Zoro, Inc

Complaint: ***
I am rejecting this response because: Zoro was contracted to deliver a tool at a set time and and had a promise of what date it will ship. It was their lack of communication with the manufacture that cause the delay. They didn't inform me of a delay until I waited the entire time period for it to ship and that was only after I contacted them for not receiving the item. Then they expected me to wait another month for the same to happen. They would not give any when it would ship like the first time. I decided not to be fooled again.
Sincerely,
Ray ***

To whom it may concern:We have further reviewed the complaint filed by John *** for *** and have confirmed that the original order amount of $was refunded by Zoro via his PayPal account and can be referenced with transaction id ***This transaction id provides Zoro with the confirmation that the refund has processed successfully via the PayPal account. We apologize that this experience has been frustrating and resulted in many inconveniences for our customer. In reviewing the notes from UPS, Zoro’s standard carrier, we are seeing where they have noted that the item was refused twice upon their efforts for delivery. We are unsure of what took place during their efforts to deliver and have passed this feedback onto our Transportation team to review and better the delivery experience for future servicesZoro strives to provide the best quality service to each and every customer, and takes all feedback seriously to continue to provide our customers with the best Zoro experienceWe will be offering a $coupon code for John *** to utilize towards a one-time purchase on Zoro.com. This coupon code will include free shipping and will require that the order not be for over $100.00. This coupon code is a one-time use only and any remaining balance will not carry over for a second purchase. For future orders, we do want to stress that UPS is our standard carrier and we cannot guarantee a different carrier to deliver the customer’s order. For future orders, it is possible to ship to a different location to ensure appropriate deliveryThe one time coupon code will expire on March 1st, at midnight and the code to use is HBCSP. We would like to thank the customer for bringing this issue to our attention. Input from our customers helps us to improve our service and standards as a company and we take all customer correspondence very seriously.Thank you for your time and please feel free to reach out to us again if there are further questions or concerns.Sincerely,The Zoro Team

Hello Ray,Thank you for contacting Zoro.We sincerely apologize for the inconvenience this caused youUnfortunately, the fuel injection service kit ordered is not stocked by Zoro and we rely on the manufacturer to provide us accurate lead timesWe understand the alternate provided will not
work for your application and we apologize that we could not get this product from the supplier soonerWe hope you think of Zoro for future product needs and we will do everything we can to help you find, buy and get the item you needIf you have any additional questions, please feel free to contact Customer Service at 855-289-Monday-Friday 6am-9pm and Saturday 7am-5pm. Thank you, Zoro Customer Service

Initial Business Response /* (1000, 5, 2014/11/11) */
To whom it may concern,
This message is in response to Revdex.com case #XXXXXX30, filed on 11/07/
I apologize for the delay in the processing of your refundI have verified that a cash refund request was process on 10/30/for the full
amount of the order (including shipping)It does appear as though there was a breakdown in communication with our accounting department, as only the cost of the items was refundedI have personally contacted our accounting team and cash refund #XXXwas successfully processed today, 11/10/2014, for the disputed shipping amount ($16.17)Depending on your individual bank's process, you should see the credit applied to your account within 7-business days
If you do not see your refund in that timeframe, we are more than happy to work with you and your bank to provide the necessary information we have on file so that your bank can credit your account properly
Again I apologize for the delay on processing this refund and I thank you for allowing us the opportunity to resolve this matter
Sincerely,
Zoro Customer Service
NOTE FROM THE Revdex.com:
Please hold off on your response until you have confirmed the credit with your bankPlease advise us in any event of the status of the credit
*** ***
Assistant Manager-Home Services
Revdex.com-Chicago & Northern Illinois

Good Morning Ryan, We sincerely apologize for the shipping errors and delay in receiving your friend's birthday gift on original order *** and replacement order ***As requested, I have submitted a full refund to your original form of payment in the amount of $which takes
approximately 7-business days to process depending on your financial institutionFor your reference, you will have two credit memos for your refund, one in the amount of $37.65, credit memo *** and one in the amount of $5.00, credit memo *** We have also processed a replacement order, ***, shipping to *** *** *** *** ***, CA and will watch the shipment progress closely to ensure it reaches you properlyAs soon as we have tracking information, we will send it to you so you know when to expect deliveryPlease reach out if you have additional questions or concerns and thank you for allowing us to correct the issueWe hope you'll give Zoro another try in the futureThank you, Brittany Zoro Customer Service *** Tell us why here

To Whom It May Concern: Thank you for your feedback regarding order *** Zoro takes all feedback from our customers seriouslyWe were able to verify that your purchase on *** did experience some issues with the shipping carrier and the item was returned to our warehouse.
This is by no means a process and we do apologize for the inconvenience. On 02/03/we did process no charge replacement order *** which was shipped on 02/04/and delivered to Philadelphia, PA address on 02/08/and was signed for by *** In addition to this no charge replacement, we have authorized a $credit to the credit card that was used on the original order. Please allow 7-business days for this transaction to fully processAgain we apologize for the inconvenience this issue has caused you. We also apologize for any poor customer service you experienced. Zoro prides itself on providing its customers with the best service possible. We will be using your feedback for future training/coaching purposesIf there are any questions or concerns regarding this order or any future orders, please do not hesitate to reach out to usThank you, Zoro Customer Service

A refund is the absolute base level of a legal transaction (e.gI paid for the item, while your subcontractor, UPS, screwed up and lied royally to cover their *** and then hired the same slackers (UPS) to NOT pick up the package I ordered (twice) and Zoro did not check on the state of the package or change the delivery vendor How is it appropriate for me to have waited full months for delivery while you had my money, denied culpability, while sitting on a sum that is trivial to you and less trivial to me instead of it being in my bank account until you could complete your transaction (i.enot screw up in the first place by hiring UPS and their notoriously bad service; are you on drugs?), and further you had the hubris to deny any negative association with UPS's chronic ineptitude without delivering your wares, effectively violating a contract When contacted you were rude on Facebook, and negligent in ensuring that customer service was provided A week after a refund was requested, none was remanded I gave you 2:to put my money back in my account, a simple thing as it takes seconds to take it out You *** that up, too Now, you give me some *** glossing over as to the whole debacle that simply doesn't cut the mustard, you *** You want to compensate me for my time, effort, inconvenience, and lousy customer service starting with you? How about $1,in Zoro credit and free shipping by USPS? My time is worth at least that much money as I am a scientist, not some cubical dweller While a grand? Simple: I mentioned to the initial rude *** that I am finishing my dissertation, and now I am behind on a tight schedule to graduate BECAUSE OF YOU Your lack of trying to offer any kind of compensation in good will shows how much of a *** company you happen to be as that is customer service 101, Lesson 1: the customer is always right, and work with them to ensure they are happy Getting back what is legally mine as you nullified the contract enacted through ebay does not make me happy Do the right thing; make me want to shop at Zoro again, or do the wrong thing and make me emphatically share my experiences in vendor recommendation sites I leave it to you to make the choice that best indicates your personality and constitution
Complaint:
I am debating this response because:
Sincerely,
John ***

We have processed a replacement order shipping directly to the customer per his request. We will send tracking information as soon as it is available.Brittany [redacted] Customer Service Supervisorp: 855.BUY.ZORO (855.289.9676) | f: 855.FAX.ZORO...

(855.329.9676)brittany.[redacted]@zoro.com | www.zoro.com

Dear Oscar, Thank you for contacting Zoro.We sincerely apologize for the inconvenience experienced with your refund. Our records indicate the order SO6134896 being placed for quantity two of item G5259493 on 1/25/17 and return authorization RA244111 being processed on 2/6/17. We verified...

with our Accounting department today that the refund of $42.07 has been processed on credit memo 141228 and you should have received an email indicating the funds being returned to the original form of payment. Everything is complete on Zoro's end in regards to the refund but if you experience any further issues, please do not hesitate to contact us. Again, we sincerely apologize for the delay and hope to do business with you again in the future. Thank you,Brittany [redacted]Zoro Customer Service Supervisor

To Whom It May Concern: All of us at Zoro would like to thank you for your feedback about Zoro.com. According to the Shipping Policy Exceptions listed on our website, Zoro only accepts order for shipments within the continental US, Alaska, and Hawaii.  Orders to international destinations will...

not be processed.  This includes any orders that may be intended for international destinations as the final user. For any shipments within Canada, customers may place the order through zorocanada.com.  All orders placed on this website are imported from the US and the customer is responsible for any applicable custom duties, taxes, and import fees upon delivery of the items purchased.  These amounts are not currently included in the total amount presented at checkout.  While zorocanada.com does cater to our Canadian customers, it does remain an US website.  Zoro currently holds no physical presence within Canada. Also, for any federal customers, Zoro products are not offered through a GSA scheduled contract. Based on the criteria listed above, Zoro would not process an order that was intended for an end destination outside the continental US, Alaska, and Hawaii.  This would include end destinations comprising of all foreign US embassies, US military bases, and US territories at this time. Again, thank you so much for your feedback.  If there are any questions or concerns, please feel free to reach out to us again.

Initial Business Response /* (1000, 5, 2015/06/15) */
To Whom It May Concern:

We have investigated the issue and do acknowledge that the customer placed order SO254XXXX on 5/13/15. We also see that an email request for a return was received from the customer on 5/18/15 and Return Authorization...

#96XXX was created the same day. The customer was informed that we did not require the item to be returned and a request for a refund was promptly sent to our accounting offices.
However, we do see that there has been a breakdown in communication after that point and the refund was never processed. We do sincerely apologize for the inconvenience and our accounting office has since issued Refund #652XX on 6/15/15. The transaction should clear into the customer's account within 7-10 business days.
Again we apologize for the inconvenience and if there are any further concerns regarding this refund, please feel free to contact our customer service at XXX-XXX-XXXX or email us at [redacted]@zoro.com.
Sincerely,
Zoro Customer Service

To Whom It May Concern: Thank you for contacting Zoro regarding this issue.  We appreciate the feedback and will do our best to assist in the manner. We have reviewed the complaint and our records and we do show that Mr. [redacted] did make a purchase with us on 9/22/15.  We also see that a...

return request was made by the customer via email on 10/4/15 for a refund due to the item being damaged.  In accordance with our return policy or agent created return authorization #123387 and also sent UPS label #[redacted] to the customer’s email (t[redacted][email protected]) for the item to be returned.  As of 1/26/16, the UPS label has not been used and no item has been returned to our Buffalo Grove, IL location. We also reviewed the correspondence that Mr. [redacted] had with us directly.  In his most recent correspondence, Mr. [redacted] provided us with proof of delivery via USPS #[redacted].  This is not a valid POD for several reasons:  1) Zoro does not utilize USPS for return shipments, so this was not issued to the customer by Zoro, 2) The packaged was delivered to a location in San Antonio, TX where Zoro does not currently have a physical presence, 3) The total shipment of USPS #[redacted] takes place between 9/21/15 and 9/30/15, which is actually before the original purchase date of the item on 9/22/15.  It is due to these 3 criteria that we have denied a refund to the customer at this time.  We have agreed to refund the customer once the item is returned to us in our Buffalo Grove location, which is possible by using the UPS label we have provided. Once again, thank you for contacting us and please let us know if we can be of any further assistance.

Initial Business Response /* (1000, 7, 2015/09/24) */
To Whom It May Concern:
We have reviewed the complaint file by the customer from order SOXXXXXXX and have verified that the credit card ending in [redacted] was not charged for this order by Zoro. As a part of our fraud security protocol our system...

uses multiple criteria to verify credit cards used on our website. Order SOXXXXXXX was place via our website by the customer on August 25th, 2015 at 5:01pm CT. When the order was submitted through our system the credit card received a verification rejection. The CSC code/Expiration date combo was found to be incorrect. When this occurs the system automatically takes the following measures:
1. The order is cancelled immediately.
2. Once the order is cancelled, an order cancellation email is sent to the customer via the email address on file.
3. The credit card is not charged, however the initial hold for funds that is created while verifying the credit card may remain on the account for 7-10 business days before dropping off automatically.
It is possible that the "charge" seen on the credit card account is the initial hold for funds. This pending transaction should release within 7-10 business days. Also, as a part of our security protocol, Zoro does not distribute, sell, or disseminate customer information to any entities.
We would like to thank the customer for bringing this issue to our attention. Input from our customers helps us to improve our service and standards as a company and we take all customer correspondence very seriously.
Thank you for your time and please feel free to reach out to us again if there are further questions or concerns.
Sincerely,
The Zoro Team

Initial Business Response /* (1000, 5, 2015/04/10) */
In response to complaint # XXXXXXXX we have examined our records and have verified the following:
Our customer did call our customer service line on 4/8/15 and placed an order over the phone with one our customer service agent. At the time...

of purchase, the item [redacted] was not in stock in any of our warehouses and our agent informed him that the estimated wait time for back ordered items is usually 10 business days. Typically most of our supplier can deliver back-ordered items within this time frame.
After the order was placed, an inquiry was sent to the manufacturer for an updated lead time and we were informed that this item would not be available until at least 5/6/15. An email, containing this updated information, was sent to our customer the same day, 4/8/15. The customer then called our customer service line twice the next day, 4/9/15, to verify the updated lead time. The call was escalated to a Team Lead, who verified the information and offered alternative items as an option. At the request of the customer, the order was cancelled in our system.
With regard to charging the customer's credit card, when orders are placed, an authorization/hold is placed on the buyer's credit card. Credit cards are not charged until items actually ship. No funds were ever processed and the customer was alerted that this authorization should be reversed by the customer's bank within the next 7-10 business days.
Zoro makes every effort to provide up to date inventory and ship date information. It is not our practice, nor has it ever been, to mislead our customers. We strive to provide proper communication when initial delivery dates cannot be met and offer customers alternative to fulfill the order.
Please not that Zoro takes feedback such as this very seriously and finds it to be a valuable tool to help us improve our service to our customers. Thank you so much for the feedback and if there are any further questions or concerns, please feel free to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As Zoro mentioned, they cancelled my purchase but now I am with out the money and with out the product that I purchase until the bank release my funds. I could of buy the same item at another company with better reputation for few dollars more and I could of have my tool in a couple of days! Is it fear that I am forced to wait for the next 7-10 business days until my funds are release even if I didn't get their product?? If they would of told me that the item was not available until a month or a month and a week later, I would never ordered it on the first place!
I believe this is their strategy to bring customers to their website. Good brand item for a great price and as soon as you purchase the item the product is not available until a month or so but they will offer regular prices, no good deals any more, for items that they have in stock! What a great way to do business!
If they care about these problems and their customers as they say, It will be fear if they offer me a similar bran product or better for the same price. I would appreciate if Zoro ships it in the next 7-10 business days.
Thank you in advance.
Final Business Response /* (4000, 9, 2015/04/15) */
Our customer did call our customer service line on 4/8/15 and placed an order over the phone with one our customer service agent. At the time of purchase, the item [redacted] was not in stock in any of our warehouses and our agent informed him that the estimated wait time for back ordered items is usually 10 business days. Typically most of our supplier can deliver back-ordered items within this time frame.
After the order was placed, an inquiry was sent to the manufacturer for an updated lead time and we were informed that this item would not be available until at least 5/6/15. An email, containing this updated information, was sent to our customer the same day, 4/8/15. The customer then called our customer service line twice the next day, 4/9/15, to verify the updated lead time. The call was escalated to a Team Lead, who verified the information and offered alternative items as an option. At the request of the customer, the order was cancelled in our system.
With regard to charging the customer's credit card, when orders are placed, an authorization/hold is placed on the buyer's credit card. Credit cards are not charged until items actually ship. No funds were ever processed and the customer was alerted that this authorization should be reversed by the customer's bank within the next 7-10 business days.
Zoro makes every effort to provide up to date inventory and ship date information. It is not our practice, nor has it ever been, to mislead our customers. We strive to provide proper communication when initial delivery dates cannot be met and offer customers alternative to fulfill the order.
Please not that Zoro takes feedback such as this very seriously and finds it to be a valuable tool to help us improve our service to our customers. Thank you so much for the feedback and if there are any further questions or concerns, please feel free to contact us.
Final Consumer Response /* (4200, 11, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Don't buy from this site when you can buy from more serious sites that don't lie to get your business.
I purchased an item, good brand, for a good price. As soon as I ordered it the sells person advised me that it will take 10 for me to received it. I told her I had no problem wattling 10 days. An hr later I received a e-mail saying that my product was not going to be available until a month later and as soon as zoro will receive it they will ship it. From what I heard they will sell you products that they don't have but to compensate they will offer you to buy a more expensive product witch "they do have in stuck"! Their excuse is that the manufacture never tells them if they have the product available?? So if you call to buy a tape measure they call the manufacture to purchase it and sell it to you!?? If the manufacture does't have it they have to wait until the manufacture makes them and than they ship it to you! Really!??? Trust me, buy from a more serious site and save on head aches and frustration.

Complaint: [redacted]
I am rejecting this response because:no one wants to take responsiblity..all this responce does is hold my money for return I am still waiting with no call from either I had to finally call back and ask for shipping label to get my money back.they are not customer friendly...

as they say..im still waiting on there mistake 10 percent off is a joke..they still have my money...
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/03/10) */
In response to Revdex.com case # XXXXXXXX, we have reviewed our records and have found that Mr. [redacted] did call our customer service help line on 2/27/15 and requested a return for an incorrect item from his order SO19XXXXX. We subsequently created...

return authorization #8XXXX and told the customer that the item did not need to be returned. We then forwarded the necessary information to our accounting department for the refund. Refund # 5XXXX was processed on 3/2/15 and the amount of $18.77 was credited to the Master Card used on the order and an email confirmation was sent to the customer's email address.
We contacted the customer directly on 3/9/15 and received verification that the credit did post correctly to his account. If there are any further questions or concerns, please feel free to contact us.

Good afternoon,   Our records indicate that customer placed order SO7152607 on 6/19/2017 via Zoro.com for quantity 20 of item G2468378. Anthony received quantity 5 out of 20 of item G2468378 on 6/27/2017 via UPS Ground tracking 1Z30A61X0347065752. We have been working diligently with the...

vendor to have the remaining quantity of 15 prepared for shipment but have had difficulties getting a quick resolution. We have confirmed today, 7/11 that they are preparing the items for shipment and quantity 15 is expected to ship directly to customer Anthony on 7/13 from Indiana. Once we have tracking, we will definitely provide it. We sincerely apologize for the delay.   If you have any further questions, please do not hesitate to contact us.   Thank you,   Zoro

To Whom It May Concern:We have reviewed the complaint submitted by [redacted] and
have verified that he placed order [redacted] on 10/22/2015.  [redacted] does cater to our Canadian customers,
however it does remain an American website and all product ships from the USA
via [redacted] Standard...

Ground, [redacted] Saver, [redacted], or [redacted] shipping, depending on the items purchased and the customer’s
preference.  This information is stated
clearly on our homepage [redacted] just above the quick links at the bottom of the page) as well as on our Shipping
Info page (http://[redacted]/shipping/). Also, the following Terms and Conditions must be accepted by
the customer prior to any purchase from [redacted]I am, or am acting on behalf of, a business customer that is
purchasing products for business use and consumption and not for export, resale
or for personal, family or household use. I acknowledge that for products shipped to Canada: a) manufacturer warranties may not be valid and certain manufacturer service
options may not be available; b) product documentation (including instructions and product safety warnings)
may not be in both French and English; and c) such products may not be designed in accordance with Canadian standards,
specifications, and labeling requirements or comply with Canadian voltage and
other electrical standards (requiring use of an adapter or converter if
appropriate). I acknowledge that I, the Customer, as the importer of record, am responsible
for assuring that the product can be lawfully imported into Canada and must
comply with all applicable Canadian laws and regulations. Orders shipped to
Canada may be subject to taxes, duties, import and other fees collected upon
delivery. Customs clearance procedures may cause shipping delays.Customers are also given the opportunity to refuse the order
and charges upon delivery and a full refund for the order would be processed at
that point.Based on the Terms and Conditions, which are view-able by all
customers, Zoro has elected not to refund [redacted] the $132.46 he incurred in
import fees.We realize that the current experience of placing orders on
[redacted] is not completely ideal and we are working to create a better
solution.  We appreciate and encourage
the feedback from our customers on this matter.If there are any further questions regarding this particular
issue, please feel free to reach out to us at any time.Sincerely, [redacted]

To Whom It May Concern: Thank you for your feedback regarding order [redacted]. Zoro takes all feedback from our customers seriously. After some additional research, we were able to confirm that your original order, [redacted], was attempted for delivery twice by UPS on July 7, 2016 and, according to...

the carrier’s notes, the item was refused both times during their attempt to deliver. Although we are unsure of what took place during the delivery attempts by UPS, we were able to process your full refund, upon your request, which shows it went back into your PayPal account on August 18, 2016 at 10:53am.  The refund was in the amount of $83.11 and the PayPal transaction ID for this refund is [redacted]. We apologize for the inconvenience this issue has caused you and also apologize for any poor customer service you experienced.  Zoro prides itself on providing its customers with the best service possible.  We will be using your feedback for future training/coaching purposes.  If there are any questions or concerns regarding this order and refund, or any future orders, please do not hesitate to reach out to us. Thank you, Zoro Customer Service Tell us why here...

Initial Business Response /* (1000, 5, 2015/04/28) */
To Whom It May Concern:
This message is in response to Revdex.com Case # [redacted].
We have reviewed our records and found that the customer did contact us on 4/20/15 regarding her order # [redacted]. There was a discrepancy between the product...

that was shipped to her and the stock photos, from the manufacturer, presented on our site. We apologized to the customer for the error and inconvenience and offered to discount the unit she received or to have the unit returned for a full refund. The customer agreed to have the item discounted and partial refund # 59XXX was requested the same day, 4/20/15. This credit request was then expedited on 4/21/15.
Zoro appreciates the feedback we receive from our customers, as it is a valuable tool for the development and growth of our customer service and company as a whole.
Please let us know if there are any further questions or concerns.
Sincerely,
Zoro Customer Service
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to the manufacturer, and they indicated that they did not give the wrong photos. I did not want this model dishwasher, nor do I like it. I feel that I was tricked into making a purchase by Zoro offering a more expensive dishwasher, then sending a cheaper model. Who would think that they were not getting an item that was pictured? I took the $36 discount, because that was all that they offered me, besides taking a refund and having to pay them more money for the other dishwasher. I feel that as a consumer I have been misled by this company and that this is not good business practice. I would not want them to represent my product.