Rockler Companies Inc.Reviews 90

Worst customer service in the history of customer service! Zero stars, order on website at your own risk! Trust me, I never give bad reviews! This is my first ever!

I drove from Lakeland Fl to Brandon Fl to visit this store. It was pretty expensive but cool to walk in and look around. I can get most of this stuff cheaper by just shopping around. I did buy 2 of the Rocler sign Maker kits because I did not use them right away and was missing A few of the letters Like The S and E when I opened them. I called Rockler and They told me it would cost me about 4 bucks per letter. I told her I just opened the box. Someone at the store took The Es and the S out of the box or they didn't put them in the box. They get you right up front so you will need to buy them right away. They are a very common letter that is used all the time. I am not buying the letters. I will just trash them and go someplace else from now on. Too bad but with the gas I spend driving to Brandon and then the prices it would be a lot cheaper to use Amazon. I will not Buy from Rockler ever again. I don't see that store staying open very long no one was there but just two people and my wife and I were there for a few hrs looking around. So Save Your Money and Look Around You Will Find It Cheaper!

Don't order customized items from Rockler.
I've been a Rockler customer since 1982. No longer. I ordered a customized branding iron on July 9th 2024. The information I got with the order stated it would ship in 10 business days. I really needed it so I called after 10 business days. Customer service said, "oh it takes three weeks -- please call back. " So I called back, and Customer Service (CS) said they don't know what's happening with my order -- they outsource manufacturing to a vendor in Las Vegas. They wouldn't give me the name or any contact information for the manufacturer. They said the vendor is a small company, and is not good about answering the phone. The Rockler supervisor did not call me back; calls and emails to Rockler's "decision makers" went unanswered. Finally, I was told that they have the order, the vendor would make the branding iron, and ship it on 7/31. I asked for it to be expedited, given the delay -- and offered to pay for the expedited shipping. I was told they don't offer that service. I was given ridiculous excuses, such as "they won't allow metal to be shipped by airplane." I talked to several Rockler representative, and all said that "service" is not offered. Please -- if you ship by UPS, you can choose a number of different ways to ship. But not with Rockler -- congratulations on such a low regard for your customers and customer satisfaction.

Date of experience: July 30,2024

Ordered a Jet drum sander on March 5,2024 got notice from Rockler it was back ordered and would ship 4-4-2024, after not receiving tracking information from Rockler I call them and emailed them. They told me they look into where my order was. A week later I received an email from Rocker stating it possibly could ship on 4-24-24. I asked them to hold the order until I returned from a trip as I would not be available to receive the shipment and if that could not done they should cancel my order. There answer was they cannot hold the shipment and the order would be canceled. I guess Rockler has plenty of business and can afford to cancel orders instead of working out something as they have had almost 2 months to ship my order and did not causing me to request them to hold my shipment until I return from my trip.
I will when I return just buy a drum sander from someone other than Rockler. I did buy my Jet dust collection system and my Sawstop cabinet saw 1.75 along with many other wood working items from them. I'll have to find shop elsewhere. Amazon has most everything one needs. Mike

I put something in my cart thinking I could get free shipping for 49.99 which I had in my cart.at checkout it went to 59.99...and they charged me for shipping and I could buy it from Amazon with free shipping for the same price..

I ordered a Jet table saw on 12/2/23 online under a promotion period that waived shipping fees. Charged immediately with the order being placed. Original ship date was indicated as 12/12/23. On 12/12/23 I received an email stating backordered item and new shipping date of 12/26/23.12/26 ad another email stating 12/30. On 12/30 an email stating please wait and another expected date of 1/1/24.1/1/24 and another email asking me to call them and I was given a choice of either cancelling my order or waiting- new expected ship date of 2/30/24. I called them and was told they could send a message to Jet and I would hear from them within 7 days. When I called back on day 7 after not hearing from them, I was told I could continue waiting and that they would reach out to Jet again. 2/12/24 and I called Rockler back because they still had not called me. I was told that they knew nothing further, but I could continue to wait with the new expected ship date of 2/30/24. I told them this was not acceptable and that I would like to cancel my order. I was told that they would have to contact Jet to make sure that my order was not being processed and that this would take 7 to 10 days. If they heard back from Jet that it was not being processed then they could refund my credit card, but that would take another 7 to 10 days to reflect. This is completely unacceptable. I searched everywhere online for a contact number for Rockler to address this with someone at corporate. I located 4 numbers, but they all feed into the customer service department which has already proven to be useless. I have now escalated this situation to my credit card company. I am also doing multiple reviews on multiple websites to warn people of terrible sales practices by Rockler.

I ordered a miter guage from Rocker. It arrived damaged so I contacted them and they requested photos. I emailed them photos and requested a return authorization number (their policy). They never responded even after several attempts. Beware if you order from this company as they will not accept returns even if the item was damaged.

Excuse my french but $#*!ING TERRIBLE CUSTOMER SERVICE. They have good tools but there customer service is the worst i have ever delt with emailed 3 times over the course of 5 days and they sent me a no-reply email and said there expecting to respond within the next 4 hours obviously that never happened then i called and waited for 1 hour for some one to answer

My cabinet shop shut down to receive a new 3000.00 dust collector. It got heavily damaged in shipping and couldn't be used. Finally got a smart mouthed woman that didn't know how to handle it w shipping co. She promised me her supervisor would call right back. Now it has been 2 weeks and they are saying a month until I can get parts. My shop has lost lots of money but they could care less.

Shipping in 3 to 8 days? More like shipping in your dreams! They show no remorse and have no intention of switching to express shipping to compensate. Avoid buying online from them unless you can afford to wait 15 days... Order n *******1842 23rd of sept maybe arriving the 6th of october!

This bench is a decorative piece only. Seat height is 2 1/2" too low.
Don't waste your money. Junk!

Customer service the worst company I have ever dealt with after being a loyal customer for decades. They have seen the last of my money, if you need equipment go to Grizzly just bought a cabinet saw and band saw from them not Rockler!.

Rockler is not kind to small business owners trying to start.

My wood working partner and I were ready to start working and placed an order for $400 worth of wood, walnut, oak, etc. On 8-16-23 we placed our order. Come to find out, today, 8-21-23 the order was cancelled. I called customer service. They explained our new account appeared fraudulent due to errors with the email and they were not able to verify who we are. I informed them I received emails about starting the new account and received our order invoice through the email. They requested I have my partner call since the billing is under his name. They informed me there was multiple "red flags". They informed me I should have received a cancelation emial. I informed them I did not. Then they informed me it appears our email was created about 5 days ago. So? New business start up...why does that matter?

Anyways, my partner called. He was informed the order was cancelled and that we would have to place the order again. So instead of fixing the issue after we both called and verified who we are, they still cancelled. They also claimed our business email had "shoop" instead of shop,:'s;'s in it. Which is does not. If our email was wrong how did we received new account email and an order invoice email?

This company had both our phone numbers on file. And they had the correct email. Someone fell asleep at the keyboard over there. Why not call if there is an issue? I would call a customer if they placed a $400 order and there appears to be possible issue. Instead they cancelled the order on 8-18-23. An we did not discover this until 8-21-23. Again no call or email that our order was cancelled within those 5 days.

Rockler cost our small business time and time is money. If you value your time and money. Id would chop down a tree, mill it, and kiln dry it youself. Your time and money would be better invested.

I purchased a 48 x 96 sheet of mahogany veneer for a project. It started with the check out when there were qty 2 not 1. I changed it and double checked the order. I get confirmation of Birch veneer being shipped. 10 minutes after I order I contacted Rockler. They said basically tough luck, read the terms. Since online orders go straight to the warehouse no returns, changes or refunds are allowed. I received it today and it's a 24 x 96 that wasn't even correct, it should have been 48 x 96. I will no longer shop Rockler and will give bad reviews every chance I get. I got my 48 x 96 mahogany veneer from woodcraft with no issue.

Be careful when buying from this company they have a problem refunding your money. Bought inferior product from them that was not as advertised sent back and paid for return shipping they refunded half of my money and got all of the product back, so beware that they will scam you on returning items

I purchased a product of theirs from an authorized retailer and upon its arrival discovered that I needed more parts to function. While the box and the manual listed the additional parts, the website listing did not. I tried to order the parts needed from the original retailer (large company with a smile logo) and discovered they don't sell the parts. I contacted customer service for both companies and was told to work directly with Rockler. Rockler blamed their retailer for the description error, and were overall just really unpleasant to work with. Given that their return policy is junk as noted by other reviewers I ended up buying the part I needed from them, and paying extra for shipping but it will be the last item I ever purchase from their company. Which is a bummer because the product itself is a neat piece of kit, just Rockler is miserable.

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.

Ordered a Murphy bed. Package arrived destroyed. They would not refund, and expected me to eat it. Everyone was shocked at the condition. The box was torn up, the contents spilling out. They told me I have to buy a box, package it up, and then work with UPS and my shipping department to send it back. This is a 200lb box, spilling all over a garage floor in a large multi-tenant apartment complex. Customer service was super unprofessional and disrespectful.

I brought home my new Launa1216 lathe,opened the box and found the faceplate did not thread onto the lathe. Contacted the store in Rocklin CA where I bought it and was told I need to contact Laguna myself. Zero after sales support from Rockler.