Rockler Woodworking and Hardware Bewertungen 

The worst customer service ever!
I was a loyal customer to Rockler until I order a Jet lathe from them. After 3 weeks I still don’t have the lathe. When I called the first time, I was told that their sale backed up orders being processed and it took over 4 days for Rockler to enter the order to Jet. I called again and talked to Jeff, he told me the order was processed the next day. They told me they had a computer problem and my order would not show up online. He was not rude but certainly not helpful. I asked for a supervisor to call me. Juan called me back and asked what my problem was! A well-trained customer service manager would have known how to better deal with the situation. He should have stated he understands I have a delivery issue and how can I help! He continued to talk over me and offered no solutions. Juan was extremely rude and acted like he was put out to talk to an upset customer. When I told him, I would like to refuse the order when it finally delivered, he quickly told me there would be a 15% restocking fee! I told him I was through and they lost a really good customer. His response was “Have a nice day in a very sarcastic tone and hung up. DO NOT PURCHASE ANYTHING FROM THEM!

Looks like I am just another notch in ticklers belt! I wish I had read these reviews before I ordered anything from them and with the lack of response I’m guessing they don’t care about these either. I just order almost $9,000 of equipment from them to get a small business going and now I find out on my own that some of the things I was expecting are 4 months out. Gary in customer service offered nothing to try and make things right. Now I have to either buy other equipment to satisfy orders I have promised or try to figure out another way to do things. If Rockler is the last place to find something from now on I will figure out how to do it another way. I hope this gets to customers before you are bent over like I was and go online to buy from someone else.

They are crooks do not buy from them they will just RIP you off and then customers service will be of no help what's so ever

Poor service, seems to care about the big spender more than the little guy. I went in with a small request. I needed a hinge replacement for a 60+ year old cabinet. It was a special hinge that the company no longer made. I looked around the store shelves, couldn't find it and then proceeded to ask the first employee. He didn't know, so he took me to the "hinge expert" who was finishing up with a customer. The "hinge expert" (let's just call him Hingie for short) looked at it and said, "Oh well this looks like a double backwards 3/8" offset bingie-doodle hinge. Guess I'll have to look it up. "Ok, He's trying to impress me with his Hinge education" I thought. Then when he was done we walked about 5 feet, and he started to cash out this other guy with about 500 bucks worth of stuff. So "ok" I thought...... "He must be on commission" :-/ After he was done with that guy we start walking and about 9 feet into the second round he starts helping another guy...... I'm like Dude! W.T.F!" At this point I'm done. So I say "I'm done" Apparently he doesn't know the gamers term "I'm done!" means because he kept walking as I walked to the door. Oh, I should mention that EVERY-thing was over priced and the cashiers were pushing the counter crap. "Oh, do you need any overpriced cheap sandpaper with your $25 dollar paint brush?"

HORRIBLE customer service!!!! Whatever you do, don't pay for expedited shipping! My mom placed an $8 order but needed it here in 3 days. So she paid $20 for 3 day shipping but didn't receive the package in 3 days. Rockler didn't even create a shipping label until the end of the following day. When I called customer service, I talked to 3 different people. Their reasoning is that the first day " doesn't count." Seriously? Three day shipping is actually 4 day shipping in their world, yet they have no problem taking your money for 3 day shipping. She said we could send the order back (at OUR cost) & they could refund the $8, but no refund on the shipping cost. Pathetic.....I wouldn't even give them 1 star if the rating system could go negative.

I wanted to share my experiences with Rockler just as a, "buyer beware," notification to other people that shop with this company. The past three orders I have placed with Rockler had issues, all of which resulted in a delay of a time sensitive project I was working on. Without going into too much detail, one order was never invoiced (which could have worked in my favor, although my conscience wouldn't allow it), so I had to call customer service and spend about 45 minutes to get it figured out on Rockler's end. The second order was for a JIG IT hinge drilling system that had no mention that the Forstner bits required for this jig was exclusively sold at Rockler. Even when I tried to review the item on Rockler's website to warn others purchasing this item, Rockler never allowed the review to be posted. And the third order (again, in a row) had the 5mm self-centering bit, exclusively sold at Rockler, was indicated to be on backorder until May 18th. Since I had not received the item nor heard from Rockler, I followed-up on the backorder and was told it was now backordered until June 28th. I love Rockler's products, but their customer service, accounting and inventory control are red flags that I can't afford to do business with them any longer. I hope anyone reading this doesn't experience the same things I have. Rockler will not be receiving any more orders from me.

Both Rockler and Woodcraft struggle in the new digital economy. While most hardware stores have been run out of business by the Chinese product shucking big box warehouse stores, Rockler and Woodcraft struggle to maintain the small business facade. They try to provide the old time local hardware store model in the new age economy. I give them 5 stars because they care enough to do it. Finding knowledgable craftsmen to staff a brick and mortar is next to impossible, and yeah when you go in and need advise, you may have to work your way through the rank of newbie, clerks until you find the one or two old timers who really know the craft, but they are typically there somewhere. Is there room for improvement ? For sure. But think about it. In an economy where a skilled woodworker can pull down 10K making a custom piece of furniture how do you staff a retail store on 13-15$ an hour ? The onus is on you to know a little about what your doing today, but there are plenty of resources at these stores for the slightly intelligent.
The other piece here is they have all had to adapt to the markets. They pay the bills selling pen turning DIY kits to people with too much money and time on their hands. It's their gateway drug to building their customer base. So if you're looking for a micro lathe to turn pens, they got a whole staff of people to help you and you should be ok. If you need to know the pros and cons of badger hair brush vs synthetic sponge or the benefits of hand mixing shellac then don't go up and ask the 19 year old gal behind the register, mill around the store and look for the 82 year old guy with 9 1/2 fingers. Know your stuff. Research your big tool purchases. All the major vendors have the specs out there online. There's no reason you should go in and ask them the diameter of the sawstop blade arbor, or ask them to saw a hotdog for you. That crap is all on line. They should be able to advise you if you need the 3hp or the 5hp saws or opinions but don't expect them to be encyclopedic on the specs, that should be your responsibility. That will explain about 95% of the bad reviews you see.
Back in the day, you had one or two commercial suppliers in town that sold high end tools. You could go in, and talk to a guy like a car sales guy who could wax all day on powermatic vs Rockwell and get you setup with a professional machine shop. Those days are gone. Can you buy a Powermatic on Amazon ? sure. Good luck with the delivery. Good luck with advise if the t bars are out of alignment, good luck if it comes with a cracked table wing. And anybody buying wood from these places bigger than a turning blank is a straight up idiot, even they will tell you that. Super exotics sure. But if you go there and buy quarter sawn white oak your a fool, shame on you. That's why God created the hardwood lumber supply. If you live anywhere in the continental US within a 50 mile radius of a million dollar home you have someone around supplying fine hardwood.Do I wish it was 1965 again ? Absolutely. But in 2018 is Rockler and Woodcraft a 1 or 2 star business ? Only to an irrational consumer. Every one of these shops offers classes, seminars, and advice to the beginner to a jumping off point where you should be able to seek further skills on your own, if they don't it's a franchise/local store issue and you should take that up with corporate or the store manager.

I'm not sure how this company stays in business with how poorly they handle business relations and communication. We've had multiple missteps with them, including lost orders, cancelled orders, and a 2 month wait on a refund that they could track, but couldn't figure out how to actually issue. The people at customer service are generally pleasant, but in no way helpful.
I've never had a more frustrating interaction with any business, than with this company.

Absolutely the worst customer service I have ever dealt with. I was on hold for so long. I spoke to three different customer services and the supervisor. All three were asleep at the wheel. I will not be using this company again and I will be advising all of my shops do the same.

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I placed an order for a product that I needed to get a tool back on production. I paid for " overnight air". They sent it" next business day "wich means I will not receive it until Monday. I will never purchace from Rockler again.

It takes nearly a week for Rockler to package and handover an order to UPS. If you order from Canada the company is unable to tell you whether or not the order has been shipped - or so told me customer service. I think this will be my first and last time doing business with them.

Terrible customer service. Found the same item cheaper and with free shipping 30 minutes after placing my order. Called to cancel and was told the order could not be canceled. Then told I could return it, but I would have to pay shipping both ways.

Careful what you order from them. They resell on behalf of other retail companies and don’t care about how you are treated. I’ve been waiting over a month for a lathe I ordered last year. Customer service won’t do anything to help or compensate for the poor service. When I ordered the estimated delivery was 10 days.

I'm sure their stores are fine, but the online order service is a joke. Placed an order last Tuesday, called Wednesday because I didn't receive a confirmation email and was told my order would was being picked but she couldn't confirm whether it would ship or not....... Called the following Monday (today) for an update and the service person couldn't figure out what was happening and said she'd call back later...... Three hours later I try once again to get an order status. This time the woman answering first said it was being picked and when I said, "that's what I was told a week ago", she put me on hold to get more info and came back and said a supervisor was still looking into it from my morning's call..... Three plus hours just to verify whether an order has shipped yet or not....really!? My own company does quite a bit of online selling and shipping and it really isn't rocket science.... Anyhow, needless to say I've totally lost faith in their online store and am now forced to drive an hour and a half to get what I needed by tomorrow to finish a project on time.

Follow up: I received an email in the evening stating that my order had shipped Next Day by UPS but, 1) Since they never called me as they said they would, I had already gotten the product somewhere else, 2) when Rockler finally called a day later, turns out it hadn't actually shipped yet, and 3) if they had shipped it Next Day UPS (as the email indicated), the address I gave was a PO Box, so it wouldn't have gotten to me......

Rocker is tops with me. Called yesterday about a problem I was having with some equipment. Their solution to the problem, “ we will send a new one to you”. They told me to keep the first one and not bother to return it. I might add, this was not a cheap piece of equipment. If it was possible to give them more than 5 stars I would. Great job Rockler. You have my business.

Actually 2 1/2 stars. I usually like Rockler. They offer a lot of innovative products and their quality is usually pretty good. My beef started when I bought a product that I didn't think was too good and gave it a negative review (2 stars if I remember right along with a negative write-up). That was about 6 months ago.

Last weekend, I was looking at the product on their website again and noticed that it only had 4 and 5 start reviews. I typed up another 2 star review and when I submitted it, got a pop-up saying I'd already submitted a review and couldn't resubmit,

I sent their customer service department an email asking what happened to my review. I got an "after hours reply" stating that they would answer my email when they return to work the following day.That was 7 days ago and I still have not heard back from them. It makes me wonder if they're routinely suppressing negative reviews. I always look carefully at reviews before I buy a product. I've gotten a few thing from Rockler that really stunk. Maybe I would have been spared from these bad purchases if they showed ALL the reviews, not just the good ones.

If you are an international customer, do NOT order from these people. They cannot deal with anyone outside of the US. I had my ordered cancelled because it ended up backordered and they can't handle that. Then I reordered, and had someone else's order shipped to me. What are they doing about it, cancelling and refunding my order. No offer to simply resend the item express courier or anything else. Done with these idiots.

This company is terrible! They had an item I ordered on back order for over a month, which I can get over, however when I reserved the item they charged my credit card. When the item finally came in and shipped out they charged me again. I am currently in a vicious cycle because they say they have no control over the issue, that since it was paid through Amazon pay, that I need to talk to them. They will not contact Amazon to correct the mistake. Now I am being ignored. So instead of paying $320 for what I was wanting, I am now paying $640 and they don't care. DO NOT PURCHASE FROM THEM THEY STEAL AND THEN IGNORE YOU

I usually have had good results when dealing with Rockler in the past. That was up until now when I needed a little assistance. I have an older dovetail jig of theirs. 5 years old to be exact. Great jig, but the new models has been updated to quick change the guide plates. Due to my own fault I damaged one of my guide plates. So I grabbed it, drove the 1-1/2 down to the local store to get a replacement. Again older model no replacements in store. Salesmen was great he tried tells me get in touch with Customer service. So I send an email. Asking if they happen to have any of the old jig guides left. The reply is that my unit is too old to be serviced I should try and by a used one online. I then replied to ask if it's possible to PURCHASE the lower arms off of the new jig so I could then PURCHASE all new templates. Not even the decency of a reply. I'll order some plastic from my local Industrial supplier and make a new template. Guess I don't have to worry about making the trip down to Rockler any more.

I placed an order with Rockler for a CNC machine. Their website stated up to 3 weeks for delivery. Two weeks into my wait and I receive an email stating that it will take an additional 3 1/2 weeks to ship due to the manufacture being behind on orders. I checked Rockler's website to find their shipping notice had NOT changed. Therefore I called customer service to complain that they are misrepresenting in their shipping information. I was told they would look into it. Another week goes by and I get another email stating it will take over a month now to receive my new CNC machine. So again...I call customer service to complain about their website still not being updated to inform the customer about the real ship times on this product and was told there is nothing they can do and I will just have to wait to get my order. I canceled my order during that phone call. I called Woodcraft.com to see if they had any of the same type of CNC machines on hand and they had three. Also, because of waiting for a month on my order from Rockler, Woodcraft provided me free shipping on my order to make up for the hassle I had gone through with Rockler. This wait that Rocker caused me has cost me over 500 dollars in customer orders that I had to turn down due to not having the equipment in my shop to process the orders. Also brought this fact up to Rockler and was told there was nothing they could do. Never will I work with Rockler again, and they will never get another red cent from my pocket!