Anonymous
map-marker Phoenix, Arizona

What's the problem??

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I recently purchased a 14" Band Saw and it was delivered early with no damage by motor freight. I broke one of the blade guide brackets (I did it) and also the guide bearing.

I ordered the parts and they were promptly shipped via UPS. (Grizzly's only package service) UPS didn't bother to deliver the package and a search request got no reply. I called Grizzly and they overnighted replacements, no questions asked and no $$. I think a lot of the customer service issues are created by the customer.

No I don't work for Grizzly. I just deal with people every day and know how they are.

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Pros:
  • Availability of items
Reason of review:
Fast order processing
Anonymous

Pickguard material melted due to improper packing in too small a box

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I purchased 2 sheets of tortoiseshell acrylic 3 ply material,which was larger than the box it was packed in. They put it in the box on a diagonal with air pillows below and it arrived after 4 or 5 days in transit but the sheets were more than 50% unusable because they warped from the heat. I called them this morning at 8:30, emailed with photos and asked for a return label. It is now after 3pm and I haven't heard a thing. I have done business many times with this company and this is the first problem I've had. Unfortunately the person who packed this shipment did not figure out that plastic bends when exposed to extreme and prolonged heat. Very disappointed at their lack of concern or response. If I don't hear back in a day or two, I will dispute payment on Paypal.
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Loss:
$50
Pros:
  • Availability of items
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Samad Rem
map-marker Marion, Ohio

Owner

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I bought a Grizzly G0492 lathe with milling head I used it for about 40 hours and then a plastic yea I mean a plastic gears teeth stripped off I called to get a new gear and they told me it had been discontinued I can not believe it what a company I will never ever buy any thing else from this joke of a company and will never I mean never recommend this piece of you know what to any one not even an enemy that is a fact what a joke it is the biggest piece of junk I have ever bought
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Loss:
$3500
Cons:
  • Do not even have parts for the junk
  • Junk tools
  • Defective
Reason of review:
The words to describe how I feel should not be put on the internet
Zyron Emy
map-marker Seneca, Maryland

Great Service For Me!

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This is a Facebook post that I made regarding Grizzly yesterday: Joe 22 hrs · So, I wanted to give a shout out for a positive experience I had with a fairly big company. I ordered a tool from Grizzly Industrial that was delivered on Friday. Yesterday I got a flyer from them in my email of a sale they were having and there was my new tool for $50 less than I had just paid for it. Bummer, but I figured I'd call them and see if they would do anything for me. After a very pleasant conversation with the lady in customer service I was told that a credit would be applied to my credit card. So, two thumbs up to Grizzly! ------------------- Follow up: I was told it would be 3-5 business days for the credit to be applied to my card. I just looked and it has already been processed.BTW, the filter works great!
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Reason of review:
Good customer service
Lempi Ecb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Cave Springs, Arkansas

Grizzly Industrial G0602 Lathe Mill Combination Review from Cave Springs, Arkansas

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Bought a 0602 Lathe. Tailstock did not work properly, so they sent me a replacement that was siezed-up, filthy, beat-up, and utterly non-funtional. Then came tailstock number three! This time the unit was just as bad as the other two, plus it was about 1/8" too tall. Grizzly suggested I mill the tailstock to correct height. Unbelievable! There were many other issues I haven't space to discuss. Conclusion? Buy American, never, ever buy Grizzly.
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Reason of review:
Damaged or defective
Anonymous
map-marker Columbus, Ohio

Bad policies

Our staff placed an order and I sent the money via ACH. The money went into Grizzly's bank account and then I was contacted and told that they didn't accept ACH payments without approval and I needed to reverse the money out, and then resend it as a wire transfer.

They had the money! It was in their account! They couldn't accept it without the President of Grizzly signing an override. It wasn't like we were debiting their account, we had transferred money in.

This sounds like a management problem with policies that hamstring the employees and employees who aren't empowered to correct a simple situation.

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Reason of review:
Poor customer service
Anonymous
map-marker North Bay, Ontario

Disappointed

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Nice looking jointer. loved the look of it.

motor crashed after 1 1/2 hours of use. this machine was made in China. I chose to have it repaired locally but informed Grizzly of problem. they refused to compensate me at all and basically stated that because I chose to go out of warranty there was nothing they would do.

I was very disappointed with their response. I have been buying woodworking machinery and accessories from grizzly since 1985 and have always received good value for my money. the poor service on this issue has left me quite bitter. I will not be buying large items from them at any future time due to the mis-handling of this complaint.

machine made in Taiwan are far superior, in my opinion.

If you are Canadian I would recommend Busy Bee tools if the have what you are looking for.

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Loss:
$600
Cons:
  • Customer service
Reason of review:
Poor customer service
Anonymous
map-marker Toronto, Ontario

Customer Service - Be Very Concerned If You're Outside Of The US

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I own one Grizzly machine, it is the first band saw I have ever owned so can't compare it to others but I am satisfied with its performance. I was ready to purchase (at least) one other machine from the company, as a matter of fact it was in my cart and I was very close to checking out, until they started to give me unbelievable attitude related to an issue with the band saw. I had come to the realization that I was using the saw without a piece, it took me a very long time to find out that I would be fine without it so that is what I am doing now, using the band saw without that piece (product manuals tend to be written for techies and often don't explain things like the purpose of some parts and whether you can really get by without em). When I was not aware that I didn't really need the part I tried to get them to ship it to me. This is a tiny piece of plastic, would probably cost about a dollar in postage if they'd put it in an envelope and mail it to me. However, they absolutely refused to mail anything to an address outside of The United States, which not only caused the part to be probably hundreds of times more expensive but also dictated that I would probably never receive, all "just because" this is their policy. The mail works great for me, it is inexpensive and the post office holds things until I can pick them up (where I come from customer is king, I guess once they have your money in GrizzlyLand customer is an annoyance). Their only solution to get me that tiny part, worth probably about $2, was to send it via international courier. This would not only be much more expensive in terms of shipping costs but there would be a standard UPS border clearance fee (for commercial shipments - this wouldn't apply for a mailed envelope), I think maybe about $30. This is not even the end of the story, I told them I am not home very often, UPS's policy for NSR (no sig required) shipments is that they just leave the item outside your front door. Obviously, when I next got home, up to a month later, the wind would have taken it and I'd probably never receive it, after having paying many times what I should have for the item in the first place. It would have been really really easy for someone with the ability to hold a job at this company to place it into an envelope and put my name and address on it, then drop it into a mailbox - I guess no one who works for Grizzly Industrial knows how to "work" an envelope. That way, I would have actually received it and would have paid only the price to mail an envelope from The US to Canada, and ended up with the machine I paid pretty good dollars for. None of this mattered to the people at Grizzly, the only thing fact that they recognized is that they have a different "policy" in place, as if as if ever policy is some sort of religious doctrine that can never be bent in any way, shape or form, regardless of the customer's situation. To my mind this is extreme "screw the customer over" thinking and I avoid dealing with such companies - I will NEVER but another product from Grizzly Industrial.
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Pros:
  • Products
Reason of review:
Poor customer service
Thomasena Ewf
map-marker Las Cruces, New Mexico

Grizzly Industrial - Bad experience

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Ordered on PayPal. This is what I got. 1st time they sent to wrong address and stated that PayPal was at fault, pay pal issued a refund. I gave them a 2nd chance a few months later. I ordered and Paid on PayPal, and Next day I received this letter and a warning not to tell. While we appreciate your continued interest in our products, a previous transaction / communication with you lead us to conclude that it would be mutually beneficial for us to discontinue our business relationship. Accordingly, we are unable to process your order, and will not be able to accept or process future orders. Sincerely, Larry Grizzly Industrial, Inc. EN#600544
View full review
Loss:
$35
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Get better CS reps

Anonymous
map-marker Herndon, Virginia

Very satisfied

Some of these reviews are downright silly. Our shop has many Grizzly bench tools. Some owned since the late 1980s, and others bought within the last few years. All have been good performers, and many are excellent that I would put up against any brand regardless of where made. Grizzly customer service is outstanding. Chinese and Taiwanese factories can produce products as well as anyone in the world. The key is the spec tolerance and quality control required by the importer. Grizzly does a nice job with that. But, if paying twice as much for comparable equipment improves the quality of someone's life, I say they should go for it. ;)
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Reason of review:
Good customer service
1 comment
Guest

Almost all their stuff is of low quality most people can't afford good stuff so they settle for stuff like this but I have seen people pay way to much for the same type of machines because they don't know any better

Gladyce Emb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Defective product and poor warranty service.

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Grizzly Industrial - Defective product and poor warranty service.

Beware of Grizzly!

It's not a surprise that the machinery sold under their brand isn't first class product, when you buy something for a lower price, there's a reason and it's not that the seller is especially generous.

Grizzly is a perfect example of the absolute opposite; not only isn't the company generous, they're motivated by greed.

I purchased a H8192 belt sander from Grizzly last October to use when my JET sander is otherwise occupied. Since the second day the Grizzly was in service it has been the shop problem child.

I'll not complain about the plastic wheels used on the Grizzly in place of the machined aluminum used by JET, as I stated earlier there's a reason for a lower price and this is a clear case of the difference being in quality. I can deal with the vibration transmitted to the sanding belt through these substandard wheels, cheap is cheap.

The real problem is in warranty and customer service with Grizzly.

On the second day the “machine” (I'm being kind calling it such) was in operation it wouldn't turn on. I'm an old ASE Certified Master Automotive Technician so diagnosing problems is second nature. I'm not about to send a machine back for a loose connection or broken wire that I can fix myself but in this case the cause was simple; a bad power switch. Upon removing it from the housing the melted contact was visible.

With a quality manufacturer a simple phone call to customer service would result in a replacement switch being shipped immediately under warranty. Not with Grizzly.

I was informed that my two day old machine would be tied up for several WEEKS until they had a replacement switch to supply. When I informed them that this was not an acceptable solution as I purchased the machine to use, not to store in a corner, the phone guy (customer service is a title one should earn) told me to send the machine back and they would send me another. This, again would entail WEEKS of downtime for something I paid for.

I did ask if they had a replacement machine on hand and was assured they did. When I suggested that they remove the switch from the machine they were willing to send me and replace the switch on THEIR machine I was informed “That's not going to happen....” Essentially I was told to wait and that Grizzly had no intention to reach a better solution.

It was only after I called corporate HQ and made a stink that someone decided to check other machines in their line to see if a replacement switch for one of them would solve the problem. Hours later it was found and a replacement was sent.

Not great Customer Service but it shouldn't be the job of the customer to find a way the service the problem.

The Problem child stumbled along fine, no real issues other than the expected poor quality I've come to expect from Grizzly until mid April when it again wouldn't run.

Not a switch this time as the motor buzzed when switched on. First place to check is the Start Capacitor and the BEST way to test a capacitor is to swap in a known good one. After calling Grizzly, for a replacement that would take several days to arrive I locally obtained one of the same rating. While the external dimensions were larger the local replacement would allow the machine to be used while I waited. Problem is, the capacitor isn't malfunctioning it's a bad motor. Great quality from Grizzly seven months on a motor.

When I called Grizzly again the nightmare began. They weren't happy because I was mean to their people when they were chasing me in circles about the switch, my options were “send the machine back and we'll replace of refund it.”

Realize, Grizzly lists a replacement motor and actually had on in stock, but they wanted to punish me by making it as inconvenient as possible. Another call to corporate and an agreement was reached to send a replacement motor as returning the machine was simply a stupid solution.

The replacement motor showed up and was installed immediately. The replacement motor lasted TWO WEEKS. I do understand that cheap machines come with cheap components and that includes cheap motors so I again called Grizzly and asked them to send another and offered to return the “new bad” one for them to check. I was told essentially the motors are cheap enough to not warrant checking the bad one BUT the only thing Grizzly was going to do was to have me return the machine and they would send me a refund.

That's ridiculous and the worst example of customer care I have ever experienced. I own that machine, I paid for it along with the warranty that is supposed to be taking care of this issue. I asked that Grizzly send me a refund check along with a pickup slip for their machine. If they want out of their warranty obligation they can buy the machine back, but judging by the constant runaround I get whenever I needed service I'm not sure I'm comfortable trusting them to actually pay me. After several calls I acquiesced and told them to send me a pick up slip but that I would be tracing the package as well as saving evidence of what was in the package.

The owner of Grizzly doesn't accept calls, I guess he's too important or busy figuring new and different ways to screw customers.

My impression is that Grizzly plans on trying to run out the clock on the warranty to avoid taking responsibility for their low quality products and cut rate customer care.

Grizzly finally sent the pickup slip along with a letter stating that they will only accept a return of new, unused merchandise in the original package and then will deduct a 10% restocking fee and return shipping costs. Here's a link to the letter... https://www.facebook.com/170852****041420/photos/a.170861****699368.107374****.170852****041420/170861****366159/?type=1

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Loss:
$230
Pros:
  • Are cheap
Cons:
  • Attitude and poor service
Reason of review:
Warranty issue

Preferred solution: Full refund

4 comments
Guest

You get more Flies with Honey then your ****

Guest
reply icon Replying to comment of Guest-1057942

So I'm supposed to kiss their ring and accept whatever poor customer service they choose to provide? If Grizzly cared about their reputation they would go out of their way to provide quality service rather than jacking their customers around.. Sort of like Rikon who sold me the replacement for the Grizzly POS, one problem, one phone call and the problem was solved.

You go ahead, buy Grizzly and deal with their poor customer service and non-existent warranty, I'll spend my money with reputable companies.

Guest

Next time buy a machine higher up on the food chain, instead of one from the bottom line of their series.

Guest
reply icon Replying to comment of Guest-1031861

Only one level for this machine. Regardless, they claim to offer a warranty but refuse to honor it.

More details here... https://www.facebook.com/pages/Grizzly-Industrial-Tool-Failures/170852****041420

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Anonymous

GRIZZLY INDUSTRIAL - TERRIBLE WARRANTY POLICY

I ordered a brand new 5HP Industrial band saw with brake back on 4/17/15 off the Grizzly.com website. Murphy's law assured that the motor would burn out on 5/12/16 (12 months and 25 days).

I called customer service to ask if they would work with me on the one year warranty. Unfortunately, the answer was absolutely not. The one year warranty is rigid, so now I'm stuck buying a brand new $600 motor. Hopefully their junk breaks down within 12 months if you choose to purchase anything from them.

I know I won't again. And none of my replacement parts will be purchased from them either.

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Reason of review:
Warranty issue
Anonymous

Defective Product

Purchased wood lathe G0462 with digital readout and had it for less than a month when it started making a grinding noise. I sent back to Springfield Mo.

They required that I build a crate and then took two weeks to get shipping papers sent to me. Then got a run around with UPS saying they wouldn't pick it up. I finally spoke to a civilized human being to arrange have it picked up. It took about three and a half weeks to get it back.

When I started it up the whole machine began jumping around on the garage floor and nothing was on the lathe at the time.

I would say that it was out of balance and runs worse then it did before I sent it in. I would not recommend purchasing from them.

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Loss:
$818
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Saint Paul, Minnesota

Grizzly Lathe Duplicator Model: T27313

I purchased this lathe duplicator 1 week ago. Arrived on time. Packaged nice, and all was well. I was excited to set up and use this new tool. Well then the "fun" began. In trying to follow the set up instructions and adjust the carriage so that it would slide back and forth down the rails I found problems. The rails were not parallel in height or width. I could not adjust the carriage. I would set it up for one area and it would bind on other spots. Or be very loose.

Next the quill, the part that holds the cutter would stick. No matter how many times I cleaned and lubricated it.

Lastly the cutter. Literally bent the tip on Maple. So it was a very soft or poor grade of steel.

DO NOT buy this. Poor quality, poor quality control and *** components.

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Reason of review:
Bad quality
2 comments
Guest

They make a ton selling junk

Guest

I would never buy Chinese machines, they are not manufactured from the heart. They are cheap in quality and in price.

Seek Makxilia.com the Italian machine selling agency and see the Italian machine superb value at a reasonable price. Felder buy bandsaws (ACM) and other machines and put their name on them.

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Anonymous
map-marker Eagle, Colorado

Do not buy grizzly they don't have a clue

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I bought a 5hp cyclone dust collector from grizzly. Was supposed to come wired for 3 phase 220. Came wired for 440 3 phase. Next after we hooked it up it wouldnt work with our phase converter even though we had a 5hp 3 phase dc hooked up to it that worked fine. I asked the guy when i bought it if it would work with our setup and the answer was yes. So 3 weeks of having my CNC and saws etc down and i could have bought two DC's from tort for the about of money we lost. and are still losing. Skip the Grizzly. Call anyone else
View full review
Reason of review:
Poor customer service

Preferred solution: don't ever buy anything from grizzly again

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