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Nov 29, 2011
Nov 29, 2011
Pressure washer, parts missing, pickup and return issues
Purchased a power washer online after checking with the store who confirmed that it was in stock. The online purchase was confirmed by Northern Customer service (800 number) that I could in fact pick up the item immediately after the online transaction and take advantage of the online $25 coupon. Went to the store, they wouldn't allow us to pick it up even though they had 9 in stock, same model. Got the call from the store to pick up our order 8 days later, went to the store and they had received only part of the order. The quart of oil for the pump. Really? I drove in to pick up a quart of oil that was shipped in and there are quarts of it on the shelf? After discussing with General Manager he allowed me to take delivery of one on the floor. Don't think he was very happy about it but I offered to cancel the order. We've now had 2 trips to the store to exchange the units due to missing parts. I am currently on the phone with the 5th person from customer service at North Star this time to get an Return Authorization.
I am a business customer as well as a personal customer at Northern Tool. While everyone was pleasant to deal with, this experience will likely push me to Lowes, Home Depot or other possibly other online avenues for my tool and equipment purchases due to the amount of time and hassle this simple purchase has cost me. I rarely fill out online reviews of retailers, but in this case the amount of time I've been shuffled from customer service rep to another number provided me the time.