NorthernTool.com Customer Service Issues

I bought an Ironton 4000w generator along with a wheel kit, only to realize some parts were missing when trying to set it up. I returned to the Garland Texas store at Broadway/Belt Line and I-30, where I was informed that the box was mislabeled. They promised to order the correct kit for me. After waiting six business days, I called the store and was initially told it was ready for pickup. However, upon my arrival, I was informed it was still on order. After some confusion and back and forth, it turned out the kit was indeed in transit. This led to me making three separate trips to the store. I requested a $10 store credit for the inconvenience, but the manager offered me a $10 off $50 coupon, which I found unsatisfactory given my repeated visits and additional expenses.

I made a purchase at the beginning of May for 4 tires on sale with free shipping (item no. [redacted]). I received 1 tire initially, and the remaining 3 were put on backorder. Despite several calls to customer service with varying information on restocking, the ship dates have kept changing. Recently, I received a letter stating the tires would be shipped by June 1st, but now I've been asked to contact customer service by June 2nd or face cancellation. I need these tires for a specific application where they must closely match. I appreciate the kindness of the customer service staff, but I'm frustrated with the lack of clarity on when my order will be fulfilled. Could someone please email me with a fixed ship date? Thank you. Email: [redacted] Customer no. [redacted]2. Phone: [redacted].

I visited store #[redacted] on 5/13 in search of a new pulley for my edger. It was my first time in this store, so I was unsure where to find what I needed. The kind young lady at the parts counter at the back of the store assisted me. She was not busy, so I asked her about the pulleys. She promptly guided me to the pulleys and helped me find the exact one required. She was knowledgeable, energetic, and provided exceptional service. Her name was Sheryl, approximately 35 years old. My transaction number is [redacted] at 2:02 pm. Thank you for the clean store as well.

I am a regular shopper at the Hoover, Alabama store and yesterday I was disappointed with the lack of precautionary measures taken by the employees. While browsing, I encountered an employee without a mask who came within 2 feet of me, prompting me to move away for safety. This experience has left me concerned for my health and hesitant to continue shopping in-store. As a 77-year-old with a wife who also has underlying health conditions, we must prioritize our safety. Despite my desire to support local businesses, the lack of safety protocols is pushing me towards online shopping. I have previously shopped at Northern Tool online, but their delivery times have been inconsistent. I hope to see improvements in safety measures at the store to ensure the well-being of all customers.

I made a purchase on NorthernTool.com through a special on their website. The Order Confirmation number is #[redacted]0, and it was supposed to be ready for pick-up at the store on 30JUN. I contacted customer service on 1JUL, and they advised it was on a truck from North Carolina. I reached out again on 8JUL, and the representative assured me it would be shipped directly to my home in two packages. To my surprise, upon checking my email, I noticed a $14.03 shipping charge that was not mentioned before. Additionally, the order number was changed to [redacted]0. I explained that the original email stated a special price without shipping costs, making it more expensive than buying from another vendor with free shipping. I tried to cancel the order on the morning of 9JUL upon seeing the updated price in the email. However, I was informed it was too late to cancel, and my only option now is to refuse the order upon delivery. I am disappointed by this experience after being enticed by the special offer in the email.

Dear Sirs and Madams, I am writing to express my disappointment with the service I received at your West Allis, Wisconsin store yesterday. The assistant manager, Bruce, was unhelpful and rude during my visit. Despite wanting to purchase some yellow buckets, I was informed there were no lids in stock. When I inquired about using white lids instead, I was met with resistance from Bruce. He insisted I could only get the lids if I also purchased the white buckets, even though they have separate SKUs and prices. Bruce's dismissive attitude and refusal to engage with me left me frustrated and upset. As a result, I left the store and took my business elsewhere. I hope that this feedback can highlight the need for better customer service training among your staff, particularly Bruce. Thank you for your attention to this matter. Sincerely, Mike Location: Northern Tool + Equipment Store [redacted] South 108th Street West Allis, Wisconsin [redacted]

I purchased a utility trailer model# 5X8G from the store on 7/8/[redacted] for $[redacted].99. Later, I noticed the same trailer advertised on their website for $[redacted] less. I reached out via email without a response, then called and was directed to contact the store. After speaking with Manager Sabrina, she refused to refund the difference despite their policy stating they would match prices for the same item verified by MODEL NUMBER within 30 days. She claimed that even though the model number and specs were the same, they changed the internal item number, so they would not honor the match. When I mentioned returning the trailer, she rudely laughed and said she wouldn't accept the return, then proceeded to hang up on me abruptly.