Rockler Woodworking and Hardware Reviews 158

After 30 days my order was not delivered. Rockler said they would ship out a new item. Never got a confirmation that was done. 2 more weeks have gone by and I have not yet received what I paid for.

Ordered Adirondack chair templates , long delivery time opened the pack and was very dissatisfied- flimsy cardboard but also approx 5 pie pecs had to be made by self - if I had wanted to make templates myself I would have downloaded free plans !
Rockler contacted me to find out if I had received templates and I replied no and they used this as my review !!
Now cannot post that I am most dissatisfied with this cheap tatty half made product.
I do NOT recommend this company , has taught me to read reviews first as this company is regularly not recommended by buyers
Cheap overpriced product and difficulty leaving an up to date review !!

I wish I had read the reviews on customer service and returns before purchasing. My bad. I have not received a followup email about a return inquiry. A lot of these are not COVID related. Several are before February 2020. Any CEO should be firing the Customer Service Manager/s over these overwhelmingly bad reviews. Either the CEO is unaware or is as derelict in customer service as the CS people themselves. In either case, the CEO should be on the street as well.

My father in law placed a simple order for two gift cards shipped to me on 12/16 and it is now 1/5 and I have not received them yet. According to the order status page this order is still in an Invoiced state and not shipped.

Emailed customer service a week ago with no response, so I elected to use the live chat function.

It took ten minutes to get a representative to answer. I was told the order did ship but it was done via USPS so they cannot provide tracking. When I asked why this didn't update on the site the CS rep simply said 'it won't.' Got nothing but single word answers with a clear indication that the rep didn't care about my order.

Other holiday gifts have shipped via USPS and everyone of them provided shipping information. If this was for an in-store product I might understand, but this is an order for gift cards.

My father in law chose Rockler because of their reputation for high quality and great customer service. Clear to me now that at least the latter is untrue. Definitely will take my business elsewhere going forward.

New and former customer here

I ordered a Rikon Bandsaw during the Black Friday sale and without notifying me they cancelled my order within a few days. I called them back and after waiting on hold for 40 minutes the CS guy said he couldn’t tell me why they cancelled the order, but blamed it on my bank...not true. So he put the order back in and the bandsaw was suppose to be back in stock Dec 16th so today the Dec 17th I Called rockler back to see if they had gotten the bandsaw back in stock and were about to ship it to me, but the lady told me that she could not see any signs of that bandsaw being back in stock and had no idea when they would be getting any in so again my order was cancelled after holding me up for over two weeks with no notice of cancellation or anything. This company shows to sell a lot of good quality tools etc.. but doesn’t seem to have a lot of it in stock, but they do not tell the customer this. It appears there’s a little false advertisement going on here. I won’t be purchasing anything from this company again, there are to many good ones out there that will take care of their business and yours.

I purchased two "quick lever aluminum clamps" thinking they were one handed clamps. However they do not crawl up the bar, they simply close down a bit with a squeeze (to my mind not tightly enough). This is a useless cockamamie idea of how a clamp should work. Unfortunately their return and handling policy makes it more expensive to return them. Rockler just lost another customer.

1) My response to Rockler's response : I already reached out to Returns and was told I'd have to pay shipping and handling which is a large portion of the original cost. Not worth it. In my opinion, "Quick Clamp" is synonymous with "Single Handed Clamp" and therefore Rockler should pick up S&H cost (because of their deceptive product description.)

Wow, wish i had read other reviews before ordering from them. i always thought Rockler was a "top notch" company. that said, i just got off the phone with CS and she was EXTREMELY rude and said "go ahead and order from someone else, ill cancel your order. Thank you, goodbye" They have forever lost my business and i would not recommend.

In the past 4 years I have spent over$6000 at the local rockler store. My main complaint is they advertise a sale and don't have any product to take. Then thay blame it on the supplier. This company runs on a shoestring. No product in the local stores and no product in their warehouse. I laid out nearly $700 on a dust collector, got a form stating I would get a confirmation email in 5 minutes. Several days later I was at the store and asked about it. They checked and it was a good order. With no shipping information. That is a vendor problem. They are behind on production. Later the day I went to a local wood supplier. For the same price they had 4 units sitting on the floor. They said that they knew the sale was coming and ordered up front.
I am done with rockler there are to many local suppliers with great service to continue going this company.

ONCE THEY HAVE YOUR MONEY THEY'RE DONE WITH YOU.

I made my order on the 12th of November, and my order was sent via UPS, in which on the 16th it was handed off to USPS in my home town, and has been there ever since. I reached out to Rockler to investigate, and they told me that I had to wait until November 30th before they will look into it. This is in my opinion is bad customer service, and will not order from them again.

Never, never again will order online from Rockler. Still waiting for my order.
On Nov 9,2020, I ordered for items from Rockler. Two 24 inches and two 50 inches Bessey parallel clamps. Two 50 inch and one 24 inch come in one package. The parcel was torn and items broken.I have refused to accept this package from UPS. The package returned to the sender.An hour later a second packet came with one 24 inch clamp. I accepted. I called the Rockler costumer service several times without any effect. Rockler remove the order number from check your order status.
APDATE 11/20/2020
BBB works wonders. I didn’t have to call Rockler. Rockler called me. They offer full refund. Thanks BBB.

In order to obtain UPS delivery to my address, I was told I have to check a box that affirms I can’t get mail at my residence. The cost is no different to myself but I have to lie in order to get UPS without USPS involvement.

I stand by my comments. When a customer selects “economy”, th

If you intended to not be deceptive in the process, the option would not be “economy shipping” which infers less expense to your customer which there isn’t. It isn’t until the order has shipped that I get an email telling me how it was shipped and why it may be delayed.

This is unethical and I am disappointed in Rockler for this deception.
George Walker

Post Rockler Response:
I stand by my review. When a customer selects “economy”, there is no disclosure that it will ship through the local post office via UPS Solutions. That is my point; the customer should know it then rather than get an email after it ships why it may be delayed because of USPS involvement in your “Economy Shipping” which is your practice. That is deceptive. There are no instructions about noting in your “Shipping Comments/Instructions” that in order to have it go UPS to the address it must be noted. That is deceptive. “Economy” shipping implies savings to the customer which there is not. That is deceptive. And in every case I have had, using UPS Innovations (which you don’t disclose at any time during checkout) adds days to the shipment. Even your response to my review is deceptive. A PR response with no relevance to the issue.

Sent from my iPhone

I’ve spent a fair amount of money at Rockler and they have a number of good products. However they refuse to stand behind the products and brands they sell. Had a Triton orbital sander quit working after 110 days and neither triton nor Rockler would provide any relief. I’d give both 0 stars if it was possible. I’ll go to Woodcraft from now on.

Worst online purchase experience. They repeatedly changed the date of a sale item coming back into stock. Delayed so long that amazon cancelled payment and they will not reinstate the order at sale price. Complete waste of time and will be my last purchase.

Received Dewalt DW735X Planner with the accessory tables included. The hardware bag needed for the installation of the tables was not included. Checked online and this seems to be a problem with other owners also.
Contacted Rockler, waiting for response on turn around time.
Its very frustrating having to wait for missing parts. It causes production delays in my shop. For this kind of money spent I expected better service.
Update. I found the hardware in question thanks to Rockler's communication and quick response.

They shipped my order to wrong address, sent wrong quantity and when I returned the item, they refuse to refund my money.
I had to call more than 10 times but still no refund.

They don't even deserve 1 star

Their return policy is atrocious. Customer service is equally infuriating and severely subpar. Sear's and robuck in 1880 were more technically sophisticated than rockler's customer service department. I am a carpenter and general contractor Rockler will never receive my patronage again.

I ordered a DeWalt heavy duty 6 1/2” track saw on 08/05/2020 and on 08/11/2020 I received the saw but no track. I called customer service and I was told that I should have the track in a few days, that never happened. I called customer service two more times to check on the track and both times and both times they told me that it should be on its way soon. Meanwhile I keep getting emails from Rockler asking me how I’m liking my new track saw. I can’t use it without the track and my jobs that I have keep piling up and I’m getting further and further behind. I’ve had the saw for 5 weeks now without the track. I called customer service again on 09/17/2020 and the CSR said it’s on backorder and that my only option would be to drive 120 miles to one of their stores to pick up the track. I asked to speak with a supervisor and she didn’t seem too concerned and couldn’t even tell me when I would receive the track and that my only other option would be to drive 120 miles to one of their stores to pick up the track. I was surprised that she didn’t offer me any other alternatives. That was not an option for me because all of my work now is backed up five weeks and I have lost jobs due to not having a track to go with my track saw. I ended up having to cancel the order and send the saw back but I won’t get a refund until they receive it. I’m now forced to go to Home Depot to buy one, which is what I should’ve done in the first place, and now I will have to wait on my refund. I wouldn’t recommend Rockler to anyone and I won’t buy from them again.

UPDATE 9/22/2020: I got what appears to be the standard computer generated Rockler response saying that they regret that they missed the mark and that they wanted to try and make things right and to please email them and give them my contact information so I did and NO RESPONSE. It seems to prove to me that Rockler doesn’t care about customer service at all. I read other bad reviews about terrible experiences with Rockler and most had the exact same response as I got. I wonder if anyone got any resolution to their problems with Rockler.

UPDATE 10/01/2020: I finally got my refund on the track saw that I ordered (almost 8 weeks ago) and never received the track and still NO RESPONSE from Rockler customer service. Worst customer service experience ever.

Great customer service after I mistakenly placed a double order. They took care of the shipment and quickly refunded the purchase price. Very fair treatment.

Recently ordered a $2000 SJOGREN workbench through Rockler. There was a 2 month delivery time which was advertised at ordering so that was not a problem. When the unit arrived part of the packaging was torn. It was not until I unpacked the whole unit that I realized the fasteners for the workbench were missing because of this damage. The shipper said it would be impossible because of all the handlers from Sweden to trace this small item. I agreed. I emailed Rocker Customer Service and provided pics of the damage and carton injury. They evidently contacted SJOBERG immediately because in a week a package arrived from Sweden with the fasteners and now this beautiful workbench is up and running!!!!! :):):)

Glad it's not just me. Ordered stain supplies 3 days ago, paid $38 for 3 day delivery (today), and was told on Chat (which I saved, horrible CSR) it will be 'next week'. Asked for refund of $38, as the 'free' 7 day would have arrived same time....No way, they say. Get this: they offer a 'coupon' on 'Free' shipping, but not on $38 shipping. Too bad, they say. I sent an email last Tuesday, no response...the Chat person says they have been behind on emails due to - wait for it - Covid....Emails......nice try.