ComplaintsforGrizzly Industrial Inc

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a drum sander model G0920 whiched arrived on time & in excellent condition. Upon assembly I found it to be missing 4 ********* kept all packaging untill the machine was assembeled. Spoke to customer service, very nice person who ordered the missing parts, unfortunately the parts were lost in shipping. Contact *** to search & file a investigation, call Grizzly customer service & explain. There answer was it takes at least 8 days for ***, I asked if they could ship new replacement parts & no one could answer that. I have called customer service at least 3 times with no call back or answer about new parts. I feel I have done nothing but wait, I feel this is solely Grizzly issue & they should overnight new parts while they wait on ***, I do not feel this is an unreasonable request. Thank You.

  Business response

  03/12/2024

  We sincerely apologize for the inconvenience caused by the missing parts in your recent purchase and the delays in resolving this matter. Upon investigation, we discovered that the parts were lost in transit during the redelivery process. To expedite the process, we typically give the carrier an opportunity to locate the missing package, which can reduce the wait time associated with sending a replacement order. A new replacement order for the missing parts has been processed today. We value your business and hope to have the opportunity to provide you with a better experience in the future.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 1 tube bending die and didnt use it until months after I bought it. When I did finally use it, it damaged every piece of tubing I used it on. Contacted Grizzly tech support to have it replaced because it was under warranty and was told they would send me a new die. They sent me a gift card for the price I paid before tax and said the die was out of stock. They never informed me they would be sending a gift card instead of a new die. I dont need a gift card as Ive realized their dies are junk and I switched to a different brand. They refuse to refund my money and now Ive got a useless gift card for less than I paid. Yes *** already tried to go about this the right way, but Im unfortunately stooping low enough to leave a review as I am out $189.38 that I will not see again as well as a couple hundred dollars in 1 aluminum tubing that was damaged by their die.

  Business response

  02/22/2024

  We apologize for the inconvenience experienced with our bending die and the subsequent handling of your warranty claim. We strive to provide high-quality products and exceptional customer service, and we regret that we did not meet your expectations in this instance. We have reviewed your case and understand that you were expecting a replacement die instead of a gift card. As the die is now back in stock, we have created an order to send you a new die redeeming the gift certificate you were provided. If you have any further concerns or if there is anything else we can do to assist you, please do not hesitate to contact us.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Grizzly *** sells a planer ( model G0940) which they advertise with a 12 maximum width. The machine I have received only has a 6 maximum width due to a manufacturing issue their customer service stated they are aware of. The customer service agent then took my information and stated I would be called back by a supervisor in a couple hours. A call which never came. The attached image is a small test piece with was just planed in the center unable to enter under the rollers on the right side. I have a video, but it wont let me attach it.

  Customer response

  01/11/2024

  Grizzly called me back and has arranged for the planer to be replaced. 

  Business response

  01/12/2024

  We are genuinely sorry for the inconvenience you have experienced with your new planer. After reviewing your complaint and contacts, we acknowledge the manufacturing defect and understand the frustration this must have caused you. We have sold thousands of this machine with very few instances of manufacturing issues. We offer a full comprehensive warranty for all of our machines; and, our team has been working with you to process a replacement at you request. The return authorization has already been approved, issued, and a pre-paid label has been e-mailed directly to you. Furthermore, we have reviewed your interactions and phone calls, we noted a refund wasn't requested during those discussions. We are flexible and willing to process one upon receiving the item back. To communicate your preferred course of action or seek further assistance, please don't hesitate to contact our customer service team directly. We assure you that we will ************ necessary steps to rectify the situation and provide you with a resolution that meets your expectations.

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recall of vital machine parts....OK so I am very annoyed at a situation that has developed over the past few weeks. In 2010. I purchased a ShopFox W1758 lathe and have been using it every week for the past 12+years without issue. On the 4th Nov this year I received a recall notice from Amazon regarding this lathe stating there was an issue with the cutting tools. It turned out that the faults are in fact with the faceplate and tool rest and not the cutting tools which ShopFox did not supply (still its good to know there is an issue). Anyway to cut a very long story short I was asked to immediately stop using the lathe and contact Grizzly Industries to request replacement parts, which I did and was informed that I had to wait until mid March **** (estimated) to receive the new parts, in the mean time do not use the lathe.Thats 4 1/2 month before the lathe can be used and thats only an estimated delivery time, we all know how things can be delayed especially when they come from overseas companies in *****. If I used this just for a hobby lathe I guess it would be no issue but I'm in the middle of a huge Bugatti Throne Chair like project and it now looks like I have to purchase another lathe to safely complete them in a timely manner. Grizzly are selling similar lathes on their website that use identical faceplates and similar adjustable tool rests that would fit this lathe but no, they will only supply replacements by making existing customers wait months!

  Business response

  11/17/2023

  We understand the frustration and apologize for the delay in receiving the part kit. We are working diligently to expedite the process; however, the voluntary recall has been a major undertaking that has required many steps and retooling from our factories. This is an urgent matter for us and we are taking every step to get the kit to our everyone as quickly as possible. We will continue to communicate updates regarding availability to our customers as soon as they become available. 
  
  

  Customer response

  11/17/2023

   
  Complaint: 20880561
  
  I am rejecting this response because:  I am an industrial design professional with more than 45 years experience, I regularly deal with ******* manufacturing companies and traveled to ***** 12 -16 times a year on projects for **************** STC, ********* and many other European film companies. I am fully aware of production times and as Grizzly already has faceplates and tool rests that will fit this lathe it follows they already have the tooling in *****. If they supplied parts from their in-stock lathes it would inconvenience them by delaying sales, so instead they inconvenience existing customers!
  
  *************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent me a broken planner. Cost me over 2 thousand dollars and they say it is out of warranty. If that's the case, it was out of warranty when they sent it 18 months after I purchased. The internal mechanism in the elevator post was broken when coming out of the crate. I have pictures if needed. Also when I picked the piece of equipment up out of the crate, the chain and sprokets literally fell out and I already had to repair that. I should not have to repair a piece of equipment that was purchased brand new out of the box. This planner has never been used or even plugged in. The piece of equipment still has the factory tags and grease all over it. All I want is for them to fix it. Warranty states 1 year from shipping but it took 18 months to arrive adter the purchase. It sat for about 10 months in the crate before I took it out of the box. This is my 4th piece to purchase from grizzly and I didnt have these quality problems with any of the other equipment.

  Business response

  11/13/2023

  Upon reviewing your concern, we found the order was placed in February 2022 and shipped in August 2022.  It did encounter delays in shipping due to industry-wide backorder and supply challenges. We want to emphasize our commitment to transparency during the purchasing process. It is important to note that at the time of the online checkout, the stock status of the item was displayed as out of stock.  Despite the backorder delay, we quickly shipped the machine as soon as our facility received the inventory from the factory.  We understand the frustration this may have caused and sincerely apologize for any inconvenience experienced as a result.
  Regarding the damage referenced in this complaint.  Our records indicate that no such issues and/or damage were reported upon the delivery of the machine. We require timely reporting of shipping damage as it is a crucial aspect for us to file a claim with the carrier on your behalf.  We provide a copy of our freight policy and delivery requirements during online checkout and each customer must agree before an order can be completed.  It is unfortunate we are unable to offer assistance for damage reported 14 months after receipt of the machine, as it falls outside our specified reporting window.
  
  We want to reaffirm each machine is covered by a 1-year manufacturer warranty.  This warranty starts on the date the order ships, which in this instance was August 29, 2022. In fact, as a courtesy, we provided a replacement part outside of this window when we were contacted about a recent concern.  We are disappointed that you feel upset.  We believe we have taken appropriate measures throughout this transaction to keep you informed about delays, our shipping/warranty policies, as well as extended courtesies to replace a part outside of the warranty period in an effort enhance the purchase experience. While we are unable to honor any further warranty claims due to its expiration, we remain committed to supporting you with technical assistance.  Our dedicated support team is available to troubleshoot any issues you may encounter, provide part numbers,and assist with placing orders for any necessary components.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 5th 2023 a part on my lathe broke so I contacted Grizzly for warranty part replacement. They told me to stop using the lathe and they would be sending an upgrade replacement kit. The replacement kit was supposed to arrive at Grizzly on August 20 but I got a notification it would arrive September 6th. I called today and they said they did not receive them and they had no idea when they would arrive. Its been over 5 months and I have no idea when or if I will ever get my parts.

  Business response

  09/13/2023

  We understand how crucial it is to have your lathe fully operational, and we're working diligently with our factory to complete the manufacturing of these parts. We acknowledge that the initial timeline provided was not met due to unforeseen circumstances. We are in contact with our suppliers to expedite the shipment, and we will keep you updated on the progress or delays. The expected arrival date for your the kit is set for approximately October 16, 2023. We are committed to ensuring that you receive the necessary parts to get your lathe up and running as soon as possible.

  Customer response

  09/17/2023

   
  Complaint: 20587158
  
  I am rejecting this response because: It offers no resolution to the problem.  No one can tell me how long the parts have been on back order or a firm date they will arrive.  My only option is to wait or buy a new lathe.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received an email from Grizzly Tools stating they have tools on sale. I log into my account on their website and shop and I placed my order, #********, on 08/28/2023. I receive an email confirmation and detailed receipt from them for the order. The following day I receive an email from ********************, a Grizzly employee that said we have placed your order on hold because your new price is more than 4 times the original price, and we will not be shipping this order to you unless you pay the new price. Everything I purchased was on sale, it had banners on website stating what is on sale, not just sale banners but also banners that said hurry up and buy this product because it all most gone from stock. Now every time I call their customer service phone number, I either get hung up on immediately, or transferred to a supposed supervisor and then get hung up on. All I want is what I paid for to be shipped to me.

  Business response

  08/31/2023

  First and foremost, we acknowledge that the purchase price included an error that we were unable to honor. It's important to note that upon placing an order on our platform, all customers agree to our terms and conditions, which include the "Darn It" clause. This clause explicitly states our commitment to accuracy in photography, prices, specifications, and copy. However, unforeseen errors or issues beyond our control can sometimes occur, and for those, we extend our sincerest apologies. Please understand that we retain the right to effect changes, rectify errors, and update prices as necessary.  In this instance, the order was never charged and the customer was immediately contacted prior to completing the order. We genuinely regret any inconvenience this pricing discrepancy *** have caused you. Please be assured that we constantly strive to maintain competitive prices while delivering exceptional value. The moment we identified the error, immediate steps were taken to rectify the pricing discrepancy, thereby preventing further inconvenience to our valued customers.
  
  In regards to your communication history with us, we have conducted a thorough review and can confirm, based on recorded calls, that no Grizzly employee deliberately disconnected the call. We genuinely apologize for any confusion that *** have arisen from this situation. It's our ongoing commitment to provide courteous and professional service to each customer, and we deeply regret any impression to the contrary. Your feedback is invaluable to us, and we appreciate your patience as we work to improve our processes and ensure that such incidents are minimized in the future. Should you have any further questions or concerns, please don't hesitate to reach out to our customer service team. We are here to assist you in any way we can.

  Customer response

  08/31/2023

  I forgot to include the email with the new price, so it is attached....

  Customer response

  09/08/2023

  Grizzly Tools is worth $222,500,000 as per last year reported net.

  My order for a dozen sale items was $407, and they refuse to  fulfil it.

  What is wrong with this picture? 

  Customer response

  09/08/2023

  I did respond to the ****** about company response. I told you I do not accept the response from Grizzly Tools as a satisfactory outcome to my issue of not getting any of the items I paid for.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Grizzly.com sent the wrong item. I ordered it on ******, in time to be received by ******, my deadline. They refuse to send the correct item in time to be received by ******; they want their item back first, delaying my item, which I've paid for.I've spent over three hours on this, asked four times to speak to a manager or the ********** ***********************, * two long phone calls and four emails, * but have not heard from anyone.I've assured them that I'll return their item this week, but must have the correct item sent now in order to receive it by ******. They've given me no assurance that I'll get my item on time.This was clearly Grizzly's mistake, not mine. I do not work for Grizzly, and can not drop everything else to return their wrong item today.I've given them the option to ship the correct item so that I'll receive it by ******, or credit my credit card.No response. No acknowledgement of their mistake, their responsibility.I prefer all correspondence via *******************

  Business response

  07/25/2023

  We sincerely apologize for the inconvenience caused by our error in sending you the incorrect item. We understand how frustrating it must have been to receive something different from what you had ordered. We acknowledge that our initial response fell short of your expectations. It is always our priority to provide exceptional customer service to each of our valued customers, and we regret that we did not meet this standard in your case. We understand your desire to speak with a member of our management team, and we apologize for the delay in getting back to you on this matter. Rest assured, we are actively working to address this issue internally and will have a one reach out to you today.  To rectify the situation as swiftly as possible, we have already shipped your replacement item through a guaranteed expected shipping service. In fact, the order was processed and shipped yesterday.  Additionally, we e-mailed this information to you so that you would be made aware of the decision. Our team expedited the process, ensuring the replacement was dispatched after you contacted us yesterday. Moreover, to avoid any recurrence, a Manager personally reviewed the replacement item to ensure its accuracy before it was sent out. According to the tracking information, your order is currently in route, and you can expect its arrival on Thursday, July 27th. We hope this helps alleviate some of the disappointment and frustration you experienced. We extend our deepest apologies and appreciate your understanding. We value your patronage and are committed to ensuring you have a positive experience with us moving forward.

  Customer response

  07/25/2023

   
  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.
  
  Sincerely,
  
  ******************

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a laser engraver in mid feb. from grizzly tools. The machine has only worked about two hours since i got it. grizzly has worked with me up until last week. they want me to send the machine back. the problem is they me want me to build a box to ship it back. I am not able to do that. i am under doctors care. I paid **** for this machine and i have spent hours working on it.

  Business response

  06/28/2022

  This customer is unable to repackage it for the carrier to pick it up per the carriers requirements.  Our warranty policy states that "We do not reimburse for third party repairs, services, or any expenses related to moving machinery to and from carrier vehicles or residences."  This includes expenses for packing up a return and making it ready for the carrier to pick it up.  We also do not provide services or supplies to repackage and move machinery.  This policy is stated in our terms and conditions online and is approved by the customer when they checkout on our website, as this customer did.  However; we are empathetic to this customers return challenges and are reviewing options.  We have not refused to assist with this pick up request.  Once we have completed our research, we will contact this customer with how we can proceed.  We regret that he is finding this return frustrating.  We are actively still providing aide in a resolution to his complaint.  This is outside our normal realm of processes and does require a bit more time than usual to work it out since this customer has refused to follow our normal requirements.  

  Customer response

  06/28/2022

   
  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

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a industrial planer for $3,742.68 on May 21st 2022. I received the planer with a lift gate service on 06/02/2022. The truck driver dropped it off without having me sign anything and there was damage to the crate. After removing the crate from the pallet i noticed very significant damage to the machine. The machine needs to be replaced. I contacted Grizzly International with the concern. I informed them that this was for my business and needs to be replaced immediately. I was then told I would need to submit a request to ********************************* with pictures of the damage. I did this and called back and was told I need to wait at least 48 hours for someone to look over the information. I told them multiple times that this cannot wait and needs to be replaced now. I was spoken to very rudely and even tried to contact a supervisor which whom was supposed to call me back and never did. This is very unacceptable due to the nature of the cost and the impact on my business because of a mistake they made.There is no reason I should have to wait to receive a new item when this obviously wasn't my mistake. Please help me speed this process up, thank you.

  Business response

  06/06/2022

  We appreciate the feedback and regret that your order was received with damage. Rest assured that we have been working with the carrier to get a resolution. While we provide a timeframe of 1-2 business days for a reply, we began reviewing and working on your case right away. For large value shipments we have to follow specific processes with the freight carriers in order to hold them responsible for damages incurred.
  
  Additionally, we understand the impact this can have on individuals and offered an alternative solution to speed the process.  We offered to ship another machine as long as it was secured with a form of payment that would not be charged unless you failed to return the damaged unit within 30 days.  Since you declined this option, we are waiting for the damaged machine to be picked up.  A replacement order has already been set up for shipment as soon as we receive confirmation your return has been picked up.  We are currently communicating with the carrier to make these arrangements and will keep you apprised of updates as they happen. You will be receiving a call from a person in charge within the next business day to discuss this matter further.

*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. ↩