northern Tool And Equipment - I am dissatisfied with my service
Northern Tool And Equipment - I am dissatisfied with my service - Image 2
Dropped off a generator for one reason and when I went to use it the outlets had been compromised because of the work done prior. Went back after the 30 day because that's when it was noticed asking if they could resolve the problem they had created, told the fee was going to be waived. Came home with it finally fixed and charged for it. Random screw placed to fix their improper handling. Beside myself with the lack of professionalism and mistreatment as if I came to the establishment to purposely complain and not have an item fixed per the original visit
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Loss:
$700
Pros:
  • Wide variety of products
Cons:
  • Customer service

Preferred solution: Full refund

Mike W Bqn

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Verified Reviewer

Poor customer service

I ordered a pickup tailgate ladde. In a week a fedex email said it was delivered but it wasnt.

Customer service promised to look into it and call back, they did not. When i calked them they did a tracker on item and fedex claimed it was delivered. My home cameras confirm no delivery of item however only help i got from northern was advised to file a police report even though i was positive it was never delivered. They would not do their job and deal with the shipper(fedex) and try to resolve the issue.

I was forced to go to my credit card co.

And request a chargeback. Northern has definitley lost my business in the future.they finaly just said they would send a replacement but rudely stated it it doesnt arrive this time dont bother them with it.

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Preferred solution: Apology

User's recommendation: Dont think customer service will help with an issue, theyre very poor at it.

Reg P

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Verified Reviewer
| map-marker San Antonio, Texas

A Final Lesson Learnt

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After years of faulty products (not to mention the NEVER KINK hoses that always kink) I have finally had the indignity to admit defeat with these retail scammers.Bought a rotary tool set 5 weeks ago, plus an additional 2 year extended warranty beyond the manufacturers warranty. The tool fails in 5 weeks, the store replaces the item but then cancels my 2 year warranty plan and insists I buy another one. What happened to the manufacturers warranty? I had 12 months on that? I paid a 50% premium for the warranty.
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Preferred solution: Let the company propose a solution

User's recommendation: Dont buy the extended warranty, its a scam

Matthew G Otb

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Verified Reviewer

Worthless

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Just because there aren't zero stars. I ordered a generaand. (In stock) on February 2nd. I didn't receive a shipping notification for two weeks and called to check on it. I had recieved an email coupon for a 200 dollar gift card in the mean time, and called customer service. I spoke with a fellow named Jonathan and asked if, as a thanks for my patience, this gift card could be applied to my purchase, he checked and said it wouldn't be a problem. I thanked him and followed with a question about when it would ship. He apologized and responded with March 17th. That sucks, but if they would honor an after-the-fact coupon I would be happy. I got a hard copy letter that week that stated the shipping would be delayed until March 10th...weird. I called again on March 18th, as I had not received a shipping notice. This time the lady on the line could find no record of my conversation with Jonathan, and I have to assume that in her ineptitude, she hung up on me accidentally. I immediately called back and was told that the notes were still there and that there were 325 units scheduled for delivery that Friday and the new shipping date was March 27th. OK, I'm very upset at this point but it's almost here, right? Wrong. I get another hard copy letter that says if my order isn't recieved to Northern by April 1st, it will be cancelled unless I call. So I call, and get John, (presumably Jonathan from before), and he tells me that the orders are being filled faster than they can receive them, and that there's no guarantee on when I would even get it. 2 months, and pitiful communication and zero pride in what they do. Ok, let's cancel the order and start the review train. If I could curse in this review, it would go something like this... *** YOU NORTHERN! I WILL NEVER, NOR LET AN EMPLOYEE, BUY OR ORDER FROM YOU AGAIN. CUSTOMER SERVICE ALWAYS GETS WHAT IT DESERVES.
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Cons:
  • Everything so far

Preferred solution: Let the company propose a solution

User's recommendation: Worthless

jim w Jkr

Customer Service

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Waited for 1 hour and 17 mins. for someone to answer !!!! They must only have one person working in Customer service.
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User's recommendation: good luck

Anonymous
map-marker Plano, Texas

30+ Minutes

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When you wait over 30 minutes for customer service representative to answer you know they've got serious issues. Do they not have enough representatives to handle the volume of calls - or does their shipping/receiving department at warehouse have issues in pulling orders for delivery to the stores, therefore leaving customers to track down their own orders thru Customer Service only to be told IT SHOULD SHIP TO YOUR STORE ON MONDAY. I got that same answer 12 days earlier from Customer Serv. AND IT STILL HASN'T SHIPPED....
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User's recommendation: Don't order items online- they can't track and can't question warehouse why this has not gone out for pick up at stores,

Kevin M Ugm

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Verified Reviewer

Aggravation and incompetence

I ordered a maintenance kit for a generac generator from them. It took forever to get here. When it finally arrived the packing slip said it was for my generator. I drained the oil, took out the spark plugs and the air filter, then put the oil filter on. When opened the plugs and air filter, they were the wrong ones. I called customer service to explain this that I had used the oil filter. I wire brushed the old plugs off, blew the old air filter out and put them back in. I can't send it back because I used the oil filter. They wanted me to pay to send it back, more trouble and money than it's worth for their mistake. If you want good customer service, don't deal with this company.
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Loss:
$21
Cons:
  • Customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Stay away if you want good customer service!

Anonymous
map-marker Houston, Texas

I purchased a chainsaw and never heard back from the store ,I thought they wanted my business

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I wanted to be notified of specials and maybe receive a coupon or two.
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Maynard J

Horrible customer care

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Northern Tool And Equipment - Horrible customer care
Northern Tool And Equipment - Horrible customer care - Image 2

Horrible to deal with. Ordered an axle which arrived 2 days later than they stated.

Spring mounts were missing and neither threaded end of the axle was covered. Left in the dirt by the shipper. Ordered on June 24th arrived July 2nd. Customer service was notified about the missing pieces on July 2nd.

Zero response when I called over and over for an update and notification that they received my pictures.

Finally after 15 phone calls and a complaint to the president of the company they called me back on July 11th and told me the axle manufacturer couldn't find any request from Nothern to send out the parts and they would be sent that day.

July 16th I received notice from the axle manufacturer Dexter that the part would arrive on the 18th.

Thanks AL the president and the rest of the company for the worst purchasing experience I have ever had. I see how you have earned a 2.2 review on Google.

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Loss:
$1
Pros:
  • Average prices
  • Handy wide range of products
Cons:
  • Horrible customer service
  • Sloppy product
  • Horrible follow up
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered