Back in 1981, Don Kotula began selling log splitters out of his garage. A former heavy-duty equipment salesman at Ziegler, Kotula thought he might do better on his own, selling items that he believed people really needed.
Soon, Kotula had so much business that family members need to help him fill orders. Kotula opened his first store in Burnsville, Minnesota.
In 1991, Kotula began manufacturing his own tools and equipment under the NorthStar brand. Sales of NorthStar products make up a full 20 percent of company revenue.
In addition to Northern Tool, the company owns the Golf Warehouse and the Sportsman’s Guide, acquiring both of these companies in 2012.
In 2023, Northern Tool continues to expand and is opening multiple new locations such as this one in Cincinnati and this one in Kentucky.
Northern Tool maintains a corporate office in Burnsville, Minnesota.
Back in 1981, Don Kotula began selling log splitters out of his garage. A former heavy-duty equipment salesman at Ziegler, Kotula thought he might do better on his own, selling items that he believed people really needed.
Soon, Kotula had so much business that family members need to help him fill orders. Kotula opened his first store in Burnsville, Minnesota.
In 1991, Kotula began manufacturing his own tools and equipment under the NorthStar brand. Sales of NorthStar products make up a full 20 percent of company revenue.
History
In addition to Northern Tool, the company owns the Golf Warehouse and the Sportsman’s Guide, acquiring both of these companies in 2012.
In 2023, Northern Tool continues to expand and is opening multiple new locations such as this one in Cincinnati and this one in Kentucky.
Northern Tool maintains a corporate office in Burnsville, Minnesota.
Subject: Appalling Customer Service Experience at Northern Tool – Manager Andrew’s Unacceptable Behavior
I am writing to express my profound disappointment with the service I received at your Atlantic Blvd, Jacksonville Florida on 1/6/25. As a loyal customer who has made numerous purchases from Northern Tool, I was appalled by the treatment I encountered during my recent visit.
Approximately two weeks ago, I purchased a Delavan 12V On Demand Pump (Model 5850-201E-SB) from your store. Unfortunately, the pump was faulty, prompting me to return to the store for an exchange. Upon arrival, the cashier, whose name I regretfully did not note, was courteous and promptly approved the exchange. Her professionalism set a positive tone, and I proceeded to select a replacement pump.
While I was in the process of choosing a replacement, I was approached by an individual named Andrew, who identified himself as a manager. To my astonishment, Andrew abruptly informed me that he was denying the exchange. When I inquired about the reason behind this decision, he failed to provide a coherent explanation. Instead of addressing my legitimate concerns, he chose to evade my questions and, without justification, demanded that I leave the store. His demeanor was not only unprofessional but also overtly hostile.
Feeling increasingly uncomfortable with how I was being treated, I began recording the interaction on my phone. I wanted to document the situation for my own protection and to ensure accountability. Notably, Andrew made deliberate attempts to conceal his name badge, an action that further undermined his credibility and suggested an awareness of his inappropriate conduct. As I exited the store, I expressed my dissatisfaction by stating that his customer service was terrible. In response, Andrew mockingly clapped, a gesture that was both insulting and indicative of a complete disregard for customer relations.
I would like to highlight that, according to Northern Tool’s return policy, products can be returned within 60 days of receipt for a refund or exchange. There is no stipulation that would justify the denial of my exchange under the circumstances presented. (northerntool.com)
This experience has severely tarnished my perception of Northern Tool. As a business owner who relies on quality equipment and dependable service, I can no longer justify patronizing an establishment that permits such disrespectful treatment of its customers. Consequently, I will be taking my business to alternative suppliers such as Amazon and Harbor Freight, where customer service is held in higher regard.
I urge you to address this matter with the seriousness it warrants. Allowing such behavior to persist not only alienates loyal customers but also damages the reputation of your brand. I hope that appropriate measures will be taken to ensure that no other customer has to endure the mistreatment I experienced at the hands of Manager Andrew.
I called to check the order status of my order and I was told they couldn’t find my order number so they escalated me to the most RUDEST ladies Anette and Victoria they threatened to hang up multiple times when all I needed was to talk to a manager they kept givng me run around. So after I was hunged up on I called back and get a very pleasent lady Tao who said she will have a manager call me back dont know how true that is but we will see if I get a call back. Just would like to get the tools I ordered. Most likely wont order from Northen Tool if this is how they treat their customers.
I wish I had read the comments about Northern Tool and all the problems that the customers have had before I purchased a generator that threw a rod and only had a warranty for 90 days nobody will help me this generator is less than 7 months old and it’s broken at no fault of my own the regional manager won’t help the store manager won’t help in corporate headquarters only gives me a phone number to order a catalog I’m going to spread the word on social media about how terrible Northern Tool is it would have cost them less to help me then it’s going to be for somebody to go in there and tear their mouth out
A Power Horse generator 7500i was delivered on July 9, started using it the next day, ran 5 hours to power our RV. Called customer service wanting to return it or exchange it and got the run around. We use our RV to live in, we are in Florida, we need it to survive. Talked to 3 different people, couple hours on the phone, no one could authoize a return. First they said it was used, unless you use it you do not know if it works! Then at the end they said we broke it. I am so dissatisfied with this company. A local store said if we could get an authorization to exchange it they had another one we could pick up. Of course we could not even get to the people who can make a decision to return. This company sucks in customer service.
What kind of business will not at least exchange a broken product within 2 days of receiving it? Northern tools.
On 4/25 I purchased a dump bucket to be delivered to the Johnson City TN store. One month later after several calls to Northern Tool both to the local store and to the online contact I was told the item was lost in transit. I replaced the order on 5/24 once again to be shipped to the Johnson City Store. Clarified this with the sales rep. Instead it was shipped to my billing address which is in Arizona. I will not be returning there for 6 months and I need the tool for my property in TN. Supervisor told me that there is nothing that can be done as it was the company policy to deliver to the billing address. Since when? How did the first order go through if that was the case. I out over 300 with no tool. Uncaring and irresponsible company.
6/8/22 I returned a chainsaw that had never been started. They told me $40 to look at a brand new chainsaw and see if it was my fault. I told the rude lady that I would just return it. She said I could not. I had to pay the $40 first. Then she tried to keep me from taking my already paid for chainsaw, literally grabbing it and holding it to attempt to prevent me from taking it. That is called theft. I took it from her by force (grabbed it from her) and went to the cashier to return it. The tech returned from lunch (Thomas) and proceeded to call me a child because I was angry that they tried to rip me off. Nice. Then they tried to throw me out of the store. Said I upset the lady who tried to extort and steal from me. I said I would not go until I had returned the garbage sold to me. Northern tool sucks b*lls. I wont ever purchase anything else from them. There are many other places to buy chainsaws who appreciate my business. Their prices are not any better than other stores who know about customer service and don’t have rude employees that think they can treat a customer that way. Of course they had to give my money back and the only thing accomplished by their rude and uncalled for behavior is they lost a customer that spends a lot of money. The store # is 647 in Lewisville Tx. assoc. 000099. My number is 214 762 XXXX feel free to call and discuss your employees behavior if you dare. Nothing you can do to ever get me to return.
Don’t order ANYTHING from this company. I ordered a heater SIX weeks ago, no one knows where it is. They DON”T want to refund my money . I bought it from the Beaumont store. When I call about it I get this DODO woman , she lays the phone down on the counter {we have been on hold 30 mins then again 1 hour. They are the MOST RUDE people I have EVER dealt with! It is the SIGN of the times. This company needs a MAJOR clean -up. I was told I would get the heater in TWO weeks !!!!! BEWARE
First I would like to say that the people at Northern Tool have always been helpful and have tried to help me with this issue. However, Honda has continually given Northern misinformation and I am still sitting her holding the empty bag.
I purchased a $6000.00 Honda generator from Northern in March 20212 that was delivered in July of this year. Upon assembly the axle was found to be defective the wheels would not go on the axle therefore,
I have been unable to move a 500lb generator since July. Thus far after calling Northern month after month all I have heard is CRICKETS..
Now the problem is falling on NORTHERN TOOL..YOUR COMPANY’S founder was all about customer service..WELL NOW’S THE TIME FOR ME..I NEED THE REPLACEMENT AXLE for the generator..
I purchased a transfer pump on 9/14/21. I was told it would probably be the middle of October and it should be here, well its the latter part of October and when I called about the pump I was informed it may be the end of November. I need someone to find out where my pump is and get it to me as you have used my money since September.
Hello,
I read reviews and I was excited to buy your 31 Gallon Tow-Behind Trailer Boom Broadcast and Spot Sprayer.
Unfortunately I found I couldn’t pick it up anywhere near where I live (Siloam Springs, AR) although I had no issue with driving to Tulsa . Instead, I was informed I would have to pay a shipping cost of at least $45.00 or wait 12-14 days to get one.
I have chosen to look for another brand rather than go that route. I am extremely disappointed that I was led to believe one price, then have the price upped on me by $45.00 for shipping. I hope that Mr. Kotula or the CEO Ms. Kotula reads this, and understand my frustration and now distrust on your brand.
AWFUL AWFUL AND MORE AWFUL !!!!!!!!
your”JACKS SMALL ENGINE CUSTUMER CARE” by phone makes you feel like one dumb a** costumer….. I plan on putting this on every site just to warn people in advance what you will be up against (im not alone look at your reviews)…..Received wrong part that took weeks to get……….Called on JUNE 5th on hold for 15min just to get a Jerk off that made me so FRUSTRATED by making me feel like i was interrupting his COMMODE emergency…He got me to the point of telling his A** off but i took the high road and said ill call another time…..but it gets better on todays call JUNE 7th i waited 59 MINUTES to get DAVE was he the same guy from JUNE 5th ? the frickin attitude told me it was ( then you folks only have 1 a-hole) he again dominated the conversation asking for model # i gave him 1st time but he said i have to have more # ….I dont order parts everyday THANK GOD from DAVE and i will never again …..Ill throw the engine away before i deal with his a**….Im sending back the wrong part and i can’t trust the address he told me thats how bad he was….105 Industry ln Forest Hill,Maryland 21050… God Help your Company and by other comments your going to need everything GOD has to offer…
I have the Northern Tool credit card and because my fico dropped 2 points and it has gone way up since then they lowered my credit on my card. I have never heard of this till now. I’m in business and have paid on time every time. No good. I’m moving on. O my Fico went down because of what they did also.
I purchased a hydraulic lift from one of your stores on March 18, 2021 with a anticipated delivery date of April 2, 2021. I have contacted the store in person and via phone call numerous times to no avail. I ended up speaking with one of your District Managers April 14th and he was supposed to call me back by April 15th but I have not heard back from him even after several additional phone calls and text messages.
I am very frustrated by the lack of concern for my inconvenience and loss business because my money [approximately $2,400] is tied up on this transaction. At this point, I would like to have my money back to close out this transaction. I paid in cash which is clearly indicated on the sales receipt. Please have someone contact me for a solution. I prefer a phone call 469-337-XXXX.