What You Need To Know Before Buying Tools From Zoro

Finding the best deals on power tools doesn't have to be difficult. Sometimes, all it takes is a bit of research and an ounce of luck. If you've already done some comparison shopping, you might have stumbled over an online store called Zoro. At first glance, it looks like a playground for DIYers, featuring over one million tools plus thousands of other products at fair prices. But can you really trust it?

For starters, you should know that Zoro Tools, Inc. is a subsidiary of Grainger, which has been recognized by Fortune magazine as one of the 100 Best Companies to Work for in 2023. "Zoro is a special place. We are passionate about delivering a differentiated experience for our business customers, and thanks to the great talent at Zoro, I believe the best is yet to come," said Zoro's president, Sandy Mattinson, in a 2023 press release.

Founded in 2011, the company started out as an online store with around 180,000 products. In 2022, its customers had access to a staggering 11 million products, from electronics and power tools to furniture. It's also worth mentioning that Zoro carries trusted brands like Kipp, Bosch, Makita, Tekton, and Micro 100. On the downside, it has close to 260 negative reviews on Trustpilot alone.

Zoro offers millions of products, but the customer service could be better

With its user-friendly navigation menu, Zoro makes it easier to find the tools you need for your DIY projects. Customers can search by product name, shop by category, or click a button to see the latest deals. Then there's the option to filter the results by brand, price, and very specific criteria like drill bit grouping, tap grouping, or clamp type. You can also select two or more tools and compare them side-by-side.

The store also features some of the best power tools on the market. For example, you can order masonry drill sets from Bosch, grinders from DeWalt or Milwaukee Tool, heat guns from Makita or Westward, and everything in between. Not sure what to choose? Check out the reviews on product pages to see how other customers feel about the tools you're interested in.

Speaking of reviews, Zoro got backlash from buyers on Trustpilot, the Better Business Bureau (BBB), and Sitejabber. Most shoppers complain about the customer service, saying their orders got canceled, delayed, or mixed up. "They advertise products they do not have," according to a Sitejabber user. Another one added, "[T]hey seem to just care about getting the initial purchase, not on following up and actually delivering, or offering any customer service." Others claim it's virtually impossible to make a return or get a refund if something goes wrong with your order.

Shipping is free for all orders over $50

One explanation for all those negative reviews is that Zoro doesn't update its inventory levels in real-time. The store sells millions of products, and its inventory management simply can't keep up. With that in mind, it's a good idea to contact customer service and inquire about product availability before ordering.

Leaving this aspect aside, Zoro offers some perks to make your shopping experience easier. For example, customers get free standard ground shipping in the U.S. for all orders over $50. If your order is less than $50, you'll pay only $5 for delivery. Plus, you can opt for expedited or same-day shipping for an extra fee. As far as returns go, you have 30 days to send your order back. This service is free if you call customer service in advance to request a return authorization number. Otherwise, you'll have to pay a 15% processing fee.

At Zoro, you'll find all the tools every homeowner should have — and the prices are more than reasonable. But even so, shopping there is hit-or-miss. "I've bought countless things from Zoro and never had a problem," said someone on Reddit. "Probably spent close to 50k over the past 10 years there for stuff around the house/garage," they added. However, the user who started the thread claimed that his order was "canceled for no reason." What's more, he still didn't solve the problem after going back and forth with the customer service team.