Icon toolbox warranty

[Snapped-off]

I'm going to go ahead and start this thread to chronicle my warranty experience of an Icon toolbox. I'll update it as we progress. May be a long read.

The box on topic is the 56". It replaced a 56" USG.

When I initially got it delivered, the box wasn't sitting flat on all 4 wheels. I chalked it up to the floor being uneven where I had the box sitting and loaded it up with tools. (first mistake) Once it was fully loaded I moved it over to its final destination, and what do ya know, still on 3 wheels.. Fudge.

The front left wheel was about 3/16" off the floor. I rolled it all around the garage and couldn't get it level anywhere. My 36" box and the old 56" USG all sit perfectly level. The garage floor is pretty nice so I ruled out the floor and ruled in the box wasn't welded square.

Didn't feel like unloading it and dealing with trying to swap it out (second mistake) so I let it be for the past year.

Well about a month ago I decided now was the time to contact HF/Icon about the warranty (it is lifetime). I decided now was the time because 1, I'd like to put a top box on it and 2, I'm moving across country again come June, and I didn't want HF to weasel out of warranty by saying I maybe damaged the box in transit.

After a couple emails back and forth with Icon customer support, they offered either a small refund (around $140) and I could shim the high caster with some washers, or complete box replacement.

I opted for the replacement as I didn't want to deal with possible box frame or weld issues down the road if I add a top box and add more weight (tools). I'm not sure what if any extra stresses could be present if it's not welded square, but I didn't want to chance it. (I'm not a fabricator)

They apparently prioritize replacement boxes over new orders, and said it would be about 3-4 weeks. Not bad really.

About a week into waiting I got a call from one of the engineers with Icon that designed the box. Seemed like a nice guy in our 5 minute conversation. He asked me about the problem and asked if I could send him pictures of the diagonal measurements at the front of the box. Sure thing. They were about ⅝" different. If I didn't delete the pictures I'll add them in here to the thread.

Friday I got notification the box was ready to be scheduled for delivery (by Ryder). Due to some special circumstances on my end, I opted not to deal with delivery, and I got authorization from the HF district manager to pick up the box directly at the store, I'd just need to bring mine in and swap them out. Perfect.

So today was the day. Went and grabbed a hydraulic drop deck trailer from United Rentals down the road, unloaded my box and took it down to HF.


Here's the next problem...

This is a picture of the new box at the store after unboxing. 6 ball bearings in the bottom of the drawer. Great.. what F'ing drawer slide did these come out of?

I had the store manager come out back and told him I couldn't take this box, and I wasn't going to pull all the drawers out to see what slide was feeling a little lonely. I helped him package it back up and loaded my box back onto the trailer.

That's where we've left off for now. The warranty box was also in need of warranty...

I need to contact Icon customer support again to see what the next avenue is. I'll be updating this thread as I'm updated.

I'll say though, from their customer support to the store managers, everyone has been great to deal with, especially with accommodating me to pick up the box myself, which they strongly dislike. I'd still recommend an Icon at this point, but we'll see how the rest of this experience plays out. It does **** because I'm about to move though.

That's all for now.

 

[Mr_B]

Think I been inclined find the faulty slide/slides and swap parts from your return or got manager aprove spare set of slides to be ordered/delivered assuming rest of box seemed A1 .

Is a lot of ballache chasing deliveries etc .
Hope it works out favourable in end .

 

[Snapped-off]

Think I been inclined find the faulty slide/slides and swap parts from your return or got manager aprove spare set of slides to be ordered/delivered assuming rest of box seemed A1 .

Is a lot of ballache chasing deliveries etc .
Hope it works out favourable in end .

Possibly. I didn't want to deal with that in the parking lot though. It was already a long day. Also didn't want to take it home and pull all the drawers out.

Something I still don't fully understand is the Icon/HF relationship. It's as if Icon is its own separate entity and not just a HF brand. The manager wouldn't have been able to do anything but put me in contact with Icon support, which I already am.

 

[wga]

I've had my 56 inch box for 15 months. From day one, half the drawers would not open all the way, about 3.5" inside the cabinet. The lower right hand drawer for power tool storage, is very difficult to open. The brake on one of the casters will not release. I've tried all the adjustments on the drawers.
I've called HF several times, emails, etc. Got the store manager where I purchased it, involved and HF sent new slides for me to install. They took months to deliver, and when they did show up the box was damaged and the slides were hanging out.
Emailing HF is a waste of time. Many phone calls while I waited on hold over an hour and no answer.
HF would not post my review of 2 stars. Looking back, that purchase was a waste of money. Would like to return it
for a complete refund. HF had a separate 800# for ICON, however, they discontinued it.
What is going on with them that they cannot stand behind their premium brand? Maybe Den of Tools can use it!

 

[Snapped-off]

I've had my 56 inch box for 15 months. From day one, half the drawers would not open all the way, about 3.5" inside the cabinet. The lower right hand drawer for power tool storage, is very difficult to open. The brake on one of the casters will not release. I've tried all the adjustments on the drawers.
I've called HF several times, emails, etc. Got the store manager where I purchased it, involved and HF sent new slides for me to install. They took months to deliver, and when they did show up the box was damaged and the slides were hanging out.
Emailing HF is a waste of time. Many phone calls while I waited on hold over an hour and no answer.
HF would not post my review of 2 stars. Looking back, that purchase was a waste of money. Would like to return it
for a complete refund. HF had a separate 800# for ICON, however, they discontinued it.
What is going on with them that they cannot stand behind their premium brand? Maybe Den of Tools can use it!

I've had good luck with Icon email support "[email protected]". Took a couple days for their first reply but after that, they get back same or next day. I've talked to the same person from the start. I wouldn't waste any time on the phone though.

All my drawers and drawer detents are great though. The first box I saw in the store had messed up drawers and that initially put me off from even considering one.

 

[Mr_B]

HF would not post my review of 2 stars.

That exact reason why reviews are complete unreliable way fully evaluate a product/company .
HF biggest issue is internally they not really clued up on the tool industry and lack gumption to move forward in better retail practice .

 

[m6z]

I hope you get it resolved.

Tool box delivery damage is all too common and the customer service is typically lacking. I know it took weeks to get my credit issued and replacement parts for my Homak box and that was way back in 2019 before all the supply chain issues.

 

[Ton ton]

Thank you for keeping us informed about the ICON warranty or the lack thereof.

 

[jpaw]

I hope it all works out in your favor in the end.

These type of issues are exactly the reason many people are hesitant about paying a premium for anything from harbor freight. Now, how they handle it will be telling. Will you be treated with a premium or get the run around like any old customer is the question.

 

[CHI_Tool&Die]

Did the engineer ever give you a reason for the call? I know when I had a weld issue with my brand new Kennedy that they wanted the serial number and batch date for what I can only assume was a way to double-check if any other boxes from that date had or would have similar issues.

I'm really happy that CS has been really supportive so far and that the lifetime warranty is holding true so far. Bigger boxes are always a pain to fix and ship.

 

[will335i]

I've had my 56 inch box for 15 months. From day one, half the drawers would not open all the way, about 3.5" inside the cabinet. The lower right hand drawer for power tool storage, is very difficult to open. The brake on one of the casters will not release. I've tried all the adjustments on the drawers.
I've called HF several times, emails, etc. Got the store manager where I purchased it, involved and HF sent new slides for me to install. They took months to deliver, and when they did show up the box was damaged and the slides were hanging out.
Emailing HF is a waste of time. Many phone calls while I waited on hold over an hour and no answer.
HF would not post my review of 2 stars. Looking back, that purchase was a waste of money. Would like to return it
for a complete refund. HF had a separate 800# for ICON, however, they discontinued it.
What is going on with them that they cannot stand behind their premium brand? Maybe Den of Tools can use it!

The drawers not coming out all the way when new has been an known issue. The slides are pretty stiff and feel like they want to stop before the drawer is all the way open. Pull a little harder and the drawer will fully open. After a few times it will slide all the way like normal.

Thank you for keeping us informed about the ICON warranty or the lack thereof.

In my experience the warranty works. I had some damage to my 73 thanks to Ryder. I ended up getting a combination of money back and store credit. The damage wasn't bad enough to me to necessitate a full exchange plus I figured Ryder would screw it up again so I took the money. It sounds like the process is working for OP but it's just slow since they don't have an inventory of boxes since they are using a "Just in time" inventory model.

I would love to see HF end the partnership with Ryder as it seems to be the source of a lot of issues people are having with their Icon boxes. If they are going to continue to use Ryder they need to spend some money and train the crews on proper loading and unloading of the boxes. This seems to be one of the rare cases, that I have seen at least, were there is a manufacturing issue with the box.

 

[jonshonda]

I'm surprised that it was that out of square and all the drawers still functioned. It's also impressive that fully loaded it didn't relax/flex enough to allow the caster to touch the ground.

 

[Snapped-off]

Did the engineer ever give you a reason for the call? I know when I had a weld issue with my brand new Kennedy that they wanted the serial number and batch date for what I can only assume was a way to double-check if any other boxes from that date had or would have similar issues.

I'm really happy that CS has been really supportive so far and that the lifetime warranty is holding true so far. Bigger boxes are always a pain to fix and ship.

He just wanted pictures of the diagonal measurements. He said the boxes are welded up in a jig, so it was hard to imagine it wasn't square.

Maybe he thought I was just BSing or something, I'm not sure. But from his perspective, if I was correct about the box not being square, that's a pretty big problem that needs to get checked out back in the motherland I assume.

 

[Snapped-off]

Thank you for keeping us informed about the ICON warranty or the lack thereof.

Honestly so far it has been great. I have to chalk this new box slide issue to **** happens. Yeah, I don't have a new box yet, but damn did they try. Customer service has been exceptional.

Part of this is my fault too since I waited so long. If I wasn't about to move I would have just taken the new box and requested new drawer slides.

All that aside though, I figured it would be worthwhile to archive the warranty experience for anyone considering one of these boxes since there's so little info.

 

[Snapped-off]

The drawers not coming out all the way when new has been an known issue. The slides are pretty stiff and feel like they want to stop before the drawer is all the way open. Pull a little harder and the drawer will fully open. After a few times it will slide all the way like normal.


In my experience the warranty works. I had some damage to my 73 thanks to Ryder. I ended up getting a combination of money back and store credit. The damage wasn't bad enough to me to necessitate a full exchange plus I figured Ryder would screw it up again so I took the money. It sounds like the process is working for OP but it's just slow since they don't have an inventory of boxes since they are using a "Just in time" inventory model.

I would love to see HF end the partnership with Ryder as it seems to be the source of a lot of issues people are having with their Icon boxes. If they are going to continue to use Ryder they need to spend some money and train the crews on proper loading and unloading of the boxes. This seems to be one of the rare cases, that I have seen at least, were there is a manufacturing issue with the box.

I've seen that Ryder is supposed to not only drop off your box, but unpackage it, and take the packaging away with them... I can't imagine them doing that. They didn't with my box. Partly why I didn't want to deal with them on the new box.

 

[Snapped-off]

I'm surprised that it was that out of square and all the drawers still functioned. It's also impressive that fully loaded it didn't relax/flex enough to allow the caster to touch the ground.

It's honestly a pretty stout box. I never had issues with the drawers. The box was definitely loaded in my opinion.

 

[Professional Tool User]

HF biggest issue is internally they not really clued up on the tool industry and lack gumption to move forward in better retail practice .

They really have a hard time getting it right the first time. Their products, from low end to high end generate above average quality control issues.

 

[Maxcustody]

Great to hear the process has been a positive one so far

 

[bubinga]

I've had my 56 inch box for 15 months. From day one, half the drawers would not open all the way, about 3.5" inside the cabinet. The lower right hand drawer for power tool storage, is very difficult to open. The brake on one of the casters will not release. I've tried all the adjustments on the drawers.
I've called HF several times, emails, etc. Got the store manager where I purchased it, involved and HF sent new slides for me to install. They took months to deliver, and when they did show up the box was damaged and the slides were hanging out.
Emailing HF is a waste of time. Many phone calls while I waited on hold over an hour and no answer.
HF would not post my review of 2 stars. Looking back, that purchase was a waste of money. Would like to return it
for a complete refund. HF had a separate 800# for ICON, however, they discontinued it.
What is going on with them that they cannot stand behind their premium brand? Maybe Den of Tools can use it!

An Icon Box?

 

[shawhite]

Wish you all the luck but if you figure out the original price along with your time and gas not to mention trailer rental you probably could have gotten a truck brand box or at least a lista

 

[Snapped-off]

Wish you all the luck but if you figure out the original price along with your time and gas not to mention trailer rental you probably could have gotten a truck brand box or at least a lista

I'm into this box including the stainless top and tax for 1500. I spent a year looking for a truck box, and couldn't find anything. In my area people want 4-6k for 10 year old classic series boxes. I can get a new 1022 off the snapon truck for 5k.

Icon was my last choice. I wanted a Toolvault from Strictly toolboxes but they don't offer red, and wouldn't order any boxes in red. Tried Rousseau (Tekton OEM) and they wanted $700+ just for shipping.

Trailer was 40 bucks (bad *** trailer by the way) and I probably used 9 bucks in diesel. I'm not upside down in it just yet.

 

[javyLSU]

Not too different than my experience dealing with Icon warranty issues. Hope you get it sorted soon!

 

[Snapped-off]

Not too different than my experience dealing with Icon warranty issues. Hope you get it sorted soon!

That's kind of what prompted me to get it over with.

 

[wga]

An Icon Box?

Yes it is an ICON -

 

[shawhite]

I'm into this box including the stainless top and tax for 1500. I spent a year looking for a truck box, and couldn't find anything. In my area people want 4-6k for 10 year old classic series boxes. I can get a new 1022 off the snapon truck for 5k.

Icon was my last choice. I wanted a Toolvault from Strictly toolboxes but they don't offer red, and wouldn't order any boxes in red. Tried Rousseau (Tekton OEM) and they wanted $700+ just for shipping.

Trailer was 40 bucks (bad *** trailer by the way) and I probably used 9 bucks in diesel. I'm not upside down in it just yet.

I’m just busting your chops. I honestly hope it works out they seem like a nice middle of the road box.

 

[Snapped-off]

Current status

Via email they offered to either replace the bad slides of that box or to reorder another new box, to include shipping it to my future location if it doesn't show up before I move.

I've opted to just replace the slides, time permitting. I don't know if they keep any sitting around for warranty purposes or if they'll have to ship some over the pond. Need to wait for their reply.

 

[Snapped-off]

Latest update:

Got a phone call today about the box. They shipped a whole new box rather than just replace the drawer slides. I'm going to check it out in the store this week and hopefully bring it home.

 

[IMStuner]

I just got my Icon 73 inch and it was delivery straight to my house on the driveway. Got 2 small dents from the delivery but it's not HF's fault. The small dent are on a the bottom and the piece can't be replaced. I did email HF and they offered to took money off the one I got or I can get a whole brand new one swapped out. The delivery guys where terrible but than again every time I great freight it has not been a good experience with any order.

 

[javyLSU]

I just got my Icon 73 inch and it was delivery straight to my house on the driveway. Got 2 small dents from the delivery but it's not HF's fault. The small dent are on a the bottom and the piece can't be replaced. I did email HF and they offered to took money off the one I got or I can get a whole brand new one swapped out. The delivery guys where terrible but than again every time I great freight it has not been a good experience with any order.

Glad HF is taking care of you, and congrats on the new box - looks awesome!

Freight really is a luck of the draw thing... When I ordered my lift back in 2019, I literally had to operate the lift gate for the driver, because he didn't even know how to turn it on.

 

[Snapped-off]

Guess I need to close this out. I never did end up completing the warranty claim as I ended up moving. I'll say hats off to Icon C/S as they did send out a whole new box.

If I hadn't waited so long to submit a claim this would've definitely been resolved. I'll live with the box for now. It's currently packed away in a shed.

 

[mepstein]

I ship large items all the time. Getting good service isn’t hard but you have to pay for it. Chances are that HF is using the lowest bid.

 

[2ndGearRubber]

So you never swapped out the box via warranty and just lived with the defect?

 

[Snapped-off]

So you never swapped out the box via warranty and just lived with the defect?

Yep. I shouldn't have waited so long to submit a claim. It was too close to my move.

 

[Snapped-off]

I ship large items all the time. Getting good service isn’t hard but you have to pay for it. Chances are that HF is using the lowest bid.

The deliveries were all contracted out through Ryder. It is possible to pick it up yourself at a hub store, but you need regional manager approval.

When they dropped my box off, they dropped it in the garage and left. No bill of lading to sign.

 

[2ndGearRubber]

Yep. I shouldn't have waited so long to submit a claim. It was too close to my move.

But it's still under warranty right? Lifetime warranty? Can't you just restart the process at your new location?

 

[Snapped-off]

But it's still under warranty right? Lifetime warranty? Can't you just restart the process at your new location?

Yep, they even said they'd ship a new box to my (current) location back in the warranty emails. But I don't know I feel bad for some reason about having them ship a whole nother box after the first debacle.

Maybe after I move again and settle down I'll quit being a ***** about it and warranty it out.

 

[merkyworks]

But I don't know I feel bad for some reason about having them ship a whole nother box after the first debacle.

Probably an unpopular opinion, but yeah you kind of should feel bad.
They expedite shipped you an entire new box (which was the right thing to do) and while in transit one single slide pooped. You could have found the bad slide, swapped it out with a good slide from your warped box and been on your marry way.
Then HF try’s to send you a 3rd new box and you flake out, wtf dude.

 

[Snapped-off]

Probably an unpopular opinion, but yeah you kind of should feel bad.
They expedite shipped you an entire new box (which was the right thing to do) and while in transit one single slide pooped. You could have found the bad slide, swapped it out with a good slide from your warped box and been on your marry way.
Then HF try’s to send you a 3rd new box and you flake out, wtf dude.

Yeah I definitely could have. I just wasn't up for doing all that in the back parking lot at the time. I was expecting a quick lookover, transfer tools, and to be off. That warranted a full blown inspection though.