Zoro

This is a third party scam site. They did not have product, Did not return customer service emails. Did not give updates, No refund..

Ordered a pressure switch. It arrived the very next day and was exactly as described. Very pleased and very impressed

They accept orders for items of stock they don't have, then put you off for a month then have to cancel order.

Missing parts. Called & spoke with 2 people. Two different times. Never heard back from them. Stay away!

If you need an ítem within the timeframe of 7-12 days delivery this company promises, and especially if you have deadlines to meet, don't buy from this company.
After 7 days of purchasing a back register for a gas wall heater from Zoro through EBay, I email them to inquire about the delivery status of the item and their customer service desk replied that they were waiting for the item to be delivered to them by the manufacturer.
I wasn't allowed to cancel the purchase, even though the item had not shipped yet, even though they had not even received the item, which at the time I placed the order they claimed they had two of them in stock.
When I placed the order on eBay, they had two on stock, after placing the order, and even now, 7 days later, they advertise to still have one in stock, which evidently they don't, since, as the customer service rep stated, "the item hasn't been shipped by the manufacturer"
I just received a second response in the form of an email from their customer service:
"I have gone ahead and sent an email over to the manufacturer to get this canceled out for you. This process can take up to 7 business days, and once we have confirmation from them, you will receive a separate email confirming this as well."
Well, I guess this cancellation and (hopefully) getting my money reimbursed if contingent on them receiving notice fro the manufacturer that the order has been cancelled.
I plan on buying this item from Grainger to meet my installation deadline, and unfortunately, at some point in the future I may receive an unneeded identical item from Zoro because this company will not accept my cancellation for an item.
I must give them credit for their extremely fast responses via email.
One star review, first and last time I place an order to purchase anything from this company.

I ordered a loft ladder from Zorro on line, by chance I spotted a few bad reviews after purchase so I called TB Davies who manufacture the ladder and spoke to a very help full chap who explained the driver would wait 10 minutes whilst I inspected the ladder and they had a very low percentage of defects, I should have realised its a ladder so the defects should be zero?
Had to wait in all day for delivery as you are only given an 11 hour slot from 7AM to 6PM! You only find this after you have paid?
Box looked battered as if it had been around the world.
I was told to inspect it before the driver left he wouldn't wait.
Opened it to find the ladder was still shrink wrapped but one of the rungs had a big split in it where it was screwed together leaving sharp edge that would stick in to you when using it.
I have called Zorro and and whilst the lady was very helpful she couldn't help me as it has to be passed to some one else?
So I am left with a large box in my hall and a ladder I cant fit and no sign of a collection.
I do realise things can and will go wrong but this defect is a simple one that should have been seen by the person assembling the ladder so they cant have much quality control?
Its a simple matter to collect return and refund so why make it complicated?
After 3 phone calls and two emails assuring me this will be sorted today I get a request for photos which I sent then an email telling me they will be forwarded to the Irrelevant department?
Thanks for your reply
To give some more detail, after numerous promises of a return call I finally got one to tell me the manufacturer is closed until after Christmas. This is a large item that we had no room to store and you gave me no idea or time frame for its collection, I had no option but to take a price reduction and try to repair the ladder my self. I do understand things can go wrong but this could have easily been addressed but you chose not to. You spend a lot of effort Emailing me with offers etc, its a pity this effort isn't used to resolve issues. I no longer feel I can trust you to supply what I purchased, the ladder doesn't even match the one on the webpage, truly disappointed

I have called twice and placed orders with zoro.com(they are affiliated with granger) after doing a google search for the parts that Im looking for this site showed that the parts were available and ready to ship. I called in the first time and was given a speech that the part was from a 3rd party source and would take 2 weeks to deliver. At the time I was ok with that timeline and placed the order. Passed 2 weeks I had to call in and get and update on the order and customer service could barley find my order and had to submit a request to the vender( Broan another warning. Don't use their products they are horrible!) that would take a week to get a response. Really!?! In this day of technology it takes an extra week to get an update only to find out the part is discontinued and my order gets canceled. So I find a substitution for what I need and spoke with a rep that verified that there were at least 2 in stock and that more will be ordered. Guess what? SAME THING, Order canceled and not in stock, not even the ones that were verified in stock. Personally I will never use this service and since it is with Granger Im also boycotting that business in the future for their business practices. These are the orders. SO******* and SO*******

Got wrong part late, 1 hr on phn with 34 min wait, rude combative rep, no class to even comp shipping charges zilch.

Wouldn't have believed a company would be so irresponsible if I hadn't experienced it myself.

I ordered face masks for $48, as well as two $1 items to have a total price of $50 to qualify for free shipping.

At the time, everything was running normally, everything was marked in stock, everything gave a shipping date within a couple of business days. I got my receipt and invoice for the order in my email.

Several days later, I get another email with my sales receipt - with only the $1 items listed on it, and conveniently the most important item, the masks, missing. No notification, no update, no explanation, just "poof", gone.

So I called and emailed them asking what's the deal, how did a product I ordered suddenly disappear from my order, and why didn't anyone tell me. Of course, they just came up with excuse after excuse trying to cover their butts, but none of them held water.

Basically, they are irresponsible and unprofessional in the way they dealt with this. Hiding the fact they cancelled one of my orders. When I called, they said "now it's backordered, we have no idea when/if it'll be sent out, that's up to the manufacturer." Funny thing is, it wasn't on back order when I ordered it, it gave an estimated time of shipping, and I got a receipt and invoice for it. They just changed it all after the fact.

So yeah, don't trust this company, they'll do as they please with your order, make changes without updating you, and quite possibly just not fulfill your order (again, without any explanation). Even if you call, they'll just give you the runaround, somehow it's not their fault, it's someone else's fault. So much for customer service.

When you call Zoro you have wait through
Three ads from other companies
My shipment came May 9th instead of April
25
They had no outer box

I ordered 60w unclear 120v light bulbs. I received 60W clear 130v bulbs. Picture and description of bulb was different than what I received.

I was directed to zoro.com by a price comparison tool I use, and let me preface everything by saying that I ultimately DID NOT purchase anything, but let me tell you why and it may factor into your decision as to whether or not to spend your money there.
I am a Software Engineer, I have been for many years, and I specialize in Enterprise Web Application development (major web applications for large businesses). I began the shopping cart flow and decided to use PayPal to pay as I didn't trust a site I had not used to securely protect my financial data. I was redirected to the PayPal payment interface and noticed that the fields I filled in on zoro.com were passed incorrectly to PayPal. Technically that means they are calling PayPal's API incorrectly, a HUGE red flag. Based on that I decided to cancel my purchase as I can be fairly sure that if they cannot even pass data to the ONLY 3rd party payment portal they offer correctly then I have to question all of their backend systems.
To put this in perspective, I shop at small online stores that are set up with Wordpress and they use PayPal's payment portal, and it's very easy and straightword to pass call PayPal's APIs... calling them incorrectly would not be surprising from a very new web store set up by an individual, but for a corporate entity like Zoro to not even have tests in place to verify they are calling PayPal correctly says a lot about what's going on in the software on the backend.
Sometimes you have to use these kind of indications to make a broader decision about how a company operates.
Hope this helps at least one person make a slightly more informed decision.

Zoro. Doesn't. Care. And here's why.

Posted on behalf of my husband.

I'm writing this as both a customer and as a former customer service representative. The reason I say Zoro doesn't care about customers, even though they claim to be "customer obsessed", is that they've created such a convoluted process for their reps that their reps are constantly in fear of losing their jobs.

I can back up my words. I have receipts. As of this writing, more than 80% of the customer service team is failing their "QA" (quality assurance) metrics.

You see, customer service reps at Zoro have a gigantic checklist they have to go through when you call with a problem. If they miss an item, they get points deducted. There's no way for them to earn points BACK. They can only LOSE points.

So, for example, if you call up with <insert problem here>, and the customer service rep handles your issue flawlessly, and you're thrilled with their service, it doesn't help them keep their job. If they forgot to ask your name? Points off. If they <insert here>…points off. You get the idea.

This means that reps don't have time to care about you as a customer, although they'd love to care. Unfortunately, they're too busy worrying about checking off a list to care if you're actually being helped, because their job doesn't depend on helping you. Their job depends on that checklist.

How do I know this? I worked as a customer service rep for Zoro for 6 years. When I hit my pay threshold, I suddenly became an "underperforming employee" despite never having had issues in the past. I also worked for Zoro's parent company, WW Grainger, for over a decade in a similar role and had nothing but stellar feedback. Funny, isn't it?

Here's a cool fact. One of the last calls they scored me on got a 32%. The customer was satisfied and their problem was resolved, but I put a period in the wrong place, so despite the fact that the customer was happy, the call was deemed a failure. Another interesting fact: Reps take around 500 calls a month but we only get scored on___. Hardly a representative sample.

Zoro doesn't care. Not about me, and certainly not about you. That might just explain why there are so many terrible reviews here about customer service. Don't hate on the CS reps. Hate on the company who makes good customer service impossible and spend your dollars somewhere that cares.

Great price on floor registers. Needed unpopular size and color and they delivered quickly.

T, that Zoro sends people- is a Customer Service stallhe Company Advertises "Hassle Free Paid Shipping Retuns".- Be prepared because they will send you internally generated Zoro return shipping documents- but never ACTUALLY contact Fed X freight or a similar company to ACTUALLY do the pick up, return and refund.
Most BBBS give 7 days for Business to comply and resolve., Knowing this, the internal Zoro Document that LOOKS LIKE, BUT IS NOT, a Fedx freight Confirmation Number or ACTUAL Paid Pick up, apears to be a tricky Customer Service Stall to avoid paying for return shipping and issuing the refund.
Be prepared to file a BBB complaint to get refund action and REJECT Zoro's Customer Service Internal Shipping order. Without a FED X FREIGHT Conf. #, they may be simply waiting for the 7 days to pass by by stalling you, and then having the time run out so the BBB will simply close your case without you being able to "hassle free, paid shipping" return items for a "full refund". DO NOT ORDER FROM ZORO!

Lets just say they did not even respond to my email...

Amazing customer service!Amazing customer service!Amazing customer service!Amazing customer service!