Story? Well this one is so old that it might predate their Web site, or at least my use of it. In fact it dates back to antiquity, when you used to be able to buy socket head cap screws from them BY THE PIECE!
I needed ten low head SHCS, so that's what I ordered. They sent, and billed for, a box of one hundred. I figured,"Crap, I'll never use these" so I called and complained. The conversation went something like this:
"Those are sold by the box."
"No, my catalog says I can order by the piece."
"What number is your catalog?"
"Number xxx"
"We have a new catalog."
At that point I figured I was stuck but I said, "I haven't received a new catalog." Truth be told at that point I had never received a McMaster catalog and was ordering out of an old copy that had come from a previous employer, but she immediately said, "if you haven't received a new catalog I will send you one and credit your account for the ninety screws."
So I said, "OK, but how do I send them back?" And she floored me by saying, "Scrap them in the field."
"What?"
"Keep them."
Now admittedly this wasn't a whole lot of money, but I figured that if they were that serious about keeping a customer happy, this is the company to do business with. In the thirty years since I've never been disappointed with them.
Dennis