NorthlineExpress

I'm a homeowner who ordered the wrong part to the tune of ~$450 on MasterCard. My error BUT my return was:

Received at the Postal facility 12/9/21. Received at Northline Return facility 12/23/21. As of 1/7/22 still no credit despite several queries and answers that "someone will contact you" (NOT).

The original shipping was prompt and accurate but since NorthlineExpress cannot seem handle a return promptly I'll certainly seek other vendors first and use Amex since their dispute policies are superior.

One of the products I purchased had a restriction in the description. I contacted Northline by email about the issue. Two business days passed and NorthlineExpress didn't respond. I called the help line. After 28 minute wait I was told to call the manufacturer; I'm well aware that you do not value my time. I had to leave a callback number. Still waiting.

This the second time I have ordered the stove bright product. The first time the color was nothing like the representation online. It was way lighter. It was Metallic Brown but once applied in daylight it looks like light Grey. This time I am playing it safe with charcoal as I am not sure your other brown colors will come out too light. Also my call fails each time I try to get through to your sales dept.

My last order required a return. I returned the product but did not received a refund within the correct time frame. I chatted with 5 reps over several weeks. Each one assured me they'd check on my situation and then email me, but I never got an email, not from any one of them. Finally many months later I did get a refund, but now the winter is half over and I still need a chimney cap.

So, so.
Your acceptable format for shipping has much to be desired. We live in a rural area. UPS and FedEx use a different address for us than does the USPS. Attempting to include both addresses in you format gave notification that it was a unacceptable shipping address. So, I am skeptical if I will receive my order without delays.

I originally orderd 2 because shipping was free. Then when checking out the price went to 16.95. I clicked on shipping to find out what was going on and I couldn't change it. I was forced to pay this amount because I couldn't change it. There is no way this costs this much to ship. That is absolutely gauging and shameful. If I sent this back to you it would be a few dollars at best. And I wonder what happened to the free shipping. I want this product but I will be hesitant to shop here again and I'll encourage others to look else where first as well. I'm so disappointed to see this.

Took forever to place this order, kept asking about shipping when I'd already chosen free... well, you'd already chosen it, and if I clicked on the "suggested address" it went back to the beginning. The address hasn't changed since 2004. This is not usually the case, I order this every year and this is the first time it hasn't accepted everything on the first go. But thanks for the reminder, I really thought I'd completed the order yesterday. Oh, and thanks for not using Styrofoam peanuts.

I tried to submit this order several days ago and it seemed to be rejected so I discontinued. I was afraid I would be double-billed for this and I am still concerned by this in the way the ordering process seemed to work. Also, I do not like/trust PayPal. Prefer normal ordering process (without additions intermediary) knowing the company has a safe/trusted firewall/security system. RSB

Had a problem with a wrong order that involved two different individuals (brothers) which entail the use of different names/numbers. Unfortunately, the one who ordered the item got the wrong one. Needed to correct the order with the correct one. Via a (wait) phone call, agent who called, Suzanne, walked us through the process with little or not fuss. Told us what to do and we reordered the correct item at a great savings, we might add. Excellent customer service indeed.

The reason I rated you so well is you stock the fitting I've been trying like crazy to find. Two other companies I ordered from sent me basically appliance connectors instead! Neither understood "why I need that side crimped even though the pic on both sites clearly showed the exposed inner pipe crimped! I'm hoping the third time is the charmer. I got a feeling it is, your the only site that explained the purpose of the fitting. I wish I found you guys way back when.

You sent me an email that offered me a $10 discount on any order over $100.00. It said to use code NLE10$ for $10 off your order of $100+*. Additionally, it said I had to open an account to use the code. When I started my check out it said it would offer me the opportunity to create an account which it never did. So, I was never able to get the offered discount

You claim my home street address does not exist. So i have to send it to a neighbor. The street name was changed about 20 years ago or more, but apparently you have not updated that change; or whatever service you use to determine shipping locations has not done so. This is extremely frustrating. 109 Eagle Creek Loop, Ketchum, Idaho 83340 DOES exist or i and my house are a ghost!

Tried to order last night. Didn't like my address. Called number. Said out of service. Found another number on internet... said closed. Tried this morning... could t help directly... go back and take out pob. Did that. Still kept asking about address. Then wanted card number before giving the option of pay pal. Then said to check order then had trouble getting back to submitting order. You should really try using your own system. Frustrating as hell

The site is great and informative, but I had significant trouble on the checkout page. I probably spent as much time checking out as shopping. The site kept offering a correction on my shipping address, but would reset the payment information each time. I finally figured out how to work around the correction, but you nearly lost my business because of the checkout page. I think a little more testing would be beneficial. If your statistics show that many people have items in carts, but do not check out, this is why. Thank you

The only issue I had was during checkout, it was a little cluncky. I used Amazon pay and It was an endless loop it I said to use the suggested address instead of continuing as entered. This seems like something that could be easily fixed. Also when I signed into Amazon pay it again took me back to my address with no feedback. Feels like this cold be made into a better interaction.

For some reason the payment kept getting denied, despite having availability on the card. I wanted to avoid going through Amazon to prevent any fees on your end, but had to use it to get payment approved. Otherwise, very impressed with Northline Express and found the videos included on several products to be extremely helpful.

Although I find what I wanted, and the price seemed quite good, I was asked to provide an email address with a promise for a coupon of $5 dollars off for a purchase over $50. However, when I put in the code I was provided in my email for a purchase that was just under $100, it indicated the code was invalid. No matter what I did, the check-out process would not accept the discount code. I used coupon code NLE5$. I was disappointed to have been told something that wasn't true.

Your address portal is a royal pain to use. I like to cut and paste addresses from my address book. Your system does not let me do that when inputting an address. Further, I had to put in the postal code before going further into the address. Your system is backwards and asks for information in an unusual sequence. I found it very frustrating and almost aborted my order. I would have but you had a unique product that I did not want to search elsewhere to find, even though your price was very high on the item. The only reason I did not give a one star rating is because you appear to have good products and fit a unique niche that I like. However, because your ordering system was so clunky it is not likely I will be a repeat customer.

I have purchased this chimney system without speaking to anyone and it was not because I wanted to just wing it. Nobody from Northline will answer the phone. I have called at 8:00 am to late afternoon no difference. Now I am buying more product without talking to somebody again. I don't know if its right or wrong. Customer service is very poor.

Website was easy to navigate. Only problem is the webpage that displays the DuraChimney 2 collective pipe sizes, at the top of page, show the OD of the pipe as 10", 12", etc. The individual pipe photo shows a spec diagram with the ID of the pipe as 10", 12", etc. Most rigid pipe use the ID measurement, so I placed my order in accordance with the individual spec diagram with the ID pipe size. I hope its correct.