"Shipping time "

I ordered from 10 day and my order hasn’t even arrived to ups

"Dont get sucked in by this online store"

While the physical stores are wonderful and the people knowledgeable, the online experience ranks as the WORST I have ever encountered. Slow, lack of updates, bait and switch with pricing on clearance items (I have had four items cancelled over the last three months) and as obscure an experience as ever seen. Go somewhere, anywhere else than buying from these people through their online store. Even though they will show an Order as Processing forever, if you call and try to cancel, they refuse since something has occurred in the backend. After waiting over 2 weeks for a saw which I could have had off Amazon in two days, this is the last time I fall for the Rockler hype

"Classic bait and switch with a twist"

Classic bait and switch with a twist. This is not the first time, not even the second, where rockler.com advertises a discounted price and then renigs on the sale. This time Rockler advertised the Festool combo kit 577119 on clearance from $999 for $899 with an additional 40% with their code. I made the purchase for $539.99+tax on Friday. Their website said it was in stock and ready to ship. From their website I saw that many others made similar purchases after me. On Monday I received an email that the order was canceled because they don't have it in stock. They don't have a clue what they're doing. I have since assigned their emails to spam. What a scam!

"Don't order customized items from Rockler. "

I've been a Rockler customer since 1982. No longer. I ordered a customized branding iron on July 9th 2024. The information I got with the order stated it would ship in 10 business days. I really needed it so I called after 10 business days. Customer service said, "oh it takes three weeks -- please call back. " So I called back, and Customer Service (CS) said they don't know what's happening with my order -- they outsource manufacturing to a vendor in Las Vegas. They wouldn't give me the name or any contact information for the manufacturer. They said the vendor is a small company, and is not good about answering the phone. The Rockler supervisor did not call me back; calls and emails to Rockler's "decision makers" went unanswered. Finally, I was told that they have the order, the vendor would make the branding iron, and ship it on 7/31. I asked for it to be expedited, given the delay -- and offered to pay for the expedited shipping. I was told they don't offer that service. I was given ridiculous excuses, such as "they won't allow metal to be shipped by airplane." I talked to several Rockler representative, and all said that "service" is not offered. Please -- if you ship by UPS, you can choose a number of different ways to ship. But not with Rockler -- congratulations on such a low regard for your customers and customer satisfaction.

"Customer service is a joke…"

3 days of UPS saying to file a claim and they refused to do anything until after 10 days now they tell UPS to return the package but guess what if they lost it they can't and Rockler says they will not refund my money until UPS sends them the package

"Rockler Comes Through"

They over sold on product and have called three times after no delivery date provide after a months waiting. My last call I was told I would receive a follow call a it is going on three days. I have purchase over $2000 worth of products from them and now feel like they do not appreciate me as a customer.

After sending an email to Rockler as suggested they promptly filled the order and it will arrive this week. I still think they need to work on clearly telling customers when something is on backorder and provide periodic details to those who our waiting but I am satisfied now and will continue to use there company in the future. Also it was my bad about the double billing comment. I thought they originally billed me but did not. They bill at shipping which is different than I thought.

I will never order from Rockler again. After I placed this update Rockler took this as me wanting to cancel my order. The person I talked to mentioned social media as the reason the cancelled my order. What company does that. They also would restart my order if I wanted but I would be back in the queue as if there was no history. I can get the same product other places but I think Rockler was loosing money on this transaction so they were looking for a way out. I am a patient person but not with poor service along with poor communication on top of the service. Good by Rockler hopefully you will reconsider how you treated valued customers.

"I ordered PAPER plans over a month ago…"

I ordered PAPER plans over a month ago for some outdoor furniture. It has been on back order for over a month. They’re PAPER plans! Would it be so hard to send a pdf file ( I’m sure they have one) to Kinkos and have copies made? Or send me the pdf so I can have copies made? What kind of moron is running this company?

"C’mon Rockler seriously"

C’mon Rockler seriously! If I don’t give you consent to SELL MY INFO then I can’t see your website! Your loss! You guys are going to lose money acting like this.

"Purchase and then Obsolete"

A number of years ago, I purchased the then-stock Rockler Router table and the then current router lift to fit the table. It has served me well over the years and, in later years, as a part time employee of the company, I sold many of these configurations because they worked well. Now the next generation of lifts have arrived from Rockler "innovations" and they have stopped carrying the replacement inserts for the original lift. You can only purchase the overpriced aluminum pop-up inserts used by the current generation of lift which are not adaptable to the original lift. This is a cycle with Rockler. They sell and sell and sell items on the concept that it is the solution to our woodworking needs and then, "SQUIRREL!" they are on to something else, leaving customers holding on to items we can't get replacement parts for. Now I can tell you what the argument will be: " We can't stock parts for everything we've developed or sold so we have to choose." That's really bull. I have contacted customer service to ask if the inserts for the original lift were available and all I have received thus far is crickets. So, while there are many fine items in the Rockler inventory, just be aware that once purchased the clock is ticking until it is replaced by "innovation" and you are left holding the bag. Things as simple as the steel bench leg kits that sold for years have been "innovated" into obsolete items; no more drawer brackets, etc. I would give the two stores in my area a "5" rating on customer service but I have to give Corporate a "1" on long term Customer support.

"International customer support ZERO...."

I have a Rockler 1-1/2 interlocking sign making kit (State Park) that I have owned for a couple of years. Two of my letters have become damaged due to my own negligence and from having looked on the Rockler website, specifically FAQs, it says to contact them ref replacement letters.
As a UK customer I am disappointed by their response that "we do not send replacement letters out of the 48 states". My summation of this is that they are happy to take your money over amazon.com and ship a full new set no problems, but a couple of replacement letters they won't help! I find it shameful that you do not value your international customers the same as your US based customers. I'm so glad this is the only Rockler product I own, i will never purchase anything from Rockler ever again.