Terrible website. Terrible business practices.
If I could give MSC Industrial (non) Supply less than one star I would. When I called in to return yet another incorrect order due to their terrible website/dishonest selling practices I told the person I spoke to I will never use MSC again to buy products for my manufacturing company and I won't. This is how it works with MSC. You look up the item needed. It comes up. You try to order the item needed. You want one but the website puts seven in your cart. You try to get rid of six items but the site boots you out. You try to get in again. Repeat. So you call in to order. After 10 minutes of messing around with the person on the phone you finally place the order for what you had looked up originally, only now, the part number has changed to something completely different. The part number you found when searching the part, is for some other item, sometimes close to what you wanted, sometimes it's way way out of the ball park. And then you have to start a return. And then you have to call in to see where your return is because the website is so bad you can't use it for anything useful like tracking a return. I feel like this is intentional deceptive selling because I cannot believe that a company can have such a terrible website and such terrible business practices accidentally. Who knows? I won't be worrying about it anymore though because I am never using MSC again.
Murray Mack
To MSC Executive Customer Relations,
To MSC Executive Customer Relations,I am escalating this matter due to a series of operational failures that have caused significant delays, unnecessary expense, and a complete breakdown in order fulfillment reliability.On December 23rd, I placed a phone order and was explicitly assured that the items were in stock and available for immediate pickup at your Johnstown, Pennsylvania facility. Based on that confirmation, I dispatched a driver for a three‑hour round trip. Upon arrival, the driver discovered that the items prepared were incorrect. After approximately an hour of disorganized searching, your team was able to provide only two‑thirds of the order.I was then told that the remaining items would be shipped to a Pennsylvania address and would arrive by Friday, December 26th. They did not.A follow‑up call resulted in a new commitment: delivery on Monday, December 29th. On that date, only three‑quarters of the order arrived. Another call produced yet another promise—that the remaining quarter would be shipped via UPS Air on Tuesday.Tuesday has now passed, and I am being told that the remaining items might arrive on Wednesday, December 31st.At this point, I have lost seven days waiting for an order that was supposedly complete and ready for pickup on December 23rd. I still do not have all components, and no work can proceed until the full order is delivered. There is no workaround and no partial path forward.This pattern of incorrect information, missed commitments, and inconsistent communication is unacceptable for any supplier—let alone one positioned as a national industrial distributor. The cumulative impact includes wasted labor, wasted travel, operational downtime, and a complete erosion of confidence in MSC’s order accuracy and internal coordination.I am requesting the following:1. A formal explanation for the repeated failures in order accuracy, inventory verification, and fulfillment. 2. Immediate priority handling of the remaining items, with accurate tracking and confirmation. 3. Consideration of compensation for the delays, wasted travel, and operational impact caused by MSC’s errors.This situation has escalated beyond routine customer service. I expect a prompt, substantive response from a senior representative who can address these issues at the organizational level.Sincerely, Tony Jackson
Tony J.
They are the best and good prices
They are the best and good prices
Thomas Capler
We consistently get quality products…
We consistently get quality products quickly. Their competitive prices and easy account setup make reordering seamless, which is essential for keeping pace with our customers' demands.
Aidan Baynes
Would love to give this a minus zero rating!
I have never experienced such HORRIBLE customer service as from MSC. On November 21, 2025, I supposedly successfully placed an order. (I had to register with them, with my email and password, merely to place an order.) After placing the order, I immediately realized their form hadn’t required the 3-digit security code of my credit card. I immediately sent them an email advising them of that and asked them to contact me. No response. Then on November 24, three days later, I received an order acknowledgment which reported an estimated shipping date on November 25, the following day. The pending charge appeared in my credit card, so I assumed my order was good. But that same day, November 24, I received a contradictory email: "We have reviewed our system and confirmed that your order is currently under review by our Credit team. I have contacted them and requested that they reach out to you directly.If you prefer to speak with a Credit associate, please call 1-800-753-7997.For any additional information or assistance, you may reply to this email or contact our Customer Care Team at (800) 645-7270, and an associate will be glad to assist you.”I tried calling a “Credit Associate.” No answer. Then I called the “Customer Care team” and explained the situation. That person had no idea how to help me, so after a LONG hold on the phone, she connected me with Scott LaShomb. He was an arrogant jerk who kept making excuses. Finally I gave him my 3-digit code, which I hesitated to do over the phone. He said my order would ship the following day, November 25th, and I would receive a tracking number.On November 26, I had not received shipping information, so I tried to log into the site and check the status. Now their form didn’t recognize my password. I asked to reset it. 30 minutes later, I received the email to reset my password. I did, tried to log in again, and it did not recognize my NEW password. (Also a horrible non-responsive web site.)Also, a customer can't participate in a "live chat" unless first filling out a long form giving lots of information. I declined to do that.In total frustration, I called the “Customer Care” team. For the first time in dealing with this horrible company, someone competent answered, Esther Batesel. I asked her to check the status of my order. After another lengthy hold, she reported it was scheduled to ship that afternoon. Well, since it was already 1:30 pm, I doubted it. I asked her to cancel my order. She had to call Harrisburg again to cancel it.Then I did receive a successful cancellation email from Esther Batesel.I looked online for another seller of the product I wanted, found it at a lesser price, placed my order within about 5 minutes without having to go through all the registration process.I repeat: I have NEVER experienced such a horrible order process and such HORRIBLE “customer service.”
Dottie
Bad at what they are supposed to do (distributor)
Originally, all I needed to order was a small amount of chemically-resistant small diameter tubing for a home project. There have been so many issues with this order. MSC does not manufacture its products, it is a distributor. Thus, its only job is to keep inventory and distribute orders effectively. They seem inept at this:1) Online inventory is not correct. I had to call them and the order had to be split into multiple pieces since the full length of tubing was not available (fine)2) Order was split into multiple shipments. The second shipment had the wrong type of tubing (wrong size, color, diameter, material).3) Person I spoke with on the phone to correct this should not work in customer service. Why does it take an hour to explain that MSC just needs to send the correct order?4) MSC then sends more of the tubing weeks later, but without cutting to the length I actually ordered, so charges me for more than I ordered.5) MSC charges me AGAIN for ANOTHER full length of tubing that I did not order. They refuse to refund until the material is returned to them. This takes multiple emails to get a return label.6) [Update 12/9/26:] MSC did refund the amount for the duplicate full box of tubing. However, I had to email follow up for this to happen.I HIGHLY recommend you find another distributor.
Customer
Fast Shipping
Website is easy to navigate and they shipped my order very fast.
Peter
Thank You Francesca!
I called MSC because we received a package that was cancelled. In fact, it was cancelled the day it was ordered and it had not shipped. Anyway, the package arrived nonetheless. When I called customer service the first person I spoke with was cold and indifferent to say the least. Yes, they would take it back, but we would have to pay the return shipping. I explained that the order was cancelled in advance of the shipment, but, according to her, that did not matter. I asked to speak to a manager - or anyone really - that might actually listen to what happened and why we should not have to pay return shipping. She told that I would need to call back if I wanted to speak to someone else. Weird, but ok. I called and was fortunate enough to speak with Francesca. She was extremely helpful and addressed this issue in full. Thank you, Francesca!
DW
Overall products are great
Overall products are great. Arrived on time. Prices are reasonable. Slight defects on one out of four of the units received but still in working condition. Will purchase in the future and highly recommended.
ANTHONY
Work with them every day
Work with them every day
Joseph Box
In two decades of buying industrial supplies, I have never encountered a situation as frustrating
In two decades of buying industrial supplies, I have never encountered a situation as frustrating as this orderTwo‑month delay: After paying promptly, I waited 60 days with no shipment.Zero email support: Five consecutive emails received no reply.Inefficient phone help: Only after a 10‑minute hold did a representative finally locate my payment—sent by bank transfer because another agent told me card payment was impossible.No shipment, no proper refund: Even with the payment found, the order still cannot ship, and I am offered only a paper check that cannot be used for a replacement order.This is unacceptable and feels like deliberate mistreatment of your customers.
Nick Velichkin
The website is awful
Your website is a last-ditch effort to acquire items I need to do my job when they are out of stock elsewhere. I often can't find what I need and when I do, it's "unavailable". The search filter is worst part. Parts either have no information, incorrect information, incorrect descriptions, or incorrect images. I have repeatedly ordered items based on this inadequate/incorrect info only to get the wrong parts. Date of experience: All of the 5 years I've been stuck with MSC as one of my approved vendors. This is the 3rd time I've posted this. Trustpilot removed the review that THEY SOLICITED FROM ME because "they couldn't verify its authenticity".
FARRA,JOSHUA
Your web page needs updating
Your web page needs updating. I tried ordering inserts twice and both times they were a discontinued item that was shown as active on your site.I ended up using Travers Tool and my order went through the first time.
DALE
BIG BAD INFORMATION ordering online waste of TIME
Placed and online order 2 days ago. The order was for 8 items which were sold as per piece individual price, no minimum required upon the advertised and placed order for these 8 items priced individually separately. the next day I receive an email that the order cannot be filled because the suppling vendor has a minimum of 11 items not the 8 we ordered online. MSC would not complete the order, we had to go another supplier and cancel MSC's order after wasting several days trying to communicate with customer help! NOT GOOD!!!! Never want to give MSC another chance since being delt with the way customer service did.BIG BAD STUFF.
Doug Gillory
Good selection
Good selection, competitive pricing and quick shipping.
GREG
Quick answers and even quicker shipping
Their sales employee quickly answered all of my questions and a few days later the exact part I needed arrived. No drama is exactly what I wanted and I wasn't disappointed.
Chuck
Great Waste
Wonderful service, quick customer service. Product as we needed it and suggested by saleperson, Gavin. Helped us become compliant.
BRAD
Quotes and order acknowledgements are…
Quotes and order acknowledgements are received promptly. Issues are resolved promptly.
DMS
Quick shipping
Quick shipping, quality product. Thanks
ED
Found what I was looking for in stock…
Found what I was looking for in stock and affordable.
John
