ComplaintsforGlobal Industrial

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Friday May 12th. The web site advertises same day shipping and my email confirmation said the expected delivery date would be on or before Wednesday May 15th. I contacted customer support on Thursday May 16th because I hadnt even received an update about the delay. **************** said delays and prepone shipments are very common. I assume the associate meant postponed shipments but no, this should not be considered normal or a decent way to conduct business.Very common? Are you kidding me? Thats the response? Its not common for a company to regularly fail to deliver as promised. Its not common for a company to fail to provide updates if a delay happens. Its not common for a company to advertise same day shipping, fail to ship, and tell you thats very common. Sounds like an absolutely horrible business model.

  Business response

  05/30/2024

  Thank you for your submission regarding your order #******** dated 5/10/2024 with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  One of our Senior Managers has confirmed that this was mishandled by a Customer Experience Representative and has received additional coaching.  The website does say that the product ships in one business day, however the vendor does not have it in stock and has no ETA for this product.  We tried reaching out multiple times but havent been successful. We have offered an alternate product, with free shipping.  At this point, we are waiting to hear back.     
  Best regards, Global Industrial Customer Support

• Initial Complaint

  04/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a product that from the ad appeared to have boxes with the cost. The company sent only the inserts. We fought with them. They did send us a slight refund to compensate. However they still after over a year have not changed the misleading advertising (as I notice when I was searching to purchase again from someone else). This is not fair to people looking to purchase this product. I want them to change the ad and stop scamming people. It took forever to get the small refund that we did get. The ad clearly stated boxes and inserts. They only send inserts.

  Business response

  05/03/2024

  Thank you for your submission.  We value our customers feedback and apologize for the confusion the images and description of this item caused.  The details you have provided helped us understand where things did not go as intended and will help us make improvements. Our product management team will work to provide a clearer description of what is included with this item.   
  
  Please reach out to our service team should you need anything in the future at **************.  
  
  Best regards, Global Industrial Customer Support

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company seems as if it is a fraud or not real. Beware of them most likely a scam. I ordered a few weeks ago with two day shipping. The two day shipping that you pay extra for is over two weeks now. The company bilked me out of over three hundred dollars for a fast ship item that was in stock. When calling to track or complain, you get handed off to other people who keep forwarding you to the next and then to the end of the conversation and review with ai that doesnt understand you. With no resolution.

  Business response

  05/02/2024

  Thank you for your submission regarding your Order #******** dated 4/13/2024 with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  We apologize for any inconvenience we have caused you.  We will continue to work on improving information (product availability)on our website.  We hope to earn your business back and work with you in the future.         
  

  Best regards, Global Industrial Customer Support

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Mar 18, 2024, a fraudulent order made by a family member was placed on your website. It was discovered at the delivery of this said order which was on Mar 20, 2024. The order number is ********. I contacted the agent on March 20th in the morning and the agent was excellent. He understood the severity of the issue and offered a *** return label to return the order. However, the label was never sent. I contacted other agents and now they want me to pay the return shipping fees !! This is unacceptable, this is a fraudulent order and you guys don't help long time customers?? Please I beg you help me solve this issue.

  Business response

  03/21/2024

  Thank you for your submission regarding your Order #******** dated 3/18/2024 with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  Our Customer Experience Manager has confirmed that a return label has been emailed to you.  A credit to the original form of payment will be issued once the items arrive back.    We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved.  We apologize for any inconvenience.  We look forward to doing business with you in the future.     
  

  Best regards, Global Industrial Customer Support

  
  

  Customer response

  03/22/2024

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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Global Industrial (GI) Order #********; ordered 10/9/23. Original order was for 2 5ft awnings. Manufacturer shipped 1 5ft & 1 7ft. Global customer service was contacted and the return H23-7K item was arranged. Return shipping directions with ***** were not accurate and had to reach back out to Global Industrial multiple times for assistance. A GI employee set up the return. Now I am receiving a $1,227 bill from ***** for the cost of return to the manufacturer. The wrong item being shipped was not our error. I have now been working with GI for 6 weeks trying to get this resolved. My last communication customer service **** ************************** and was, "I'll get back to you later today. I want to be certain this is all taken care of." **** communication was on February 8. I have email this customer service rep 3 times since asking for an update and have not received anything. I am at a loss and ***** keeps sending an invoice. I have copies of all the email communication that has been sent to Global Industrial customer service. Can you assist, please in getting a resolution? My school district had nothing to do with the chain of errors that have caused this issue. Thank you so much.

  Business response

  02/28/2024

  Thank you for your submission regarding your Order #******** dated October 5, 2023 with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  As requested, we are taking responsibility for the freight invoice, and issued a credit for the entire order.  We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved to your satisfaction.  Please reach out to our service team should you need anything further at **************.   

  Best regards, Global Industrial Customer Support

  
  

  Customer response

  02/29/2024

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In regards to order number ********.This order was placed online on 1/12 and was scheduled to arrive on 1/25. I checked on the 24th and the order was still set to arrive by the 25th. On the morning of the 25th I checked again and th status was updated with a shipping date of January 31st with an arrival date of February 1st, which in and of itself does not make sense based on the location the item was shipping from, as well as the fact that it was coming via standard ground shipping.At this point I called to figure out what was going on, and was told th item was back ordered. The new arrival time was not going to work for our needs so at that point I asked to cancel the order and told it would be cancelled by the person I spoke to on the phone. The following day I had not yet received confirmation that the order was cancelled, so I called again and spoke to a different person, and again was assured that the order would be cancelled.The following day I woke up to find an email in my inbox saying that he item had shipped. I already ordered a product from another company at this point to serve the same purpose, and it had already arrived, so again I called and was told by a third person that because the item had already shipped that it was no longer cancellable.Not one single piece of information I recieved from your website, or any one of your employees was accurate and because of it not only am I out the money I spent on your product, now i'm out the money I spent on the replacement from your competitor. This is a terrible way to conduct buisness and the only appropriate solution is a full refund including shipping.To add insult to injury, it is now February 6th and the item still has not arrived. The only thing I have recieved thus far is an insulting offer of a $50 credit for " My Inconvenience "

  Business response

  02/21/2024

  Thank you for your submission regarding your Order #******** dated January 12, **** with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  As requested, credit for the full cost of the order has been issued, to the original method of payment.  We also credited the freight and tax on freight. Our ***************** Associate has indicated that depending on the credit card company, it can take up to **** business days to be reflected back on the card.  We believe this matter has been resolved to your satisfaction.  Please reach out to our service team should you need anything further at **************.  
  

  Best regards,

  Global Industrial Customer Support

  
  

  Customer response

  02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Resolved 2/21/2024
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed on 12/29/23. Shipping was guaranteed within one week. Order still has not been received as of 1/30/24. I requested a refund but was told they needed to check with the manufacturer firs and would get back to me. I have received no response. I chatted with a Live Agent today and was told the same thing. At this time, I do not believe this company had any intentions of shipping me the product I purchased or to issue a refund. They continue to make excuses and ask for more time knowing that the order will never be sent.

  Business response

  01/31/2024

  Thank you for your submission regarding your order dated 12/29/2023 with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  Our Customer Experience Manager has confirmed that the items did get lost and were never delivered.  We have substituted an identical, in stock item, to be shipped.  We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved.  Please reach out to our service team should you need anything further at **************.

  Best regards, Global Industrial Customer Support

  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was recently gifted battery charger model SL1316. I was shown step by step how to use it. I was happy with it especially that I can charge other things too. Ironically my car gave me trouble on Sunday. I retrieve the box out of my trunk and unpacked it. However the battery pack outter case is opened. Theres no way for me to close it. I squeezed it down but it seems swollen and isnt closing in the outter case so that it can be used. Ill attach a photo.

  Business response

  01/25/2024

  Thank you for your submission regarding the gifted battery charger with Global Industrial.  We value all feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  ******************** Account Manager is waiting to receive the order number so a replacement can be sent.  As soon as we get all the information necessary to process the replacement, a new battery charger will be sent. 
  Best regards, Global Industrial Customer Support
  
  
  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our apartment complex bought 4 outdoor pinic tables on 11/14/22. Within 1 year the tables begain rusting badly. When we contacted Global Industrial about this, they said the tables only had a 1 year warranty and they would not do anything about it. I feel the tables should have lasted for more than 1 year before becoming so badly rusted. We spent $4,444.57 on these tables. We want Global Industrial to replace the tables. We have attached photos that show the rusted areas and where the tables are splitting and becoming dangerous.

  Business response

  01/12/2024

  Thank you for your submission regarding your Order # ******** dated November 14,2022 with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  One of our Assistant Managers has arranged to send replacements for the picnic tables ordered.  We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved to your satisfaction.  Please reach out to our service team should you need anything further at **************. 

  Best regards, Global Industrial Customer Support

  Customer response

  01/12/2024

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a workbench shop table with lockers for my shop class at the high school where I teach. This product was ordered in May and delivered around June 23rd. No one was around except a school employee who accepted the order, because it was summer and teachers and most staff were on break. The person who accepted the order had the delivery driver store it in the shop. When I returned in August and opened the box, I noticed the wood table top was severely damaged. I called Global Industrial and started the return process. The woman was friendly and helpful. I took photos of the damage and box as the woman instructed to determine if the package was damaged during transit. She said since the box wasnt damaged, it was probably damaged before transit. I emailed the photos. Two or three days later, I received an email from ****************** at the returns department, stating that damaged goods must be reported to Global Industrial within 5 days of receipt, and unfortunately there is nothing they can do for me. I emailed him back and kindly explained that there was no one to inspect the order, because it was summer. Plus, the shipment appeared to be damaged before transit. I never heard back from him or Global Industrial again. No response whatsoever. He totally ghosted me. So my school wasted over $3000 of taxpayer money for absolutely nothing. This is the worst company I have ever dealt with in my life. I have to purchase two other tables, now three to replace the one that was damaged. I will be buying them from another company. I will never buy another product from Global Industrial again.

  Business response

  09/27/2023

  Thank you for your submission regarding your Order #******** dated 5/15/2023 with Global Industrial.  We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future.  The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better.  As requested,credit for the full cost of the order has been issued, to the original method of payment.  We believe this matter has been resolved to your satisfaction. 

  We apologize for any inconvenience this has caused.  If there is an opportunity to earn your business in the future, wed love to speak with you again.  Please reach out to our service team should you need anything further at **************.

  Best regards, Global Industrial Customer Support

  
  

*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. ↩