Rockler
Reviews and Complaints

As a passionate woodworker, I was excited to explore Rockler Woodworking & Hardware for my project needs. However, my experience with their customer service left me utterly disappointed. Despite their range of tools, the lack of responsiveness and support was a major letdown. I encountered issues with my order, and the communication was poor. It's disheartening when a company fails to prioritize customer satisfaction. As someone who values quality service, this experience has made me reconsider future purchases from Rockler.

Great tools. Friendly people, store smells great off exotic woods. High quality tools for a good price.

THIS IS AN EXCELLENT WEB-SITE TO ORDER FROM,, IF YOUR A WOODWORKER
LIKE ME. GREAT QUALITY, FAST SERVICE...

I called Rockler today and felt good about the help I received from an associate, Skip. Both Skip and Mike (manager) were very helpful when I visited the store. I left feeling very good about my visit!

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 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.

I got a four poster bed hated the posts reminded me of unicorn horns but, was gonna deal with it as got it from a used store, so started surfin net and finally came up with name of item i needed and lead me to site above
Got my 4 end fpr poster foot and head board, i love them they are perfect, did take 14 working days to get here, but well worth the wait and were in my price range.

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.

I didn't notice the length of shipping as I'm not a contractor and not in a rush, but after an long search at Home Depot and Lowes with little luck, I found hinges and table extension stuff that I could not find elsewhere. Exactly what I need. I also got answers to questions on the site about what I needed and why you can't just stick legs on a table without a table apron. I never knew what those things did! Perhaps I could find all of this stuff cheaper on Amazon, but I might not get exactly what I needed or the quality. I will keep buying from these guys. If I run into delivery problems with another order, I will revisit my review. However 5 stars today!

I recently bought some drawer slides from Rockler's website. I was excited to get them, but when the box arrived, I was disappointed to find that there was only one pair inside. I called their customer service to let them know about the mistake, and they said they would send me the rest of the slides. I waited several days, but when the box arrived, it only had one pair again. I was starting to get frustrated at this point.

I called back to speak with someone else, but the lady who answered the phone was not very helpful. She didn't seem to know what was going on and told me that the box was too heavy for just one pair of slides. I knew this wasn't true because the box had the original label from Accuride and weighed 8lbs. She said she needed to consult with someone else and I was left waiting.

I was getting really angry because I needed the slides for a project I was working on and we were in the process of moving. I only had a week left at my current address. I was asked to take a picture of the box and send it to them, which I did. But it's been another three days and they still haven't shipped the two missing pairs of slides.

This whole process has been going on for over a month now, and I'm really disappointed in Rockler's customer service. They call it "customer care," but it doesn't seem like anyone actually cares. I would have expected them to expedite the process after making two mistakes, but that hasn't happened. I hope they can improve their service in the future.

I usually try to support small businesses in my community, but I stumbled upon Rockler's website and saw a dust collector that caught my eye. It had great value and came with some really useful accessories. So, I decided to make the purchase. However, when I received the item, it turned out to be just one piece of the puzzle. I was really disappointed and frustrated.

I decided to give Rockler a call to see if they could help me out. The sales rep I spoke to told me that the picture on the website was just showing me how the item works and not what was actually being sold. I thought that was a really weak response to poor advertisement. I mean, how was I supposed to know that I was only buying a nut and bolt that wasn't pictured?

The sales rep didn't seem to care that I was frustrated and upset. Instead, she was argumentative and sassy. She didn't even offer a solution to my problem. All she wanted to do was argue about how right they were and how stupid I was. I mean, come on, that's not how you treat your customers.

So, if you're planning on buying anything from Rockler's website, make sure you call them first to confirm what you're actually buying. Otherwise, you might end up with just a piece of the puzzle like I did. In the real world, this is called a scam.

It's really disappointing because the people who sell Rockler products locally are really good people. But, my experience with Rockler's website has left me with a broken relationship with them.

Overall, I'm really disappointed in Rockler.com. They need to do better with their advertising and customer service.

I recently ordered a miter gauge and fence from Rockler's website. I noticed that they had a banner up about Covid-19 and how they were handling their products, which was reassuring. I proceeded to checkout and opted for 3-day delivery, which cost an extra $36.00. However, I was disappointed to receive an email a few hours later saying that they couldn't fulfill my order in a timely manner due to Covid-19.

I tried to cancel my order and reached out to customer service, but unfortunately, my experience was not great. The representative I spoke with, Miss No Service, was not helpful at all. She told me that my order was already shipping and that I knew about the delay due to Covid-19, even though there was no disclaimer during the ordering process. When I pointed this out, she simply repeated that there was a disclaimer on their website.

I've had trouble with Rockler's shipping in the past, but I thought it was just part of the process since they're a big company. However, after this experience, I don't think I'll be buying from them again. The customer service was rude and unresponsive, which was disappointing. I wish they had been more willing to work with me and address my concerns.

I was in a real pickle, I needed a tool for a job that was coming up in just two days, and I couldn't find it anywhere locally. I checked out WoodCraft's website, but they said that the tool wouldn't ship until the next day, and I couldn't afford to pay for next day air. So, I thought I'd give Rockler a try. I mean, they seemed like the next best thing, right? But, I have to admit, I didn't see the shipping cutoff time. You have to click on a "shipping link" to get the cutoff times, and that was totally my fault. So, I went ahead and ordered the sander, and paid a whopping $102.00 for second day air shipping.

The next morning, I realized my mistake. I knew I wouldn't be getting the sander in time, so I called up Rockler to see if I could cancel the order. I asked if the order had shipped, and was told that it hadn't. It was 9:30 PT -11:30 CT (their time zone), so I asked if they could please cancel the order. I explained that I had found the item somewhere else that could deliver it in time for my job. But, to my surprise, 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 to me that I could return the item, but I would have to pay the $102.00 second day air charge, plus any return shipping. I couldn't believe it! I mean, canceling the order would have cost Rockler nothing, and it would have been the decent thing to do. They claim to have a "100% satisfaction guaranteed" policy, but they refused to simply cancel an order that had not even shipped yet!

If you're in need of woodworking tools, I highly recommend WoodCraft. Their customer service is really top notch. They'll go above and beyond to make sure you're satisfied with your purchase. Don't waste your time with Rockler, they don't seem to care about their customers at all.

So, I bought a gift for my dad from Rockler before Christmas. He got it on Christmas Day, but he had to leave the country the next day to visit family overseas. When he came back in early March, we talked about the item, and he said it wouldn't work for him. I contacted customer service at Rockler, and the first few people I talked to just kept saying "more than 90 days, pound sand." Finally, I got to talk to Lexi in customer service, and she agreed to give me a refund, but with a 25% restocking fee. The refund was only in the form of store credit, which was okay with me, but then they hit me with the return shipping fee of $115. So, for an item that cost me $406 and was still sealed and unopened in its shipping container, I only got a net refund of $255. That seems pretty shady to me, especially since they'll just sell the item at full price again.

I know I'm outside the 90-day return window, but there were extenuating circumstances. It's frustrating that there's no flexibility or understanding. I've worked in retail for over 30 years, and I've been in management for 20 of those years. I value my customers, and I would have taken care of them, especially if the item was unopened. This was my first time buying online from Rockler, and I've been happy with their stores in the past.

Unfortunately, this whole experience has turned me off to Rockler as a company. I know my complaint won't make a difference, and I don't expect a response. I'm just another customer, another quick buck. It's a shame, but I won't make the mistake of buying from them again.

I recently had a terrible experience with Rockler, and I would not recommend them to anyone, especially if you're ordering from an international address. I ordered a honing guide and a digital rolling marking gauge from their website on January 20th, 2021. It's now March 4th, and I still have not received my items.

I live in India, and I foolishly assumed that Rockler or their third-party payment and shipment processing companies would be competent enough to deliver my order to my address. During checkout, they even collected shipping, customs duty, and taxes. However, after a few days, the items were shipped, and they have been stuck with UPS at customs clearance ever since. Despite my numerous attempts to contact Rockler, they have been unhelpful and uninterested in resolving my issue.

Every time I contact them, they either refer me to one of their third-party partners or send me an automated email saying they're too busy to help me. When I try to contact the other companies, they tell me they have no information about my order status and refer me back to Rockler. It's been a frustrating and exhausting experience, and I feel like I'm going around in circles.

I spent around 150 bucks on my order, which is a substantial amount in Indian currency. Unfortunately, I'm not hopeful that I'll get my money back since I'm not in the U.S. and can't visit one of their stores to explain my situation. I was fooled by their catalogue into making the purchase, but I won't be making that mistake again.

In my opinion, companies that treat their customers like this shouldn't be in business. I strongly advise you to avoid Rockler and give them a hard pass.

I just wanted to share my experience with Rockler, an online store that sells woodworking tools and supplies. I had put an item in my cart and was ready to check out when I noticed that there was a gift card included in the price, which reduced the total cost. I decided to wait a couple of weeks before making the purchase, but when I returned to the site, the gift card was still in my cart, worth $72.

I went through the process of ordering the item, but when I tried to apply the gift card, I received an error message saying that it was no good. I contacted Rockler's customer service and was told that it was a glitch in their system. I was disappointed and felt cheated out of my $72.

I spoke to a supervisor named Julie Staples, but I have not been able to get in touch with her since. I understand that computer glitches can happen, but I believe that Rockler should take responsibility for their mistakes.

In contrast, I have had great experiences with Amazon, who also sells Rockler products. Even if there is a mistake on their end, they always make it right and take care of their customers.

Overall, I would not recommend buying from Rockler. They seem shady and dishonest, with no integrity or business ethics. If you want a product that they sell, I suggest buying it from Amazon instead. They will not cheat you and will take responsibility for your purchases.

I bought some offset router wrenches from Rockler and was pretty disappointed when one of the screws fell out within a month. I was surprised to find out that they didn't use any thread locker to secure the screws in place. This was a big concern for me because the router was in a table and the windings were exposed. I wrote to them to explain what happened and asked them to inform their design team to use thread locker in the future. I also asked them to send me a replacement screw. I thought they would be grateful for my feedback and would just send me a screw in the mail. But instead, they asked me to provide a receipt before they would do anything. I bought the tools at their Indianapolis store and was on a two-day drive back to Florida when I lost the receipt. So I took a picture of the wrenches with the Rockler name on them, hoping that would be enough. But I never heard back from them. I eventually called them to explain the situation, but they accused me of trying to scam them. That's ridiculous! Who would spend so much time trying to scam a company out of a 10 cent screw?

It seems like a lot of other people have had bad experiences with Rockler's customer service. I think it's important for businesses to do the right thing for their customers, even when things go wrong. I've had better experiences with Woodcraft in the past, so I'll be taking my business there from now on. It's a shame that Rockler lost a customer over a tiny screw, but that's how it goes sometimes.

So, I was thinking about buying something from Rockler.com, but I wanted to know how much it would cost in Canadian dollars. At first, I was pretty impressed with their notice to Canadian customers about the new tax and duty rules. But, that feeling didn't last long. When I checked out, the website said that the duty and taxes would be an extra $34.40. The product I wanted was on sale for $119.99 US, but when I got to the checkout page, the subtotal in Canadian dollars was $170.72. That seemed way too high, especially since it didn't include the $34.40 for duty and taxes. I checked the conversion rate from US to Canadian on a few different sites, and they were definitely overcharging customers.

On that day, the conversion rate was 1.33, which means the subtotal should have been $159.80. That's a difference of $10.00! And, as you can see in the photos, it also resulted in inappropriate duty and tax amounts. Just to make sure it wasn't a one-time mistake, I checked another item that wasn't related. It was $124.99 US, which should have been $166 Canadian. But, once again, Rockler.com showed an inflated subtotal of $177.84. Their website even says that the extra $35.31 for duty and taxes is based on this inaccurate amount. That's even more of an overcharge than the first item!

With today's technology, there's no excuse for this kind of thing to happen. Conversion rates do change, but they're set for the entire day. A company can't just decide what rate or amount to charge. This is something I take very seriously because I think it says a lot about a company's business practices and ethics. I started to wonder if their pop-up message about the new tax and duty rules and duty calculator is just an attempt to hide these inaccurate amounts. Just my opinion, of course.

If you're thinking about buying something from Rockler.com, be very careful. Make sure you do your own calculations to make sure everything is correct. Don't just trust what the website tells you. It's always better to be safe than sorry!

I bought a SawStop table saw from Rockler on April 16, 2023 for almost $4,000. It was shipped on April 20, 2023 through YRC freight directly to my home. When it arrived, some of the boxes had dents and crushing, but it wasn't anything out of the ordinary for a cardboard box shipped via freight. The box with the fence rails was torn and had some scratches at the end. I noted the damage on the delivery receipt and kept it to send to Rockler.

When I unboxed the equipment and assembled the saw, I found that 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 wouldn't power on. I called Rockler and they said they would take care of the situation and send out any replacement parts as needed. They also told me to contact their DropShip department to share the evidence and all documentation in writing, which I did.

After submitting all the paperwork, it took their DropShip team 8 days to contact me and over 2 weeks to come to the conclusion that they wouldn't refund my purchase or provide replacement parts to make the saw functional. They said I didn't write "possible concealed damage" on the freight delivery ticket and the item was out of the box. But I had noted the damage on the delivery receipt, and I had to unbox the item to discover the additional damaged items.

I read another review submitted on May 13, 2023, and it seems that Rockler's DropShip department and SawStop (run by a woman named Brittany) don't stand by any of their items shipped via freight or support their customer base. Their customer service was terrible, and they didn't care about making the situation right. I had to reach out to various consumer protection agencies to assert my legal rights.

In addition to the saw, I also ordered a new dust collector, which I had asked to cancel due to a delay. They agreed to a full refund almost 10 days ago, but I haven't seen any refund yet.

From my experience, Rockler doesn't care about their customers and expects them to accept damaged and defective goods. Their actions are borderline theft, and I urge consumers to avoid my experience and shop elsewhere.

I ordered a miter saw stand back in early February. I understood at the time the item was out of stock and there would be delays due to COVID. I was sent a drop ship notice 4/6/21. I followed up 5/9/21 about the fact that the tracking information had been stagnant at label created status. I received a response 5/11/21 that Rockler would look into this. I heard no further response. I decided to move to phone call contact and called on the 21st requesting status and I began requesting a refund since other vendors now had the product in stock. I was told I could not cancel since the shipment status was unknown and I should get notice in a day or two. I called back the 24th and 26th and was given more or less the same line. I requested a manager speak with me on the 26th and to just flat out cancel. I have yet to get an email or follow up call. This is a retailer/shipper/manufacturer dispute at this point. My money and time should not be held hostage.

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 was thinking about purchasing a product from Rockler.com, but I wanted to see what it would end up costing in Canadian dollars. Initially I was impressed at their notice to Canadian customers about the new tax/duty rules. Unfortunately I was NOT impressed for long! The website indicated that the duty and taxes would be an additional $34.40. According to their website the product I was interested in, was on sale for 119.99US. However, when I went to the checkout page the subtotal in Canadian was $170.72. Considering this was without the $34.40 duty & taxes it seemed much too high. When I checked the conversion rate from US to Canadian on several different sites, I confirmed that they were over charging customers. On this day the conversation rate was 1.33, which means the subtotal should have only been $159.80. Not only would customers be over charged $10.00, but as you can see in the photos, it would also result in inappropriate duty and tax amounts as well. Just to see if this was a isolated incident with 1 item, so I checked a separate unrelated item. The cost was $124.99US, which should have been $166 Canadian. However, Rockler.com once again showed a inaccurate inflated subtotal of $177.84. There website even states that the additional $35.31 for duty & taxes is based on this inaccurate amount of $177.84. This is even more of an over charge then the previous item. With today's technology, there is absolutely no reason for this to occur. Conversation rates do change, but the rates are set for the entire day. So you are supposed to pay the rate for the day you purchased the item(s). A company does NOT get to decide what rate or amount they charge This is something I take very seriously, because I believe it is an indication of a company's business practices and ethics. I started to wonder if their pop up message about the new tax/duty rules and duty calculator is an attempt to gaslight and hide these inaccurate amounts. JMO. Customers should be very careful and if they do decide to purchase anything, they should do their own calculations to make sure everything is correct!

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.

On 10/31/2020 I purchased an item directly from Rockler through there website (www.Rockler.com). I received a call from the shipping carrier Rockler used and we scheduled an appointment to have it delivered on 11/30/2020 around 4 to 5 pm. Unfortunately, they never showed up or called despite me having taken off work and being prepared to accept the heavy package (had arrangements made that day to assist in bringing the package from the parking lot to my apartment. I called the shipping company the following morning and they essentially, long-story short, said they were busy that day along with a few other excuses. Notified Rockler to assist with this issue. After multiple calls to Rockler in order to assist with sending the package, no resolution was offered. At this point, it has been about 6 weeks since I had placed the order and so I eventually called again and asked them to cancel the order, which they requested from there vendor. The follow-up response was provided by Krystal from Rockler, "We have received your request to cancel this order for item 25713. However, this order is already in transit to you and cannot be canceled. Due to the address being undeliverable for a 53’ trailer, the vendor stated... Please advise the customer that pick up at the terminal is required or he can advise the terminal a place at which they can meet. However, a delivery appointment must be set within 48 hours to avoid the freight being returned to JPW with return freight and restocking fees assessed.” Up to this point I want to summarize the events. 1. I paid to have a product shipped to my apartment; however, they refuse to ship the package to my parking lot and expect me to come pick up a 300 lb item in my 4-door sedan. They falsely claim that they were unable to access the parking lot. I've attached a picture of a 53' truck that has easily entered the parking lot. I see them all the time. 2. Because they refused to perform the service they promised, they attempted to hold my money hostage and have me pick up the product and deliver it myself to my apartment.. 3. Because they could not provide me with the product and service I paid for, they attempted to take more money from me for shipping the product back to them... 4. They attempted to charge me a "restocking fee" for a product that never left there supply chain. Is this not coercion? Rockler threatened to charge me return shipping fee's and restocking fee’s (for a product in there supply chain) if I failed to set-up an appointment within 48 hours with a company that eloped on a scheduled delivery and never subsequently reached out. Of note, all these charges were not mentioned on there website or policy page. Clear lack of transparency. So what happens next? I fortunately used PayPal to checkout. Because they refused to give me back my money for a service/product I never received, I filed a claim with PayPal and of course I got my money back. But let me share with you the unsolicited email from Rockler, which highlights their business values, once they were emailed by PayPal. "We show that you filed a PayPal dispute for this shipment. Rockler will challenge this dispute in PayPal and PayPal will most likely side with us as we have documentation that we emailed you that it was going to be on a 53’ truck and that you didn’t inform us until after it was already shipped out. We will get this order returned back to JPW and you will be charged the restocking fee and the return shipping fees." To conclude: Rockler's deceptive tactics, lack of transparency, and coercion (threatening additional fee's if I did not meet their demands) is a clear attempt to bully a customer and is ethnically inappropriate. I have a fiduciary duty to make the public aware of my experience and the basic unethical values Rockler strongly stands by as evident from their responses. Rockler set me up for failure and attempted to take advantage of me when I was vulnerable. They are and will NOT be your advocate. I recommend against purchasing from Rockler until they change their business model and rather than attempt to bully the customer, be the customers advocate and voice! If Rockler has a product that you need to buy, I would suggest using a third party seller such as Amazon or using checkout through a third-party such as PayPal. They will be your advocate and voice should Rockler attempt to take advantage of you. Otherwise, when you did nothing wrong, as Krystal with Rockler would say, "you will be charged the restocking fee and the return shipping fees."

I gotta say, I had a pretty frustrating experience with Rockler. I was really excited to order 5 folding pocket knives from their website in mid December 2020. I got an order number and tracking number from UPS within a week, which was pretty impressive. But, with all the craziness going on with COVID, I figured it would take a while for them to get to me in Australia. I was willing to wait at least 1.5 months.

Well, that time came and went, and I still hadn't received my knives. I tried using the UPS tracking number, but it didn't work. So, I decided to email Rockler to see what was going on. Their website said to wait up to 7 days for a response because of COVID, which I totally understand. But, after waiting over 14 days without a response, I decided to email again. I included my Rockler order number and the UPS tracking number they gave me, but still no response to either email (it's now May 2021).

Honestly, I don't think it's too much to ask for a return email by now. Or, at the very least, an explanation of their position. I'm pretty disappointed with the lack of communication from Rockler. I was really looking forward to getting those knives, but now I'm not sure if I'll ever see them.

I gotta say, I ain't too impressed with Rockler's website. I live in a small town, so I gotta do most of my tool shopping online. But let me tell ya, trying to order from Rockler's website is like trying to navigate a maze blindfolded. Ain't nothin' showin' up right, and I had to change every dang thing in my cart after tryin' and failin' multiple times. And don't even get me started on tryin' to get that free shipping claim to show up in my cart. It was like tryin' to find a needle in a haystack.

After all that, I finally managed to get back to my cart, but I was so fed up that I just deleted every item and sent 'em a message tellin' 'em to make sure they didn't charge me for nothin'. I ain't holdin' my breath for a response, though, 'cause I looked up their customer service ratings online and they ain't lookin' too good. I'd give 'em a big fat zero if I could, but this site won't let me.

I recently bought a product from Rockler, which I got from an authorized retailer. When I received the product, I realized that I needed more parts to make it work. I checked the box and the manual, and they listed the additional parts that I needed. However, when I looked at the website listing, it did not include the necessary parts. I tried to order the parts from the original retailer, which is a large company with a smile logo, but they did not sell them. I contacted customer service for both companies, and they told me to work directly with Rockler.

I reached out to Rockler, and they blamed their retailer for the description error. I found their customer service to be really unpleasant to work with. It was frustrating to deal with them, especially since their return policy is not great, as noted by other reviewers. In the end, I had to buy the part I needed from Rockler and pay extra for shipping. It was a bummer because the product itself is really cool, but Rockler's customer service left a lot to be desired.

Despite my negative experience, I have to say that the product I bought from Rockler is a neat piece of kit. It's just a shame that the company's customer service is so miserable. I don't think I'll be buying anything else from them in the future.

I placed an order on a holiday weekend, specifically on a Sunday at 3:57 pm. The next day, which was Labor Day, I tried to cancel my order by calling them, but unfortunately, they were closed. I decided to email them the following day, which was Tuesday, before 8:00 am Eastern Standard Time, even before they opened. However, when I tried to call them that morning, they were still closed.

To my surprise, I received an email from them stating that my order had already been shipped at 2:30 am, and that I had to return the merchandise, pay for the return shipping, and also pay a handling fee. The wooden box that I ordered was for my hamster, which unfortunately passed away on the same Sunday that I placed the order. The box only cost me $16.99, and I no longer needed it.

I wasn't going to wait for 7 to 10 days to receive the box and bury my kids' hamster. When I called to ask why they couldn't cancel my order, the customer service representative and supervisor were very rude and didn't even apologize for the inconvenience. It wasn't about the $16 dollars, but rather the fact that I didn't need the box anymore.

In my opinion, this company is a rip-off and lacks sensitivity towards their customers. I would not recommend ordering anything from them.

Rockler is not a good place to buy wood slabs, in my opinion. I was really hoping that they would be able to sell me a decent slab, but I was wrong. I ordered a slab for $179, and I had to pay an extra $20 for shipping. When it arrived, I was very disappointed. There was a big gouge in the side, and the slab was so twisted and warped that it was almost useless. I asked for a return, but they said that their site says that the slab "may ship with or without bark. We would not consider this defective." The bark was not the issue. The gouge and the twisted slab were the issue. This slab was so bad that it should have been made into kindling for a campfire up there in Minnesota. I spent all day trying to get return information, and I finally got it. However, I found out that it would cost me $53 to return it via UPS. That, on top of the extra $20, made me decide that it was not worth it. I also realized that they would just sell it to somebody else who would be very unsatisfied. It's obvious that they don't care too much about their customers. I have spent thousands of dollars over the years with Rockler, and so have my friends. However, we will not be buying from them anymore. It's really too bad.

I recently made a purchase from Rockler, specifically an INCRA RULE 12". I was excited to receive my item and placed my order on a Thursday morning from the west coast of the US. I opted for the 3 day shipping, which cost me a pretty penny at around $38. However, I didn't mind the cost as I really wanted my item.

I patiently waited for my package to arrive, assuming it would be delivered by Monday at the latest. However, when I checked my order on Friday, I was disappointed to see that it hadn't even shipped yet. I was hoping for a speedy delivery, but it seemed like that wasn't going to be the case.

Finally, on Saturday, I received a notification from Rockler that my item had shipped. However, the 3 day shipping clock didn't start until the following Monday. To make matters worse, my package was being shipped via UPS, and I've had some bad experiences with them lately. I paid extra for expedited shipping, but it seemed like I was getting "ground" shipping instead.

While the amount I paid for shipping may seem small, it was a significant portion of the total cost of my order. This is why I usually prefer to shop on Amazon, where I can trust that my items will be delivered on time and without any issues. Unfortunately, I don't think I'll be ordering from Rockler again in the future.

I gotta say, I wasn't too impressed with Rockler. The product I got was just okay, but what really got me was their culture. They package everything like crazy, even stuff that doesn't need it. And don't even get me started on their customer service - it's practically non-existent. Plus, everything they make is from China or Taiwan.

I tried to give them some constructive criticism in an email, but they didn't even bother to respond. And to top it off, I kept getting bombarded with sales emails even after I unsubscribed multiple times.

But the icing on the cake was their most recent email asking me to rate the product I bought. I clicked on the stars to rate it, but it just took me to a list of products for sale. Talk about bait and switch! And then they had the nerve to ask me to post a photo of the product in use, but that just led to another sales pitch.

Honestly, their business practices are just bad all around. I won't be doing business with them again.

I tried to buy a bench from Rockler online, but it was a real hassle. First, they put my order on hold because they said my address was wrong for my payment method. I checked with Rockler and it was right, so they told me to call my bank. I called my bank and they said it was right too, so I called Rockler again. The customer service person was really short with me, but I thought I finally got it sorted and my bench was on its way. It was supposed to take 2 months, but I didn't mind waiting. When the month came for my bench to arrive, I found out my order didn't go through and they didn't even tell me it was cancelled. Overall, the customer service was really rude, they didn't tell me how long it would take, and they didn't communicate well. Don't waste your time with Rockler, go somewhere else for your woodworking tools.

Just a heads up, folks: you can't change or cancel your order if it's outside of "normal business hours". You can't do it online and you can't call or chat with customer service either. I had a problem recently when I ordered something on a Sunday and realized I made a mistake. I couldn't get in touch with Rockler because they're closed on Sundays. I had to wait until 7:00AM CST on Monday when their customer service opened. I talked to Gina and asked her to cancel my order, but she said it was too late because the warehouse had already picked it. She didn't even try to call the warehouse or suggest any other options. When I told her it was only 7:01AM and the company had just opened, she said the warehouse works different hours.

I do like some of Rockler's products and I've spent almost $1000 on them in the past 3 months. I also like supporting family-owned businesses. But it's pretty clear that Rockler doesn't care about their customers' needs. That's why I won't be doing business with them anymore.

My husband and I recently had an experience with Rockler that left us feeling frustrated and disappointed. We were in the process of building his dream workshop and needed an expensive dust collection system. Luckily, Rockler was offering a $100 credit towards the purchase of this system, which was a great deal. We knew that Rockler's products were of good quality, so we decided to go ahead and make the purchase.

However, when my husband checked his credit card statement, he noticed that he had been charged the full amount for the system, without the $100 credit being applied. He immediately called Rockler to explain the situation and try to get it resolved. Unfortunately, he ended up spending over an hour on the phone with different people, all of whom seemed to be unable to help him.

Despite offering to send them his credit card statement as proof, my husband was told that on their end, it appeared that he had received the $100 credit. He was left feeling frustrated and unsure of what to do next. He's now waiting for someone higher up to call him back and offer a resolution, even if it means keeping the full amount and sending another $100 credit.

After reading other reviews online, it seems like we're not the only ones who have had issues with Rockler's customer service. We understand that mistakes happen, but as people who work in customer service ourselves, we know how important it is to remedy issues quickly and keep customers happy. Unfortunately, it doesn't seem like Rockler is doing a great job of that.

We're not the type of people who like to leave negative reviews or complain unnecessarily, but we felt like we had to share our experience. If Rockler is able to resolve this issue quickly and to our satisfaction, we'll be more than happy to delete this review. But until then, we'll have to caution others who are considering making a purchase from Rockler.