ComplaintsforW.W. Grainger, Inc.
Electric Tools
HeadquartersMulti Location Business
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
For over 3 years you've been sending your catalogues to a non-existent person! "******** *******" has NEVER existed at ********************************************!IMMEDIATELY cease and desist sending catalogues for her to this address!Business response
10/14/2024
Please see attached response to Complaint #********.Initial Complaint
09/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I called ************************* on two different occasions to see availability, sizing, and minimum order on some boxes from my number ***********). Both times I found boxes that worked. I mentioned to the **** over the phone that online it says the minimum order is 25 boxes. The **** assured me that the minimum order is a single box. Upon arriving to the store I was greeted by a nice person at the counter with no name tag who was somewhat helpful. She helped find the stuff but told me the boxes had a minimum order of 25. She brought in her associate ******** who was extremely rude and condensing. ******** questioned me as if I was lying. He also indicated as if I was trying to get something for free. I specifically stated I want to pay for them I just want to buy the quantity I was promised over the phone. This is after ******* made a mistake wasting nearly hours of my time. ******** had a nasty attitude and was of zero help. I ended up leaving empty handed. No boxes, no tape, no bubble wrap. Afterwards I called the ******* line again this time I explain the situation happening at the store. They tell me the minimum order is 25. I am then escalated to a manager ***** who tells me his solution is for me to order 25 boxes then return 21. I dont see how that is a solution whatsoever. He explains I could wait over a week and he could possible get a acceptation. This is completely pathetic to do this to customers.Business response
09/25/2024
Please see attached response to Complaint # ********.Initial Complaint
09/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
9/27/2022 ******* They stand behind their products. Warranty No they have not tried to make anything right .Business response
09/16/2024
***** see attached response to Complaint #*******.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
july 8, ********************************************************** the parking spaces to check in. RARELY does anyone get through, so many customers wait until one of the workers delivers groceries to another person and then asks the employee to please check us in via their smart phone. On this day, i was not able to get through to the ************ number to say i have arrived for my pickup. a gentleman in the parking lot was just as frustrated because he could not get through either. a worker, ********, came out w/some groceries for someone and both myself and the gentleman asked her to check us in. she was obviously not trained, because she was unable to check either of us in. we were told that we had to call someone at our homes to get on the computer to check us in. she said unless we had a smart phone (which i do not, i am 77 yrs old and not tech savvy), we were not able to order on line anymore. i need a PROFESSIONAL from this store to call me and tell me that what i was told is NOT ACCURATE. In the meantime, i had to go home without my groceries and had to cancel my order. I care give for my 99-yr old mom and i really counted on ******* all these years to help me out by having my and my mom's groceries ready for pickup. PLEASE HELP ME UNDERSTAND.Business response
07/12/2024
W.W. Grainger, Inc. (Grainger) is the nations leading distributor of maintenance, repair, and operation products,with its corporate headquarters in ***********, ********* According to the complaint, this issue relates to a grocery order involving ******** Grainger is not affiliated with ******** Moreover, Grainger does not provide grocery pickup services. As such, Grainger respectfully requests that **************** withdraw her complaint, as Grainger is not the correct company to handle this issue.Customer response
07/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Three cases of lambs damaged during shipping .Grainger refused to exchange them . I just wanted them to exchange them for another shipment of the exact same items . They said if I returned them it would be at my expense. They did not hold Oak Harbor Freight accountable for breaking the lamps.Order #********** Order Confirmation # WEB2479183909 Date Ordered: 12/29/2023Business response
01/15/2024
Please see attached letter in response to BBB Complaint ID ********.Customer response
01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
10/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am a private house renter and got permission from the landlord to order a ******** natural gas room heater model; ******* A from the Grainger.com website. I ordered the heater on September 26, 2023, the heater was shipped out on September 27, 2023, and was delivered to my front porch on September 30, 2023. the total cost of the ******** heater was $1,755.00. The box was not damaged in any way, but after unboxing the heater, I found four (4) dents and one dent was worse than the other 3 dents. I called the Grainger website service line to make a complaint, and this is basically what I was told on the phone by an associate; After a replacement order is made, I will send back the damaged heater when I receive the new heater. I will have to pay for the total shipment of $1,755.00 using my debit card again, and when the damaged heater gets to the warehouse I will get a refund of $1,755.00 deposited into my bank. I think this is unfair, as I should just get a replacement heater, and have to pay again! I do not have that kind of money, and I am a retired 66-year-old man on a fixed income! The damaged heater is on them, I'm not the one responsible for the damage. I think I should get a replacement with no charge or just get a refund, and keep the dented up heater! I was talked to like I was stupid! Grainger is a low-class company, and they do not have my back!Business response
10/16/2023
Please see attached response letter and supporting documentation relating to Better Business Bureau Complaint ID #********.Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/28/2021 I purchased Item #: 5DVR8 (downblast vent direct drive roof exhaust fan) from Grainger in Maspeth, **. Within 2 years time (8/21/2023), the fan has stopped running. I spoke to Grainger in Maspeth and was told the one year warranty has expired, I could replace the motor for $290.30 or purchase a new fan for $672.65. Grainger in Maspeth also informed me that the fan should not have stopped working in two years time. These fans last at least 10 years. I called W.W. Grainger, Inc. who makes and/or distributes these products and was given Green **** Fan Corporation's troubleshooting number to call. this phone call was of no help at all. The cost of the fan purchased on 8/28/2021 was $671.92 and it did not last 2 years. Grainger did not offer a discount on aa new motor or new fan to replace the defective product they sold me. I'd like for purchasers of Grainger products to be aware of the defective products they are selling their customers and how you will need to replace their high priced products in a short amount of time.Business response
09/04/2023
Please see attached letter and supporting documentation in response to BBB Complaint ID ********.Customer response
09/10/2023
Complaint: 20501742
I am rejecting this response because: (1) Grainger is the nation's leading distributor of used/refurbished goods that, *************, they resell to other customers like me. (I purchased the exact same fan in 2017 and it did not work. Grainger told me to discard the item and come pick up another one. This was a waste of my time and money because I had to pay the installer for putting in the fan that did not work and the new one that didn't last 4 years. 2) The product is a ****** Exhaust Ventilator not a Greenheck. (3) Even if the one year warranty has expired, I asked Grainger for a discount on the motor and/or a newly purchased Dayton exhaust Fan and was told NO. (4) Yes, I spoke with ******, a Grainger **************** representative for about 10 1/2 minutes and we went back and forth about the one year warranty and my receiving a discount but got nowhere. The representative would not admit that their products were inferior and that I have received from Grainger inferior goods since 2017. The fan is supposed to work at least 10 years as per Grainger's technical person. I did not purposely hang up; that was an accident but why stay on the phone when we were getting nowhere.
Sincerely,
*************************Business response
09/19/2023
Please see attached letter regarding Complaint ID ********.Customer response
09/20/2023
Complaint: 20501742
I am rejecting this response because: I do not accept W.W. Grainger's response to my complaint. They refuse to take responsibility for the defective/refurbished equipment they sell. I will NEVER purchase any equipment from W.W. Grainger because of its defective/refurbished sale of their goods. Thank you for taking me off of your email string.Thank you to the BBB for your help. It made a difference and I would appreciate your keeping my complaint linked to W.W. Grainger on your website for others to see.
Sincerely,
*************************Initial Complaint
06/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 31st we purchased nine (9) motors from W.W. Grainger. These motors were purchased solely based on the advice of their product specialist as the motors that we wanted to use are no longer manufactured. Seven out of the *********** fit the application. Two motors did not come close to fitting. I called W.W. Grainger on two occasions attempting to return the two motors and I was told that we had to return ALL *********** to get a refund for the two motors. This is a ridiculous request. I am not about to have my men uninstall seven motors. The two motors that I want to return have never been unpacked and they are in perfect condition. I feel theres absolutely no reason why W.W. Grainger should not refund the money for the two motors since it was purchased solely based on the information supplied to us by them. I am attaching a copy of the invoice for your use.Business response
07/10/2023
Please see attached letter in response to Complaint ID # ********.Customer response
07/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
05/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order **********, a refrigerant 4-Valve manifold came damaged in shipping. The charging port would not open. It was seized. Furthermore, Grainger claimed to inspect before shipping, but only placed the manifold in a box. Grainger also claimed that the hoses were low loss, but are not. That is deceptive advertising. Next, I returned the manifold to the ********** Kinkos, another cost, and never received a return credit. Grainger customer support kept hanging up the phone: I finally spoke with a representative, who dodged and deflected the issue. I reported Grainger to the **** and am in process of filing criminal charges against the ****** Street location, the representative, and all parties for theft and conspiracy to commit fraud, and other charges. Im also contacting my representatives to see if they can investigate and have this company removed from ********. Grainger steals money, and hires people to defend them. I am requesting a refund, and giving the company a day before I file criminal charges.Business response
05/19/2023
Please see attached letter in response to this complaint.Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
SDFFSDBusiness response
04/25/2023
Please see attached response.
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Customer Complaints Summary
20 total complaints in the last 3 years.
5 complaints closed in the last 12 months.