Review Time
Been a rioPRO customer for years and just received a shipment with damaged tote bags. I ordered 50, and 25 of them were crushed because of the way they packaged. Because I'm pressed for time, I called and asked if I could get only 25 shipped out to me to replace the damaged. Their response was that I needed to get photo(s) emailed back to them for review, which could take time. I explained that I was pressed and don't have time. Defaulted to asking a manager to go ahead and submit a new order, and I would just pay in full because (I Need The Bags) for my show in 2 days! The manager stated that:
1. I wouldn't get best price
2. I would need to also pay for overnight shipping
No understanding or help for me the customer on their part. They screwed up!!
I spend over 6k a year there, and they just lost a customer over $30 dollars!
Since covid, Rio Grande and it's top quality customer service has dwindled. The first customer service rep that I spoke to, I couldn't even hear cause of a dog barking in background.
Sad to see another good local company loose!
Been a rioPRO customer for years and just received a shipment with damaged tote bags. I ordered 50, and 25 of them were crushed because of the way they packaged. Because I'm pressed for time, I called and asked if I could get only 25 shipped out to me to replace the damaged. Their response was that I needed to get photo(s) emailed back to them for review, which could take time. I explained that I was pressed and don't have time. Defaulted to asking a manager to go ahead and submit a new order, and I would just pay in full because (I Need The Bags) for my show in 2 days! The manager stated that:1. I wouldn't get best price2. I would need to also pay for overnight shippingNo understanding or help for me the customer on their part. They screwed up!!I spend over 6k a year there, and they just lost a customer over $30 dollars!Since covid, Rio Grande and it's top quality customer service has dwindled. The first customer service rep that I spoke to, I couldn't even hear cause of a dog barking in background. Sad to see another good local company loose!
For 25 years, Rio Grande has been my supplier for my small business, providing a variety of necklaces and earring wire with great customer service and timely delivery.Unfortunately, my last 2 shipment of necklaces have been bundled together in batches of 50, tied with twist ties. This method creates a knot of silver unless you are very very careful. - In addition, they changes the size or shape of the coupling ring that the clasp attaches to making it so difficult to feed through the charm I use.I am not even sure these are issues you can fix but for the first time in 25 years I am considering looking elsewhere for my silver needs.Patrick NeuwirthThe Iron Chinchilla Design Studio Inc.
Tried to cancel an order within hours of placing it. Customer service agent told me the order was already processed and that it couldn't be cancelled. My card hadn't been charged at that point nor had I received tracking, so it was definitely cancellable. If not, then it is a huge flaw in their system of operations, that an order that hasn't even been shipped out cannot be cancelled. Regardless, the agent initially told me that the order was being "processed" and refused to specify what that meant, and then told me the order had been given to the carrier and left the warehouse. When I say refused, I mean she was literally repeating the same word over, when I asked her what that meant. I don't know if this is an incompetency on the part of the agent or if she was being disingenuous. She did give me a tracking number eventually, which was invalid at the time she gave it to me. It later updated to "shipping label created", but the label was created AFTER our conversation. So that was definitive proof that the item had not shipped out when she said it had. It actually shipped out the next day, according to the tracking info. The agent also told me to call my bank and reject the charge as a way to cancel the order. Obviously, this was a ridiculous suggestion when it would have been much easier for them to cancel it themselves. It's clear to me that this company couldn't care less about their customers. I've dealt with Amazon's customer service agents and it's actually astounding to me that they have been more helpful than Rio Grande's agents, which is really saying something. I truly mean this when I say that I've never experienced poor customer like this before. It's like they want you to not buy from them again.
AVOID AT ALL COST FOR INTERNATIONAL CUSTOMERS !!!I ordered from Rio Grande expecting quality products and a smooth process. Instead, I was hit with hidden and outrageous extra fees on delivery, including a ridiculous “radiometric inspection” charge from DHL in Italy.At no point during checkout was I clearly informed that such excessive costs could apply. For an international seller of this size, it’s unacceptable not to warn customers about potential customs or carrier fees of this magnitude.In the end, I had to refuse the shipment because the extra charges made the order unreasonable. What’s the point of offering quality products if the customer experience is ruined by surprise costs and lack of transparency?I hope Rio Grande addresses this issue so no other customers end up in the same frustrating situation.
They don't honor the prices of the gold at the time you buy it, they charge and change the price when they ship the order. Why to order on Saturday or Sunday then? Just close the store during the weekend. Doesn't make sense at all. Also,the customer service sucks.
I’ve been doing business with Rio consistently for 13 years. For the longest time I had brilliant customer service, knowledgable, friendly and over the top excellent. Just this week, I’ve been incredibly frustrated and disappointed by the lack of knowledge or common sense coming from the reps I’ve talked with regarding an equipment issue and an unmarked length of SS wire I purchased. The unmarked of wire did not come with the usual tag attached, the tag on the bag gave an item # that did not correspond exactly with an item, gave an inch fraction listing that did not correspond with an actual gauge of metal listed in their conversion chart and the generally friendly fellow I spoke to got progressively frustrated with me when I asked what gauge of wire it was. Should have been an easy answer but I never got it. What has happened to Rio’s knowledgable customer service people?These interactions happened during the week of April 1st and again on April 6, 2025.
I want to let the manger know my experience with Rio Grande since January. I am trying to buy a 150 Lazar welder and few other equipment’s for my manufacturing. I have called in many times. Every time I call, I was told they will get back to with a quote and never do. This has happened 4 times, no email and no voicemail. Today I called back to speak to a manager and a lady behind the phone stonewalled my capability to speak to a manager. The manager needs to know it’s been some time now that the sales department has made it very difficult for customers to place orders. I’m an old customer who use to buy a lot from Bruce. It is sad to see what is going on. My shopping list is about 20k and unfortunately some I had to buy at other places because the sales department makes it impossible to place orders.
Unfortunately I have to give a not so good review - first, when you make a purchase, they don't give you the price you had when you made the order - they wait and charge you the higher price when it ships - second, I sent in my certificate of authority 3 times and they never allocated it to my account after numerous inquires with customer service. Third, I noticed a wire was missing from my order - emailed them - they didn't get back to me - trying to talk on the chat and not getting anyone to answer me. Their products I love - but not their business structure. OMG I just spent over 30 minutes with customer service over a missing wire and they are not helping me!
Claim your business profile now and gain access to all features and respond to customer reviews.
