Northern Tool + Equipment — Local services in Snellville

Subject: Poor Customer Experience – North Star Sprayer Purchase

This has been by far the worst customer experience I have ever had.

I purchased a North Star sprayer three days ago along with the protection plan. When I attempted to use it for the first time today, I noticed water pebbles forming. After closer inspection, I discovered that two plastic threaded areas were stripped. Because of this, the parts could not be tightened properly, making the sprayer defective.

I called the store to explain the issue and was told to bring it in. When I arrived, I was not greeted by Benita, who was engaged in conversation with her husband and child. The interaction was uncomfortable, as she did not seem to understand the seriousness of the issue, and I also felt tension from her husband’s presence. Instead of addressing the actual defect I explained, she insisted the unit needed to go to repair—even though plastic threads cannot simply be re-threaded.

When I asked for a manager, I was referred to Michael. Unfortunately, he brushed off my concerns without examining the defective sprayer and repeated that it needed to go to repair. I asked about a refund, and he stated I could not receive one until after a repair evaluation—which I have never seen in your policy. This is especially concerning since I purchased the protection plan for this very reason: to avoid being stuck with defective equipment.

Only after I pressed further and showed him the leaking areas did he silently walk away, bring out a replacement unit, hand it off to Benita, and leave without explanation or apology.

This experience reflected very poor communication, leadership, and customer service. I left the store feeling dismissed, disrespected, and extremely disappointed.

I am asking for clarification on your policy regarding defective merchandise and protection plan coverage, as well as assurance that customer concerns will be taken seriously in the...

I bought a blower from this store, and after using it for a short time, it started having serious issues. When you press the gas, it accelerates weirdly and pulls to the side. I called the store to get help, and they told me to go to their location in Stockbridge. Once I got there, they said they couldn’t fix it and that I needed to take it to another location, either Conyers or Snellville .

So I called the Snellville location, explained everything, and they told me to bring it there so they could check it out. I drove 45 minutes from my house just to get there. When I arrived, one of the workers told me they couldn’t fix that kind of problem, and then another person came out and repeated the same thing. I had to explain the whole situation again.

We bought this blower only about 28 days ago, and the receipt says it can be replaced or exchanged within 60 days. But they kept saying that because it’s gas-powered, the warranty doesn’t apply — unless I paid extra for another warranty. They also proceeded to explain me that I was supposed to pay 60 dollars just to get it checked out by the technician in order to see what was wrong with it, and if something was wrong with it that wasn’t covered by the manufacturer we would have to pay extra money to get it fixed up! Then the store manager, that goes by the name of William Draine , came out of nowhere yelling at us with a bad attitude for no reason. We were calm until he started screaming, and it turned into a disrespectful situation.

Overall, this was a terrible experience — no help, no respect, and a complete waste of time and gas. I wouldn’t recommend this...

This Northern Tool sold me a lemon. A NorthStar Hot Water Pressure Washer that has worked 10% of the time I have had it. I am a veteran who owns my own business. I purchased this in August of 2022. Less than a month later it was back at Northern Tool for repair. They kept it for almost 4 months then called to say it was fixed. I picked it up, took it home only to find out that nothing had been repaired. That meant I had to make another trip to Northern Tool, which takes me 3 hours round-trip. I dropped the machine off at the Snellville location. They replaced the switch under the heater coil and sent me on my way. I returned home and used the pressure washer for a week and it breaks down again, pressure building too high and throws the breaker. I spoke with the district manager who said she wouldn't replace it but would fix it good as new. On February 16th my dad passed away and the machine sat for several months. I was able to get to Northern Tool in October, another 3 hour trip to drop off plus 3 hours trip to pick up 2 days later. This time it was supposed to be fixed good as new per Holly. I brought the machine home and it worked for 4 days. I immediately sent the tech a message telling him it wasn't working properly.

I had to make another 3 hour trip to drop the machine off. The next morning I receive a text that it would cost almost $400 to repair the piece of junk they sold me for $4,000. I guess the joke is on me that I thought Northern Tool would treat me like loyal customer should...