Zoro

I purchase a product (Bi-Pass Closet Track Kit, 72"L x 2-5/8"W) at zoro site, I wanted and finally, Zoro sent me the wrong part (2"w not 2-5/8"W) of course that does not help me, so I called they apologize and said they will send the right parts this time. I asked to verify its really 2-5/8"W, they did.

I waited 10 days, and then been notified by my bank that they refund me the order why?
I called zoro and apparently, they do not even have that part, and never sent it (10 days ago) and of course did not think to tell me so I wont waste my time.

Of course they refund me the wrong amount (did not refund shipping as their policy is not to define shipping, even if they are not shipping anything! Really?)

So basically its a company that charge you for parts they do not have and charge you for shipping even when they do not ship anything, or ship the worn part, and of course does not care your time, so not care enough to tell you about it.
After I scream about it, they said they will refund the whole thing.

I will never buy in Zoro.com anymore, many other stores that care about customers...

Online store, looks legit and the prices better than others. Folks to answer the phones and questions. Was told this product was available. Ordered, gave CC number, got a confirmation. 11 days later nothing. Needed for an electrician tomorrow. Nothing from them but that the order was complete. But when called, the item is on backorder (Oct 18), and tentative ship is (Feb 19). WTF. Could you not contact the customer as this is a few day delay, it's a several month delay. Tired of these-type companies holding your money and order for months without product of shipping. NEVER AGAIN!

I've ordered four or more times from Zoro and each time the item arrived as expected. Zoro have products that most are not stocked at retail stores and can be bought a local suppliers but they are not always local. They do not sell the cheapo stuff you can find HD or Lowes. Alway good quality and the prices are the same, sometimes less than the MSRP. I usually try to buy directly from the manufacture and get more product information but most do not sell direct and but if they do, Zoro is sometimes a little less and no extra charge for shipping over a certain $ order. Never are they more than Amazon and the products Zoro sells are usually shipped faster to the home than from Amazon. Most products I buy I do not need overnight and are not covered by Amazon Prime. I ordered an outdoor drain basin Sunday night, shipped on Monday, arrive Thursday via UPS, standard ground shipping time.

I ordered a cordless chainsaw from zoro.com. The product description read charger and battery included. For some reason I received a shipment with 2 saws and no battery or charger. I called customer service and Zoro emailed a shipping label to send back the second chainsaw and I was under the understanding that the charger and battery would be sent in another shipment. No charger or battery arrived so I called and surprise surprise Zoro was not sending a charger and battery as this was a bare tool, which I thought meant no bushings or some other tool feature. I told the rep that the product description said included charger and included battery but was told they agreed that was confusing but they wouldn't honor their product description. I will never buy another product from zoro.com, which I found is owned by Grainger. Just my warning to all. I have copies of ad and order to document. Joe P

Terrible company. I ordered a large raft for a Memorial river trip on 5/19 and it says "Item ships in 3-5 days". A month later I still have not received the item. When you contact them the respond with the same template email saying that it is the vendors fault. "I apologize for the delay and any inconvenience this has caused you. We are finding suppliers can be difficult to reach right now, causing more delays than normal, but we will continue working on your request until we can provide you with an update on your order." I wish that I would have read the reviews before I purchased anything from them.

UNETHICAL. HOLE IN THE FLOOR STORE... This junk company doesn't sell anything. Zoro sell stuff for THIRD PARTY sellers and then upcharge. Anticipate long shipping delays, unknown shipping issues, "We don't have a name for you to contact.", "It's not our fault. This is the fault of the third party seller.", "We don't have any phone number and they wouldn't take your call anyway if you don't have a contract with them... Yes, we have a contract with them but I'm not going to call them for you." You will just have to wait to see if the order goes through or if it's cancelled. We will refund your money within a week or so.

When using the search filter (I was using my phone} if you have an item selected then go back and try to add another option, the filter window closes. You can't add multiple filters! You have to delete the filter you are using then go back and try a different filter.

I wasn't able to buy the parts I was looking for! The payment process was such a headache I decided not to buy the $10 parts to fix my $40 cooler, I went straight online and bought a whole new cooler! When entering an address, every time you type a digit the web page freezes and tries to search and guess the address you're trying to type! I initially tried using my saved address in my phone to make a quick autofill but that still didn't work, it kept giving me a bunch of random addresses to select from. I also put my phone on airplane mode so it wouldn't search for addresses but that just left it hanging & waiting for a web connection. I tried that for a few minutes then ultimately decided just to buy a whole new cooler.

I saw Zoro were affiliated with Granger so I figured they must be legit. Wrong.

Ordered $50 dollars worth of stuff for the free shipping. Didn't realize they have a MOQ when added to cart. Total scam. Ordered from Digikey, Arrow, Mouser, etc. for years and never had this issue. But whatever, ended up with 15 dollars of saw blades I didn't need. I caught the error and tried to cancel but no ability to do that with their limited online cart.

Emailed support but informed the order already shipped.

Then they forgot to ship me one of the parts from my order. Called tech support and they had a new one dispatched. That $2.50 part bag arrived a couple days later and lo-and-behold it's missing 2 parts in the quantity 10. Emailed them again and they shipping a replacement.

Sure, they right their wrong after they screw up twice but totally unreliable. I would never use them for anything serious or time critical. I wouldn't waste my time, just use Mcmaster Carr.

I ordered a desk from zoro, worst customer service. The order was supposed to arrive on the 6th of April, Zoro tried delivering it on the 9th and the reason they couldn't deliver it was because the trailer didn't fit in the parking lot mind you we are in a professional building with lots of space to park. So I ended up receiving the following Monday only for the delivery guy to tell me he can't deliver it because it's too heavy for him oh and they don't deliver to the second floor (I had already spoken to a rep. Previously and they knew we were on the 2nd floor). I called zoro and there answer was well at least you received it earlier than the ETA delivery and the delivery wasn't there problem) I also called the delivery company, YRC and they basically told us the same thing. If I could put a zero for a rate I definitely would. I don't really post reviews but his was the worst experience never ordering from them again. Only reason why I got me desk is thanks to the maintenance guy in our building because they just wanted to leave it outside and my desk came scratched up from the bottom.

Like receiving poorly shipped items that arrive broke n? Love spending hours trying to return items and actually getting to talk with someone in customer service? Then this company is for you! If you are busy like me, you don't have time to mess with stupidity like this. The item I received (unknowningly purchased from Zoro via the Walmart website) was damaged in shipping. While this does happen, it has been a headache to get this item replaced. Phone calls are left on hold and emails take forever to be returned. While damaged items are understandable, poor customer service is not. I would NOT recommend buying anything from this company.

If price and customer service were not the only redeeming factors of this company I would take business elsewhere. Website is horrible. Search parameters and results are amateur. Site will not keep you logged in. 10 min of inactivity and site logs you out. Some items show as "In Stock" and are actually back ordered or no longer available or extended lead time to ship. Zoro keep trying to fix or amend website. They need to start from scratch and ditch the current version. Since Grainger has purchased company it's only gotten worse. Some items on website are duplicated with different item numbers and pricing. They should take a page from McMaster Carr's playbook. Best constructed industrial website out there with a customer service team that is unmatched

Horrible service all the way around: Ordered a part I needed. Zoro sent me a box with hardware missing. Then they wouldn't send me a replacement until they were sure I sent this junk back. I sent it back, days past, I received no confirmation of replacement, so I called. They added some steps to returns that the first person didn't mention. We got it settled. The replacement arrived a day after it should have been delivered in a thrashed box and again, the hardware was missing. Three weeks in and I am still waiting to put my daughters closet doors together; with the right equipment I could do in one day. This company has absolutely no control quality and they don't care. They just send returns they get without checking to make sure the items are there. So disappointing: Never again. Don't order from Zoro.

I've placed two orders with Zoro for some high-quality Knipex tools. The first order was placed on a Sunday, shipped Monday, and received Tuesday. The second order was placed on Thursday, shipped the same day, and received Friday. Both were shipped via UPS. And, the tools were all exactly as described. At a time when the number 1 online retailer has been struggling to keep up, Zoro has really stepped-up. Prices are comparable, and with the promotions I found for 15% off the first order, and 20% off the second, the prices couldn't be beat. I will start making Zoro my go-to. I am impressed.

I have been looking for a replacement bag for my Sun Joe SBJ802E for months. I'm not alone as many others are in the same boat. Not sure why Sun Joe isn't making them available. Zoro constantly spring holes in the collection bag. I was thrilled when I thought Zoro had the bag. I corresponded with them in February, then heard nothing from them until April when two bags arrived at my house. I have no remote idea what unit these bags are for, but a far cry from the bag I needed. Since we are in the middle of a Pandemic, I will not take steps to send them back. Instead, I will drive to the Salvation Army drive-thru and donate them out of the back of my car. The bill was about $60.00. I'm clueless as to what happened.

This entire website is absolute trash. This was my second time ordering from them (gave them a second chance) and Zoro screwed me once again. The first order they triple charged my debit card. TRIPLE CHARGE! Being debit, it was a hassle explaining this transaction to my bank since Zoro customer service did not properly cooperate. I forgave them for this, for someone may have had a bad day. Oh well, that's life.

The second, most recent issue happened just this month (2/1 - present). I ordered a pair of boots and they were supposed to ship 5 days from order date (as seen in attached picture). After calling 3 times since the order date (2/1), they just now sent me an email notifying me of the 3 month back order! So now I'm supposed to wait until at least May 1,2021 to get a pair of boots I needed two weeks ago?! Lol give me a break. I am extremely displeased and upset with Zoro; I vow to not only never do business with this company, but to also spread word about their lack of professionalism to both of my businesses, my organization, and affiliations. *All attached pics display my issue*.

BAD BUSINESS.

I placed an order with Zoro.com and have been waiting for a shipping confirmation for about two weeks. I've then called customer support and sent multiple e-mails asking about the status of my order. I was promised to get an update as soon as Zoro hear from the vendor (seems like they sell products that are supposed to be delivered from China). After a month of waiting for the update (nobody has ever called or sent an e-mail to me), I had to cancel the order. No deal with these folks anymore despite the fact they are bombing me with their ads. It seems like the ads is the only thing they do well.

I ordered a 36 ft aluminum ladder on June 17th for $404.00 out the door and before I ordered it, it was not back ordered and it said it would ship out in one business day and then I emailed Zoro on Sunday June 20th asking if the ladder is going to be shipped out because all of a sudden it's reading back ordered and then I called this morning and the girl said it was back ordered so I canceled my order then went back online and then the same ladder is not back ordered but the price has skyrocketed for the same ladder this is really unacceptable service from your company I've lost all respect for Zorro and I will not be using my business with you and I own a pest control company I was looking for another place besides Amazon to shop I had good success first order from Zoro. You should not treat your customers this way, word of mouth is huge for Business..

I ordered a chair for our office as I needed to replace a broken one. The price at Zoro.com seemed right and I was ordering one anticipating that we would be ordering many others in the future. NOPE! The order was placed on May 21st. As of June 22nd it still says "ORDER PENDING". The company's webpage even says "Please allow UP TO 20 business days for fulfillment" well, 20 business day was well passed. I called customer service & I was told the chair was not scheduled to ship until July 9th. We are way past 20 business days at that point. I told them cancel the order & I will order from Amazon instead. At least there I will get free 2 day shipping & no excuses. I was told,"It will take 4 days to cancel the order." FOUR DAYS!?! You took my money in less that one day and it takes four days to cancel? I don't know, maybe cancellations are sent by Pony Express. DO NOT order from Zoro.com.

I have purchased items from Zoro.com in the past and their prices are great for many of their items. However, it seems as though Zoro sacrifice customer service for their low prices. If it is the customer service representative that was the only issue it may be a problem that the company can fix immediately but management at that company is equally if not worse than the customer service representatives. Which begs the question, how far and deep is this issue within this company? Will I ever be able to get any sort of help in a manner that seems common amongst industry standards?

I. Factual Background and Issue

On January 20,2016 I purchased an item from zoro.com as typically done in the past. The purchasing process is not as user friendly as I would have liked but that is not the issue here.

I received a confirmation email on January 21,2016 that stated that the order has been fulfilled and shipped. I click on the tracking link and I find that a label has been created for shipment.

February 3,2016 I still have not received the item 13 days after they create the shipping label and the following phone call to customer service ensued:

James: Hello, I purchased an item that was ordered on January 20th and fulfilled on January 21st but on the tracking page it claims that only a label has been created and it has not shipped. Could you please look into this matter?

Customer Service Representative: Sure, can I have your order number so I can look into the order?

James: Sure, the order number is SOxxxxxx.

Customer Service Rep: It seems as though the label was created but some issue occurred in the warehouse where either the item was lost or shipment just never occured. We can either send you a replacement or issue you a refund in the total amount of the order.

James: I would like to have a replacement sent out. This item was supposed to be used as an installation for a retirement housing building recreational area for the winter, is there any way you can send this through expedited shipping?

Customer Service Rep: I am sorry this item does not qualify for expedited shipping because of HAZMAT regulations. It will be shipped through regular shipping that will take 3-5 business days and you should receive it on or before 2/10/2016.

James: Ok, I understand. Then can you at least provide me with a discount or credit towards a future purchase for not only prolonging the project, but I am also going to purchase additional items from your website so it will be easy for you to apply the credit/discount over the phone when you create the order.

Customer Service Representative: I would need to talk to my supervisor about this issue, but usually we dont give discounts and we just send out replacements or issue refunds.

(So the customer's potential losses and loss of business credibility does not matter to this company for a blatant mistake that they admitted to)

Customer Service Rep: (comes back on the phone) I talked to my manager and he said that we are unable to provide a discount or credit at this time.

James: So as a customer we are not going to get compensated for the loss of money and credibility due to your company's mistake? May I please talk to the manager so I can explain the situation and rectify it in a manner that is FAIR to both parties?

Customer Service Rep: I am sorry the manager is unable to provide any discounts or credits at this time.

James: I understand you talked to them once, but I feel as though the manager does not know the specificity of the situation.

Customer Service Rep: I am sorry the manager is unavailable at this time. Is there anything else I can help you with?

James: Yes I am very unsatisfied with this situation and I want to be able to talk to someone in management that can fix this issue.

Customer Service Rep: Sorry there are no other managers available at this time.

James: Ok, please tell your manager that this is not the proper way to treat your customers and I am very upset with the way this turned out.

So the company does not value customers at all and their managers hide behind their customer service representatives so that they can refuse to do anything for their mistakes and not have to own up to the customer.

The poor people in the retirement home who are going to suffer for another week or longer because of their mistake are suffering the most. I wonder if this manager's parents or grandparents were in that retirement home they would have treated this situation the same or differently. Perhaps if I even had a chance to talk to the manager this may have turned out differently.

Please avoid this company at all costs. I wonder what this company's business values are and what their moral values are to do and say what they did.

I ordered a selection of pulleys. I needed 4 of a specific type of pulley but only 3 were in stock. I called and the representative and she said the last pulley will ship in two or three days from another warehouse. Two days later I called and another representative said there are none in stock at any warehouse and the last pulley I need will ship in 4 weeks.So now I have to wait 4 weeks to build a project I thought I would be building in 4 days.
Obviously the first representative just wanted to force a $650 sale.
I might just send everything back!
And I probably wont ever order from ZORO again.