Rockler Companies Inc.Reviews 90

I purchased a Rockler Speed Cope. It came with instructional video that would not play on my newer IMac. I spent an hour with Apple support to see if it would work, no success. We discovered though that the CD was made or updated in 2004. Slightly out of date for newer computers. Rockler could do better!

I have on occasion used Rockler to purchase items but I find that they tend to be a bit more pricey and when the cost of shipping is added in the price goes even higher. But I think I have had my final encounter with them after trying to order an item using a promotional code that was supposed to take 20% off the price of one regularly priced item and to also ship free. Filled out all the info and added in the code they provided. Got the item to ship free but there was no reduction in price at all. Spent thirty minutes trying to figure out what I had done wrong and why I wasn't getting the 20% discount. I finally realized I had no reason to let them ruin my day when I could find the item on Amazon cheaper and it will ship for free anyway. Goodby Rockler!

Received an email promoting Black Friday sales. Had picture and information on dust collector normally priced 749.00 sale price 599.00 w 50$ gift card. Placed order reviewed email on purchase n found I was charged full price. Called customer service n politely told that was a mistake and they wouldn't honor the price listed on the ad snd stated it's there "oops clause". Not done arguing but really Rockler that's a low budget flea market move.

I needed a tool within 2 days for an important job, and I could not find it locally. WoodCraft's site clearly stated this tool wouldn't ship until the next day and I couldn't afford next day air, so I went to the next best place (I thought!) Rockler. Full disclosure: I didn't see the shipping cutoff time: You have to click a "shipping Link" to get the cutoff times (MY FAULT!) and I ordered the sander and paid 102.00 in second day air shipping. I caught the mistake the next morning, and realizing I wouldn't be getting the sander in time, I called Rockler. I asked if the order had shipped and was told it had not. It was 9:30 PT -11:30 CT (their time zone) so I asked that they please cancel the order. I explained that I found the item someplace that could deliver by the time I required it. I was told that even though the item had not shipped, and wouldn't ship for hours, they would not cancel the order. Their customer service person explained that I could return the item, pay the 102.00 second day air charge plus any return shipping. Canceling the order would have cost Rockler nothing and it just would have been the descent thing to do. I can't believe that with their claim of "100% satisfaction guaranteed" they would refuse to simply cancel an order THAT HAD NOT SHIPPED. If you need woodworking tools, I highly recommend WoodCraft. Their customer service really is top notch.

Ordered wood veneer for a project to complete on my weeks vacation. I paid $40 for second day shipping. Product never shipped, customer service had "no idea what happened". When I asked when I'd get a refund they couldn't tell me the timeline bc they aren't the billing dept, when I asked to be transferred to billing that department didn't exist and all this was after I had to call about a follow up email. Horrible experience dont ever use them, dont waste your time and money. I tried looking them up to file a report with the Better Business Bureau- they aren't listed- no shocker there.

All you keep getting are excuses why they can't ship product. They charge you more if you want faster shipping but then they don't ship. I'm beginning to think they are a very shady company. Always a different excuse why they haven't fulfilled your order.

I ordered a set of EZ door sliders and related items. Website said all items were in stock. Got an email that they shipped only a portion of the order. The rest 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. 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.

Bought a router table and it malfunctioned in a way that the router bounced around while I was working with it, it damaged router table, router base, workpiece, my bit, luckily I could pull the plug before it became airborne, customer service replied to my email like I used the wrong router, THESE IDIOTS ADVERTISE WITH MY ROUTER TYPE FOR THIS TABLE, what a baloney reply and of course they do not want to reimburse, worst company everrrrrr, will never buy tools there again. Keep your high priced Chinese crap

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

I ordered 5 folding pocket knives in mid December 2020, within a week i received an order number & tracking number from UPS.
They were being shiped from the US TO AUS & given the covid situation I thought I'd give it at least 1.5 months before i receive them. That time went by & I decided to email Rockler to see how they were going as using the UPS tracking number didn't work. There web page advises to wait up to 7 days for a response (due to covid).
I waited over 14 days without a response, so decided to email again, including my Rockler order number & the UPS tracking number given me by Rockler & as yet still no response to either email (now May 2021).
I don't think its to unreasonable to have expected a return email by now!
Or at the very least a response explaining their position.

I almost always order over the phone and usually speak to Vince, Adam or Tim., because I live 150 miles away. I go to Pittsburgh occasionally and stop into the Moon Twp store to browse, buy or pickup. The folks there are always eager, knowledgeable and willing to help! I don't have a bad issue to speak too. Thank you for your continuing help. Art Turner.

If you have a question regarding a product to purchase, you can speak to someone immediately; yet if you have a problem with an order received, Rockler will tell you that it could take up to five days for someone to get back to you.
Waiting for them to get back to me to resolve missing items in my order. Holding up my job! Order number *******318

Tl; dr If you're ordering from an international address, avoid Rockler like the plague.

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 be in business. Do yourself a favor and give them a hard pass.

I purchased their offset router wrenches only to find out that within a month one of the small screws fell out. To my amazement, they are not secured with a thread locker of any kind. Given the orientation of the router in the table with its windings exposed, this was a concern. I wrote to them explaining what happened, asking that they inform their design team to specify a thread locker be used in their assembly and that they send me a replacement screw. I expected a thank you for helping them improve on a product with obvious flaws and to simply send a screw to me in the mail. They responded that if I supplied a receipt they "would look into it". I purchased the tools at their Indianapolis store while just starting a two day drive back to Florida, during which it was apparently misplaced. So I photographed the wrenches with the name Rockler on each expecting that would be sufficient. I received no reply. Eventually I called explaining the situation, only to be told something to the effect that I "might have picked them up at a garage sale and was trying to scam Rockler". That is comical! How many scam artists do you know that would spend this amount of time to scam a corporation out of what is probably a 10 cent screw? I see that poor customer service is mentioned in most other reviews; I fully understand why. Problems do arise in dealing with any business; that is life. Businesses, however, differentiate themselves in their approach toward doing the right thing for the customer. As you look through all of these reviews, note that I am not alone... this is consistently their approach. I have found Woodcraft to be both reasonable and helpful when an issue arose with them. Over the price of that very small screw Rockler has lost all my future business.

Rockler made a mistake on shipping my order and I needed the item timely. I requested a refund and Rockler refused to even after not shipping my item on time. I understand that incidents happen that delay processing, and when that is the case, Rockler should own it and allow me (the customer) to cancel the order and purchase the item elsewhere so I can receive the item when I needed it.

The Rockler store in San Diego went above and beyond. I was trying to order a CNC router online through the Rockler website because of traveling for business. I was having trouble with my credit card due to the amount and couldn't make the transaction. I went to the nearest Rockler store which was in San Diego. I explained my problem, so they Contacted the store in Washington where I live and were able to have the cnc router waiting for me To pick up upon my return. What awesome customer service. You guys rock.

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.