I ordered some finials from Rockler Woodworking for a four poster bed. I received two small plastic bags (approx 2"X4") containing a "Shank Keyhole Slot". In each envelope. I don't even know what that is or how to use it. I contacted the company by email but never heard back. I then contacted Discover and informed them that I had not received the items I paid for. Discover contacted the vendor and now this is where the scam takes place. Rockler was able to prove with a USPS tracking number that I had indeed received a package. The package I received weighed ounces where the wood would definitely have some weight. The tracking number is USPS *********************. There is no additional information on the site. I am unable to visit the post office to seek additional information on the pkg weight as I am disabled and totally housebound. Rockler Woodworking is not to be trusted!
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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.