Every review we hold for the Newbury office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotTwo small LED bulbs
On November 5, 2021, I went to their Folcroft, PA location driving from Collegeville. I was there to pick-up an on-line order of two small LED Bulbs. This was my first time at this location or to buy from Grainger.I had ordered the bulbs like the day before and they were ready for pick-up the morning after! The bulbs packaging was clean and in new perfect condition,The staff member who waited on me and retrieved the bulbs could not have been nicer or more professional.Grainer, I will be keeping you in mind for future project items!
John · 8 November 2021
★★★★★ 1/5
TrustpilotPoor service,false advertising,dont care about customers,lack of communication,They had cust service reps lied to me,They would not make it right,very misleading,im done with this Co.
Misleading ads,wont honor order that was their mistake,lack of communication within Co,Very poor customer service.
Marc · 4 September 2025
★★★★★ 1/5
TrustpilotI wish I could give this company ZERO…
I wish I could give this company ZERO stars. I have never left a review on a company before, this is my first. I placed an order for a machine that I needed to be delivered by a certain date and the expected delivery date was a week ahead of when I needed it. I called repeatedly asking for updates on the delivery to make sure it would arrive on time and every time they said "everything looks good and it should arrive by the scheduled dates. The delivery dates came and went and nothing arrived. I finally got them to tell me 2 days before my deadline that the item is out of stock (it wasn't out of stock when I bought it or the weeks after when I was waiting for it). I then had to cancel the order and scramble around to rush ship it from another vendor. I had to pay double the price for expedited shipping of the 650lb machine. To add insult to injury, grainger never processed the canellation and I was just charged the $4,000 for the machine and recieved an email saying it will be delivered in a MONTH! ON TOP OF ALL OF THIS! They are telling me it is too late to cancel my order (THE ORDER I ALREADY CANCELLED but THEY failed to cancel) and that I have to wait until the machine arrives, then refuse the delivery and when they get it back THEN they can refund me for this machine...This is just aweful.
Chris · 1 September 2021
★★★★★ 1/5
TrustpilotBeen a Grager customer for 40 years or…
Been a Grager customer for 40 years or better, but like the rest of this woke country, I can’t just walk in, look up a part and make a purchase anymore.I have to have an account. Ok I have other places I can purchase from, since they no longer want my business.
Buck · 1 April 2024
★★★★★ 2/5
TrustpilotNot impressed
Unless you are 100 percent sure you're ordering what you need and want, don't buy from them. The return policy is not with the times and the customer service representative was not very professional in an emailed response. This was due to having to return a product to the Edmonton location when located in BC, yet there is a Grainger in Vancouver that could also take the return.
John · 21 February 2023
★★★★★ 1/5
TrustpilotDisappointed
I ordered Trim LOK edging from Grainger in January 2021 to apply to the edge of sheet metal in my carport. A Grainger representative provided me with the correct size of Trim LOK to order based on the sheet metal thickness. My contractor recently applied the product, but it does not stay firmly in place. I contacted the company to ask what kind of glue I could use to hold the edging in place and they advised me not to use glue. I was told I needed a smaller size edging, which they do not carry. I asked about a refund, but they will not provide one. I paid over $50 for a product the company representative assured me was the correct size for my project and I still don't have the right product.
Kathy · 31 July 2021
★★★★★ 1/5
TrustpilotWe had a tennesco tire rack delivered…
We had a tennesco tire rack delivered very weak and cheaply built can’t even put the amount of tires on it because it’s bowing shipping was like a train wreck but accepted and all pieces there I would not suggest buying this product Called grainger they offered a new one never received
Monica · 24 March 2024
★★★★★ 1/5
TrustpilotShipment and customer service don't communicate and don't know what they're doing
I thought I placed an order for sample bottles online, but never received a confirmation. Later that day I called the company to confirm if my order went through, but the customer service representative said it did not go through. So I placed a 2nd online order for the same bottles - that confirmation came through to my email right away.A couple days later, the shipment of bottles arrived. The next day, a SECOND shipment of bottles arrived - clearly my first order had gone through. I called Grainger again to confirm I hadn't been charged - the customer representative confirmed to me that I hadn't been charged, and he even told me that I could keep the 2nd set of bottles, free of charge!I then got my credit card statement, showing that I had indeed been charged twice. I called Grainger explaining the above situation, but this customer service representative said that I needed to return the entire 2nd shipment, even though I'd started using the items already, and that the company had made multiple mistakes to get to this point. After explaining this to the representative, she again told me that I had no choice but to return the items - terrible of Grainger to go back on their word to their customer...very bad customer service.She then sent me a UPS label to put on the shipment to return it, but they sent the shipment to me in 2 boxes! So I had to reach out to them AGAIN to tell them I needed a 2nd UPS label to return the items in the original boxes they used. The number of errors and oversights made in this one single transaction is astounding. I will never use this company again and highly encourage others to look elsewhere for their purchasing needs so as to avoid unnecessary frustrations.
Devon · 6 July 2021
★★★★★ 1/5
TrustpilotBeware of misleading "delivery date".
I placed an order on their website on May 25th. Their system took my order with a promised date of June 8th. I chatted with them on their website on June 8th and was told an estimated arrival of 16th. That didn't happen. I chatted back and was promised June 26th. That didn't happen either. I finally chatted with them today June 29th and canceled my order. Their chat service is great but their promised dates are not reliable and misleading.
Shahriar · 29 June 2021
★★★★★ 1/5
TrustpilotSent us used equipment
Our company ordered two wire reel carts from Grainger. The first one showed up missing a small part and looking like it went through World War III.We contacted them and they said to not reutrn it, but just keep it.They sent us two more replacement carts and they were in the same condition - well used.We are dealing with them now.
Joe · 22 August 2023
★★★★★ 1/5
TrustpilotItem Unavailable
I ordered a clearance item online for in store pickup. When I arrived at the store it had not been delivered, the order was canceled and it was no longer available.
Pete · 19 February 2025
★★★★★ 1/5
TrustpilotScrap Metal
Individually, the people working at my local store (Fort Collins, CO) were okay, but overall my experience was disappointing and frustrating and I will not be using this company for anything in the future. I ordered a new shed. The box on arrival was beat to hell. I was assured that the product had been looked over and everything was included and in good condition. The white nylon strips around the box were still intact, so it could not have been more than a cursory examination, but whatever, I needed a shed. When we got the box home and unpacked it, the corners of all the wall pieces were significantly bent and there was no hardware included. When I went back and complained, I was assured they would send a brand new one which would arrive within a week. When I asked what I should do with the damaged original one, I was told it was mine to do with as I pleased, as if a damaged shed I have no way to put together was some sort of consolation prize. A week later, the replacement shed had not arrived, and I was told now that they were back ordered until late August. I canceled the order then and there. They refunded my money, but I still don't have a shed, and still have a pile scrap metal I'm likely going to have to pay to get rid of. No one I spoke to seemed surprised at any of this, nor did they offer any further help. I have a hunch, though I cannot prove it, that the original product I received was already damaged but in order to fill the order and get the customer out of their hair, they sent it anyway. At least my gut feeling is it would not be out of the realm of possibility. Their philosophy seems to be to take as little responsibility for anything as possible.
Kelvin · 11 June 2021
★★★★★ 1/5
TrustpilotTotal scam artists
Total scam artists. Shipped me a single shelf while the photo description was a double story shelf. When complained , they accepted that photo is not of the same product and that i should not have relied on the photo description but on the detailed text description . Now for return i need to ship at my own cost and refund time is not guaranteed.
Many · 17 April 2023
★★★★★ 1/5
TrustpilotWaste of time and money
Placed a order like everyone else, paid 30 dollars to have it by Thursday which didn’t happen, was told it will be here Friday which didn’t happen as well, then they told me Monday it will be delivered so I request my 30 dollars back for failing to deliver on the promised date and they told me to kick rocks. If your running a business and need things from them on a timely manner DONT DO IT.. it will end up costing you money and looking like a fool to your clients
CHI · 17 May 2021
★★★★★ 1/5
TrustpilotGrainger cannot deliver to their commitments.
Seems my experience with grainger is very similar to the rest of the folks on here. I put in an order, I checked multiple times on status of the order by visiting and calling in (no online option for checking). After the expected delivery date came and passed, I get an email that my order was cancelled. If the company can’t honor orders to the level shown in this review, they should change their business. I was expecting this order for work and this puts my own income at risk. I will NEVER order from them because they simply can’t be trusted to deliver and don’t care enough about their customers to explain what is going on on their side.
Michael · 16 May 2021
★★★★★ 1/5
TrustpilotShop elsewhere, terrible experience…
One of the worst customer experiences I have endured. I ordered a product and was provided a delivery date weeks into the future. I called Grainger to confirm the delivery date one week before delivery. The item was not delivered as expected. The day AFTER scheduled delivery, Grainger sent an email that the item is on backorder. I contacted Grainger to cancel the order and was advised that their vendor wasn't open to confirm cancellation. I PLACED THE ORDER WITH and MY CREDIT CARD WAS CHARGED BY GRAINGER, but it is my issue that their vendor isn't open to process a cancellation? A truly pathetic display of customer service bordering on fraud.
Laurie · 16 April 2021
★★★★★ 1/5
TrustpilotLousy Service, kids at counter couldn't care less.
Went to store in St. Paul. Stood there for 10 minutes and finally a guy said, "I will be right back." Ten minutes later the guy comes back, walks past me and helps a woman in the pickup line who came in 15 min after me. I own a control panel shop that makes thousands of control panels per year and don't have 20min to waste for nothing. I walked out and went to Graybar a few blocks away. I had two people offer to help me before I even got to the counter.
John · 23 March 2021
★★★★★ 1/5
TrustpilotWaste of my time
I made an order with Grainger in early December. On Feb the 23rd i got an email stating that they could not fulfill the order. I ordered to Milwaulkee batteries that were on sale. I called customer service and they reported that there was nothing that they could do. This is a big company, there is plenty they can do. They just choose not to. I strongly encourage you to use some other trusted company that is know to stand behind there word and character. I will never order another thing from Grainger again. Grainger has a lot to learn in taking are of its customers.
Thomas · 24 February 2021
★★★★★ 1/5
TrustpilotUnprofessional, unethical, unacceptable. NEVER AGAIN!
I ordered 2 steel doors over 3 weeks ago and was told that delivery was January 27. Then the following day I received an updated delivery date for the 29. Then I realized the an additional un-announced amount came out of my account, only to be told over the phone tonight that the doors are in back order and won't ship before Feb. 11. When I told them that I should've been told and given an option to cancel much earlier, the smart person over the phone asked me if I wanted to cancel the order - two days before the initial delivery date. I am in the middle of a construction project now. I will incur huge delays and financial loss just because Grainger decided to delay my order without informing me early in the game. This is unprofessional, unethical, unacceptable. Never again!
Kimmy · 28 January 2021
★★★★★ 1/5
TrustpilotNot sending included items
Ordered a few items that listed that it included hose with it. Never received the hose. Called the tech support and was just told they would never include hose at that price and it was just an error and I was out of luck. The tech support guy they forwarded me to was smug about it and it just pissed me off
Russ · 23 May 2023
★★★★★ 5/5
TrustpilotPerfectly protected for shipping
Ordered glass petri dishes and they arrived in one day, and were packaged amazingly well. I am beyond pleased with the effort they put into this packaging. I have ordered from other places in the past and they arrived broken. These would have had to have been smashed with a hammer to break . Each petri dish was individually wrapped for maximum protection, then all surrounded in another layer, placed in a box with more protection around it, inside another box. Perfect. Thank you so much.
XBlackLogic · 2 October 2020
★★★★★ 1/5
TrustpilotWrong parts sent, Grainger doesn't seem to care.
I ordered a number of retaining rings from Grainger. After carefully reviewing the description and verifying the picture showed what I needed, I ordered a bag of retaining rings for a one inch shaft.The product I received did not match the description or picture. I was sent internal retainging rings, not external. Everything else matched the Grainger information. The bag merely had the wrong part.I contacted Grainger and they first told me to contact the manufacturer. After letting them know that I ordered from them in good faith and expect the parts I ordered, Grainger looked into it. The answer I received was that everything was right except the picture. After attaching a page from a competitor showing the same description and the same picture (but a different manufacturer) to prove there was not an error with the description, everything went quiet from Grainger. I'm just going to write off the cost of the worthless parts that were sent.
Ampersandrascott · 19 June 2020
★★★★★ 1/5
TrustpilotIf you wanted a L.H.WingNut
If you wanted a L.H.WingNut, Wal Mart and WW Grainger would show to have them. SURE. Now if you if you still have account from Grainger you will find they don,t have it in stock but can ship it to you. Now if you ever receive this part it cost more for shipping than the part cost. When you look at the part you will find it was MADE IN CHINA You just paid LIST+ with AMERICAN DOLLAR for some CHINA junk. You want some Taper Pin @$6.95 wt 6oz. and Grainger will charge you a $12.95 Shipping Fee and have no information where your parts are. You can't even call your RETAIL+BRANCH anymore. You should throw you Grainger BOOK at and get a MSC one. They have More US made parts at a much better price.
Don · 16 May 2020
★★★★★ 2/5
TrustpilotNet 30 Issues - cleared my cart & canceled my order
I set up a Net 30 with them and was told that my business was approved for a certain credit limit amount. I even had a rep walk me through setting up the Net 30 in My Account Payments. I used the Net 30 account to invoice my order. 5 days later after not receiving an invoice, I logged into my account to find that they removed my Net 30 account, canceled my order and even cleared my cart. Spoke to customer service and they first couldn't find a record for 10 minutes. When they finally found it, they said I was declined...I confirmed that it was their practice to tell businesses that they are approved (not conditionally approved but approved), help them set up the Net 30 account as a Payment Method, purchase items in cart, decline them after without advising them, cancel their order and then clear their carts. Very disappointed in the credit system they have. Outside of telling me I was approved and then declining me, the customer service was ok. That's why I gave 2 stars, it's more with their poor practices that I have an issue with. I can understand being declined, just not being told that I am approved and then declining later without notice or explanation.
Ex-customer · 7 May 2020
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
