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Business Profile

Industrial Supplies

Zoro
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 62 total complaints in the last 3 years.
  • 27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a snowblower from them last year - a SnowJo - the battery is faulty. I called Zoro a couple of months ago and they said that they would send a replacement but they never did. There are no replacement batteries to be found anywhere, even on their website, so the SnowJo is useless. I want them to authorize the return of the SnowJo and issue a refund.

    Customer Answer

    Date: 10/16/2022

     
    Complaint: 17757926

    I am rejecting this response because:

    See attachment. Order wasn't cancelled. Product was registered. Business is delaying for no apparent reason.

    All I'm asking for is the replacement battery that they said that they would send but never did while the product was under warranty.

    Sincerely,

    *************************

    Business Response

    Date: 10/17/2022

    Hello,
    Thank you for the information and opportunity to look into this matter.
    Zoro is currently working with our vendor to verify that the item was registered.
    If the item was registered, the vendor will be sending out a complete new unit.  They are unable to send out 
    just a battery at this time.

     Please let me know if I can help provide any additional information. Thank you. 

    Customer Answer

    Date: 10/23/2022

     
    Complaint: 17757926

    I am rejecting this response because: Product is registered with vendor - see copy of attached registration. **** continues to stall for unknown reasons. I will consider this matter closed when then do what they promised, either send a battery or another snow blower.

    Sincerely,

    *************************

    Business Response

    Date: 10/28/2022

    Thank you for the information and opportunity to look into this matter.

    Zoro is currently working directly with *************** on this matter.  They have been slow to respond to us.

    *************** has confirmed that the customer did register the blower on their website.  

    The battery is on backorder.  *************** will replace the old unit and will be extending the warranty for the customer by an additional 6 month.

    Zoro is currently waiting for the vendor to send us the return label so that we may forward that to the customer.

    Please let me know if I can help provide any additional information. Thank you. 

    Customer Answer

    Date: 10/28/2022

     
    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 so long as they keep their promise that they haven't done in the past.

    Sincerely,

    *************************

  • Initial Complaint

    Date:08/11/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Some time ago, I requested to this company to cease the mailing of offers to my residence address. Unfortunately, I received yet another mailer today (curiously, with an image of what I purchased from the website many months ago), which is an indication that this case has not been handled with the necessary attention and urgency it demands. I am not sure why I have received another mailer since my last BBB complaint as I haven't purchased anything from ******** since said complaint was filed. I ask that this issue be escalated to the appropriate department for an expedited solution. Thank you.

    Business Response

    Date: 08/19/2022

    Hello,
    Thank you for the information. This is a follow up complaint related to initial complaint  17542629.  At that time, we did request the removal of mailers/promotional items for the customer.  Usually there is a **** business day period to update/reflect the information in the system for the customer to be fully removed. Since that would be around 7/26/22, I will look into this further and escalate with our ******************** to see if any additional steps need to be taken or if the lead time for the updates has extended for any reason such as due to volumes of requests or other factors, etc. I do apologize the customer has received another mailer and will explore this further. Thank you for the information and attached picture. 

    Customer Answer

    Date: 08/24/2022

     
    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.

    At this point, I trust that the respective department at Zoro Tools, Inc. will definitively take care of this matter and that I no longer receive any mailers. In the event that I receive another mailer, another complaint will be filed through the BBB along with an attached image of said mailer.

    Sincerely, 


    ******************************* L

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