Zeigh Owensby

Oct 7, 2021

No Longer A Promising Company

Zoro.com started in 2011 and I became a customer in 2015. Over the next six years I spent about $16000 with them. In the beginning they had a few quirks, but the customer service was always personable and they were easy to work with. Pricing was also originally quite good, with a variety of email coupons that made buying from this promising company a great deal. Sadly, that has all changed in the last couple of years. Pricing has now increased above their competitors (sometimes to an almost insulting level), the coupons have become so restricted with fine print that they invalidate most wanted items, and customer service is similar to the attention span of a part-time high school employee smoking pot. My last order was rife with errors, mostly between what was advertised verses what was apparently in the warehouse bin, wrong or no part numbers, and shipped in a way that breeched the box just by looking at it wrong. Repeated calls and emails hardly made a difference, as I was shipped the same incorrect items FOUR times! I finally just had to file a complaint with my credit card company and with the overwhelming documentation provided, they quickly credited me. As I write this, there are still eight packages from two correction attempts of the same order that are in various stages of being refused. All of this could have been avoided if someone competent would have just been accessible (average hold time 16 minutes, then no guarantee that you can speak with a supervisor afterwards) or basic customer service in returning my requests to finally sort matters out via phone. All I got was repeated canned or shallow emails. Sadly, there is no longer any appeal to remaining a loyal Zoro.com customer and our business relationship has ended. I would suggest that you avoid this company also, especially since you are probably reading this review because of your own problems that prompted the research. If you do remain a customer, take the time to document every aspect of your orders. (That even includes a screen shot of the product page, details in the cart before clicking buy, and more. Those two habits saved a "he said vs. she said" dispute with two of my orders.) Who knows, maybe Zoro.com will eventually recover from their debilitating internal issues and become an honorable business once again, but only if customers are still around.