Business Profile

Tractor Dealers

Northern Tool and Equipment Company Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Northern Tool and Equipment Company Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

148 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

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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:06/05/2024
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.
Placed on line order, ********, on May 12, for a Northern Tool Item, to be delivered to their Store in *******, ***** for pickup. It shipped from ************** on May 20th and arrived in the ******************* on May 28th. Since then it has been sitting there and they for some reason cannot get it over to the destination in ******* ***** for me to pick up. Every time I call, customer service says it is waiting on a truck. I need them to complete the shipment for pickup.
Business Response
Date: 06/06/2024
Dear Valued Customer,
We apologize for the delay to your order. Free store delivery was selected as the shipping method for this order, which means that it goes on a weekly retail truck from our warehouse to the retail store at no additional cost to you. The warehouse that delivers to your local store did not have the inventory on hand, so the inventory had to be transferred from a different warehouse. I see in the notes that an email was sent to you at ********************** explaining the additional delay to the item. Tracking now shows your local retail store received this item into their store today and should be contacting you when it is ready for pick up (if they haven't already contacted you). Due to the unexpected delay, I am emailing you a $20 Virtual Gift Card that you can use at the retail store, online or to place an order over the phone.
Thank you,
*************************

Customer Answer
Date: 06/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:05/30/2024
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.
Ordered a DuraVent DuraPlus UP Through the Ceiling Basic Kit. Northern Tool sent me a "Through the Wall kit". I emailed them to get a return and complete Refund of $ ******. I was told over by phone to set the large box out on my pourch and once it was picked up I would get my Refund. It's been 12 days since the wrong kit arrived and they have not picked up the kit. I don't know why they are stalling and I don't want a replacement since I already bought the correct kit from another company and it is already installed. I would like Northern Tool to pick up the large box and send the full refund of $ ****** to my Credit Card. Order Date. May 15, 2024 Order Number ********. Thank you for help in getting this issue resolved.
Business Response
Date: 06/10/2024
Dear Customer,
We had issued a new ***** call tag to return this item. It now appears that ***** has picked up the item and it is on its way back to our warehouse, due to arrive on Tuesday 6/11/24. Once it is checked in at our warehouse, a full refund will be issued to your **** card.
Thank you,
Traci
Customer Answer
Date: 06/12/2024
I am rejecting this response because:  I am rejecting this response because: My Credit Card account shows a $16.49 "Pending" added to the account Not the full refund. This what my Credit Card account shows. "Jun 11, 2024June 11, 2024 NOR*NORTHERN TOOL ************ ** Category Pending +$16.49." The total reund is $291.48 not $16.49. Northern Tool owes me $274.99.

Business Response
Date: 06/13/2024
Dear *******,
I apologize for any confusion. I noticed that the shipping was not being refunded on the return that was set up, so I went ahead and refunded the shipping charges right away ($16.49). We are still waiting for the item to be returned to the warehouse. Once it is checked in then the remaining refund of $274.99 will be issued to your **** card (totaling $291.49).
Let us know if you have any further questions.
Thank you,
*****
Customer Answer
Date: 06/18/2024
I am rejecting this response because: It has 12 day's since FED EX picked up the box and Northern Tool has NOT refunded the $274.99 to my account.

Business Response
Date: 06/18/2024
Good afternoon,
It appears that ***** had some challenges with the Barcode which created a delay in the item being returned. Our warehouse just received it in today and has initiated your refund. It may take 1-3 business days to see the $274.99 posted to your credit card account. Let me know if you have any further questions.

Thank you,
*****
Customer Answer
Date: 06/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This is the exact reason why the Better Business Bureau is needed. I feel without the backing and power of the BBB this return would of been pushed out pass the "Return deadline" Thank you for your help and protection againt a broken company. Have a great day. Will
Initial Complaint
Date:05/14/2024
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.
Purchased bagger ( order #********) for riding mower on 4/24/24, could not attach shoot. Bolingbrook store said bring bagger and machine in and they would have a tech look at it. Rented a trailer, took to ***********. Don't fit my machine, they would not keep it and credit my credit card. Finally on 5/2/24 I received return authorization #CM1082721 , went to ***** to ship and they want $200.00 to ship. $200.00 to ship plus 15% restock fee is crazy for a $308.49 item. I'm willing to take it to *********** store and get a refund to my credit card or send me a prepaid shipping label to where ever they want.
Business Response
Date: 05/15/2024
Dear Valued Customer,
We are sorry to hear that ***** is charging you so much for the return shipping. As a courtesy, I have made an exception to allow you to return this one to the Bolingbrook retail store using Return Authorization #********. Once returned a credit for the bagger will be refunded to your Discover card less a 15% restock fee.
Feel free to contact me at ************************, if you have any further questions.
Regards,
Traci

Customer Answer
Date: 05/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I will return the item to the Bolingbrook store, but I do feel the 15% restock fee is a bit much. I am willing to compromise and return the item .
Initial Complaint
Date:05/08/2024
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.
March 6 2024, paid Northern Tool $60 for warranty repair of an Ego lawnmower. Have not received said service 8 weeks later. I only get pass the buck to Ego information. Ego has not been helpful. The mower is 13 months old. I would like my mower repaired or replaced or refunded.
Initial Complaint
Date:05/06/2024
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.
Approximately three years ago I purchased a **** Built TB 30 rear engine lawn mower. It was not very long before I started having problems with the steering. I had it repaired once under warranty, but it wasnt long before the problem returned.I would believe other owners of this model would be having the same problem.
Business Response
Date: 05/07/2024
Dear Valued Northern Tool + Equipment Customer,

We are sorry to hear that you are having some issues with your ****-Bilt Rider.
This Rider was shipped out to you on 7/10/2020, 3 years and 10 months ago. These units are manufactured and shipped direct from ***. MTD handles the warranty claims on these units. However, the warranty on this unit is 2 years, which expired in July of 2022.
MTD can be reached at ************, if you would like to talk to someone about troubleshooting or finding a local service center to bring it to, to have it repaired.
We apologize for any inconvenience.
Initial Complaint
Date:04/16/2024
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 purchased a Electric trailer dolleyPO# *******, from Northern Tool, on or about January 5-15, 2024. The product is defective and will not operate or function properly as it should. I called Northern tool and was advised since it was after 30 days I need to contact the manufacturer of the product. I then called the manufacturer number which was provided by Northern Tool, but the manufacturer then directed me to another number. No customer should have to deal with the manufacturer after purchasing a product from a retail store. The price of the item I purchased was $899
Business Response
Date: 04/19/2024
Hello *******,
We are sorry to hear that the trailer dolly stopped working and that the manufacturer did not take care of the matter. In reading through the notes and transactions on your account, it appears return authorization ******** has been set up to allow you to return your item to us. Once we receive the equipment into our warehouse, you will receive a refund to your Pay Pal account. On 4/17/23, you were emailed the return instructions for the trailer. If you have any further questions, please let us know.
Regards,
*****
Initial Complaint
Date:03/20/2024
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 ordered a log arch on 9/23/23 and it was shipped with a stripped bolt. I contacted the company through their online contact form and heard nothing. A week later they sent me a new log arch and no other information. Now on 3/11/24, I received a letter from a collections agency. I called the company and told them I still have the product, never assembled, but the box was destroyed in shipping. They will not issue a pre-paid return shipping label as it is out of the return window. Never being told that it was an RMA situation, and sending another unit which was not ordered by me and a complete lack of communication has resulted in me disputing the collections and filing with the ****
Business Response
Date: 03/21/2024
Dear Valued customer,
We are sorry to hear of the lack of communication. We will need to receive the unit back that did not work for you. I am mailing you a prepaid return label to use to return the old unit, so that you do not have to pay for the return. I am mailing this to *************************** address. It may take up to 10 business days to arrive to you. Once you receive the prepaid label, please attach it to the package and bring to any ***** drop off location to return the unit to us. ************* we will remove from collections.
Please let us know if you have any further questions. Thank you.
Customer Answer
Date: 03/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:03/20/2024
Type:Order 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.
Date of transaction is Febuary 25, 2024. The total purchase price for this order was ******$.Northern ***************************** sold me a 5x8 ironton utility trailer but neglected to include the Certificate of Origin. It says on thier website that the Certificate will be mailed seperatly. It has been nearly a month.I have spoken with multiple very nice people that have no clue and no answers. I keep being told to wait another week. I can not use this trailer until it is registered and tagged in my State.The account is ********. Order ******** Item ***** 5x8 HD Trailer. This was purchased with items to be use with the trailer bringing the total to ****** The advertising was on their website.
Business Response
Date: 03/21/2024
Dear Valued Northern Tool Customer,
We are sorry to hear that you haven't received your Certificate of Origin (***) yet for your new trailer. The Warehouse removes the *** from the package and once sold, they have them notarized and mailed out. This process can normally take up to 3 weeks. However, since that time has now passed and you haven't received your Certificate yet, a new one has been created and was expressed mailed out to you today (3/21/24). You should receive the new one in the next couple of days. We apologize for the delay.

Customer Answer
Date: 03/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:03/11/2024
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.
Submitted a electrical generator to Northern Tool at ***************** location for repair and was charged $64. After submitting the item for repair, i had trouble connecting with the business Northern Tool to get an update on when the repair will be completed. After i call they simply tell me to call them back again.
Business Response
Date: 03/21/2024
We are sorry to hear of the issues you are having. I have contacted the management at the store and am waiting to hear back from them on the resolution. I will let you know as soon as I hear.
Initial Complaint
Date:02/01/2024
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 is notorious for posting items on sale on there website, only for people to purchase the item, provide all of there CC information along with addresses and phone numbers only to cancel the item a few days later and say that the price was an error. I am not sure if they are doing this just to get people information and do who knows what with it, but these pricing errors happen to often. This website is a scam, I am surprised a class action lawsuit hasn't been filed. The last item purchased that was cancelled without notification was a Milwaukee M18 LED light on Jan 29th, ****.
Business Response
Date: 02/04/2024
Dear Valued customer,
We apologize for the error and the inconvenience. It does state in our terms and conditions on our website and in our catalogs, "Prices and promotions are subject to change and may vary from those offered in our stores. We cannot confirm the availability or price of an item until you place your order. Despite our best efforts, sometimes an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order,or we may contact you for instructions on the order."
In this case the price was misprinted, we had to cancel the affected orders and email communications were sent to the orders affected orders. Sometimes, our emails will get sent to a junk or spam mail folder. We are sorry to hear that you did not receive the communication.

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Northern Tool and Equipment Company Inc is NOT a BBB Accredited Business.