ComplaintsforZoro.com

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I feel Zoro has used deceptive Ratuten cash back practices to generate sales. After the product is paid for and delivered, they decline to provide the cash back. I purchased a commercial grade leaf blower with a MSRP of $639.99. The Zoro price was $703.99, but after a pop-up coupon from their website was used, the price dropped to $598.39. The 13% Ratuten cash back on the purchase was the only reason I made the purchase from Zoro. Without the $77.79 cash back, the discounted price was only $41.60 below MSRP. On the Ratuten website, I was not given a reason why **** declined to provide the cash back and I did not get a response to my request for missing cash back. I request Zoro provide the $77.79 cash back that was in effect when the sale was made. Zoro Sales Receipt # ********, Order date 11/7/23, Product cost $598.39. Ratuten Order Number WB1558746712$598.39

  

  Business response

  11/27/2023

  Hello,
  
  Thank you for the information and the opportunity to look into this matter.
  Promo code LBX15LM312M9 was used on this order.  This promo code was not provided by *******. Per the Zoro.com Cash Back Terms and Exclusions on the Zoro Rakuten storepage use of coupon/promotional codes not listed on Rakuten may void Cash Back. 
  Thank you,
  
  

  Customer response

  11/27/2023

   
  Complaint: 20903484
  
  I am rejecting this response because:

  My complaint states that I feel Zoro has used deceptive Ratuten cash back practices to generate sales.  In their response they state that "Cash Back Terms and Exclusions on the Zoro Rakuten store page use of coupon/promotional codes not listed on Rakuten may void Cash Back."   The words "may void Cash Back" are vague and do not let a consumer know at the time of purchase if they will receive cash back.  Had the wording been "will void Cash Back" I would not have made the purchase from Zoro.  I reject their response because their wording is vague and misleading.
  
  Sincerely,
  
  *****************************

  

  Business response

  11/28/2023

  Hello,
  Thank you for your reply.  
  Rakuten will not be issuing the cash back at this time per the Cash Back Terms and Exclusions. 
  
  At this time, **** is willing to make a 1 time exception and offer you a refund of $77.79, or to process a return for a full refund.
  Thank you,
  
  

  Customer response

  11/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Please ask them to issue a refund of $77.79. This resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Very fed up with this company. I use Rakuten and Retailmenot to get cash back on purchases and the only reason I have purchased from this company was because of the cash back offered. Well, they deemed me a "reseller" and would not approve my purchase for cash back, AFTER I had already received it. I am most definitely NOT a reseller. This is a giant scam. Do not buy from this company and expect to earn cash back!

  

  Business response

  10/26/2023

  Hello,
  Thank you for the information and the opportunity to look into this matter.
  I have reached out to our affiliate team to get more information.  They reached out to Rakuten for more information as we do not show you as a reseller.
  The cashback for your order SO33718783 was posted to your Rakuten account on 10/19/2023.
  
  Thank you,
  
  

  Customer response

  10/26/2023

   
  Complaint: 20761136
  
  I am rejecting this response because:

   

  this is regarding the **** with email ********************************.  two orders were placed. We are not a reseller 
  
  Sincerely,
  
  ***************************

  

  Business response

  10/31/2023

  Hello,
  Thank you for the additional information and the opportunity to look into this further.
  I was able to locate 3 orders.  SO33130894 and SO32672321 are not eligible for cashback, as a non-affiliate promotion code was used on the order.
  SO31022137 Rakuten will be reaching out to you.  This order is eligible for the cashback. 
  Thank you,
  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered Bosch Tachometer SFT8050 on June 19, 2023 SO32163170 Email from Zoro **** Ship Date 7-11-23 Email from Zoro 7-5-23 new ship date 8-18-23 Email from Zoro 8-25-23 new ship date 9-3-23 Email from Zoro 9-6-23 Order Cancelled No reason given I called Zoro 9-7-23 asking why ordered cancelled CSR said no reason listed.I did not have the tachometer for the summer car show event waiting on Zoro. Why did they wait 3 months to cancel. I could have ordered elsewhere.

  

  Business response

  09/13/2023

  Hello,
  Thank you for this information and the opportunity to look into this for you.
  The Bosch Tachometer ships directly from our supplier.  The ship dates that were provided came directly from the supplier.  Our supplier did not inform **** that they could not fulfill this order until September 6, 2023. Due to issues with this item, it has been removed from our website. 
  Thank you.
  
  

  Customer response

  09/13/2023

   
  Complaint: 20573709
  
  I am rejecting this response because:

  You (Zorro) never followed up with your supplier as to why the long delay.  You gave me a ship date of July 11 on June 20.  On Sept 6 you cancelled my order.  I called your customer service number several times and all I was told is the new ship dates.  I asked why the delay and was told your supplier never said why in their reply to you.

  I lost the whole summer waiting for the Tachometer for my car to have at the car shows. Your lack of follow up with your supplier and waiting almost 3 months to cancell my order is a poor business model.  

  .
  
  Sincerely,
  
  *****************************

  

  Business response

  09/15/2023

  Hello,
  Thank you for your reply.
  I was able to look into this further.  **** was working with Bosch directly.  They reached out to us 9/5/2023 and let us know they would not be able to fulfill this order, as they have discontinued the Retro Line Tachometer.  Zoro canceled your order the next business day.
  I do apologize that you were not provided this information when you called in after the order was canceled.
  
  Thank you,

  Customer response

  09/16/2023

   
  Complaint: 20573709
  
  I am rejecting this response because: ***** said they had 4 reply's from Bosch on ship dates before cancelling my order.  I find it hard to believe a company as large as Bosch would string along Zoro for 3 months about shipping an order worth $150.  I now know what kind of company Zoro is and won't be doing any business with them in the future, and telling my friends about my dealings with ****.. 

  My only positive dealings with **** was their telephone CRS people.  They were very nice on the phone and tried to give me info on my order.
  
  Sincerely,
  
  *****************************

  

  Business response

  09/20/2023

  Hello,
  Thank you again for your reply.
  ***** was doing their best to try and fulfill the order and that is why the lead time was pushed back multiple times. 
  At some point, ***** decided to discontinue the item.  They did not provide Zoro with an exact reason for this.
  Again I am truly sorry that this order did not go smoothly for you.  I am glad to hear that your dealing with our CSAs during your phone calls was a positive experience for you.
  Thank you,

  Customer response

  09/23/2023

   
  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

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 2 ventilation fans (CASE3950629) and paid Zoro the ******. I received 2 inexpensive thermostats. I reached out to them and they said theyd make it right by sending a return label and get my correct order shipped immediately. I sent them back the box and a few days later I received a box with 2 more thermostats which I returned. The third box I received was 2 more thermostats which I returned again. The 4th box was 2 more thermostats which I returned. Its been over a month now and I have not received the fans or a refund. I have made 4 trips to ***** to return their packages. I believe Zoro.com is a false company holding peoples money to gain interest or to never give people a product or refund.

  

  Business response

  07/11/2023

  Hello,
  Thank you for this information and the opportunity to look into this for you.
  Credit memo ****** was issued on 7/5/2023.  At that time the refund was sent to **** and **** will refund your purchase, as that is who was paid for the order originally.
  Thank you.
  
  

  Customer response

  07/11/2023

   
  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.
  

  Thank you for the help on this matter.  **** was very prompt to send me a refund after BBB contacted them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Since December 2020 my mailbox has been bombarded with zoro promotional mailings addressed to a previous resident *********************, *****************************************************************. I do not know this person and and who has not lived in my home in over 7 years. I marked a dozen of thse "return to sender -- no such person at this address -- remove from list" and continuted receiving them. I called zoro customer support in February 2023 and was told the address would be removed. I still received these mailings and called zoro customer support again on May *******. Then I was told the situation would be escalated to the database team that would remove the address these mailings should stop. I continued receiving them through June 2023 and called again on June 22. The customer service rep told me she removed over ten entries for this person in her system but could not guarantee that they would stop. Enough is enough.

  

  Business response

  06/29/2023

  Hello,
  Thank you for the information and the opportunity to look into this matter.
  At this time, the address *************************************************************** has been removed from Zoros system.  *** marketing team has been looped into the situation so that Zoro can confirm that the address is completely removed.  When an address is removed, there are cases where the flyers have been pre-printed and they will still mail out.  Due to the volume that goes out, **** is unable to remove these already scheduled flyers.
  **** does not compensate for throwing items in the trash.
  Thank you
  
  

  Customer response

  06/29/2023

   
  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, provided these mailings actually stop.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a large order with this company and the discount code I used showed it worked when I checked out. When I received the confirmation email, it hadn't applied. I immediately contacted the business to cancel the order to get the 20% off. Roughly 24 hours later, they shipped it anyway. When I asked them to cancel or apply the discount, they refused. This has been a nightmare. Order number SO32201204

  

  Business response

  06/23/2023

  Hello,
  Thank you for the information and the opportunity to look into this matter.
  I have requested that a refund of 20% of the total be done.  The refund will go back to the original form of payment.  The refund process does take **** business days.
  Thank you,
  
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Zoro.com A hacker made an account with my email address, after stealing my credit card information. It's been three weeks and they will not delete it no matter how many times I ask them to..

  

  Business response

  05/31/2023

  Thank you for the information and the opportunity to look into this matter.
  I am showing that on May 8, 2023, the account with your email address was changed to state that the account is Fraud, and the email address was removed from the account.  On May 30, 2023, the account was again accessed online and the email address was put back onto the account.  The account is set for no email communications from **** and ***** email address has again been removed from the account.
  Thank you,
  
  

  Customer response

  05/31/2023

   
  Complaint: 20122156
  
  I am rejecting this response because: I can still log into the account. It is not deleted I still have a customer number. I've been dealing with this for three weeks. All the person who did this to me would have to do is change the password and I couldn't get into it. I'm a victim of fraud and they are making me a second victim having to deal with this for this long. They surely have someone managing the website but they can't delete the account? Does no one there know how to operate the website? The problem is they don't want to delete it because I might change my mind and want to buy something. I won't as I've told them before. I've never heard of a company not being able to delete and account on their website. They should have a way that the account holder can delete it. But they don't. They don't want to turn away any possible business no matter how remote it is.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/01/2023

  Thank you for providing this additional information.
  I have worked with our website team and am happy to report that this account has been deactivated and can no longer be accessed.
  Thank you,

  Customer response

  06/01/2023

   
  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

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past 2 months I have been receiving emails from zoro.com advertisements. I emailed zoro over 12 times in the past 2 months requesting to be removed even forwarding them the emails. They refuse to remove me and I continue to get the unsolicited emails. This is aggravated harrassment. Give me their ceo **************'s email and phone number so I can call and email 9 times a week, I don't think she would like it, well neither do I. Remove my email address!!

  

  Business response

  05/30/2023

  Thank you for the information and the opportunity to look into this matter.
  The email address ******************* is not currently in our system.  Is there a different email address that the communications are going to?  We are happy to get you removed from the mailing list.
  Thank you
  
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 products on Zoro.com and received an email that they received my order. The next day I received an email that my order was confirmed and I would receive a tracking # when the item shipped. 4 days later my order was canceled so I called CSR who stated the price changed from the advertised price so they were not going to honor the price that was advertised. Spoke to a supervisor who said a manager would call me back later that day but never did. Emailed again 2 days later and received 2 emails that a supervisor understood my concern and would contact me the next morning to discuss but nobody calls. I have written several emails to address my order being canceled and now nobody responds. I feel that the company is false advertising by advertising low prices and confirming an order only to cancel it later. I read their core values on the website and believe the company does not honor any of them.1.You state you *********** Together but really you have terms and conditions that you are allowed to change your prices at any time so if you start to lose you just cancel the order as you did for me. This is more like a company option to change the rules to ensure you only win.2.You state you are Transparent but l you advertise at a price which I order and receive a confirmation but then you cancel my order for no known reason. The price advertised is not the price honored.3.You State you Take Ownership but your CSR and supervisor both agreed that this was a mistake on the company's part but the company canceled my order. This in my book is the opposite of taking ownership.4.Aspire to Be Customer-Obsessed You do not honor the advertised price, you cancel an order without saying why, change the price after confirming the order, and a supervisor of your company tells me a manager will call me back the same day and nobody does. I feel like you do not really care about my customer experience with your company.I request the company honor my order.

  

  Business response

  04/18/2023

  Hello,
  Thank you for the information and the opportunity to look into this matter.
  When updating the price of the item purchased, an internal error occurred at Zoro and the price was updated incorrectly.  Per the Terms and Conditions of Zoro.com which are agreed to when placing an order on Zoro.com: Furthermore, **** reserves the right to cancel orders at any time, in its sole and absolute discretion, and for any reason whatsoever.  Zoro reserves the right to revise publishing errors in its catalogs or any of its websites.  As this was a publishing error, Zoro cancelled all orders for this product and the prices as adjusted back to the correct pricing.
  Thank you,
  
  

  Customer response

  04/20/2023

   
  Complaint: 19944399
  
  I am rejecting this response because: You are not following your own core values as a company of #1 "Win & Lose Together" If there was a pricing error you should not had confirmed my order after you received my order and sent me an email. Your company has a 2 step process of receiving an order and sending me notification, then confirming an order telling me to expect a shipping email with a separate notification. You hide behind your terms and conditions that if the company is going to lose you just cancel the order ensuring you only win going against your first company core value. You company has a history of reviews and BBB complaints that the same things happen to customers so you should be aware to confirm prices after you receive an order and before confirming the order. You also don't follow core value #2 "Take Ownership" of your mistake but just decide not to honor the price advertised and cancel the order. Core Value #3 "Are Transparent" is violated by advertising a false price receiving an order, confirming an order, and just sending a customer a cancelation email with no reason why you are canceling my order. Core value number #4 "Aspire to be Customer-Obsessed" has not been the way you have handled my order or my concern when I brought it to your attention. You had a supervisor tell me a manager would follow up with me and also sent me an email that a supervisor would call me the next day but nobody ever called. This has been a terrible customer experience and that is because you have not honored any of your company's core values which is a company is to be built on and you train employees to follow. I would expect you to honor your order that you confirmed and own up to your mistake as a large company and follow your core values that you have posted on your webpage.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/20/2023

  Hello,
  I am sorry for the inconvenience that this has caused the customer.
  While the customer has stated the only acceptable resolution is to provide them with the item they desire, were unable to meet that request. While we try our best to ensure that all product listings are accurate, errors may occur, despite our best efforts. As stated in our legal Terms and Conditions of Zoro.com which are agreed to when placing an order on Zoro.com: Furthermore, **** reserves the right to cancel orders at any time, in its sole and absolute discretion, and for any reason whatsoever.  Zoro reserves the right to revise publishing errors in its catalogs or any of its websites.
  I apologize again for any inconvenience or frustration that this has caused the customer.
  Thank you,

  Customer response

  04/24/2023

   
  Complaint: 19944399
  
  I am rejecting this response because: *********** does not honor the advertised price after confirming the order. They have terms and conditions that just state they can cancel the order for any reason. In my opinion this is not a honorable company doing business that stands behind their core values and just cancels orders whenever things do not go their way as stated in the terms below.

  Zoro reserves the right to cancel orders at any time, in its sole and absolute discretion, and for any reason whatsoever. 

  Only an unethically company would need terms like this to not honor customers request. 

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

• Initial Complaint

  04/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order with Zoro in *************, ******** (*****************) in December 2022.***** arrived at our warehouse destroyed-Zoro collected them and sent another order-the next order all the items were destroyed again. I contacted **** and told them I lost my client and to refund my money (January 2023), however they did not listen and shipped a 3rd time. Again all the items were destroyed. Again I asked for a refund (February 2023) and hard to believe they shipped a 4th time.I was advised that I would get a refund in **** days after their receipt of the 4th shipment that I did not order.They received the 4th shipment back on February 27th. I was told they will refund my money in **** business days. Finally I received a cash refund notice on March 21st that my refund will be sent back to my credit card.I did not receive the refund as they promised as they told me I have to wait another **** days to get my refund or mid April.I should have received my refund **** days after their receipt of the order (which I did not order) on February 27th.I have relied on their money back policy and they have lied. I don't think it's fare to wait any longer and listed to their excuses. I have done nothing wrong but trusted **** who has continued to lie. This is from the order in December 2022 that my payment was made.

  

  Business response

  04/10/2023

  Hello,
  Thank you for the information and the opportunity to look into this matter.
  The customer refused the Fourth and Final Shipment of the item.  When a shipment is refused and returned to Zoro, it does take longer to process, as without the return information, **** does not know right away what order has been refused.  Once the order was located and checked in, the Refund was issued right away on 3/31/2023.  **** has returned the money to the credit card company.  ********* is different, however, most post the refund to the customer account in **** business days.  Zoro is not able to see any information on the bank's side of the refund. At this time the refund should be to the customer between April 11th and April 14th.
  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. ↩