Zoro

All the negative reviews gave me pause, but I decided to order a toilet from Zoro anyway because it was over $100 less than Amazon. After I placed the order, I was offered a 20% discount on my next order. I needed a second toilet, but I hesitated in case something went wrong with the first order. I emailed Zoro to see about its return policy and received an immediate reply that if I wasn't completely satisfied I could return it and they'd cover shipping. My confidence in the company increased when I learned it worked with a local, respected plumbing supply company. Then I read that it had achieved a billion dollars in sales, so it obviously wasn't a scam outfit. The toilet arrived earlier than expected in perfect condition. So I ordered the second discounted toilet, which arrived even quicker. I then purchased a plumbing tool, which didn't work out, and returned it (shipping prepaid) with no questions asked. I won't hesitate to buy from Zoro again!

After consulting with customer service, I ordered a case of GE Silicone Sealant mid afternoon on Friday, 06/09 and received it mid morning the next day, Saturday, 06/10.20 hours from order to receipt. Can't do much better than that!

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

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 , 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 …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.

I ordered a heavy duty bag strap which should thick clasps, and all metal hardware. I got the strap with completely different shaped and thin plastic hardware. I called customer service to make the return, and they told me they only use stock images and work as a Distributor. Ok, so why isn't someone double checking for updates on inventory? I just had my time wasted buying something I guess they don't have anymore.

I ordered two boxes of Dupont faucet filters and they arrived the next day! I was a little hesitant to try Zoro, especially with some bad reviews, but the product is exactly as described and arrived much more quickly than I anticipated. Would order from them again.

I wish I had found these reviews before I ordered. I purchased a greenworks battery, listed as "new". I thought I'd throw some support to a competitor to amazon as well as save a few bucks in the process.

Received an open-box battery. Uhhh? Contacted them, they apologized and sent out a new one. Received the second battery. Same deal. Scratching my head, why are they sending out used batteries?

Contacted them again, they apologized, send out another replacement. USED! AGAIN! WTF?!?!?

Are these guys for real? Ok, now I've had it with them. They offer a refund, 7-10 business days to process. Business day #11 hits, no refund. I contact them again. "Sorry blah blah blah, expect your refund in 7-10 business days".

Hahah, nope. Filed a paypal dispute. How does a company like this continue to stay in business?

Stay away, you have been warned. Countless hours of my time wasted all to save $30 and help another company out. Lesson learned, only buy from amazon. So f'ing sad, I really want more options than amazon...

I ordered a backflow valve on line with there 20% coupon. All went well and order was accepted. I used my PayPal account to pay. Two hours later I received an email with an updated invoice alnong with an updated email from Paypal with a price change. Upon calling Zoro they told me they could not honor the 20%. No phone call or any communication of any kind, just a "here you go, up your butt" price change! Never again.

They canceled my order after I sent. But the item is still on the site. This is clearly some kind of scam. Stay far away from this company.

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 do laptop repairs and use a lot of mini screwdrivers and mid size screwdrivers. They advertise German brand products but none of them are in stock so they use the brand names and images as bate to bring shoppers to the site and sell them garbage.

The tips of all of cheap screwdrivers chip and strip very easy and renders the tool useless.
I bought "Hilti" German brand screw driver set 20 years ago from Germany for 175 Euros when I was stationed as military there and they are still rocking, never go wrong with good brand.

I am willing to pay the price for the deserved quality product but they are not at the Zoro site that is for sure.

The makers of Listerine discontinued the fresh citrus ultraclean mouthwash that I've come to enjoy daily because it tastes delicious and doesn't stain my mouth blue! I searched everywhere for new old stock and found ridiculous offerings for $60+ a bottle from online gougers. On Zoro I found a bulk case of 6 bottles for around $10 per bottle. I ordered two cases and anxiously waited thinking maybe the order would be canceled or something due to no stock available. Well, much to my delight the product shipped and I got tracking info. It arrived to my home with two cases packed in a larger single box and nicely cushioned with filler. Great packing and no damage! I couldn't be happier. The product expiration date was right on same month as I ordered it, but I expected this because the manufacturer discontinued it a while ago. It's mouthwash anyway, perfectly clear, not cloudy and will be fine for me to use until I run out forever. Perhaps my experience with Zoro was particularly good, I don't know. But after seeing so many bad reviews I feel obligated to share my good experience.

I have placed 2 orders months apart and both were cancelled and never delivered. Not sure what this outfit actually is but it is very undependable. Never again.

I have used them before, but to get the best prices you have to be willing to wait a month or two to get your items. They won't Tell you their backorder unless you ask. When you call they say "If it on the website we have it in stock." They'll even send you a FedEx tracking number, but it says still waiting for the order from shipper for like 3-6 weeks. If you order something really obscure that no one else would ever order you might get it in a week. If your ordering a popular item, just be prepared to wait.

The first time I ordered from Zoro I was amazed at how easy it was to order a named brand product at 20% off! Since I use this product frequently I ordered 3. Two days later I had not heard that the product had shipped so I called CS, they were very attentive on the phone and stated they would contact the supplier. I called again the next day and again they were very helpful but stated they hadn't heard from the supplier. Here it is 7 days after I placed the order and now the order has been canceled with a reasoning that the product line has been discontinued. This is BS since the product can still be purchased at full price.

Despite delivery problems with a prior order I gave zoro a second chance. When I ordered they lied that the product was "in stock". After they cancelled the order the website STILL SHOWED THE ITEM IN STOCK. I have been a Grainger customer for decades and for a few bucks more will now forget Zoro and you should too.

Zoro has very poor quality assurance. They do not care about their customer satisfaction, nor are they concerned about providing a quality product. I bought a heater from them and it showed up on my front doorstep demolished twice. I tried to work with them, but they have such a poor business model that they are willing to pay $160 in shipping instead of just letting me keep the broken equipment which was cosmetic in nature and giving me a discount. No thought or regard for the customer.