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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The order process is fine and the product was very good. However the return process is a nightmare. I did order the wrong size and immediately ordered a bigger size. I requested a return of the o... See more
Company replied
All good, no problems with Zoro or the item. However, courier could have posted through the door which it could have done.
Company replied
I have flagged problems (politely, via phone and email) with Zoro’s shopping cart, checkout and quotation facility several times over the last two years, but little ever seemed to be done to recti... See more
Company replied
Company details
Information provided by various external sources
We offer an easy & innovative experience for customers to find and buy what they need in our wide range of products, for a fair price, underpinned by great service. Zoro makes it quick and easy for all industries, professions and trades to get the tools and equipment they need.Zoro's extensive range of over 100, 000 products includes everything from power tools and chemicals to personal protective equipment, from all the leading brands, with many items available for next day delivery. Zoro offers a great delivery service, superior customer service, super competitive prices and a wide range of products all available under one roof. The Zoro brand was launched in the US 2011 and is part of the Grainger family which includes W.W. Grainger, Inc., with 2016 sales of $10.1 billion, is North America's leading broad line supplier of maintenance, repair and operating products, with operations also in Asia, Europe and Latin America.
Contact info
65 Chartwell Drive, LE18 2FS, Leicester, United Kingdom
- 0800 009 6761
- support@zoro.co.uk
- zoro.co.uk
3.4
Average
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 50% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Scam company?
Scam company?
Ordered some lights, 11 days later after many phone calls and emails ( no response) the company advised me the lights were out of stock ! Shocking service.. scam company?
3 December 2024
Unprompted review
Reply from Zoro UK
Good morning
Firstly, thank you for taking the time to send us your feedback in relation to your recent experience with us. It is only with these reviews/feedback that we are aware of when things don't go as planned and we can look into putting things right.
I am sorry to hear that this experience hasn't been as positive as it should have been; this is not the level of service that we expect for our customers.
I will happily contact you to discuss this should you wish.
Kind regards
Helen@Zoro
Good customer service overall
*update* Thank you for offering me a refund and to keep the screwdriver. I’m happy to put it down as a misunderstanding with the google image. Delivery of the one screwdriver was good and you have been quick to deal with my issue. I have updated the review to reflect this.
If you google Facom Screwdriver set you get Zoro offering a ‘5 piece set’ at a great price. Then you buy it and one single screwdriver arrives. I’ve screenshotted the page where it shows 5 drivers with 5-pc set under it. Ended up paying £20 for a big daft screwdriver I probably won’t use.
3 December 2024
Unprompted review
Reply from Zoro UK
Good afternoon
Firstly, thank you for taking the time to send us your feedback in relation to your recent order.
I am sorry to hear that you have not received the item you were expecting. I can see how the image on our website would be misleading, showing a set of screwdrivers as opposed to just a single item. Thank you for bringing this to our attention.
We are now in the process of having this image updated in order that there is no further confusion for our customers.
I am aware that a colleague of mine has tried to call you to discuss this, but as you weren't available, left a short message and has since emailed you with what we hope is a suitable resolution.
Kind regards
Helen@Zoro
First Class service
Easy to use website. Good selection of products. Sensible prices. Quick delivery and suitably packed.
22 November 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to send us your feedback in relation to your recent experience shopping with us.
I am pleased to hear that you are happy with all aspects of your order journey.
Kind regards
Helen@Zoro
Absolutely shocking
Absolutely shocking, ordered coving. Had limited communication re. shipping information, had to chase multiple times to receive any response and kept on being told it had been delayed in the warehouse. 3 weeks after ordering we have just had a notification from our bank that the payment has been refunded but again no information from the company to let us know our order has been cancelled
28 November 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to share your feedback about your recent experience with us. I’m truly sorry to hear that we fell short of providing the level of service you rightfully expect and deserve.
If an order was being cancelled and a refund issued, we should have taken the initiative to contact you directly to inform you. It’s disappointing to know that this courtesy was missed on our part.
Please accept my sincere apologies for the inconvenience caused, both by the delay and by the lack of communication regarding the cancellation and refund process. This is certainly not the standard of service we strive to deliver.
We value your feedback and will use it to improve our processes going forward. If there’s anything further I can do to assist, please don’t hesitate to let me know.
Kind regards
Helen@Zoro
Reply from Zoro UK
Good morning
Thank you for taking the time to send us your feedback.
I am pleased to hear that you are happy with our efficient delivery.
Kind regards
Helen@Zoro
Ordered a pair of sketches slip in…
Ordered a pair of sketches slip in safety shoes they was cheaper than any where else. I was a bit worried as never ordered from zoro before. But they came quick & are great. Thank you
22 November 2024
Unprompted review
Reply from Zoro UK
Good Afternoon
Thank you for taking the time to send us your review/feedback in relation to your recent experience with us.
I am pleased to hear that you are satisfied both with the efficiency of the delivery and the quality of the item purchased, for a great price.
Kind regards
Christine@Zoro
Disgraceful delivery and customer service
Placed an order for a lamp and a bulb on the 30th of September. Bulb arrived with no issues.
Lamp was supposed to arrive by 9th of October. They charged our credit card but the item didn't arrive.
We contacted customer service on the 10th. They replied back on the 14th saying that there was an issue with customs. From that moment, every time we asked they said they were "looking into your enquiry". They never gave us an update and on the 25th (15 days after the expected delivery date) DPD told us that the item was collected, which wasn't the case. We contacted Zoro again and they told us that the item had been returned to their warehouse.
We ordered a replacement on the 29th of October and received a new email of the 31st: the new delivery date was going to be 11th of November.
Well, today it is the 13th of November and we don't even have a tracking number yet. It is taking more than 6 weeks to receive this lamp even if they have charged us.
This is totally disrespectful and unacceptable.
Zoro is owned by Grainger (a US company) and it turns out that I have sporadic meetings with their management team. Looking at the bad reviews on trustpilot, I don't think investors will have a good opinion on this business.
EDIT:
Today is 21st November, so full 7 days since I wrote this review. Still haven't received the lamp nor the tracking number and Zoro knows nothing. At this stage this feels like a prank
13 November 2024
Unprompted review
Reply from Zoro UK
Good afternoon
Firstly, thank you for taking the time to send us your feedback/review in relation to your recent order/s.
I would like to take this opportunity to apologise for the poor service you have received from us; for the original order not arriving and then for the replacement order still not having been delivered, even though you were advised that it should have been with you on the 11th.
I have been looking into this already today, but unfortunately have still not received any tracking information from the warehouse; but want you to know that I am actively pursuing updates.
As soon as I have any updates, I will give you a call in order to discuss this, and hopefully have a positive update.
Kind regards
Helen@Zoro
Ordered a dewalt angle grinder at a…
Ordered a dewalt angle grinder at a good price did take about a week to come but all delivered in good condition and it works perfect
29 September 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to send us your feedback in relation to your recent experience with us.
Some items, like the grinder you ordered, are not on a next-day delivery option as we order some goods in as customers place orders.
I am glad to hear that it arrived in good condition and working well.
Kind regards
Helen@Zoro
Super quick delivery and quality…
Super quick delivery and quality product!
7 November 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to send us your review/feedback in relation to your recent experience with us.
I am pleased to hear that you are satisfied both with the efficiency of the delivery and the quality of the item purchased.
Kind regards
Helen@Zoro
Order not fulfilled, appalling customer service
I ordered a fluorescent bulb on Weds 16 October, with estimated delivery date of Weds 23 October. I heard nothing and chased on Weds 30 October. I got a reply on Thurs 31 Oct saying that the 'goods are showing as dispatched and delivered'. They rang later that day to allege that the bulb had been actually damaged in transit. They offered me the choice of sending another bulb or refunding me. They explicitly confirmed that they had the bulb in stock and that they would dispatch it by Fri 1 Nov at the latest, so I would have it by Monday 4 Nov at the latest. They promised to inform me of dispatch and provide tracking info.
I received confirmation of the 'new order' with estimated delivery date of 8 Nov. I queried this on 2 Nov and asked that they dispatch the bulb and provide tracking info as a matter of urgency. On Tues 5 Nov, they told me that they were 'unable to get the bulb in stock' and were canceling my order.
I got no information from Zoro without chasing them. Three weeks after my order and two weeks after the original estimated delivery date, they canceled my order. They appear to have lied to me when they told me the first bulb had been delivered, and again when they explicitly confirmed that they had the replacement bulb in stock on Thurs 31 Oct.
I would strongly suggest that you do not trust this company and do not order from them. They've got this many 1-star reviews for a reason. I wish I'd check Trustpilot before ordering.
5 November 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to share your feedback. I sincerely apologise for the issues you’ve encountered with us.
I tried reaching you by phone to discuss the matter, but as I couldn’t get through, I’m following up via email. I completely understand your frustration, especially after we had confirmed a replacement for the item that was missing from your original order, only for that to be cancelled due to stock issues. I can see how this would understandably affect your perception of our service.
I’ve reviewed the situation and once again apologise for the lack of service you experienced. I’ve also liaised with our accounts department, and I can confirm that your original payment has now been fully refunded. Previously, only your postage was refunded when we were preparing to send the replacement.
Thank you again for your patience, and we truly regret the inconvenience this has caused.
Very kind regards
Helen@Zoro
Dropshipping company with 0 Stock
Ordered an item which was supposed to be delivered prompty only for it to be delayed and delayed. After chasing the item I have found that this is a dropshipping company with no stock. So an absolute waste of time. Do not use, unless you like waiting for no reason!
4 November 2024
Unprompted review
Reply from Zoro UK
Good morning
Firstly, thank you for taking the time to send us your feedback in relation to your recent experience with us.
I am sorry to hear that we were unable to deliver your goods as we had initially advised, and would like to take this opportunity to apologise that you weren't kept up-to-date on the status of your order and that you then had to contact us for the updates.
We will be looking into issues like the one you have experienced in order to rectify this and would be happy to discuss this further with you.
Kind regards
Helen@Zoro
Do not use very unreliable
Placed two orders had two issues.
First order placed for delivery on 4th October two sets rivnuts required to complete a job for a customer.
Paid the postage and only one of the items arrived. Checked my account the other was delayed until 31st of october(today)
In the mean time I had another job come in that required more so giving the benefit of the doubt I ordered some m6 rivnuts and bulked the order with some 6x100 screws I would need for an upcoming project to avoid the shipping fee.
On the delivery date the screws arrived No rivnuts!
Frustrated that these two had been delayed I had to order some from elsewhere!
A few days later the second set ordered turned up and were m8's not the ordered m6's the reason I gave 2 stars instead of 1 was the lady on the phone was very nice and tried to help. And they did get me my ordered m6's within a few days..
I had the amount taken from my bank account a few days ago so I had hope that the month overdue items would arrive only to get a message this morning that zoro have cancelled the order..
It's a shame as they do seem to offer good product to price ratio but every order is on a whim and I cannot rely on this kind of conduct to run a business. I have had to answer to very frustrated customers both times I've ordered.
Very disappointed.
31 October 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for sending in your feedback; even though it's not as positive as we'd like, we can take your points/issues on board and amend our processes. This is why we do welcome both good and not-so-good feedback.
I would like to, again, apologise for the initial delay with the rivet nuts that we then cancelled as there was no stock available. I will be having your postage refunded on this order due to the inconvenience caused by this.
I am pleased that you finally got the correct M6 nuts, albeit later than we had advised initially.
Very kind regards
Helen@Zoro
Great service
I have made many purchasers from them without any issues. I had one minor problem with a very cheap drill bit I bought as it broke on first use. May have been my own fault but I felt not. So when I reviewed it I gave it a poor review but on the proviso that it may have been my own fault. I did not ask for a refund as it was very cheap. However Zoro picked up on the review and replaced it free of charge without me asking for it. And received a very nice e-mail from them. Very Impressed indeed with the service from Zoro over the past 2 years.
14 October 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to send us your feedback.
From the information you've given, I remember dealing with this when it came through previously.
I am pleased to hear that you are satisfied how your original review was dealt with; it was just a small gesture on our part.
Thank you again,
Kind regards
Helen@Zoro
Reply from Zoro UK
Good morning
Thank you for taking the time to review your recent experience with us.
I am please to hear that you are satisfied with the service you have received.
Kind regards
Helen@Zoro
great prices and really good customer…
great prices and really good customer service
7 October 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to share your feedback.
I am pleased to hear that you are satisfied with both the service we offer and our competitive pricing.
Kind regards
Helen@Zoro
Great Service
18 October 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to share your feedback with us.
I am pleased that you are satisfied with the service we have provided.
Kind regards
Helen@Zoro
Good selection of quality products
Great company and very competitive prices.Every order arrived on time.
17 October 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to send us your feedback.
I am pleased to hear that you are satisfied with the service we provide and that our pricing is competitive.
Kind regards
Helen@Zoro
Pro zoro
Very quick turn around on order.well packaged. Professional delivery
22 October 2024
Unprompted review
Reply from Zoro UK
Good morning
Thank you for taking the time to send us your feedback.
I am pleased to hear that you are satisfied with the all-round service we have provided.
Kind regards
Helen@Zoro
Reply from Zoro UK
Good afternoon
Thank you for taking the time to send us your feedback.
I am pleased to hear that you are satisfied with the all-round service you have received from us.
Kind regards
Helen@Zoro
Excellent customer service team
Overall an excellent customer service team, many thanks to Hannah and Jazz for sorting out our issues in a timely and friendly manner.
23 October 2024
Unprompted review
Reply from Zoro UK
Good afternoon
Thank you for taking the time to send us your feedback.
I am pleased to hear that you are satisfied with the service received, especially from the team members you have mentioned. I have made sure they are aware of this positive feedback.
Kind regards
Helen@Zoro
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