• JacksSmallEngines

JacksSmallEngines

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Overview

JacksSmallEngines has a rating of 1.34 stars from 83 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about JacksSmallEngines most frequently mention customer service, credit card, and business days problems. JacksSmallEngines ranks 46th among Lawn Care sites.

  • Service
    27
  • Value
    23
  • Shipping
    25
  • Returns
    12
  • Quality
    16
Positive reviews (last 12 months): 11.8%
Positive
2
Neutral
0
Negative
15
6
See all photos

What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • The customer service agent Stephen Kirk wanted me to take it to a FedEx drop off….
How would you rate JacksSmallEngines?
Top Positive Review

“Took a little longer then expected”

none l.
8/9/23

Both parts said on back order I thought he we go there not going to show up like the rest of the reviews but they did so I'm happy so not sure why so many people Have had bad experience

Top Critical Review

“Jack's Small Engines service poor quality since acquisition by NT”

Richard Z.
10/4/23

I have used Jack's Small Engines for parts purchases several times in the past and had been very satisfied with the company's stock availability and customer support. Then the order I made on Sept. 27,2023 indicated on my order status as all parts delayed by 5 weeks! They state that parts which are on back order will be noted at time of purchase but that notification must have been in small print because I did not see that at all before I completed and paid for the order. They had no problem taking my money though and charged the order to my credit card immediately! I noted that also in small print at the very bottom of their web page this: "Jacks Small Engines, now part of the Northern Tool & Equipment Family" (as of May 13,2021 I found out). I tried calling customer service and got the "there are 5 callers ahead of you, your wait time is 13 minutes" message. Many minutes later, "there are 4 callers...wait time 22 minutes"...fewer callers, longer wait? Another several minutes; 'callers 4 wait time 28 minutes', then I gave up the phone attempt and sent an email requesting refund due to the excessive back order schedule. At this point, it was feeling a little scammy and it would appear that being acquired by NT did not bring along with it Jack's prior 'good service' acumen. I am waiting for the promised reply to my email to Jack's, which they advertise will be "within 24 hours". I'll be looking elsewhere for parts from now on. For now, I'm hoping for a quick refund without the BS that others have been experiencing!

Reviews (83)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (20)
Thumbnail of user mowersplusmobilerepairt
1 review
0 helpful votes
December 7th, 2023

Ordered an engine,6 days later I had to go to their website to find out they canceled the order...no email,no notifications whatsoever.I called their"customer service". Their excuse was that the engine was discontinued,but when I looked up that engine it was still listed but for another &100 I consider it the bait and switch bull$#*!.
Probably my fault,they did the same thing a few years ago and I said I would never do business with them again,but I forgot.
Meanwhile my money will take 5-7 days to get back into my account.
BUYER BEWARE OF THIS POS COMPANY!

Service
Shipping
Thumbnail of user keithg780
1 review
1 helpful vote
August 29th, 2023

Needed a shield for my trimmer, despite having a problem finding the number, I found something and ordered the part. This was the first week July, 2023. I got the part delayed message. The part finally arrived week 2 of August, 2023 and it was the wrong part. I found my error and set up an RMA to return part. Return shipping was on my dime. I sent nearly $20 and got a refund less than half. I looked at my order online and they supposedly 2 of the shields. None of this information was included in the package received. I now have to dispute the order and the refund.

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user tomk1406
1 review
1 helpful vote
October 17th, 2023

Been over a month and have yet to receive parts. One part is ready to ship, the other is still on backorder. My recomendation is DO NOT USE jacks small engines as a parts supplier. They are terrible. When I finally called for assistance, I was placed on hold and no one was availiable. Absolute terrible customer assistance.

Tip for consumers:
Jacks small engines sucks

Products used:
never received

Service
Value
Shipping
Returns
Thumbnail of user richk259
1 review
1 helpful vote
August 23rd, 2023

I placed my original order on 7/27/23 and received shipment on 7/29/23. Unfortunately, I received someone else's order.
I immediately sent them an email, providing them with all of my original information, plus the information pertaining to the other person's order (since they were likely in the same boat). I received a reply from their customer service on 7/31/23 and was told my claim had been sent to the warehouse. Over the next two weeks I emailed them back and forth trying to get an ETA of when I would get my part. On 8/14/23 I finally gave up, and cancelled my order.
It's 8/23/23 today and I have yet to see my money refunded or an RMA for the incorrect part I received.

Very disappointed with the entire experience and will not be a returning customer. One has to ask, is this company even on US soil?

Products used:
Ended up driving an hour and a half (round trip) to purchase the correct part from the dealer. Probably cost less in fuel than the shipping.

Service
Value
Shipping
Returns
Thumbnail of user dougb291
1 review
14 helpful votes
August 10th, 2020

Placed order for items that looked to be in stock. After placing the order, got an email that said "extended delay from vendor". Tried to call to cancel order. They never answer the phone. Their message says to email them and they respond within 24 hours. I emailed a couple times to cancel the order and never got any response. One month later, still nothing. Disputed the charge with the credit card vendor. I'm not sure this is a real company. If so, they won't be in business long.

Thumbnail of user thomasw2634
2 reviews
2 helpful votes
June 7th, 2023

Ordered item from Jack's Small Engines on 4/29/23.
It is now 6/8/23, still saying "vendor delay". I checked, and many other online sites have this product, which I ordered from another supplier today. When I called to cancel I was told by the recording that there were 8 callers ahead of me. DO NOT USE THIS COPMPANY.

Products used:
NONE

Service
Thumbnail of user Wullayen
1 review
0 helpful votes
August 9th, 2023
Verified purchase

Both parts said on back order I thought he we go there not going to show up like the rest of the reviews but they did so I'm happy so not sure why so many people
Have had bad experience

Products used:
Mower transmission and bagger frame

Service
Value
Shipping
Quality
Thumbnail of user jb067964
1 review
1 helpful vote
May 17th, 2023

I've been waiting for a part from Jack's for almost two months. Called customer service and was on hold for 25 minutes. My order had been cancelled but the cancellation email went to my Junk folder, which is exactly where Jack's Small Engines belongs. The response from the customer service rep was try calling every two to three weeks to see if we get the part. What a joke of a company and based on the lousy reviews I can see I'm not the only one that has experienced this. I'm also never purchasing from Northern Tool either, since they outsourced their parts department to Jacks.

Products used:
A part for a Northern Tool pressure washer

Thumbnail of user cball1474
1 review
0 helpful votes
April 3rd, 2023

We needed a new steering shaft for our riding zero-turn mower. Using the diagrams on the website, we were able to identify the part we needed, clicked to add to cart and proceeded through the easy payment process. I received an email right away with the receipt and soon after, I received another email saying my part has shipped. Within 2 days I had my part and am ready to mow when the weather warms up. I will be doing more business with Jack's in the future. Thank you for such a flawless shopping experience

Thumbnail of user seanm1167
1 review
6 helpful votes
November 22nd, 2021
Verified purchase

They partially shipped an important order with no notification that items were not immediately available. I then waited three weeks and the order was delivered incomplete. They charged me the full shipping charge. I then had to go out and buy the missing item elsewhere and pay another expensive shipping charge for an inexpensive small part. Jack's would not credit shipping charge. Due to the poor communication and failure to credit the shipping I'm done with these guys.

Service
Value
Shipping
Returns
Thumbnail of user lees1028
1 review
0 helpful votes
June 11th, 2023

They did not tell me to after I ordered. Same part is available on multiple sites. I will NEVER use again.

Tip for consumers:
If the product is not available tell me up front.

Products used:
Stens belt

Service
Value
Quality
Thumbnail of user ritas696
1 review
1 helpful vote
August 7th, 2023

I ordered some bushings that were supposed to be in stock. The credit card was immediately charged then I was informed the parts were on back order. After 3 months I told them to forget it and refund the money. I was told it would take 3 to 5 business days. It has been 3 weeks and they are claiming they have credited my bank? There was no bank, it was a credit card! This place is a scam! Do not buy from them!

Thumbnail of user travist446
1 review
0 helpful votes
September 26th, 2023

I ordered a hard to find bagger it for my zero turn, confirmed it was in stock, confirmed when it would ship and paid my money. They didn't ship when they said they would (or do anything they said they would. After several very long wait time phone calls, other estimates when it would ship that didn't happen and return emails with explanations they said they would send but never did, they finally admitted they didn't actually have the part and couldn't get it. So weeks into this mess, after missing out on buying somewhere else. I am back to the drawing board for a part I need and now can't find at all. I should have read the other reviews before buying from them. They brag about their customer service but they simply don't have any.

Products used:
Still looking

Service
Value
Shipping
Thumbnail of user garyl1435
1 review
1 helpful vote
July 6th, 2023

3 and a half weeks ago I ordered a Honda crankshaft and seal. Crankshaft was showing in stock and could be shipped to me ASAP, they were waiting on the seal from Honda. Today they tell me they have the seal but not the crankshaft.
Do not believe these lying bastards. Three and a half weeks later I'm still waiting for parts which they said was in stock!

Thumbnail of user kipa13
1 review
7 helpful votes
June 7th, 2021

I placed an order for over 2 months now. They take your payment as soon as you place an order but never get the items ordered. Called them twice, both times they said the items are not in their warehouse and they are still waiting these from the manufacturer, over 2 months now and no definite time when I'm going to received my order. I ended up cancelling them. What a waste of time. I just hope, I will get my full refund. They said 2 business days, we'll see.

Tip for consumers:
Don't waste your precious time. Order your parts/equipment somewhere else.

Service
Shipping
Thumbnail of user angiev82
1 review
4 helpful votes
May 23rd, 2022

These one star reviews are no joke. This company, who is Northern Tool by the way, is horrible! Buy anything you need from ANYONE else.

Tip for consumers:
Buy elsewhere.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jamesg4420
1 review
2 helpful votes
April 22nd, 2023

My wife selected Jack's while I was hospitalized and she needed pick up and delivery which is a service they provide. Our Gravely ZT mower wouldn't crank and needed general service. Around $1800 later our Gravely was ready. Keeping in mind this equipment has always maintained up until my recent illness. Jack's replaced a set a never used spark plugs and kept them, removed Approximately $50 worth of lighting equipment, removed my K&N(lifetime air filter)replacing it and kept the good one. They replace deck pulleys with no apparent problems? By now hopefully you'll be able to see they took a machine with only minor problems, looked for easy replacement opportunities they could over charge to replace and ran up a repair bill that probably exceed the value of the mower. In all honesty this repair reflected on days when sleazy repair shops feasted on women customers. Obviously I can't speak to their motives but I can say I'm committed to never being ripped off like this again.

Service
Value
Quality
Thumbnail of user tommy20211
1 review
0 helpful votes
September 9th, 2023

Cabt get in touch the phone line says 2 callers in front of you then goes up in wait time from 2 min to 22 min after 39 minutes I hung up oarts wrong and took over week site gave me wrong oart numbers

Thumbnail of user janism165
1 review
3 helpful votes
November 5th, 2022
Verified purchase

Just put the starter on and it broke as soon as we tried to start it. I wished I had read the reviews on this business before I bought it because I would of never purchased it. I would like to get back our money on this if we have to send back we will. I had to rate this but it didn't have the 0 as a option. Had to give it a one but it doesn't deserve it.

Tip for consumers:
Don't use it

Products used:
replacement starter for Craftsman riding tractor

Shipping
Thumbnail of user riccardok2
1 review
3 helpful votes
August 18th, 2022

Avoid this place at all cost. They stole my money. I had to get my credit card company to go after them to get my money back. 2 months of hassle just because I told them to make sure they don't ship me a damaged item. They went ahead and canceled my order without letting me know because they were actually sending me broken equipment and then didnt want to return my money. Total scammers. Buy at your own risk! These people are worse than Nigerian scammers. Worst place I've ever done business with. I would give them negative 100 stars if it was possible. $#*! these people.

Tip for consumers:
Avoid these people. They will scam you!!! Buy from Mowers Direct, better quality and excellent service.

Products used:
Truck loader.

Service
Value
Shipping
Returns
Quality
Thumbnail of user calebl147
1 review
1 helpful vote
August 7th, 2023

I ordered my part 6/10 it's now 8/8 no reply back to my email. I'm super upset and just want my money back. I ordered the same kit for my other mowers on a different site. And they came in 2 weeks. DO NOT ORDER from this site!

Products used:
Stripping kit

Service
Value
Shipping
Returns
Quality
Thumbnail of user davidn2331
1 review
0 helpful votes
March 5th, 2023
Verified purchase

I ordered an Aerator but then found one locally. I called Jacks customer service and they answered immediately, were extremely friendly and offered to cancel my order and refunded me the money. I was so impressed. I will definitely order from Jacks in the future.

Tip for consumers:
They were easy to work with

Products used:
small engine

Service
Value
Returns
Thumbnail of user danielm2058
1 review
14 helpful votes
October 14th, 2020

Ordered from Jack's several times. Seduced by price point. Then reality hits. Every order is "back ordered" because of manufacturer. They cannot honor 7-10 delivery. My orders are historically 30 days and longer. They don't disclose this massive delay until you have paid for order. Unethical deception. Never again as there are at least 41 online competitors!

Thumbnail of user jasonr761
1 review
18 helpful votes
August 28th, 2020

It doesn't take much looking at reviews to have an idea of what to expect. Just order the parts you need off eBay from China and you will get your parts and quicker. Just goes to show anyone can make a website to steal money and nothing happens to them. I'd like to take a hot steaming dump in "Jacks" mouth. Screw this company!

Thumbnail of user michaelab20
5 reviews
14 helpful votes
July 10th, 2023

Order Placed On: 6/3/2023 2:29:00 PM
Order Number: *******
Item: Makita XUC01PTX1 18V X2 LXT Cordless Battery Power-Assisted Wheelbarrow Kit

This has been the worst ordering, shipping, and customer service I have had in a long time!
First: I paid for expedited ordering; this did not happen.
Second: The item was shipped through FedEx. It traveled from the east coast to the west coast 2 times each way. It arrived with a signature request, the driver dumped it in my driveway and ran. I did not sign for it! It arrived a mangled mess.
Third: When I opened the box there were no signs of packing material. It looked like I was sent a return. After further inspection none of the nuts, bolts, washers and whatever else you needed to put this item together were missing. No parts list! Handlebars are extremely scratched up/damaged. I paid 1500.00$ for this item.
Fourth: I have been in contact with your customer service through this whole process. I requested a replacement; I was told they are on back order until September. I will not need it then; it is planting time now. I requested a refund; I was told I would get a label for FedEx to come and get it within 24 to 48 hrs. This did not happen. The customer service agent Stephen Kirk wanted me to take it to a FedEx drop off…. 175LBS…. Really? Not only am I handicapped but your company sent me a returned item, that is a mangled mess. I have not received a refund either!
6 weeks I have been messing around with this, I should get paid for all the work I put into all this.

Tip for consumers:
Do not purchase from this company. Every phone call was at least a 30 minute wait. Terrible service!

Products used:
None. arrived with missing parts could not put it together.

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