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 Find Local Branches.

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  Northern Tool and Equipment Company Inc

  2800 Southcross Dr W Burnsville, MN 55306-6936

• 

  Northern Tool and Equipment Company Inc

  20850 Rogers Dr. Rogers, MN 55374-9190

• 

  Northern Tool and Equipment Company Inc

  1255 Cope Ave. E. Saint Paul, MN 55109-2570

• 

  Northern Tool and Equipment Company Inc

  2050 Airtech Rd Faribault, MN 55021-2700

• 

  Northern Tool & Equipment Co.

  1625 Patton Ave Asheville, NC 28806-1725

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:01/28/2024

  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.

  To whom it may concern would like to address the matter of theft that orchestrated by a employee of Northern Tool whoever that used a normal consumer to leave out the store with empty power tool boxs that the employee needed to place the ******************* back into the correct boxs based on the unethical behavior and practices from team member that committed and organized the act of theft of empty box we the consumer asked that the BBB help with corresponding with the correct personnel to address the employee have been stealing tool wholesale them in the streets do to the hardship of the employee we do feel that he has placed a mental health incompetent person involved in theft

  Business Response

  Date: 01/30/2024

  Dear Valued Customer, 

  Our store manager would like to discuss this with you to get to the bottom of the issues you are describing.  There is no email address listed and the phone number is too long.  Is there a phone number that the store manager can reach you at to discuss this? 

  Thank you for your help with this. 

• Initial Complaint

  Date:01/04/2024

  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.

  I bought a Powerhorse 4" wood chipper from the ******** **. store on Aug 25th. 2022 along with a two year extended warranty. The wood chipper came with a two year warranty. I took the chipper in for some repair work on Sept. 03 2023. At that time the store manager told me that they, the store, did not have a repair tech on staff and they would have to send it to ********************* for repair. The store manager said that it would take over two weeks. At that time and every time I have talked to the store managers since, they have made me feel that they didn't care about me or the problems I was having with the product. After I had complained to the regional manger, after waiting four months to get my chipper repaired, I got a phone call that my chipper had been returned. When I went to pick the chipper up, I told the manager on duty that day, that I wanted to see the chipper started, run and shut off. When the manager tried to shut the chipper off, it was readily apparent the chipper had not been repaired. After more than four months, I just want my money refunded!

  Business Response

  Date: 01/11/2024

  We apologize for the inconvenience. I worked with the regional manager and he has indicated that the store will be issuing the customer a full refund and will contacting ****** once it is completed.  

   

  Customer Answer

  Date: 01/11/2024

   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:12/31/2023

  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.

  On 12/30/2023, I returned a pump for a lifter that was inoperable. I didn't have a receipt but from past experience they have been able to look the information up in there system. On this day the lady told me the could not locate any previous sells because they changed systems. She stated, "The new system didn't transfer the information from the old system." She told me I would not be able to return the pump which cost on estimate $400.00. She also stated, "You should've had a receipt." She was very rude, lack customer service efficiency, and didn't show any characteristics of a leader as she stated she was the supervisor.

  Business Response

  Date: 01/05/2024

  We apologize for the inconveniences you have experienced. I have worked with the Store Manager and he has indicated that ****************** will be coming into the store on Monday 1/8/24 to exchange the defective product for a new unit.  We hope this resolves the issue.  Thank you. 

  Customer Answer

  Date: 01/10/2024

   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:12/24/2023

  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.

  I purchased a Milwaukee impact drill only on 11/18/23 two days later my wife had already bought the drill for me. I don't need two and she purchased hers online so it just seemed easier for me to return mine. On ***** I go to return it and I had paid for it in cash so I should get cash back. The guy laughed at me and said I would have to come back later they don't have enough money. The only reason I'm upset well two reasons they are a half a billion dollars a year company and you don't have a way to get a customer their refund? Second I was trying to get a gift for one of my kids and the only place I could find it was through marketplace and they only wanted cash. So I called yesterday evening ***** and they didn't have it still and I have called twice today and they still don't have it...

  Business Response

  Date: 01/04/2024

  I am looking into this matter.  I have emailed the customer to see if he can provide any additional order information such as a receipt.  I will respond again when I can gather the information needed to resolve the matter. 

  Customer Answer

  Date: 01/05/2024

   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. They have taken care of it

• Initial Complaint

  Date:12/07/2023

  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.

  On the 15th of November I purchased a welder from Northern Tool online, when I purchased it the latest delivery date was the 28th of November. Today is the 7th of December and I still dont have my welder, Ive called and the only information Ive been given is its shipped and when I ask for tracking number they dont have any further information to give me. Im feeling like it some fraudulent activity going on, now Im at the point where I have to go buy another welder to finish my customer cars being its not their fault that Northern Tool wont ship my welder. Buyers be ********* passing the word about them in my community as well.

  Business Response

  Date: 12/13/2023

  Dear valued customer, 

  We apologize for the delay to your welder. It appears the unit was lost in the warehouse. We normally would have reshipped another unit directly to you, however these were Clearence'd out and our inventory was all gone. In checking with our warehouse they indicated that they had located the lost welder and had already sent it to our ************ to get on the retail truck to the store. I contacted the ************ and had them do some checking and they indicated it was on a truck going to the store already.  We are hoping this welder will arrive in the next couple of days at the retail store for you to pick up. We apologize for the inconvenience. 

  Customer Answer

  Date: 12/14/2023

   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. Thanks for your part in the resolution, I received my welder today. Box was in good condition and everything is there as well. Thanks again for the quick action. 

• Initial Complaint

  Date:12/01/2023

  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.

  Purchased a ***** ****i generator on 10/29/23 put 14 ounces of oil as required ran generator 10/30 for 8 hours changed oil and machine started to shut down and a co2 sensor light came on. Machine was diagnosed by technician and he replaced co2 sensor. I picked up the machine 11/29 ran it for approximately 3.5 hours and the machine shut down again and the co2 light was on. I called northern tools and spoke with ********************* and he told me to bring it in 1st thing 1/12. I arrived here in the ********** store and they are supposedly looking at the machine.

  Business Response

  Date: 12/01/2023

  We apologize that you had further issues with the generator.  ********************* stated that the refund was completed at the store and the issue has been resolved.  Please let us know if you have any further questions. 

   

• Initial Complaint

  Date:11/20/2023

  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 recently encountered a false advertising practice while attempting to purchase a Jet Band Saw from Northern Tool + Equipment (NTE) through Amazon. I placed an order for the Jet Band Saw on Nov. 10th , which was listed at a sale price of approximately $1000, reflecting a 30% discount. Regrettably, the week it was scheduled for delivery on Nov. 19th, I received a message from Amazon stating that my order had been canceled due to a web processing error by NTE. The message informed me to allow 2-3 business days for the refund to be applied to my account.Upon reaching out to Amazon for clarification, it was confirmed that the cancellation resulted from a pricing issue, and that NTE decided not to honor the sale price. It is important to note that I did not initiate the cancellation, and the contact information provided in the communication was an 8-digit number, rendering it impossible to connect with a rep. *** an effort to address this matter, Amazon contacted Northern Tool + Equipment directly to explore the possibility of honoring the initially advertised price. Unfortunately, Northern responded by stating they would not honor the price, and furthermore, the item was no longer listed. Interestingly, the product remains listed on Northern's website.To seek resolution, I called Northern Tool + Equipment twice. During the second call, I was informed that the company could not honor the price and that the representative would risk her job if she approved. This raises serious concerns about the integrity of the transaction and the customer service provided. Additionally, I have already purchased two band saw blades for this specific band saw, relying on the proper business practices of honoring listed prices. These blades are sized to specific machines and are not interchangeable with other band saws. As a consumer, I value transparency, fair business practices, and the fulfillment of advertised commitments, something that Northern Tool + Equipment has failed.

  Business Response

  Date: 11/29/2023

  We apologize for the error that occurred. We did not intend to post the *** product on Amazon. The product has been excluded for many years. There was an integration that Amazon completed recently that did not read the exclusion and pushed the product inventory to Amazon where it showed up the last sale pricing it had on Channel Advisor from many years ago. This price was remarkably under cost for us now. The exclusion list failure was a widespread issue that was identified and fixed within 24 hours. This item remains on a permanent exclusion from Amazon. We do sell the product on our website with the correct pricing. We do apologize for the error. However, we are not able to honor the price that was listed on Amazon in error. 

• Initial Complaint

  Date:10/30/2023

  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.

  Poor communication and customer service. Bought a large hose reel cart, which, after taking some time to assemble, had two issues: a missing park and a defective part which didn't allow the hose to be connect!!. Northern Tool said they don't have replacement parts but would send another item. No arrangements or instructions on returning the item were made. This would have been logistically difficult given the size and need to disassemble and reassemble another. Now, some months later, I get charged for the second unit. Unbelievable. Next, I called to dispute the charge with Northern Tool, who now insists I find a box for a massive defective hose reel to be returned. Of course, all this is my problem. Honestly, I didn't want either item, so if I was bothering to send them back asked to send both back and get both charged returned to my credit card. Of course, I can't return their poor-quality product because it's past the window. "After assembling my ironton hose reel, I realized there were 2 issues. One of the bolt washer and s**** sets to attach the basket was not included. Part J (tube with water coupling) is defective as the part that is suppose to rotate onto the leader hose". Not to mention the wheels can't be tightened and wooble side to side!

  Business Response

  Date: 11/03/2023

  Dear Customer, 

  I apologize that you received a damaged Hose Reel. I do show that you chatted with a **************** representative, and it was determined the best course of action would be to replace the unit. We would anticipate if the box the for the first unit was destroyed, that you would be able to use the box we sent you with the 2nd unit to return the 1st damaged unit. There is a note on file that our agent spoke to you about contacting us when the return unit was ready for pickup so we could issue a ***** call tag to have the damaged unit picked up and returned to us. However, we did not hear back from you. On August 2nd, a letter was mailed to *********************************************************, with a reminder to return the unit with 2 weeks to avoid being charged for the 2nd unit that we shipped out. We did not hear back from you. If you are able to use parts from the first unit to make one good unit, please do so.  If you continue to have any issues, please let us know. If you contact us *************) when it is ready for return, we can issue a call tag to have ***** pick up the item from you at no charge to you. Once the unit is returned, we will reimburse you the charges.  

   

  Customer Answer

  Date: 11/03/2023

   I am rejecting this response because: the defective item does not fit in the box.  Im not sure why its my responsibility to disassemble and reassemble your defective merchandise.  Id love to return both units to you as I should not have accepted the resolution to be sent another item.  With the number of issues with the first item, it doesnt seem worth my time to tackle the assembly again.  Can I send both the original defective item and replace unit (unopened in box) back. I dont want the item. I would need to find a box big enough to send the defective original back to you.  Oh wait, I'm not the manufacturer or seller of the defective item and that should be their responsibility, not my issue. Let me know how you want to tackle this problem of Northern Tools.  Im happy to put the original item and the second boxed item out front for Northern Tool to deal with.  Id like to be rid of both and refunded for both. 
  
  
  

  Business Response

  Date: 11/09/2023

  Hello *********, 

  Would it be possible to take the parts needed off of the new unit we sent out to you to replace the missing part and the defective part of the one that you already assembled to make it whole?  Then you could send the remainer of the new unit we sent you back to us. We would be happy to send you a new prepaid label if the one you received has expired. Please let us know if that will work. 

  Thank you.

  Customer Answer

  Date: 11/11/2023

   I am rejecting this response because:
  
  The reason the new item is still sitting unopened in the original box is I don't want the item.  Can you just take back the defective hose reel you sent and the "replacement hose reel."  I was not offered the opportunity to just return it.   If I knew I would be expected to go through all this additional work on my part, I never would have accepted the "replacement hose reel" in the first place.  You sent me defective merchandise.  I have no confidence that the replacement item will be any better give all the issues with the original.  I don't see why it's my responsibility to disasseble and reassemble and item Northern Tool did not make properly.  Just take it all the items back if you can't make an acception.

  Business Response

  Date: 11/16/2023

  If you are able to package it up return it, we will refund you for the first one you purchased.  

• Initial Complaint

  Date:10/29/2023

  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.

  In late July of 2023, my family was taking a vacation to the beach using our newly purchased camper. We had only gotten about 30 minutes away from home when one of the camper tires blew out on the interstate. Thankfully, no one was hurt and we were able to make it to a gas station at the next exit. I spoke with Northern Tool over the phone to make sure they had the tires that we needed and they advised me to make the purchase online and then have someone come and pick them up. I spent over $600.00 on 4 new camper tires and was told during the transaction that I would receive a $100 e gift card. My husband went to Northern Tool recently to make a purchase and when I tried to locate the gift card, I couldnt find it. After a thorough search it turned up in my SPAM folder and the card had expired. We were unable to use it! Im frustrated that I spent such a large amount of money in their establishment with them offering me a gift card that went immediately to Spam where it became unusable.

  Business Response

  Date: 10/30/2023

  Dear Valued Northern Tool Customer, 

  I am sorry to hear that gift card was sent to your Spam folder. We don't have a way to indicate which folder an email will go into.  As a Courtesy, I have sent a new $100 Gift Card to the email address we sent it to originally (*******************).  Please make sure to check your Junk or Spam email folders in case your email sends it to that folder again. Please call us at ************** if you have any trouble.  Thank you for shopping at Northern Tool + Equipment. 

• Initial Complaint

  Date:10/26/2023

  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.

  We contacted Northern Tool after the mixer we had purchased broke. They advised they would send us a replacement part. 6 weeks later, we still had not received it and when I emailed to check status, I received a response the would mail me the whole item since the couldnt get the part. We received that in July. Today, October 26, we received a call from a debt collector stating that we owe over $500 for this item because we didnt return it. At no point were we told to return the item. We were never contacted by mail, email or phone until we heard from the debt collector today. I then called Northern Tool and spoke with ******* who was extremely rude. I told her that had we known anything needed to be returned we would have had them pick it up. She states that she will contact a freight company to pick up the item. We never should have been sent to collections when we werent even told anything needed to be returned & then not even contacted before it was sent to collections. She said a certified letter was ******** asked for the signed copy as we never signed for a letter and she said she couldnt provide it to me.

  Business Response

  Date: 10/30/2023

  Dear Valued Customer, 

  We apologize for any inconveniences.  The email should have indicated instructions for return. I show on 6/29/23, we ordered a ***** prepaid return label to be sent to *************** for the return of the unit. We also send letters out to the mailing address after 30 and 60 days when we have not received the return with a reminder to return the product to prevent from being sent to collections. Please contact us at ************** when the unit is ready to be picked up and we can issue a call tag to have it picked up and returned.  Once the unit is returned, we will remove it from collections.  

  Thank you for your cooperation.  

  
  
  

  Customer Answer

  Date: 10/30/2023

   I am rejecting this response because:
  
  I never received an email with a return label and no letters were received either. In addition, the item is much too large and heavy to return via *** or fed ex so a return label would not have done any good had you sent it. The item arrived via semi truck to our house. I asked for proof of these certified letters your rep said that you sent and they have not yet been provided. I personally handle all mail and no letters were ever received or signed for.  I called your business last week and Im still waiting for you to come pick up the item as your rep advised she would assign a freight company to pick up the item. 

  Business Response

  Date: 11/01/2023

  Hello ****, 

  The request for pick up was submitted on 10/27 and the process can take a few days. They should be there soon to pick up the item if they haven't been there yet.  

  I do apologize for any mis information. We do not send the letters out certified mail, we send them in the regular mail. I am showing it noted in the return order that the letter was sent out to you on 8/2/23 to Bonrud Concrete & Masonry, **********************************************************. We don't keep copies of the letters.  

  Thank you. 

   

  Customer Answer

  Date: 11/02/2023

   I am rejecting this response because:
  
  They still have not picked up the item as of 11/2. In addition, no letters were received. You are unable to provide proof of the letters being sent so it is clear they were not sent.