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Customer Complaints
4Customer Complaints
Need to file a complaint? BBB is here to help. We’ll guide you through the process.How BBB Processes Complaints and Reviews
Most Recent Customer Complaint
12/17/2018
I purchased a set of drill bits from Rockler on sale which were backordered. Rockler still processed my order and assured me my items would ship when they came in stock. Rockler then proceeded to cancel my order a month later, claiming that they were unable to authenticate my payment information when the products came back into stock. Now they will not honor the price I purchased at. This is bait and switch advertising at its worst.…Read More
12/24/2018
Additional Attachment - Letter to customer dated December 24, 2018, I was not able to attach above. Thank you. Beth *******
December 24, 2018
Nathaniel ******
**** ******** ** ********* ** *****
RE:ROCKLER COMPANIES, INC.
Dear Mr. ******:
Rockler Companies would like to apologize to you for our recent actions regarding your attempt to purchase the 16-Pc. Forstner Bit Set.Rockler’s agent should have made an exception to our 30 day policy based on the fact you tried to order the item when it was on sale, and Rockler could not fulfill the order due to its backordered status.
Rockler has clarified our policy whereby we will honor the sale price for all our customers when their ordered item has been placed on backordered status.
At your request, Rockler’s Customer Care Management Team will reach out to you after Christmas, and would be happy to assist you if he would like to proceed with ordering of this item at the sale price of $49.99.
Enclosed is a $20 Rockler gift card for your use.Rockler would like to assure you that we do value your business and appreciate having you as a customer.Frankly, by letting us know about your issue, you have helped us get better as a company…so Thank You!
I would be happy to further discuss this matter with you, and I may be reached at ###-###-####.
Rockler does hope that you will continue to have it be your vendor of choice.
Very truly yours,
Steven A. ******
CEO
Enclosure - Rockler Gift Card
…Read More