ComplaintsforRockler Woodworking & Hardware

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new SawStop CNS saw on April 16, 2023. This included a 52" fence with T-glide upgrade, cast iron wings, mobile base, and dust collection system for a total purchase price of: $3,900.38 (including the $290.00 shipping fee and ****% MA sales tax). Rockler is a preferred vendor of the SawStop product, and I purchased a new saw through them.The saw was shipped 4/20/2023 via YRC standard freight (Order # S10308271). Upon delivery of the saw, some of the boxes had visible indications that they were partially dented (minor crushing). The top box containing the rails was torn and had signs of scratching upon first glance, but did not show immediate signs of severe damage to warrant immediate refusal of the package. As someone who owns a scientific company that receives dozens of freight shipments monthly - the condition of the packaging was not out of the ordinary for a freight item shipped in a cardboard box. The freight delivery slip was signed and the slip was clearly marked as having a few crushed boxes. Again, the extent of the damage did not appear severe at first glance, and I figured Rockler or SawStop would help replace any broken parts as per their guarantee and warranty.When I assembled the saw, I found severe damage to the rails and fence system in addition to the motor being unable to start. I called Rockler to begin a claim and was told to write to their ********************* The ******************* has provided minimal support (only replying every 3-5 days) and they concluded that neither Rockler nor SawStop will help refund nor replace any damaged parts as I did not properly fill out the delivery slip to their exact specified verbiage. This is absolutely ridiculous and no company I have ever worked with has denied responsibility for damaged goods, especially with the provided evidence. Rockler needs to step-up and make this situation right as I am extremely frustrated and dissatisfied with their resolution and service.

  Business response

  06/02/2023

  June 2, 2023
  
  **************************;
  ************************** Manager 
  **************************************************************
  Phone: ************
                   
  Re:         *********************
  75 *******
  *******, ** 01921
  Daytime Phone: **************
  E-mail: *****************************************
  
  Dear *******:
  
  Thank you for your recent letter regarding Rocklers customer, **********************
  
  *********************** vendor, Sawstop, sent replacement parts at no charge to resolve the issue with the saw. The refund for the canceled merchandise is on hold pending cancelation of the chargeback.  As of this date, we currently see the chargeback as active, but once it is updated to canceled, the refund will be released.  
  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

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on Jan 12, order #********** for a total of ********. I had placed the order and then received an email from *** saying it was scheduled for delivery for Saturday, I waited on Saturday for the package but nothing arrived, so i had called customer service to inquire about it and they had said it had already been delivered on Friday and left outside. When i had gone to look for the packages i could not locate them. I had called customer service and emailed them many times to explain what happened because i had needed the items for a project i was working on. The customer service agent **** on Jan 25th had said she requested for the items to be reshipped so i had waited and then a single item showed up so i contacted them again and there was misunderstanding that the picture i had sent to show the email from *** i was referring to was the only package/item missing, on feb 11 she said she was contacting *** about the other packages to start a tracer and case, a few days later a *** driver came by and questioned about the packages i said they have not been located and signed a paper he said it should be resolved shortly. I then asked *** if the claims were still ongoing and they said they had been resolved. so i contacted customer service again on feb 22, ******** said it was still on going and once they finished they would process a refund for the order. I was waiting for the refund which never came, i reached out on march 10th and ******** responded saying the claims with *** are still ongoing and i would be contacted when it was concluded. It has been nearly 6 months since i had placed the order, i have reached out over a dozen times and the last few i was told i would be contacted by customer service with updates which never happened. the experience i had with this was absolutely terrible, it seems as if you don't care one way or the other, you already had my money so why respond or fix the situation. i was my refund to be processed.

  Business response

  08/03/2022

  August 3, 2022
  
  **************************;
  Mediation Coordinator 
  *****************************************
  Phone: ************
  
  Re:          BBB ID: ********

  Mr *****
  611 *********
  ************, ** 60188
  Daytime Phone: **************
  E-mail: **************************
  
  Dear ******:
  
  Thank you for your recent letter regarding Rocklers customer, Mr. ***************** ***** placed an order on Rockler.com on January 12, 2022, which was received and timestamped at 2:10:40 a.m.,sales order number S8030548.  Subtotal for said order was $1,009.33, plus tax of $63.08, for a grand total of $1,072.41. Said order is as follows:
  
  
  Said ordered items were shipped in six separate packages; each item assigned a *** tracking number,along with delivery verification by ***, as shown below.
  1Z5605010334344330-- *** shows delivered 1/14/2022 16:49, left at front door
  1Z5605010327194908 *** shows delivered 1/14/2022 16:49, left at front door
  1Z5605010364664527-- *** shows delivered 1/14/2022 16:49, left at front door
  1Z5605010351994141 - *** shows delivered 1/15/2022 9:40 am left at front door.
  1Z5605010337927875 - *** shows delivered 1/15/2022 9:40am left at front door.
  1ZA358Y70319851829*** shows delivered 1/14/2022 16:49, left at front door
  
  With reference to *** tracking number, 1Z5605010337927875, Mr. ***** provided the below-referenced *** notice indicating said delivery has been rescheduled for delivery for Saturday, January 15, 2022, between the hours of 12: 15 p.m. 4:15 p.m.   Mr. ***** did not receive said package; therefore, Rockler will issue a refund in the form of a Rockler gift card for items located within the box for *** tracking number 1Z5605010337927875.  Said refund will be processed and forwarded to Mr. ****** address on file. 
  
  
  
  I would personally like to extend my sincerest apology to Mr. ***** 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. 

  
  Thank you.

  
  Very truly yours,
  
  *************************, COO

  Customer response

  08/14/2022

  The business name that the item was shipped to was MrLucky03. The personal name on the credit card used was ***************************;

  Customer response

  08/22/2022

   
  
  Complaint: 17589606
  
  I am rejecting this response because:
  
  like I had tried to explain to the agent it wasnt just the single package they all said they were suppose to be delivered on Saturday but apparently were deliver on Friday, when I went Saturday evening there were no packages like I told the *** person who came about the claim. The last person I spoke with via email (see attachment) understood what I was saying and had told me a refund not a gift card would be processed once the claim for all the packages were done, and according the *** that happened a long time ago. This is a bit ridiculous I was told one thing and said I would be contacted when it was concluded and no one ever reached out to me even when I made over 10 calls or emails. Like I said in my emails I needed the items for a project, so I had to go and purchase them in store while I still had Covid because I needed them to finish my project, so gift cards wont do me much good at this point. I just want my money back for the items that should have never been left outside without a signature and I did not receive. 
  

  Business response

  08/31/2022

  Re:          BBB ID: ******** (Great West Pacific)& BBB ID:17589488 (*********/************)
  Mr *****
  611 *********
  ************* ** 60188
  Daytime Phone: **************
  E-mail: **************************

  Dear BBB:
  
  Thank you for your most recent letter regarding Rocklers customer, Mr. ******  Referencing ******************** ID:  ********* this complaint was originally generated out of the BBB Great ********************  The *********/************ BBB is the office that manages consumer complaints for our company, and in working with our ********* **** ******* ********* also assigned this same issue with BBB ID:17589488. Our ********* rep indicated that the BBB Great ******************* would be notified that this issue would be managed out of the ********* location vs. the Great West Pacific location.  Therefore,these two separate BBB ID numbers address the same issue.
  
  On August 25,2022, at 3:38pm, Rockler *************** was notified from the *********/************ BBB that BBB ID: ******** has been closed as unresolved.  
  
  Rocklers offer to issue a refund in the form of a Rockler gift card for item(s) located within the box for *** tracking number 1Z5605010337927875 will be effective through Thursday, September 15.  

  Thank you.

  Rockler Companies

  Customer response

  09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, once again all the packages were gone like I was saying in my emails when this occurred, there was an original investigation with *** but then it was understood that all packages were missing and was discussed with ***. I would like a gift card for my entire purchase because I did not receive my packages. It is silly that a order over ***** doesnt have signature confirmation. Please send me my refund or gift card so I can purchase a drum sander. Like I said I was told in emails that I would be getting a refund for the whole order 
  
  Sincerely,
  
  *****************************

*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. ↩