Rockler Woodworking and Hardware Anmeldelser 

On March 26, I ordered a $1000+ saw for an upcoming job, with an estimated ship date of April 6th. When it didn’t ship, I called and asked why, and they said they revised the ship date to April 11th - ok fine, frustrating, but fine. When it didn’t ship then, I called and they told me they couldn’t provide an updated ship date and I just needed to wait (indefinitely, I guess) - this is where it went from a minor inconvenience to a horrendous experience with a company that claims to pride itself on customer service. I started calling every couple of days to see if there was any updated shipping information. They were just completely unable to tell me anything. They said they would contact the vendor, and when I called back they hadn’t even sent an email. They then assured me they would send an email, and would get back to me when they heard, which would be 24-48 hours. Nope. A week went by, and no one got back to me, no updated information, nothing. I called and they said they had reached out but couldn’t get any information, and it was up to the vendor at this point, not them. What? A company is just unable to figure out where a 2-week late shipment is or when it might ship, if ever?

I contacted the vendor directly (Sawstop) and they said there were no backorders, no delays with shipping, and that things were shipping immediately upon being ordered. They also said they were very responsive to supplier contacts, so it would be totally out of the ordinary for them not to respond to an inquiry from Rockler.

My livelihood depends on my tools and me being able to get work done. I ordered this tool well ahead of time for a scheduled job, and with Sawstop telling me there should be no shipping delays, I ordered from Home Depot so I could keep the schedule for the customer, and then called and cancelled my order through Rockler. Home Depot shipped the saw right away, no problem.

Here’s where it gets downright infuriating - Rockler appears to be holding me hostage over this. Knowing that Rockler customer service seem incapable of doing what they tell me they’re going to do and incapable of calling or emailing me back, I followed up to see if they had cancelled it. The woman on the phone told me that instead of cancelling, they had inquired about the order status! She said she would try to cancel it, but I would need to wait 24-48 hours to see if it was possible. What?! I had already tried to cancel more than 24 hours prior to that call, and every time they’ve told me they would do anything, they never get back to me. I have heard NOTHING from Rockler about my order despite it being 2+ weeks late, and now they tell me they don’t even know if they can cancel it? So they can’t get me my order, they can’t follow up with me about a new delivery estimate, and now they can’t cancel it?? They are holding more that $1,000+ of my money hostage. Am I just supposed to wait forever, at a cost to my business, and let them keep my money while they don’t send me what I purchased and refuse to cancel my order and give my money back?

It appears I may have to dispute this with my credit card and get the transaction cancelled. I shouldn’t have to, but what else am I going to do? Rockler can’t deliver on time, can’t even provide any information about when they will be delivered or order status, can’t be bothered to get back to me, and can’t even cancel my order. What am I supposed to do - I have to work!

Truly one of the worst experiences I’ve had ordering something online in my entire life.

Shocking that a national company that prides itself on customer service is either 1) actively holding my payment hostage despite not being able to deliver the goods, or 2) so inept that they can’t even communicate with the vendors who are supposed to be supplying them. I don’t know which is worse.

I will obviously never purchase anything through Rockler again, and I would advise anyone else to steer clear.

P.S. I see in another review with a similar issue that the COO responded, saying something about a technology platform change that was causing problems - I don’t know if that’s just an excuse or if that’s the reality, but that doesn’t change the situation. Malfunctions on Rockler’s end aren’t the customer’s fault or problem - if Rockler can’t hold up their end (to deliver the items they sell and take your money for…) then they shouldn’t sell them, or at the very least should quickly help customers cancel their orders when the software doesn’t work and things aren’t shipped.

I bought an item for my father before Christmas. The item was given on Christmas Day. The following day he left the country for 3 months to visit family overseas. When he returned in early March, we had the opportunity to discuss the item. He said that it would not work for him. I spoke with customer service @ Rockler. The first few people could only read from the script…”more then 90 days, pound sand.” Finally I talked to Lexi In customer service. She agreed to a refund less a 25% restocking fee. The refund was also in the form of store credit only. I agreed to that but then the bombshell was dropped. I have to pay $115 return shipping. So for a $406 item that I’m returning SEALED AND UNOPENED in its shipping container, I’m getting a net refund of $255. Seems pretty shady for a company to do this and then sell the item at full price again.

I do agree that I am outside the all holy 90 mark but circumstances prevented that. There is no comparison, there is no understanding. Your company is too black and white. I have worked in retail for more then 30 years. I have been in management for 20 of those 30 years. I values my members that walk through my door. I would have taken care of them especially since the item has never been opened. This was the first time I bought online from Rockler. I have shopped in the stores and have been very pleased.

This whole experience has turned me off to your company. I know that this will fall on deaf ears and I expect no response. I’m just a number, a quick buck. I’m sorry I won’t make this mistake again.

Overall product is good for old farts like me.

Ordered Spoil board kit, no why to track as their site claims to be drop shipper. Tried to contact sales and support with no response.

Order showed 10 days after ordered. between the sell and UPS this is a problem when you need an item fast. even when listed as free shipping understand they build it into the price and thats ok but no excuss for poor service.

I bought a dust collection adapter that didn't fit my system so I brought it back a week later. I didn't have the receipt, but since I've been giving them my phone number during every purchase for 10 years I thought they had a system to track purchases. They charged a restocking fee and I got back $7 and change for a part that I paid almost $11 for the previous week. I will never shop there again.

I was thinking about purchasing a product from Rockler.com, but I wanted to see what it would end up costing in Canadian dollars. Initially I was impressed at their notice to Canadian customers about the new tax/duty rules. Unfortunately I was NOT impressed for long! The website indicated that the duty and taxes would be an additional $34.40. According to their website the product I was interested in, was on sale for 119.99US. However, when I went to the checkout page the subtotal in Canadian was $170.72. Considering this was without the $34.40 duty & taxes it seemed much too high. When I checked the conversion rate from US to Canadian on several different sites, I confirmed that they were over charging customers. on this day the conversation rate was 1.33, which means the subtotal should have only been $159.80. Not only would customers be over charged $10.00, but it would also result in inappropriate duty and tax amounts as well. I wanted to see if this was a isolated incident with 1 item, so I checked a separate unrelated item. The cost was $124.99US, which should have been $166 Canadian. However, Rockler.com once again showed a inaccurate inflated subtotal of $177.84. There website even states that the additional $35.31 for duty & taxes is based on this inaccurate amount of $177.84. This is even more of an over charge then the previous item. With today’s technology, there is absolutely no reason for this to occur. Conversation rates do change, but the rates are set for the entire day. So you are supposed to pay the rate for the day you purchased the item(s). A company does NOT get to decide what rate or amount they charge This is something I take very seriously, because I believe it is an indication of a company’s business practices and ethics. I started to wonder if their pop up message about the new tax/duty rules and duty calculator is an attempt to gaslight and hide these inaccurate amounts. JMO. Customers should be very careful and if they do decide to purchase anything, they should do their own calculations to make sure everything is correct!

Has anyone recently tried to purchase quality birch plywood at Rockler? They used to stock quality 7-9 ply birch plywood in 3/4, 1/2, and 1/4 inch dimensions but just yesterday I visited my local store to find that Rockler is no longer selling quality ply but cheap, warped, 3 -4 ply items that are full of voids and generally as crappy as the stuff we can get at Big Box stores. BUT the price is the same premium price they have always charged. I asked what happened and was told that Rockler has decided to "teach Putin and Russia a lesson and stop selling quality Baltic Birch plywood. What bunk!!!!! I'm sure the lettering Russian economy will totally collapse because a midWestern speciality woodworking store stopped selling Baltic Birch. Like much of the junky "innovations" they sell, this is the latest money grab to it's customers. The ply at Lowes, Home Depot, and Menards is 100000% better than the costly crap Ann and Steve are slinging to us.

I bought one of the I-semble X legs for a coffee table. There is a design flaw in it as the legs screw tight to the table top, rather than have slots to allow for seasonal expansion and contraction of the wood and my top just split apart as the wood contracted in dry winter weather. When I wrote up a review, they put the picture of the split top on the website but didn't let my review appear. I have lost trust in Rockler's website and reviews as it appears they only put up favorable reviews, not ones pointing out design flaws.

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.