This was by far the WORST customer service I have ever received from an amazon seller. One of my packages did not arrive. The response was "here's the tracking number, you figure it out". I work in customer service myself, when my customer does not receive a package that I sent, I find it and ensure they get what they bought. If I responded to a customer the way Rockler did, I would be fired.
Review by Munneeb2 months ago
I purchased a stain gel over a month ago. After waiting roughly 2 weeks for delivery my product arrived damaged. I called Rockler and was told could not provide refund due to THIRD party (Amazon). Was instructed by THIRD party to return for refund. Sent back by way of UPS (receipt in hand) after waiting over a month still no refund. Will never buy from this company again.
Review by Laureene2 months ago
Horrible! I placed an order late on a Saturday night. Sent an email a few hour later, when they are closed Saturday afternoon through Monday morning mind you) requesting the order be cancelled. I got an email Monday at 815 am saying oh sorry, we are processing your order. WRONG. I will never buy here again. EVER! Worst customer service I ever experienced.
Review by Bafford5 months ago
I made rockler aware multiple times, that the discount they were supposed to have weren’t correct when buying from Denmark.
And they simply didn’t care about it. It is now 4 months later and the error still is not fixed.
Review by Idelson Dihm5 months ago
Ok first time ordering from Rockler and looks like the last time. I attempted to order online and per customer service I requested to bill it to my non existent account after a couple days I checked and saw that order was still pending I did online chat and was told that could not do anything online so I would need to call in I called in and tried to explain the issue the agent was very nice but did not listen to what I had to say but we got to the point of finishing my order and I was told that my credit card was refused because address was wrong so she reintered info same thing bad address while this was going on my wife went online with our bank and observed that the charge came out I attempted to explain this the agent she told me several times that the charge did not happen even though I could see it on my bank statement I was then told the do not charge card until item ships this I understand but they do put a hold on the funds which is fine but as far as the agent was concerned the transaction did not happen. WELL IT DID. So she said she would get a manager after a couple minutes I was told manager went to lunch. I requested the order be canceled agent said she did it but also told me order did not go through because of the card info two hours after the phone call I get an e mail thanking me for the order and I would get an updated e mail when order ships. Two days later the charge is still on hold on my card so I again call Rockler and I am told that the order was canceled
And that the funds would be released 2 to 5 business days depending on my bank I told her that my bank said that Rockler must release the funds so that it can be returned to my account agent said she doesn’t know anything about that and she would get a manager again after a couple minutes I was informed that the manager just went into a meeting and would call me back later.
Agent assured me that order was canceled and I would get money back soon
Ok again I was told that my order was canceled on the 18th today is the 21st and after my phone call to Rockler about my order well guess what I get an e mail informing me that my order was canceled today. So instead of admitting they made a mistake and us moving on they lie to me and try to blame it on my bank and me.
Review by ChefMo6 months ago
The worst customer service ever!
I was a loyal customer to Rockler until I order a Jet lathe from them. After 3 weeks I still don’t have the lathe. When I called the first time, I was told that their sale backed up orders being processed and it took over 4 days for Rockler to enter the order to Jet. I called again and talked to Jeff, he told me the order was processed the next day. They told me they had a computer problem and my order would not show up online. He was not rude but certainly not helpful. I asked for a supervisor to call me. Juan called me back and asked what my problem was! A well-trained customer service manager would have known how to better deal with the situation. He should have stated he understands I have a delivery issue and how can I help! He continued to talk over me and offered no solutions. Juan was extremely rude and acted like he was put out to talk to an upset customer. When I told him, I would like to refuse the order when it finally delivered, he quickly told me there would be a 15% restocking fee! I told him I was through and they lost a really good customer. His response was “Have a nice day in a very sarcastic tone and hung up. DO NOT PURCHASE ANYTHING FROM THEM!
Review by Mr Sheremetiev6 months ago
Rockler has some pretty interesting tools but, they also do some deceptive marketing on their website. For instance, with the Interlock Signmaker's Templates, you will notice, at the bottom of the web page, they list "Rockler 3-pc Signmaking Router Bit Set". You would think these are the appropriate bits for the templates. You would be wrong. When you try to exchange them, in addition to the $15 UPS shipping charge, Rockler charges $8.00 for the privilege of exchanging a product THEY incorrectly listed. This was my recent experience with Rockler. Oh, and according to customer service they are so backed up on exchanges, they can't give you a status even 10 days after UPS says the return was delivered. Without the exchange and the correct router bits, the templates are useless, as is their alleged customer service. I will NEVER buy another Rockler item. No wonder Amazon is doing so well.
Review by Wynnshang7 months ago
Made purchase of over $800 on Feb 24th. 45 days later and a lot of emails, no product, no explanation and no money back. Nothing short of theft. Not giving up on this Rockler!
Review by VPeter9 months ago
A company this big should get products out much faster when ordered on line. I will just drive to a box store close to home to get what I need.most on line store orders go out the day i order them
Review by Varshil10 months ago
I ordered a branding iron that came with a voucher for the brand iron. I received the brand iron promptly. However, it was bent. It would not brand straight. I called Customer Service and they said they would get back. They emailed me and told me to take pictures send them to Rockler then they would send them to the vendor and see if he could figure out what is wrong-it is bent. After 2 months of getting jacked around, they told me the would send a UPS label and I could return it for a 25% restocking fee-not anywhere near their 100% guaranty that is on the site. If they do send the label, the 25% fee will be the last dime they get from me.
If they have it, someone else does, I will find that someone else. Beware of what you order from Rockler
Review by Kathisha Muga11 months ago
Looks like I am just another notch in ticklers belt! I wish I had read these reviews before I ordered anything from them and with the lack of response I’m guessing they don’t care about these either. I just order almost $9,000 of equipment from them to get a small business going and now I find out on my own that some of the things I was expecting are 4 months out. Gary in customer service offered nothing to try and make things right. Now I have to either buy other equipment to satisfy orders I have promised or try to figure out another way to do things. If Rockler is the last place to find something from now on I will figure out how to do it another way. I hope this gets to customers before you are bent over like I was and go online to buy from someone else.
Review by Blau Aliova1 year ago
Poor service, seems to care about the big spender more than the little guy. I went in with a small request. I needed a hinge replacement for a 60+ year old cabinet. It was a special hinge that the company no longer made. I looked around the store shelves, couldn't find it and then proceeded to ask the first employee. He didn't know, so he took me to the "hinge expert" who was finishing up with a customer. The "hinge expert" (let's just call him Hingie for short) looked at it and said, "Oh well this looks like a double backwards 3/8" offset bingie-doodle hinge. Guess I'll have to look it up. "Ok, He's trying to impress me with his Hinge education" I thought. Then when he was done we walked about 5 feet, and he started to cash out this other guy with about 500 bucks worth of stuff. So "ok" I thought...... "He must be on commission" :-/ After he was done with that guy we start walking and about 9 feet into the second round he starts helping another guy...... I'm like Dude! W.T.F!" At this point I'm done. So I say "I'm done" Apparently he doesn't know the gamers term "I'm done!" means because he kept walking as I walked to the door. Oh, I should mention that EVERY-thing was over priced and the cashiers were pushing the counter crap. "Oh, do you need any overpriced cheap sandpaper with your $25 dollar paint brush?"
Review by Bafford1 year ago
They are crooks do not buy from them they will just RIP you off and then customers service will be of no help what's so ever
Review by Dfitz1 year ago
Both Rockler and Woodcraft struggle in the new digital economy. While most hardware stores have been run out of business by the Chinese product shucking big box warehouse stores, Rockler and Woodcraft struggle to maintain the small business facade. They try to provide the old time local hardware store model in the new age economy. I give them 5 stars because they care enough to do it. Finding knowledgable craftsmen to staff a brick and mortar is next to impossible, and yeah when you go in and need advise, you may have to work your way through the rank of newbie, clerks until you find the one or two old timers who really know the craft, but they are typically there somewhere. Is there room for improvement ? For sure. But think about it. In an economy where a skilled woodworker can pull down 10K making a custom piece of furniture how do you staff a retail store on 13-15$ an hour ? The onus is on you to know a little about what your doing today, but there are plenty of resources at these stores for the slightly intelligent.
The other piece here is they have all had to adapt to the markets. They pay the bills selling pen turning DIY kits to people with too much money and time on their hands. It's their gateway drug to building their customer base. So if you're looking for a micro lathe to turn pens, they got a whole staff of people to help you and you should be ok. If you need to know the pros and cons of badger hair brush vs synthetic sponge or the benefits of hand mixing shellac then don't go up and ask the 19 year old gal behind the register, mill around the store and look for the 82 year old guy with 9 1/2 fingers. Know your stuff. Research your big tool purchases. All the major vendors have the specs out there online. There's no reason you should go in and ask them the diameter of the sawstop blade arbor, or ask them to saw a hotdog for you. That crap is all on line. They should be able to advise you if you need the 3hp or the 5hp saws or opinions but don't expect them to be encyclopedic on the specs, that should be your responsibility. That will explain about 95% of the bad reviews you see.
Back in the day, you had one or two commercial suppliers in town that sold high end tools. You could go in, and talk to a guy like a car sales guy who could wax all day on powermatic vs Rockwell and get you setup with a professional machine shop. Those days are gone. Can you buy a Powermatic on Amazon ? sure. Good luck with the delivery. Good luck with advise if the t bars are out of alignment, good luck if it comes with a cracked table wing. And anybody buying wood from these places bigger than a turning blank is a straight up idiot, even they will tell you that. Super exotics sure. But if you go there and buy quarter sawn white oak your a fool, shame on you. That's why God created the hardwood lumber supply. If you live anywhere in the continental US within a 50 mile radius of a million dollar home you have someone around supplying fine hardwood.Do I wish it was 1965 again ? Absolutely. But in 2018 is Rockler and Woodcraft a 1 or 2 star business ? Only to an irrational consumer. Every one of these shops offers classes, seminars, and advice to the beginner to a jumping off point where you should be able to seek further skills on your own, if they don't it's a franchise/local store issue and you should take that up with corporate or the store manager.
Review by AshDoe1 year ago
HORRIBLE customer service!!!! Whatever you do, don't pay for expedited shipping! My mom placed an $8 order but needed it here in 3 days. So she paid $20 for 3 day shipping but didn't receive the package in 3 days. Rockler didn't even create a shipping label until the end of the following day. When I called customer service, I talked to 3 different people. Their reasoning is that the first day " doesn't count." Seriously? Three day shipping is actually 4 day shipping in their world, yet they have no problem taking your money for 3 day shipping. She said we could send the order back (at OUR cost) & they could refund the $8, but no refund on the shipping cost. Pathetic.....I wouldn't even give them 1 star if the rating system could go negative.
Review by PiSupply1 year ago
Absolutely the worst customer service I have ever dealt with. I was on hold for so long. I spoke to three different customer services and the supervisor. All three were asleep at the wheel. I will not be using this company again and I will be advising all of my shops do the same.
Review by Chrissyginger Dannals1 year ago
I placed an order for a product that I needed to get a tool back on production. I paid for " overnight air". They sent it" next business day "wich means I will not receive it until Monday. I will never purchace from Rockler again.
Review by CDmyers1 year ago
It takes nearly a week for Rockler to package and handover an order to UPS. If you order from Canada the company is unable to tell you whether or not the order has been shipped - or so told me customer service. I think this will be my first and last time doing business with them.
Review by Adrame1 year ago
I wanted to share my experiences with Rockler just as a, "buyer beware," notification to other people that shop with this company. The past three orders I have placed with Rockler had issues, all of which resulted in a delay of a time sensitive project I was working on. Without going into too much detail, one order was never invoiced (which could have worked in my favor, although my conscience wouldn't allow it), so I had to call customer service and spend about 45 minutes to get it figured out on Rockler's end. The second order was for a JIG IT hinge drilling system that had no mention that the Forstner bits required for this jig was exclusively sold at Rockler. Even when I tried to review the item on Rockler's website to warn others purchasing this item, Rockler never allowed the review to be posted. And the third order (again, in a row) had the 5mm self-centering bit, exclusively sold at Rockler, was indicated to be on backorder until May 18th. Since I had not received the item nor heard from Rockler, I followed-up on the backorder and was told it was now backordered until June 28th. I love Rockler's products, but their customer service, accounting and inventory control are red flags that I can't afford to do business with them any longer. I hope anyone reading this doesn't experience the same things I have. Rockler will not be receiving any more orders from me.
Review by Steilhead Hilham1 year ago
This was a first for me. I recently received an inquiry from Rockler asking if I would be willing to help a customer who was considering purchasing an item that I had previously purchased. While I was unable to answer their question I was able to make a suggestion. Recognizing that to a certain extant I was doing Rockler's job I thought that by putting one person in contact with another it gave us the opportunity to feel better about our fellow man/woman. I would feel better for helping someone and they would feel better knowing that someone cared enough to try and help. Win win.
I like the spirit of the company.
Review by Cosimino Schaetsaert1 year ago
I'm not sure how this company stays in business with how poorly they handle business relations and communication. We've had multiple missteps with them, including lost orders, cancelled orders, and a 2 month wait on a refund that they could track, but couldn't figure out how to actually issue. The people at customer service are generally pleasant, but in no way helpful.
I've never had a more frustrating interaction with any business, than with this company.
Review by Bytegetter Sonnenfeld1 year ago
I will not buy from Rockler unless I go to there local store, and I don't go there very often because its an hour away. I used to order online from them but there shipping is extremely slow and unreliable. I've complained to them about and I guess they just don't care. So no more Rockler for me, unless they get there stuff together I'll take my money some where else.
Review by SatC Kiakanua1 year ago
Terrible customer service. Found the same item cheaper and with free shipping 30 minutes after placing my order. Called to cancel and was told the order could not be canceled. Then told I could return it, but I would have to pay shipping both ways.
Review by Alishan1 year ago
Careful what you order from them. They resell on behalf of other retail companies and don’t care about how you are treated. I’ve been waiting over a month for a lathe I ordered last year. Customer service won’t do anything to help or compensate for the poor service. When I ordered the estimated delivery was 10 days.
Review by VaBabyPhat1 year ago
I didn't notice the length of shipping as I'm not a contractor and not in a rush, but after an long search at Home Depot and Lowes with little luck, I found hinges and table extension stuff that I could not find elsewhere. Exactly what I need. I also got answers to questions on the site about what I needed and why you can't just stick legs on a table without a table apron. I never knew what those things did! Perhaps I could find all of this stuff cheaper on Amazon, but I might not get exactly what I needed or the quality. I will keep buying from these guys. If I run into delivery problems with another order, I will revisit my review. However 5 stars today!