Review Time
I called MSC because we received a package that was cancelled. In fact, it was cancelled the day it was ordered and it had not shipped. Anyway, the package arrived nonetheless. When I called customer service the first person I spoke with was cold and indifferent to say the least. Yes, they would take it back, but we would have to pay the return shipping. I explained that the order was cancelled in advance of the shipment, but, according to her, that did not matter. I asked to speak to a manager - or anyone really - that might actually listen to what happened and why we should not have to pay return shipping. She told that I would need to call back if I wanted to speak to someone else. Weird, but ok. I called and was fortunate enough to speak with Francesca. She was extremely helpful and addressed this issue in full. Thank you, Francesca!
In two decades of buying industrial supplies, I have never encountered a situation as frustrating as this orderTwo‑month delay: After paying promptly, I waited 60 days with no shipment.Zero email support: Five consecutive emails received no reply.Inefficient phone help: Only after a 10‑minute hold did a representative finally locate my payment—sent by bank transfer because another agent told me card payment was impossible.No shipment, no proper refund: Even with the payment found, the order still cannot ship, and I am offered only a paper check that cannot be used for a replacement order.This is unacceptable and feels like deliberate mistreatment of your customers.
Placed and online order 2 days ago. The order was for 8 items which were sold as per piece individual price, no minimum required upon the advertised and placed order for these 8 items priced individually separately. the next day I receive an email that the order cannot be filled because the suppling vendor has a minimum of 11 items not the 8 we ordered online. MSC would not complete the order, we had to go another supplier and cancel MSC's order after wasting several days trying to communicate with customer help! NOT GOOD!!!! Never want to give MSC another chance since being delt with the way customer service did.BIG BAD STUFF.
Fast shipment and great products, BUT. But, we only order from MSC when we "absolutely" have to. The lack of packing slips (proper packing slips) causes problems in our receiving and AP departments. It takes "way" too many man hours to keep things straight. We don't have this problem with any other supplier.
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We are a leading North American distributor of metalworking and maintenance, repair and operations (MRO) products and services.
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