ComplaintsforHarbor Freight Tools

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At some time in Fall of 2021, my son ****** went into the Harbor Freight store in ****************. He was there with cash to buy a winch. The clerk 'hard sold' him into applying for a credit card instead. My son has Autism and does not have the ability to process a payment system or understand it - i.e. why he was there to buy the winch with cash. Forward 3 months later and I (*****) his father find out what happened. I called to have the account cancelled, but they phone people refuse to talk to me. My son is not able to answer questions on his own volition - he has brain damage (I have the medical papers to prove it) and he is not capable. I don't know what the difference is between me telling my son to say 'yes' and be present and me just handling the situation. Further, the manager on the phone, his name was ******, raised his voice at me and became argumentative. I am trying to help save Harbor Freight further costs - I am willing to send them my son's medical papers directly - I'll even upload them here! But, they want to play the 'demean' game and demand my son's presence. If ****** had simply said, "*********** - as moot as it seems, we need his presence in order to be able to help you." I could live with that. But, to be essentially hollered at and demeaned with words, look - get your lawyers, sue my son and I'll send the medical papers then and you guys can pay a whole bunch more costs. BAD BUSINESS. Further, this makes me NOT want to shop at Harbor Freight ever again. So, you lose MY business on top of it. BAD BUSINESS again. Harbor Freight HARD SELLS a guy with Autism on a credit card - what greed, to take advantage of disable people. You should be ashamed of your business model and then on top of it - push away somebody trying to help SAVE you further costs from YOUR mistakes.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/01) */ In response to ************* current complaint, all of us at Harbor Freight Tools would like to extend our apologies for I apologize for the inconvenience you have experienced with us. What you described is not what we want for our customers. Our goal is to provide friendly and helpful service every day. I forwarded this information to our Credit Card Team. They will review the information and make every effort to correct the situation for you. We appreciate you taking the time to provide us feedback, and again, I apologize for the poor experience. If you need further assistance, please let us know. Consumer Response /* (3000, 7, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried calling again - the credit card team had 'no' update on my son's situation and required his presence in order to proceed and refused to work with me. Hire your lawyer I guess - I'll send in the paperwork - you lose money - I lose time and the lawyer gets some sort of fee for trying I guess. In the future, I highly recommend you don't lend money to people wish severe disabilities and then won't deal with their parents to resolve the issue. It really makes you look bad and you aren't gonna get paid. Just sayin' Business Response /* (4000, 9, 2022/03/21) */ In response to************** current complaint, Once again, I truly apologize for all the inconveniences you have experienced with us and want to extend my apologies on behalf of Harbor Freight Tools. I will follow up with our Credit Card Team. They will review the information and make every effort to correct the situation for you. Thank you for bringing this to our attention. We value your business and look forward to serving you again soon.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 tool boxes this pass week from this store. I own a high end barbershop in Dallas/Galleria area. Upon expanding our location my barbers requested tool boxes as their stations. I have purchased all 12 of my stations from harbor freight. Until yesterday I was definitely a returning client and would refer my mentees to your store as well. I needed 4 more stations for my location as we continue to grow, the actual tool boxes that I have were no where in the Dallas area. Your assistant manager in your Rockwell store took the time to find the nearest store that had my particular tool box that I was looking for. He saw they were in Corsicana which is an hour and a half away from me. I was willing to drive and I did so and purchased all four tool boxes that they had. I drive a Range Rover Sport so I was unable to fit them all in my vehicle. I actually knew this coming to the store and was only going to purchase 2, but the employee knew I needed more and assured me that if I purchase all 4 they would hold them until I came back on Monday. I purchased themThursday. I was fine with that so I purchased them. The next day someone called asking when I was coming I told them Monday they said ok. I got another call from your store manager, *****, and he ask the same question I gave him the same answer and he said I could not do that. He said the employees were wrong and I need to come immediately and pick them up. I stated I could not and explained to him that he should explain policy to his employees but I can't make it until Monday. He told ok it was fine and hung up the phone as if everything was ok. After that I got an email that he was returning my items. I called him and asked why he say because if some one comes to but them an they sale them he doesn't want to be responsible. I asked how can you sale them if I already purchased them he say because I need to come pick them up. My biggest problem was the deception because he got off the phone with

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/03/01) */ In response to Ms. ******'s current complaint, all of us at Harbor Freight Tools would like to extend our apologies for the delays in receiving merchandise that was ordered With respect to Ms. ******'s purchase referenced in this complaint, we have contacted the customer directly and taken care of their specific order. We hope that they, as well as our other customers can accept this apology, as well as our appreciation for their continued patience. This crisis has thrown lots of curve balls our way, but our commitment to all of our customers now and in the future is to meet and exceed their expectations. We hope we will have another chance and are confident the next experience with Harbor Freight Tools will be a much better one. Thank you as well for providing this opportunity to respond.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased some items and wanted to return them in unopened and pristine conditions and with receipt. This was within a month or so of the purchase. Harbor freight demanded to scan my ID and refused to refund my money UNLESS I showed them my ID. I had no other option other than either to either keep merchandise I didn't need or show them my ID. I object to this practice. With all the identity theft and data breaches going on, it was already annoying that establishments save our credit card info and address and phone numbers. Now they save our ID info. I demand they stop scanning people's IDs especially when customers exhibit proof of purchase. I also demand an apology and deletion of my personal data from their servers. Thank you.

  Business response

  03/15/2022

  Business Response /* (1000, 8, 2022/03/01) */ In response to ****** ***** ****** current complaint, I apologize for the inconvenience you have experienced with us. What you described is not what we want for our customers. Our goal is to provide friendly and helpful service every day. I am happy to forward this information to the appropriate District Manager, however, please provide me with the store address, including city and state, and your phone number so we may contact you. Once again, thank you for taking the time to contact us. As soon as we receive the information, we will forward your request. We truly appreciate your feedback.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 29 2021 I bought a heater online. It was shipped via ***** economy I never received the package and contacted ***************. *************** told me to contact Harbor freight and file a lost package claim. When I tried to call Harbor freight corporate office I was put on hold for two hours and was unable to get through to a representative.

  Business response

  02/04/2022

  Consumer Response /* (2000, 9, 2022/02/04) */ I have received the product the situation has been resolved

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horrible customer service, rude and unprofessional manager ****** ********. We called in December for a toolbox to see if they had it in stock. They claim they did, we drove an hour to their store, when we got there the two they had in stock supposedly were already purchased by someone and had not been picked up. They said we should have been told that. So they told us we could order one and they GUARANTEED it will be there no later than Jan 3,2022. We called on 3rd and they did not have it. The lady that answered said that the next week they would have another truck and will be on that one. We called, no box. Told us next week. We called on 10th and told they didn't have it AGAIN but a truck will arrive the next day and it will be there. We call in the morning and are told again that no tool box is there and they have another truck coming the following week. My husband obviously upset was talking in the background telling me to ask for a refund or another store to get it at. The ma agate started yelling at me telling me to shut up and that I was mean to her cashier, which at that point we had not been mean, we were obviously upset from getting dragged on but not mean, when I told her that she hung up on me. I called again, The manager than proceeded to yell at me that there are no guarantees on orders and it will take as long as it takes. I told her that her employees had promised Jan 3 and even promised it will Be there a week after that again, she called me a liar and said again screaming there are no guarantees while cursing at me. At which point I kept telling her that I need my money back or another store that has it in stock. She REFUSED to search to tell me what other store had it in stock and kept hanging up on me. I kept trying to call and they will just pick up the phone and no one answer and I could hear them in the background. I kept calling until a lady who claimed to be new told me I could take to any other store while cursing at me, and hung up

  Business response

  03/29/2022

  Business Response /* (1000, 13, 2022/03/01) */ In response to Ms. ********'s current complaint, I apologize for the inconvenience you have experienced with us. What you described is not what we want for our customers. Our goal is to provide friendly and helpful service every day. I am happy to forward this information to the appropriate District Manager, however, please provide me with the store address, including city and state, and your phone number so we may contact you. Once again, thank you for taking the time to contact us. As soon as we receive the information, we will forward your request. We truly appreciate your feedback. Consumer Response /* (3000, 15, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached is a screenshot of location. It's in Arbundale Florida. Please make this right. Some employees at that location have a horrible attitude towards customers. Specially the manager. Business Response /* (4000, 19, 2022/03/21) */ In response to Ms. ********'s current complaint, once again, I truly apologize for all the inconveniences you have experienced with us and want to extend my apologies on behalf of Harbor Freight Tools. What you described is not what we want for our customers. Our goal is to provide friendly and helpful service every day. I forwarded this information to the appropriate District Manager for Store #***. They will review the information and make every effort to correct the situation for you. We appreciate you taking the time to provide us feedback, and again, I apologize for the poor experience. If you need further assistance, please let us know.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a motorcycle lift order # ********* on Dec. 5 2021, for my husbands Christmas present. I patiently waited for to make appointment for deliverly and did so through a trucking company dispatch. Dispatcher called and we set an appointment and agreed on Friday December 17, between 9am to 4pm. Waited all day and no delivery called trucking dispatcher and he said that somehow the item didnt go out, but rescheduled for Mon. Dec 20 and agreed to be home for delivery because it was a 1000 lb lift. Got call from truck driver and said he wasnt able to find my address and tried to assist but he couldnt tell me his location, asked if he had gps and he could find it easily. Not sure if he hung up ,or dropped call but heard from dispatcher from SAIA and I let my husband take the call because he could be more helpful with directions. Dispatcher could not give him location of driver and my husband stated that if the driver had gps he could find it easily, dispatcher said that they would just send it back to Louisville and was very rude to my husband and hung up. Called HFT and they said that they could only communicate with SAIA through email, and said they couldnt do anything. At this time I wanted to just cancel order and get my refund within a reasonable time. I contaced HFT multiple times and spoke to multiple customer service personnel and each time I had to repeat entire story and said I just wanted my refund for an item that was never delivered. Finally after multiple calls to HFT spoke with an associate Gualaloupe and she assured me that they transferred money back to my debit card, checked band app and 685.75 was in my account. This morning Jan 7th 2022 checked bank and the credit to my account was no longer there. Called and spoke to another associate Alex and he said that it had been deposited and I assured him that it was not. My husband did not get his Christmas present and now they will not deposit funds back into my account.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a tool box in August of 2021 was promised product by October 2021. Called multiple times for update and no one could located toolbox. In November 2021 cancelled order due to no one being able to find and said maybe by January 2022. Harbor freight still has not cut use a refund check and has charged us for the interest on products we have never even received and won't help us in anyway. It has been over a month.

  Business response

  01/20/2022

  Consumer Response /* (2000, 9, 2022/01/20) */ they finally ended up cutting me a check for the refund so the issue is taken care of thank you for the assistance

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  10/31/21---$******* ICON tool box purchase. Store informed us we would be contacted for deliver date. 12/01/21-- no communication from anyone. So I called customer support who then informed us estimated deliver date was 12/15/21. 12/15/21 no one had contacted me so i called Customer service. Who then escalated the issue to the "back". 12/16/21 moving company called and schedule delivery for 12/17/21. 12/17/21 moving company upon loading discovered irreparable damage to the item. Giving item back to the warehouse stating it was undeliverable. 12/17/21 I called Customer service to find out next steps. I was informed theybwould escalate the issue to the "back" and someone would call me that day. 12/20/21 I called customer service since I did not hear from any. I was again informed it would be escalated to the "back". 12/27/21 I called customer service 4 times. 3 of those time I was hung up on which is why I called to call back so many times. Over 3 1/2 hours in total this evening on hold just trying to speak to a supervisor. One representative smarted off when I asked to speak to a supervisor. I was informed *******, who was not a supervisor, would "100% for a fact " call me back by the end of the business day. I was informed ******* could not take my call as she was going to call the warehouse to see of any others were in stock. Never received a call instead ******* emailed me stating she would get back to us regarding a new shipment day when one was available. I was denied by every representative to speak to a supervisor and was denied the number to corporate.

• Initial Complaint

  12/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My warranties for my generator is not being honored. I was charged $100 for a refurbished generator that was presented to me as new. I currently have 2 open warranties and they are not being honored. I want every refund for the refurbished generators and I want my new one under my open warranty.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 12/16 I purchased an electric pressure wash from this store. The employee that rang up the item informed me that if I had any issues I would be able to exchange the item or return it for a full refund as long as I have the receipt. I returned to the store on 12/18 and wanted to return the item because the water did not flow throughout the pressure washer properly. I was going to purchase a different brand but it was not in stock so I asked for a refund. The store manager Salvador approached me and was extremely rude. He told me that I would be responsible for a restocking fee. I showed him my receipt and explained that the previous employee did not say this nor was that written on my receipt. He told told me my only option was to pay the restocking fee or get another item. After that point of being disrespected and humiliated in front of the store I wanted out of the store. I returned the item and paid the restocking fee. I am disappointed that I had to pay a fee for a product that did not work and I would like my money back. I also would like that employee to be fired for the way he treated me.

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