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Business Profile

Plumbing Fixtures

McMaster-Carr Supply Co

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plumbing Fixtures.

Complaints

This profile includes complaints for McMaster-Carr Supply Co's headquarters and its corporate-owned locations. To view all corporate locations, see

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McMaster-Carr Supply Co has 10 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/07/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to order materials and they wouldn't sell to me or offer any possible solution. They flatly rejected to sell any products to me. I have bought materials from them in the past, their explanation that shipping to Canad is too complicated is a lie and offence.

      Business Response

      Date: 01/16/2025

      Hi ******,

      ********-**** is a business-to-business vendor. As a supplier located in the *************, ********-**** is responsible for complying with U.S. export laws, regulations, and sanctions. In light of those responsibilities, we have made a business decision to only accept orders from Canadian businesses and schools.

      We apologize for the inconvenience. As stated in our direct email responses, if the material is not for personal use, you can resubmit the order and have it shipped to a valid business or school address.

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order about a month ago using Net 30 terms. I tried to place another order a couple weeks later, and after I had already gone to bed for the day, it was cancelled, causing me to be late for a client. Apparently you can't have multiple invoices open. This was not an issue with both Uline and Grainger. This wasn't a multi thousand dollar invoice, it was less than $15. ******** **** credited the first invoice without asking, and acted like all was well. It wasn't. I placed another order yesterday (1015TIM) and net 30 was still an option.Except apparently it wasn't. After it was too late, I received an email stating my order was cancelled. This is the SECOND time they have caused me to be late for a client, costing me time and money as I had to reorder it from someone else. This is terrible customer service and quite frankly - unacceptable.

      Business Response

      Date: 10/28/2024

      Hi ***,

      I apologize for the inconvenience and shipping delays you experienced when placing your second and third orders with us. As stated in our August 13 email, we require credit card prepayment for your orders. We understand the importance of quick delivery to our customers, so I'm glad to see your most recent order on October 16 was placed on our website with a credit card and delivered the following morning.

       Please reach out to *************************** if you have any additional questions.

    • Initial Complaint

      Date:12/26/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with this business on 12/4. They failed to put the full address on the package and, therefore, the courier was unable to deliver. Due to needing this order ASAP, and after being promised one day delivery, I spoke with a representative at ************************* and they shipped a replacement to arrive the next day (12/6). The replacement order arrived and all was good. I then started receiving emails stating I owed them a balance for the second order, even though this was an exact replacement for the first order I never received. After stating this, the company is now saying my AMEX was declined for the first order and I must pay them to avoid collection. This is untrue, as the payment went through for the first order. They are stating I have until 1/3/24 to pay them again to avoid a collections agency. My entire experience with this company was filled with incompetence, undelivered promises, and still continues to be a headache.

      Business Response

      Date: 01/10/2024

      On December 4, ***** placed an order on our website using a credit card. We were later notified that the credit card provided by ***** declined. ***** called us on December 5 and alerted us to the fact that the original order placed on December 4 did not have a valid shipping address. ***** expressed that the material was needed urgently. We shipped a second order via *** Next Day Air. We tried to process the credit card a second time but it again declined. The original order was returned to us, but we have not been paid for the second order that ***** received. We understand how these events could cause confusion. We tried to reach out to ***** multiple times, but did not hear back. We recently credited the unpaid order as a courtesy to resolve the matter.

    • Initial Complaint

      Date:01/03/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 30th 2022, I went only to Mcmasterr **** website and placed an order for two hot water pumps as it can be evidenced on the *** file I am attaching. I received an email saying the my order was supposed to be delivered by December 2, 2022, however the order never arrived. I started calling the company and sending follow up emails asking for an status on the order, I never got a response until today when I received an email from the company stating that they decline to accept my order, withtout any proper explanation. Please note that I have purchased from this company in the past, it is not my first transaction with them. I never received an email confirming that the order was cancelled until more than a month later. I believe I have a right to be informed on the reason why this company is declining to accept my order.

      Business Response

      Date: 01/16/2023

      We called ******************** and apologized for not responding to his inquiries in a timely manner, and shared the reason for canceling his order. We also provided feedback internally to ensure prompt communication going forward.

    McMaster-Carr Supply Co is NOT a BBB Accredited Business.

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