GraingerReviews of grainger.com

I don't normally shop at Grainger but I found a particular item that I needed the next day they had it in stock so I ordered it for curbside pickup. I get to Grainger location on West 16th Street in Indianapolis. I can't see any way to visibly check in for the curbside. So I call what I thought was the store and end up getting routed to an 800 number like so many businesses do. Annoying by the way. Then as I'm on hold I went and signed into my account and found there was a way to check in there so while I wasn't hold with the first lady helping me I went ahead and checked in and it said someone would be out shortly I waited for 10 more minutes so I'm multiple customers going in and out and then there was no one in the parking lot and still no one coming out. I also would like to point out that the 800 customer service who tried to be helpful they couldn't get the store to respond neither. So I called back to customer service and at that point was very frustrated because I've been there for probably a total of a half hour and at that point I just said cancel the order. So my opinion some of the worst customer service I've had in a long time anywhere. Definitely will not be coming back to this place for anything.

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.

Ordered a specific DeWalt combo kit that was sold out everywhere else locally. Shipping was surprisingly fast and got here in two days. The box was a little banged up on the corner but the tools inside were perfectly fine. Customer service actually picked up the phone right away when I called to confirm the warranty info. Solid experience overall

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.