ComplaintsforZoro.com

• 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,
  
  ***********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Buying from this company is like installing a VIRUS on your phone. They will ******* you with emails, and you can not stop it. No matter how many times you "Unsubscribe", they continue to harass you. They will tell you that you have been unsubscribed from all marketing, but they value their email marketing more than honesty or your privacy.

  

  Business response

  02/13/2024

  Thank you for the information and the opportunity to look into this for you.
  Zoro has checked your email address in our system.  It appears that there were 2 accounts with your email address attached to them.  One of the accounts was unsubscribed from emails and the other was not.  I have unsubscribed the account that was still getting the emails and I have combined the accounts together.  We have also submitted your email address to be removed from any lists that we may have it on.  Please allow up to 10 business days for this request to process.
  Thank you
  
  

  Customer response

  02/14/2024

   
  Complaint: 21279512
  
  I am rejecting this response because: I only have one email address and one account. I am STILL getting emails. STOP!
  
  Sincerely,
  
  *************************

  

  Business response

  02/15/2024

  Thank you for the information.
  **** has removed your email address from our mailing list.  Please allow up to 10 business days for this request to be processed.
  
  

  Customer response

  02/15/2024

   
  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

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Zoro posted a deal online for ******** socket. I ordered and made Zoro account. I got notification that order that cancelled and haven't been issued refund. It's a scam company

  

  Business response

  01/15/2024

  Hello,
  Thank you for the information and the opportunity to look into this matter.
  I am very sorry about your order cancellation. As noted on the previous communication, the order was canceled as a result of a system glitch where incorrect prices were reflected for the product on zoro.com. The pricing reflected obvious and significant discrepancies from the prices customarily offered for such products. It was not Zoros intent to provide products for sale at those prices, and we apologize for any inconvenience this has caused, however we are unable to honor the price.
  Per the terms and conditions of Zoro.com Prices listed are wholesale, do not include shipping, handling fees, taxes, and/or duties, and are subject to correction or change without notice. Market sensitive commodity products will be priced according to current market conditions.

  Customer response

  01/15/2024

   
  Complaint: 21139162
  
  I am rejecting this response because:
  

  False advertising to get people to sign up for their website then replace desired ordered item with 10% coupon that doesn't apply to most items.  Zoro is a scam company with bad business practices listing false prices and then not honoring them.

  

  Business response

  01/16/2024

  While we understand and appreciate your frustration, we have investigated this matter and found a clear error in the listed price due to an issue with our internal systems.  The pricing listed in error was clearly a significant discrepancy from the normal and customary pricing offered for this item, and as a result, **** took action to cancel pending orders for this item as soon as the pricing error came to our attention.  Please note that under ****'s Terms & Conditions, which govern all transactions made through zoro.com and which you agreed to by placing an order on zoro.com, **** does reserve the right to cancel any and all orders which result from pricing errors.  The 10% coupon is not intended as a replacement or substitute for the cancelled order, but is meant to apologize for any inconvenience on your end.  If you would like your Zoro account deleted, please let our customer service team know and we will be happy to assist you.

  Customer response

  01/16/2024

   
  Complaint: 21139162
  
  I am rejecting this response because:
  
  Zoro uses false advertising and does not honor prices

  

  Business response

  01/18/2024

  Thank you for your response.
  **** again apologizes for any inconvenience that this has caused.  Zoros position on this matter is that it is our right to take the actions that we did.  **** has it clearly stated in the Terms and Conditions of Zoro.com that Prices listed are wholesale, do not include shipping, handling fees, taxes, and/or duties, and are subject to correction or change without notice.
  Zoro will not be sending out this product for the incorrect price that was listed on zoro.com.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello BBB,I made an order on Zoro, SO34185476, on 11/30 but decided to return my purchase. They received my return on 1/2/24 but I have not received any updates or a refund. Upon reaching out to support I was told I would have an update within ***** hours regarding my refund. It has been a few days now and I have still not seen anything & support has not responded to me on a follow-up. I made this return almost 3 weeks ago and would just like my money back at this point instead of being told to wait every time I reach out.

  

  Business response

  01/15/2024

  Thank you for the information and the opportunity to look into this for you.
  A cash refund ****** was issued on 1/12/2024.  The refund has been sent back to PayPal by Zoro.  Please allow **** business days for PayPal to process this refund.
  
  

  Customer response

  01/15/2024

   
  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a shower cartridge for an elderly plumbing customer to resolve the temperature issue within her master bath shower. During the ordering and repair process the shower had to be valves off due to the fact that the part was not offered in local stores. After receiving the package I discovered that the 220$ special order cartridge was not sent, instead an aerator which is the screen that sits in the end of a faucet was sent. An aerator cost is more than likely 1-2$. I reached out to customer service and was told that they dont specifically deal with these kinds of issues, that they will have to reach out to their vendor to find a solution and I should hear back within 5 business days. I reached back out after 10 business days because at this point it was Christmas/new years etc. And received the exact same response. That they dont deal with this but it will be forwarded to the appropriate team and to the vendor and I should hear back within a few business days. This happened three times over the course of three weeks, all stating the exact same excuse. At this point I started calling the customer service line and was told that they have resent the information to the vendor and they are going to get supervisors involved and make it a priority. Every time an email was ended that they would follow up or I would hear back shortly I never heard back from the company. Ive been incredibly considerate and patient in all emails and phone conversations to customer service, simply stating that I just want the correct item shipped out, or a refund for the cost of the item. At this point Ive had a customer without a shower for over a month, and Ive paid hundreds of dollars for a 1$ item off the website with no resolution. In my last email I stated that it had been nearly a month of back and forth and to please send the vendor contact info or a supervisors so that I can find a solution. At this point it appears they have stopped responding to emails.

  

  Business response

  01/16/2024

  Hello,
  Thank you for the information and the opportunity to look into this matter.
  **** has been working with our supplier on this item since you initially contacted Zoro.  I do apologize for the length of time it has taken to get this resolved.
  I am showing that a return label was sent out to you on 1/15/2024.  Once the incorrect item is returned a refund of $208.99 plus the applicable tax will be created. The refund will go back to the original form of payment.  Please allow **** business days once the refund is created to see the funds in your account. 
  Thank you,
  
  

  Customer response

  01/19/2024

   
  Complaint: 21133380
  
  I am rejecting this response because:
  

  I will not be accepting that the issue has been resolved on this platform until I have received my refund in full. I dont trust that **** can accomplish anything in regards to customer service. Ive gotten nothing but excuses and any reason to push back receiving the money I spent on an item I did not receive. The part I did receive in place of the item I spent hundreds of dollars on is a screen for a faucet and can be purchased for 1$.
  

  After a month, but only after filing a complaint with BBB Im being told that I should likely receive a return label soon. In my experience with **** thus far, I likely wont. If it gets that far I imagine the part will never received. And if I do receive a refund, likely after another couple month of emails and phone calls and spending my valuable time attempting to resolve their mistake to receive my money, I dont doubt there will be a hefty percentage of my money going to a restocking or processing charge. If **** actually is sending a return label they are spending more money on shipping than the 1$ the screen is worth. After 5 weeks and countless hours of my time, its stated that its showing* that a return label has been shipped. Just like it was showing* that the vendor was sent the email in regards to my refund for the last month. Im sure theyll have to check back on that in a week. Anything to delay returning my payment until the next email. I have never dealt with such unbelievably poor quality customer service.
  

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered items from Zoro, paid Amount 1 using PayPal. A day later I got an email from PayPal as follows: You approved an authorization to Zoro on December 9, 2023 for (Amoun1 1) USD. Zoro has updated the total amount of your transaction. Your new total is (Amount 2) USD. See below for details.Please contact the merchant with any questions or for further details on this change.A link to a PayPal page was included as "further details" but that page contained no explanation.1. Amount 2 was higher than Amount 1.2. At no point did Zoro or Paypal contact me to approve the higher amount 3. How can this possibly be legal? Can PayPal increase the amount billed to a million USD for example?4. I attempted to contact ****. There is no way to connect. There is no support email address. The only option is to file an online form. That process results in an email from **** that states "Do not bot]her replying to this email".

  

  Business response

  01/08/2024

  Thank you for the information and the opportunity to look into this matter.
  Reviewing the screen shot that was sent over, it is showing that the order was paid with ***** Fargo in the amount of $70.81.  The lower amount shown on the right hand side is just the total of the items on the order.  The amount charged on the left of the screen shot is the amount that you were charged with any shipping and/or sales tax.
  Zoro is always happy to hear from our customers.  There is a help section on our website showing all of the ways to contact Zoro.  It can be reached by clicking on the link. **************************************
  Thank you
  
  

*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. ↩