Richard Z.

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!