Complaints

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• Initial Complaint

  Date:09/26/2022

  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 ordered 2 - 6 gallon boxes of oil from this companies website. This company kept the order in place until the day of scheduled pickup then cancelled the order. There was no option to wait till future delivery or any email explaining the issue. I would have not made this complaint except they still have the item on their website and are selling it at a higher price. I believe they only wanted to collect my financial and contact information.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 12, 2022/10/28) */
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  As a follow-up to our recent conversation, I wanted to confirm the following information with you as I've continued my factfinding subsequent to yesterday's telephone call. As I indicated when we spoke, I've learned that the individual in question was not a registered existing customer of Grainger, but rather was an on-line / internet 'courtesy transaction purchaser' who placed his order through our Call Center in ****************
  
  At the time of the original 'on line' transaction (********* 2022), this same individual wanted to purchase 2 different products or items. Based upon geography and the purchaser's address, the transaction was routed to a sister Branch facility located in ********, **. As the ******** Branch had neither item in stock at the time, both items were placed on backorder while awaiting shipment and receipt by the local Branch facility.
  Based upon the fact that neither item has yet to be received from the product's manufacturer, inquiry was recently made as to both order status and anticipated timing for receipt. It was only through this particular inquiry that Grainger learned for the first time that the manufacturer has elected to discontinue its production of both products and is currently advising its' customers that neither of these items are available to Grainger or for that matter to any other active customer of the manufacturer who might want to order these same 2 products.
  
  Please know, after yesterday's call, I attempted to reach out to the person who placed the ********* order to advise them of the manufacturer's discontinuation of the 2 products in question. In using the contact information telephone number that was provided to us I got a recording indicating the number was no longer in service.
  With reference to the questions associated with product price, had the item not been discontinued and had it at some point arrived at the ******** Branch, the individual purchaser would have been charged the price referenced at the time of the original ********* transaction.
  Thank you for spending time with me yesterday to walk through the facts surrounding this issue and any confusion over our correct mailing address. Please send your Office's notice of file closure to my attention at the below referenced address.
  
  Sincerely,
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