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Sad Comment about McMaster-Carr

Discussion in 'Electronic Components' started by Guv Bob, May 30, 2008.

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  1. Guv Bob

    Guv Bob Guest

    I am sad to say that our experience has been that McMaster-Carr has changed for the worse in the last few weeks. And I don't see any reason to think that it will return to the friendly, efficiently-run company that it has been for the prior 10+ years that we have been buying from them.

    I hope that anyone else who has found this to be the case in your dealings, will contact McMaster-Carr via their website: http://www.mcmaster.com/ > Contact. Be sure to ask that your comments be forwarded to someone in upper management and to a VP of Sales. Be sure to express your thoughts in a polite, business-like manner.

    This is a sad comment that am making -- their company has been a pleasure to buy from for the past 10+ years. But now their operation seems to have been turned over to the IT dept and/or bean counters. The sales desk/phone people are as helpful and efficient as always, but unfortunately, their "customer service" philosophy is limited to taking orders. Evidently they have no influence on how the rest of the company is run.

    1. As you probably already know, McMaster-Carr has purged many of its customers' accounts in good standing, and is now requiring long-term customers to purchase by credit card only. This is true whether ordering online or by phone.

    2. This is fine for small dollar or infrequent orders, but not acceptable for routine purchases.

    3. Our experience is that cards are kept with a fairly low limit ($1-$5) because that it takes only one well-meaning but out-of-control employee to sink a project by excessive use of his card.

    4. However, if your employees have a reasonable limit ($2-$10K), then the company must now monitor the balance weekly and make mid-month payments just to keep the balance under the card limit and keep on good standing with the card issuer.

    5. When you are in a major project, you have to spend to much time keeping track of your credit card balance when you should be spending time on keeping the project under control.

    6. I have talked to various McM-Carr people and have gotten nowhere. Our account is over 10 years old and, like all our supplier accounts, is always current.

    7. On a different issue.... we have places 4 orders in the past 2 weeks -- all by credit card (as required). Two of these orders were shipped to addresses in other states that we never heard of.

    I hope that they will get enough feedback from their customers to pull the plug on the impersonal bean-counter attitudes and return some reasonable customer-oriented management to the company.

    Thank you for reading.

    Boycott McMaster-Carr
     
  2. Lew Hodgett

    Lew Hodgett Guest

    RE: Subject

    McM-C has been a total PITA around here for at least the last 10
    years.

    The only time we place an order with them is when they are the only
    game in town.



    --
    Hodco Systems
    Box 2302
    Whittier, CA, 90610-2302
    (V) 562-944-4432
    E-Mail:

    Lew Hodgett, PE
     
  3. Jamie

    Jamie Guest

    We stopped using them on a regular bases a while ago.

    We only buy from them when absolutely necessary.

    3 of the major reasons we stopped buying from them are

    1. Overly priced products in many area's

    2. Inconsistent product line and lack of detail data in cat.

    3. Getting double billed attempts. (multiple times).

    They never use to be this bad how ever, it seems that the times
    are reflecting on their business.

    http://webpages.charter.net/jamie_5"
     
  4. Guest

    ww grainger is no better, were a small business that bought a lot of a
    few select items, if you dont buy 6 or 10K a year theres never a
    quantity discount.

    so they didnt want our business, we buy elsewhere........

    now some tiny start up may be discouraged by such idiot policies, and
    be the next microsoft.

    grainger by bean counting will discourage small customers who one day
    may be large customers, but never spend a dime at grainger........
     
  5. Guest


    My experience is the same as Stu's - McMaster's been very good
    for my needs and almost always ships "next day" by UPS for very
    reasonable rates. While not the cheapest source for most things
    (especially raw metal/plastic materials), their speed and availability
    outweigh that. I spend ~10-20 $K a year, almost all by CC.

    Wud
     
  6. Tom Gardner

    Tom Gardner Guest

    I am sad to say that our experience has been that McMaster-Carr has changed for
    the worse in the last few weeks. And I don't see any reason to think that it
    will return to the friendly, efficiently-run company that it has been for the
    prior 10+ years that we have been buying from them.
    <snip>

    Hmmm, we've had the opposite experience. Friendly, knowledgeable and we get
    same-day delivery if we order by noon. We do about $1k/mo.
     
  7. I'll second that.
    I get my stuff so quick it's scary - usually the same day.
     
  8. N8N

    N8N Guest

    Grainger isn't interested in non-corporate customers, either. Makes
    you feel guilty buying anything from them for personal use due to the
    attitude. I've had nothing but good experiences with McM-C and I hope
    that that does not change. I especially like the quick shipping,
    faster than any other company I've ever done business with. I do wish
    they'd post brand names on their web site though.

    nate
     
  9. Ditto here, I only buy elsewhere on the very rare occasion that they don't
    have it. its easier than going to the hardware store.

    But, I've learned in my business that you can't make everybody happy. Guess
    the same is true of McMaster

    Karl
     
  10. I am sad to say that our experience has been that McMaster-Carr has changed
    for the worse in the last few weeks. And I don't see any reason to think
    that it will return to the friendly, efficiently-run company that it has
    been for the prior 10+ years that we have been buying from them.


    1. As you probably already know, McMaster-Carr has purged many of its
    customers' accounts in good standing, and is now requiring long-term
    customers to purchase by credit card only. This is true whether ordering
    online or by phone.

    **************************************************************************************

    Not true in my case. I've been buying on open acdount for 20 years.
    Placed orderws this week, no problem. Delivery is always next day.


    Sorry, but I won't be joining your boycott. They are a reliable and valued
    supplier.
     
  11. Leon

    Leon Guest

    I'd say you are barking up the wrong tree.
    I am not sure who you are and probably would give them the benefit of the
    doubt over you coming here and bad mouthing them.
    I would advise you to focus you complaint towards them as that will do more
    good than complaining here.
     
  12. Smitty Two

    Smitty Two Guest

    <snip>

    I'll join some others in saying that I've never had a problem with them.
    We've been buying from them for at least 20 years. They've never screwed
    up an order, or an invoice. They aren't the cheapest guys around, but
    for volume we go elsewhere. Need a screw? A piece of aluminum? Anything
    under the sun? They've got it. In stock. It's a rare day when UPS
    doesn't bring another "present" for someone, and it's a very small
    company.

    Fast, convenient, no minimum order. And, they have *the best* website,
    period. Effortless to use, no eye candy, just pure simple brilliant
    construction. I tell my other suppliers: You want to improve your
    website, model it after McMaster's.

    Oh yeah, 2% 10 discount always available, and zero hassle returns. I
    sure hope Bob's experience is the exception, and not becoming the rule,
    because I'd hate to lose these guys.
     
  13. sparky

    sparky Guest


    It must be your attitude that gives the people you talk to a bad
    attitude. I have been getting items
    from McM shipped to Canada for 20 years now. No company can match the
    service they give. If I
    place an order today it arrives by Purolator courier tomorrow at
    noon. The local companies take a
    week to get me a price on the item and then say it will take 2 weeks
    to get it because it has to be
    shipped from the US. That excuse is getting pretty old by now!
     
  14. Guest

    I have to echo so many on this one, I have always had good service, a
    little pricey at times, but always in stock.
    20+ yrs and no problems, even had an order that I placed online and
    saw my screwup, called them right away, and the order had already been
    put into the system, young lady changed the order, (fixed my screw-up)
    and correct order showed up the next day.

    Something to note: I have always gotten name brand products from them,
    order a tap handle, and you get a starret, order a carbide 5 flute
    endmill you get Niagra or Garr or Robb-Jack, power hack saw blade for
    my 1940's era Racine, you got it, Starret.

    There may be a deeper reason for the it / bean counters coming down on
    a company or individual.
    My $.02

    "D"
     
  15. Hmmm, now I have to say that that doesn't jibe at all with my
    experience. I have a tiny, tiny account with Grainger, and I've had
    nothing but good experiences dealing with them. They're always helpful
    and don't seem to mind at all that they're not getting rich off of me.
     
  16. PhattyMo

    PhattyMo Guest



    Hmm...that sucks,I just ordered from them for the first time this week.
    Paid by CC,so far everything seems dandy..As long as my package arrives
    in one piece,I'll be happy.
     
  17. N8N

    N8N Guest

    That's just it, you have an account with them. If you're just walking
    in off the street they simply won't sell to you, unless you know the
    name of a purchasing guy at a company that has an account with them.
    Fortunately I *do* work for a company that has an account, but since
    ordering from McMaster-Carr online is actually *faster* than going to
    a brick and mortar Grainger store, unless Grainger has the part in
    stock, McM-C gets most of my business.

    nate
     
  18. J. Clarke

    J. Clarke Guest

    I keep hearing this. They've never asked me for any kind of
    identification or account number or anything else. Must be something
    in the way you present yourself that causes them to want to pick on
    you. My Dad had that problem--he was one of these people who couldn't
    go down to the gas station without putting on a suit and tie, and
    several times I've seen "wholesalers" turn him away. Same
    "wholesalers" when I go in totally grubbed out with tools in my pocket
    looking like I ran out of whatever in the middle of a job generally
    don't have any trouble with them.
     
  19. Apparently sorry would have been a better description.
    You are.
     
  20. N8N

    N8N Guest

    I'm usually wearing a company logo polo shirt, even so I've gotten the
    same reception from two different Grainger branches. First question
    is "who do you work for" and the second is "whose account is this
    going on." If you tell them that you're buying stuff for yourself
    they will still insist on associating the purchase with an account.

    The electrical wholesaler down the street, I *have* walked in wearing
    a shirt and tie and received prompt, friendly service.

    nate
     
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