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.

close

Find a Location

Northern Tool and Equipment Company Inc has 50 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Northern Tool and Equipment Company Inc

  2800 Southcross Dr W Burnsville, MN 55306-6936

• 

  Northern Tool and Equipment Company Inc

  PO Box 1219 Burnsville, MN 55337-0219

• 

  Northern Tool and Equipment Company Inc

  12205 River Ridge Blvd Burnsville, MN 55337-1607

• 

  Northern Tool & Equipment Co.

  3363 Cloverleaf Pkwy Kannapolis, NC 28083-6991

• 

  Northern Tool

  10576 S.W.8th St. Miami, FL 33174

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:01/11/2023

  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.

  Purchase on Dec 26th (online at northerntool.com). Upon returning item to local northern tool store location (Jan 8th), I learned of their practice non-disclosure related to their return policy. That practice is that they do not make any attempt to inform the customer that items marked "factory shipped" in the item description are subject to a more stringent return policy than other items sold on their website. In fact, factory shipped items are subject to a 15% restocking fee, different than all other items. In fact, not only do they charge a restocking fee, but will not accept these returns in store and require customers to pay return shipping (to northern tool - not "the factory'). This is a big deal and the fact that nowhere during the normal online shopping experience do they try to notify customers of this fact. They do state this if you read their return policy, however, this is very passive and does not inform the patient during the online shopping experience. Northern tools online lack of transparency to customers on this issue is shameful and not consistent with other reputable online storefronts for brick and mortar retailers. I think Northern Tool needs to waive my 15% penalty on RA#SRO.110315, as well as accept my return in store or waive return shipping charges. I also think they need to change their website to proactively inform customers of the punitive return process during the shopping/checkout process for certain items marked "factory shipped".

  Business Response

  Date: 01/17/2023

  We apologize for any misunderstandings. Our factory shipped items do indeed have to be returned direct to the manufacturer.  In a situation that the product is being returned for something other than defect or damage it may be exempt from any additional fees.  I do see that you have been sent the return instructions from our team and also advised of the restocking fees. 
  

• Initial Complaint

  Date:01/10/2023

  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 ordered a Garage Heater and Thermostat on 12/14/2022. They deducted $1,162.74 from my account on 12/16/2022. The Thermostat arrived almost immediately. The heater was scheduled to be delivered on 12/23/2022. When it did not arrive I contacted Northern Tool and Equipment and they sent me a tracking number and the contact information for YRC/Yellow Freight out of ****************. I reached out to YRC and they have informed me that the trailer had arrived on 12/20/2022 but was not unloaded until 12/26/2022. They further stated that the heater was not on the trailer nor was it delivered to the ************************ previously. They stated that the heater appeared to be "lost". I called Northern Tool on 1/10/2022 and they told me it was scheduled to be delivered on 1/11/2022 and basically did not want to talk to me. I explained the conversation that I had just gotten off the phone with at YRC and that the heater had been lost. I also asked her if she would like to have a 3 way conversation with YRC since the information I had been getting for the last 10 days from Northern Tool was different from the information if was obtaining from YRC. She told me she could only start a claim and that is would be 5 business days before I could get an answer from them. When I asked the gal from Northern Tool if she could possibly track the "tracking number" and see if it was ever put on a trailer she told me "No" This is actually the worst customer service I have ever experienced and quite frankly I am from ********* and have always thought that the people there were so friendly and willing to help, I believe it is called "********* Nice" This person was awful and had no solution to my problem and was not willing to help try and locate my heater. The thermostat does me no good without the the heater. My next call will be to my bank to dispute the charges. I WOULD NOT RECOMMEND THIS COMPANY!

  Business Response

  Date: 01/17/2023

  We are sincerely apologetic for this situation. We did confirm that the product was lost with the carrier and have since shipped a new product to the customer. It is currently in transit.  
  

  Customer Answer

  Date: 01/19/2023

   I am rejecting this response because:  I am happy to resolve this issue once I can find someone to tell me where the heater is that I ordered back in December. I still have no shipping information or a tracking number that I can use to trace this shipment.  Again, I would appreciate either the heater or a return of my money.  Thank you
  
  
  

  Business Response

  Date: 01/29/2023

  Tracking indicates that the new heater was delivered on 01/20/23.  We hope this is now satisfactory. 

  Customer Answer

  Date: 01/31/2023

   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:12/31/2022

  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.

  I ordered a Milwaukee 12v Inflation tool with 2 batteries for a good price from Northern Tool on 10/24/22. They said that the inflation tool was on backorder, but charged my account and sent me the batteries (which are USELESS without the tool). That was the last communication that I heard from them. I reached out on 12/27 to their "customer service" and received a response that the Inflator was canceled from my order (which was NEVER communicated to me...I checked thoroughly, then checked again after receiving this email), and that I could send back the batteries if I wanted to. They claimed it was an "ad error". Why not actually cancel the order when it was made if that were true? No, I don't want to. I unpackaged them and charged them. What I want is the tool that I ordered, that they lied about, that they canceled and never communicated about. I want this company held accountable for false advertising, bait & switch, and theft.

  Business Response

  Date: 01/04/2023

  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 cancel your order or we may contact you for instructions on the order. In this case, the promotion for the free inflator was inaccurate.  The customer is approved to return the batteries for the full purchase price or may keep them at the sale price purchased for of $79.00.

  Customer Answer

  Date: 01/04/2023

   I am rejecting this response because: I'm not sure that you're fully understanding the problem.  You sold me a tool and batteries for the $79.  You only provided the batteries THEN NEVER MENTIONED THE **** THAT YOU NEVER INTENDED TO PROVIDE THE **** THAT I ORDERED, AND THAT YOU ALLEGEDLY "CANCELED" THE ORDER.  That's FRAUD.   I'm not questioning your return policy.  I'm questioning your ethics.  See the difference?  Shame on you.  Thankfully I really needed the tool and was paying attention to the fact that I still hadn't received it.  How many other customers have you bilked?  

  
  

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order in August paying $440.07 with my credit card and $50 on a gift card. Order was lost in transit and never picked up. As of November refund still was not issued. Now it is December 30th and wanted to make a purchase so I can use my gift cards I have before they expire. Still do not have refund from August and they still have the funds from my gift card. Called several times and get told there is nothing they can do on their side and that their accounting department does not take phone calls.

  Business Response

  Date: 01/06/2023

  The customer has been refunded for the order that was lost in transit. This was completed on 12/29/22 back to the original payment type.  Our apologies for the delayed refund.  However, customer has initiated a chargeback with the their credit card provider on the replacement order whereas that have received the product. This was likely done in error with the thought process that it was their only recourse to get the original payment funds returned. We as that the customer does contact us back to settle on the amount owed for good received. 
  

• Initial Complaint

  Date:12/22/2022

  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 placed an order to be shipped to my local store on one of their "special buy" items. I waited 2 weeks before contacting customer service since I hadn't heard anything. They informed me that item was out of stock at the warehouse and their was nothing they could do to help me. They have similar items and could actually create the exact item I ordered by sending me two products they currently have in stock. Every email I sent I got the same reply saying they were unable to help me. This is shockingly bad customer service in my opinion not offering a discount or being able to send a similar product for a similar price as the promotional item. I ordered at the end of November for a holiday gift which adds to my disappointment.

  Business Response

  Date: 12/27/2022

  We have reached out and left a message for the customer on 12/22/22 asking to contact us back to discuss a substitute. We have not received any return communication from the customer. If he should want to discuss the substitute there is a quote setup on his file that will be good for 30 days. 

• Initial Complaint

  Date:12/04/2022

  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.

  I placed an order online with Northern Tool for 4 Ironton 4-Tier Industrial Shelving Rack-77in.xW x 24in.D x 72in.H, model# ****T002, order number# ******** Nov 12th, 2022. Following the order online it was suppose to arrive Nov 17, 2022. Tracing the order the shipment passed my delivery area and continued on t ******. From Nov 17 until Dec 2 order was stationed in ****** at a company that only delivers to Rye on Fridays. Over 2 weeks my order sat in ******, I'm only 3hrs from ******. I got ****** off at an order that was posted on the Northern Tool website to be delivered to me on Nov 17th. I called many times to try and get a delivery date but was told 2 different delivery businesses were involved and one was supposed to make the delivery on DEC 2nd, over 2 weeks sitting in ******. Northern Tool never stated that it would take unknown delivery time. THIS ****** ME OFF ENOUGHT TO CANCEL THE ***** SINCE A DELIVERY DATE WAS UNKNOWN. 3 weeks to deliver an order that was SUPPOSE to be at my house on Nov 17th, and no valid excuses by Norther Tool (Northern Tool only tried to forward me to the other delivery businesses to find out what was going on.) NORTHERN TOOL CAN'T DELIVER ITEMS IN A ****** MANNER IT SHOULD STATE SO, NOT TO TRY AND COME UP WITH EXCUSES! GIVE MY MONEY BACK FOR THAT ***** WHEREVER ITS CURRENTLY AT. i WILL MAKE ANOTHER ***** AND THEN CANCEL *** ACCOUNT DUE TO THE **** POOR DELIVERY NORTHERN TOOL HAS COME UP WITH.

  Business Response

  Date: 12/06/2022

  This shipment is on the way back to our warehouse due to the delivery errors. The refund for the customer has been issues and can take up to 1-3 business days. The refund is for 100% of the original amount of the order ($1290.40).  The customer has placed another order on 12/04/22 for the same items and these are currently in transit.  

  Customer Answer

  Date: 12/07/2022

   I am rejecting this response because: This business jerked me around on an order Northern Tool couldn't keep track of. It didn't show up in 3 weeks and was show on an order page from Northern Tool that it was supposed to be delivered on Nov 17. The **** POOR shipping is the responsibility of Northern Tool, and the 30% non-delivery fee is what I am asking. The order information is shown in black and white on the orders time frame. Northern Tool might change their order information to: Your order will get there sometime/someday. Northern Tool screwed up and should pay for it.
  
  

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May **************** is my cover letter to the Better Business Bureau and my summary document, "Communications Log with Northern Tool + Equipment / 15 July 2022 through 18 November 2022. I did try to write a concise document, however, the details of the myriad communication documents were more than the 'characters' allowed. I have included screen shots of emails and notes from telephone calls with Northern Tool + Equipment individuals that chronicle my failed attempts to obtain a refund for an unauthorized charge to my credit card, notably Item Number ***** / Molded Contour High - Back Seat for $135.87. On 15 July 2022, I placed a telephone call with Northern Tool and ordered (1) one unit of Item Number ***** / Molded Contour High - Back Seat. My credit card was charged $171.84, including shipping. The unit was delivered via *********** to the **** *********** in **********, ******. We are completely satisfied with the quality of the product, an exact replacement for our aged tractor seat.On 2 September 2022, my credit card was charged $135.67 for an unauthorized purchase of (1) one unit of Item Number ***** / Molded Contour High - Back Seat for $135.87--the exact same seat as I ordered via the telephone with Northern Tool + Equipment on 15 July 2022. The unit was delivered to our garage on 27 September 2022.I have tried to include all the emails that accurately detail why the $135.87 unauthorized credit card charge should be credited back to my credit card, plus the issuance of a *** return shipping label for the tractor seat we did not order. The tractor seat is in its shipping box in our ******** would appreciate the review of my documentation for the successful refund of the $135.67 charged to my credit card.Respectfully,***********************

  Business Response

  Date: 11/30/2022

  We have spoken with the customer and advised that an online order and phone order were both created on July 13th, 2022. This was the reason for the two individual charges. The customer has been refunded in the amount of $135.67 as requested and is aware of this. 

• Initial Complaint

  Date:11/11/2022

  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 Steel Dual loading ATV ramps on Northern tool (NT) website. During checkout, I got message that this item will be shipped from vendor and I will be charge $30+ for the delivery. No additional info was provided. I still decided to purchase it. I also immediately called to NT customer service and ask if this item can be returned to the local store. I was told there no problem, I can do it in any store. Later I decided to return it. I came to my local store and was told by manager that they can accept the return only with authorization code. Customer support told that I can get the code within ***** hours, but it really doesn't matter because I CANNOT return it to any store. On my question why I was told opposite, I was told that previous person was wrong and made mistake. When I received email with authorization code I found out that my chance to get my money back is close to zero. Email stated that I have to send the item to Discount Ramps RMA for my own expenses, they will charge me 15% restocking fee and item should be in unused/unopened condition which will be checked by vendor. I tried to call to NT to get explanations, but was told that I have to deal with vendor, and NT has nothing to do with it. On my complaint that I purchased it from NT site, NT charged my PayPal account, all notification and communication comes from NT site I was told that they have policy and cannot do anything. I tried to explain that I wasn't told about restocking fee or condition of returned item when i call customer support and if I knew these restrictions I wouldn't buy the item. I was answered that I needed to check policy before I buy anything. So, if I return it i will get just half of money I paid (shipment of heavy steel item will cost at least $30-$40 plus "restocking" fee) if any (item opened) . I think, I became victim of unethical practice. NT should accept return of the item less delivery I already paid. Order # ********

  Business Response

  Date: 11/28/2022

  Northern Tool + Equipment has communicated with the customer and offered to return the merchandise with a full refund.  

  Customer Answer

  Date: 12/02/2022

   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:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They never deliver my items I order. They take my money and I wait months and nothing.

  Business Response

  Date: 03/23/2023

  Response:

  We have reviewed the consumers files and show that each delivery or store pickup has been delivered. Additionally, we do not show that the customer has reached out to us to discuss any of these.  If there is a particular order in question the consumer can contact us to discuss concerns further.

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Would not give full refund on overcharge Assistant manager beyond rude and nasty. Night before kept pressuring me to hurry up even though I was on the way to the register and had 45 mins left. Next day noticed I was over charged twice. It was only $4 but had to get another part anyways. The same manage *** A was not wanting to help me. I told him about being over charged showed him on line price and told him the price on the shelf was also less then what I was charged. He said what do you want me to do about it in a F off type fashion. He didn't care and when he did the transaction he said here is $1.75. I told him it should be $4. I was told basically that's what I'm going to get back. I called corporate and they gave me a number to call. I left several messages and still no response. *** A is a horrible manager and should not be working in a customer driven position.

  Business Response

  Date: 10/28/2022

  We sincerely apologize for any negative interaction that may have occurred with an NTE employee.  The regional sales manager reached out to ************** via phone.  ************** recalled a rude interaction with the store manager.  We are working internally to train and prevent such interactions in the future.