Zoro

I ORDERED DROP IN CEILING TILES AND THE METAL FRAME GRID, RECD. SHIPMENT FIRST TIME DESTROYED BY FED EX TRUCKING. REPLACEMENT ORDER SHIPPED BY REDDWAY, SAT IN PHEONIX AZ. ONE WEEK I CALLED AND WAS TOLD WE DO NOT DELIVER TO YOUR AREA! GIVE TO ANOTHER TRUCKING COMPANY, RECD TWO DAYS LATER AGAIN DESTROYED. THANKS ZORO FOR YOUR CUSTOMER SERVICE. I WAS TOLD THEY COULD NOT CONTROL THEIR SHIPPING SERVICE OR THERI PACKERS AT GRAINGER. YOU AND YOUR PEOPLE COST ME OVER $2000. 00 IN LATE FEES BECAUSE YOUR COMPANYCANNOT CONTROL YOUR COMPANY OR YOUR TRUCKING. (YOU AND YOUR MANAGEMENT SUCK) THANKS IN ARIZONA!

I have purchased items from Zoro.com in the past and their prices are great for many of their items. However, it seems as though they sacrifice customer service for their low prices. If it is the customer service representative that was the only issue it may be a problem that the company can fix immediately but management at that company is equally if not worse than the customer service representatives. Which begs the question, how far and deep is this issue within this company? Will I ever be able to get any sort of help in a manner that seems common amongst industry standards?

I. Factual Background and Issue

On January 20,2016 I purchased an item from zoro.com as typically done in the past. The purchasing process is not as user friendly as I would have liked but that is not the issue here.

I received a confirmation email on January 21,2016 that stated that the order has been fulfilled and shipped. I click on the tracking link and I find that a label has been created for shipment.

February 3,2016 I still have not received the item 13 days after they create the shipping label and the following phone call to customer service ensued:

James: Hello, I purchased an item that was ordered on January 20th and fulfilled on January 21st but on the tracking page it claims that only a label has been created and it has not shipped. Could you please look into this matter?

Customer Service Representative: Sure, can I have your order number so I can look into the order?

James: Sure, the order number is SOxxxxxx.

Customer Service Rep: It seems as though the label was created but some issue occurred in the warehouse where either the item was lost or shipment just never occured. We can either send you a replacement or issue you a refund in the total amount of the order.

James: I would like to have a replacement sent out. This item was supposed to be used as an installation for a retirement housing building recreational area for the winter, is there any way you can send this through expedited shipping?

Customer Service Rep: I am sorry this item does not qualify for expedited shipping because of HAZMAT regulations. It will be shipped through regular shipping that will take 3-5 business days and you should receive it on or before 2/10/2016.

James: Ok, I understand. Then can you at least provide me with a discount or credit towards a future purchase for not only prolonging the project, but I am also going to purchase additional items from your website so it will be easy for you to apply the credit/discount over the phone when you create the order.

Customer Service Representative: I would need to talk to my supervisor about this issue, but usually we dont give discounts and we just send out replacements or issue refunds.

(So the customer's potential losses and loss of business credibility does not matter to this company for a blatant mistake that they admitted to)

Customer Service Rep: (comes back on the phone) I talked to my manager and he said that we are unable to provide a discount or credit at this time.

James: So as a customer we are not going to get compensated for the loss of money and credibility due to your company's mistake? May I please talk to the manager so I can explain the situation and rectify it in a manner that is FAIR to both parties?

Customer Service Rep: I am sorry the manager is unable to provide any discounts or credits at this time.

James: I understand you talked to them once, but I feel as though the manager does not know the specificity of the situation.

Customer Service Rep: I am sorry the manager is unavailable at this time. Is there anything else I can help you with?

James: Yes I am very unsatisfied with this situation and I want to be able to talk to someone in management that can fix this issue.

Customer Service Rep: Sorry there are no other managers available at this time.

James: Ok, please tell your manager that this is not the proper way to treat your customers and I am very upset with the way this turned out.

So the company does not value customers at all and their managers hide behind their customer service representatives so that they can refuse to do anything for their mistakes and not have to own up to the customer.

The poor people in the retirement home who are going to suffer for another week or longer because of their mistake are suffering the most. I wonder if this manager's parents or grandparents were in that retirement home they would have treated this situation the same or differently. Perhaps if I even had a chance to talk to the manager this may have turned out differently.

Please avoid this company at all costs. I wonder what this company's business values are and what their moral values are to do and say what they did.

Their web site took my order, they charged my card, then cancelled/refunded my order/money because I "apparently" clicked "export" somewhere on their web site. I denied doing it, but conceded that I might have, inadvertently, so I asked why their web site didn't ask me where to "export" my order to (after supposedly clicking export) as my "shipping address" clearly shows a US address. They repeatedly, via several e-mails, blamed the order being cancelled on me clicking "export." Really? I'm the problem, not your stupid web site?