"Deceitful staff and Glitchy website..."

After deciding to buy a Festool Kapex Miter Saw for nearly $1600 I chose Rockler Woodworking and Hardware as they are a US-based company. I started the order process online. Their website said that the Festool Miter Saw was in stock. However, after several “tries” on the website, I called the online order phone line.
I spoke to a very nice salesperson who confirmed the item was in stock and available on Wednesday morning. He stated that the item would ship as we were talking in the early morning. After placing the order, I received a bank notification alerting me of the large purchase on my credit card and an email from Rockler with confirmation of the sale.
On Thursday morning, I checked online and found my order status was that the item was “Picked” but not yet shipped. This concerned me, but I thought I was check again latter.
On Friday morning (2 days later) I called Rockler to check on the order status, they were having computer issues and he said that he would need to check and call me back. He never called back!
After waiting all day, I called at the end of the business day and spoke to a different person, they could only tell me that the Miter Saw was “picked” and awaiting shipment on Monday. I did not understand why it had not yet been shipped given that this in stock item was ordered 2 days earlier!
On Monday I spoke with Rockler Sales again and now the story was that my Miter Saw was NOT SHIPPED and on backorder!
During all the calls the Rockler staff was understanding of my frustration with this changing story, but not willing to do anything to make it right. I cancelled the order!
This lack of customer support has changed my opinion of Rockler Woodworking and Hardware! I will now be shopping elsewhere.

"Careful buying from the Rockler website…..."

Careful buying from the Rockler website especially on a weekend. Their site offers no means for you to edit or cancel your order. You must call in to do that, that is, when they’re open.

• I submitted an order on Sunday with a shipping address error.

• Finding no means to correct it, I immediately submitted their customer service form and also sent a redundant email with subject “Bad shipping address” and my order #.

• I called Monday morning and was told the order was already processed and that there was nothing Rockler would/could do about it. Seems the warehouse opens earlier than customer service and processes the orders.

•• This morning, a week later, I received my first reply from Rockler to the email form.

This was my mistake, wrong shipping address. But they offer the user no way to correct. You might enter wrong number, color or something else. Be careful because it will be yours. That is, if it was shipped to you.

Really disappointed in Rockler.

"What a terrible company!..."

I ordered a box of 1 5/8" trim screws. The box arrived, not terribly quickly; and although marked as 1 5/8" the screws were 1".

I informed Rockler and got in a negative feedback loop. Rather than just send the correct screws (and check their supply), Rockler requested pictures, which, when sent, were rejected by their system. I decided to blow it off, I don't need $100 worth of aggravation over $10 worth of screws. What a terrible company.

"Billing issues...."

On 10/21 I ordered a 3 piece Engineer's square set. I received it 10 days later and was happy it came so quickly. The problem lies is when I was billed for it. I received the bill for the squares on my February credit card statement. Isn't four months a little excessive for billing?
I could see 1 month for billing but four months! I run a business and I bill my customers on a monthly basis. This is not the first time this is happened. Rockler should step up and correct this issue promptly.

"Deceitful practice..."

I went to Rockler web site with the intention making purchase after the item I selected was in my cart a pop up appeared offering free shipping in the continental U.S. in exchange for my email address. I provide email and received code that did not work so today I contacted Rockler by phone and was told Alaska was not in the continental U.S. which is false, so they got my email which they are free to sell or do what ever they choose and I got nothing. I think this is a very deceitful practice /poor business model. I also asked for them to pay half of shipping price $13 which they refused to do.

So Rockler responded to my review and admitted to there mistake promising to make things right by giving me $30 gift card. Unfortunately this never happened gave them information they requested no response then spent 20 minutes plus on the phone was told it would be taken care off, never happened. I've checked spam email and promotions no gift card. Just more bad service from poorly run company. Also I purchased the Festool hose I tried to purchase from Rockler from reliable dealer, $6 cheaper for same item shipped from further distance.

"So long, Rockler!..."

Gave away cool Rockler alum stool/platform to good friend in need, so re-ordered another for myself. New one arrived, however metal supports were badly damaged - obvious when opened box; however packaging showed no sign of damage. Called customer service and explained issue, who apologized and politely explained to simply return it following the process she would email to me. I taped up original box, paid return shipping and emailed CS copy of my payment receipt. Soon afterwards I received a Rockler email stating the item was received and Rockler would refund the 'item cost' to my credit card; however claiming since I never called customer service, they would not reimburse the return shipping fee ($23). I phoned CS to explain that I in fact did (even provided date, time and CS rep name), but they would not acknowledge the possibility of my statement "until they pulled the recording for review that I in fact had conversation and stated the damage to CS". After a few more calls, including having to escalate to a supervisor since policy is to receive the refund via a gift card ... I convinced her to credit my credit card; and had to [again] convince them that they already had copy of my receipt of return shipping. Yes, yet another call back stating they had it. All said, I spent a lot of my time trying to convince several Rockler CS folks who fell just short of calling me a lier several times, and never sincerely giving me the possibility of being an honest multi-year customer who has spent well over a thousand dollars in merchandise - only to be treated with such little respect. Oh, I will pass this experience on to all my woodworking friends.

"Terrie the best CS person of all times !!..."

placed an order late Friday night and forgot a few items. did not want to pay double shipping so I called early the next day. it was already packed so it could not be edited. Super nice helpful CS rep Terrie could not have been more awesome !! All CS reps should be more like her. It was a pleasure talking with her and the experience would definitely make me order from them again.

"I ordered a set of EZ door sliders and…..."

I ordered a set of EZ door sliders and related items. Website said all items were in stock. Got an email that they shipped the order. The day after the first email I received another email stating that part of the order was 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 via UPS. Subsequently 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.

"Bad customer service and glitchy…..."

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

"Did not receive what I ordered..."

Ordered Ash wood filler and received Alder wood filler.