"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 compassion, 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."

"I ordered a lathe that was suppose to ship in 3-5 days. When it never came i called to find out what was going on. They gave me 3 different shipping dates. It never came so i canceled my order. I have never recieved my refund. When i called back i spoke to a guy who said i would recieve it in 3-5 business days. It was already 5 days and i recieved nothing. When i told customer service the man said youll get it in 3-5 days. I asked him is it 3-5 days starting today because its been on going since monday? He said yes and i said then itll be two weeks not 3-5 days. They never processed my refund monday. If i hadnt of called back i would of been waiting for nothing. I got nowhere again. He hung up on me. This has been a mess with one lie after the other. Terrible customer service. I wasnt rude i just wanted to figure out whats going on. I just want my money!!"

"Just an FYI if you ever purchase anything from Rockler BEWARE they do not stand behind their products or customer service. Received a damaged Sawstop 52in Industrial Saw damaged, as well as a 18in Jet Bandsaw that was hit with a forklift. LOVELY!
Have been calling them for over a month now and they refuse to have a supervisor speak to me or to discount or refund me any of my money. They received over $10,000 from me and i received damaged tools and their answer is oh well. I told them then if thats the case then ill contact my CC company and dispute the charges. Their answer per Pamela was find then we will wait to hear from then and deny the charge back.
Purchased on 5-5-2020 .... today is 6-17-2020 and just getting rude run around.

PS: Was also told that since my band-saw was hit with a forklift that since it was cosmetic damage only that i would be charged a 15% restocking fee if i wanted it exchanged! That it wasn't mechanically damaged!"

"I ordered a roller (#20836) rated for 440lbs and what I received was only rated for 176lbs.
I immediately emailed customer service, 7 days later... NOTHING! (except the stupid auto reply stating they received the email.) "

"This was by far the WORST customer service I have ever received from an amazon seller. One of my packages did not arrive. The response was "here's the tracking number, you figure it out". I work in customer service myself, when my customer does not receive a package that I sent, I find it and ensure they get what they bought. If I responded to a customer the way Rockler did, I would be fired."

"I ordered cabinet doors less about two weeks ago and have already received the order. The doors are beautiful, very good quality, and more than I expected. Have not found one flaw on these doors. Thanks for your prompt service."

"I ordered a compound to make a sticking drawer slide better. It arrived on time and was as described. "

"On two separate i attempted to submit negative reviews. As others have stated no anger in the review no swear words. Simply a bad product review, with stated reasons for the poor review. Neither was posted.
I contacted (via email) rockler about this with no response.
They sometimes have reasonable products for a reasonable price, just do NOT purchase based on a product review."

"Very unprofessional staff in customer service department. I called to ask about the discount on the Jet tools, I had a 14" bandsaw in my cart from the previous day and went to place the order and the sale ended. It also added a $75 shipping charge. I asked if she could at least get free shipping and explained that other sites offered it (Amazon & CPO) Her response, "I guess you found a better deal". I asked if this is how Rockler customer service works and told her I was not happy, she hung up the phone on me. Wow, rating of an F for customer service. After spending literally thousands in the past year at the Burnsville, MN location and several online orders, I will go to a competitor for ALL my woodworking needs if ordering online, possibly everything...never through Rockler again. Very disappointed."

"I have reviewed several products which I have purchased either in the store or on line. Most of them positive (4 or 5 starts). I recently reviewed one of the their products - the 25 ft retractable extension cord which was very negative. I entered the review twice and neither of them were actually posted on their website. Granted the first one used the specific name of the useless customer service rep I dealt with but the second removed the name and it was still not posted.

While I like Rockler in general, this self screening of posts calls into question their ethics and how unbiased the other reviews regarding any of their products could be!"

"I ordered a router table on sale for Black Friday, they send confirmation email, then a day later refused to honor the price saying it was a posting error ! Really? That sounds easy, advertise low prices to attract customer then after the sale, pull back? That's bait and switch to me!"

"I have the same complaint as the first reviewer here. I purchased a product from Rockler that did not perform as they claimed it would so I submitted a one star review of the faulty product on their web site. It was quickly removed. I shortened and softened the review significantly and posted it again. It was also quickly removed. Both reviews were entirely accurate and true descriptions of the product and the way it fails to work like they say it does and included no inappropriate or inflammatory language. They just decided that people don't deserve to know the truth about the product and deleted the reviews.

Since then there have been a great number of glowing reviews posted about this same product. Many of which specifically and falsely claim that the worst part of the product is actually great. This raises all kinds of red flags for me. Nobody that has actually used this product could honestly come to that conclusion because it's just not true.

I know that Rockler removes honest and respectful negative customer reviews from it's website. I am also extremely suspicious of all these positive reviews they have posted that praise the very part of the product that makes it virtually useless in almost any situation. I will never use this product again, it's that bad.

I will never believe anything I read on their website or in their catalog that I cannot independently verify. The way they manipulate the customer review ratings is totally dishonest. Their prices are crazy high on everything all the time anyway so I have no intention of ever buying anything from them again.

Dean

"

"Rockler is awesome. My Dad has used them for years and has no complaints. I just ordered my first item. It shipped super fast, was exactly what I ordered and they didn't even charge my card until I had received my product. HIGHLY recommend!"

"At the time of my order, Rockler showed an accessory item pictured among the main item photos and even listed it as included on their Amazon description. Several other reviewers noted it was included so I figured it came with the rack and was part of the reason for my purchase. When I contacted Rockler, they simply stated it wasn't included, but then conveniently took down the photo from the group of photos on the item page, removed the item from their website and changed the description on Amazon. No other communication from the company despite several emails. Basically, I think it used to be an accessory and they overlooked the fact that they hadn't maintained an up to date website or description, but it is still poor business practice and a little bit of bait and switch/false representation.

I posted the same review on the Rockler website and they rejected it. It was simply an objective review. No slander, no inappropriate words. What good are ratings and reviews if you are going to corporately cherry pick the favorable ones for display? I understand the need for moderation but this presents a great lack of objectivity and reliability in their "reviews". Thankful Amazon doesn't have the same practice and true objectivity can be displayed. I plan to look elsewhere in the future for further woodworking purchases (Woodcraft) to outfit my new 800 sqft shop. "

"Worst online ordering experience ever!!

They don't stock what they sell. Besides that they charge your credit card for backorders that never arrive.

When you elevate the issue to their customer service they fail to follow through.

Avoid this reseller!!"