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Business Profile

Electric Tools

W.W. Grainger, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

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

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W.W. Grainger, Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 8 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:10/03/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 am a private house renter and got permission from the landlord to order a ******** natural gas room heater model; ******* A from the Grainger.com website. I ordered the heater on September 26, 2023, the heater was shipped out on September 27, 2023, and was delivered to my front porch on September 30, 2023. the total cost of the ******** heater was $1,755.00. The box was not damaged in any way, but after unboxing the heater, I found four (4) dents and one dent was worse than the other 3 dents. I called the Grainger website service line to make a complaint, and this is basically what I was told on the phone by an associate; After a replacement order is made, I will send back the damaged heater when I receive the new heater. I will have to pay for the total shipment of $1,755.00 using my debit card again, and when the damaged heater gets to the warehouse I will get a refund of $1,755.00 deposited into my bank. I think this is unfair, as I should just get a replacement heater, and have to pay again! I do not have that kind of money, and I am a retired 66-year-old man on a fixed income! The damaged heater is on them, I'm not the one responsible for the damage. I think I should get a replacement with no charge or just get a refund, and keep the dented up heater! I was talked to like I was stupid! Grainger is a low-class company, and they do not have my back!

      Business Response

      Date: 10/16/2023

      Please see attached response letter and supporting documentation relating to Better Business Bureau Complaint ID #********.  

    • Initial Complaint

      Date:08/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 8/28/2021 I purchased Item #: 5DVR8 (downblast vent direct drive roof exhaust fan) from Grainger in Maspeth, **. Within 2 years time (8/21/2023), the fan has stopped running. I spoke to Grainger in Maspeth and was told the one year warranty has expired, I could replace the motor for $290.30 or purchase a new fan for $672.65. Grainger in Maspeth also informed me that the fan should not have stopped working in two years time. These fans last at least 10 years. I called W.W. Grainger, Inc. who makes and/or distributes these products and was given Green **** Fan Corporation's troubleshooting number to call. this phone call was of no help at all. The cost of the fan purchased on 8/28/2021 was $671.92 and it did not last 2 years. Grainger did not offer a discount on aa new motor or new fan to replace the defective product they sold me. I'd like for purchasers of Grainger products to be aware of the defective products they are selling their customers and how you will need to replace their high priced products in a short amount of time.

      Business Response

      Date: 09/04/2023

      Please see attached letter and supporting documentation in response to BBB Complaint ID ********. 

      Customer Answer

      Date: 09/10/2023

       
      Complaint: 20501742

      I am rejecting this response because: (1) Grainger is the nation's leading distributor of used/refurbished goods that, *************, they resell to other customers like me. (I purchased the exact same fan in 2017 and it did not work. Grainger told me to discard the item and come pick up another one. This was a waste of my time and money because I had to pay the installer for putting in the fan that did not work and the new one that didn't last 4 years. 2) The product is a ****** Exhaust Ventilator not a Greenheck. (3) Even if the one year warranty has expired, I asked Grainger for a discount on the motor and/or a newly purchased Dayton exhaust Fan and was told NO. (4) Yes, I spoke with ******, a Grainger **************** representative for about 10 1/2 minutes and we went back and forth about the one year warranty and my receiving a discount but got nowhere. The representative would not admit that their products were inferior and that I have received from Grainger inferior goods since 2017. The fan is supposed to work at least 10 years as per Grainger's technical person. I did not purposely hang up; that was an accident but why stay on the phone when we were getting nowhere. 

      Sincerely,

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

      Business Response

      Date: 09/19/2023

      Please see attached letter regarding Complaint ID ********.  

      Customer Answer

      Date: 09/20/2023

       
      Complaint: 20501742

      I am rejecting this response because: I do not accept W.W. Grainger's response to my complaint. They refuse to take responsibility for the defective/refurbished equipment they sell. I will NEVER purchase any equipment from W.W. Grainger because of its defective/refurbished sale of their goods. Thank you for taking me off of your email string.

      Thank you to the BBB for your help. It made a difference and I would appreciate your keeping my complaint linked to W.W. Grainger on your website for others to see.

      Sincerely,

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

    • Initial Complaint

      Date:06/30/2023

      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.
      On May 31st we purchased nine (9) motors from W.W. Grainger. These motors were purchased solely based on the advice of their product specialist as the motors that we wanted to use are no longer manufactured. Seven out of the *********** fit the application. Two motors did not come close to fitting. I called W.W. Grainger on two occasions attempting to return the two motors and I was told that we had to return ALL *********** to get a refund for the two motors. This is a ridiculous request. I am not about to have my men uninstall seven motors. The two motors that I want to return have never been unpacked and they are in perfect condition. I feel theres absolutely no reason why W.W. Grainger should not refund the money for the two motors since it was purchased solely based on the information supplied to us by them. I am attaching a copy of the invoice for your use.

      Business Response

      Date: 07/10/2023

      Please see attached letter in response to Complaint ID # ********.  

      Customer Answer

      Date: 07/10/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:05/16/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order **********, a refrigerant 4-Valve manifold came damaged in shipping. The charging port would not open. It was seized. Furthermore, Grainger claimed to inspect before shipping, but only placed the manifold in a box. Grainger also claimed that the hoses were low loss, but are not. That is deceptive advertising. Next, I returned the manifold to the ********** Kinkos, another cost, and never received a return credit. Grainger customer support kept hanging up the phone: I finally spoke with a representative, who dodged and deflected the issue. I reported Grainger to the **** and am in process of filing criminal charges against the ****** Street location, the representative, and all parties for theft and conspiracy to commit fraud, and other charges. Im also contacting my representatives to see if they can investigate and have this company removed from ********. Grainger steals money, and hires people to defend them. I am requesting a refund, and giving the company a day before I file criminal charges.

      Business Response

      Date: 05/19/2023

      Please see attached letter in response to this complaint. 

    • Initial Complaint

      Date:04/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      SDFFSD

      Business Response

      Date: 04/25/2023

      Please see attached response. 

    • Initial Complaint

      Date:03/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      There is a problem

      Business Response

      Date: 03/27/2023

      Please see attached letter in response to Complaint #********.

    • Initial Complaint

      Date:09/01/2022

      Type:Order Issues
      Status:
      Answered
      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 been trying to resolve this issues with Grainger for the past year. Grainger Account ********* XPRESS ****************** has a balance that I did not caused because I did not purchased anything with this company. I called Grainger several times and requested a dispute process an Grainger is refusing to start the dispute process as required. Grainger referred this unauthorized account to a collection agency and instead of investigating and send me the result as I requested they are referring me to the collection agency that is harassing me and violating my rights.

      Business Response

      Date: 09/06/2022

      Thank you for contacting Grainger regarding this matter.  We are looking into the matter and will respond shortly.

    W.W. Grainger, Inc. is NOT a BBB Accredited Business.

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