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  • McMaster-Carr customer service

    I ordered 2 pcs of .625 x 12" 4140 rod from McMaster-Carr on Sat. The package arrived Tues. with a hole in the end and no rod. I contacted MMC through email and within 2 hrs I got a reply apologizing for the problem and saying they would send a replacement out asap. The package came today with the rods. That is good customer service! Stu

  • #2
    Nice to know... I get that same type of service from Amazon whenever there is a problem, but it's easy to get used to that kind of service then expect it from other places.

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    • #3
      I suspect that McMaster and many others very deliberately skimp on packaging for inexpensive items. They figure that they will have a few claims for lost or damaged items but that is less expensive than better packaging. I suspect they keep statistics on this and adjust the cost of packaging to keep the balance.

      I have never had any problems with McMaster or any of the other big suppliers with a claim for damaged or lost items in shipment. It is only the little guys, like me, who spend more on packaging and who will possibly question a claim. But in the long run I would replace any lost item also.
      Paul A.
      SE Texas

      Make it fit.
      You can't win and there IS a penalty for trying!

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      • #4
        Originally posted by Paul Alciatore View Post
        I suspect that McMaster and many others very deliberately skimp on packaging for inexpensive items. They figure that they will have a few claims for lost or damaged items but that is less expensive than better packaging. I suspect they keep statistics on this and adjust the cost of packaging to keep the balance.

        I have never had any problems with McMaster or any of the other big suppliers with a claim for damaged or lost items in shipment. It is only the little guys, like me, who spend more on packaging and who will possibly question a claim. But in the long run I would replace any lost item also.
        I don't know. I've always felt all of the things I bought from McMaster were well packed. Things like heavy cardboard tubes for rod stock with locking plastic caps.

        Originally posted by Stu View Post
        I ordered 2 pcs of .625 x 12" 4140 rod from McMaster-Carr on Sat. The package arrived Tues. with a hole in the end and no rod. I contacted MMC through email and within 2 hrs I got a reply apologizing for the problem and saying they would send a replacement out asap. The package came today with the rods. That is good customer service! Stu
        I do regular business with McMaster Carr. They have always been top notch for customer services. Had a credit card fail to clear once, and they shipped my order. A few days later I received an invoice in the mail. They are not always great for pricing, but often when I can't find something anywhere else McMaster Carr has it and its in stock. They aren't always the highest price either. I always check them. Sometimes they are quite competitive.
        *** I always wanted a welding stinger that looked like the north end of a south bound chicken. Often my welds look like somebody pointed the wrong end of a chicken at the joint and squeezed until something came out. Might as well look the part.

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        • #5
          I love dealing with McMaster. They have stuff, ship fast, it is good quality, and they are nice to deal with. They're the best. Tom

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          • #6
            They have the best and easiest online catalog of anyone, too. We use them a lot.
            Kansas City area

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            • #7
              McMaster knows how to package things right and they learn from their mistakes. Grainger ships from like 5000 locations and never gets it right. Sent me a gear box and it got broken in shipping. Got the replacement 3 day later, broken the same way. Third one broken the same way too. Fourth one as well. Fix the problem? They charged me for every one until they recieved them back and cut me off because I was now over my credit limit with them!

              I do have a serious complaint about McMaster now though. I think they have some millenials working on their search engine. Pipe couplings are no longer called couplings, they are connectors. Search for a tee and the picture that comes up is a generic pipe fitting, in this case an elbow! Find the coupling and the picture isn't a coupling, it is a female adapter. I use their catalog every day. I could hit with ten pages of the right place every time in the paper catalog. When someone like me is having trouble finding stuff that I use all the time how do you think others are going to fare? I think in the internet age this is going to cost them. If the search engine doesn't find what you want Google will, at another vendor!

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              • #8
                Mc Master Carr
                40+ years a Customer = A+++++++

                Rich
                Green Bay, WI

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                • #9
                  the only thing wrong with McMaster is that they don't sell cars or cell phone service...

                  I'd buy both from them.
                  "Never bring a caliper to a mic fight"

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                  • #10
                    Agreed,I've been using them at work for probably 20 years,never an issue that they didn't instantly fix.
                    I just need one more tool,just one!

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                    • #11
                      Originally posted by Paul Alciatore View Post
                      I suspect that McMaster and many others very deliberately skimp on packaging for inexpensive items. They figure that they will have a few claims for lost or damaged items but that is less expensive than better packaging. I suspect they keep statistics on this and adjust the cost of packaging to keep the balance.

                      I have never had any problems with McMaster or any of the other big suppliers with a claim for damaged or lost items in shipment. It is only the little guys, like me, who spend more on packaging and who will possibly question a claim. But in the long run I would replace any lost item also.
                      I don't think that's the case. They just have minimum wage flunkies working in the shipping dept. MSC is the same way. They put something in a box and put a partially crumpled piece of brown paper in there as packing. The contents slide all over the inside of the box, the paper does nothing.

                      JL.................

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                      • #12
                        The only issue I have, and it's not that big of a deal, is when ordering online you don't get to see the shipping cost until they send you the invoice. Like I said, not really a problem as such since their shipping costs are reasonable, just a little annoyance. Stu

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                        • #13
                          When I had my shop, I acquired a reputation for finding things that others couldn't. When someone would call looking for an item, my first question was "Have you checked McMaster?"
                          It's all mind over matter.
                          If you don't mind, it don't matter.

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                          • #14
                            Originally posted by Bob La Londe View Post
                            I don't know. I've always felt all of the things I bought from McMaster were well packed. Things like heavy cardboard tubes for rod stock with locking plastic caps.



                            I do regular business with McMaster Carr. They have always been top notch for customer services. Had a credit card fail to clear once, and they shipped my order. A few days later I received an invoice in the mail. They are not always great for pricing, but often when I can't find something anywhere else McMaster Carr has it and its in stock. They aren't always the highest price either. I always check them. Sometimes they are quite competitive.
                            I would agree. I also do business with them regularly. In over 25 years I've only had one problem with packaging, and I believe the problem was more with the delivery service than McMaster. I often order tubing or lengths of drill rod. They always come well packed in a mailing tube with locking plastic ends. Sometimes I think the packaging costs more than the contents inside.

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                            • #15
                              McMaster-Carr Sucks big time. Like teaser they have "everything" but they don't ship abroad

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