Not resolved
Customer service

I ordered a 115 lb. bench sander from Northern Tool. It shipped via UPS on December 30th. On the way to California where I live, they had a "mechanical problem" that caused a couple of days delay. Then it was listed as Out for Delivery a few days later. A couple of days after that I called the local warehouse to ask what was going on. They said that the Out for Delivery status "meant nothing;" it was a "logical scan" by the computer. So the computer decided it should be out for delivery that day because that was the scheduled delivery date. In reality they did not even have the unit at the warehouse, and had no idea where it was. So this is why I have had problems like this in the past! Internally the company knows the status of a package (in this care still "in transit"), but externally they tell you what you want to hear. You make plans based on the supposed delivery, only to not get it and be told by the delivery guy that it is not listed as being on his truck.

Finally Northern Tools refunded my money (they say) on January 22nd. Meanwhile UPS tracking alternates between the package being Out for Delivery or Left in the Warehouse without any explanation as to why they choose to ignore their contractual obligations to deliver the package and just left it sit. What arrogance! What contempt for the shipper and the person waiting for the package!

So be aware that UPS tracking status sometimes means nothing.

Reason of review: Poor customer service.

Monetary Loss: $300.

Preferred solution: Return the item to the shipper if they ever find it. More importantly stop lying to customers and provide them valid tracking info that matches internal data..

I liked: Usual service.

I didn't like: Unethical business practices.

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