Zoro
reviews and complaints

So, I went to Zoro's website and saw that they had the stocks I needed. I placed an order and called them on the 7th of August to check on the status of my order. The person on the phone told me that I would receive my order by Wednesday lunchtime. However, Wednesday came and went, and I still didn't receive anything. I called them again, and this time, they told me that my order had not been dispatched yet. I was frustrated and annoyed that I had to call them again to find out what was going on.

On the 13th of August, I called them again and spoke to a woman named Helen. I left my number with her, but she didn't call me back. I called them again at 4 pm, and this time, I was told that the stock they received earlier in the week only covered some of the back orders, so I wouldn't receive my order for a while. I was angry that I had been waiting all day for a call back, and no one had bothered to call me.

What made me even angrier was that the person I spoke to last week could have done the math and realized that they didn't have enough stock to fulfill my order. I won't be using this company again because they lied to me about receiving the goods. I asked the person I spoke to how they would feel if they were told something was coming, and it didn't arrive. They agreed that they would feel let down and angry.

I waited for a manager to call me back, and eventually, someone did. They clarified that the person who originally spoke to me had lied to me and that no one had done the sums to see that there wasn't enough stock to fulfill my order. Helen had also lied to me when she said that the goods were never received and that no one received their order. I was angry and let down, and I told the manager that they would feel the same way if they were in my shoes.

Unfortunately, they made no effort to compensate me for the inconvenience or deception. I canceled my order in the end because there was nothing else they could do. I would not recommend buying from this company as they employ liars who mislead their customers.

I recently bought a loft ladder from Zoro and unfortunately, my experience was not great. After making the purchase, I stumbled upon some negative reviews about the company. This made me a bit nervous, but I decided to give them the benefit of the doubt. However, my worries were not unfounded.

Firstly, the delivery process was a nightmare. I had to wait in all day for the delivery as they only gave me an 11-hour window from 7AM to 6PM. This was not made clear to me before I made the purchase. When the package finally arrived, the box looked like it had been through a warzone. I was told to inspect the ladder before the driver left, but he wouldn't wait for me to do so.

When I opened the box, I found that the ladder was still shrink-wrapped, but one of the rungs had a big split in it where it was screwed together. This left a sharp edge that could easily injure someone using the ladder. I immediately called Zoro and spoke to a helpful lady, but she couldn't help me as it had to be passed on to someone else.

I was left with a large box in my hallway and a ladder that I couldn't use. I tried to get it collected and refunded, but it was a complicated process. After three phone calls and two emails, I was asked to send photos of the defect. Then, I was told that they would be forwarded to the "Irrelevant department." This was not helpful at all.

To make matters worse, when I finally got through to someone, I was told that the manufacturer was closed until after Christmas. This was a large item that I had no room to store, and Zoro 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 myself.

I understand that things can go wrong, but this was a simple defect that should have been caught during quality control. Zoro made the process of returning and refunding the ladder unnecessarily complicated. They spent a lot of effort emailing me with offers, but they didn't put in the same effort to resolve my issue.

Overall, I am truly disappointed with my experience with Zoro. I no longer feel that I can trust them to supply what I purchased. To make matters worse, the ladder didn't even match the one on their website. I would not recommend this company to anyone.

Zoro is a company that claims to be "customer obsessed", but my experience as a former customer service representative and a customer myself tells a different story. The company has created a convoluted process for their reps that puts them in constant fear of losing their jobs. This fear is not unfounded, as more than 80% of the customer service team is failing their "QA" (quality assurance) metrics.

The problem lies in the gigantic checklist that customer service reps have to go through when a customer calls with a problem. If they miss an item on the list, they get points deducted, and there's no way for them to earn points back. They can only lose points. This means that reps don't have time to care about the customer, even though they'd love to. They're too busy worrying about checking off a list to care if the customer is actually being helped.

I know this because 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. It's funny how things change when money is involved.

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. Reps take around 500 calls a month but we only get scored on a handful. Hardly a representative sample.

Zoro doesn't care about their customers, and it shows in the terrible reviews about their customer service. Don't hate on the CS reps, hate on the company who makes good customer service impossible. Spend your dollars somewhere that cares about their customers.

I was on the hunt for a gas powered pressure washer and did my research to find the best option. Amazon seemed like the obvious choice, but unfortunately, they didn't have it in stock. I was about to give up and settle for Amazon when my Capital One shopping bot suggested Zoro.com. I was hesitant at first because I had never heard of them before, but the promise of a better price and a rebate through Capital One was too good to pass up.

When I landed on the Zoro website, I was pleasantly surprised. It wasn't flashy, but it had a lot of products and was easy to navigate. However, it did feel like it was geared more towards industrial companies, like Grainger's customers. I found the product I was looking for, but there was no picture. It wasn't a big deal, though, because the price was as advertised by Capital One, and the product was drop-shipping from the manufacturer with a guaranteed shipping day of one business day. I placed my order on 6/6/22, and I received a confirmation email shortly after with all the information from the product page.

However, after five days, I still hadn't received any updates on my order, and the charge was still pending on my credit card. I decided to call customer service, and they were just as confused as I was. They claimed to contact the vendor and confirmed a delivery date five days later, but still, nothing arrived. On 6/16/22, I called again, and they claimed the product should have shipped, but they had no back order notice. I was frustrated and decided to cancel my order. Customer service didn't offer any compensation, but they did say they understood my frustration.

I ended up going back to Amazon on 6/16/22 and ordered the product. It was delivered on 6/21, and I was relieved. Zoro had said it would take seven days for the charge to release from my credit card, which was unacceptable. I called my credit card company, and they removed the charge. Zoro never communicated any changes to delivery as required and never helped me get the product they sold me. I wouldn't use them again, and I'm grateful for virtual credit card numbers for online purchases. If they can't get purchase orders to their vendors and communicate their supply chain results to customers, I can't imagine their cybersecurity is great. I won't be trying them again, regardless of the price. Your word to me means a lot, and execution means more. Zoro.com missed the mark on both.

I'm a big fan of building model cars and since I retired a few years ago, I've been on the lookout for a reliable source for paint supplies. That's when I received a flyer in the mail from Zoro and decided to give them a try. Their prices looked great and they promised a shipping time of just 3 days, so I thought everything was perfect.

I placed my initial order for one can of paint, but somehow it turned into two cans and I was charged for both. I contacted the company and asked for an adjustment to my order, but both orders were cancelled. I tried again and this time I succeeded in ordering just one can of paint, paying for it with PayPal just like the first time. However, my order was still pending the next day, so I contacted them again. They told me that using PayPal probably led to the order being "pending" and suggested I try a different payment option. I should have stopped there and gone elsewhere, but I was foolish and made a third order, this time using my credit card. However, my order was still "pending" after two days, even though they advertise "3 day shipping". I contacted them again and was told that they were experiencing difficulties with their website, especially with payments, and that I should just call in my order.

So I did just that, but I had trouble with their Digital Card Reader, which wouldn't accept my card number, saying it was invalid. I tried again a few minutes later and finally got through. The customer service representative told me my order was in and that I should be getting a confirmation email in a few minutes. However, I waited and waited and still no email arrived.

The next day, I checked the website and saw that my latest order (which I had phoned in) was still "pending". I contacted them again and got things straightened out, but then I was told that my order wouldn't be ready for shipment for about a week. I asked about the 3 day shipping they advertise on their website and was told that it was a third party that was actually handling the order and that it would be up to them when they shipped the item.

To cut a long story short, Zoro doesn't accept payment through PayPal, even though they list it as a payment option. Their website is broken and they are in the process of fixing it, especially the payment part. When ordering by phone, their own Digital Card Reader sometimes accepts your legit card number, but sometimes it doesn't. The 3 day shipping only applies to items they personally handle, but most of the time your item will come from a third party that will take their time in filling your order.

It took me four tries, about two dozen emails, and three phone calls before my item was actually shipped, and it took over a week to get there. I will never deal with this very poorly run company again, especially since they urge their employees to flat out lie to the customer.

I gotta say, I've used Zoro.com before and their prices are pretty sweet. But, I gotta be honest, their customer service leaves a lot to be desired. I mean, if it was just one customer service rep, that's one thing. But it seems like the whole company is just not interested in helping out their customers. And that's a real shame.

Let me tell you about my experience. I ordered something from them on January 20, 2016. Got a confirmation email the next day saying it had been shipped. But when I clicked on the tracking link, all I saw was that a label had been created. And then...nothing. I waited and waited, but the item never arrived.

So I called up customer service on February 3, 2016. I explained the situation and asked if they could look into it. The rep was nice enough, but all they could tell me was that there had been some issue in the warehouse and the item had either been lost or never shipped. They offered to send a replacement or issue a refund. I opted for the replacement, but asked if they could expedite the shipping since I needed it for a retirement home recreational area. Unfortunately, they said they couldn't because of HAZMAT regulations.

So then I asked if they could at least give me a discount or credit towards a future purchase since this mistake was causing me to lose money and credibility. I was planning on buying more stuff from them anyway, so it would be easy to apply the credit/discount over the phone. But the rep said they needed to talk to their supervisor about it. When they came back on the phone, they said they couldn't offer any discount or credit.

I was pretty upset at this point. I mean, they admitted to making a mistake and causing me to lose money and credibility, but they weren't willing to do anything to make it right. I asked to speak to a manager, but the rep said they were unavailable. I asked again, but got the same answer. I even asked if the manager would treat the situation differently if it was their own family in the retirement home, but the rep just repeated that the manager was unavailable.

It's really disappointing to see a company treat their customers like this. I mean, I get that mistakes happen, but you gotta own up to them and make it right. And it's not just me that's affected by this. The poor people in the retirement home are suffering because of their mistake. It makes me wonder what kind of values this company has. Are they just in it for the money? Do they care about their customers at all?

Honestly, I'd say avoid this company if you can. Sure, their prices are good, but is it worth the risk of dealing with their terrible customer service? I don't think so.