ComplaintsforMSC Industrial Supply Co.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  received an order for my business Thursday the 24th. I ordered three different items one of the items was missing from the box. 3 - 1/8" end mill bits. I called minutes after receiving the order. I was told someone would call. No one called. I called again still nothing. Then I was sent an email saying they were looking into it but again nothing. I have been a customer of theirs for years. I have a business and they supply some parts for some of my products. This has happened before. I used to order dowels which came in boxes of 100. I never received 100 3" dowels there were sometimes as many as 30 missing. The same thing nothing was done about it. I am fed up. Other companies would immediately make good on their mistakes. Not these people. I **** like a replacement , or a refund - immediately.

  Customer response

  08/29/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ******* website advertised a product of 12 10 ounce cans of Kroil penetrating fluid ***** per 12 cans So I placed an order for 24 cans order x2 It was sent and shipped through msc I opened shipping box and there were only 2 cans in the box MSc says its *******s advertisement so its their fault ******* management team says msc places the ad I need to talk to them Either way the order went through so I should receive the full order I do not want a refund I want accountability and my 24 cans Benefit of bargain entitlement should apply

  Customer response

  08/13/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by MSC Industrial Supply Co. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Apparently an order was placed online 1/5/23; according to them there were two components to this order. Our business, ******************, never placed this order. When I contacted ****** via email and then telephone, multiple times, I was told there would be a credit issued, One was issued for part of the order, but I keep getting statements showing the last portion has not been credited. When I contact ****** via email I am assured it is being taken care of, and it isn't. The account is now 3 months past due and we want this erroneous charge removed, and actually our entire name from their database, as we have never used them and definitely never will!

  Customer response

  05/15/2023

  At this time, I have been contacted directly by MSC Industrial Supply Co. regarding complaint ID ********, however my complaint has NOT been resolved because:

  I have only received another statement. I have had not communication directly with or from the company since filing the complaint.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Received incorrect product inside on box ordered 3 schedule 40 with a s**** on handle as shown in the manufacturer spec sheet. Received all schedule 80 with non removable handles in the schedule 40 boxes manufacturer declared to contact MSC I expect a full refund including the original shipping, you can recoup from the manufacturer as needed but Im not paying for a dime for an incorrect product

  Customer response

  10/14/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by MSC Industrial Supply Co. regarding complaint ID ********. I would like another contact to be made:

  I found additional contact info for MSC BELOW

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

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

  
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 06 28 2022 MSC Industrial Direct located at MSC Industrial Direct, ****** *************************************************** was paid $17.44 USD in the form of US postal money order number **** Money Order # *********** for MSC Industrial order number ********* dated 06 28 2022. The payment with MSC Industrial shows paid for. I have not received the item I have purchased and I have not received the shipping information for my purchase. The customer support team states I have not paid for an item.Money Order # *********** has been cashed.The information received is based upon the most recent information the United ********************* has.Order number ********* is for 1qty item number #******** shipped *** ground saver freight from **.3/8'"cut to length ********* ****************** *** *** **** *********************************************************************

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They had a problem with their software on May 5th of this year.So they sent me 3 orders of stuff when I only wanted 1 order. Their software was not working properly. and kept adding orders and shipping them.Now I can not get the credit that is due us. They owe for freight and returned merchandise.That is several hundred dollars. They only let you chat on line with them. They tell you what you want to hear.Then do nothing or ***** things up even worse. Either way they are responsible for return freight and the materials returned. I returned 2 items they even say that. but I get credit for 1 item and no return freight.A very large company on the stock market and they ***** the little guy's.taking care of the stock holders at my expense. Not owning up to their mistakes. A very BIG mistake.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Demand for payment letter arrives with no supporting information Customer # ******* Statement Date 5.19.2022 Total **** $823.00 Total Past Due $823.00 Numerous attempts to reach MSC by phone ************ and ************* have failed because wait time exceeds 10 minutes.I disagree with this charge as Ive no reason to have Industrial supply needs. I do not recognize your company name. I see nothing on the enclosed statement indicating the product associated with this $823.00 invoice. I also contest that if the invoice is in the **** day ageing category, that it logically cant be considered past due.Ive investigated the Better Business Bureau and see that there are 15 complaints and that you have 1 out of 5 stars for customer review. I encourage you to either fully disclose the nature of this invoice, or to write me that this was in fact a mistake and that the balance is completely resolved.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed 12/10/21. My brother died 1/10/22 and I am the Executor. I saw the pending order and called MSC and found out the order had not shipped yet but was ready to. I asked **************** to Cancel the order and they said they can't. I asked if the item was still in their possession and they said yes but can pull it out before the pickup. On or about 2/25/22 I called for a ** and received the ** number and shipping labels. I returned the item (2 boxes) on 3/16/22 via *********** shipping. On 3/19/22 I received another Invoice from MSC for $270.34 which I assumed was just because the return date and Invoice date were so close. On 4/3/22 I received another Invoice for $270.34. I called MSC and they gave me a story that that: 1. They shipped the item even though the CC was declined, and 2. They say they issued a Credit to the CC(my brother's) but never charged the CC. I told them that did not make sense because: 1. Invoice 2/17/22 show $270.34 15 days past due. 2. Invoice 3/4/22 show $270.34 30 days past due. 3. Invoice 3/19/22 show $270.34 45 days past due. 4. Invoice 4/3/22 show $270.34 60 days past due and is Final Request Had they issued a "Credit", as they stated, there would have been balance of $540.68 at some point OR the Days Past Due would have changed because the Returned Items would have been Credited leaving the $270.34 "Credited" amount with a "Lesser" Days of Past Due. No company would have issued a "Credit" when there was no corresponding Charge or Declined CC. That makes no sense.I have *** Tracking numbers, included, for the Returned Items which I used "Their" shipping labels with "Their" ** # on the label. I have tried to work with this company to achieve a goal that was mutually beneficial to both of use and I followed every step they required but they have set me up for failure

  Business response

  05/16/2022

  May 16, 2022

  Good afternoon,

  Thank you for contacting the ***************** last week.  Based on our research, the issue with the customer's order has already been resolved.  The open balance created when the credit card declined was cleared and the customer's credit card was credited when the merchandise was returned.  The open balance is currently zero and has been inactivated.

  Feel free to contact me should you have any further questions.

  
  Thank you,
  ***********************
  Credit Manager -  Risk Management
  *** ********** ****** *** *** **************** *** **** ********* ** *****
  
  

  Customer response

  05/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This issue was NOT Resolved by MSC.  It only was resolved, refunded, with pressure from the PA State Attorneys Office.  They provided no customer good will to my phone calls to resolve this matter.  If that didn't work, I was ready to take them to court.  THIS IS NOT HOW A BUSINESS SHOULD OPERATE and the BBB should give them a F- Rating because of this.
  
  Please keep in mind the following:

  I called MSC BEFORE the Order Shipped and they refused to stop the order

  I returned the item(s) with Tracking Numbers

  I saw the items(s) received by MSC, yet they still were sending me 60 and 90 day overdue Invoices.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  1-18-22 I ordered two buckets of white paint that came out to $530.40 Order number MSC # ******** One came damaged I sent pictures asked if they would replace it. They said they would give me 27 dollars off the order I said thats not even a quarter of what one of the buckets is worth. I began to give up and mention I would just post a review of my experience, the customer service lady ************************* than back tracked and said they would send out a new one I said ok and she kept asking me to send the leaking bucket of paint BACK through the mail which is not ok so I said no but I would gladly send pictures proving its leaking and so I did. later I got onto my credit card account and noticed they charged my card AGAIN without my authorization! I asked why and they said it was temporary and it would go away within 3 to 5 business days pending *** picking up the package. I never agreed to any of that and now she is no longer replying and *** has yet to pick up the package. I now have a $900 **** and only 1 bucket of paint! Whats worse is they have another 2 buckets being sent that they just went ahead and charged me for without even telling me!

*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. ↩