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:05/26/2023

  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.

  Ordered Super Handy Great Circle US electric wheelbarrow online 4/7/23 from Northern Tool. Told it would be delivered 4/11-4-13. Emailed 4/17 to ask -NT told me it was on backorder. My credit card was charged **** and again 4/20 for the purchase. Emailed again and said it was a hold.the package was shipped 4/19/2023. I cant remember specifically arrival day. When it arrived, it didnt work. I called manufacture. GC said it sounded like the battery was an issue. GC asked me to do some strange things like take a screenshot of an email they sent me, send a video of what is wrong with the product, and they forgot to send me an emailanyway, this is about Northern Tool not Great Circle. When it was clear I was getting nowhere with the *** I contacted NT again via email 5/2. They apologized for the issue, sent a $25 gift card, and said I was within the 45 day window for exchange. I emailed them the video of the problem and a detailed description that same day. They emailed back 5/3 and said they would follow up with information. 5/4 I decided to return the product and not get a replacement. I emailed NT this. NT replied same day saying they were processing a request for a refund. I heard nothing, so emailed 5/9 inquiring status. They said there was nothing they could do but wait for the vendor and it would be 2-4 days (5/12). I emailed NT 5/13 when I heard nothing. I posted a review on their website 5/13 about the defective product and my experience. They removed the review 5/14 and send me a return shipping label same dayunfortunately the shipping label link did not work and the link said to contact the requester for further assistance. I did this 5/23 (hard to get the thing disassembled/ boxed). NT said check spam so I sent the screenshot of the label they sent. NT said they would ask GC and it would be ***** hours. I asked if NT could send a prepaid shipping label. NT said they would. NT sent me a copy of my own email back an no shipping label from NT nor GC.

  Business Response

  Date: 06/05/2023

  Our apologies for this experience. We have setup a new call tag to have this item picked up.  As of current they have attempted to pickup on 6/1 @ 10:58AM, 6/2 @ 4:41PM, and 6/5 @ 12:32PM.  Additionally, we have attempted to contact the consumer but have been successful thus far.  We ask that the consumer contact ****** with our *************************** at ************.  He has also left his direct contact information with the consumer via voicemail.  We hope to get this resolved soon but would be most successful if we were able to speak and make appropriate arrangements.  

  Customer Answer

  Date: 06/05/2023

   I am rejecting this response because:
  
  This is the first communication I have received about them trying to pick up the item. If they were able to tell ***** and tell BBB, why couldnt they have told me? They sent multiple labels via snail mail to my house-and in all of the fine print of the labels it said to bring to a ***** location. Their communication leaves much to be desired even if their intent was good. Too little too late. 
  I borrowed a pickup truck and took it to ***** myself. Its already been delivered to Northern Tool. 
  I wont accept their response until the charges are gone, because its not been handled well at any step and I cant trust them to complete their end until its done. 

  Keep trying, Northern Tool! 

  Business Response

  Date: 06/06/2023

  Thank you for the response. Would you kindly offer the ***** tracking number(s) that were used to return the merchandise? We'd be happy to investigate further and get this matter resolved as soon as possible. 

  Customer Answer

  Date: 06/06/2023

   I am rejecting this response because:
  
  I needed a way to send them the ***** tracking number that they sent sent me. Not sure the confusion other than when they started sending labels, they sent one every other day. Better late than never I guess? Its the number thats on the outside of the package that ***** delivered last night-I got an alert it was delivered. 
  

  Anyway, its 

  6052 **** 8145

   

   

  Customer Answer

  Date: 06/06/2023

   I am rejecting this response because:
  
  

  
  I needed a way to send them the ***** tracking number that they sent sent me. Not sure the confusion other than when they started sending labels, they sent one every other day. Better late than never I guess? Its the number thats on the outside of the package that ***** delivered last night-I got an alert it was delivered. 
  

  Anyway, its 

  6052 **** 8145

  
  

  Business Response

  Date: 06/06/2023

  Thank you again for your quick response. With the tracking we are able to see that the return was delivered to our distribution center today (6/6).  The refund is processing and should be available to you within 1-3 days.  Once again we do apologize for the delays in involved in this transaction and hope that you understand this is not the norm but instead an exception.  

  Customer Answer

  Date: 06/06/2023

   I am rejecting this response because:
  
  I do. Care if this is not the norm but is the exception. 
  

  In my experience with your company, 100% of purchases have been a disappointing experience. Further, each stage from ordering to returning of this one purchase has been a struggle-highlighted generally by poor communication on your part. Every business/business employee makes mistakes very occasionally, and Ive certainly had poor experiences with other companies in the past.  Until now, *** never had anything so convoluting, frustrating, and frankly deceptive as my first and only experience with Northern Tool. This was so uniquely bad that I filled my first BBB report. Im incredibly thankful to have a consumer advocate on my side for this because before the BBB, all I got from you were empty promises. 

  Based on the only consistency in this interaction with you, Northern Tool, Im incredibly doubtful that I will actually receive a reimbursement in 1-3 days. 

• Initial Complaint

  Date:05/09/2023

  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.

  Before, ordering a mud mixer, I called Northern Tool to confirm they had it in stock as their website indicated. I was told it was in stock and placed an order on March 29th, 2023 - order # ********. The order was confirmed with a delivery of April 5th. Called April 6th, when didn't arrive and was told it is direct ship from manufacturer and would be delivered early May. Called May 1st and was told it shipped that day. Called May 9th and was told delivery by May 31. I also learned the shipment is from a distributor Great Northern Equipment and not the manufacturer. Through extraordinary efforts by Great Northern Equipment, reading through all ***************** a 3 day window around my order date, I was able to confirm my order is currently 55 out of 400 and will ship with next shipment. Today, May 9th the website has just now been updated to indicate this is direct ship and on back order. However, the estimated ship date when making a purchase still shows less than 1 week. I would like the website corrected to show a more accurate estimated ship time when placing an order.

  Business Response

  Date: 05/11/2023

  *****, thank you for bringing this to our attention. I looked into it and you are completely right - the estimated ship time on our website was inaccurate and has now been updated to reflect the actual timeline with the backorder status accounted for. Your order is estimated to ship direct from the vendor by end of month (May). This should have been communicated to you via email about a week ago. We apologize for this concern and any inconveniences that you have experienced. 

  Customer Answer

  Date: 05/12/2023

   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. Unfortunately I am now being told the estimated delivery is **** 16th.  Although I am satisfied with your response, I am not satisfied with this experience.

• Initial Complaint

  Date:04/19/2023

  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.

  I was in the market to buy a few Milwaukee impact drill. I saw that the Northern Tools website posted the sale for $89.95 each with extra free battery for item # ******. After adding 5 pcs to my cart the price jumped to $1995

  Business Response

  Date: 04/24/2023

  Despite our best efforts, sometimes an item may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may update our site, cancel your order or we may contact you for instructions on the order. In this case, the promotion for the product was inaccurate. We updated our our site, however, the product page pricing was not updated at the time the consumer was viewing the product. The price reflected in the cart was accurate though. The Northern Tool + Equipment website has since been updated and the consumer is available to purchase at the current price if still needed.   We apologize for any misunderstanding or inconvenience this may have caused. 

  Customer Answer

  Date: 04/24/2023

   I am rejecting this response because: I think under false advertising, the company lead me to believe that there was a good deal. I think the company is a very honest company and mistakes are possible. I think they should honor the price of the advertisement. Even though I intended to purchase 5 sets,  I'd like to settle for at least 2 sets at the advertising price.  Thank you. 
  
  
  

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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 wood chipper from Northern Tool at the tune of $600+.I was promised a delivery date which never happened.I asked for a manager to contact me in reference to the purchased item...that never happened.I called today after several attempts to contact the manager and she stated that the truck was cancelled and was unable to provide me with a delivery date.

  Business Response

  Date: 04/24/2023

  We apologize for this less than positive experience. The original delivery was delayed by a few days due to a delivery truck being cancelled for the retail store. The product has since been delivered to the Northern Tool + Equipment store on 4/19 as well as the consumer contacted and pick up of the merchandise. Additionally, we have compensated for the delay in the form of a gift card for future purchase. We hope that this resolution is amicable and apologize for the delay in receiving the product.  

• Initial Complaint

  Date:04/13/2023

  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.

  I made a purchase (#********) on June 22nd, but Northern Tool cancelled the majority of the order with no alternative options.I requested a cancellation of the remaining order. Northern Tool charged me and still has not fully refunded the remaining merchandise that was never provided/delivered.

  Business Response

  Date: 04/23/2023

  We apologize for this error. We have refunded the remaining balance and reached out via phone to update the consumer of this. A voicemail was left. 

• Initial Complaint

  Date:03/19/2023

  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.

  Tried to use a Northern Tool gift card in store. It did not work. Called the number on the card later. Rep was able to look up by the card number and tell me the amount, when it was issued and when it expired. He was friendly and gave me another number to call to get a new gift card issued. He also verified the card was never used. I called the other number and talked to two different but equally rude reps. **** insisted on getting the order number from the original purchase. I explained that this was a GIFT card - a gift from a family member. I didn't know the number. **** told me they could not help me. I did tell them that this type of store gift card can't expire in the ******************. No luck - they both told me I was out of luck. This is a $20 gift card - not sa big value. I just want the money back or a new gift card.

  Business Response

  Date: 03/20/2023

  We have made contact with the consumer and re-issued the gift card. 

  Customer Answer

  Date: 03/20/2023

   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.

• Initial Complaint

  Date:01/21/2023

  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.

  I purchased a 3 tiered water fountain from this company. I was going to be sent a refund check as within months as it fell apart, wouldn't stand correctly, rusted and then pump stopped working. It is poor quality. It never worked properly and leaked. A replacement bucket was sent as the original one had a leak but nothing we did could help it run properly. I was so disappointed as I wanted to support this company. **************** was contacted and evasive. They seemed to wait for the "warranty" to expire so they would not have to back up their product. They wasted my hard earned time off with several unhelpful exchanges and no response to my queries. They removed the listing within months as there were so many complaints but continued to sell them. Please see pictures where parts fell off, rusted and even my stain faded as their original was a light poor coat probably from where purchased it. They of course did not offer to resolve that issue either.

  Business Response

  Date: 01/25/2023

  We are sorry for the inconvenience of this situation.  We have setup a refund for the original amount paid to be refunded via the original payment method.  The refund should be received within five business days.  The product itself is not required to be returned to Northern Tool + Equipment. 

  Customer Answer

  Date: 01/25/2023

   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. I will update the complaint when a refund is received. 

  Customer Answer

  Date: 03/31/2023

  I was supposed to receive a refund from this company and have yet to receive it.

   

  #********

  Kind Regards,
  
  *************************, MSN, BSHCA, RN
  **************

  Business Response

  Date: 04/03/2023

  We are sorry for this. The original refund that we setup was to go back to the original payment method that was an Amazon account. We have learned that this is no longer active so we have requested that a check be mailed for the refund amount instead. The check should arrive within 1-2 weeks. 

• Initial Complaint

  Date:01/19/2023

  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.

  Northern ***************************** ******* ** ******** Location I took a pressure washer in for repairs on Nov 23rd **22. I made a call before Christmas and was told I was #** in line and was expected to be ready in two weeks. On 1/17/**23 I called again and I was told I was now #** with and indefinite date as to when my pressure washer would be ready. I became upset with the information and upon questioning the manager ***************************** on how I went from being #** to be being #** and told him that was unreasonable and did not make sense to me and questioned the capacity of people who work there. He became aggressive and started yelling at me over the phone and basically told me that his employees are not idiots as I had called them that I was the idiot. I recognize that the situation got out of hand but still he does not have the capacity to neutralize the situation. I have reached out to ************************* and have not heard back from her till this day. That same day all of a sudden my PW was ready. Paid them $900 only to have picked up an unrepaired PW. I called them today and was told to bring it back and also found out that ******* had already informed ****** of the altercation. It is unfair because there are two sides to every story. So ******* either needs to be fired or sent to retraining because clearly he is no capacitated to handle stressful situations and lacks customer service skills. And good manager would have neutralized the situation instead he added fuel to the fire. I will be filling complaints and calling every single person from their corporate till I get to the bottom of this.

  Business Response

  Date: 01/24/2023

  The customer's unit was received 11/23, diagnosed and parts were ordered. Due to the holiday season and current supply chain issues; parts were backordered. Parts were received in January and the unit was placed in line for repair. The unit has been repaired and the customer has been notified for pick up. 
  

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:
  
  I had to take the unit back because the repairs were not done correctly. The girl at the service desk kept telling us that is was our fault that we didnt know how to use it. She would not let us take the unit because they wanted to train the person who uses it. Which is ridiculous when weve used pressure washers in our business for the past 10 years. The situation is all around ridiculous. I will never give my money again to a place that treats their customers poorly and tries to ridicule them. All the employees starting with the store manager need to go. If the manager has an ugly attitude of course his employees will act the same way! 

  Business Response

  Date: 01/31/2023

  The unit was returned to the store customer stating is was not working. Mechanic checked the unit and ran it for an over an hour with no issue. On 1/24 ************** arrived to pick up his unit and as a courtesy the mechanic and Store Manager spent time with ************** to ensure his concerns were addressed with unit and it was properly used. As a policy we are not able to allow anyone except the owner of the unit to discuss or pick up the unit.************** communicated that he was pleased with the result and was thankful to the store team for their assistance. ************** was given a free set of fittings and the mechanic also showed him how to put a gauge on the wand to show how much pressure was being used. ************** left with his unit and communicated the he was grateful for the time devoted to his success with the unit even stating "I appreciate you guys and I will be back.

  If there are concerns from any other party other than ************** that is because we can only work with the purchasing customer who is **************. He has communicated that he is pleased with the outcome.  
  

• Initial Complaint

  Date:01/11/2023

  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.

  Higher better management. Two of your so called unprofessional managers are bad for your business. And let me go on to say I would never buy any product from your store in ****** ** unless I was helped by Ms. ***** And I will make sure none of the people I know purchase products as well. **** is a very hard worker and gets all your credits at that location. I encourage you to do your own research to confirm that. The rest of your employees management wise are absolutely unacceptable. Both pernel and *****(managers at ****** location) lied to me about different questions I asked. ****** lied and said he wasn't a manager when I had issue....***** lied as well and had me on hold until it was time for her to leave which was unacceptable. The managers at my job would never do anything remotely like that and they treat there employees like gold..sorry I can't say the same for you all and your managers. Very disappointed and unhappy. I would say thank you for your time but being as though mines was waisted today I'm not even going to honor that. Good day

  Business Response

  Date: 01/12/2023

  We are truly sorry for any less than positive experience you have had with any of our employees. We would be happy to investigate this further if you could provide any additional details on your visit(s) and / or interaction with our employees.

  Customer Answer

  Date: 01/12/2023

   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.

• Initial Complaint

  Date:01/11/2023

  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.

  i bought an item from them and the company is dicking me around about giving what i paid for they need to refund my money are give me the product has promised

  Business Response

  Date: 01/12/2023

  We are truly sorry for any delays with this delivery.  I do see that the package was received by ***** on 1/5/23 and delivered today (1/12/23). This ***** package, like many others, was handed off to the US ************ which can take a few additional days at time. We hope that we can serve you again in the future with a much more positive experience.