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Grizzly’s Unclear Policy on Shipping Addresses for Credit Card Orders

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Forum topic by djm555 posted 06-09-2009 04:22 AM 1450 views 0 times favorited 16 replies Add to Favorites Watch
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djm555

12 posts in 2752 days


06-09-2009 04:22 AM

This post is meant as a heads up for those of you who are considering a purchase from Grizzly. In short, for certain “name-brand” items—their choice of words, not mine—you must use the billing address of your credit card as the shipping address for your order.

Here’s what happened. Yesterday, I used Grizzly’s web site to order a Grizzly tenoning jig [H7583] and a DeWalt stacked dado set [H7200-DW7670]. The decision to buy these particular items was based mostly on good reviews for both items posted here. I paid for the items using a credit card and entered my work address for shipping and my home address for billing. The order was accepted and I received the following confirmation.

“Thank you for ordering from Grizzly.com!

We hope that you had a pleasant shopping experience. The following email is a summary of the order that we are currently processing for you. Please retain this email as your proof of purchase.”

Then, today I received the following email.

“Thank you for your internet order #XXXXXX, web reference #YYYYYY.

Due to the large number of fraudulent transactions related to power tool purchases, we do not ship name-brand merchandise to an address other than the credit card billing address. If you would like us to ship the order to the billing address listed below, please call our Toll Free Order Line at 1-800-523-4777 or email us an authorization to do so.”

For reference, here’s what is posted about paying for purchases on Grizzly’s Web Site.

“How can I pay for my order?

The most efficient way to pay for your order is by Bank Wire Transfer, Western Union, or Paypal. Please note, there is a $30.00 processing fee. Due to fraud, we no longer accept cashier’s checks or money orders. If you prefer to pay by credit card, please be aware that we require Electronic Billing Address Verification in lieu of a signature, and are unable to process orders that do not receive this verification.”

After receiving the email about the problem with my order, I called Grizzly to ask for clarification. The CSR said that this was part of their policy on shipments of “name-brand” items and credit card payments. When I asked whether this policy was stated on Grizzly’s web site, she said she didn’t know. She suggested that I send in a check to pay for the order. I didn’t want to do that, because it would be slow and my level of consumer protection would be much greater when using a credit card to pay. Instead, I told her I would call my bank and add a second authorized address to my credit card. I’ve had to do this in the past for orders placed with other companies and other credit cards.

I spoke with a CSR at my bank and he added my business address as a secondary address to my credit card account. He said that it was effective immediately, but suggested I wait about five minutes before calling Grizzly. However, when I called Grizzly back ten minutes later, the CSR was unable to “verify” my business address. She said that only my primary billing address, i.e. my home address where the bill is sent, could be verified by Grizzly’s electronic verification system. At that point, I decided I would place my order with a different company. I asked the CSR to cancel the order and send me an email verifying that the order was canceled. Several hours later, I’m still waiting for that email. Is it really that hard to cancel an order and send an email to a customer?

Overall, I was a bit disappointed with Grizzly. This order was a test, because I am planning to order a band saw and a drill press in the near future and Grizzly was near the top of the list given the consistently good reviews it receives for these items. But before ordering anything that expensive, I needed to see good execution on a relatively simple order. In this case, Grizzly did not pass my test, so I’ve removed them from consideration for the larger items I’m planning to purchase.

I encourage any representative of Grizzly who reads the LJ forums to clarify Grizzly’s policy on shipping/billing address requirements for credit card orders. Did I miss something on Grizzly’s web site?


16 replies so far

View Don K.'s profile

Don K.

1075 posts in 2786 days


#1 posted 06-09-2009 05:57 AM

Wow…thats weird…When I paid for mine a couple of weeks ago…I used one of my business credit cards which I use for my remodeling business. The “Billing address” is different than my home address as I have a office for my remodeling business. When I ordered all my tools…I had them shipped to my home address. So my billing address and shipping address were different…and a few days later my tools were at my drive way.

I wonder if this is something new they have started in the last few days ???

-- Don S.E. OK

View a1Jim's profile

a1Jim

115201 posts in 3037 days


#2 posted 06-09-2009 06:48 AM

My billing address is different than my shipping address and I didn’t have any problems ether.

-- http://artisticwoodstudio.com Custom furniture

View TopamaxSurvivor's profile

TopamaxSurvivor

17654 posts in 3135 days


#3 posted 06-09-2009 08:00 AM

There is so much fraud, if the two are different, how do they know who is using the CC? I have run into this occasionally in other business matters, requiring a physical address, or billing ansd shipping teh same, but everything of value goes to my PO Box because of mail theft. Getting it NOW and HI-TECH are convenient, but the ease of fraudlent activity it prepetuates sucks!!

-- Bob in WW ~ "some old things are lovely, warm still with life ... of the forgotten men who made them." - D.H. Lawrence

View jerryz's profile

jerryz

164 posts in 2738 days


#4 posted 06-09-2009 10:04 AM

Wow, TopamaxSurvivor I hope you will not have anything like a band saw shipped to your PO Box that will make for a very unhappy people at your postal facility hehehe. Actually many companies will not ship to a PO precisely for that reason.
And if using a UPS store or similar you better be a good friend of the owner lol.

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TopamaxSurvivor

17654 posts in 3135 days


#5 posted 06-09-2009 10:33 AM

The point I was making is the inconviences and ironies of balancing security with fraudlent activity. UPS left a rifle setting by my front door even though it was stamped signature required all over the package!! Should have sent it to the PO Box, eh? I have caught theives at our mail box 3 or 4 times. That’s why noting of value comes to it. Anything worth putting a stamp on doesn’t get mailed from it either.

-- Bob in WW ~ "some old things are lovely, warm still with life ... of the forgotten men who made them." - D.H. Lawrence

View djm555's profile

djm555

12 posts in 2752 days


#6 posted 06-09-2009 12:32 PM

Thanks to all for your comments.

Don and Jim,

Just to clarify, did you buy at least one item that Grizzly might consider “name-brand”? I haven’t found a list of what Grizzly considers “name-brand” tools, but their web site has a large advertisement near the center featuring several tools from DeWalt and the title “Save Big on Brand Name Power and Air Tools”.

It’s also worth noting that this was my first order with Grizzly. The first CSR at Grizzly suggested that an exception to the policy might be possible if I had a history with the company. She put me on hold for a few minutes during our conversation, but returned to say that the order couldn’t be shipped to my work address.

TopamaxSurvivor,

I realize that fraud is a problem for credit card orders, especially for internet sales, and I don’t fault Grizzly for taking steps to limit it. But I think it’s legitimate to ask companies to make their policies as transparent as possible to customers. At the minimum, Grizzly should include a message on their web site listing the items for which the shipping address-billing address policy applies for credit card orders. A step above that would be to prevent customers from placing orders with different billing and shipping addresses when this policy applies.

As for your question: There is so much fraud, if the two are different, how do they know who is using the CC? I suggest that Grizzly could call my credit card issuer to verify that my business address is listed on my credit card account as a secondary address. The CSR at the bank required several pieces of verifying information before I could add that address to the account, so there is some level of protection against the use of stolen credit card information.

View Don K.'s profile

Don K.

1075 posts in 2786 days


#7 posted 06-09-2009 01:41 PM

djm555,
Sorry, I guess I misunderstood….No….all I have bought from Grizzly is “House brand”, and small accessory’s no Dewalt etc.

-- Don S.E. OK

View TopamaxSurvivor's profile

TopamaxSurvivor

17654 posts in 3135 days


#8 posted 06-09-2009 09:26 PM

I didn’t realize you were talking about differrnet policies for differnt lines. I agree, it make no sense at all. There must be some self serving motive behind that, like directing youi to the “house” brand ??:-))

-- Bob in WW ~ "some old things are lovely, warm still with life ... of the forgotten men who made them." - D.H. Lawrence

View FEDSAWDAVE's profile

FEDSAWDAVE

293 posts in 2891 days


#9 posted 06-10-2009 01:13 AM

“Your level of consumer protection.”
I understand that but… YOU must understand the sellers level of “vendor protection.”

I could tell ya horror stories.

-- David, Tools4solidsurface.com

View cabinetmaster's profile

cabinetmaster

10874 posts in 3018 days


#10 posted 06-10-2009 01:28 AM

It’s all part of the new credit policies. I’ve had it happen with other companies lately myself. Thank our government for that.

-- Jerry--A man can never have enough tools or clamps

View FEDSAWDAVE's profile

FEDSAWDAVE

293 posts in 2891 days


#11 posted 06-10-2009 01:50 AM

And the government did what cabinetmaster? I do believe the government instituted policies that the credit card companies were not to fond of. More didclosure by them is a good thing.

My point is…is that vendors get tired of the “let me buy a tool for my project” crowd who then call 2 weeks later and try the ” I need to return this tool” mung. Then lie through their teeth that the tool just does not work when in FACT…their project is over so lets just screw the big rich vendor.

While this is totally differant than what the original poster had stated, it is a course of action through mega legalese that vendors MUST take to protect themselves from certain dishonest buyers.

-- David, Tools4solidsurface.com

View cabinetmaster's profile

cabinetmaster

10874 posts in 3018 days


#12 posted 06-10-2009 01:55 AM

Sorry Dave…............. I do agree with the statement that credit card companies did not like the changes but it also lets the credit companies to have tighter controls too. I can also see your point as a retailer.

-- Jerry--A man can never have enough tools or clamps

View FEDSAWDAVE's profile

FEDSAWDAVE

293 posts in 2891 days


#13 posted 06-10-2009 07:17 PM

Amen to that…

-- David, Tools4solidsurface.com

View TopamaxSurvivor's profile

TopamaxSurvivor

17654 posts in 3135 days


#14 posted 06-10-2009 09:56 PM

It’s all speculation. A few years ago Amazon was using a tiered pricing structure for their customers. The regulars were charged higher prices than new customers. That’s what loyalty will get you in the 21st century:-(( This was reported in the news media. I’m sure it PO’d a lot of regular Amazon users :-))

-- Bob in WW ~ "some old things are lovely, warm still with life ... of the forgotten men who made them." - D.H. Lawrence

View juniorjock's profile

juniorjock

1930 posts in 3225 days


#15 posted 06-11-2009 03:34 AM

I recently had to make sure my credit card company had my street address as well as my mailing address and it had nothing to do with Grizzly. It was with another company….. Think about it, do you blame them?

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