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1 Review by Philip

NorthernTool

NorthernTool

3/19/19

I will never buy from Northern Tool again. They are totally incompetent and have absolutely no interest in solving the customer's problem, even when it is caused by them.

Save your money and shop elsewhere.

+++

I bought some items from Northern Tool through two orders placed in response to an email marketing message notifying me of a sale they were having.

The suggested delivery dates came and went so I emailed customer "care" asking if there was a revised delivery date.

Rather than just admitting that they'd overlooked my order, I was told that they had just cancelled my order. When I challenged why they had done this rather than just fulfill it they said that there was a problem with the delivery address.

I send them a screenshot of the order as placed showing that there was no error with the delivery address.

Customer "care" then changed their story do a different fictitious excuse - now it was allegedly due problem with my payment. Again I sent a screen shot showing the transaction as having been approved by PayPal with the funds still sitting available for them to complete the transaction.

Now the customer "care" excuse changed to that they couldn't see the status on their screens so there would not help me further and I would need to re-do the order.

I asked if Northern Tool would honor the sale pricing as the error was clearly on their side. Customer "care"s response that it was my problem that they had messed up my orders and that I would need to re-purchase my items at the non-sale price. Despite several messages suggesting that in the circumstances it would be reasonable to ask that they take my order on the original terms, they flatly refused to do this. Their position was that the cost of their mistake was going to be my responsibility.

I told them that they had lost a customer for life and that I had no interest in doing business with them.

These people simply don't care about the buyer and just invent bogus reasons for their own incompetence.

It would have been simple matter just to admit that there had been a glitch and that they'd get things back on track and I would have been perfectly happy.

But their approach to taking care of the customer is to blame the buyer for their incompetence and expect the consumer to cover the cost of their mistakes.

You would be well advised to AVOID this company and shop somewhere that handles service issues professionally, and which does not invent false excuses for their own inadequacies.

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