Rockler Woodworking and Hardware Anmeldelser 

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.

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.