ComplaintsforGrizzly Industrial Inc

• 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.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Grizzly saw for my BF in late January. I called Grizzly and asked if ordering through ** TOOL was acceptable and if they were a respected reseller, since their cost was a little lower. I was told yes since it would still ship from Grizzly so I proceeded. The cost was $1029. Nothing happened after that. They called me to set up a time to deliver but i was never told by anyone that someone had to be home to sign for it. I purchased a Band saw. I made dozens of phone calls to the delivery team that took a month and a half to tell me to call GRizzly which I did and three times I have been told they are filing a form to get a supervisor to look into the issue and get back to me but NOTHING. I tried to change the delivery address but they wanted to charge me a 300 dollar reconsignment fee and at this point it was too late. I asked for a refund and they said i had to pay a 300 return fee and I am disputing that . There have been issue after issue with this company and this is not the respected group I have purchased from so many times in the past and they can't blame the resller since it is GRIZZLY who wont return my calls and waive the return fee of 300 dollars. I plan to dispute with my bank but i Need help getting in touch with them They are alway so nice and helpful on the phone but their follow up is non existent. They have my name and number and originally, before i canceled, i wanted it delivered to my house where someone was home to sign which was less than 15 min from the original location so asking to charge 300 dollars was ridiculous.

  Business response

  03/18/2022

  We have verified this order was not placed directly with Grizzly.  This individual opted to place the order directly through a separate company. We simply shipped the order to the address provided to us by the company they purchased from.  They collected payment and remitted the credit.  We recommend the individual reach out directly to that company regarding any concern as we did not process the payment on this order and the customer has acknowledged the order was not placed through us.

  Customer response

  03/18/2022

   
  Complaint: 16909634
  
  I am rejecting this response because:

   

  thry are not listening. 
  

  heizzly is the one charging 300 to return not the reserve. I have chatted with the reseller and its not him.  I am making the complaint with the correct person 

   

  why not waive the 300?  If you care about your customers and want to hike a long term relationship. This was not my fault but Im getting screwed because you are taking my 300 dollars.  
  
  Sincerely,
  
  **** ***

  Business response

  03/22/2022

  As we noted in our original response, we have verified this order was not placed directly with Grizzly.  This individual opted to place the order directly through a separate *******.  We processed the shipment of the order using the address the customer provided to the ******* they purchased from.  That ******* both collected payment and remitted the credit.  Fees deducted were done so due to costs incurred as a result of the order being canceled after processing.  These fees were documented and approved by the vendor they arranged the purchase through.  We  continue to recommend the individual reach out directly to that ******* regarding any concern with this purchase as the purchase was not made through us.  The customer has continued to acknowledge the purchase was not made with us.  As such, the payment and credit provided was done through the party they purchased from.  We are unable to refund this customer as the payment was collected by the vendor they purchased from. 

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 14, 2021 I ordered over $20K of equipment from Grizzly Industrial. They hired **** freight to deliver my order. The shipper held my order for 3 weeks refusing to deliver. After multiple calls to Grizzly and after multiple canceled deliveries by **** our product arrived. In the deliver there was 1 damaged item. Within 1 day of receipt I reported the damage to Grizzly. They opened up Activity #****** in their systems to manage the damaged unit. It took over 3 weeks for Grizzly to agree to replace the unit. On January 8th I receive an email that a shipper would contact me for pickup and that once the damaged unit was picked up a replacement would be shipped. **** freight was the vendor selected by Grizzly. They left me a voicemail on 1/25. I tried for 2 weeks to reach them back with no success. I contacted Grizzly again and they reach out to their vendor who contacted me again on 2/14 to schedule a pick up on 2/15 at 3pm ET. The shipper never showed to pick up the equipment. I spent 47 min on the phone with Grizzly ***** ******* and not resolution was reached. I have asked multiple times to have my case escalated to a supervisor and I am always told there are no supervisors available. I have asked that my case be reviewed by Grizzly leaders and there have been no response. All the front line employees can do is apologize but nothing has changed. Personally I have had to pay employees for 4 failed deliveries on receipt of the products ordered and now I have paid employees for a failed delivery. My cost to either receive or return this equipment has exceeded the total cost of the unit itself. Over the last 3 months I have spent over 10 hours on calls with Grizzly customer service. As of today, I have paid for a piece of equipment that I have not been able to use for 3 months and if an when a shipper picks up the damaged unit , there will be another month before I receive a replacement.

  Business response

  02/18/2022

  We are disappointed that this customers order arrived damaged on 12/09/21 by the carrier.  He contacted us on 12/14/2021 to report the damage.  We reached out to him a few days later to begin working with him on his case.  The customer lives in a location that is not tractor trailer accessible due to a gravel road, and we are having to reach out to several carriers for a solution.  The original carrier is having troubles making it to him for a pickup.   We are still actively working on this for him.  It is unfortunate that this has taken so long to resolve, and we regret that he is not satisfied with our progress.  He was able to talk with our Freight Supervisor and was informed that we are waiting for quotes from other carriers.  Unprecedented volumes of shipments, short staffing, and weather are causing significant delays in our carriers ability to make their deliveries and pickups in a more timely fashion.  This has also hindered our ability to process his case more expediently.  We sincerely apologize for the length of time and frustration this has caused our customer.  We are working diligently to get him taken care of as quickly as possible.

  Customer response

  02/18/2022

   
  Complaint: 16777639
  
  I am rejecting this response because:     I live on a main rd, Hwy 216 in **************, **.   My shop sits off a 40' wide gravel driveway.     When Grizzly's freight company, **** originally contacted us about delivery they said they would send the equipment on a "PUP" truck which I think is 28ft versus 48ft.       Then they made several appointments and continued to not show up and not call to reschedule.   

  When the equipment was delivered on 12/9 it was delivered on a full size semi and dropped off at the curb.   I then transported it to my shop.       So there is no excuse that they don't have access to get the equipment.   In fact, when **** scheduled the pickup appointment for 2/15 at 3pm, I had loaded the equipment on a pickup truck and had indicated we would have it at the curb ready for them to pick up.      They were a "no show"!     According to **** they choose to reroute their driver to other deliveries.     

  As I have explained to Grizzly, I did not choose the freight company, I have made myself available at least for 6 scheduled appointments with 4 employees on paid standby to move the equipment from  or to the curb so **** could deliver.      **** has not shown for 5 of the 6 appointments.

  Grizzly has offered nothing but excuses regarding the freight company's and yet I sit here now having paid for a piece of equipment 3 months ago and I still don't have use of it.

  They did send me a message earlier today saying another freight company would be reaching out today, 2/18 but as of 3:15 pm I have not received any calls.     The machine is sitting on the back of a truck ready to take to the curb.    It has caused me to cancel 3 jobs which require use of the truck the equipment is sitting how.     This whole experience is costing me labor and job costs.    But no one at Grizzly seems to care.      Yes I did talk to their freight supervisor but all he did was offer excuses regarding **** until I pushed him to contact other carriers.       
  

   

  I will not be satisfied with any response until a senior executive with their company reviews my experience and contacts me with an apology and an acceptable resolution.

   

   

   

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

  Business response

  02/24/2022

  We understand carrier caused issues can be frustrating and have worked with him to resolve this issue.  We have confirmed that this customers order was picked up 3 days ago and are issuing him a refund in full today.  We sincerely apologize that this customer was not satisfied with the support we provided.

  Customer response

  02/28/2022

   
  Complaint: 16777639
  
  I am rejecting this response because Grizzly had agreed to replace the damaged equipment when I talked with them early January.   There only stipulation to sending a replacement unit was that the damaged unit must be picked up by their carrier.      The reason I had issues with the delay in pickup  is because I could not get a new unit shipped until that occurred.   Now you are informing me that Grizzly issued a refund?    Why?     Why did Grizzly not keep to their original agreement to send a replacement unit?

  This is the perfect example of the experience I have had with them from the start.    They say one thing and do something else. They have poor communication and make decisions or changes to their commitments without any discussion with the customers.   

  At this point I will not be satisfied until I received the replacement equipment they promised to send and hear from a top executive like  *********************** insuring me he has reviewed my case and will make changes to their customer service to prevent this issue from occurring again with other customers.   

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

  Business response

  03/02/2022

  We have elected to refund this customer in full.  We will be unable to replace this unit.  The customer has been fully completed.  We can provide a PFD copy of this refund if requested.

  Customer response

  03/04/2022

   
  Complaint: 16777639
  
  I am rejecting this response because Grizzly is not "unable"  to replace the damage unit but rather they are "choosing" not to replace the unit because I filed a complaint with the BBB and I have shared on many calls with them my displeasure with my interaction with their firm.    Even though I have requested multiple times for my service issue to be escalated for review by higher leadership, their customer service teams refuse to raise theses service failures to their leadership.

  While they have refunded me for the damaged unit, they did so after having committed to replacing the damaged unit.     If they had no intention of replacing the damaged unit they should have made that clear with me when I reported the damage in early December.   I have been strung out for 3 months with no equipment, I have spent countless hours trying to get a replacement and then without any discussion with me they decide they are "unable" to replace the unit.     The refund is not sufficient to compensate me for the time loss of the unit since ordered in November ******************************************************************************** picked up.     

  *************************, Grizzly's President really needs to look into this and make significant changes to their customer service procedures.

   

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

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased G0941 Table Saw 03/01/2021.Table Saw arrived weeks later and rusted after light usage. After months of waiting on hold and arguing with "customer service" and battling their shipping, I finally received replacement parts. After spending my entire day off unpacking the plates, swapping out the plates, re-calibrating the table saw and packing up the rusted plates, the replacement plates rusted as well. After arguing with "customer service" yet again and wasting my personal time on hold, they processed the *** again and I wasted another day off swapping the plates, re-calibrating the table and repacking the old plates.The table saw must be soaked in oil in order to keep it from rusting. ******* continues to lie and pretend this isn't a problem and all table saw owners must "maintain" their equipment...Nearly a year later, the two pallets are still sitting in my garage. If the staff isn't hanging up on me after being on hold for an hour or ignoring my emails and pretending they didn't get them, they are lying to me about the situation or are willfully misrepresenting the situation. 27 times I have told Grizzly that there are TWO PALLETS containing a total of SIX PLATES that are return items that Grizzly needs to have picked up. The handful of times that the agent actually answered the phone or replied to my email they lied about creating a BoL for me or they created the wrong BoL or they created a ***** pickup for one plate or a pickup for three plates in separate boxes. Multiple times the agents have lied and claimed that I refused to ship the items out.I also have the G0870. Not only are the products not the quality that they were advertised as, the support is unacceptable and not as advertised. This is fraud. I spent thousands of dollars in good faith and have not received the products that were advertised.I want a full refund for both items.

  Business response

  02/14/2022

  This customer purchased the order in March of 2021.  We received a report about issues concerning rust and immediately sent out replacement parts to correct the defect in May.  After receiving word the replacement parts had an issue as well, we reshipped new parts that were thoroughly inspected prior to shipment.  We did not hear about any further issues with this machine for several months.  We also expected to receive back these defective tables and wings.  Furthermore, we bypassed our policy concerning the shipment of replacement parts in an effort to assist this customer quickly.   We shipped replacement parts before receiving confirmation the defective parts were being returned.  To this date, we have not received either of the defective tables and or the extension wings back.  Receiving the parts back would have allowed us to further inspect the defect to determine what transpired.  We have issued several prepaid return labels in an attempt to receive the items back to avail.  We will reach out to the customer to guide him through the return of his G0941 Planer and the extension wings and tables he still has in his possession.  We will inspect the return and issue a refund accordingly.  We consider this an isolated defect and have not had any reported issues with this machine.  We apologize that he received a machine with ***** parts and that our attempts to send parts have not provided a satisfactory resolution.  The second machine noted has had not reported issues and is outside of both our warranty and return period and will be ineligible for return.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a table saw on 12/24/21. I received a notice on 12/30/21 that my card had been charged and the saw had been shipped. On 1/5/22 I inquied in writing to Grizzly as to why there was no shipping information available . The response was my saw was still at warehouse waiting to be picked up. On 1/6/22 tracking shows the saw was picked up. On 1/7 the freight company called me and schedule an appointment for delivery on 1/13/22. On 1/13 the delivery was not made. On 1/14 the lady at TForce Freight stated the saw was still in Washington state. On 1/14 tracking shows an incident had occurred. On 1/15 tracking shows saw was in ******** **. On 1/17 tracking shows that the saw cannot be found. On 1/20 I received a call from Grizzly about the saw being lost. The Freight Supervisor stated that if I did not have the saw in my possession by 1/24 they would ship me another saw. The saw did not arrive and another saw was not shipped. I then observed on the tracking site that an entry had been made stating they had made an appointment for delivery on the 24. On 1/24 I call Grizzly again and told them that no appointment had been made with me. I spoke with ***** and she stated they would ship a saw on the 25. This did not occur and on 1/26 I wrote an email to Grizzly asking for help. On 2/1 after another missed delivery date and after no response frm Grizzly I wrote another email to them. On 2/3 I received a call from Grizzly. I explained the promises Grizzly made me which she acknowledged was in their system. She stated she had to talk with her supervisor. She called me back stating that there was nothing they could do. Next day I sent an email asking for my money back and received a response that I would be out my shipping fee as well as pay a restocking fee and reverse shipping. Every time I have been on the phone or in emails I have asked to speak to someone who had the power to resolve this issue and have not had one supervisor contact me.

  Business response

  02/10/2022

  We sincerely apologize regarding the delay in shipment for this customer. Our logistics and freight carriers have been under a tremendous amount of pressure for shipping orders.  Our website and freight acknowledgements have been revised to include longer than normal shipping timelines.  This information was available at the time the order was purchased and provided directly on our website.  In this instance, the freight delivery was delayed even further by weather and freight carrier capacity limitations.  We worked with the carrier to delivery the product as quickly as possible.  We regret the amount of time it took to resolve the shipping delay.  We have fully refunded the customer shipping charges. 

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased Table saw 12/15/21 order #W10803168. Was told I would have the saw in **** days. Knowing this was over the holidays and current shipping delays I gave it a while longer. It will soon be a month since shipping and no saw. Multiple calls to customer serv. with no results. They say it is "moving within the system" Both Grizzly and the shipper cannot tell me where it is or an expected date of delivery. The tracking page has "exception" across the front and is no longer updated. This shipped from *********** **. They show another saw is in stock in their store 180 mi. from me. I offered a solution, that saw could be shipped to me as the other appears to be lost. No answers from grizzly other than "its moving within the system. They still have my $1500. and I have nothing. It looks like I am going to have to work with my bank for a charge reversal.

  Business response

  01/13/2022

  The customer order was received and shipped December 15, 2021.  We were notified December 30, 2021 the customer was having delivery issues.  The customer noted he understood this delivery issue was not Grizzlys fault and that the carrier was at fault.  We were informed by the customer that his order was delayed and then lost by the carrier.  We immediately reached out to the carrier to assist in locating the missing machine.  We were notified by the carrier that there was a rail delay.  This delay caused the order to take longer than usual to arrive at the terminal destination.  It is important to note that we do not guarantee delivery time frames for orders delivering via a freight carrier.  We also we do not compensate for carrier caused issues outside of Grizzlys control.  The customer was informed about our freight policy when placing the order.  He was also informed our carriers are experiencing unprecedented short staffing, volumes of loads, and weather-related delays which could increase the shipping timeline.  We have kept the customer informed regarding the delay and updates we have received.  Our records indicate the order is scheduled to be delivered today, January 13, 2022.  We sincerely apologize for the delay receiving this order.

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