ComplaintsforGlobal Industrial

Industrial Supplies

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Initial Complaint
09/26/2023
Complaint Type:
Delivery Issues
Status:
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.
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
Initial Complaint
09/25/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We ordered a large whiteboard and the item was never delivered to the address that was provided to Global Industrial. They have made no attempt to resolve the issue. Any time myself or another co-worker has reached out to Global Industrial we may receive one email back with no useful information. We have called and messaged t hem through their website. Order #:******** ***** 4' x 10' Whiteboard - Porcelain - Aluminum Frame - Includes Marker/Eraser Item #: B1480523
Business response
09/25/2023
Thank you for your submission regarding your Order #******** dated May 24, 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. ********************* 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. We apologize for any inconvenience this may have caused you. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support

Customer response
09/26/2023
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
09/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
3 months ago i bought a floor cleaning machine cost $2000 it was delivered whith bad bateries i have not be able to use it ones i called the company and they told me that new bateries where going to be send i have been waiting for months and no bateries .
Business response
09/15/2023
Thank you for your submission regarding your Order # ******** dated July 9, 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 Assistant Manager reached out to you and explained that the replacement batteries were on back order. They are now in stock and have been shipped out to you with order #********. In the event that the new batteries dont correct the issue, we will replace the unit. 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
Initial Complaint
09/08/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Global Industrial is attempting to charge me for orders that I did not place. This companies system made duplicate orders. These orders were never received. I have contacted this company by phone and email several times. I have made notes in their system. No matter what I do they never reply or help me with this issue. The total for all fraud invoices is $1558.06, invoice *********, *********, *********.
Business response
09/12/2023
Thank you for your submission regarding your Orders #******** and ******** dated 6/27/2023/and 6/29/2023, respectively, 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 Assistant Managers for the Customer Experience Team reached out to you and explained what happened with the orders. We invoice once an item ships and each item on the order had a different ship date which is what caused multiple invoices. A credit for the final missing part of the duplicate order, which was lost due to it being returned through the carrier, has been issued. 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

Customer response
09/12/2023
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]
The business removed the fraudulent charges from my account. However; I am still waiting for them to refund the Betco Hybrid Floor Finish, 5 Gallons Bag in Box they did not deliver. As part of order ******** I ordered (6) of the Betco Hybrid Floor Finish, 5 Gallons Bag in Box and only (5) arrived or was delivered. Once they refund me for this the case can be closed.

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

Sincerely,

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

Business response
09/25/2023
We want to clarify that these charges were not fraudulent. An order was placed online and then another order was placed with a sales representative. This caused duplicate orders, not fraudulent activity. A refund check was issued and mailed out on September 14, 2023 (this was confirmed with our Cash Application team) in the amount of $185.90 for the one Betco Hybrid Floor Finish that was lost in transit. Global Industrial invoices once an item ships and each item on the order had a different ship date, which is what caused multiple invoices. A credit for the final missing part of the duplicate order,which was lost due to it being returned through the carrier, has been issued. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support

Customer response
09/25/2023
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
09/07/2023
Complaint Type:
Product Issues
Status:
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.
I ordered a shelving set from Global Industrial on May 23rd. It arrived damaged on June 5th, so I refused the freight shipment. They re-shipped another set, which also arrived damaged (on June 13th), so I refused the second shipment. Both times the shelving components were packaged very poorly, which the 2 different freight drivers both pointed out to me. Global Industrial said that they would send me a refund with ten days. I never received any refund. I opened a PayPal payment dispute. ****** says that they are letting them keep my money, and has closed this case.
Business response
09/11/2023
Thank you for your submission regarding your Order #******** dated May 23, 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, a full and complete credit of all costs charged and associated with this order have been issued, to the original method of payment type on file which is a MasterCard. ******************** Manager 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
Initial Complaint
08/09/2023
Complaint Type:
Product Issues
Status:
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.
On July 12, 2023 I purchased a centrifuge (LW Scientific ZCC-12HD) from this company (order # ********). When we took it out of the package to use it, it did not work. I have tried 3 times now to get an return authorization code number to return the item by calling their 800 customer service number. Each time they say they would email me a an authorization number. I have tried going online to get the authorization code but the only choice I have is to claim that there are cracks in the product (which there are not) and then I am required to upload images of the cracked product, which I don't have because it just does not work, it is not cracked. It is getting closer and closer to the date in which their return policy will make it so that I can no longer return the item for a refund.
Business response
08/16/2023

Thank you for your submission regarding your Order #******** dated 7/12/2023 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 have successfully setup a Return Authorization for you with the Vendor. Our Customer Experience Assistant Manager has confirmed the credit will be released to the original method of payment as soon as the item is received back to the manufacturer. 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
08/29/2023
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:

Although they did indeed give me a return authorization, they did not willingly give me a refund after receiving the item. Instead they offered me a refund for the cost of shipping via paypal and if I accepted that, the case would be closed. When I contacted them they said they would have to contact their accounting department. The only way I got my $ back was that PayPal intervened and forced them to refund my $.

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

Sincerely,

*************************
Initial Complaint
06/20/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased the following:Brecknell MS140-300 Portable Medical Electronic Physician Scale, 660lb x 0.2lb, 20-1/2" x 20-1/2" | ******** Order #******** It is missing the screws to attach the handles and they refuse to send me a replacement. They keep asking me to send pictures to prove that they are not where they are stating they are. This is affecting the practice I manage. I just need them to send me the two screws.
Customer response
06/21/2023
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
06/08/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a air hose reel on March 21, 2023 with estimated delivery of "on or before" March 29, 2023. The order confirmation is attached. After checking status several times along the way, they changed the estimated date several times. When the last estimated delivery date of June 5, ***********************************************************************Today I receeived the following email from them:Hello *******,This email is in regards to your order #******** which has been cancelled due to price discrepancy.If you have any further questions/concerns, please don't hesitate to contact us.Thank you,*************************** They should fulfill the order.
Business response
07/12/2023
Thank you for your submission regarding your Order # ******** dated March 21, 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. We reinstated the order and maintained the same pricing. The order has been shipped out and delivered. One of our Assistant Managers in **************** has reached out to several times to apologize for any inconvenience this may have caused. We appreciate your patience and understanding. 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
07/12/2023
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
05/26/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Have purchased a machine that does not work, has never worked properly, have been trying to either get a repair, a refund or a replacement for over a month and at least 10 customer service calls later, I am still paying for a machine I cannot use. This should be illegal.
Customer response
05/30/2023
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
04/19/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I work for an automotive manufacturing company, we ordered 2 tables for start of a new production line that we intended to use for quality control items. upon receiving these items one was great (really nice table) but the other one was completely destroyed and was missing some of the hardware needed to assemble. I created a power point with the items damages and details the day I received this item. and sent out 6-7 emails as well as left voice mails. when calling and finally getting a hold of someone the requested the order number and I contacted the purchasing department for my facility and when reading the order number the customer service agent said that there was no record of this order or the number may have been wrong. I have a copy of the ** as well if needed to verify this is the number on the purchase order. this table was almost $3000. I have tried using the chat box on the website everyday for the past 2 month to resolve this and sending multiple emails again and still nothing in response? the chat with agent does not even work on the website? I tried on 4 different computers different networks and still nothing. can someone please help me get this issue resolved. I love the company's products just wish contacting and getting genuine support was better.
Business response
04/25/2023
Thank you for your submission regarding your Order # ******** dated January 12, 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 Senior Manager for Customer Experience has arranged to send a replacement unit. She has also provided you with your account managers information for all future inquiries to obtain a quote or place an 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
04/25/2023
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,

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

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