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Business Profile

Electric Tools

W.W. Grainger, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

This profile includes complaints for W.W. Grainger, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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W.W. Grainger, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 7 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:02/10/2025

      Type:Sales and Advertising 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.
      We had inquired about an Air curtain and was speaking to a representative about the components and they had confirmed with us we were getting the correct air curtain (which cost about ***** with shipping and handling ) they had confirmed multiple times that the part was interchangeable and correct, we received the air curtain and it is not the same. On Friday we called them and asked them to rectify this issue and also send an email of them stating that they had made a mistake and we were told they would do so as were working on a huge client project right now and this could seriously impact future work for them. They had stated they were going to send over an email saying they were at fault nut they sent over something stating we were at fault and then we proceeded to follow up with them today and they stated they were not going to send an email over which was mutually agreed upon.

      Business Response

      Date: 02/21/2025

      Please see the attached letter in response to BBB Complaint #********. 

    • Initial Complaint

      Date:12/20/2024

      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 have a business account with ********************** under ******* One Hour Heating & A/C (*********). in February of 2020 we were delivered a Wall Heater, item number 36FK05. The sales order number is **********. Fast forward to this past week. We get called by our customer the unit is not working and set up a service call. We arrive and figure out the issue. WE call ******** the manufacturer directly and give the serial number to them. Come to find out the unit was manufactured in 2009. The part is no longer under warranty. So, I call Grainger explain to them on the phone. They only offer us to buy a new unit which now is around $950 which is more than the $784.71 price tag we originally bought the unit for. To me they sold me a unit that was already out of the 10 year manufacture warranty for the product. Now our customer knowing the warranties that the unit stats is unwilling to spend the money on the part or new unit. I am looking for the unit to be covered under the specified warranty and be sent the replacement part or unit to us a $0.

      Customer Answer

      Date: 12/23/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

      **** *******

    • Initial Complaint

      Date:12/17/2024

      Type:Product 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.
      We were resolute in our desire to break free from 'subsistence economies' and looked for collaboration if our Secretary of State had his way. He has shared his contact information and received 14's as an indicator of success. One of the indicators they encountered was intense discussions. They experienced significant frustration that commitments were on the verge of being broken, which led them to feel that their outcome implied leaving their homeland with sorrow and a sense of substitutionary or vicarious redemption. Most banks reportedly provide more intelligent financing & offer userfriendly services like direct deposit, getting paychecks up to two days in advance, waiving monthly fees, or overdrafts without charges, among other things. Continue reading for a summary of bank ****************** operating times. Bank & federal holidays are acknowledged. Direct deposits cannot be processed by banking partners. Bank holidays may cause delays in deposit credit. Mobile banking bypasses accessibility experts. Direct deposit payments are processed Monday through Friday; check for delays. We will not allow slumlords to control how twenty trillion dollars are allocated. $36,683,685,582 is the total earnings generated by 1 billion presented by real estate agents in ******. Fact-checkers do not agree with this twenty trillion dollar workingfamily figure. We find it regrettable to continually raise alarms when they have been ineffective. You were welcome not to rely on our statements over circumstantial evidence. **** ********* among other things will not see his identity politics diluted & duplicated if workingfamilies like him had their preference.

      Business Response

      Date: 12/23/2024

      Please see attached response to Complaint ID #********. 

    • Initial Complaint

      Date:10/07/2024

      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.
      For over 3 years you've been sending your catalogues to a non-existent person! "******** *******" has NEVER existed at ********************************************!IMMEDIATELY cease and desist sending catalogues for her to this address!

      Business Response

      Date: 10/14/2024

      Please see attached response to Complaint #********. 

    • Initial Complaint

      Date:09/16/2024

      Type:Delivery 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 called ************************* on two different occasions to see availability, sizing, and minimum order on some boxes from my number ***********). Both times I found boxes that worked. I mentioned to the **** over the phone that online it says the minimum order is 25 boxes. The **** assured me that the minimum order is a single box. Upon arriving to the store I was greeted by a nice person at the counter with no name tag who was somewhat helpful. She helped find the stuff but told me the boxes had a minimum order of 25. She brought in her associate ******** who was extremely rude and condensing. ******** questioned me as if I was lying. He also indicated as if I was trying to get something for free. I specifically stated I want to pay for them I just want to buy the quantity I was promised over the phone. This is after ******* made a mistake wasting nearly hours of my time. ******** had a nasty attitude and was of zero help. I ended up leaving empty handed. No boxes, no tape, no bubble wrap. Afterwards I called the ******* line again this time I explain the situation happening at the store. They tell me the minimum order is 25. I am then escalated to a manager ***** who tells me his solution is for me to order 25 boxes then return 21. I dont see how that is a solution whatsoever. He explains I could wait over a week and he could possible get a acceptation. This is completely pathetic to do this to customers.

      Business Response

      Date: 09/25/2024

      Please see attached response to Complaint # ********.  

    • Initial Complaint

      Date:09/02/2024

      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.
      9/27/2022 ******* They stand behind their products. Warranty No they have not tried to make anything right .

      Business Response

      Date: 09/16/2024

      ***** see attached response to Complaint #*******.  

    • Initial Complaint

      Date:07/10/2024

      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.
      july 8, ********************************************************** the parking spaces to check in. RARELY does anyone get through, so many customers wait until one of the workers delivers groceries to another person and then asks the employee to please check us in via their smart phone. On this day, i was not able to get through to the ************ number to say i have arrived for my pickup. a gentleman in the parking lot was just as frustrated because he could not get through either. a worker, ********, came out w/some groceries for someone and both myself and the gentleman asked her to check us in. she was obviously not trained, because she was unable to check either of us in. we were told that we had to call someone at our homes to get on the computer to check us in. she said unless we had a smart phone (which i do not, i am 77 yrs old and not tech savvy), we were not able to order on line anymore. i need a PROFESSIONAL from this store to call me and tell me that what i was told is NOT ACCURATE. In the meantime, i had to go home without my groceries and had to cancel my order. I care give for my 99-yr old mom and i really counted on ******* all these years to help me out by having my and my mom's groceries ready for pickup. PLEASE HELP ME UNDERSTAND.

      Business Response

      Date: 07/12/2024

      W.W. Grainger, Inc. (Grainger) is the nations leading distributor of maintenance, repair, and operation products,with its corporate headquarters in ***********, *********  According to the complaint, this issue relates to a grocery order involving ********  Grainger is not affiliated with ******** Moreover, Grainger does not provide grocery pickup services.  As such, Grainger respectfully requests that **************** withdraw her complaint, as Grainger is not the correct company to handle this issue.      

      Customer Answer

      Date: 07/12/2024

       
      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

      Date:01/03/2024

      Type:Product 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.
      Three cases of lambs damaged during shipping .Grainger refused to exchange them . I just wanted them to exchange them for another shipment of the exact same items . They said if I returned them it would be at my expense. They did not hold Oak Harbor Freight accountable for breaking the lamps.Order #********** Order Confirmation # WEB2479183909 Date Ordered: 12/29/2023

      Business Response

      Date: 01/15/2024

      Please see attached letter in response to BBB Complaint ID ********.

      Customer Answer

      Date: 01/23/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/03/2023

      Type:Customer Service 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 am a private house renter and got permission from the landlord to order a ******** natural gas room heater model; ******* A from the Grainger.com website. I ordered the heater on September 26, 2023, the heater was shipped out on September 27, 2023, and was delivered to my front porch on September 30, 2023. the total cost of the ******** heater was $1,755.00. The box was not damaged in any way, but after unboxing the heater, I found four (4) dents and one dent was worse than the other 3 dents. I called the Grainger website service line to make a complaint, and this is basically what I was told on the phone by an associate; After a replacement order is made, I will send back the damaged heater when I receive the new heater. I will have to pay for the total shipment of $1,755.00 using my debit card again, and when the damaged heater gets to the warehouse I will get a refund of $1,755.00 deposited into my bank. I think this is unfair, as I should just get a replacement heater, and have to pay again! I do not have that kind of money, and I am a retired 66-year-old man on a fixed income! The damaged heater is on them, I'm not the one responsible for the damage. I think I should get a replacement with no charge or just get a refund, and keep the dented up heater! I was talked to like I was stupid! Grainger is a low-class company, and they do not have my back!

      Business Response

      Date: 10/16/2023

      Please see attached response letter and supporting documentation relating to Better Business Bureau Complaint ID #********.  

    • Initial Complaint

      Date:08/21/2023

      Type:Service or Repair 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 8/28/2021 I purchased Item #: 5DVR8 (downblast vent direct drive roof exhaust fan) from Grainger in Maspeth, **. Within 2 years time (8/21/2023), the fan has stopped running. I spoke to Grainger in Maspeth and was told the one year warranty has expired, I could replace the motor for $290.30 or purchase a new fan for $672.65. Grainger in Maspeth also informed me that the fan should not have stopped working in two years time. These fans last at least 10 years. I called W.W. Grainger, Inc. who makes and/or distributes these products and was given Green **** Fan Corporation's troubleshooting number to call. this phone call was of no help at all. The cost of the fan purchased on 8/28/2021 was $671.92 and it did not last 2 years. Grainger did not offer a discount on aa new motor or new fan to replace the defective product they sold me. I'd like for purchasers of Grainger products to be aware of the defective products they are selling their customers and how you will need to replace their high priced products in a short amount of time.

      Business Response

      Date: 09/04/2023

      Please see attached letter and supporting documentation in response to BBB Complaint ID ********. 

      Customer Answer

      Date: 09/10/2023

       
      Complaint: 20501742

      I am rejecting this response because: (1) Grainger is the nation's leading distributor of used/refurbished goods that, *************, they resell to other customers like me. (I purchased the exact same fan in 2017 and it did not work. Grainger told me to discard the item and come pick up another one. This was a waste of my time and money because I had to pay the installer for putting in the fan that did not work and the new one that didn't last 4 years. 2) The product is a ****** Exhaust Ventilator not a Greenheck. (3) Even if the one year warranty has expired, I asked Grainger for a discount on the motor and/or a newly purchased Dayton exhaust Fan and was told NO. (4) Yes, I spoke with ******, a Grainger **************** representative for about 10 1/2 minutes and we went back and forth about the one year warranty and my receiving a discount but got nowhere. The representative would not admit that their products were inferior and that I have received from Grainger inferior goods since 2017. The fan is supposed to work at least 10 years as per Grainger's technical person. I did not purposely hang up; that was an accident but why stay on the phone when we were getting nowhere. 

      Sincerely,

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

      Business Response

      Date: 09/19/2023

      Please see attached letter regarding Complaint ID ********.  

      Customer Answer

      Date: 09/20/2023

       
      Complaint: 20501742

      I am rejecting this response because: I do not accept W.W. Grainger's response to my complaint. They refuse to take responsibility for the defective/refurbished equipment they sell. I will NEVER purchase any equipment from W.W. Grainger because of its defective/refurbished sale of their goods. Thank you for taking me off of your email string.

      Thank you to the BBB for your help. It made a difference and I would appreciate your keeping my complaint linked to W.W. Grainger on your website for others to see.

      Sincerely,

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

    W.W. Grainger, Inc. is NOT a BBB Accredited Business.

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