Rockler Reviews

I ordered 5 folding pocket knives in mid December 2020, within a week i received an order number & tracking number from UPS.
They were being shiped from the US TO AUS & given the covid situation I thought I'd give it at least 1.5 months before i receive them. That time went by & I decided to email Rockler to see how they were going as using the UPS tracking number didn't work. There web page advises to wait up to 7 days for a response (due to covid).
I waited over 14 days without a response, so decided to email again, including my Rockler order number & the UPS tracking number given me by Rockler & as yet still no response to either email (now May 2021).
I don't think its to unreasonable to have expected a return email by now!
Or at the very least a response explaining their position.

Yesterday I reported Rockler to the Federal Trade Commission for fraud and just the worst service I've ever seen.
I bought a palm sander. It arrived and after I opened the box I new that this was not a new sander. So I put it back in the box and requested a refund. Many emails and lies later I couldn't even get them to send me a mailing label so that could verify my claim that they sold me a sander that wasn't new. Of course they protested that they don't sell used stuff but the numerous photos I sent them on two occasions that show that "someone" had used it before me, got them to at least admit that they needed to see the sander. Rebeccah, the customer rep, finally said she had gotten permission to send a mailer. (and they also used Covid as an excuse for their intransigence), But alas, 10 days after that, and 45 days after purchase, it hasn't shown up. Now it looks like they are going to get a hard look from the authorities and maybe I'll get my money back.
There are plenty of great places to buy your equipment. Rockler isn't one of them.

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.

If you have a question regarding a product to purchase, you can speak to someone immediately; yet if you have a problem with an order received, Rockler will tell you that it could take up to five days for someone to get back to you.
Waiting for them to get back to me to resolve missing items in my order. Holding up my job! Order number *******318

Tl; dr If you're ordering from an international address, avoid Rockler like the plague.

I ordered a honing guide and a digital rolling marking gauge from Rockler on the 20th of January, 2021. Today is March, 4th and the items are god knows where.

I reside in India and I was foolish enough to think Rockler or their third party payment/shipment processing companies would be competent enough to deliver the items I ordered to my address. They even collected shipping, customs duty, and taxes during checkout. The items got shipped in a few days but after that it's just been stuck with UPS at customs clearance and nobody at Rockler has any idea what to do or any interest to help me out.

I have contacted Rockler multiple times and they either just point me to one of their third party partners or just send an automated email saying they're busy. I then try to contact those other companies and they point me back to Rockler saying they have no idea about order status. I've been running around circles for the past 3-4 weeks and there's still no sign that Rockler is going to help me out. I feel lost and tired. I have yet to come across a more incompetent and uncaring customer service.

I spent around 150 bucks on the order which is a substantial amount in Indian currency and I'm not hopeful that I'll get it back since I'm not in the U.S. and can't walk into one of their stores to explain my situation. What a waste of money. I was fooled by their catalogue into making the purchase but never again!

I think companies that treat customers like this shouldn't really be in business. Do yourself a favor and give them a hard pass.

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.

Rockler made a mistake on shipping my order and I needed the item timely. I requested a refund and Rockler refused to even after not shipping my item on time. I understand that incidents happen that delay processing, and when that is the case, Rockler should own it and allow me (the customer) to cancel the order and purchase the item elsewhere so I can receive the item when I needed it.

The Rockler store in San Diego went above and beyond. I was trying to order a CNC router online through the Rockler website because of traveling for business. I was having trouble with my credit card due to the amount and couldn't make the transaction. I went to the nearest Rockler store which was in San Diego. I explained my problem, so they Contacted the store in Washington where I live and were able to have the cnc router waiting for me To pick up upon my return. What awesome customer service. You guys rock.

Trying to get a refund on an order that these people charged my card for and shipped AFTER I requested a cancellation in writing 24 hours after the order was generated, they claim it could take up to a month (!) to process. I never received the items, the shipper was contacted and the shipment was retuned to Rockler. It's been two weeks and still no refund. Seriously? Go elsewhere, anywhere but Rockler.

Ordered some clamps on a Friday, had an unexpected financial issue come up. Contacted them via email on a Saturday, requested the order be cancelled before it shipped Monday. They decided to charge my credit card and ship the product AFTER I had made the request. Contacted the shipper and requested they return to sender. Rockler received the product back on 1/13/21 and said the refund could take up to a month! Really? Horrible customer service. Go elsewhere, anywhere.

Ordered Adirondack chair templates , long delivery time opened the pack and was very dissatisfied- flimsy cardboard but also approx 5 pie pecs had to be made by self - if I had wanted to make templates myself I would have downloaded free plans !
Rockler contacted me to find out if I had received templates and I replied no and they used this as my review !!
Now cannot post that I am most dissatisfied with this cheap tatty half made product.
I do NOT recommend this company , has taught me to read reviews first as this company is regularly not recommended by buyers
Cheap overpriced product and difficulty leaving an up to date review !!

My father in law placed a simple order for two gift cards shipped to me on 12/16 and it is now 1/5 and I have not received them yet. According to the order status page this order is still in an Invoiced state and not shipped.
Emailed customer service a week ago with no response, so I elected to use the live chat function.
It took ten minutes to get a representative to answer. I was told the order did ship but it was done via USPS so they cannot provide tracking. When I asked why this didn't update on the site the CS rep simply said 'it won't.' Got nothing but single word answers with a clear indication that the rep didn't care about my order.
Other holiday gifts have shipped via USPS and everyone of them provided shipping information. If this was for an in-store product I might understand, but this is an order for gift cards.
My father in law chose Rockler because of their reputation for high quality and great customer service. Clear to me now that at least the latter is untrue. Definitely will take my business elsewhere going forward.