ComplaintsforRockler Companies Inc

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a set of hinges from Rockler, they were not good quality and I wanted to return them for a refund. I filled out their return form on their website a month ago, and have not gotten a response. I also sent them an email, they didn't respond to that either. I would like a response, so I can return the item for a refund.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a sawstop table saw from Rockler and the shipment came incomplete. I am unable to use the saw as is since I am missing the parts needed to mount the fence. I have called sawstop and the direct me to Rockler since that is the place of purchase. I own a cabinetry company and now this issue is costing me money. **************** only tells me to wait and be patient. I thought buying the table saw from Rockler, would prevent me from having issues. I need my parts!!

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/19/23, I ordered a lathe online that said it was going to ship in **** day. The lathe came to almost $2900. On 6/20/23, I received an email from Rockler stating the lathe would not be in until November 2023 and gave me a number to call if I would like to cancel the order, which I called right then. I cancelled the lathe. The following week, I noticed the money for the lathe was taken out of my account. Since that time, I have had to fight to try to get my refund, which is a good chunk of change! At first they said they didn't take it out, then then kept telling me it will be 3-5 days. Which we are well past a 3-5 day for return. Now, they say the refund must be held up at my bank, which I have contacted my bank twice, last time being on 7/5/23, and both time they said there has been no return that has come thru. At this point I feel like I am getting the run around for a lathe that never shipped, that I never received, but I am being charged for.

  Business response

  07/17/2023

  Tell us why here...

  July 17, 2023
  
  ***************************;
  Alternative Dispute Resolution Specialist 
  ******************************************************************
  Phone: ************
  
  Re:         *******************
  4976 County Route 82
  ********, ** 14898
  Daytime Phone: **************
  E-mail: *************************
  
  Dear ******:
  
  Thank you for your recent letter regarding Rocklers customer, ********************
  
  *********************** records indicate that a refund of $2,485.79 was issue on July 7, 2023, with an additional refund of $216.00 issued on July 11, 2023.    
  
  I would personally like to extend my sincerest apology to ************ for the challenges she incurred in placing an order with us.  Please be assured that we do value ************** business and appreciate having her as our customer.
  
  Very truly yours,
  

  *************************, COO
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased product from company and was not what was advertised, returned items and paid shipping and they only refunded1/2 of the money claiming that they only processed 5 pair when I sent 10 pair back. When I called they tried to say I needed tracking# so they could determine weight of box what a joke. If you processed 5 pair then you know there were 10 pair because they're in the same box! This company has a scheme working on returns, that's a pretty good income just refunding half the money and keeping all of the product. I would like for the bbb to check in on this company and get me the rest of my refund.

  Business response

  06/30/2023

  Tell us why here..

  June 30, 2023
  
  ***************************;
  Alternative Dispute Resolution Specialist 
  ******************************************************************
  Phone: ************
  
  Re:         ***********************
  560 ***************
  **********, ** 27023
  Daytime Phone: **************
  E-mail: ***********************
  
  Dear ******:
  
  Thank you for your recent letter regarding Rocklers customer, ************************
  
  *********************** records indicate that a return was received from ****************** in unsellable condition.  Within that return, enough components were included for five pair of Rockler, item *****, I-Semble Heavy-Duty Blind Shelf Supports.  A refund was processed back to the original form of payment used on the order for the five pair received on June 20, 2023. Rockler has requested that ****************** provide his tracking number for this return, as this will aid Rockler in its investigation regarding the missing five items.   
  
  Upon receipt of the tracking number, Rockler will complete its investigation and provide a refund,if applicable.
  
  Very truly yours,
  
  *************************, COO
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (19 April 2023) I placed an order with the Rockler Company via the SawStop website link. The order included a SawStop contractor saw ($2,237.00), extra brake, dust collection port, and mobile base. I received shipment of the collection port and mobile base within the week of ordering. (2 May 2023) I attempted to track the saw shipment, via the link provided by Rockler, and noticed the ship date kept moving to the right each day. When I contacted the shipping company they let me know that the undelivered items were missing from their location. I then called Rockler back and was asked to wait 24 hours to allow them time to identify what the issues were. The next day I called back to get a status update. I spoke with Supervisors to request a refund so I could just go buy the saw. I was informed that I wouldn't be authorized a refund because the saw was missing.(8 May 2023) I'm currently on the phone with them for my 4th time and was informed that Rockler still needs time to locate the missing parcel before providing a refund (which I've been told every time I call). At one point, when speaking to a supervisor, I was informed that they would call me when there are any updates. She then proceeded to hang up on me without discussing the matter further. With today being 8 May 2023, I've been waiting for 19 days. I just got off the phone with Rockler once again and the supervisors are now refusing to speak to me and they said they would call me when they get any updates. I let them know that I would be filing a complaint through the BBB to get some closure to the matter.

  Business response

  05/23/2023

  May 23, 2023
  
  **************************;
  Community **************** Manager 
  **************************************************************
  Phone: ************
                   
  Re:         ***************************
  ***************************************************************
  Daytime Phone: **************
  E-mail: *******************
  
  Dear *******:
  
  Thank you for your recent letter regarding Rocklers customer, ****************************
  
  Mr. ******* order was a direct ship from the vendor, and our records indicate that Mr. ******* order of the table saw was in transit but was misdirected by the trucking company. Rockler worked with our vendor, SawStop, to locate the freight.  Rockler does understand that  *************** was dissatisfied due to the lost freight and wanted to cancel for a full refund.

  
  Upon confirmation that the merchandise was returned to SawStop, a refund was issued in full on May 16, 2023. 

  
  I would like to extend my sincerest apology to **************** for the challenges he has incurred and assure him that we do value his business and appreciate having him as our customer.
  
  Very truly yours,
  
  *************************, COO

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/26, I ordered a $1000+ saw for an upcoming job, with an estimated ship date of 4/6. When it didnt ship, I called and asked why, and they said they revised the ship date to 4/11. When it didnt ship then, I called and they told me they couldnt provide an updated ship date and I just needed to wait (indefinitely, I guess). I started calling every couple of days to see if there was any update. They were just completely unable to tell me anything. They said they would contact the vendor, and when I called back they hadnt even sent an email. They then assured me they would send an email, and would get back to me when they heard, which would be ***** hours. Nope. A week went by, and no one got back to me, no updated information, nothing.My livelihood depends on my tools and getting work done. I ordered from ********** so I could keep the schedule for the customer, and then called and cancelled my order through Rockler. ********** shipped the saw right away, no problem.Knowing that customer service seems incapable of doing what they tell me theyre going to do or calling or emailing me back, I followed up to see if they cancelled it. The woman on the phone told me that instead of cancelling, they had inquired about the order status! She said she would then try to cancel it, but I would need to wait ***** hours to see if it was possible. What?! I had already tried to cancel more than 24 hours prior to that call, and every time theyve told me they would do anything, they never get back to me. I have heard NOTHING from Rockler about my order despite it being 2+ weeks late, and now they dont even know if they can cancel it? So they cant get me my order, they cant follow up with me about a delivery date, and now they cant cancel it?? They are holding more that $1,000+ of mine hostage. Am I just supposed to wait forever, at a cost to my business, while they dont send me what I purchased and refuse to cancel my order? Unreal.

  Business response

  05/10/2023

  May 10, 2023
  
  **************************;
  ************************** Manager 
  **************************************************************
  Phone: ************
                   
  Re:         *****************************
  ** 23803
  Daytime Phone: **************
  E-mail: ********************
  Dear *********** 
  
  Thank you for your recent letter regarding Rocklers customer, ******************************
  
  ******************** order was a direct ship from the vendor, and ship dates are subject to change; however, Rocklers commitment is to update customers as quickly as possible regarding any date changes from its vendors.
  
  ******************** order was cancelled, and a full refund was issued back to the original form of payment on April 19, 2023.
  
  I would like to extend my sincerest apology to ****************** for the challenges he has incurred and assure him that we do value his business and appreciate having him as our customer.
  
  Very truly yours,
  
  *************************, COO
  TB/bs

• Initial Complaint

  04/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 @ **********************. The first few people could only read from the scriptmore 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 Im returning SEALED AND UNOPENED in its shipping container, Im 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 **** but circumstances prevented that. There is no comparison, 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. Im just a number, a quick buck. Im sorry I wont make this mistake again.

  Business response

  04/26/2023

  April 26, 2023
  
  **************************;
  Community **************** Manager 
  **************************************************************
  Phone: ************
                   
  Re:         Customer Information:
                 ***************
                 20343 *********
                 ******, ** 34293
                 Daytime Phone: **************
                 E-mail: ********************
  
  Dear *******:
  
  Thank you for your recent letter regarding Rocklers customer, ****************
  
  ************ purchased a Table Saw Fence System, sku ***** on November 26,2022, order number S8647974, for a total purchase price of $433.34. Our records indicate that said order was received by ************ via *** Ground Residential on November 28, 2022.
  
  Rocklers return policy is outlined on Rockler.com (*********************************************************************).  Rockler has provided an exception for ********* order to be returned past the policy timeline; however, ************ would need to cover the cost of the return shipping charges. 
  
  Rockler is happy to issue a credit to ************, in its original form of payment, upon receipt of the product to Rocklers Return Department.
  
  I would like to extend my sincerest apology to ************ for the challenges he has incurred and assure him that we do value his business and appreciate having him as our customer. 
  
  Very truly yours,
  
  *************************, COO

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 Items ( ***** - DUST RIGHT FLEXIPORT TOOL HOSE KIT, 3'-12'EXPANDABLE HOSE ) on shipped on the 13th of march the item in question abovewas in processing. Spoke to a representative (******) on the 15th in which she stated the item was in stock and unsure why item has not shipped and she would open a managerial case to be followed up on. The two days later called again as status of order has not changed and spole to 2nd respresentative (****** ) and she contacted the warehouse and had the item picked from inventory. The item still had not shipped. Contacted Rockler again on the 20th and representive (**** ) stated the item is in stock unsure why it hasn't shipped requested to speak to manager and no manager and was told a manager would call me back ( Never heard from any manager ). Saw iitem was now placed in backordered status when all three respresentatives stated it was in stock. Called again spoke to ( **** ) and requested a manager and still received no manager would take my call, representative stated they are researching. All representatives stated you are not billed until it is shipped and there would be a temp charge which would fall off until the item was shipped. I was billed on the 13th for a product which cleared my account in which they have and are not shipping. I requested to cancel the order and refund my money in which they stated they can not. Now I have been asked to wait until Friday the 24th for them to find out where this is stuck. I requested to speak to a manger and none would take my call again.

  Business response

  03/28/2023

  Tell us why here...

  March 28, 2023
  
  
  **************************;
  Community **************** Manager 
  **************************************************************
  Phone: ************
  
  Re:         *************************
  1180 ***********************************************
  *******, ** 19938
  Daytime Phone: **************
  E-mail: ******************
  
  Dear *******:
  
  Thank you for your recent letter regarding Rocklers customer, **************************
  
  Our records indicate that Mr. ********* Dust Right Flexiport Hose Kit was delivered by *** on Friday, March 24.
  
  Rockler sincerely apologies for the delay in shipment, and in our response time to ********************. Rockler currently underwent a technology conversion, wherein we moved from one technology platform to a new technology platform. During this conversion, our customer service center, along with our distribution center, experienced challenges,impacting our service to our customers. Our teams have been working diligently to reduce and resolve the challenges the conversion has had our customers; and we apologize to ******************** for the negative impact on his recent order.
  
  I would personally like to extend my apology to ******************** and assure him that we do value his business and appreciate having him as our customer. ********************** values its loyal customers and want them to be satisfied with every shopping experience they have with us.
  
  Very truly yours,
  
  *************************, COO

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/28/2022 I ordered $400 worth of tools. They were poor quality so I sent them back for a refund as they advertised. They say they didnt receive them but the **** shows them delivered on 02/04/2023. They arent giving me a refund so they got the tools back and my $400 plus the $57 I paid to ship them back.

  Business response

  03/28/2023

  March 28, 2023
  
  **************************;
  Community **************** Manager 
  **************************************************************
  
  
  Re:         Customer Information:
  *********************
  *****************************
  **********, ** 93422
  Daytime Phone: **************
  E-mail: ***********************
  
  Dear *******:
  
  Thank you for your recent letter regarding Rocklers customer, **********************
  
  Our records indicate that a **** return package to Rockler, which is referenced in Mr. ****** letter, was received; however, it is noted that it was for a previous Rockler order (blade), which said order was previously processed for return. 
  
  With reference to the items noted in Mr. ****** letter requesting a refund, our records indicate these items are a separate order (hand plane tools).  Rockler requests that ************** provide the tracking number that was associated with this merchandise return request.  Once Rockler has the tracking information,Rockler can partner with the **** and determine the location of this return.  In a preliminary review of Rocklers inventory data, it is noted that Rockler does not show receipt of the return of this order (hand plane tools) into the warehouse; and in addition, does not show any inventory adjustments regarding said specific items in the weeks before and after the timeline indicated.
  
  Upon receipt of the tracking information from **************, our team will partner with ****, and work efficiently and quickly to resolve this matter.
  
  I would personally like to extend my sincerest apology to ************** for the challenges he has incurred and assure him that we do value his business and appreciate having him as its customer.  ********************** values its loyal customers and want them to be satisfied with every shopping experience they have with us. 
  
  Very truly yours,
  
  *************************, COO
  
  
  

  Customer response

  03/29/2023

   I am rejecting this response because:
  
  the instructions on returning said to include the paperwork that was sent to me via email. And to circle the products that I am returning and check the box next to the reason why. I did that and when you received it you sent me an email for the return of the blade which I had not sent yet. The instructions never said anything about getting a tracking number that I would have to contact you and give you the number. The original order confirmation and the filled out return paper were both n the box with the 2 planes. Find them and either return them to me or refund my $400. 
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a Track Saw called the Kreg Adaptive Cutting system. The whole system costed about $1000 and it's a tool package that is made up from several different tools that work together. Rockler shipped part of the system which I have received but the "Project Table Top" never shipped. The system is useless to me without the project table top.I have reached out to Rocker about my problem via email and also called them on the phone and nobody I've contacted to has been able to resolve my issue. The tracking shows the box was never delivered to the carrier and when I asked customer service about this they tell me they will have to leave a message for their warehouse to find out where the package is and then they will get back to me. Then they don't get back to me. I tried calling again today and nobody will answer on a Monday at 9:30am cst. It's been 6 days since I first contacted Rockler about this problem and nobody from Rockler has solved this problem or reassured me that my order will be fullfilled.I've never experienced such terrible customer service from a large company. They were quick to take my money and disappear afterwards.

  Business response

  12/21/2022

  December 21, 2022
  
  
  **************************;
  Mediation Coordinator 
  *****************************************
  Phone: ************
                   
  Re:***********************************
  N13563 Canar Pines Ln
  ***********, ** 54661
  Daytime Phone: **************
  E-mail: *****************
  
  Dear ******:
  
  Thank you for your recent letter regarding Rocklers customer, ************************************
  
  **************** placed an order on November 29, 2022, for the Kreg Adaptive Cutting System.   Our records indicate that **************** acknowledged receiving the product on December 8, 2022, and that it arrived damaged.  A replacement was sent to **************** on December 9, 2022, via *** tracking 1ZA358Y70303047353, with tracking indicating that the product was delivered on December 10, 2022.   

  
  I would personally like to extend my sincerest apology to **************** for the challenges he incurred and assure him that we do value his business and appreciate having him as its customer.  ********************** values its loyal customers and want them to be satisfied with every shopping experience they have with us. 
  
  Again,thank you for being a Rockler customer.
  
  Very truly yours,
  
  *************************, COO

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩