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Business Profile

Machine Tools

Grizzly Industrial Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Grizzly Industrial Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Grizzly Industrial Inc has 6 locations, listed below.

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 1 complaint 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:12/05/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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.
      Date of purchase: 11/30/24 Amount of purchase: $3001.92 Tried to purchase a tool from Grizzly online on 11/30/24. I used their online payment system to pay $3001.92 with my credit card. They emailed me on 12/5/24 stating they would only process my order if I bank wire transferred the money instead. Their email language was full of red flags that someone was trying to scam me. When I called their customer service line I was told the email was legitimate. They were worried about fraud on my end. They said one red flag was the delivery address being different from the billing address. This should be expected because their website warned they could not deliver with liftgate service. I have to have it delivered to my work where a dock is available. Then they said there might have been an issue with the card. I responded that the email didn't say anything about that. I told them I could use a different card. They then said we were past that point and the only way they would process my order is with wire transfer.

      Business Response

      Date: 12/06/2024

      We regret the frustration you encountered during the payment process for your order. Providing a smooth and positive customer experience is always a priority. While we strive to complete orders seamlessly, we have protocols in place to review transactions for potential fraud to protect our customers. After carefully reviewing your case, we found that our policy was followed correctly. We do apologize you were unable to speak with a supervisor before deciding to cancel your order. To address your concerns and explore potential solutions, a member of our team will be reaching out to you shortly.
    • Initial Complaint

      Date:07/26/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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.
      They keep spamming me with emails. More than one a day. I have unsubscribed numerous times.

      Business Response

      Date: 07/26/2024

      Thank you for bringing this to our attention. We deeply regret the inconvenience you have faced with our emails even after your attempts to unsubscribe. We are actively investigating this oversight to understand and correct the problem. In the meantime, we have manually removed you from each of our email subscription lists. Please allow up to 10 days for this change to take effect. Your preferences are important to us, and we are committed to ensuring they are respected.
    • Initial Complaint

      Date:03/09/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 purchased a drum sander model G0920 whiched arrived on time & in excellent condition. Upon assembly I found it to be missing 4 ********* kept all packaging untill the machine was assembeled. Spoke to customer service, very nice person who ordered the missing parts, unfortunately the parts were lost in shipping. Contact *** to search & file a investigation, call Grizzly customer service & explain. There answer was it takes at least 8 days for ***, I asked if they could ship new replacement parts & no one could answer that. I have called customer service at least 3 times with no call back or answer about new parts. I feel I have done nothing but wait, I feel this is solely Grizzly issue & they should overnight new parts while they wait on ***, I do not feel this is an unreasonable request. Thank You.

      Business Response

      Date: 03/12/2024

      We sincerely apologize for the inconvenience caused by the missing parts in your recent purchase and the delays in resolving this matter. Upon investigation, we discovered that the parts were lost in transit during the redelivery process. To expedite the process, we typically give the carrier an opportunity to locate the missing package, which can reduce the wait time associated with sending a replacement order. A new replacement order for the missing parts has been processed today. We value your business and hope to have the opportunity to provide you with a better experience in the future.
    • Initial Complaint

      Date:02/20/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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.
      Bought a 1 tube bending die and didnt use it until months after I bought it. When I did finally use it, it damaged every piece of tubing I used it on. Contacted Grizzly tech support to have it replaced because it was under warranty and was told they would send me a new die. They sent me a gift card for the price I paid before tax and said the die was out of stock. They never informed me they would be sending a gift card instead of a new die. I dont need a gift card as Ive realized their dies are junk and I switched to a different brand. They refuse to refund my money and now Ive got a useless gift card for less than I paid. Yes *** already tried to go about this the right way, but Im unfortunately stooping low enough to leave a review as I am out $189.38 that I will not see again as well as a couple hundred dollars in 1 aluminum tubing that was damaged by their die.

      Business Response

      Date: 02/22/2024

      We apologize for the inconvenience experienced with our bending die and the subsequent handling of your warranty claim. We strive to provide high-quality products and exceptional customer service, and we regret that we did not meet your expectations in this instance. We have reviewed your case and understand that you were expecting a replacement die instead of a gift card. As the die is now back in stock, we have created an order to send you a new die redeeming the gift certificate you were provided. If you have any further concerns or if there is anything else we can do to assist you, please do not hesitate to contact us.
    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      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.
      Grizzly called me back and has arranged for the planer to be replaced. 

      Business Response

      Date: 01/12/2024

      We are genuinely sorry for the inconvenience you have experienced with your new planer. After reviewing your complaint and contacts, we acknowledge the manufacturing defect and understand the frustration this must have caused you. We have sold thousands of this machine with very few instances of manufacturing issues. We offer a full comprehensive warranty for all of our machines; and, our team has been working with you to process a replacement at you request. The return authorization has already been approved, issued, and a pre-paid label has been e-mailed directly to you. Furthermore, we have reviewed your interactions and phone calls, we noted a refund wasn't requested during those discussions. We are flexible and willing to process one upon receiving the item back. To communicate your preferred course of action or seek further assistance, please don't hesitate to contact our customer service team directly. We assure you that we will ************ necessary steps to rectify the situation and provide you with a resolution that meets your expectations.

      Customer Answer

      Date: 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.

      Sincerely,

      *****************************
    • Initial Complaint

      Date:11/16/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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.
       
      Complaint: 20880561

      I am rejecting this response because:  I am an industrial design professional with more than 45 years experience, I regularly deal with ******* manufacturing companies and traveled to ***** 12 -16 times a year on projects for **************** STC, ********* and many other European film companies. I am fully aware of production times and as Grizzly already has faceplates and tool rests that will fit this lathe it follows they already have the tooling in *****. If they supplied parts from their in-stock lathes it would inconvenience them by delaying sales, so instead they inconvenience existing customers!

      *************************companies in *****. If I used this just for a hobby lathe I guess it would be no issue but I'm in the middle of a huge Bugatti Throne Chair like project and it now looks like I have to purchase another lathe to safely complete them in a timely manner. Grizzly are selling similar lathes on their website that use identical faceplates and similar adjustable tool rests that would fit this lathe but no, they will only supply replacements by making existing customers wait months!

      Business Response

      Date: 11/17/2023

      We understand the frustration and apologize for the delay in receiving the part kit. We are working diligently to expedite the process; however, the voluntary recall has been a major undertaking that has required many steps and retooling from our factories. This is an urgent matter for us and we are taking every step to get the kit to our everyone as quickly as possible. We will continue to communicate updates regarding availability to our customers as soon as they become available. 

    • Initial Complaint

      Date:11/10/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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.
      Sent me a broken planner. Cost me over 2 thousand dollars and they say it is out of warranty. If that's the case, it was out of warranty when they sent it 18 months after I purchased. The internal mechanism in the elevator post was broken when coming out of the crate. I have pictures if needed. Also when I picked the piece of equipment up out of the crate, the chain and sprokets literally fell out and I already had to repair that. I should not have to repair a piece of equipment that was purchased brand new out of the box. This planner has never been used or even plugged in. The piece of equipment still has the factory tags and grease all over it. All I want is for them to fix it. Warranty states 1 year from shipping but it took 18 months to arrive adter the purchase. It sat for about 10 months in the crate before I took it out of the box. This is my 4th piece to purchase from grizzly and I didnt have these quality problems with any of the other equipment.

      Business Response

      Date: 11/13/2023

      Upon reviewing your concern, we found the order was placed in February 2022 and shipped in August 2022.  It did encounter delays in shipping due to industry-wide backorder and supply challenges. We want to emphasize our commitment to transparency during the purchasing process. It is important to note that at the time of the online checkout, the stock status of the item was displayed as out of stock.  Despite the backorder delay, we quickly shipped the machine as soon as our facility received the inventory from the factory.  We understand the frustration this may have caused and sincerely apologize for any inconvenience experienced as a result.
      Regarding the damage referenced in this complaint.  Our records indicate that no such issues and/or damage were reported upon the delivery of the machine. We require timely reporting of shipping damage as it is a crucial aspect for us to file a claim with the carrier on your behalf.  We provide a copy of our freight policy and delivery requirements during online checkout and each customer must agree before an order can be completed.  It is unfortunate we are unable to offer assistance for damage reported 14 months after receipt of the machine, as it falls outside our specified reporting window.

      We want to reaffirm each machine is covered by a 1-year manufacturer warranty.  This warranty starts on the date the order ships, which in this instance was August 29, 2022. In fact, as a courtesy, we provided a replacement part outside of this window when we were contacted about a recent concern.  We are disappointed that you feel upset.  We believe we have taken appropriate measures throughout this transaction to keep you informed about delays, our shipping/warranty policies, as well as extended courtesies to replace a part outside of the warranty period in an effort enhance the purchase experience. While we are unable to honor any further warranty claims due to its expiration, we remain committed to supporting you with technical assistance.  Our dedicated support team is available to troubleshoot any issues you may encounter, provide part numbers,and assist with placing orders for any necessary components.
    • Initial Complaint

      Date:09/11/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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.
       
      Complaint: 20587158

      I am rejecting this response because: It offers no resolution to the problem.  No one can tell me how long the parts have been on back order or a firm date they will arrive.  My only option is to wait or buy a new lathe.

      Sincerely,

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

      Business Response

      Date: 09/13/2023

      We understand how crucial it is to have your lathe fully operational, and we're working diligently with our factory to complete the manufacturing of these parts. We acknowledge that the initial timeline provided was not met due to unforeseen circumstances. We are in contact with our suppliers to expedite the shipment, and we will keep you updated on the progress or delays. The expected arrival date for your the kit is set for approximately October 16, 2023. We are committed to ensuring that you receive the necessary parts to get your lathe up and running as soon as possible.
    • Initial Complaint

      Date:08/29/2023

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      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 forgot to include the email with the new price, so it is attached....

      Business Response

      Date: 08/31/2023

      First and foremost, we acknowledge that the purchase price included an error that we were unable to honor. It's important to note that upon placing an order on our platform, all customers agree to our terms and conditions, which include the "Darn It" clause. This clause explicitly states our commitment to accuracy in photography, prices, specifications, and copy. However, unforeseen errors or issues beyond our control can sometimes occur, and for those, we extend our sincerest apologies. Please understand that we retain the right to effect changes, rectify errors, and update prices as necessary.  In this instance, the order was never charged and the customer was immediately contacted prior to completing the order. We genuinely regret any inconvenience this pricing discrepancy *** have caused you. Please be assured that we constantly strive to maintain competitive prices while delivering exceptional value. The moment we identified the error, immediate steps were taken to rectify the pricing discrepancy, thereby preventing further inconvenience to our valued customers.

      In regards to your communication history with us, we have conducted a thorough review and can confirm, based on recorded calls, that no Grizzly employee deliberately disconnected the call. We genuinely apologize for any confusion that *** have arisen from this situation. It's our ongoing commitment to provide courteous and professional service to each customer, and we deeply regret any impression to the contrary. Your feedback is invaluable to us, and we appreciate your patience as we work to improve our processes and ensure that such incidents are minimized in the future. Should you have any further questions or concerns, please don't hesitate to reach out to our customer service team. We are here to assist you in any way we can.

      Customer Answer

      Date: 09/08/2023

      Grizzly Tools is worth $222,500,000 as per last year reported net.

      My order for a dozen sale items was $407, and they refuse to  fulfil it.

      What is wrong with this picture? 

      Customer Answer

      Date: 09/08/2023

      I did respond to the ****** about company response. I told you I do not accept the response from Grizzly Tools as a satisfactory outcome to my issue of not getting any of the items I paid for.
    • Initial Complaint

      Date:07/24/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      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.
       
      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,

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

      Business Response

      Date: 07/25/2023

      We sincerely apologize for the inconvenience caused by our error in sending you the incorrect item. We understand how frustrating it must have been to receive something different from what you had ordered. We acknowledge that our initial response fell short of your expectations. It is always our priority to provide exceptional customer service to each of our valued customers, and we regret that we did not meet this standard in your case. We understand your desire to speak with a member of our management team, and we apologize for the delay in getting back to you on this matter. Rest assured, we are actively working to address this issue internally and will have a one reach out to you today.  To rectify the situation as swiftly as possible, we have already shipped your replacement item through a guaranteed expected shipping service. In fact, the order was processed and shipped yesterday.  Additionally, we e-mailed this information to you so that you would be made aware of the decision. Our team expedited the process, ensuring the replacement was dispatched after you contacted us yesterday. Moreover, to avoid any recurrence, a Manager personally reviewed the replacement item to ensure its accuracy before it was sent out. According to the tracking information, your order is currently in route, and you can expect its arrival on Thursday, July 27th. We hope this helps alleviate some of the disappointment and frustration you experienced. We extend our deepest apologies and appreciate your understanding. We value your patronage and are committed to ensuring you have a positive experience with us moving forward.

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