Rockler Companies Inc.

Purchased a planer with stand. Upon arrival of planer I was advised the stand had not arrived. I picked up the planer (weighing 100ish lbs) and was never asked for assistance to help load it in my vehicle. 2 employees stood behind the counter doing nothing but staring at me as I loaded it myself. Another week has gone by and still no call regarding the stand. Employees in general act irritated that you are browsing their store. I will shop elsewhere.

BUYER BEWARE. DONT BUY ANYTHING FROM ROCKLER UNLESS YOU WANT SLOW SHIPPING POOR CUSTOMER SERVICE AND WANT PAY 25% RESTOCKING FEE IF YOU RETURN SOMETHING. Slow response time. Took forever to recieve items. Rude customer service agent. In todays e-commerce world Rocker has fallen behind. It shouldn't be hard to be able to return at item. I will never order from this company again. Most things they dont even have on hand instead they are shipped directly from manufacturers. Have fun with the run around they givevyou when trying to return something. 100% satisfaction guarantee is a complete joke.

If they don't have it in stock DON'T buy it. Once they have your money they are done with you.
Just bought a Jet dust collector. I was first in line the day the sale started. None in the store. Stupid me found out later they had none in their warehouse. With the receipt there was a sheet stating I would get an email within 5 minutes. I never got it. Several days later while visiting the store I asked about it. The checked in there system and confirmed the order was in. It's the suppliers issue. I have spent over $6000 at rockler in the past 3 years and had to wait after paying every time if it's not in stock. I'm done with rockler. Like to support local but they need to want my business for more than the money.

I ordered a new miter gauge and fence (Rockler Brand) I saw that the banner for Covid-19 was displayed about how they handle their products etc. and moved on to the checkout page. I completed my order and while looking at the shipping options, I opted for 3 day delivery added an additional $36.00 + to the order and completed the order. No where did it say anything(during the ordering process) about slow shipping due to COVID. About 3 hours later I get a we can't fulfill your order timely due to Covid email. I tried to reach out to the company and cancel the order as I was left with the impression that shipping from them would be several days out only to be told the Covid disclaimer is on their website. My online chat with Miss No Service about cancelling the order was 1. It's shipping today 2. We can't cancel the order 3. You knew about the delay. I showed her that it wasn't 1. I wouldn't have received the email. 2 no disclaimer about Covid during ordering. Her answer: "Yes it is" Have always had trouble with Rockler shipping. But I thought if they were as big as they seem then It was just part of the process. I won't ever buy from them again. Rude childish customer service. No willingness to be responsive to the customer.

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.

Update of prior review: Rockler customer service exchanged the sander for a new one. Very much appreciated.

I purchased 4 pairs of drawer slides from Rockler internet site. I got box with only one pair. Called the customer service and was told that somebody must have made a mistake and that they would send me the rest. Several days later got box with one pair again. At this point I am somewhat frustrated. Called back. The lady was not helpful and had no idea what she was talking about. I was told that the box was too heavy for one pair only and that 3 pairs had been sent. By the way it was original box from Accuride with UPS label on it and it weighed 8lbs because the slides are just heavy. She told me that she had to consult with somebody... now I am furious because we are in process of moving and I will have the current address only like another week plus I need to finis my project. So I was asked to take a picture of the box to send it to them. Now, it is another 3 days and they haven't even shipped the two pairs yet. This whole process has been going on for over a month now. I would expect them to actually expedite the process after they had screwed up twice, but no. Their customer service is actually called "customer care"... except nobody cares! Tereza

Place order holiday weekend Sunday 3:57pm. Monday tried to called them to cancel and they were closed due to Labor Day. Emailed Tuesday the following day before 8:00 eastern standard time before they even open, to cancel my order. Tried to called them that morning closed. They emailed mes back stating the order was shipped at 2:30 am and had to return the merchandise, pay to returning and had handling fee too. The wooden box was for my hamster which passed away that same Sunday I placed the order. It cost me only $16.99, I just didn't need the box any longer. I wasn't going to wait 7 to 10 days to get the box and buried my kids hamster. Not a sorry, nothing from them when I called to asked why they couldn't cancel the order, the cs representative and supervisor were rude. It not the $16 dollars it was I didn't have the need for the box. This company is a ripped off and not sensitive at all. I would not recommend to order anything from them.

Product is ok, but their culture is poor. Ridiculously over packaged products; further, products that require zero packaging. Poor to nonexistent customer service. Everything they make is produced in China and/or Taiwan. When I sent them constructive criticism email they didn't have the decency to respond. I was bombarded with sales emails immediately upon buying something and had to unsubscribe many times before emails stopped. Here is the their culture encapsulated in my most recent email from them, after having unsubscribed many times ~ the email states, "rate the product you bought". When I clicked on the stars provided for rating, it immediately took me to a list of products for sale. I thought maybe I clicked the wrong thing ~ try again with same results ( bait and switch). Within the email was "post photo of product in use" link; same bait and switch reroute to a sales pitch. Bad business at every level & I will never do business with them again.

Cabinet Maker
Fredtparks

Be forewarned: There is no way to modify or cancel an order outside of "normal business hours". There is no online capability at all to modify or cancel an order and chat and phone services are not available outside normal business hours. My most recent problem occurred when I placed an order on a Sunday. I noticed I had made a mistake, and was not able to contact Rockler, since they are closed Sunday's, until 7:00AM CST Monday when their customer service department opened. I asked Gina, the customer service rep, to cancel the order but was told the order had already been picked by the warehouse and there was nothing she could do. She made no attempt to call the warehouse or offer any other alternatives. When I pointed out it was 7:01AM and the company had just opened, she said the warehouse works different hour.

I like some of Rocklers products and purchased close to $1000 in products over the past 3 months. I also really like supporting family owned businesses. However, it's clear Rockler doesn't place a high priority on looking out for the customers' best interest. For this reason, I will no longer do business with Rockler.

I ordered a Roller with Bracket #******* which clearly stated it was rated for 440lbs and what I received was only rated for 176lbs.
(It would take approximately 2.5 type they sent me to handle 440lbs)

I immediately emailed customer service, 7 days later and I they haven't contacted me.

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