GraingerReviews of grainger.com

Very Bad, just to proceed an order, it took 4 hours on the phone. Problems with billing, employee had a lot of problems on how to spell a company name and writing a company name properly. Problems on getting a credit for their billing mistake.

This company can improve by making their ads on YouTube go away. YouTube is my only social media. In the last year I have been inundated with W.W. Grainger. A really good company, that offers valuable products and services, does not need to place ad videos. They can rely on their extremely happy customers to tell the world how fantastic they are. Trust Pilot states that Grainger has not responded to customer complaints on this website. I suggest you begin with disgruntled customers.

I ordered replacement parts for our roasting ventilation system thinking it would be a quick pickup, but it turned into a total nightmare. Only half the order was actually at the branch when I arrived, and management flat out refused to release the items unless I paid cash on the spot, completely ignoring our valid business credit line. You simply cannot run a coffee shop when a vendor wastes your travel time during a busy week, messes up your order logs, and blames the customer instead of making it right.

The 1 star is for the customer service rep that was trying to help. Twice I ordered a boltless shelving unit and one extra shelf for our company's warehouse, and twice it was cancelled. I was told the first time the cancellation was due from me not picking up the item within 5 days of the store receiving the item. I was waiting to pick up both at once, so I re-ordered the two items, the customer service rep that took the order said she put a not in the order to hold the items until both were in the store, so that I could pick both up at the same time. I hadn't received any emails regarding shipping updates, so I called to check up, and was just told the order was cancelled again, 3 days after I placed the second order. I should have received an email, of which I did not. After some looking into it, the items were labelled hazardous, and the Las Vegas store will not accept them, oh and that cancellation code does not send an automatic email to the customer, so I'm left in the dark. She asked if I would accept shipping to our warehouse, and I said yes, if you will cover the shipping costs. She said she tried, and the higher up said they cannot do that. So now I am needing to pay over $200 in shipping. I said I own a business, and when we mess up, we make it right with the customer, to retain that customer, and shipping costs can be deducted on your taxes. They are choosing not to make this right. She apologized and wished she could do more, and now I have to find a company other than Uline, and Grainger for our warehouse needs. Good, ethical businesses are dying off to businesses that don't care about the consumer. That will be the last time I order from Grainger.

I had a deeply disappointing experience at Grainger Branch #530 in Elizabeth, NJ on May 27, 2026. I placed an order for two Milwaukee tool kits through Grainger customer service and received an email confirmation stating the order was ready for pickup. After driving approximately 40 minutes to the branch, I was told by store employees that management would not release my order unless I paid again by cash or card, despite the fact that customer service and Grainger’s credit department later confirmed my account and available credit line were valid and sufficient. Even after I returned to the counter with Grainger customer service on speakerphone confirming there was no issue with my account, the branch still refused to release the merchandise and told me I would need to return another day. The interaction left me feeling humiliated, profiled, and unfairly treated as a customer. I have since filed a formal corporate complaint regarding the incident. I hope Grainger takes situations like this seriously and improves how customers are treated moving forward.

In a way it is kinda sad. I have been doing business with Grainger for nearly 30 years. Now they seem to have lost their focus on the customer. Recently needed an item quickly and search led me to Grainger since they would have it available to pick up the next day. Price a little high but availability what I needed. Order and confirmation email said by 10:30 the next day. Drove 20 miles to pick up and only half of order there. So we are left unable to service our customer in addition to being put out with time wasted on travel. On checking email later found message saying only part of order would be available. Apparently management now believes they are dealing with 14 year old girls that check their email every 15 minutes rather than working folks. Good service would be a text saying order had been altered from what was promised so I could make other arrangements. We all carry our phones. Not that hard to do if you are thinking about servicing the customer. This is just complete failure to focus on the customer. There are other options which I will use in the future. Company needs management that actually knows what it is like to work for a living.

I wanted to place an order online, as I do frequently. It was likely going to be a one-time purchase, and the only reason I chose Grainger because it was recommended by the artificial intelligence tool. When I was placing the order, I got a message "Credit card declined", and no way to proceed any further. I tried three different cards, none of them work. I then called the bank and asked to verify if it was something on their end - they said no. After that, I submitted a support ticket, which was responded a couple of days later (my order placement ordeal happened on a weekend, so it was understandable). At that point I had already bought the same thing from a leading e-commerce company, because they never declined my credit card. Even though it costed me more, and the shipping time was longer. But I kept getting emails from support, so I decided to give them another chance. I called them, was initially offered to complete the order over the phone - politely declined that, because the intent was to do it online, without having to spell every single word. I eventually got transferred to web support team - which suggested using a different browser or computer. At that point I thought that I had enough. Someday companies like Grainger may question: how did it happen that they lost competition to bigger companies. Well, I think my experience is the answer. It is 2026, and if you don't invest enough in your online presence, if you make customers call you within certain work hours - instead of letting them shop when it's convenient for them. You should blame yourself and yourself only.

My company is large and orders a lot of material from Grainger. I for one have been waiting on an order for 3 weeks and is supposedly in transit. Every time I call Grainger, they tell they will contact the shipper and get right back to me. They never call me back although I call them every day. I WILL NEVER ORDER FROM GRAINGER AGAIN . MCMASTER CARR IS A WAY BETTER OPTION. GRAINGER IS HORRIBLE