Rockler Companies Inc.

I ordered an INCRA RULE 12", that was in stock, on a Thursday morning from the west coast of the US (order details show lunch time, I assume they are Central US time). I paid for 3 day shipping for my item. My ruler was ~35$ and the shipping literally doubled the price of my order - shipping was ~$38. But I didn't care because I wanted my item. I go off to do my thing, safe in the knowledge I'll have my thing in 3 days. So, when? Monday maybe? Uh, no. I go check my order on Friday and it hasn't shipped yet. What? Rats. Saturday rolls around and THEN I get a notice from Rockler that my thing shipped. And the 3 days starts on the following Monday. It's shipping via UPS and I have had zero success with them delivering anywhere close to their delivery window lately. So I paid Rockler for expedited shipping and effectively got "ground" shipping. They got a nice bonus from me though. It's a small amount, but this is why I use Amazon. I won't order from Rockler again for this reason.

I placed an order on Monday then spoke with the representative, they confirmed that everything was ready to ship then after 5 days called to check they didn't ship the order spoke with supervisor and they didn't helped at all

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.

Bought an XL cribbage board template and was delivered with wrong hardware. A 1/4" and errantly a 1/8" peg to hold in place. Of course the jig moved and caused a 10' natural edge walnut board to be ruined. They did the sorry thing and offered me a 25$ gift card for rockler as if i will ever buy from them again. The customer service was so painfully slow to respond but their bots sure are put to use. Their products are so sub par. They sure weed out negative reviews on rockler sight. Wow just learn from my pain. I informed you thusly. Never under any circumstances buy anything mechanical from them.

This was a first for me. I recently received an inquiry from Rockler asking if I would be willing to help a customer who was considering purchasing an item that I had previously purchased. While I was unable to answer their question I was able to make a suggestion. Recognizing that to a certain extant I was doing Rockler's job I thought that by putting one person in contact with another it gave us the opportunity to feel better about our fellow man/woman. I would feel better for helping someone and they would feel better knowing that someone cared enough to try and help. Win win.
I like the spirit of the company.

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

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 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

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!

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

I needed to replace a broken hinge on a kitchen cabinet. The bad news—they didn't have the hinge I needed. The good news—the front counter clerk recognized exactly what I needed, where to order it online and went so far as to pull up the website so I'd know exactly where to go and what to get!

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.

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.

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

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.

My wife bought my Christmas gift from the Rockler Store in Anaheim. A piece from that tool came off on 2nd use. When I went in to ask for help, all they said was "call the manufacturer." It wasn't the fact that they told me to call, it was the tone and complete "hands off" approach they used with me. It's nice to have a woodworking store to view things, but I wouldn't buy from them again. There are so many great tool companies out there. Tickler's niche is having a store to touch products, not in the best customer service for sure. I'll take the time on YouTube and The Web to find better products at much better rates and use Rockler only occasionally to touch things.

I order on line on a regular basis as we live in a small town, where there is not a lot of tool shopping options. Regardless, trying to order on Rocklers web page is beyond a nightmare. Nothing shows up correctly and I had to change every aspect of my order in the cart when I got that far after numerous misdirected attempts. Once it came time to pay, the free shipping claim was to say the least, difficult if not impossible to get to show up on the cart. Needless to say, I finally was able to return to the cart, delete every item and send them a message to insure that all has been deleted and not to charged me for any reason. Doubtfull that I will hear from them after seeing their customer service ratings on line. They are being rated as a 1 only because this site will not allow it tobe a zero.