Rockler Woodworking and Hardware Anmeldelser 

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!

Placed an order on Oct 6, 2023 for Garden Bench plans with MDF Templates - website said "In Stock and Ready to Ship". They charged my credit card. On Nov 17th I got a back order notification. Their website still said "In Stock and Ready to Ship". I called today Dec 11th to cancel my order. Their website still said "In Stock and Ready to Ship". The customer service rep said the back order is now (maybe) expected Dec 27, 2023. We'll see how long it takes them to process the refund. I'm NOT confident! Unfortunately (for me) I was planning on building these benches for Christmas presents. Guess I'm SOL.

I ordered a Surface Mount Lock and Latch, had to pay a ridiculous shipping charge and never received my order over a month ago. No reply from Rockler too when I requested a refund. Never Again!!!!!

I have bought many things from this company but no more. Similar to another rater, they charged me for shipping when I had signed up for free shipping on orders over $49- Didn't even give me a chance to see the change as it originally showed the free shipping then changed when I clicked on the pay button. The timing and process of them adding the charge tells me this was not accidental! Also no response to my inquiry about the issue. They will not get any more of my money.

Really terrible customer service and website. They cancelled my order with no explanation and no response to queries. Avoid if you value customer service.

purchased a XL 2 row cribbage board template. Made 6 holes and the drill bit holder/depth set flew apart, no idea how many pieces as it was a single piece when started. Now let the fun begin, called Rockler customer service Gary talked a great game and told me a replacement would be sent out right away. Fast forward 3 weeks, no replacement yet, my client has gone elsewhere and the poor word of mouth has begun. Call customer service again and this time Ann tells me that is ridiculous and a replacement will be sent right out. That was 5 weeks ago. Now closing my business. Their uncaring about the small guy is incredible.

They short you on orders and do not reply to questions! Most equipment is ok- but if you have order issues - consider the money gone and throw the item away - you just got screwed! You will only get do not reply emails!

Bought a Dewalt Track Saw from Rockler. ($950.00+). They offered me “free shipping” on orders over $39. When the order totaled up, I was charged $73 for shipping. Called customer service to find out that what I ordered did not apply for free shipping and the misunderstanding was all my fault. Nothing like making a “promotional offer” then take it back and telling me that it doesn’t apply to me. Like I mentioned, my latest purchase was for $950. About a year ago I bought a CNC Router from Rockler for $5.5k. I hope they enjoy the $73 they screwed me out of for shipping. This is the last purchase I ever intend to make with this company and their useless customer service dept. I’m Done.

Think twice if you buy from Rockler, seems service and common sense is not their forte.
I spent $1,085 on a Rockler table router system that included a dust bucket kit that included "...clamps..." and the picture (on line) shows 2 clamps. The system arrived with only 1 clamp. Called Rockler and was told we only get one clamp and yet the dust bucket kit needs 2 clamps to operate. The Rockler service person said they would send this problem to management.
Are Rockler service people not able to solve simple problems; that this is a 'management' situation! Have not heard back from Rockler. (requires CEO???)

Rockler is horrible with customer service. I ordered an item that was back ordered for over 4 1/2 months with no notice from Rockler. The staff who handle their customer service are both arrogant and un helping. I really never want to deal with Rockler again. They are expensive and unhelpful.

I purchased a Rockler product fulfilled by Amazon via the Rockler storefront on Amazon. The product needed an adaptor to be functional at all, this information was listed on the box and in the manual, but not on the product website. The adaptor needed was only available directly from Rockler. I contacted Rockler customer service through Amazon to alert them to the omission in the Amazon product description and got a really dismissive form response back. Upon contacting their company directly my concerns were brushed off completely and they blamed Amazon. I was told that if I was unhappy about having an unusable product I could pay for expedited shipping on the required adapter. The product itself is a neat piece of kit, but working with Rockler was absolutely miserable. I’d advise Rockler to recognize that regardless of the quality of your product, if customer service is hot garbage, customers won’t return.

I purchased a brand new SawStop table saw on April 16,2023 through Rockler for just under $4,000.00. The item was shipped 4/20/2023 via YRC freight directly to my home. Upon delivery, some of the boxes had dents / crushing (the box with the fence rails was torn and did show some scratching at the end); however, the overall condition of the packaging was not out of the ordinary for a cardboard box shipped via freight. The damage was noted on the delivery receipt, which I kept and send to Rockler.

Upon unboxing the equipment and assembling the saw to identify any additional damage, I found the cast iron top was scratched, the front and back fence rails were bent in the middle, the fence tube was bent in the middle, and the motor for the saw would not power on. I contacted Rockler via phone and was told they would take care of the situation and send out any replacement parts as needed. I was also told to contact their DropShip department to share the evidence and all documentation in writing, which I did.

After submitting all documentation and paperwork, it took their DropShip team 8 days to contact me, and over 2 weeks to come to the conclusion that they will not refund my purchase nor will SawStop provide replacement parts to make the saw functional. Their justification was that I did not write on the freight delivery ticket "possible concealed damage" and the item is out of the box. Keep in mind, the damage was noted on the delivery receipt, and the item needed to be unboxed to discover the additional damaged items.

From reading another review submitted 5/13/2023, it appears that Rockler DropShip department nor SawStop (appears to be run by a woman named Brittany) does not stand by any of their items shipped via freight nor supports their customer base. Given the horrendous customer service and complete disregard to making this situation right, I have reached out to various consumer protection agencies to assert my legal rights.

In addition to the above, I also ordered a new dust collector, which I had asked to cancel due to a delay. They agreed to a full refund nearly 10 days ago! It's been over a week, and I haven't seen any refund!

From my experience, Rockler doesn't care about their customers and simply expects their customers to accept damaged and defective goods. Their actions are borderline theft, and I urge consumers to avoid my experience and shop elsewhere.

First of all I'm not a big fan of rockler...but I will have to say..that I bought the 24 inch clamp that is on sale now and it was when I bought it... well it broke...nothing that I did...but when I called rockler and told them this they send me another clamp to replace it....and honestly I thought they would tell me to take a hike....but to my surprise they sent me a new clamp....it's nice to know that they have integrity to their customers...and I do know the reviews don't say this....don't believe all these reviews....I will buy again from rockler...

Ignores emails and Paypal emails. Order over $700 worth of tools a week ago and still hasn't shipped. Three days ago I tried canceling this order and they have been MIA to email and Paypal requests to cancel this order. I need the tools to complete a project and this has caused a week of delay until I caved in a purchased elsewhere that is already schedule to deliver in a prompt amount of time, hoping my order with Rockler gets canceled before shipping.