Northern Tool and Equipment Website Stay Away!!!!

RBrown · Jun 30, 2001

On Monday I finally convinced myself to order a new suspension seat for my B2710. However, I made the mistake of using Northern Tool and Equipment's website to do it. I had requested second day shipping so that I could have it by this weekend. NOT!!!!!! I will not be recieving it until next week sometime. I found out thru one of the reps. that all internet orders print out to a printer and then have to be hand entered into the system and that usually takes 48 hours to happen. Not only did they screw me on that, but they also cancelled my order after I inquired how the cancellation process works. The reason I made the inquiry was because I found another vendor who might have the seat that I wanted and I told the rep. that I would call back the next day to cancel if the other vendor had it in stock. However, he didn't have the seat in stock. I am now waiting to see if they are going to refund me the additional shipping charges or if I have to refuse delivery all together. Alls I wanted was a little nicer ride while mowing!!!!!

glennmac · Jun 30, 2001

Ain't that a kick in the seat of the pants!

deere4600 · Jun 30, 2001

I had a similar problem with Northern. I ordered a 4 wheel wagon (running gear). I had the wagon shipped to a business address as it can be difficult for the Federal Express or UPS trucks to maneuver through my tight winding driveway. The wagon was shipped in two boxes. Box 1 was supposed to include the steering half of the wagon and box 2 was the trailing half. I received two of Box 1 (steering half). I called customer service the following Monday only to learn that the "customer service" department at Northern should be called the "don't bother me, I'm late for my break" department instead. After I asked to speak with a supervisor I was assured that the correct half of the wagon would be shipped out the same day. A week went by and still no back half to my wagon. I called "customer service" again. THis time the "customer service" department should be renamed the "we've got better things to do here than worry about your little $250 wagon" department. They tried to convince me it was UPS that was the problem and that I needed to be patient. I asked them to contact UPS to find out where the shipment was. I was told that there was no way to track the order as it was a partial shipment (whatever the hell that means). I called the next day and talked to another supervisor who was actually helpful. She put me on hold for 5 minutes but discovered that my back half of the wagon was still sitting on the dock waiting to be picked up. She apologized for the screw-up and assured me that UPS would deliver within two days. She was right. Unfortunately, the company that manufactures the wagon made some changes (or a different company) as the rear half did not match the front half. The wheels and tires were a different size (smaller) and the tracking was was off by anout three inches. The pipe that connects the two half did not match and when I tried to hook the two together there was a big droop in the middle. I was ready to give up. I called customer service the next day demanding that they send me a complete new wagon (box 1 and box 2) or that the arrange to pick up the pieces in my garage and refund me money. Northern agreed to send me a new complete order and send me mailing lables to return the pieces. UPS delivered to my door the correct order the next day. The wagon is built rather poorly but works for what intended. I doubt I will order from their catalog again. The experience was just too painful.

patrickg · Jun 30, 2001

I'm curious about the other side of the coin. Has anyone had any positive experiences with Northern? That is, other than buying something simple, small, and cheap. Any expensive, involved stuff that was good quality? Any examples of their going out of their way to make a satisfied customer?

Years ago, similar questions regarding another outfit (asked from a different venue), all turned out negative. I could find no one who was really satisfied or evidence that the company ever did any thing out of the ordinary to help anyone. Don't recall their name but it isn't important because they went out of business, unfortunately leaving many paid orders unfilled.

Just want to get some more facts before I make any decisions.

Patrick

Von · Jun 30, 2001

Re: Northern Tool and Equipment Website Stay Away!

I have gotten quite a few items from Northern with no problems, and I have made returns and have had them stand behind what they were selling. I did buy a water pump that was drop shipped from the factory that was bad, they had another one at my door in less than a week. Their
prices are not the best on some things, but they are cheaper than I can get some stuff locally.

GlueGuy · Jul 1, 2001

Well, I am waiting for my first (ever) order from Northern. I just ordered a few small odds and ends. I've been waiting a liitle more than a week, but nothing in sight, yet. I was a little shocked at the shipping charge ($15), all for an order of about $60. The stuff I ordered shouldn't weigh all that much (I think). We'll see.

The GlueGuy

RPM · Jul 1, 2001

GlueGuy,

Bad timing! I see your post dated July 1st - and I just got an email stating that Northern Tool is giving free shipping on all orders from July 2nd to July 15th.

I don't see it on their web-site though ... must just be to their email subscribers ... anybody else get this?

---------------------------

**********************************
Free Shipping Summer Sale!
**********************************

Celebrate the 4th of July with great savings and FREE SHIPPING! Order anything from NorthernTool.com from July 2nd to July 15th and receive FREE SHIPPING on your entire order up to 50lbs. This offer is good on ground shipments only. Free Shipping is NOT available on air or truck freight shipments.

...

Bird · Jul 2, 2001

I've had no complaints with purchasing from Northern Tool in person at my nearest Northern Tool store, and I even ordered one large item via telephone without a screw-up, but I, too, learned not to use their Internet ordering. I ordered 4 small items (all showed to be in stock). I got an e-mail saying 2 were being shipped, one backordered, and no mention of the 4th one. After a long time on the telephone, I eventually managed to get part of the order cancelled, then just refused delivery on the two items that UPS showed up with (as Northern Tool told me to do), and they eventually credited my credit card for the return. Nevermore./w3tcompact/icons/frown.gif

Bird

GlueGuy · Jul 2, 2001

I did my order over the phone. Never ordered anything from them before, and I thought I would "try them out" with a simple non-critical order. Still waiting, day 10.

The GlueGuy

gmason · Jul 3, 2001

Well I know this is a little off topic, bit I thought it might save a few folks a few $$$. Sears.com has a link to their Price Matching policy. The price match Etailers too. Pretty good deal!
There are a few exclusions, but not too many. After a little Web searching (Very easy with Pricegrabber.com) I bought a Sony Digital Camcorder. About 1k retail, lowest web price~650, took it to the brick and morter Sears store following the guidlines, and got the store manager to OK it and saved $350. Sometimes this web can be a wonderful thing.
Check it out and have fun.
Good luck with NT, I usually prefer Agri-Supply in our area.

gary