Rockler Woodworking and Hardware Reviews 158

Stupidest return policy and they make it extra painful for you to accomplish. RUDE customer service and overall attitude for them. NEVER buying again from Rockler. Woodcraft is SO much better

I ordered a license key for the Woodshop Calculator Subscription - 1 Year. I never received the key in my email. I reordered and again did not receive the key. Customer service said the order was processing so they could not refund my money. That was November 24. Today is November 30 and the order still shows as "processing" and I still have not received a license key for either order. It's a mind-numbingly easy process to send the license key in an email. I can't imagine why it is an issue.

Voted worst place to work ... In 2023 most employees only received a 2% cost of living raise ... They don't payout banked vacation if you quit or are terminated which seems to be the trend after Receiving a Performance Improvement Plan so they can bypass unemployment.

I ordered from 10 day and my order hasn’t even arrived to ups

While the physical stores are wonderful and the people knowledgeable, the online experience ranks as the WORST I have ever encountered. Slow, lack of updates, bait and switch with pricing on clearance items (I have had four items cancelled over the last three months) and as obscure an experience as ever seen. Go somewhere, anywhere else than buying from these people through their online store. Even though they will show an Order as Processing forever, if you call and try to cancel, they refuse since something has occurred in the backend. After waiting over 2 weeks for a saw which I could have had off Amazon in two days, this is the last time I fall for the Rockler hype

Classic bait and switch with a twist. This is not the first time, not even the second, where rockler.com advertises a discounted price and then renigs on the sale. This time Rockler advertised the Festool combo kit 577119 on clearance from $999 for $899 with an additional 40% with their code. I made the purchase for $539.99+tax on Friday. Their website said it was in stock and ready to ship. From their website I saw that many others made similar purchases after me. On Monday I received an email that the order was canceled because they don't have it in stock. They don't have a clue what they're doing. I have since assigned their emails to spam. What a scam!

I've been a Rockler customer since 1982. No longer. I ordered a customized branding iron on July 9th 2024. The information I got with the order stated it would ship in 10 business days. I really needed it so I called after 10 business days. Customer service said, "oh it takes three weeks -- please call back. " So I called back, and Customer Service (CS) said they don't know what's happening with my order -- they outsource manufacturing to a vendor in Las Vegas. They wouldn't give me the name or any contact information for the manufacturer. They said the vendor is a small company, and is not good about answering the phone. The Rockler supervisor did not call me back; calls and emails to Rockler's "decision makers" went unanswered. Finally, I was told that they have the order, the vendor would make the branding iron, and ship it on 7/31. I asked for it to be expedited, given the delay -- and offered to pay for the expedited shipping. I was told they don't offer that service. I was given ridiculous excuses, such as "they won't allow metal to be shipped by airplane." I talked to several Rockler representative, and all said that "service" is not offered. Please -- if you ship by UPS, you can choose a number of different ways to ship. But not with Rockler -- congratulations on such a low regard for your customers and customer satisfaction.

3 days of UPS saying to file a claim and they refused to do anything until after 10 days now they tell UPS to return the package but guess what if they lost it they can't and Rockler says they will not refund my money until UPS sends them the package

They over sold on product and have called three times after no delivery date provide after a months waiting. My last call I was told I would receive a follow call a it is going on three days. I have purchase over $2000 worth of products from them and now feel like they do not appreciate me as a customer.

After sending an email to Rockler as suggested they promptly filled the order and it will arrive this week. I still think they need to work on clearly telling customers when something is on backorder and provide periodic details to those who our waiting but I am satisfied now and will continue to use there company in the future. Also it was my bad about the double billing comment. I thought they originally billed me but did not. They bill at shipping which is different than I thought.

I will never order from Rockler again. After I placed this update Rockler took this as me wanting to cancel my order. The person I talked to mentioned social media as the reason the cancelled my order. What company does that. They also would restart my order if I wanted but I would be back in the queue as if there was no history. I can get the same product other places but I think Rockler was loosing money on this transaction so they were looking for a way out. I am a patient person but not with poor service along with poor communication on top of the service. Good by Rockler hopefully you will reconsider how you treated valued customers.

I ordered PAPER plans over a month ago for some outdoor furniture. It has been on back order for over a month. They’re PAPER plans! Would it be so hard to send a pdf file ( I’m sure they have one) to Kinkos and have copies made? Or send me the pdf so I can have copies made? What kind of moron is running this company?

C’mon Rockler seriously! If I don’t give you consent to SELL MY INFO then I can’t see your website! Your loss! You guys are going to lose money acting like this.

A number of years ago, I purchased the then-stock Rockler Router table and the then current router lift to fit the table. It has served me well over the years and, in later years, as a part time employee of the company, I sold many of these configurations because they worked well. Now the next generation of lifts have arrived from Rockler "innovations" and they have stopped carrying the replacement inserts for the original lift. You can only purchase the overpriced aluminum pop-up inserts used by the current generation of lift which are not adaptable to the original lift. This is a cycle with Rockler. They sell and sell and sell items on the concept that it is the solution to our woodworking needs and then, "SQUIRREL!" they are on to something else, leaving customers holding on to items we can't get replacement parts for. Now I can tell you what the argument will be: " We can't stock parts for everything we've developed or sold so we have to choose." That's really bull. I have contacted customer service to ask if the inserts for the original lift were available and all I have received thus far is crickets. So, while there are many fine items in the Rockler inventory, just be aware that once purchased the clock is ticking until it is replaced by "innovation" and you are left holding the bag. Things as simple as the steel bench leg kits that sold for years have been "innovated" into obsolete items; no more drawer brackets, etc. I would give the two stores in my area a "5" rating on customer service but I have to give Corporate a "1" on long term Customer support.

I have a Rockler 1-1/2 interlocking sign making kit (State Park) that I have owned for a couple of years. Two of my letters have become damaged due to my own negligence and from having looked on the Rockler website, specifically FAQs, it says to contact them ref replacement letters.
As a UK customer I am disappointed by their response that "we do not send replacement letters out of the 48 states". My summation of this is that they are happy to take your money over amazon.com and ship a full new set no problems, but a couple of replacement letters they won't help! I find it shameful that you do not value your international customers the same as your US based customers. I'm so glad this is the only Rockler product I own, i will never purchase anything from Rockler ever again.

So I drove over an hour, with tolls to make my first visit to Rockler in Morristown, NJ after getting an email regarding a sale. I've ordered online before and have been happy with the products, so thought I'd pay the store a visit for the first time.
Getting there I see a difference in the products and the email pricing. I find out the sale is in two days. I called Rockler who suggested the manager might help. I explained the situation to the assistant manger, whose response was curt and unhelpful.
I understand that it my responsibility to read the email completely, but you'd think there might be some understanding about my predicament as well (about 3 hours travel time total)...Nope....Felt like I was talking to Javert in LeMis. No need for a return visit

On December 3rd 2023 I ordered a mini lathe from Rockler, along with all the extras. They didn’t ever give me a lathe. After a couple weeks I ask them and they tell me it’s out of stock. Well it was out of stock until February. Now it’s been 18 days that they have been selling it on their website and they have completely stopped responding to my emails. They took my money and refuse to give me the lathe. I believe they want me to ask for a refund because I bought it on sale and they don’t want to give it to me. Either that or they are just scamming me. Since they refuse to answer me I am now getting my states attorney general involved to try and get them to be reasonable people. This is easily the worst company I’ve ever made a purchase from, I’d rather a company just steal my credit card info. They literally don’t answer emails and they stole $330 from me. They will respond here telling me to send them an email but then they will never respond to it, it’s all fake.

I purchased the Rockler juice groove jig. Well built and nice tooling. BUT, #1: The system only allows you to run a grove 1" from the edge. No other option. Too far in. #2. You can only run a wide rounded corner. No option for a square corner. Without options, I could only rate it a 3. Will not be my go to jig until options change.

My order was shipped via UPS. In spite of my communicating with the 800# of UPS, the local office and the many drivers we have. Giving them access codes to gates on the property and asking they deliver pkgs to the house, my Rockler pkg was left outside a unmonitored gate and was stolen.
UPS takes no responsibility and told me to file a complaint with Rockler, which I did.
ROCKLER TOLD ME IT WASN'T THIER PROBLEM AS THE PKG SHOWS DELIVERED. IF IT WAS STOLEN, FILE A POLICE REPORT.
Rockler hired UPS to make the delivery, UPS has instructions to deliver ALL pkgs to the house, and I'm the one who gets screwed.
NO MORE PURCHASES FROM ROCKLER BY ME.
Just received a reply from Rockler on my review. They are telling me to contact Rockler with my order number.THAT IS WHAT I DID, AND THAT IS WHEN THEY TOLD ME TO FILE A POLICE REPORT. NOT ROCKLERS PROBLEM. I ASKED FIR THEIR HELP AND I GOT CRICKETS

Absolutely awful customer service. Correction, no customer service. They will not provide tracking for shipment. They will not respond to emails. Simply avoid them. Don’t buy from them. You deserve better.

I was visiting my family in Charlotte NC in November of 2023 and visited the Rockler store there. I purchased the new Script font Sign Making Kit. When i returned home to Canada and attmpted to use the kit I found that it was missing pieces. I contacted Rokler Cusomner Care and was told that they do not ship to Canada, I gave them a U..S, address to ship to along with a copy of the receipt as they requested. I have since received a response that said that since the kit was purchased for a store that I would have to deal with them directly.
It took a few emails and phone calls but I finally got help from Marcela who works in Customer Care. She took my concern seriously and opened a case number for me and arranged to have the missing pieces sent out. Thank You Marcela for really caring for customers.

Very unresponsive and seem to want to find reason not to allow return of item that was broken when received.

Purchased a number of items over last couple months. Small items seem to come in with little issue. Ordered a Leigh dovetail jig 12/7, showed in stock, order confirm, charged for item, 10 days passed nothing. Called person said just pulled should see shipping notice soon. 12/23, nothing still! No response from email requests for update.

Phenolic router table top. Arrived seemed fine as to packaging, etc., opened and flipped over to mount dust cabinet, cut my fingers. Sent return/credit request, for cracked top, about ten days later asking for picture of packaging, label, confirm address - confired no apprent damage or tears in packaging, but cracked through to miter track. Responded, no response yet.

Not a good feeling about larger purchases from them at all, force you to call, wait times are long and still no meaningful impact on fulfillment - over 2 weeks later still no (expensive) Leigh jig I paid for and not updates, not shipped. Be wary!