Rockler Companies Inc.

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

Please never buy from this company. I emailed to cancel my order after realizing they were price gouging the item. They credited my bank account I got an email the next day saying that they were sorry they couldn't cancel the item because it had already shipped which was a lie. I called the store to confirm they told me they didn't even have the item in yet. They said it had to come to their store before they could even ship the item. They told me that they could cancel it when they received it in at the store before it shipped. Then I get an email hours later saying again that they cancel the order when it never even shipped the first time they stated it did

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.

My husband is building a his dream workshop and Rockler was offering a $100 credit toward an expensive dust collection system he needed, and Rockler's products ARE good quality so he chose to buy their system. He was charged the full amount, without the $100 credit. He called Rockler and has spent over an hour with different people, explaining the situation - all he's been told is that on their end, he seems to have gotten the $100 credit. He offered to send them his credit card statement showing the amount he was charged. Waiting now for someone higher up to call him back and offer a resolution (even if they want to keep this full amount and send another $100 credit, if it's easier for them). After reading other reviews it sounds like we'll be waiting to hear from someone for quite a while, if ever. *We are not people who leave reviews, not complainers, not "Karens" but we both work in customer service - we understand that mistakes happen, but our employer bends over backward to remedy issues to keep customers happy. (If Rockler remedies this quickly I will delete this review, as I have no desire to complain unless it's warranted.)

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.

I ordered an item not stocked in the stores or by Rocklers. I went to our local store to order. I told them that I would need to pay additional freight. No I was assured. Rocklers claims they sent an email asking for the additional freight. I do not know where they sent it but I did not get it. I did get the email canceling the order. I am now 2 weeks behind on the project. There is a reason why in the last year we have spent 1/20th the amount with Rocklers than with one of their competitors. If you can avoid them do so. If not expect poor service.

I bought an item for my father before Christmas. The item was given on Christmas Day. The following day he left the country for 3 months to visit family overseas. When he returned in early March, we had the opportunity to discuss the item. He said that it would not work for him. I spoke with customer service@ Rockler. The first few people could only read from the script…"more then 90 days, pound sand." Finally I talked to Lexi In customer service. She agreed to a refund less a 25% restocking fee. The refund was also in the form of store credit only. I agreed to that but then the bombshell was dropped. I have to pay $115 return shipping. So for a $406 item that I'm returning SEALED AND UNOPENED in its shipping container, I'm getting a net refund of $255. Seems pretty shady for a company to do this and then sell the item at full price again.

I do agree that I am outside the all holy 90 mark but circumstances prevented that. There is no comparison, there is no understanding. Your company is too black and white. I have worked in retail for more then 30 years. I have been in management for 20 of those 30 years. I values my members that walk through my door. I would have taken care of them especially since the item has never been opened. This was the first time I bought online from Rockler. I have shopped in the stores and have been very pleased.

This whole experience has turned me off to your company. I know that this will fall on deaf ears and I expect no response. I'm just a number, a quick buck. I'm sorry I won't make this mistake again.

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

I attempted to purchase a bench from Rockler online, and immediately had problems. Initially, my order was put on hold because they claimed my address was incorrect for my payment method. I double checked with Rockler and it was indeed entered correctly, so was told to get in contact with my bank. I contacted my bank, and once again the address was correct, so called Rockler back again. After having a conversation with a very terse customer service agent, I thought I finally had the payment go through and was on my way to receiving my bench. The initial lead time would have been 2 months, but seeing as I wasn't in a rush I went along with it. I waited until the month my bench was supposed to arrive, and lo and behold my order had apparently not gone through, but also I never received any notification that the order had been cancelled. Final analysis: incredibly rude customer service agents, lack of transparency on lead times, substandard communication. Save yourself some time and buy your woodworking tools from a more reputable source.

I try to buy locally to support small business in my community but I saw an item on Rocklers website, a dust collector, that really impressed me with it value and accessories. Once I purchase it all I get is one piece of the puzzle. I called rockler they tell me the picture is not what is being sold the picture is showing you that what is being sold how it works. I told the sales rep that I thought that was a very weak response to poor advertisement and now it leaves me frustrated and in a broken relationship with rockler. The sales rep didn't care that a relationship was broken and was very argumentative and sassy. Didn't even offer a resolve, all she wanted to do was argue about how right they are and how stupid I am literally. So I'm telling you now if you buy anything from rockler‘s website you're gonna need to call them to to confirm what is it that I am looking at at buying is it the entire was pictured or am I just buying a nut and bolt that isn't pictured but you show me how it looks when everything is put together, in the real world rockler this is called a scam. And the tragedy here is at the rockler store locally it's good people good people that sell rockler products. Very disappointed in you rockler.com!

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.

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.

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 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.

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

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 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.