ComplaintsforZoro.com

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I ordered kitchen cabinet handles from Zoro.com through their call center, they informed me that since I didnt have a US credit Card I would have to send them a wire transfer which I did. About a month later, they informed me that they were going to cancel my order without a detailed explanation and that my credit card would not be charged. I emailed them that I didnt pay by credit card and that I paid via wire transfer, they promised to refund me and its been about a month now that I havent received my refund, given that Ive already sent them two reminder emails.They dont contest they owe me the money, but the money is just not being refunded and without any explanation as to why Im being delayed so much. This is a real burden because Im waiting to get back my money so that I can find another merchant to supply me with the same product, so their delay is just causing me more hardship. I would greatly appreciate your help in getting my money back without further delay, thank you.Kind regards,*****

  

  Business response

  06/14/2024

  Thank you for this information and the opportunity to assist you.
  I do apologize for the delay in your refund.  There was a delay in processing the wire transfer.  This has now been completed.  You may contact your financial institution if you are not seeing the funds in your account.
  Thank you,
  
  

  Customer response

  06/15/2024

   
  Complaint: 21839921
  
  I am rejecting this response because:

  They referenced that the funds should have been received in my account on the 12th of June, we are today the 15th and my account still does not reflect their transfer. I can not follow up with my bank with out any documentation related to their transfer. As such, I will need a telex transfer receipt from Zoro which I can forward to my bank to try and track their transfer.

  
  Sincerely,
  
  *****************************

  

  Business response

  06/20/2024

  Thank you for your response.

  Zoro has sent you an email with the wire transfer information.

  Thank you,

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a part from cub cadet.com that the site claimed would be delivered within 3-5 business days. It is been over 8 business days and the order has not even shipped and there is no information about the process. I contacted the company and spoke to two agents and a supervisor all of whom said there is no way to track the order or to expedite the shipment. They only offered to cancel the order which puts my order at even longer delay. I had ordered from this site because of their claimed rapid delivery but the claim is a sham and misleads customers

  

  Business response

  06/11/2024

  Thank you for this information and the opportunity to look into this for you.
  Zoro.com is not affiliated with cubcadet.com in any way.  I do show that this customer placed an order directly on ********************** on 6/6/2024 and that order was delivered on 6/10/2024.  If there are any issues with the order placed on zoro.com or if the delivery did not reach you, please reach out to our customer service team directly at **************** or by calling ************.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2024/05/09 I placed an order in the amount of 1354.29$ with the order number SO36143173. Zoro shipped me on 2024/05/13 only 1 out of the 3 ******** switch oled I ordered. This is easily seen by the tracking number: ************. According to the tracking, the package weights 0.9 lbs and has the following dimensions: 16x12x10 inches. A ******** switch in his box brand new weights 0.7-0.9 lbs. Thus, my package should be weighting at a MIMIMUM 2.1 lbs. Clearly 0.9 lbs does not equal 2.1 lbs. Furthermore, a ******** switch oled in its box brand measure 10x8.25x4 inches. Once again, the dimensions are impossible and could PHYSCIALLY NOT fit 3 ******** switches. I contacted the carrier about the weight and dimensions directly and ***** confirmed the impossibility of fitting 3 switches of such dimensions/weight in this package. **** refuses to help me out and instead puts the blame on the supplier. This is the second time this happens. My friend has the same exact issue with the same exact items. Ordered 3, only got 1. **** wouldn't help him so he took his lose. I want a replacement or a return set up IMMEDIATELY. I won't be accepting any of this bs nor items.

  

  Business response

  05/31/2024

  Thank you for this information and the opportunity to look into this for you.
  I am showing that the *************************** was contacted and that a refund is being processed for the missing items. 
  **************** will follow up with you to ensure your refund was received. 
  **************** is staffed Monday to Friday from 6 am to 9 pm and Saturdays from 7 am to 5 pm.  **************** can be reached by phone at ************ or by email at ****************.
  *Holiday hours may vary. Please see Zoro Contact Holiday Hours for more information. 
  Thank you,

  Customer response

  06/03/2024

   
  Complaint: 21740776
  

  Hi,

  
  The two last missing ******** switch oled ended up arriving but later on. Order was received and returned successfully. Ill keep the complaint open until my refund for the order is actually processed because anything can happen with you guys. 

  
  *******************

  
  

  

  Business response

  06/11/2024

  Thank you for this information.  The refund for your order has been processed.  Please reach out to your financial institution or PayPal for further assistance if your refund has still not reached you.
  Thank you,

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My small order was shipped with three separate tracking numbers. The last box never arrived. There is no customer service to help me. Order #: ************

  

  Business response

  05/22/2024

  Thank you for the information and the opportunity to look into this.
  I am showing that the *************************** was contacted and that a refund is being processed for the missing item. 
  **************** will follow up with you to ensure your refund was received. 
  **************** is staffed Monday to Friday from 6 am to 9 pm and Saturdays from 7 am to 5 pm.  **************** can be reached by phone at ************ or by email at ****************.
  *Holiday hours may vary. Please see Zoro Contact Holiday Hours for more information. 
  Thank you,
  
  

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned product and received notification of refund. Refund never received.

  

  Business response

  05/22/2024

  Thank you for the information and the opportunity to look into this.
  **** received the item back on 4/22/2024.  The return was then processed and a refund was issued on 4/22/2024.  The refund was issued back to the original form of payment.  The refund took place 7-10 business from 4/22/2024.  The customer should have received the refund between 4/30 and 5/6/2024. **************** will reach out to verify that your refund was received. 
  Thank you,

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  so I apply on Zoro its almost by default. I dont even realizing I created an account and I put all my information in and it says you have $10,000 in credit limit on net 30 you know and so am I? Oh thats groovy because I do have credit yesterday store because they were the only one who had these particular rugs that were selling out everywhere they only had a couple left were pricing comparison to other places I said well whatever I really wanted a couple individual gentleman ship out blah blah blah terms your order pretty much canceled. My order never let me know. Never told me when I login they it says my orders are still going to ship on certain days but when I called, theyre like like right away Im very very very very prominent. I want to say Im not anybody. Im not trying to be rude or brag, but Im not used to feeling like this. They should not give people credit that they do. They cancel all your orders I cant use it. Im not familiar with it. Theyre horrible. They **** because its there Im going to use. I dont need to use it. Do I like it? Thats why I have a medical credit because I built credit in my life. I want my delivery. I wanna keep always good credit no reason ******** *************** registered in ************* so I wanna have something shipped to ***********. There should not be the question that is for you to decide , that is something other than your business as well. I am worldwide person and I dont have more than I have way more than home. I want to at least be respected. Tell me whats going on with my order. Yes, I want to be able to use my credit when I want and I built maximum is $10,000 credit I got that right away because I have those like good credit my life why do people these terms and then because they want to ship it some other different places maybe they have their very I dont know who these people are but were interior designers or design designers in general are all over , so I want my orders to me delivered topobox

  

  Business response

  05/22/2024

  Thank you for the information and the opportunity to look into this for you.  We've investigated the specific customer and transaction history in question.  In this case, this particular customer has a documented history of reversed ACH payments.  We show at least four orders where an ACH payment was reversed by the customer's bank, and in a few specific instances, all or a portion of the order was shipped out prior to the reversal, resulting in the customer receiving items with an open invoice and an unpaid balance, which according to our records remain outstanding and unpaid as of the date of our response.  At least three other orders were cancelled by Zoro upon the reversal of the applicable ACH payment.  As these payments were reversed and the orders were subsequently cancelled, **** has not been paid for these orders, and accordingly, there are no amounts being held by **** with respect to this customer and therefore nothing to refund.   
  
  
  
  While we are sorry to learn of this complaint, we stand by our decision to cancel the orders in question on the basis of non-payment.  We also refer to our Terms and Conditions, found at www.zoro.com/legal, which all customers accept as a condition of transacting on our website, which reads in relevant part:
  
  
  "In addition, Zoro reserves the right, with or without prior notice, to do any one or more of the following: (i) limit the quantity available for purchase per order and/or the number of individual orders that *** be placed per customer per day; (ii) discontinue any product or service; (iii) impose conditions on the honoring of any coupon, coupon code, promotional code, or other similar promotion; (iv) bar any user from making or completing any or all transactions; and (v) refuse to provide any user with any product or service.   
  Furthermore, Zoro reserves the right to cancel orders at any time, in its sole and absolute discretion, and for any reason whatsoever." 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive placed an order at zeros for a sump pump basin order # SO35633050. I had no knowledge this would be shipped by ****** I've ordered once before in the past and that item was shipped by **** I reached out to ***** informing them that ***** doesn't deliver to my adress and the access point is setup to refuse anything ***** related upon discovering it was shipped by *****. **************** refuses to listen to me and cancel the order. Their more than welcome to reference ******************************** ***** *CP 2020-0289377-A that I filed against ***** with my attorney general's office back in 2020. Well as the attached email.

  

  Business response

  04/04/2024

  Tell us why here...Thank you for the information and the opportunity to look into this.
  
  
  **** received the order in question on or about 3/28/2024.  The item in question is carried in-stock by our source of supply, and accordingly, the item does ship within 1 business day of the order being placed.  Due to the rapid nature of the shipping process, the item shipped out the next day and was not able to be canceled before being placed in transit.  Our third-party common carrier could not deliver the item and has returned it to the sender.  Since the item is on the way back to Zoro a return has been created for a refund of the order for the full amount of the purchase.  Per our normal processes, the refund will take 7-10 business days from 4/1/2024 to be issued to the customer.  ****'s **************** team will reach out to this customer via our regular transactional messaging channels to ensure that this refund comes through as expected.
  
  
  Thank you,

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi my name is *******************************. I purchased 2 faucets $1815.22 in total in July 2023. They made me wire it. Every month I was told its on back order with no explanation. Spoke to multiple managers. Manager **** and ***** contacted me after I requested after 4 months. They didnt have any answers. ***** told me in Dec to wait 2 months and to only contact via email. I requested to spread to someone above her. Her colleague called me back , ****. She cancelled order and hung up on me. That was about 3 wks ago and still havent been refunded. I called today told by ****** wait 4 wks and hung up on again. Requested to speak to **** and ***** boss after calling back. Apparently her name is *****. I would like to be refunded. There is no number to headquarters to complain. I keep getting re-routed to CS with no answers. Hope BBB can help me and report them. I found out theres a website on this occurring to other customers from Zoro.

  

  Business response

  03/12/2024

  Thank you for the information and the opportunity to look into this.
  Order SO32807482 was placed with Zoro on 8/8/2023.  The customer had tried to place the order previously on a credit card, however, it was declined and *********************** would only accept a wire transfer.  ********* was sent Zoros Wire Transfer Information.  The wire transfer was received by **** on 8/11/2023.  The item was then on backorder with Zoros Supplier. The Supplier kept pushing the item out on back order and the order requested to be canceled on 2/9/2024.  The order was closed the same day.  **** attempted to refund the money via Wire Transfer.  This request was rejected back to Zoro.  Instead of a Wire Transfer the customer deposited the money directly into Zoros account with either cash or a check.  Due to this Zoro is unable to refund via Wire Transfer and must refund with a check payment.  Check payments can take up to 4 weeks to process.  Zoro is a wholly-owned subsidiary of ************************* and Zoro must request the check payment through Grainger channels.
  Thank you,
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 1, 2023 I ordered a Global Industrial 95 gallon trash container (item #G708610331) from Zoro.com. The list price was $220.99 but it was 20% off (cyber week sale) with free shipping so $176.79 plus tax, for a total of $187.40. The item was listed as "In Stock" and ships in 2 business days on the website. **** confirmed the order and took my credit card payment. On December 2, I received an estimated ship date of December 11, 2023.When the item didn't ship on 12/11 I emailed Zoro. They emailed back that they would have an answer on 12/20 and asked if I wanted to cancel my order. I told them not to cancel my order.On 12/20 I called **** who escalated my request and I received a call back saying that my item was backordered until early February. I informed them that their website still listed the item as In Stock and ships in 2 days, although the price was now $280 plus $180 shipping. I told them that I was happy with the sale price I got during Cyber week (which was only about $20-$40 less than other suppliers at the time and I would wait.On 2/12/2024 and again on 2/21/2024 I emailed again for an update on the shipping for my item and informed them again that I did not want to cancel my order. On 2/28/2024 I received an email stating that item is no longer available and was removed from my order. However the exact item number is still listed on the Zoro website as In Stock with the higher price and higher shipping charges.I believe that the Zoro and or the supplier simply decided that they weren't happy with the sale price and free shipping. Since they accepted my order and repeated offered delivery dates for 3 months, I believe this is a clear violation of the consumer protection act. I have now ordered the item from another website for $224.92 plus $50 shipping for a total of $274.92 and expect delivery today.

  

  Business response

  03/06/2024

  Thank you for the information and the opportunity to look into this.
  Zoro does have a feed from our vendors to show if an item is in stock.  This is not a live feed and if other orders are placed before **** orders it will deplete the stock.  **** has confirmed with the vendor that this is what happened with this order.  Per Zoros contract with the vendor, orders are canceled if they cannot be shipped out within a certain time frame.  
  Zoro did do a soft authorization at the time the order was placed.  These authorizations do fall off after 7-10 business days, so there was no charge for the product.
  **** has confirmed that our supplier does have 49 available as of today.  Again this number may change as the supplier gets orders for this item.
  The price change on the item was a separate thing from the pricing on this order.  **** would be happy to honor a 20% off promo code for a future order.
  Thank you,
  
  

  Customer response

  03/06/2024

   
  Complaint: 21358936
  
  I am rejecting this response because: This explanation is not consistent with the two different delivery date estimates that I was given over the last three months. One day after ordering on Dec 1, I was given a Dec 12 estimated ship date.  When the item didn't ship on Dec 12, I was given an early February estimate.  And then on Feb 14 when I inquired about my ship date my order was just cancelled. Obviously they want me to just cancel my order the whole time. Of course **** and the vendor would be happy for me to re-order the item at the new price which is 2.5x higher than the sale price in November. No thank you. I ordered the item from another website for $200 less than what **** is asking me to pay now. A respectable company would honor a sale even if there was a pricing error. This was not an egregious pricing error either, it just might have meant that **** made very little profit on this sale. But their greed cost me $85 and wasted 3 months of my time. So no, I'm not satisfied with their answer and their lies.
  
  Sincerely,
  
  *********************

  

  Business response

  03/12/2024

  Thank you for your reply and the opportunity to look into this further.
  **** received the original backorder date on the item on 12/1 when the order was placed and that was the 12/11 date.  When the order did not ship as expected **** reached out to the supplier on 12/12, 12/12, and 12/18 requesting an updated expected shipment date. Zoros policy is to cancel any order after making 3 attempts to reach our supplier and getting no response from them.  This policy is for all Zoro orders.  It does not matter what the price of the item was on the order.
  Thank you,
  
  

  Customer response

  03/13/2024

   
  Complaint: 21358936
  
  I am rejecting this response because: from the day I placed the order until the day it was cancelled at the end February, the item never showed as Out of Stock or back-ordered on the Zoro website. The fact is that the Zoro and/or their supplier did not want to honor their sale price (including shipping) on my confirmed order. All communications from **** about my order said that my order would be cancelled UNLESS I requested that they not cancel it. I did request that the order NOT be cancelled and I received confirmation of that my order would NOT be cancelled. Please continue the lies by telling me what dates your website actually showed the item as Back-ordered vs IN STOCK - ships in 1 or 2 business days. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Over the years, I have occasionally purchased items form Zoro without a problem. My recent purchase had a problem and customer service rep ****** response has been completely inadequate and incendiary. I purchased a saw horse. On their product page (*****************************************************************************) was an image of what I wanted. However, that image was for a C700 sawhorse but the item ordered and shipped was a C300. I was expecting (and needing) what was in the image. The description did not contradict the image. I received a product of lesser value than I was expecting.The received items had an immediate use and now is in used condition and the original boxes are no longer available. ****** position is for me to go out and purchase shipping material, replace the sawhorses, ship them back and presumably, if they receive the original packing material back and the item in like new condition, I will get a refund. This is not reasonable for me to do all of that work, pay additional money and in the end, loss money and time even if they refund me the full amount for a used item due to their mistake or misrepresentation on their web site.I would appreciate a reasonable solution to their mistake.Note: Current product page still has the wrong image; is this deliberate?

  

  Business response

  02/19/2024

  Thank you for the information and the opportunity to look into this for you.
  I do apologize for the issues that have occurred with your order.  The pictures displayed are manufacturer-stock photos and, therefore do not always depict the actual item ordered. We recommend going by the product description for the most accurate information on any item. Product depictions in the catalogs and websites are for illustrative purposes only. Zoro reserves the right to revise publishing errors in its catalogs or any of its websites.
  Item G0578935 is listed as C300 Sawhorse and the *** item number is listed as TB-C300 which both indicate that this item is the C300 Sawhorse and not the C700. 
  At this time, Zoro has processed your refund of $121.70 and the items do not need to be returned to Zoro.
  Thank you.
  
  

  Customer response

  02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Their response was above and beyond what I think would have been acceptable - I can't be more pleased.  I will continue to be a loyal customer and their actions have firmed up my positive thoughts of them.

  I do understand their response that I should go by the description and not necessarily the picture.  Unfortunately in this case, the description didn't distinguish between the C300 and C700 and I did rely on the picture. At the time of purchase, I didn't even know about the C700.  I will try and be more careful in the future.

  Again, thank you for your excellent customer service; it was more than expected!

  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩