To Whom It May Concern: All of us at Zoro would like to thank you for your feedback about Zoro.comAccording 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 userFor 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 CanadaAlso, for any federal customers, Zoro products are not offered through a GSA scheduled contractBased 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 timeAgain, thank you so much for your feedback If there are any questions or concerns, please feel free to reach out to us again
Dear Oscar, Thank you for contacting Zoro.We sincerely apologize for the inconvenience experienced with your refundOur records indicate the order SObeing placed for quantity two of item Gon 1/25/and return authorization RAbeing processed on 2/6/We verified with our Accounting department today that the refund of $has been processed on credit memo and you should have received an email indicating the funds being returned to the original form of paymentEverything is complete on Zoro's end in regards to the refund but if you experience any further issues, please do not hesitate to contact usAgain, we sincerely apologize for the delay and hope to do business with you again in the futureThank you,Brittany ***Zoro Customer Service Supervisor
Initial Business Response / [redacted] (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/and placed an order over the phone with one our customer service agentAt 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 business daysTypically 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/An email, containing this updated information, was sent to our customer the same day, 4/8/The customer then called our customer service line twice the next day, 4/9/15, to verify the updated lead timeThe call was escalated to a Team Lead, who verified the information and offered alternative items as an optionAt 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 cardCredit cards are not charged until items actually shipNo funds were ever processed and the customer was alerted that this authorization should be reversed by the customer's bank within the next 7-business days Zoro makes every effort to provide up to date inventory and ship date informationIt is not our practice, nor has it ever been, to mislead our customersWe 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 customersThank you so much for the feedback and if there are any further questions or concerns, please feel free to contact us Initial Consumer Rebuttal / [redacted] (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 fundsI 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-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 websiteGood 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 priceI would appreciate if Zoro ships it in the next 7-business days Thank you in advance Final Business Response / [redacted] (4000, 9, 2015/04/15) */ Our customer did call our customer service line on 4/8/and placed an order over the phone with one our customer service agentAt 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 business daysTypically 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/An email, containing this updated information, was sent to our customer the same day, 4/8/The customer then called our customer service line twice the next day, 4/9/15, to verify the updated lead timeThe call was escalated to a Team Lead, who verified the information and offered alternative items as an optionAt 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 cardCredit cards are not charged until items actually shipNo funds were ever processed and the customer was alerted that this authorization should be reversed by the customer's bank within the next 7-business days Zoro makes every effort to provide up to date inventory and ship date informationIt is not our practice, nor has it ever been, to mislead our customersWe 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 customersThank you so much for the feedback and if there are any further questions or concerns, please feel free to contact us Final Consumer Response / [redacted] (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 priceAs soon as I ordered it the sells person advised me that it will take for me to received itI told her I had no problem wattling daysAn 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 itFrom 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
We have processed a replacement order shipping directly to the customer per his requestWe will send tracking information as soon as it is available.Brittany *** Customer Service Supervisorp: 855.BUY.ZORO (855.289.9676) | f: 855.FAX.ZORO (855.329.9676)brittany.***@zoro.com | www.zoro.com
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 percent off is a joke..they still have my money Sincerely, [redacted]
To Whom It May Concern: Thank you for your feedback regarding order [redacted] Zoro takes all feedback from our customers seriouslyAfter some additional research, we were able to confirm that your original order, [redacted] , was attempted for delivery twice by UPS on July 7, and, according to the carrier’s notes, the item was refused both times during their attempt to deliverAlthough 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, at 10:53am The refund was in the amount of $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 usThank you, Zoro Customer Service Tell us why here
To Whom It May Concern:We have reviewed the complaint submitted by [redacted] and have verified that he placed order [redacted] on 10/22/ [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 useI 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 regulationsOrders shipped to Canada may be subject to taxes, duties, import and other fees collected upon deliveryCustoms 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 $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]
Initial Business Response / [redacted] (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/and requested a return for an incorrect item from his order SO19XXXXXWe subsequently created return authorization #8XXXX and told the customer that the item did not need to be returnedWe then forwarded the necessary information to our accounting department for the refundRefund # 5XXXX was processed on 3/2/and the amount of $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/and received verification that the credit did post correctly to his accountIf there are any further questions or concerns, please feel free to contact us
To Whom It May Concern: All of us at Zoro would like to thank you for your feedback about Zoro.comAccording 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 userFor 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 CanadaAlso, for any federal customers, Zoro products are not offered through a GSA scheduled contractBased 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 timeAgain, thank you so much for your feedback If there are any questions or concerns, please feel free to reach out to us again
Dear Oscar, Thank you for contacting Zoro.We sincerely apologize for the inconvenience experienced with your refundOur records indicate the order SObeing placed for quantity two of item Gon 1/25/and return authorization RAbeing processed on 2/6/We verified with our Accounting department today that the refund of $has been processed on credit memo and you should have received an email indicating the funds being returned to the original form of paymentEverything is complete on Zoro's end in regards to the refund but if you experience any further issues, please do not hesitate to contact usAgain, we sincerely apologize for the delay and hope to do business with you again in the futureThank you,Brittany ***Zoro Customer Service Supervisor
Initial Business Response / [redacted] (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/and placed an order over the phone with one our customer service agentAt 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 business daysTypically 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/An email, containing this updated information, was sent to our customer the same day, 4/8/The customer then called our customer service line twice the next day, 4/9/15, to verify the updated lead timeThe call was escalated to a Team Lead, who verified the information and offered alternative items as an optionAt 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 cardCredit cards are not charged until items actually shipNo funds were ever processed and the customer was alerted that this authorization should be reversed by the customer's bank within the next 7-business days Zoro makes every effort to provide up to date inventory and ship date informationIt is not our practice, nor has it ever been, to mislead our customersWe 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 customersThank you so much for the feedback and if there are any further questions or concerns, please feel free to contact us Initial Consumer Rebuttal / [redacted] (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 fundsI 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-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 websiteGood 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 priceI would appreciate if Zoro ships it in the next 7-business days Thank you in advance Final Business Response / [redacted] (4000, 9, 2015/04/15) */ Our customer did call our customer service line on 4/8/and placed an order over the phone with one our customer service agentAt 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 business daysTypically 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/An email, containing this updated information, was sent to our customer the same day, 4/8/The customer then called our customer service line twice the next day, 4/9/15, to verify the updated lead timeThe call was escalated to a Team Lead, who verified the information and offered alternative items as an optionAt 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 cardCredit cards are not charged until items actually shipNo funds were ever processed and the customer was alerted that this authorization should be reversed by the customer's bank within the next 7-business days Zoro makes every effort to provide up to date inventory and ship date informationIt is not our practice, nor has it ever been, to mislead our customersWe 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 customersThank you so much for the feedback and if there are any further questions or concerns, please feel free to contact us Final Consumer Response / [redacted] (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 priceAs soon as I ordered it the sells person advised me that it will take for me to received itI told her I had no problem wattling daysAn 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 itFrom 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
We have processed a replacement order shipping directly to the customer per his requestWe will send tracking information as soon as it is available.Brittany *** Customer Service Supervisorp: 855.BUY.ZORO (855.289.9676) | f: 855.FAX.ZORO (855.329.9676)brittany.***@zoro.com | www.zoro.com
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 percent off is a joke..they still have my money Sincerely, [redacted]
To Whom It May Concern: Thank you for your feedback regarding order [redacted] Zoro takes all feedback from our customers seriouslyAfter some additional research, we were able to confirm that your original order, [redacted] , was attempted for delivery twice by UPS on July 7, and, according to the carrier’s notes, the item was refused both times during their attempt to deliverAlthough 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, at 10:53am The refund was in the amount of $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 usThank you, Zoro Customer Service Tell us why here
To Whom It May Concern:We have reviewed the complaint submitted by [redacted] and have verified that he placed order [redacted] on 10/22/ [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 useI 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 regulationsOrders shipped to Canada may be subject to taxes, duties, import and other fees collected upon deliveryCustoms 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 $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]
Initial Business Response / [redacted] (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/and requested a return for an incorrect item from his order SO19XXXXXWe subsequently created return authorization #8XXXX and told the customer that the item did not need to be returnedWe then forwarded the necessary information to our accounting department for the refundRefund # 5XXXX was processed on 3/2/and the amount of $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/and received verification that the credit did post correctly to his accountIf there are any further questions or concerns, please feel free to contact us