Help/advice dealing with Rockler

[TheRic]

Rockler 50" Jet Parallel Clamp sale a couple of weeks ago. Was there a limit on the number of clamps we could order??!!

I ordered 10 clamps, and a Abrasive Cleaner / stick. The 10 clamps came in, then a couple of day later the stick comes in (was on backorder). But no gift card for $75. Called today was told there was a limit on the clamps. So the 6 over the limit they shipped to me don't count toward the gift card amount. I only get a $25 gift card!

If I would have known about the limit I would have split the order, more on shipping (overall) but would have got more back in gift cards. I don't remember seeing a limit. Besides their program left me order them.

First time I've dealt with Rockler so I'm not sure how to push it / handle it. Anyone have any suggestions?!

[cgallery]

Did you ask them how you were supposed to know? Was there fine print somewhere that you missed? Can they substantiate these claims?

I have never ordered stuff online, but I am a fairly regular visitor to their local store. Most of the employees there seem friendly towards me. But I have purchased stuff there and only later discovered that there was a discount or coupon that I qualified for that they didn't volunteer for me (even though there was a stack of coupons sitting on the counter).

I'm sorta old school: If there is a sale or promotion, you give it to every customer that walks through the door, not just the ones that know about it. Especially regular customers.

[p8ntblr]

If I remember correctly there was a limit (2 sets per customer). But since the order went through I would think that they would honor it and give you the correct gift card. I only got 2 sets in-store and the employees didn't even know about the gift cards. I had to come back with a print out. Good luck.

[final_t]

This kind of crap from Rockler is why I haven't ordered from them in years, and why they closed the local store.
About the only place I order from any more is Lee Valley, MLCS, and McFeely's.

[drumpriest]

Was this from the catalog company? Or a retail store? The retail stores, like any other chain, have some great ones and some less than great ones. I havn't dealt with the catalog much, so I can't comment on that.

[JimK]

I remember seeing something about a limit of 4, referring to the 50% off price, but hadn't considered the limit for the coupon. On the plus side (as you already know), that's still one heck of a price for each. I ordered four of these myself. I came home the other day and there was a voice mail message from Rockler telling me that they were back ordered and should get them this week, even though I saw the back order message when I ordered. I thought that was a nice touch, unless of course your wife gets the message first and you haven't yet told her. Luckily this was all on the record for me...

Jim K.

[TheRic]

The order was placed on their website. Nearest Rockler is about 100 miles from me. They said today there was a limit of 4. If there was then the computer should not allowed me to order 10. If I knew about the limit 4 I would have ordered differently.

Even if I was suppose to only get a $25 gift card where is it!? First impression is not sitting too well at the moment.

[Ken Massingale]

The order was placed on their website. Nearest Rockler is about 100 miles from me. They said today there was a limit of 4. If there was then the computer should not allowed me to order 10. If I knew about the limit 4 I would have ordered differently.

Even if I was suppose to only get a $25 gift card where is it!? First impression is not sitting too well at the moment.

This kind of stuff is why I don't give them any of my $$$ anymore, and could be why they are closing some retail stores.

[jhart]

I have a Rockler retail store nearby, but find that if the price is lower on their internet site, I need to bring a printout of the item with me and the employees have no problem with giving me the price from the net.

As one employee explained it, apparently their computer system doesn't want to talk to the store system, so the employees don't really know it a net item is lower in price or on special.

Generally, if it is in a flyer, the system is updated in the stores.

Now, I virtually always print out the net item and compare to the store price. If the net is lower, I show them the printout. Stupid to have to do it that way, but it saves money in the long run.

[TheRic]

Just got off the phone with Rockler. The Customer Service person talked with the manager today (manager was out yesterday when I called). The manager said I could get the $75 gift card!!

I now feel better about Rockler. Not sure why I didn't get any gift card before. But now that I have a $75 one coming I'm sure I'm going to have a few more dealing with them. Going to keep an open mind on them.

Thanks everyone for your suggestions.

[cwsmith]

Ric,

As I recall there was a limit, but I don't recall exactly what that was and apparently the email was beyond 30 days and is now gone from my mailbox.

But, Rockler can be difficult with these "sales" and I often get the feeling it's more like bait and switch.

"Bait and Switch" is exactly what Rockler did to me a little over a year ago when they had "limited quantity" of 3/4" pipe clamps for $8.99 ea. with a begin and end date of their sale. I waited a little over a week, but then decided that this was a good deal and I should make the buy if these were still available.

So, I called and asked about it by the description and catalog number. I was told that "Yes, they are in stock". So I told them I wanted to order four and they put the order together and gave me a total... which was the regular price. I then pointed out that I had receive two E-mail Ads where these were posted at the $8.99 sale price.

I was immediately told that "those are out of stock!". I questioned the fact that they just told me they had them, but again they said, "No, sorry but those have been sold out".

So, I apologized for calling so late and hung up. But the more I thought about it, the more upset I got. So, I called the next day and went through the same procedure. Getting, "Yes Sir, we have those in stock". Then on giving them the advertized sale price, was told once again that "Sorry we are out of stock on those!"

Long story, short... I made two more calls to the management finally getting the angry and the hung up on me. That prompted a call to both their State Attorny General's office as well as mine here in NY. Both offices agreed with my opinion and they immediately sent me a form to file a complaint, which I did. Two or three weeks later, I received a refund from Rockler.

I still like dealing with them, they're products are decent. But you do have to keep that guard up.

CWS

[ejs1097]

Glad to hear it all worked out in the end Ric.

I've only dealt with Rockler twice and both times from the same store. Second time my raincheck order wasn't quite right but the manger made it right and about $70 to my favor as well.

[BigguyZ]

I try to avoid using online sites if i can drop by in the store. So far, I have had 0 issues with Rockler. The manager/ sales people there have always been nothing but helpful.