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

  8884 Waltham Woods Rd Parkville, MD 21234

• 

  Harbor Freight Tools

  45 Highland Ave Seekonk, MA 02771-5805

• 

  Harbor Freight Tools

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

• 

  Harbor Freight Tools

  126-198 Commercial Ave Ithaca, NY 14850

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:11/12/2024

  Type:Service or Repair 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 charger for maintaining my battery at your store in *******, *******. A week later, it failed. I went with the original receipt and asked for an exchange. I was informed that I have to join the mailing club advertising list to return it. The original receipt was bought without giving out personal information and forced to join if I don't care to. I was unsuccessful at best. I use ******************* and never have any issues... they go beyond the call of just regular service. This ***** I've had too many problems just with lazy unprofessional management. I ask to be told where I can find an item... and 1 of the two employees point down the row and keep talking. I asked for help, and they both said, "we have to stay up front at the door where people come in. Just sounds illogical to me. Never had any problems anywhere else across the nation. I can't return the defective item, nor can I argue with unprofessional ill trained management or employees. So, with my phone, I took a picture with the two (defective and new) with the receipt sitting on the cashier table. I WAS IMMEDIATELY YELLED AT and thrown out of the store and told not to come back!I don't know why all this happened, but the cashier said that "people fake receipts!" Which again seems illogical to me. I don't know. I'm just a simple customer. Thank you

  Business Response

  Date: 11/13/2024

  Hello,

  I am in receipt of the complaint filed by ******* *****. In response to the complaint, I will need Mr. ***** to send me a copy of his receipt or alternatively, the date of original purchase, store number and ticket number listed on his copy of the receipt he has as I was unable to locate this on my end. Once I get a copy of the receipt, I can review the matter further and respond to his concerns.

  I would like to thank you for providing us with the opportunity to respond to Mr. ******* complaint. Thank you.
  

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising 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.

  After using the in-store app and confirming with a store employee, I was led to purchase a 9500 (257 pound) preditor generator along with an extended protection plan. with the assurance this was the right generator for my application and unfortunately after I opened the box I realized it was NOT going to work for my application as told by the employee and in-app. After realizing i was given false information and it was NOT going to work i went to return it and before asking for helping with unloading the 257 pound generator along with the original packaging I told the employee i needed to make a return and that is was open but unused as it was incompatible with my rv's needs as originally told and only after bringing the 257 pound generator into the store was i told there would be a 20% restocking fee of $460 because of their open box policy even after I informed him I was led to make the purchase after using the in store app and consulting an employee. Both confirming this generator was what I needed. I have since spoken with 3 different customer service representatives with **********************. With the end result being a $300 in store credit and not the refund of my $460 that I feel should not have been imposed due to their open box policy because of the fact that I was given false information through their in-store app and their inexperienced employee. Because of this I request a full refund and compensation for my time. Compensation to be determined and based on the length of time it takes to resolve this.

  Business Response

  Date: 11/13/2024

  We have received the complaint filed by Mr. ******** In response, Harbor Freight charges a 20% restocking fee for returned items, except when: the item is unopened and in new condition, exchanged for an upgraded product in the same category, replaced under an **************** Plan, or replaced under manufacturer warranty. Unfortunately, the restock fee will apply once an opened item is returned for a refund. We will contact Mr. ******* directly to address his concerns.

  Thank you for allowing us the opportunity to respond. 

• Initial Complaint

  Date:11/05/2024

  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 purchased a pressure washer from Harbor Freight. An employee helped me select the pressure washer. He said the pressure washer I selected would fit my needs. I put the pressure washer together but never used it. After I put the pressure washer together, I read about how to use it. That is when I realized that the pressure washer would not work to clean our driveway. The instructions said do not use a garden hose that is longer than 50 ft long because it would damage the motor and affect the pressure. That would not work to clean our driveway. I even called the customer service number. They said not to use our 100 ft hose because it would damage the motor and there would be insufficient pressure. I did not use the pressure washer, so it was as new as when I received it. I was not aware that there was a 20% restocking fee. I am ************************************************************************************************************* small print. We bought it on September 20, 2024, and returned it on Nov 2, 2024. I returned it way within the 90 days. I did not know about the 50 ft hose limitation until I opened it.

  Business Response

  Date: 11/06/2024

  I am in receipt of the complaint filed by Mr. ****************** understand the frustration, but the policy is clearly stated on the shelf,below the price tag, on the customer's receipt, and on the website under 'Product Overview.' It outlines the conditions for waiving the restocking fee.
  
   The policy states the conditions under which we waive the restocking fee:
  
  -             Item is unopened and in new condition
  -             Item is exchanged for an upgraded product in the same category
  -             Item is replaced under an **************** Plan
  -             Item is replaced under manufacturer warranty
  
  
  We provide alternatives to avoid restock fees. You can exchange the item for a product of equal or greater value, and we'll waive the fee. However, a restocking fee applies if the product is returned for a refund in an open condition.
  
  We would like to review this further and ask that Mr. ******* provides us with a copy of his receipt. Once we review this information we can respond to him directly.
  
  Thank you for allowing us the opportunity to respond to Mr.Shumards concerns.
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22515900
  
  I am rejecting this response because:  3 reasons:  I did not see the Return Policy under the price tag at the store:  It could be because I do not carry my reading glasses everywhere I go, and I cannot read without my reading glasses.

                                                                                   I did not know about the return policy until after I had opened the box and found that we could not use it because the maximum length of the hose is 50 feet and there are places on our                                                                                    driveway that need pressure washing and are more that 50 feet from the nearest water spigot.

                                                                             I would like to send the company a copy of my receipt, but the company failed to say where or to whom do I send the receipt to?  Request clarification as to an address and name of whom I                                                                                    am to send the copy of the receipt to.

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 11/08/2024

  In response to Mr. ********* concerns, the receipt can be attached to this complaint. Should you encounter any difficulties, please reply with the following:

  Date of Purchase

  Ticket# 

  Transaction #

  Store #

   

  Thank you

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22515900
  
  I am rejecting this response because:  Nothing has been resolved.  I do not know how to attach the receipt to this complaint so I figured the only way to respond was this way:

   

  Date of Purchase:  9/20/2024

  Ticket # ********

  Transaction # ******

  Store # *****
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/04/2024

  Type:Product 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 recently purchased a display model. I wasn't going to but the staff talked me into it telling me I could always return it if I had any problems. The display model was not assembled correctly and did not come with any paperwork or packaging that would make me aware of that. The first mention of a 20% restocking fee was printed on my receipt. In the state of Oklahoma all terms must be discussed and agreed upon prior to the transaction. Printing it on the receipt after the sale does not legally obligate me to that. Harbor freight has illegally retained 20% of my original purchase price. I am seeking resolution.I contacted customer service and was provided a gift card "for the inconvenience". I told them at the time they issued the gift card that was not an acceptable refund. They assured me it was not a refund, just a gift card for the inconvenience of the experience. I am still owed the last 20% of my refund.

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair 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.

  We purchased a predator generator from Harbor Freight because of Hurricane ****** to power an RV. The generator kept tripping out and would not reset on initial installation. We called Harbor Freight help line and the gentleman immediately knew what the problem was and admitted that these generators had issues sometimes with RVs. They are marketed as an RV generator. After talking us through trying to reset several times he suggested we take it back as there was obviously an issue with the generator. We are 1 1/2 from the nearest Harbor Freight store so driving back and forth is not a viable option. My sister in law returned it for us and bought another brand. He borrowed a Dewatt for a night and it ran fine. We are still using a ***** and it works fine. We did not want to return the generator. We need a generator as power is slowly being restored to our area. Harbor Freight charged a $240.00 restocking fee which I would understand if we changed our mind or used it and returned it but it was defective. I should not be penalized for Harbor Freight selling defective equipment

• Initial Complaint

  Date:10/24/2024

  Type:Product 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.

  Purchased battery charger 10/23/2024 from Harbor Freight. Got back home and charger would not work. Took charger back to store for a refund but they would not give me one because I wouldn't give them my phone number. The price of the charger was ***** total. I attempted to send you the receipt Im not sure it went through. All I want is a refund.Thank you ******* ******

• Initial Complaint

  Date:10/07/2024

  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.

  Leaks, I made them aware of problems but they said I could not return it to the store. I would have to go online and proceed with their instructions which could take 7 days or longer. This is water for my house. Sorry company ***.

  Business Response

  Date: 10/10/2024

  I'm in receipt of the complaint filed by Mr.Guess. For safety reasons certain pumps, sprayers and drain cleaners cannot be returned to the store if opened. This information is included on the receipt at time of purchase and also available on HarborFreight.com. Customer has completed the form and refund has been processed.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair 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 purchased a Predator ***** watt generator. After filling the engine with oil, connecting the battery and filling it with gas I pushed the button twice according to the directions to start it. To my extreme disappointment the generator did not start, I eventually was able to start the generator after pressing the starter button more then nine times. With having to press the button more then nine times this causes the battery wires to heat up to the point of getting hot enough to melt. After contacting support and going through the trouble shooting steps it was determined that I have a faulty generator. After this I was transferred to an agent to try and get a replacement. I was instructed to return the generator to the store that I bought it from but unfortunately they are out of stock. I told the agent that I would like the generator replaced or fixed, because I am disabled I cannot drive around to other stores to play the return and exchange game. I even purchased the extended warranty on this two week old generator. For this problem to be resolved I would like Harbor Freight to pick up and deliver a replacement for the $1600 I paid for it.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair 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.

  Just visited the store in ****** to buy a few STOREHOUSE 20-Bin Medium Portable Parts Storage Case as I noticed they are on sale online at 6.99. In the store they are 9.99, I asked the clerk if I would get them at the discounted online price... I got a mixed answer. When I checked out they came up as 9.99. I should the clerk that the flyer on the counter actual said $5.99 and online 6.99. I got a snappy that sale has not started yet. This is not a big deal but principle. You lost a sale today due to having 3 prices on a low cost item and clerk not being helpful. I am not able to find anything on the $5.99 sale online. I really dont want to deal with the store again, could you possible agree to ship me a few whenever your 5.99 sale is active without shipping charge?

  Business Response

  Date: 10/02/2024

  I am in receipt of the complaint filed by Mr. ****** Upon review, the customer contacted us via social media and placed an online order on 9/22/24 for the sales price of $6.99. The shipping charge including tax has been refunded and customer has received the item and thanked us for helping him out.

  Customer Answer

  Date: 10/02/2024

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

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair 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.

  we purchases a predator 5000 generator item number *****, for approx $1000.00. in may 2024, September 14th 2024 it did not work any longer, it would not start and would just say "overload". It has very little hours on it, we used approx 1x a week since purchase for approx 6 hours on those days. We contacted the store and spoke with ***** who answered the phone, she said after 90 days they cannot do anything and to call coorpoate. We called corporate who told us the store manger has the leniency to accept it for return or not given its approx 10 days out of warrenty. We then called the store again, and spoke with ****, who stated **** the manager was working with another store. He said he would speak to him and call us back. I called to check on the status and **** stated that **** said he will not return it, since we did not purchses the additional warrenty. I mentioned there was a 2 year warrenty on the emissions, which they said for us to call another number to get it diagnosed over the phone************) and when asked about finding a mechanic since this is a harbor frieght product that finding a mechanic was "somthing we had to figure out". when attempting to get the produce diagnosed over the phone we have been on the phone on hold for hours at a time with no answers. We just want a replacement generator. This very well could be an emissions issue, but we feel the store who sells and makes this item should look at for us. **** the manager would never get on the phone with me.