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

  730 Center St # 5B Auburn, ME 04210-6316

• 

  Harbor Freight Tools

  126-198 Commercial Ave Ithaca, NY 14850

• 

  Harbor Freight Tools

  5185 Campbells Run Road Pittsburgh, PA 15205

• 

  Harbor Freight Tools

  639 Clairton Blvd Pleasant Hills, PA 15236

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:08/22/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered an item. They say 5-7 day shipping. I called after 5 days and talked to them they said it takes 24-48 hours to process an order. I can't get a response via email or phone now on my order.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 8, 2022/09/19) */
  In response to Mr.********'s current complaint, all of us at Harbor Freight Tools would like to extend our apologies for the shipping delays in receiving the merchandise that was ordered. This is not the level of service we strive to provide for our customers, not the level of service they usually receive, and not the level they deserve when they shop at Harbor Freight.
  
  Concerning Mr.********'s order referenced in this complaint, we have contacted the customer directly and Mr.******** has confirmed that his order has been received. We hope we will have another chance and are confident the next experience with Harbor Freight Tools will be a much better one.
  
  Thank you as well for providing this opportunity to respond.
  
  
  Consumer Response /* (2000, 10, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Harbor Freight reached out and created a new shipment for my order. The new shipment was received within 4 days as promised. Harbor freight even reached out after 5 days to confirm shipment was received. Communication was much better on the replacement order.

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to harbor freight, **************** #*****, to return a dual action polisher.
  The cashier seemed to have troubles with refunding my money and called another associate to assist her. She explained that I was going to receive $21.73 in cash and the rest ($68.93) would go back to my card. She gave me the amount in cash and I NEVER received my money on my card. I checked for weeks and have called and spoke to customer service about this issue twice! I was on hold for hours. The last agent told me it sounded like The cashier kept the money and she was going to expedite the issue and that they would call me. I never received a call or my refund. I am upset because I could have at least kept the polisher if I knew I was going to be robbed. I have documents showing proof including the receipts. I just want my money back or at least the polisher. My family shops here and so do I, but now I do not trust the employees so I will not be going back if this is not fixed as soon as possible.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for contacting Harbor Freight Tools.
  
  I apologize for the inconvenience*********** 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.
  
  After speaking with ********** I advised her that we previously attempted to contact her but were unable to reach her. Based on her previous contact the District Manager indicated that they pulled surveillance video of the transaction noted and the correct refund amount was tendered. However, ********** indicated that this was not correct and therefore I forwarded this information to the appropriate District Manager. They will review the information and make every effort to correct the situation for you.
  
  We appreciate you taking the time to provide us feedback, and again, I apologize for the poor experience. If you need further assistance, please let us know.
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/10/2022

  Type:Product 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'm writing on ************************************* 11/27/2021 he purchased ************************ Harbor Freight**************** On August 7th it stopped working, On August 8th we attempted to return the item for a replacement. The store stated that there was only a 90day warranty on the item and we did not purchase the extended warranty. We told them that we were never told of only a 90 day warranty. I called Harbor Freight and was put in contact with a manager, he reiterated that there was only a 90 day warranty. I explained to him that we were never told that at the time of purchase, that would have been a red flag. Who sells a $1000 product and doesn't offer at least a one year manufacturers replacement ?? while searching after the fact, I found that there are plenty of other ************ welders with at least one year warranties, we would have picked a different one. When i asked the manager what could be done for us he said it would be "unfair to the people who purchased a warranty if he were to help me out". Again I asked why they would sell such an expensive item with only 3 months of warranty, and again stated that I know for a fact we were never told of the 3 months, WE WOULD NOT HAVE PURCHASED IT! I am looking to have this resolved, by way of replacement . I feel that ************** was taken advantage of by Selling him the almost $1000 item and not clearly informing him of the short warranty window, that to me is bad business. Please let me know if there is any thing that can be done.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/15) */
  In response to Ms. ******** current complaint, 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, please provide me with a copy of the sales receipt. Once we receive this information we will be happy to assist.
  
  With respect to Ms. ******** concerns regarding the 90 day warranty. 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. Our return policy is clearly noted on the sales receipt and is also available on our website:
  
  *******************************************************************
  
  The option to purchase additional coverage is available at the time of purchase.
  
  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.
  
  Thank you as well for providing this opportunity to respond.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In regards to your response, The bottom of the receipt states the item can be returned or exchanged in 90days, that is not warranty information, that is in the event you are not satisfied. That statement is not for conditions of working order. If you are going to imply that all items are 90 days, i.e. your lifetime warrantied ICON tools, them we will simply stop buying from Harbor Freight. My concern is with your employees not specifying at the time of purchase that this $1000 item would only be warrantied for 90 days. Again as I stated, I feel that ****************** was taken advantage of by being miss informed by your company, This is not a $100 dollar item, this is a $1000 item. I have attached the sales receipt and I am looking for your company to rectify this by way of exchange, and you did not give me a clear response as to what your company will do except forward the information to a district manager.

• Initial Complaint

  Date:08/06/2022

  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.

  Use the phone number to find the purchase date.
  
  To start with I have been purchasing products from this company since they first opened in Vallejo California. That would make me a customer of 35 years, a land a customer with a flyer is one thing but selling substandard products is another.
  
  A week ago, I went to Pleasant Hill regarding the charger working one time. I bought the unit for the sole purpose of having a charger on hand when needed. People buy equipment, gear, tires, tools, and even food put up on the shelf as preparation for future needs.
  
  The unit failed, I used it once, and it worked, and the second time failed. Based on the hundreds of complaints on the web, you tube and BBB this model along with many others fail.
  
  The clerk was decent, he said he'll handle it, but the manager jumped in and promptly ************** *********. It was a wonderful experience to be driven from a business where reputations can die in the daylight, where the public votes with their feet.
  
  The product clearly has a high failure rate coupled with ample examples of bad reviews often specifically focused on failed electrical items.
  
  Health and Safety Issues
  Being retired, living alone, and with limited resources such as buying it again Sam on your dime! Failure is not an option they lead to fatalities with substandard products and parts.
  
  Read the statute as the product fails
  
  What's inside doesn't match the product claims.
  
  California Law: False or Deceptive Advertising is Prohibited
  Under state law (California Business and Professions Code § 17500), false and deceptive advertising is strictly prohibited. A company that violates the state's false advertising regulations could be held both civilly and criminally liable.Mar 9, 2021
  .
  
  https://********************************************************
  https:/****************************************************************************************************************************************************

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/22) */
  We will process a full refund for this customer by contacting the store location, Pleasant Hill, or if we can obtain this individual's information we can contact the customer directly and process his refund. We have further contacted our quality assurance department which will begin an evaluation and report of the charger. We hope that this addresses this customer's concerns.

• Initial Complaint

  Date:08/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a water pump 6/24/22. Sent a email the next week to return it because this is a product that is not available to be took back to the store. I still haven't got a response. I can't get through to them on the phone. They say leave your number and they will call you back a d they never call back! Can't get anything done through website either. I WA t my money back.please help. $69.54
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/08) */
  In response to************* current complaint, 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.
  
  With respect to************* return referenced in this complaint, our records show that we received her warranty form and a refund in the amount of $69.54 was issued on 7/19/2022 .
  
  If this is not accurate or if anything was missed, please let us know so we can ensure we give you the help you need.
  
  Thank you for bringing this to our attention. We value your business and look forward to serving you again soon.
  
  
  Consumer Response /* (2000, 8, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I looked.it up on my credit card and it has been refunded. I had no idea because they failed to inform me even though they had my name, phone number, cell phone number, e-mail address, and home.address. thank you for getting a response for me bbb.thank you Harbor Freight for the refund.

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Harbor Freight - Central Machinery Trencher online, there was no indication on the product page that the item was out of stock or on backorder. Once the order showed in my order history, it was listed as backordered. I called the company and was told it was in stock and would ship. I waited another 2 days, and it was still listed as backordered. I called and canceled the order, and was told that it would be canceled. I checked the next day and it was still in my order list as backordered. I emailed customer service to cancel the order and was told that the item had shipped. I told customer service that the order was canceled, and they said that they could not cancel the order and to refuse the shipment. I advised that I would dispute the charge on my card because the order should have already been canceled. The following day, my card was charged for the order (over $3700.00). I have submitted a dispute; however, I expected the charge to not happen, since I had canceled the order 3 times, and they shipped it anyway. I expect a FULL refund immediately, not within 10 - 20 business days.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 6, 2022/08/08) */
  In response to ************ current complaint, all of us at Harbor Freight Tools would like to extend our apologies for the delays in canceling the merchandise that was ordered.
  
  We understand the disappointment and frustration that our customer experienced with attempting to cancel her order and we appreciate the opportunity to both apologize and explain what happened. This is not the level of service we strive to provide for our customers, not the level of service they usually receive, and not the level they deserve when they shop at Harbor Freight. We received your request to cancel order # ********* while it was processing, unfortunately, we are unable to make any modifications to the orders while it is processing. We attempted to cancel the order once it was processed but the order had already shipped.
  
  With respect to************* order referenced in this complaint, our records show that she was in contact with a customer service associate on 08/05/2022 and a full refund has been processed. We apologize for the delay in addressing her concerns. We hope that she can accept this apology, as well as our appreciation for their continued patience. We hope we will have another chance and are confident the next experience with Harbor Freight Tools will be a much better one.
  
  Thank you as well for providing this opportunity to respond.
  
  
  Consumer Response /* (2000, 8, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was finally able to reach a manager with Harbor Freight customer service, after much discussion, I was provided a full refund. While they never did cancel the order, and I was contacted by the shipping company on 8/5 to set up delivery, and informed the company that the order had been cancelled and would need to be returned to Harbor Freight. This should now be resolved. Thank you.

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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.

  This store lies to you and has no remorse. I got an email soliciting me telling me that the item i was interested in is on stock again at my local store. If you call the 1800 number the first thing they tell you on the automated recording is that you can check your local stores inventory to check items in stock on their website. Not only did I do that which was on the 4th of july but I also called the store before leaving my house which I was told it was in stock. Once at the store first I was told that they don't have it in stock and they checked online and it does show its in stock. Then the story changed to if somebody pre-ordered the trailer and it comes to the store for them to pick it up it will reflect the stores inventory online. I never heard of such a fish tail in my life with any other business. I have called to complain only to be told I have to wait 2 weeks for the district manager to call me which it really took two weeks and the district manager had no clue of any details of my situation and informed me they would call me back tomorrow once they where at the store. Next day I get the call from the district manager who then tells me the same fish tail store the store manager told me which doesn't make any sense. You guys are false advertising and wasting customers time. The store is an hour from my house and I wasted 2.5 hours of my life on the 4th of July due to false advertisement. The process is horrible to wait two weeks which was actually 2.5 weeks to have this situation addressed. Now I'm waiting another 2.5 weeks to speak with the next higher up with is the regional manager and still have not gotten a call yet. I had to reach out to corporate which I am told that the regional will call within a few days. Any other business you can get a Manger within minutes. Not harbor freight, their system is set up to make the customer frustrated and give up from waiting for a call back. I have called several times and I am told nobody created a ticket.
  
  
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/08/18) */
  It is unfortunate that this individual had a bad experience with us. We would like to always be able to supply our customers with what they need. Even though they have not indicated what trailer was not available for purchase all of our items related to and including trailers are fast moving items. Our trailers are in high demand it is not easy to keep these items in stock. Due to the pandemic our stores have not been able to receive large quantities of certain items. There are great shipping delays and processing that we have no control over and we are doing our very best to make sure our customers can get their purchases.

• Initial Complaint

  Date:08/02/2022

  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.

  At the beginning of June, 2022, I went into harbor freight ************** and purchased a water pump. I buy lots of items from harbor freight, and I never thought I would have an issue. I purchased an extended 90 day warranty just in case. I never thought I would actually need it. I took the pump out of the box and hooked everything up, followed the directions and it wouldnt pump anything. I immediately called the store. They looked up my purchase and said since it was on the list of items that cant be returned I would have to contact customer service. I called the number I was given and was told to go online. On July 13, I went online and filled out for a refund. I received the automated response of how they are experience high volume and would answer as soon as possible and in the meantime, I csn look up my order online. I sent emails twice and have received the same exact automated email twice. I have received no refund ,no nothing. They havent contacted me outside of the automated response and here I am into August 2022, and Harbor Freight has yet to honor this refund on my 90 day extended warranty that I paid extra to get. Im one pissed customer. Cant return it to the store for a refund. Im out the money snd the water pump that I needed.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/09) */
  In response to Mr. *******'s current complaint, 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.
  
  Concerning Mr. *******'s return referenced in this complaint, our records show that we received her warranty form and a refund in the form of a gift card for $13.13 was issued on 7/25/2022.
  
  If this is not accurate or if anything was missed, please let us know so we can ensure we give you the help you need.
  
  Thank you for bringing this to our attention. We value your business and look forward to serving you again soon.
  
  
  Consumer Response /* (3000, 7, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Why in the world would they send $13 to me for a water pump that cost me over $200. That will not work for me at all. I paid extra for the warranty and nothing has been done about this. I expect a full refund for this product that you will not let me return to the store.
  
  
  Business Response /* (4000, 10, 2022/08/26) */
  Upon further review, it appears that we have processed a refund check for $235.39 on August 10, 2022. Please allow 4-8 weeks to receive the check by mail to the address you provided. I apologize for any inconvenience.
  
  Once again, thank you for contacting us and please let us know if you need further assistance.
  
  We truly appreciate your business.

• Initial Complaint

  Date:07/31/2022

  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.

  The air conditioning manifold guage was defective the store never exchanged it or replaced it the cashier acted like nothing is wrong with the item it is label wrong the valve is leaking
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/08) */
  In response to*************** current complaint, in order to properly address his concerns. We ask that the customer provides his receipt and/or item number in order to further research.

• Initial Complaint

  Date:07/31/2022

  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.

  Purchased a ******* 7 1/4 miter saw on 7/14/22
  And wanted to return due to being defective the motor stopped working. Was giving a bunch of excuses as to
  Why I can't return it 1st one being because I didn't have the box, reason for not having the box is because I threw it away because it was all beat up and taped in several spots before even buying it because employees treat the merchandise like trash even from unloading off the truck I would know as an ex employee I watched them throw all
  Big heavy items with no care at all anyways that aside also they wanted my ID witch I do not have one as I am waiting for a replacement nor should I have to
  Show them anyway when I have my proof of purchase, I even was willing to compermise and just exchange it for a better saw like *********** electric and I will pay the difference. witch they would not do ither this is unacceptable im within the return policy if I don't get a resolution here I will be filing a chargeback ******************************** Never have I had an issue before doing an exchange or return but lately HF has been very stingy and weird about a lot of things and I'm not sure why.
  
  Transaction number:******
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/08) */
  In response to Mr. ******' current complaint, I apologize for the inconvenience he have experienced with us. What he 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 have him provide the store address, including city and state.
  
  As soon as we receive the information, we will forward the request.
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Store *****
  *******************************************************
  
  
  Business Response /* (4000, 9, 2022/08/15) */
  Thank you for contacting Harbor Freight Tools.
  
  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 feedback, and again, I apologize for the poor experience. If you need further assistance, please let us know.
  
  Thank you as well for providing this opportunity to respond.