Rockler Woodworking and Hardware Reviews 158

I ordered something was not stocked in their stores or by Rocklers. I tried to pay the additional shipping when I ordered this item. I was told no I will not have to pay the additional shipping. Rocklers says it sent me an email asking for the additional shipping. I do not know where they sent it but I ddid not receive it. I did get the order cancelation email. My project is now about 2 weeks behind schedule. There is a reason that we have spent 1/20th the amount with rocklers this year than we have with one of their competitors. Avoid them if you can.

I visited the store in Houston and I was very happy with everyone at the store, it was very clean and well organized.

I purchased a 10 pack of Mirka Garnet sandpaper from Rockler. Looked like a great product. I also purchased a new hook and loop sanding pad for my Frstool 125 5” sander. SANDPAPER FLIES OFF A NEW PAD. Worthless product - do not buy. Will not adhere for more than two minutes.

After deciding to buy a Festool Kapex Miter Saw for nearly $1600 I chose Rockler Woodworking and Hardware as they are a US-based company. I started the order process online. Their website said that the Festool Miter Saw was in stock. However, after several “tries” on the website, I called the online order phone line.
I spoke to a very nice salesperson who confirmed the item was in stock and available on Wednesday morning. He stated that the item would ship as we were talking in the early morning. After placing the order, I received a bank notification alerting me of the large purchase on my credit card and an email from Rockler with confirmation of the sale.
On Thursday morning, I checked online and found my order status was that the item was “Picked” but not yet shipped. This concerned me, but I thought I was check again latter.
On Friday morning (2 days later) I called Rockler to check on the order status, they were having computer issues and he said that he would need to check and call me back. He never called back!
After waiting all day, I called at the end of the business day and spoke to a different person, they could only tell me that the Miter Saw was “picked” and awaiting shipment on Monday. I did not understand why it had not yet been shipped given that this in stock item was ordered 2 days earlier!
On Monday I spoke with Rockler Sales again and now the story was that my Miter Saw was NOT SHIPPED and on backorder!
During all the calls the Rockler staff was understanding of my frustration with this changing story, but not willing to do anything to make it right. I cancelled the order!
This lack of customer support has changed my opinion of Rockler Woodworking and Hardware! I will now be shopping elsewhere.

Careful buying from the Rockler website especially on a weekend. Their site offers no means for you to edit or cancel your order. You must call in to do that, that is, when they’re open.

• I submitted an order on Sunday with a shipping address error.

• Finding no means to correct it, I immediately submitted their customer service form and also sent a redundant email with subject “Bad shipping address” and my order #.

• I called Monday morning and was told the order was already processed and that there was nothing Rockler would/could do about it. Seems the warehouse opens earlier than customer service and processes the orders.

•• This morning, a week later, I received my first reply from Rockler to the email form.

This was my mistake, wrong shipping address. But they offer the user no way to correct. You might enter wrong number, color or something else. Be careful because it will be yours. That is, if it was shipped to you.

Really disappointed in Rockler.

I ordered a box of 1 5/8" trim screws. The box arrived, not terribly quickly; and although marked as 1 5/8" the screws were 1".

I informed Rockler and got in a negative feedback loop. Rather than just send the correct screws (and check their supply), Rockler requested pictures, which, when sent, were rejected by their system. I decided to blow it off, I don't need $100 worth of aggravation over $10 worth of screws. What a terrible company.

On 10/21 I ordered a 3 piece Engineer's square set. I received it 10 days later and was happy it came so quickly. The problem lies is when I was billed for it. I received the bill for the squares on my February credit card statement. Isn't four months a little excessive for billing?
I could see 1 month for billing but four months! I run a business and I bill my customers on a monthly basis. This is not the first time this is happened. Rockler should step up and correct this issue promptly.

I went to Rockler web site with the intention making purchase after the item I selected was in my cart a pop up appeared offering free shipping in the continental U.S. in exchange for my email address. I provide email and received code that did not work so today I contacted Rockler by phone and was told Alaska was not in the continental U.S. which is false, so they got my email which they are free to sell or do what ever they choose and I got nothing. I think this is a very deceitful practice /poor business model. I also asked for them to pay half of shipping price $13 which they refused to do.

So Rockler responded to my review and admitted to there mistake promising to make things right by giving me $30 gift card. Unfortunately this never happened gave them information they requested no response then spent 20 minutes plus on the phone was told it would be taken care off, never happened. I've checked spam email and promotions no gift card. Just more bad service from poorly run company. Also I purchased the Festool hose I tried to purchase from Rockler from reliable dealer, $6 cheaper for same item shipped from further distance.

Gave away cool Rockler alum stool/platform to good friend in need, so re-ordered another for myself. New one arrived, however metal supports were badly damaged - obvious when opened box; however packaging showed no sign of damage. Called customer service and explained issue, who apologized and politely explained to simply return it following the process she would email to me. I taped up original box, paid return shipping and emailed CS copy of my payment receipt. Soon afterwards I received a Rockler email stating the item was received and Rockler would refund the 'item cost' to my credit card; however claiming since I never called customer service, they would not reimburse the return shipping fee ($23). I phoned CS to explain that I in fact did (even provided date, time and CS rep name), but they would not acknowledge the possibility of my statement "until they pulled the recording for review that I in fact had conversation and stated the damage to CS". After a few more calls, including having to escalate to a supervisor since policy is to receive the refund via a gift card ... I convinced her to credit my credit card; and had to [again] convince them that they already had copy of my receipt of return shipping. Yes, yet another call back stating they had it. All said, I spent a lot of my time trying to convince several Rockler CS folks who fell just short of calling me a lier several times, and never sincerely giving me the possibility of being an honest multi-year customer who has spent well over a thousand dollars in merchandise - only to be treated with such little respect. Oh, I will pass this experience on to all my woodworking friends.

placed an order late Friday night and forgot a few items. did not want to pay double shipping so I called early the next day. it was already packed so it could not be edited. Super nice helpful CS rep Terrie could not have been more awesome !! All CS reps should be more like her. It was a pleasure talking with her and the experience would definitely make me order from them again.

I ordered a set of EZ door sliders and related items. Website said all items were in stock. Got an email that they shipped the order. The day after the first email I received another email stating that part of the order was backdated a month and a half. The items I received are worthless without the entire order. One would think that would be obvious to Rockler. I am a remodel professional and couldnt wait for the missing items. I sent the received items back to them via UPS. Subsequently received an email telling me the entire transaction amount, minus taxes, was being used as a restock fee. $167 dollars worth. Never do business with them unless you want a serious headache and enjoy being ripped off. Hopefully Paypal will make the situation right.

Bad customer service and glitchy website. I ordered 2 of the same item this morning and they charged me for 3. I chose the shipping that would take up to 2 weeks and when I called I was told they couldn’t do anything about it because it already shipped out which I find hard to believe if shipping is 2 weeks away. Anyway the third item made the shipping price increase. I was told I can just return the item once I receive it which means 2 weeks to get here 2 weeks to send back AND I would have to pay the shipping when I did nothing wrong on my part . Just trying to get my husband his Father’s Day gift. Horrible company and horrible customer service would not recommend at all

Ordered Ash wood filler and received Alder wood filler.

Yesterday I reported Rockler to the Federal Trade Commission for fraud and just the worst service I've ever seen.
I bought a palm sander. It arrived and after I opened the box I new that this was not a new sander. So I put it back in the box and requested a refund. Many emails and lies later I couldn't even get them to send me a mailing label so that could verify my claim that they sold me a sander that wasn't new. Of course they protested that they don't sell used stuff but the numerous photos I sent them on two occasions that show that "someone" had used it before me, got them to at least admit that they needed to see the sander. Rebeccah, the customer rep, finally said she had gotten permission to send a mailer. (and they also used Covid as an excuse for their intransigence), But alas, 10 days after that, and 45 days after purchase, it hasn't shown up. Now it looks like they are going to get a hard look from the authorities and maybe I'll get my money back.

There are plenty of great places to buy your equipment. Rockler isn't one of them.

I ordered 2 quarts of Armour Seal on 2/26/21. The order confirmation email that I received only showed Billing address and Shipping address. There was no other order info or amount spent. The order arrived on 3/3/21 along with 4 bar clamps which I did not order and was charged for and a backordered router dado jig which I received and paid for the week before. To make matters worse they are blaming me for their screw up. It took 3 phone calls and a week and a half to get the router dado jig cancelled because I already received it and paid for it the week before and to get a UPS return label emailed to me. I returned the package to the UPS store on 3/11/21 and the tracking number showed it was returned to Rockler's on 3/12/21. It is now 3/19/21 and NO refund yet. So another phone call and now I am being told that it will take up to 2 weeks to get my refund due to Covid 19. Number one rule in sales and customer service, DON'T BLAME THE CUSTOMER FOR YOUR SCREW UP! Also STOP using Covid 19 as an Excuse For your SCREW UP'S.

Update: After a couple more emails to Rockler and their third-party payment partner (after posting this review), I finally got a full refund for my order. I don't know what happened to the items themselves but order status on Rockler's website says "Returned". I have added one star to my original rating since I got a refund but I'm still going to avoid shopping with Rockler for the time being.

Tl;dr If you're ordering from an international address, I suggest you avoid Rockler.

I ordered a honing guide and a digital rolling marking gauge from Rockler on the 20th of January, 2021. Today is March, 4th and the items are god knows where.

I reside in India and I was foolish enough to think Rockler or their third party payment/shipment processing companies would be competent enough to deliver the items I ordered to my address. They even collected shipping, customs duty, and taxes during checkout. The items got shipped in a few days but after that it's just been stuck with UPS at customs clearance and nobody at Rockler has any idea what to do or any interest to help me out.

I have contacted Rockler multiple times and they either just point me to one of their third party partners or just send an automated email saying they're busy. I then try to contact those other companies and they point me back to Rockler saying they have no idea about order status. I've been running around circles for the past 3-4 weeks and there's still no sign that Rockler is going to help me out. I feel lost and tired. I have yet to come across a more incompetent and uncaring customer service.

I spent around 150 bucks on the order which is a substantial amount in Indian currency and I'm not hopeful that I'll get it back since I'm not in the U.S. and can't walk into one of their stores to explain my situation. What a waste of money. I was fooled by their catalogue into making the purchase but never again!

I think companies that treat customers like this shouldn't really get your business. Do yourself a favor and give them a hard pass.

I placed an order with this company for a backordered cnc. This company billed me twice for a total of $12,000 it took a week for the charges to drop off they then cancelled my order. I called the company and was told they cancelled my order because they forgot to bill me for a "lift gate delivery" for the 80lb cnc. I agreed for the lift gate charge.They then billed me twice again $65 x2 and informed me it will take another two weeks to ship. I cancelled order demanded they remove the double charge again. Immediatley after i hung up i checked my bank and they had just charged my card another $620 . I called them back and they informed me they had cancelled the order and reversed the double $65 charges. I asked why did they charge me another $620 for ? They told me they didn't know why they did it, but dont worry it will drop off. So here I go into the weekend overdrafted thanks to Rockler!

As a former customer I have made hundreds of purchases most of the time okay but some are very slow in shipping. My last order came without some of the brackets. After an hour on the phone with a non-existent customer service I still have no clue if I'll ever see my parts it's been over a month. I usually charge $40 an hour Wonder if they'll make my time worth it lol

I purchased a precision miter gauge several years ago and made 2 picture frames. I encountered heath issues which kept me out of the wood shop. I recently purchased the fence for this and was setting it up when one of the screws in the piece that slides in the miter slot of the table saw striped out. This is a very [poor design and Rockler has since redesigned it. I talked to technical support, explained the issue and ask if I could get a replacement bar or purchase the new design at a discount. The Rep. said he would talk to Customer service and do. After a several minute wait he came back on and said the is nothing they could do. Lost a good customer!

Ordered some clamps on a Friday, had an unexpected financial issue come up. Contacted them via email on a Saturday, requested the order be cancelled before it shipped Monday. They decided to charge my credit card and ship the product AFTER I had made the request. Contacted the shipper and requested they return to sender. Rockler received the product back on 1/13/21 and said the refund could take up to a month! Really? Horrible customer service. Go elsewhere, anywhere.