Complaints

This profile includes complaints for Harbor Freight Tools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Harbor Freight Tools

  22912 Victory Blvd Woodland Hills, CA 91367-1634

• 

  Harbor Freight Tools

  1775 Shelburne Rd South Burlington, VT 05403

• 

  Harbor Freight Tools

  124 Sycamore St Vestal, NY 13850-2061

• 

  Harbor Freight Tools

  6150 Donner Road Lockport, NY 14094

• 

  Harbor Freight Tools

  5185 Campbells Run Road Pittsburgh, PA 15205

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:01/12/2023

  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.

  my friend and i had purchased a utility trailor from this company in my friends name **** we paid for it and got the membership with a 20 discount. we opened the boxes and found a missing tire then went back and they gave us a new tire, when we got back to build the trailor we found the trailer was not the right size we then we had to take it back and they took it back because we did not sign its title certificate and when we were at the store there was a man purchasing the same trailor right size that we came for and then they did not have one in stock we asked for this trailor they said we would have to wait a couple weeks for a new delivery and they said they we could not purchase it because of its size they could order and they would get it with the order, then when they get in they would sell it to us and they would give us the same discounted price, my friend went about a month later and at the store he was denied a new trailer they said that he had to have ordered one. and then they refused to sell the one inside the store. we not only did waist valuable time waiting, we spent money and gas traveling to and from this store thats over 10 miles, to end up without a utility trailor we desperately need. now they had someone answering the phones then all of a sudden no one answering the phones, then we had no way of purchasing the item since they refused to sell us one when they had already sold ** one right at the store but the wrong size...what kind of games do they think they are playing with people. my friend **** and i are new in ********** but we are loyal customers he is a bit slow but he nearly lost it at the store, its not right what they are doing... we are still short of a trailor... they surely need to re-compensate for their lack of integrity and honesty. i had **** help me pick up the trailer because it would not fit my little car. know it would be a miracle if he would get one know. it would have to be delivered at their expense to us.

  Business Response

  Date: 02/04/2023

  Thank you for contacting Harbor Freight Tools.
  
  I apologize for the inconvenience you have experienced with us. What you described is not what we want for our customers. Our goal is to provide friendly and helpful service every day.
  
  I am happy to forward this information to the appropriate District Manager, however, please provide me with the store address,including city and state, and your phone number so we may contact you.
  
  Once again, thank you for taking the time to contact us. As soon as we receive the information, we will forward your request. We truly appreciate your feedback.

  Customer Answer

  Date: 02/10/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/04/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed an online order for item #***** icon locking ratchet and bit set. They have acknowledged the popularity of this item, yet it has been o.o.s. at nearly all their stores in the U.S. for at least 6-8 months. Suddenly they advertise it as available through their website to order with a $7.00 shipping fee. There is nothing indicating it is on backorder. Received order confirmation saying it would ship in 5-7 days. Created an online account so I could check my order. Initially it said, "in process". Two days later it said it was on backorder. Harbor Freight has charged my credit card for an item it knew was O.O.S. and had no intentions of shipping. I feel they are doing this to collect marketing information, gauge the popularity of the item, and collect payment before they order from their manufacturer. In effect a pre-order. I consider this to be a fraudulent business practice.

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 returned a Predator Generator **** on 1-3-23 at 9:06 a.m. this morning.I bought the Generator at 12:01 pm on 1-2-23 the day before. I had a coupon for $210 off the original price ( coupon #********) of $899.99, but on the Harbor Freight store coupon the original price $929.99. So, Harbor Freight gave me 20% off the price ($719.99), 20% was $180.Harbor Freight Phone #: ************ .I was not verbally told at the check out there was a restocking fee of $144. It says on the receipt that there is a Restocking Fee, but no price or amount they charge to restock. It turned out, after I talked to my son, that this Generator was too big for my camping trips, so I decided, I would bring the Generator back the next morning. The box was never opened, or did I ever take the item, Generator in box, out of the trunk of my SUV. After I returned the item the next morning, I asked them why they charged $144 restocking fee when it was not opened or taken out of the box. I also parked the vehicle right at the door of Harbor Freight, so it would be easier to return. The employee said we have to charge a restocking fee because a lot of people resell the items. So, I brought the item back, does that mean I resold the item. How can the store assume that people are going to resell any item they buy. I just feel I have been stollen from. I explanned everything to them, but still was charged $144. I feel this is a scam for the store to make money off their customers.I can see if you brought the item back after 10 days there would be a fee, but not overnight and the box was never opened or touched. Or maybe, charge a $10 fee for each day the item was not in the store.I would like my $144 back and they should not assume people are reselling items they buy and being charged for for that.

• Initial Complaint

  Date:01/02/2023

  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.

  On Dec. 21, 2022, I purchased from the Harbor Freight store *************************** (store #*****), a
  ****************************************************************** (transaction #******, ticket #********). I called the store earlier that day to see if the item was in stock and what it would cost. The person I spoke with told me it was in stock at the store, quoted the price ($259.99), and kindly agreed to put it aside for me to purchase that evening. I went to the store that evening and purchased the item.
  
  I did not use the item and, on Dec. 31, 2022 went back to the store to return it for a refund. The cashier and store manager informed me that the return was subject to a 20% restocking fee. I was not told this when I called to inquire about the item or when I purchased it--if I had been told that I would have purchased the item elsewhere. They pointed out that the receipt says "Subject to restock fee" but, again, I would not have known this until AFTER I purchased the item and examined the receipt.
  
  Because I was not informed of the restocking fee at the time I called about the item or when I purchased it, I respectfully request that I be allowed to return the item for a full refund.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Thank you for contacting Harbor Freight Tools.
  
  I apologize for the inconvenience Ms. ******** has experienced with us. What was described is not what we want for our customers. Our goal is to provide friendly and helpful service every day.
  
  I forwarded this information to the appropriate District Manager for Store #****. They will review the information and make every effort to correct the situation for you.
  
  We appreciate you taking the time to provide us with feedback, and again, I apologize

• Initial Complaint

  Date:01/01/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 wonder when Harbor Freight commercial department is going to stop with your false and misleading advertisement! Big promotion with 25% off ON ANY ITEM on a coupon, and put microscopic small letters that nobody can read that there are a whole bunch exclusions that mainly list every single item that Harbor Freight sells at there store. I wasted 2 hours driving up and down for a toolbox, I even called ahead to make sure the promotion was applicable as the last 'big' promotion of Harbor Freight also turned out to be a load of c*** And yes, it was included they ensured me. But at the register it turned out is wasn't included. It's should be time that the Federal Trade Comity takes a closer look at their false and misleading sales tactics!

  Business Response

  Date: 01/29/2023

  We regret that our customers had this experience and will reach out directly to them to make sure they have a better experience and understanding of ongoing promotions.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 19317705
  
  I am rejecting this response because:

  Harbor Freight has of course not, and most definitely will never, contact me directly to resolve the matter. Their responds on this complaint is as deceiving as their promotions, and all of their commercial behavior for that matter. Rest me assure to encourage everyone who run into their false advertising, to file a complaint at the FTC. 
  

• Initial Complaint

  Date:12/27/2022

  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.

  My son and I purchased a **************** 12" double Bevel Sliding Compound Miter saw with laser guide as a gift for my 66th birthday. Since it was night when we stop by the store located in a "questionable" are specially at night (we were coming from dinner) we just entered pick up the box, paid and headed home. My son put the box in the garage and it was until October 2022 that i was ready to rebuild the patio fence. Took the box out, open the box, place it in the table i have and noticed that it has spots all over, and at close inspection it is clear that the machine was used before -NO US- even have sawdust in one crevice, the blade shows signs of usage...So i went to the store tying to see if the item could be exchange..-no receipt-no help. After goggling information I called two different numbers from Harbor Fr...no one answered despite two days of constant tries. Contacted *********************************** a female head of department of sales. that was in Oct.22 and no one has called or contacted me so far. We purchase the item in good faith thinking that was brand new, but it was used..After close inspection of the box there is no a sticker that says the box was an open box, customer return nor refurbish. The box have double transparent tape and only when i inspected the box closely noticed that was sealed for the second time. In the pics I upload it is obvious that the machine was used before we purchase it. Stains of what i assume is the liquid used to clean the machine, and other signs of use.

  Business Response

  Date: 01/07/2023

  In response to ****************** current complaint, Harbor Freight Tools makes every effort to assure that its products meet high quality and durability standards, and warrants to the original purchaser that this product is free from defects in materials and workmanship for the period of 90 days beginning on the date of purchase or order.
  
  Concerning ****************** order concerns referenced in this complaint, we have contacted the customer and have requested additional information which can be emailed to ***************************** reference BBB CASE#: *******. Once we receive this information, we will be happy to address your concerns.
  
  Thank you as well for providing this opportunity to respond.
  

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I contacted Mrs ************ at customer service on Jan ******- to let her know that i will delay the request for information due to an unexpected contract of *****, and as soon I was able to I will proceed to respond to her request of pictures of the item. At 1/13/2023 I have not receive any contact from Mrs. ***** but i received an acknowledge that **************** received my four emails.
  I sent the extra information requested on Jan 11,2023- in the form of 4 emails each one with the picture attachments. Once again, I do not nor my son kept the receipt because: 1)item was purchase in good faith and expected to be new in a box. 2)item was paid in cash 3) never expect such a horrible experience specially when both of us, my son and I, have purchased several tools from Harbor Freeight from many years and never have any problems. So from a very good experience one never expect to find a skunk in a box when u expected a white beautiful rabbit. Finally, as I was trying to explain Mrs. ************* when she was implying that I wanted the money back, that I just want to exchange the tool (exact same) and get on with the project that has been waiting for the issue to be resolve over 3 months now. The item shows obvious signs of use and damage , which by the way to clarify...nor myself nor my son had or have used the ****** saw. I live by myself so no one have acces to my garage other than me. Thank you so much, ************************** to you and yours.

  Business Response

  Date: 01/19/2023

  In response to ****************** current complaint, we have been in contact with the customer as of 01/13/2022 and provided her with a Fed Ex shipping label.
  
  After reviewing the pictures of the item, we provided her with the option of shipping the item back. Because proof of purchase is not available, we offered a Gift Card equivalent to the last selling price of the item.
  
  Upon speaking with ******************, she indicated that at the moment due to health reasons she was unable to address this concern but once she was able to, she would contact me.
  
  Thank you as well for providing this opportunity to respond.

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Parts Washer with pump from Harbor Freight (on line). It arrived yesterday via *****. It's quite large holding 20 gallons of solution. It took me an hour to assemble. I then carried it to my shed, Installed the pump motor and filled it up. I turned it on and heard a rattling sound coming from the pump motor, but no water was pumping. I called Harbor Freight and told them what was happening and they told me to watch a video. Lo and behold, I assembled it exactly like the video and per written instructions. So I called again and told them to send me a new pump. But they won't. So now, I have to spend another hour disassembling it and spilling 20 gallons of water all over my shed. What a waste of my time and money.
  *******************************************************************************************
  
  ********
  Contact Center Senior Associate
  Harbor Freight Tools
  **********************************************
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2022/12/30) */
  In response to Mr. ******'s current complaint, all of us at Harbor Freight Tools would like to extend our apologies for his recent experience. What he described is not what we want for our customers. Our goal is to provide friendly and helpful service every day.
  
  Concerning Mr. ******'s purchase referenced in this complaint, we have contacted the customer directly to address his concerns. Mr. ******'s indicated that the item has already been returned and refunded.
  
  We hope we have another chance and are confident the next experience with Harbor Freight Tools will be much better.
  
  Thank you as well for providing this opportunity to respond.
  
  
  
  
  
  Consumer Response /* (3000, 7, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because of the time I lost in assembly and disassembly. Furthermore, I was not refunded the shipping costs upon return, nor was I refunded the $29.95 Harbor Freight Inside Track Club. The Store people are very kind and considerate. The people in support are...unsupportive.

• Initial Complaint

  Date:12/16/2022

  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.

  I visited the company website, that offered a free bucket with minimum purchase. Coupon illustrated a Bucket filled with tools. I attempted to redeem the coupon at ****************************************************************** location and was told tools were not included. I reviewed the coupon fine print and there was no mention of "Tools Not Included", or a "Value for the Bucket". I called customer service spoke with ****************. I explained the issue. She agreed that coupon did not state that but it did not state "Tools Included". She offered a $20 gift card, I told her the coupon was misleading and should be honored since it was not clear. She stated it may be, but there is no way Harbor Freight would give out those tools.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */
  In response to Mr. ****'s current complaint regarding the Free Bucket with purchase, the gift offer mentioned in this complaint was specifically for a free bucket as stated on the fine print of the coupon.
  
  Concerning Mr. ****'s order referenced in this complaint, we will contact our customer directly to address his concerns.
  
  Thank you as well for providing this opportunity to respond.

• Initial Complaint

  Date:12/15/2022

  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.

  I purchased the safe on 12/3/2022 on *************. *********, **. I read the brochure that they will not make replacement keys. I went to a Locksmith and was informed that they would not be able to make replacement keys nor can the manufacture make the replacement keys. I was given two keys. I would not have purchased the safe if I knew that I would not be able to have additional keys made, if I would happen to lose these keys by chance I would not be able to get into the safe unless I hire a locksmith.

  Business Response

  Date: 12/19/2022

  In response to ****************************** 's current complaint, we understand his concerns regarding the replacement keys for his safe however for customer security, Bunker Hill ******** / Union Safe / First Alert does not provide replacement keys for safes.
  
  if for any reason he is not satisfied with an item purchased from Harbor Freight Tools, they may return the product within 90 days for a full refund
  
  Thank you as well for providing this opportunity to respond.
  
  

  Customer Answer

  Date: 12/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Union safe missed the point, I was misled due to their poor labeling. If the box had a sticker or label that no keys would be made, I would not have purchased the item. This item is ADVERTISED as a 10-gun key lock SECURITY CABINET, NOT A safe. I worked for a ************************ for 35 years making expensive purchases weekly. Union is hiding behind not making replacement keys for their safes, not what their advertising as a SECURITY CABINET. Now the customer is expected to take it or return it. I am trying to protect my grandchildren by locking my rifles. A security cabinet has a single point of fail-er unlike their safes which has a digital keypad and a key as a emergency back-up. That is why there should be replacement keys available. All I am asking is for 2 replacement keys made at my expense.
  I recently had 2 replacement keys made by HARLEY ******** MOTORCYCLE in my hands in 3 working days, this request is not uncommon. I was told by a locksmith that these are specialized key, or I would not have said a word. As a consumer Harbor Freight and Union Safe both should be trying to help rectify this situation not sweep me under the rug.
  *************************************
  ************

  Business Response

  Date: 01/16/2023

  In response to ********************************** current complaint, we have contacted the customer directly but were unable to reach him. Once we can speak with our customer, we can gladly provide alternative options to work with him on resolving his concerns.
  
  Thank you as well for providing this opportunity to respond.
  

  Customer Answer

  Date: 01/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received an email on January 13th that my complaint was canceled, so when I received a call from Harbor Freight on January 17th I was surprised. The complaint department and I had a good conversation, but we agreed to dis-agree. 3-4 hours after hanging up I received a call that a family member had passed away, so I had to take care of family business for a couple of days. I bought the 53" tall security cabinet to fit my entire family's weapon's, important documents in one place. That way all my grandchildren are safe. Another reason I purchased sku#***** is that I can give a key to my 2 boys, myself and my wife without a combination. The only other item that would come close to the size I need is a electronic security safe (sku# *****) which is $219.99 more than I previously paid. To me it is economically un-feasible for me to purchase 2 keys for $10.00-$20.00 instead of $219.00 with only 2 keys. Keep in mind that the safe box did not tell me that no keys could be made, I purchased a "security cabinet" NOT a safe. A safe normally has 2 means of entry, this cabinet has a single point of entry. It makes No sense for Harbor Freight to lose a 20-25-year customer for not making 2 keys at my cost. I purchased items for a national security company all over the world for 35years. I would be very happy to discuss this matter further with Harbor Freight at any time, please call or email me.
  Thank you,
  *************************************
  ************
  or
  ******************

  Business Response

  Date: 01/31/2023

  Thank you for contacting Harbor Freight Tools.
  
  We have been in contact with ****************************** as of 01/17/2022 to address his customer's concerns and explained that for customer security, UNION SAFE COMPANY does not provide replacement keys for gun cabinets. At this time replacement keys are not available however, we forwarded his feedback to the appropriate department to provide visibility. ********************************** feedback is truly appreciated as it helps us to continually improve our products and services.
  
  Once again, thank you for taking the time to contact us. We value your business and look forward to serving you again soon.
  

• Initial Complaint

  Date:12/14/2022

  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.

  I bought a quart of Bondo that I planned to use on a project for a client. I ended up using some clay that I had on hand and open already. I never opened the Bondo. I went to return the Bondo that I had never taken out if the bag and they wouldn't return it. The cash register had printed out a receipt that said "No Returns on this product." Now, nobody mentioned this when they charged my debit card, or I never would have purchased it. The manager was unable to return this item. Their computers simply will not allow returns on this item. So I called the company at ************** and they said that since it says it on my receipt, there is nothing they can do. In reviewing the return policy, I have done everything I was supposed to
  The cashier neglected to tell me. The store manager and the lady at the 1-800 number both told me that sometimes the cashiers forget. And there is nothing that can do and nobody else I can call. That is not a good answer for me.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/30) */
  Thank you for contacting Harbor Freight Tools.
  
  I apologize for the inconvenience Ms. ******* has experienced with us. What she described is not what we want for our customers. Our goal is to provide friendly and helpful service every day.
  
  I forwarded this information to the appropriate District Manager for Store #***. They will review the information and make every effort to correct the situation for you.
  
  We appreciate you taking the time to provide us with feedback, and again, I apologize for the poor experience. If you need further assistance, please let us know.