ComplaintsforGlobal Industrial

Industrial Supply

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Initial Complaint
03/21/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Mar 18, 2024, a fraudulent order made by a family member was placed on your website. It was discovered at the delivery of this said order which was on Mar 20, 2024. The order number is ********. I contacted the agent on March 20th in the morning and the agent was excellent. He understood the severity of the issue and offered a *** return label to return the order. However, the label was never sent. I contacted other agents and now they want me to pay the return shipping fees !! This is unacceptable, this is a fraudulent order and you guys don't help long time customers?? Please I beg you help me solve this issue.
Business response
03/21/2024
Thank you for your submission regarding your Order #******** dated 3/18/2024 with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. Our Customer Experience Manager has confirmed that a return label has been emailed to you. A credit to the original form of payment will be issued once the items arrive back. We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved. We apologize for any inconvenience. We look forward to doing business with you in the future.
Best regards, Global Industrial Customer Support

Customer response
03/22/2024
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 and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
02/28/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Global Industrial (GI) Order #********; ordered 10/9/23. Original order was for 2 5ft awnings. Manufacturer shipped 1 5ft & 1 7ft. Global customer service was contacted and the return H23-7K item was arranged. Return shipping directions with ***** were not accurate and had to reach back out to Global Industrial multiple times for assistance. A GI employee set up the return. Now I am receiving a $1,227 bill from ***** for the cost of return to the manufacturer. The wrong item being shipped was not our error. I have now been working with GI for 6 weeks trying to get this resolved. My last communication customer service **** ************************** and was, "I'll get back to you later today. I want to be certain this is all taken care of." **** communication was on February 8. I have email this customer service rep 3 times since asking for an update and have not received anything. I am at a loss and ***** keeps sending an invoice. I have copies of all the email communication that has been sent to Global Industrial customer service. Can you assist, please in getting a resolution? My school district had nothing to do with the chain of errors that have caused this issue. Thank you so much.
Business response
02/28/2024
Thank you for your submission regarding your Order #******** dated October 5, 2023 with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. As requested, we are taking responsibility for the freight invoice, and issued a credit for the entire order. We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved to your satisfaction. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support

Customer response
02/29/2024
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 and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
02/06/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In regards to order number ********.This order was placed online on 1/12 and was scheduled to arrive on 1/25. I checked on the 24th and the order was still set to arrive by the 25th. On the morning of the 25th I checked again and th status was updated with a shipping date of January 31st with an arrival date of February 1st, which in and of itself does not make sense based on the location the item was shipping from, as well as the fact that it was coming via standard ground shipping.At this point I called to figure out what was going on, and was told th item was back ordered. The new arrival time was not going to work for our needs so at that point I asked to cancel the order and told it would be cancelled by the person I spoke to on the phone. The following day I had not yet received confirmation that the order was cancelled, so I called again and spoke to a different person, and again was assured that the order would be cancelled.The following day I woke up to find an email in my inbox saying that he item had shipped. I already ordered a product from another company at this point to serve the same purpose, and it had already arrived, so again I called and was told by a third person that because the item had already shipped that it was no longer cancellable.Not one single piece of information I recieved from your website, or any one of your employees was accurate and because of it not only am I out the money I spent on your product, now i'm out the money I spent on the replacement from your competitor. This is a terrible way to conduct buisness and the only appropriate solution is a full refund including shipping.To add insult to injury, it is now February 6th and the item still has not arrived. The only thing I have recieved thus far is an insulting offer of a $50 credit for " My Inconvenience "
Business response
02/21/2024
Thank you for your submission regarding your Order #******** dated January 12, **** with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. As requested, credit for the full cost of the order has been issued, to the original method of payment. We also credited the freight and tax on freight. Our ***************** Associate has indicated that depending on the credit card company, it can take up to **** business days to be reflected back on the card. We believe this matter has been resolved to your satisfaction. Please reach out to our service team should you need anything further at **************.
Best regards,
Global Industrial Customer Support

Customer response
02/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Resolved 2/21/2024

Sincerely,

***************************
Initial Complaint
01/31/2024
Complaint Type:
Delivery Issues
Status:
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.
Order placed on 12/29/23. Shipping was guaranteed within one week. Order still has not been received as of 1/30/24. I requested a refund but was told they needed to check with the manufacturer firs and would get back to me. I have received no response. I chatted with a Live Agent today and was told the same thing. At this time, I do not believe this company had any intentions of shipping me the product I purchased or to issue a refund. They continue to make excuses and ask for more time knowing that the order will never be sent.
Business response
01/31/2024
Thank you for your submission regarding your order dated 12/29/2023 with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. Our Customer Experience Manager has confirmed that the items did get lost and were never delivered. We have substituted an identical, in stock item, to be shipped. We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support
Initial Complaint
01/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was recently gifted battery charger model SL1316. I was shown step by step how to use it. I was happy with it especially that I can charge other things too. Ironically my car gave me trouble on Sunday. I retrieve the box out of my trunk and unpacked it. However the battery pack outter case is opened. Theres no way for me to close it. I squeezed it down but it seems swollen and isnt closing in the outter case so that it can be used. Ill attach a photo.
Business response
01/25/2024
Thank you for your submission regarding the gifted battery charger with Global Industrial. We value all feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. ******************** Account Manager is waiting to receive the order number so a replacement can be sent. As soon as we get all the information necessary to process the replacement, a new battery charger will be sent.
Best regards, Global Industrial Customer Support
Initial Complaint
01/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Our apartment complex bought 4 outdoor pinic tables on 11/14/22. Within 1 year the tables begain rusting badly. When we contacted Global Industrial about this, they said the tables only had a 1 year warranty and they would not do anything about it. I feel the tables should have lasted for more than 1 year before becoming so badly rusted. We spent $4,444.57 on these tables. We want Global Industrial to replace the tables. We have attached photos that show the rusted areas and where the tables are splitting and becoming dangerous.
Business response
01/12/2024
Thank you for your submission regarding your Order # ******** dated November 14,2022 with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. One of our Assistant Managers has arranged to send replacements for the picnic tables ordered. We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved to your satisfaction. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support
Customer response
01/12/2024
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
09/26/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered a workbench shop table with lockers for my shop class at the high school where I teach. This product was ordered in May and delivered around June 23rd. No one was around except a school employee who accepted the order, because it was summer and teachers and most staff were on break. The person who accepted the order had the delivery driver store it in the shop. When I returned in August and opened the box, I noticed the wood table top was severely damaged. I called Global Industrial and started the return process. The woman was friendly and helpful. I took photos of the damage and box as the woman instructed to determine if the package was damaged during transit. She said since the box wasnt damaged, it was probably damaged before transit. I emailed the photos. Two or three days later, I received an email from ****************** at the returns department, stating that damaged goods must be reported to Global Industrial within 5 days of receipt, and unfortunately there is nothing they can do for me. I emailed him back and kindly explained that there was no one to inspect the order, because it was summer. Plus, the shipment appeared to be damaged before transit. I never heard back from him or Global Industrial again. No response whatsoever. He totally ghosted me. So my school wasted over $3000 of taxpayer money for absolutely nothing. This is the worst company I have ever dealt with in my life. I have to purchase two other tables, now three to replace the one that was damaged. I will be buying them from another company. I will never buy another product from Global Industrial again.
Business response
09/27/2023
Thank you for your submission regarding your Order #******** dated 5/15/2023 with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. As requested,credit for the full cost of the order has been issued, to the original method of payment. We believe this matter has been resolved to your satisfaction.
We apologize for any inconvenience this has caused. If there is an opportunity to earn your business in the future, wed love to speak with you again. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support
Initial Complaint
09/25/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We ordered a large whiteboard and the item was never delivered to the address that was provided to Global Industrial. They have made no attempt to resolve the issue. Any time myself or another co-worker has reached out to Global Industrial we may receive one email back with no useful information. We have called and messaged t hem through their website. Order #:******** ***** 4' x 10' Whiteboard - Porcelain - Aluminum Frame - Includes Marker/Eraser Item #: B1480523
Business response
09/25/2023
Thank you for your submission regarding your Order #******** dated May 24, 2023 with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. As requested, credit for the full cost of the order has been issued, to the original method of payment. ********************* Associate has indicated that depending on the credit card company, it can take up to **** business days to be reflected back on the card. We believe this matter has been resolved to your satisfaction. We apologize for any inconvenience this may have caused you. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support

Customer response
09/26/2023
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 and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
09/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
3 months ago i bought a floor cleaning machine cost $2000 it was delivered whith bad bateries i have not be able to use it ones i called the company and they told me that new bateries where going to be send i have been waiting for months and no bateries .
Business response
09/15/2023
Thank you for your submission regarding your Order # ******** dated July 9, 2023 with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. Our Assistant Manager reached out to you and explained that the replacement batteries were on back order. They are now in stock and have been shipped out to you with order #********. In the event that the new batteries dont correct the issue, we will replace the unit. We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved to your satisfaction. Please reach out to our service team should you need anything further at *************.
Best regards, Global Industrial Customer Support
Initial Complaint
09/08/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Global Industrial is attempting to charge me for orders that I did not place. This companies system made duplicate orders. These orders were never received. I have contacted this company by phone and email several times. I have made notes in their system. No matter what I do they never reply or help me with this issue. The total for all fraud invoices is $1558.06, invoice *********, *********, *********.
Business response
09/12/2023
Thank you for your submission regarding your Orders #******** and ******** dated 6/27/2023/and 6/29/2023, respectively, with Global Industrial. We value our customers feedback and view these unfortunate situations as opportunities to improve our customer service experience in the future. The details you have provided will help us understand where things did not go as intended and will help us make improvements to our processes in order to serve you better. Our Assistant Managers for the Customer Experience Team reached out to you and explained what happened with the orders. We invoice once an item ships and each item on the order had a different ship date which is what caused multiple invoices. A credit for the final missing part of the duplicate order, which was lost due to it being returned through the carrier, has been issued. We believe that we have achieved the Desired Settlement made in the complaint and this matter has been resolved. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support

Customer response
09/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The business removed the fraudulent charges from my account. However; I am still waiting for them to refund the Betco Hybrid Floor Finish, 5 Gallons Bag in Box they did not deliver. As part of order ******** I ordered (6) of the Betco Hybrid Floor Finish, 5 Gallons Bag in Box and only (5) arrived or was delivered. Once they refund me for this the case can be closed.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
09/25/2023
We want to clarify that these charges were not fraudulent. An order was placed online and then another order was placed with a sales representative. This caused duplicate orders, not fraudulent activity. A refund check was issued and mailed out on September 14, 2023 (this was confirmed with our Cash Application team) in the amount of $185.90 for the one Betco Hybrid Floor Finish that was lost in transit. Global Industrial invoices once an item ships and each item on the order had a different ship date, which is what caused multiple invoices. A credit for the final missing part of the duplicate order,which was lost due to it being returned through the carrier, has been issued. Please reach out to our service team should you need anything further at **************.
Best regards, Global Industrial Customer Support

Customer response
09/25/2023
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 and the matter has been resolved.

Sincerely,

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

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