D P.
Posted
On-line order experience
I wanted to place an order online, as I do frequently. It was likely going to be a one-time purchase, and the only reason I chose Grainger because it was recommended by the artificial intelligence tool. When I was placing the order, I got a message "Credit card declined", and no way to proceed any further. I tried three different cards, none of them work. I then called the bank and asked to verify if it was something on their end - they said no. After that, I submitted a support ticket, which was responded a couple of days later (my order placement ordeal happened on a weekend, so it was understandable). At that point I had already bought the same thing from a leading e-commerce company, because they never declined my credit card. Even though it costed me more, and the shipping time was longer. But I kept getting emails from support, so I decided to give them another chance. I called them, was initially offered to complete the order over the phone - politely declined that, because the intent was to do it online, without having to spell every single word. I eventually got transferred to web support team - which suggested using a different browser or computer. At that point I thought that I had enough. Someday companies like Grainger may question: how did it happen that they lost competition to bigger companies. Well, I think my experience is the answer. It is 2026, and if you don't invest enough in your online presence, if you make customers call you within certain work hours - instead of letting them shop when it's convenient for them. You should blame yourself and yourself only.