Zoro

I ordered a backflow valve on line with there 20% coupon. All went well and order was accepted. I used my PayPal account to pay. Two hours later I received an email with an updated invoice alnong with an updated email from Paypal with a price change. Upon calling Zoro they told me they could not honor the 20%. No phone call or any communication of any kind, just a "here you go, up your butt" price change! Never again.

I ordered a smart toilet from Zoro at a very good price. After I ordered it on line, I found a coupon code so I phoned customer service and she applied the code saving me a couple hundred dollars.
Then I stumbled upon the reviews for this vendor and I have to say, I started to panic a bit.
About a week later my item was delivered in brand new and perfect condition. I am very happy with my purchase and with the service from this company.

I am not sure why they have to many negative reviews, I had a perfect shopping experience! Thank you Zoro!

The hoist worked great at the start, but failed before the warranty ran out. Had to replace it under warranty the first time, but it failed again in same time frame, contacted Zoro for another replacement, they told me to contact Grainger because it was their product. Contacted Grainger, told them the story, they said it's a Zoro problem, back & forth, back & forth, essentially, I was told to go pound sand. Dayton brand quality is bad! See attached picture, it sits in the chain hoist junk yard. The reason we purchased the Dayton in the first place is because we were replacing a Dayton hoist that we've had for over 20 years. After the warranty was denied, we purchased a different brand and it works flawlessly.

Do not order from this company period this is the worst experience ever. They will not fulfill your order they will continue to tell you that they will fulfill your order and they will hold up your job. I wish I had read the reviews prior to placing my order stupid of me hope this review helps someone else don't order just don't I think it's a scam minus 10 stars

Bought something on zoro.com 3 weeks ago, no shipment. After calling them, they said their vendor did not provide any info. After another 1 week, they told me the item I bought was out of stock. Waste of time

I ordered two boxes of Dupont faucet filters and they arrived the next day! I was a little hesitant to try Zoro, especially with some bad reviews, but the product is exactly as described and arrived much more quickly than I anticipated. Would order from them again.

Zoro has very poor quality assurance. They do not care about their customer satisfaction, nor are they concerned about providing a quality product. I bought a heater from them and it showed up on my front doorstep demolished twice. I tried to work with them, but they have such a poor business model that they are willing to pay $160 in shipping instead of just letting me keep the broken equipment which was cosmetic in nature and giving me a discount. No thought or regard for the customer.

I simply asked how much of a cut out an RV vent would need when installing. They had no answer and suggested I contact the manufacturer even though they don't even indicate who the manufacturer is.

They canceled my order after I sent. But the item is still on the site. This is clearly some kind of scam. Stay far away from this company.

Received an email after making a purchase saying I was charged an extra 7$. The 8 dollars wast tax or shipping. They were just like, hey we'd like an extra few dollars just for nothing.

I wish I had found these reviews before I ordered. I purchased a greenworks battery, listed as "new". I thought I'd throw some support to a competitor to amazon as well as save a few bucks in the process.

Received an open-box battery. Uhhh? Contacted them, they apologized and sent out a new one. Received the second battery. Same deal. Scratching my head, why are they sending out used batteries?

Contacted them again, they apologized, send out another replacement. USED! AGAIN! WTF?!?!?

Are these guys for real? Ok, now I've had it with them. They offer a refund, 7-10 business days to process. Business day #11 hits, no refund. I contact them again. "Sorry blah blah blah, expect your refund in 7-10 business days".

Hahah, nope. Filed a paypal dispute. How does a company like this continue to stay in business?

Stay away, you have been warned. Countless hours of my time wasted all to save $30 and help another company out. Lesson learned, only buy from amazon. So f'ing sad, I really want more options than amazon...

I placed an order on 8/1/2023. But I got an email stating my order wouldn't be shipped until 9/3/2023. However I only ordered a decal that was on there web pages. Call customer service and they stated it is on back order. I ask why is it on there web page and the answer was we apologize but can't help that it's on back order so I will have to wait over a month to receive my paid item although they are located here within the states.

Terrible Company and I wouldn't recommend them to anyone else.

Ordered a dolly for my Flo zone and when FedEx decided to switch my address and send it to the wrong place, Zoro stepped up to replace the order with no hassle or issues. Got the dolly and it's exactly as it was advertised and came with all pieces and parts. Works great to save my back from carrying that Flo zone all day!

If you need an ítem within the timeframe of 7-12 days delivery this company promises, and especially if you have deadlines to meet, don't buy from this company.
After 7 days of purchasing a back register for a gas wall heater from Zoro through EBay, I email them to inquire about the delivery status of the item and their customer service desk replied that they were waiting for the item to be delivered to them by the manufacturer.
I wasn't allowed to cancel the purchase, even though the item had not shipped yet, even though they had not even received the item, which at the time I placed the order they claimed they had two of them in stock.
When I placed the order on eBay, they had two on stock, after placing the order, and even now, 7 days later, they advertise to still have one in stock, which evidently they don't, since, as the customer service rep stated, "the item hasn't been shipped by the manufacturer"
I just received a second response in the form of an email from their customer service:
"I have gone ahead and sent an email over to the manufacturer to get this canceled out for you. This process can take up to 7 business days, and once we have confirmation from them, you will receive a separate email confirming this as well."
Well, I guess this cancellation and (hopefully) getting my money reimbursed if contingent on them receiving notice fro the manufacturer that the order has been cancelled.
I plan on buying this item from Grainger to meet my installation deadline, and unfortunately, at some point in the future I may receive an unneeded identical item from Zoro because this company will not accept my cancellation for an item.
I must give them credit for their extremely fast responses via email.
One star review, first and last time I place an order to purchase anything from this company.

Ordered a specific item and piggy backed something I didn't really need but could use eventually. The item I couldn't use showed up while the item I needed didn't. Vulture capitalism as it's finest, keep the customers money and don't tell em that what they needed is on backorder but send the doodoo item out. Complete crap

I do laptop repairs and use a lot of mini screwdrivers and mid size screwdrivers. They advertise German brand products but none of them are in stock so they use the brand names and images as bate to bring shoppers to the site and sell them garbage.

The tips of all of cheap screwdrivers chip and strip very easy and renders the tool useless.
I bought "Hilti" German brand screw driver set 20 years ago from Germany for 175 Euros when I was stationed as military there and they are still rocking, never go wrong with good brand.

I am willing to pay the price for the deserved quality product but they are not at the Zoro site that is for sure.

I have used them before, but to get the best prices you have to be willing to wait a month or two to get your items. They won't well you their backorder unless you ask. When you call they say "If it on the website we have it in stock." They'll even send you a FedEx tracking number, but it says still waiting for the order from shipper for like 3-6 weeks. If you order something really obscure that no one else would ever order you might get it in a week. If your ordering a popular item, just be prepared to wait.

Order of atv hitch was missing cotter pin and packaging seemed like it was a used item haphazardly thrown together and shipped.

Zoro. Doesn't. Care. And here's why.

Posted on behalf of my husband.

I'm writing this as both a customer and as a former customer service representative. The reason I say Zoro doesn't care about customers, even though they claim to be "customer obsessed", is that they've created such a convoluted process for their reps that their reps are constantly in fear of losing their jobs.

I can back up my words. I have receipts. As of this writing, more than 80% of the customer service team is failing their "QA" (quality assurance) metrics.

You see, customer service reps at Zoro have a gigantic checklist they have to go through when you call with a problem. If they miss an item, they get points deducted. There's no way for them to earn points BACK. They can only LOSE points.

So, for example, if you call up with <insert problem here>, and the customer service rep handles your issue flawlessly, and you're thrilled with their service, it doesn't help them keep their job. If they forgot to ask your name? Points off. If they <insert here>…points off. You get the idea.

This means that reps don't have time to care about you as a customer, although they'd love to care. Unfortunately, they're too busy worrying about checking off a list to care if you're actually being helped, because their job doesn't depend on helping you. Their job depends on that checklist.

How do I know this? I worked as a customer service rep for Zoro for 6 years. When I hit my pay threshold, I suddenly became an "underperforming employee" despite never having had issues in the past. I also worked for Zoro's parent company, WW Grainger, for over a decade in a similar role and had nothing but stellar feedback. Funny, isn't it?

Here's a cool fact. One of the last calls they scored me on got a 32%. The customer was satisfied and their problem was resolved, but I put a period in the wrong place, so despite the fact that the customer was happy, the call was deemed a failure. Another interesting fact: Reps take around 500 calls a month but we only get scored on___. Hardly a representative sample.

Zoro doesn't care. Not about me, and certainly not about you. That might just explain why there are so many terrible reviews here about customer service. Don't hate on the CS reps. Hate on the company who makes good customer service impossible and spend your dollars somewhere that cares.

A hacker made a account on zoro.com with my email address after stealing my credit card information. After asking them to repeatedly to by phone and email to delete it. It's been 3 weeks and they still have not deleted the account. They keep saying it is.

I like the products, prices, and customer support for SHOPPING. But the web site has been broken since early 2020 and they will not fix it. In order to sign in to your account, you need to clear all browser data each time you visit the site or you will get this message "We're experiencing outages with our order-taking software, so account access is limited at this time. If you are unable to sign in, please checkout as a 'guest'. We apologize for the inconvenience." I've asked many times to fix this but it still remains a problem. I don't shop there often simply because it is such a hassle to login.

I paid $170 for "2-day shipping", the fine print says that "commercial" address will NOT get ANY weekend deliveries, BUT "residential" addresses it is "not guaranteed" to be delivered on the weekend. THAT IS IMPORTANT, they make a clear and concise message that commercial addresses BEWARE DO NOT SPEND MONEY on "2-day shipping" as your business will not receive it, BUT for the regular home owner SPEND YOUR MONEY WE WANT TO STEAL FROM YOU, as I talked to a representative their message was "We do not do Saturday deliveries". Essentially, if you're a business we have your best interest at heart as you are likely a returning customer who will continuously spend BUT if you are an average homeowner WE WANT TO TAKE AS MUCH MONEY FROM THIS TRANSACTION AS POSSIBLE SO SPEND $170 ON 2-DAY SHIPPING THAT DOESNT EXIST AND WE'LL KEEP THE EXTRA HAVE A NICE ONE, with a laugh and middle fingers while in their offices. IF YOU ARE A HOMEOWNER SEEK YOUR PARTS ELSEWHERE THEY ARE LOOKING TO MAKE THE MARGINS OFF THE LITTLE GUY! If you're wondering it does say "2-day shipping" NOT "2 business day shipping". If you're wondering how OFF they are from the "2 day shipping" I placed the order on a Wednesday an hour past the 3PM (CT) cutoff. The order was not processed until Thursday night to ensure it would not arrive by Saturday and was held in a warehouse multiple states from my location for an entire day even though I spent $170 on "2 day shipping"! It DID NOT get to me until the following Monday, a whole 5 days after I placed the order (3 business days), 4 days after the order was processed lousy (2 business days). I was open to a partial refund on my shipping or credit but they offered nothing and said the vague fine print was enough to warrant stealing $170 for a shipping that does not exist! DO NOT SPEND MONEY WITH ZORÓ THEY WANT TO RIP OF RESIDENTIAL HOMEOWNERS NON-BUSINESS CLIENTS! HIGHLY DISAPPOINTED NEVER RECOMENDING THIS TO ANYONE!

All the negative reviews gave me pause, but I decided to order a toilet from Zoro anyway because it was over $100 less than Amazon. After I placed the order, I was offered a 20% discount on my next order. I needed a second toilet, but I hesitated in case something went wrong with the first order. I emailed Zoro to see about its return policy and received an immediate reply that if I wasn't completely satisfied I could return it and they'd cover shipping. My confidence in the company increased when I learned it worked with a local, respected plumbing supply company. Then I read that it had achieved a billion dollars in sales, so it obviously wasn't a scam outfit. The toilet arrived earlier than expected in perfect condition. So I ordered the second discounted toilet, which arrived even quicker. I then purchased a plumbing tool, which didn't work out, and returned it (shipping prepaid) with no questions asked. I won't hesitate to buy from Zoro again!