Zoro.com Reviews

On April 11 I ordered a $230 office chair from Zoro. Was a bit sad because this chair actually usually sells for about $160, but at the time the manufacturer was restocking materials and most venders were waiting to receive more shipments of the chair. I needed it quickly so I chose Zoro of the few vendors that had it left in stock because they claimed to ship it within 5 business days, and I would have the chair by the 23, rather than the 27 from most other places I had found it. I received an order confirmation email and all was well at the time.

I realized after the fact that I had been charged twice for this item, and for two separate amounts. During checkout, the tax rate changed when I entered my shipping address, affecting the final total. However, this happened far before I entered my payment information or placed my order. The two separate charges I received was for the two different totals (using two different sales tax rates). I decided that weird things happen and I would give it some time to sort itself out, as weird automatic billing sometimes does.

A few days later I went back to my Zoro account to check on the status of the order to see if it had shipped yet. However, my account showed that I had not made any previous purchases. I was certain it was the correct account, as it was the same address that my confirmation email was sent. This is on April 15, four days after my purchase. I decided to contact customer support so that they could iron out these issues for me, as it was clear it wasn’t a weird glitch that would fix itself.

I sent customer service and email about both the double charge and the missing info on the order. I received and email that it would take up to 48 hours to get a response, so I was okay when two days later I got an email letting me know that I should now be able to see my order in my account, and that the billing issue would be forwarded to the PayPal team.

So I could now see the purchase, which was ‘pending fulfillment’. I waited a few days, and I never heard back from the PayPal team, and my item still has not even shipped. On April 21, I emailed customer service again, this time addressing the billing department, because you have to chose one department to talk to. I mentioned again the billing issue and mentioned the possibility that something went wrong with the tax change. I have as much detailed information as I could. I also asked a passing question about when my item would be shipped. I mentioned that I wasn’t upset, as I know the business environment in the world right now is running slowly due to health-related concerns, and just that I was wondering if they could give me an idea on what to expect.

My response came two days later again, and the billing department employee asked me if I had a transaction ID and that again, he would forward it to the PayPal team. I wish I could speak with this ‘PayPal team’. Then he said that “ As far as your ship date, your order should have shipped by this past Tuesday (April 21) according to the records I have here. I will reach out to the manufacturer this is shipping from and get an ETA or some tracking information for you, and will send you that information as soon as I get a response from them.“

This is all well and good, but I ordered the item almost two weeks ago now and I was told when I purchased the item that I would have received it by now. I have still been charged $450 for a $160 item and the item has still not even left the warehouse. I will be attempting to call them today. I’m not all that upset, it’s not any of the employees’ fault, they are doing what they are told is their job to do. It’s just very very poorly structured and handled by the company and a headache to deal with. I wish I had known how much trouble I was getting into, so I wanted to share what I could to possibly save someone a headache. It seems I’m not an isolated case but instead the represent vast majority of Zoro customers from what I’ve seen all over the web.

Wouldn't have believed a company would be so irresponsible if I hadn't experienced it myself.

I ordered face masks for $48, as well as two $1 items to have a total price of $50 to qualify for free shipping.

At the time, everything was running normally, everything was marked in stock, everything gave an approximate shipping time. I got my receipt and invoice for the order in my email.

Several days later, I get another email with my sales receipt - with only the $1 items listed on it, and conveniently the most important item, the masks, missing. No notification, no update, no explanation, just "poof", gone.

So I called and emailed them asking what's the deal, how did a product I ordered suddenly disappear from my order, and why didn't anyone tell me. Of course, they just came up with excuse after excuse trying to cover their butts, but none of them held water.

Basically, they are irresponsible and unprofessional in the way they dealt with this. Hiding the fact they cancelled one of my orders. When I called, they said "now it's back-ordered, we have no idea when it will be in stock again, that's up to the manufacturer." Funny thing is, it wasn't on back order when I ordered it, it gave an estimated time of shipping, and I got a receipt and invoice for it. They just changed it all after the fact (and again, did not notify me of the fact, I might have just ended up waiting indefinitely).

So yeah, don't trust this company, they'll do as they please with your order, make changes without updating you, and quite possibly just not fulfill your order (again, without any explanation). Even if you call, they'll just give you the runaround, somehow it's not their fault, it's someone else's fault, maybe even blaming it on you (one of their excuses). So much for customer service.Wouldn't have believed a company would be so irresponsible if I hadn't experienced it myself.

I ordered face masks for $48, as well as two $1 items to have a total price of $50 to qualify for free shipping.

At the time, everything was running normally, everything was marked in stock, everything gave an approximate shipping time. I got my receipt and invoice for the order in my email.

Several days later, I get another email with my sales receipt - with only the $1 items listed on it, and conveniently the most important item, the masks, missing. No notification, no update, no explanation, just "poof", gone.

So I called and emailed them asking what's the deal, how did a product I ordered suddenly disappear from my order, and why didn't anyone tell me. Of course, they just came up with excuse after excuse trying to cover their butts, but none of them held water.

Basically, they are irresponsible and unprofessional in the way they dealt with this. Hiding the fact they cancelled one of my orders. When I called, they said "now it's back-ordered, we have no idea when it will be in stock again, that's up to the manufacturer." Funny thing is, it wasn't on back order when I ordered it, it gave an estimated time of shipping, and I got a receipt and invoice for it. They just changed it all after the fact (and again, did not notify me of the fact, I might have just ended up waiting indefinitely).

So yeah, don't trust this company, they'll do as they please with your order, make changes without updating you, and quite possibly just not fulfill your order (again, without any explanation). Even if you call, they'll just give you the runaround, somehow it's not their fault, it's someone else's fault, maybe even blaming it on you (one of their excuses). So much for customer service.

I placed an order and a week later it still hasn't shipped, asked them to cancel order but they waited 2 days to respond by then they said " it is currently on it the way to our inspection dock" how lame is that. If I had paid with a credit card instead of pay pal I could have cancelled the order with the credit card company. My advice is to stay away from zoro.