Northern Tool and Equipment Company Inc

Initial Business Response /* (1000, 7, 2015/08/21) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
We acknowledge your letter of August 7, 2015 concerning Mr. [redacted] and his shoe purchase. He was refunded the...

price of the shoes $64.99 (Mr. [redacted] had a $10 off retail coupon he used for the purchase, which is not eligible for a cash refund). Mr. [redacted] contacted our company the last week of June indicating the shoes were too large and wanted to return them. Since this is a drop ship item from the vendor, we sent a return request to the vendor. On July 6th the customer was emailed return information including the return authorization form from the vendor and notified him he would be responsible for the return freight fee and the restock fee. After several communications with Mr. [redacted] asking for the UPS tracking number on his item the manufacturer received that information in August.
The return authorization form Mr. [redacted] needed to fill out in order for the manufacturer to locate the return was not filled out or returned and added to the delay in processing the return and refund. The $15.00 shortage referenced in his complaint is the return shipping fee that we do not refund.
We apologize for the delay in refunding Mr. [redacted].
Initial Consumer Rebuttal /* (2000, 9, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ALL LIES BUT TIERD OF BS FROM NORTHERN TOOL
THEY WERE THE ONES NOT WILLING TOO EXCHANGE FOR RIGHT SIZE TO BEGIN WITH
I WON'T LOSE MONEY CAUSE THEY DON'T BUY FROM ME
THEY WILL LOSE CAUSE I'LL NEVER BUY FROM THEM AGAIN
AND WILL WARN ALL OTHERS OF POOR MANAGEMENT !!!!!!!

I am rejecting this response because:
The main argument put forward by the business is that the diluted household bleach solution used to clean the unit is "corrosive".  This argument has no validity for several reasons: 1. The leaking handle is made entirely from plastic, and household bleach is only corrosive to human tissues (see attached MSDS for bleach) 2. The MSDS for bleach does not list metal, plastic or any other physical material as reactive with bleach (page 6) 3. The handle is cracked, not "corroded" 4. The handle started leaking as son as the solution went through, so the crack was already there 5. On page 28 of the manual it is stated "Flush the sprayer per the chemical manufacturer's recommendations" in bold letter, followed by "Add 5 gallons of the chemical manufacturer's recommended cleaning solution. Operate the spray gun..." Bleach and ammonia are the two recommended solutions for cleaning after herbicide use: http://www.ext.nodak.edu/extnews/newsrelease/2003/071003/11cleanr.htm, and both of them are corrosive to human tissueIn my opinion, the company is just grasping for straws trying to avoid responsibility for defective product. Sincerely, [redacted]

Ms. [redacted] ordered a motorcycle dolly on Amazon.com on 9-30-16. A part was missing and we let her know she would need to box up the item and we would process a return. She elected to wait for the missing part that was not in stock at that time. Ms. [redacted] contacted us in March about the part and...

we indicated it was still on back order. The part arrived on April 6th and we contacted Ms. [redacted] and it shipped the same day 2nd day air at no charge.We apologize for the inconvenience and delay and appreciate Ms. [redacted]'s patience.

see attachedIn response to your April 4th letter, we contacted Mr. [redacted] to address his concerns with his pressure washer. After we verified the issue with the unit, we offered a full refund of the unit and set up the return. Mr. [redacted] indicated he would like to return the unit to the...

Fredricksburg retail store rather than repacking/shipping the unit back to our distribution center. We are working with our retail store to accommodate Mr. [redacted]'s request. We apologize for the inconvenience and once the unit has been returned to our retail store, Mr. [redacted] will receive a full refund for the product.

Initial Business Response /* (1000, 10, 2015/06/24) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
We have reviewed your letter of June 5, 2015. Mr. [redacted] was contacted and as a one-time courtesy, we have...

exchanged the unit. Please note we do follow the warranty limits given by the manufacturer but, given the low cost of the item we made the one-time exception.

Initial Business Response /* (1000, 8, 2016/02/04) */
Initial Consumer Rebuttal /* (3000, 10, 2016/02/09) */
Yes and they sent me a new pair of boots and they are doing same as the first boots
Final Consumer Response /* (3000, 13, 2016/02/22) */
Yes and they sent me a new pair of boots and...

they are doing same as the first boots
Final Business Response /* (4000, 15, 2016/03/02) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
In response to your February 9, 2016 letter, Mr. [redacted] has been sent pre-paid return labels for the return of the second pair of boots to the vendor. Upon receipt of the boots to the vendor, we will send out a replacement pair per his request in the above referenced letter. Please note that if Mr. [redacted] is not satisfied with his third pair of boots, we will not be sending out another pair and a refund will be issued.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would just like to receive the RA number, so that I do not have any inconvenience when I am there as I did previously.

Initial Business Response /* (1000, 10, 2015/07/15) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
In response to your June 16"letter, Mr. [redacted] has been refunded $74.99 for the trailer axle in addition to...

shipping charges he incurred. The advertisement on Amazon showed a 7,000 lb. trailer axle when in fact the item that was shipped was a 3,500 lb. trailer axle. This appears to have been a matching error to a product on Amazon. To have the match error corrected is a long and complicated process with Amazon. To resolve the issue in a timely manner we closed the listing and the item will not repost.
We apologize for the product match error and please feel free to contact me if you have additional concerns.

see attachedPlease accept this letter as our formal response to your letter dated April 4, 2016. Mr. [redacted] ordered a timber jack on March 24th with an estimated home delivery date of March 30th. The order was entered into our system and an e-mail was sent to the customer indicating the order had...

shipped. As a result of an internal error, the order was not scanned and was still at our warehouse. We contacted Mr. [redacted] and he was issued a full refund on March 30th. We apologize for the inconvenience.

Initial Business Response /* (1000, 5, 2015/05/15) */
Thank you for your May 7, 2015 letter. We have contacted Mr. [redacted] and he has been
refunded for all his unused Hotline memberships. Our Hotline membership program renews annually. We send out annual renewal notices with instructions on how to...

cancel the membership if the customer does not want to renew their membership. If the customer does not cancel their membership per the instructions, they will be charged for another year.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to Northern Tool. They refunded the money and I am grateful.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am responding to the below complaint.   As of today 4-9-2016 Northern Tool has taken care of the...

problem.    It took several phone calls but they admitted they had sent out emails with that price.   I had to argue about free shipping ( this was on ad )  but they very graciously took that off too.   So now I am satisfied.  Thank you for your part I appreciate that very much.