Frustrated by McMaster-Carr

[Madison]

Has anyone else had enormous difficulties with ordering things from McMaster-Carr and receiving a level of service that even borders on competent?

Since Kickoff, we've had nothing but problems with their service and I'm just enormously frustrated and wanted to vent somewhere.

On the day of Kickoff, we placed an order for several hundred dollars worth of drivetrain parts. When the order hadn't arrived a week later, we called to see what had happened to it, as we though we'd missed a UPS delivery, to find out that McMaster-Carr hadn't ever filled the order. Despite our receipt of a order confirmation via e-mail, the order was nowhere to be found in their system. We placed the order a second time and was told that it would be shipped Next Day Air -- but it was shipped ground, instead. After a third call, they reshipped the order and sent it via overnight.

Yesterday, we placed a second order and specified that it be shipped via Next Day Air. It didn't arrive today, so I again called to find out what the problem was only to be told that some of the products we ordered -- nitrogen filled gas springs --were not able to be shipped via air freight, so the whole order was shipped via ground. I feel like it would be the least common courtesy to call your customer and let them know that the shipping they requested was impossible or to otherwise explain the situation and give them the opportunity to make a decision regarding the shipment.

Again, they re-shipping everything (except the gas springs) via overnight air freight.

We've lost days and days of work time to this stuff and it's enormously frustrating.

Caveat emptor, I guess.

[GMAdan]

Well so far i have been satified with Mc Master. I suppose they have a warehouse close to my school because all the metal we ordered came with in 2 days. It could because we only ordered metal.

[Cory]

Originally Posted by M. Krass

Yesterday, we placed a second order and specified that it be shipped via Next Day Air. It didn't arrive today, so I again called to find out what the problem was only to be told that some of the products we ordered -- nitrogen filled gas springs --were not able to be shipped via air freight, so the whole order was shipped via ground. I feel like it would be the least common courtesy to call your customer and let them know that the shipping they requested was impossible or to otherwise explain the situation and give them the opportunity to make a decision regarding the shipment.

Thats weird...usually they send us whatever they have in stock, and leave the rest out and ship it separately (or the same thing, but replace "in stock" with whatever can be sent by the requested shipping method).

We placed an order on I think Monday after kickoff, and we received it 3 days later, which was surprising, considering it was by ground, and came from Norfolk, VA.

[Kims Robot]

I have to agree I think this is odd... We have had them split up our orders before, but their shipping has always been very prompt. We quickly figured out to do the "no signature on delivery" in the comments... but other than that, no problems :-/

[KTorak]

Anything we've ordered from Mc Master Carr has came within 2 days...we have yet to have any issues.

[Rickertsen2]

I have always had great experiences with McMaster. I have never placed an order that has not been in my hands same day (i am located in the same city as their warehouse so i pick up orders in person). I was very surprised one time when i called them with a few questions and they transferred me to someone who actually had a good knowledge of the product. They are almost always in stock of whatever obscure item it is i need and are always willing to send me a bill instead of requiring immediate payment.

They actually have a pretty cool setup. They have a partially automated warehouse with robots that pick many of the items. The boxes are robotically sealed as well. The place is absolutely massive with ceiling fans about 25' in diameter.

[chris31]

I was getting annoyed after my McMaster order hadnt come in a week later. I later found out the school glitched and didnt place the order I requested Once it was placed the order was fairly fast.

[Jay H 237]

Originally Posted by chris31

I was getting annoyed after my McMaster order hadnt come in a week later. I later found out the school glitched and didnt place the order I requested Once it was placed the order was fairly fast.

That problem was with the school, not McMaster.


Madison, did you deal with the same person with every order? It seems like someone there isn't paying attention to how you want your orders shipped. They *should* also be aware of restricted or special shipping with certain items and be able to tell you that.

We use MSC mostly but have ordered from McMaster at times. I don't recall any problems. Hopefully this was just an isolated problem for you. If this keeps up try ordering from a different warehouse.

[MrForbes]

Our first McMaster box came on the brown truck last night, no problems. Maybe Madison's robot design uses really wierd parts?

[Lil' Lavery]

We faxed in our order on Friday, it arrived on Monday. So fast that we actually couldn't send in another item we wanted to add to the order
I don't think 116 has had many problems with McMaster (certainly less than with several other companies, including one, which will remain nameless, that sent our order to Japan).
The biggest problem I have personally had was that their website is sometimes hard to find items, but then again, that's also why I have their catalog.

[Not2B]

Bummer...

We have a saying on our team, that if you order something from McMaster now, you'll have it in about 5 minutes...

Always been fast for us... hope they still are...

[Gabe]

Never had a problem with McMaster, as they ave always delivered exactly by their schedules and on time. Other companies have been behind (cough*gearstock*cough), but McMaster-Carr has been great.

[Peter Matteson]

I have to agree with pretty much everyone else here. I've placed 3 orders with them so far and all have arrived next day if I order by 3pm, granted their NJ wharehouse to CT is a short hop but we never have to ask for overnight to get stuff next day.

[EricRobodox]

Never had an issue, actually, they were awesome to us already. We ordered that day, and picked it up there, it was actually ready the minute we were off the phone. They were also really cool about returning, which is usual. We usually get things next day or two days later. I guess its because its a 2 hour drive from the school to McMaster, thats with LA traffic.

Sorry about your loss time, hope your order goes through this time. We had a similar situation with the fuel cell battery thing this year.

[Beth Sweet]

Geez that doesn't sound good, sorry you had problems. We placed our order for this year's robot stuff last night, so I'll be sure to watch them closely. Thanks for the warning!