On August 30th I purchased the item number 49UV20 (2 OF THEM) for $40.09 each at the website www.grainger.com because their store located in Pompano Beach didn't have the product and due to the probability of hurricane Dorian coming our way I wanted something to protect my sliding door balcony. However within an hour or so I realized that was not the item I needed and I wanted to return it. I called their phone number 1-800-472-4643 and I said I wanted to cancel the order, they said you can't cancel it, I said ok well this is not the item I need and I need to return it, they said you can't return items that are related to a hurricane. First I didn't know I could not return it, second nothing on the email they sent said that it can't be returned and no one told me over the phone when I made the order that I would not be able to return the item if not used and not opened. Their cancellation policy "Satisfaction guarantee to all customers. Customer should contact Grainger if not satisfied with a product for any reason. Grainger will promptly provide an exchange or refund if the product is returned within 30 days of delivery, in its original packaging and with proof of purchase from Grainger".
I called today again to see if their store was open as they have a store in Pompano Beach. Their store is closed and the person on the phone told me again I can't return the item. What if the item was purchased to be used in another country or a different location? would they have given me the same lame and dishonest unethical answer?
Their website is very clear with the return policy and the say any item can be returned within 30 days. Then I called again and spoke to Michele at Customer Care and understood my situation as I tried to cancel the order knowing is not what I was looking for and she gave me an authorization number to return the item. If it wasn't for her who knows what other excuses I would be given. read more