Rockler store in Buffalo = No thanks!

[Brian J Austin]

Guys,

I had yet another bad shopping experience @ Rockler. I wrote them an email this time, and I thought I would share it.




Dear Sir or Madam,

I started woodworking as a serious necessity. A few years ago I purchased a home that needed extensive remodeling. When I started I could hardly swing a hammer. Today, I am a competent trim carpenter and general woodworker. I have made entire balustrades, newels and stairs from rough sawn cherry timber. I am proud to say that I made every piece, from the two piece hand rail to the fillet to the moldings myself.
My tools are simple and purchased after serious research and consideration. Some tools, such as my Miller Falls level and my Starrett combination square belonged to my grandfather or father respectively.
However, I am not writing you today to tell you about some tools that I own. I am writing you today so that you can understand my reasons for never stepping foot in one of your stores again.
The straw that broke the camel’s back, so to speak, was on January 24th. I was looking for a protective shroud/dust collector for my older table saw. I was sure that I had seen a device in either your catalogue or one of your competitors. I was at a nearby lumber yard and decided to find and buy that device, or something else that would both trap dust and protect my fingers. I entered the store (Transit Road, Amherst/Buffalo, NY) and began to browse; the store employees were assisting other customers. After some looking thought the store I could not find what I was looking for. By then, an employee whose name I do not know was free and I asked for some help. I told him what I was looking for and why, and asked if Rockler carried such a device. He asked me why I would need it. At first it seemed like an honest question, as a former salesman and current criminal investigator, he seemed to be qualifying me as a customer so that he could find the device that I needed within my budget. I told him that I needed to keep my fingers safe from my saw blade and to assist in dust collection. I informed him that the Exaktor, while the superior solution to my problem, was out of my price range.
He then, in not such direct words, told me that I was an idiot. He told me that the “energy in the dust particles are too great to be captured like that” and “at most I get 30% of my dust particles and I have a 1100 cfm dust collector.” He never asked what my dust collection capabilities were.

Before I walked into the store, I had my mind set that I would by this shroud/guard. I asked again if Rockler had such a device. He again told me that it was not something I would want, nor would I want the “bazooka” that is the Exaktor. I would have asked to speak to the manager, except that I believe that he was right behind this employee when this occurred. He asked me if he could help me with anything else. I forgot about the list in my pocket, which included some items to tune up my new-to-me saw (universal mobile base and power tool safety switch amongst other smaller items like magnetic hold downs and saw blades). He told me to browse around the store if I wanted to. I turned around, walked around for less than a minute and after I decided that I was done at Rockler, I left. I still don’t know if Rockler has what I want.
Previously at Rocker I wanted to buy a plate for my router that my father had used and handed down to me. Instead of pointing me to the plate I needed, the salesman told me that I should update my “Crapsman” router. On another visit I had $500 in my pocket. I wanted a decent 6 inch jointer to pair with my Dewalt 735 thickness planer. I knew the tool that I need was a jointer, I needed to flatten and square 5” square rough sawn stock, for stock that I wanted to keep at that dimension. The salesman instead told me that I needed a Freud glue line rip blade, for a table saw I did not have at the time. I left and purchased a used 6” Jet on Craigslist.
As my skill level increased I always looked at the Rockler catalogue at my father-in-law’s house. I anticipated purchasing tools like a Leigh dovetail jig, or a Porter Cable router motor with lift. While I still anticipate owning these tools in the next six months, I do not anticipate purchasing these tools at Rockler.

Sincerely,

[Brian Effinger]

I'm sorry to hear that you had bad experiences there, and am glad I haven't. I was actually in there that afternoon, not to buy anything, but to ask if any of the employees there belonged to a local wood turning club. None of them were members, but they offered the advice of calling one of the club board members up and asking to attend a meeting before I joined. The time before that, I was in wanting to pick up a piece of router fence that I had ordered. They couldn't find it anywhere, so the owner said I could take one off of the display instead of coming back at a later date. I can say that I have never had a problem with any of their employees.

It sounds like you emailed this to their corporate address, so I would email it directly to that store's owner. His name is Ed, I believe, and the email address is store11@rockler.com.

[Dan Friedrichs]

Hopefully someone will inform their sales staff that when a customer decides he wants to buy something, let him buy it!

[Mike Goetzke]

I had similar bad experiences at my Rockler with one employee and the manager. Don't want to go into details but I stopped shopping there too and within 6-months the store closed. It was sort of sad because a couple of guys that worked there were really nice. Since there are so many internet choices now the personal service is what makes or breaks these retail stores.

[Dave Lehnert]

The Rockler store here in Cincinnati has excellent service. It is a company owned store.
Since woodworking stores are not on every street corner. I think I would have given Rockler the opportunity to make things right. But you kinda closed the door on that saying "I will never step foot in the store again" No reason for them to even try now.

[Greg Cuetara]

sorry to hear about your bad experiences. I have done a lot of shopping at the local rockler here in Maine and have had good luck with both the employees and their merchandise. You do have to get things on sale as they have lots of 25% off coupons.

A few of the employees have been half clueless sometimes when I ask them questions but they are good people to talk to and they do their best to help me.

Do what you need to do and put your dollars in the store where they are deserved.

Greg

[Ken Fitzgerald]

I have shopped in a Rockler one time. 4 or 5 other Creekers and myself invaded the Rockler in Arlington, TX this past June. The crew there put up with our antics and told us multiple times...let them know the next time we were coming and they'd have coffee and donuts waiting for us. I bought my tenoning jig for my table saw there and had it shipped to my home. They treated us well.

[glenn bradley]

My local Rockler is quite good as well. I have been in another Rockler that was not good at all. The Woodcraft up in Folsom was great when I lived there. I re-visited while up there on business; new location, new faces, poor, poor service. My local Lowe's is quite good believe it or not. It is amazing what good management can do for a place; good and bad. I rarely get soured on the whole bushel over a bad apple though. Sometimes, but rarely ;-)

[Greg Pavlov]

That's too bad, Brian, that something like that shouldn't happen, especially in the middle of a project.

I've been in that store a number of times the last several years. There are a few people working there that I very much appreciate who have given me quite a bit of their time and good advice. I've enjoyed going to and being there. I had problems with only one employee, I don't want to go into too many details but they involved a Festool saw & guides that I bought there (the equipment itself was fine, the problems were attitude, incompetence, and mispricing by the employee). I ended up complaining to Rockler and was contacted by the store manager, Ed Joells, within 24 hours, who straightened things out.

[Jim Dunn]

Brian I'm sorry for your troubles at Rockler! But I am happy to say that the Rockler's here in St. Louis is just great.

[Dan Schocke]

Sadly, I've had very similar experiences in the Schaumburg, IL store. I still go there, but I try to avoid their salespeople as much as possible. One thing I've noticed is that they treat me very differently as a 35 year old man than they treat the older gentlemen that shop there. I realize that I don't represent their typical customer, but it's frustrating when they try to tell me "what I really need" (especially when the information they're giving me is clearly not correct). I tend to get the same treatment at the local Woodcraft and other stores with a "more experienced" staff, so for me it's not a Rockler exclusive. The good thing is that woodworking stores rarely hire high-pressure salespeople, so a polite "oh, I'm just browsing" usually lets me get by without much hassle. The down side is when I need help locating something in the store, I'm going to be questioned, lectured, and generally treated like crap. Smile, nod, grab item and proceed to check-out (if they actually do manage to find it). On rare occasions I get treated so poorly that I'll just put whatever I'm carrying back on the shelf and walk out of the store.

One thing that I have learned in the last 10+ years of frequenting the local Rockler and Woodcraft stores is to just not ask them any questions about stationary machines. They may have an employee somewhere on the payroll that knows what they are talking about, but he's usually not the guy that's talking to me. If I'm makng a large purchase like that, I'm going to head to one of the local dealers that specializes in woodworking machinery. They have always been helpful to me -- something I didn't expect as a hobbiest walking into a dealer that mostly sells to industrial types.

--Dan

[Gary Breckenridge]

I think you should have gotten in touch with Rockler corporate first and if you were still unhappy then you should post here.:(

[Philip Duffy]

Brian, I had a similar experience in San Diego and walked out, leaving a whole pile of pen merchandise on the counter, after a very rude treatment by the sales person. I then wrote an email to Corporate HQ and have received absolutely nothing in the way of acknowledgment. Left a pretty bad taste in my mouth, and there is no similar store in San Diego County.

[John Grossi]

Recently visited Rocklers just north of Pittsburgh for the first time. I had a list of small items on sale, browsed the store and couldn't find anything. With 4 employees, my wife and I, and one other customer, I figured no problem. I asked the wrong employee to help me. He got a few of the items, basically letting me know I was kind of bothering him. Ready to walk out of the store, I went over to my wife. She had asked another employee to help with stain. He was terrific. Wife had just gone over Jeff Jewitt's book and this guy was extremely knowledgeable. Spent almost one hour with us. It turned into a very good experience and am glad we made the 90 minute drive. John

[Chuck Tringo]

The Rockler store here in Cincinnati has excellent service. It is a company owned store.
Since woodworking stores are not on every street corner. I think I would have given Rockler the opportunity to make things right. But you kinda closed the door on that saying "I will never step foot in the store again" No reason for them to even try now.

He did say it was not the first time an employee treated him poorly there...I agree with him entirely, you can only be treated poorly so many times....

[Anthony Whitesell]

Luckily I have not had that type of experience at any of my local woodworking suppliers including my local Rockler. The only thing I will not about the local Rockler Store, is the EXTREME disconnect between the internet/corporate databases and the local store. When the Rockler Rewards program was running, I had to manually (via email with scanned receipts) update my account with the corporate office. That was quite a hassle, but the rewards/coupons they sent were worth it. That's not an excuse for the disconnect. In this day and age, there is no reason why they aren't running on the same line.

[Don Bullock]

Brian, I'm sorry about your dealings with some Rockler clerks. At least at your store there is someone who will actually talk to people. The closest Rockler to me has several employees working all the time, but I can rarely get one of them to answer any questions. They're always "piddling" around the store or talking with each other someplace in the store. It's even hard to get someone to check me out. When I finally do get someone's attention the advice I've received was incorrect. Now, I drive about 45 minutes farther inland to a Rockler where I get fantastic service and the one that is down by my new home is great as well. They even give an automatic 10% discount to those of us who belong to the local woodworkers club.

[Don Morris]

Fortunately not all Rockler stores are the same. Brian Graham and the people at Cayce Co. represent Rockler just north of Baltimore and I occassionally have reason to be up in that area. The advice and service I get from them for years has been dead on and helpful. They don't always have every piece or part on hand but can usually get it within days; and the friendly wealth of advice has saved me many hours of redos.

[Matt Meiser]

Personally, I think Rockler has lost their way or something. I have two of the affiliate stores within 40 minutes of me. And I've never bought a thing at either because they can't honor the sale prices or percent off coupons Rockler sends out and many of Rockler's regular prices are outrageous. The nearest actual Rockler store is 1-1/2 hours away. They send me coupons all the time that I can't use. I emailed them and got an email back, supposedly from Ann Rockler-Jackson herself saying that they didn't have control of what the affiliates do, so sorry about your luck (I added that last part, but that was the tone I read.) But the coupons, gift cards, and ads have it printed right on them that they aren't honored at affiliates? Rockler has said this is their growth strategy and it seems doomed to fail to me for all but a small number of impulse or got-to-have-it-now type purchases.

[Mike Conley]

The Rockler store here in Cincinnati has excellent service. It is a company owned store.
Since woodworking stores are not on every street corner. I think I would have given Rockler the opportunity to make things right. But you kinda closed the door on that saying "I will never step foot in the store again" No reason for them to even try now.

I have pretty good luck with the Cincinnati store also. I was surprised one day when I went in and was browsing and someone said "Hi, Mike". I turned around to see who it was and it was the manager. Its not like I am in there every week but he still remembered my name.

[Norman Pyles]

I like Rockler.

[Lee Schierer]

I've shopped in the Transit Rd, Amherst, NY Rockler store at least twice and both times I found the staff helpful and polite. I also spoke to them on the phone and they were also helpful and polite and expedited sending a router bit I needed in a hurry. Perhaps you caught them on a bad day or the conversation was misunderstood on one or both sides.

[Jeff Mohr]

I like the online Rockler...never been to a store. But...don't get me started on our local Woodcraft.....

[Eddie Shih]

I like the online Rockler...never been to a store. But...don't get me started on our local Woodcraft.....

I live in twin city, mn. There are 4 Rockler stores in town and one Woodcraft. Actually I shopped at Woodcraft more than at Rockler. It seems to me the staff in Woodcraft has more knowledge and is more friendly.

I can feel there are different atmosphere in different Rockler stores. Maybe it is related to the store managers.

[Darren Salyer]

I've been watching this discussion, and wasn't going to post, but changed my mind.

Everything stated in this thread so far could also be stated about McDonalds, Starbucks, Walmart, or any one of a million retailers. ( i'm sure the same could be said for internet sites, to a degree, as well, as another topic currently being posted about is demonstrating.)
Some have good experiences, some not so good. I think it is up to an individual as to the value of these interactions and act accordingly.

Happily, thats what I see happening here. some have had good experiences and will continue, some have not, and won't continue.

What makes me proud of the Creek is how civil everyone is in voicing their opinions politely over two pages.

Keep up the good work.

[JohnT Fitzgerald]

nearest Rockler store is over an hour away.....nearest Woodcraft is about 50 minutes (but typical weekday traffic would easily make that 1.5 hours)......needless to say, i don't get the urge to go to either one....

[Darren Salyer]

I wondered why the baseball was getting bigger....then it hit me.


JohnT, Every time I read you signature line, I get a visual, and an instant chuckle. Thanks!! Darren

[bob hertle]

I've got to agree with Dave and Mike that the Cincinnati store is great! I've bought lots of stuff there, though nothing real big dollar-wise, and I've always been treated very well. Woodcraft in Cincy is another story!

Bob

[Pat Germain]

I've been to the Denver Rockler only once, but I spent over $1,000 during that visit. My experience was very positive. Rockler had advertised all Delta power tools on sale that day and the staff honored every single discount. Furthermore, I bought some DC accessories which they also discounted just as a courtesy. (I know that stuff has a high markup, but I still appreciated the discount.) I found their list prices to be quite reasonable.

The staff were very helpful as I was just getting back into woodworking and knew very little. I was looking at a DC and an associate told me he had the same DC and was somewhat underwhelmed. By opting for the Delta DC, I got a bigger machine and a discount to boot.

I'm reminded a very good friend of mine (also an SMC member) got me a Rockler gift card for Christmas. I'm going to make another trip to Denver. :)

[JohnT Fitzgerald]

Just need to keep everything in perspective. so to speak :)

Did you ever read Calvin and Hobbes? The "forced perspective" ones he had with all his snowmen used to keep me in stitches.....

[Brian J Austin]

Sadly, I've had very similar experiences in the Schaumburg, IL store. I still go there, but I try to avoid their salespeople as much as possible. One thing I've noticed is that they treat me very differently as a 35 year old man than they treat the older gentlemen that shop there. I realize that I don't represent their typical customer, but it's frustrating when they try to tell me "what I really need" ...

--Dan


Dan,

I think you hit the nail on the head! What is it about these employees who feel the need to "share" their "knowledge" with us? I guess I had not realized that in order to learn I had to realize that I was dumb. How Zen.

-B

[Kevin S.]

I live in twin city, mn. There are 4 Rockler stores in town and one Woodcraft. Actually I shopped at Woodcraft more than at Rockler. It seems to me the staff in Woodcraft has more knowledge and is more friendly.

I can feel there are different atmosphere in different Rockler stores. Maybe it is related to the store managers.

I also live in the Twin Cites and have had the exact opposite experience in relation to your Rockler vs. Woodcraft experience. I live fairly close to the Burnsville Rockler and have found them to be more friendly and as knowledgible if not more than the staff at Woodcraft on Lyndale Ave (I can't speak to the other Rocklers in the area as I've only been to the Maplewood and Minneapolis stores once or twice). I drive by both Rockler and Woodcraft often and rarely stop at the Woodcraft Store.

[Brad Patch]

Personally, I think Rockler has lost their way or something. I have two of the affiliate stores within 40 minutes of me. And I've never bought a thing at either because they can't honor the sale prices or percent off coupons Rockler sends out and many of Rockler's regular prices are outrageous. The nearest actual Rockler store is 1-1/2 hours away. They send me coupons all the time that I can't use. I emailed them and got an email back, supposedly from Ann Rockler-Jackson herself saying that they didn't have control of what the affiliates do, so sorry about your luck (I added that last part, but that was the tone I read.) But the coupons, gift cards, and ads have it printed right on them that they aren't honored at affiliates? Rockler has said this is their growth strategy and it seems doomed to fail to me for all but a small number of impulse or got-to-have-it-now type purchases.

My Rockler store on Roswell Rd in Atlanta recently matched a catalog sale price. It never occurred to me that they wouldn't. I guess the policy varies with location. The staff there has always been courteous and helpful.

[Dar Lounsbury]

If it is to be, for me, it is Rockler online. The staff at the Seattle store are quite rude and usually too busy with themselves to help customers. No thanks.

Local Woodcraft is much better.

Dar

[Matt Meiser]

My Rockler store on Roswell Rd in Atlanta recently matched a catalog sale price. It never occurred to me that they wouldn't. I guess the policy varies with location. The staff there has always been courteous and helpful.

That's a company location according to their site. A gold star on this map (http://www.rockler.com/retail/retail.cfm). The grey stars can't do that, or at least they would lose money on the deal according to the way it was explained to me by someone who's never led me astray in the past. The way it was explained, they buy the merchandise from Rockler at a fixed price. Often this would be higher than the sale price that Rockler might advertise. Rockler won't set up any system to either reimburse them the difference or allow them to buy the merchandise at a lower cost.

[Laurie Brown]

No Rocklers around here. Looks like I live in a big blank area on that map. ;) We do have one Woodcraft store, and every time I've been in there the staff were friendly and helpful. I don't get in there much any more because of limited funds, so when I do buy something I usually head to Lowe's for it. (The one that never has sales :) )

[Don Morris]

I just don't get why a person who has the where-with-all to buy a franchise isn't smart enough to realize that customer service is very important to the success of his efforts. Just look at this thread, it's 3 pages long already, and the number of potential purchases lost! When talking with a potential hiree, one of the contigencies of hiring is that the person knows that customer service has got to be on their mind at all times, particularly in today's marketplace.

[Dave Lehnert]

That's a company location according to their site. A gold star on this map (http://www.rockler.com/retail/retail.cfm). The grey stars can't do that, or at least they would lose money on the deal according to the way it was explained to me by someone who's never led me astray in the past. The way it was explained, they buy the merchandise from Rockler at a fixed price. Often this would be higher than the sale price that Rockler might advertise. Rockler won't set up any system to either reimburse them the difference or allow them to buy the merchandise at a lower cost.

Rockler has started to wholesale to privately owned woodworking stores. I think that is where the confusion begins. Kinda the same as buying Dunken Donuts coffee at their store but is also offered at Wal-mart or Krogers.

[Jim Pemberton]

I had a similar experience with my local Woodcraft in Dayton. The employees are always trying to upsell or tell me why what I want will not work for me. I have given up on that particular store.

With that said, the Woodcraft and Rockler stores in Cincinnati have been getting alot of my business recently. I am one of the lucky ones to have multiple sores so close to me. Both of the Cincinnati stores are friendly, will listen to what I want/am looking for, and will make recommendations if they think they mave have a better solution for me or something that I have not thought about.

From my experience, the service will vary from store to store based on the management of the store, but that seems to happen everywhere.....

[Brian Loucks]

No Rockler or Woodcraft stores within driving distance, but I frequent Rockler online occasionally. For local (my prefered way) purchases I deal with my family owned TrueValue hardware/lumberyard. Great customer service, knowledgable friendly employees, competitive prices with the big boys and straight lumber.
If they don't have it, they will get it for me. If there seems to be a demand for a product they will start stocking it.
I have no affiliation, other than being a believer in excellent local customer service.
Need to go there today, but the snow just keeps falling.:(

[Matthew Poeller]

That sucks to here that. I go to the local Rockler (Transit Road, Amherst) all the time and have never had a bad experience. I guess the only time that was annoying was when the older gentleman that I normally deal with was telling me that I did not need an 8000 grit waterstone. He was not really trying to make the sale though since I told him that I already had the one that was on the shelf there.

The one bright spot there though is that now a Woodcraft has opened in West Seneca on Ridge Road so you can do your local shopping there if you need. That is a franchise too, so at least your money is going to make some locals rich.

I hope that they get some hand tool classes there. That will be great.

[Brian J Austin]

Guys,

I just talked with Ed the manager at the Buffalo Rockler. We talked for a bit about shop stuff and the issues I had with the store. I am happy to say that I will be returning sometime soon to the store... to probably splurge on a Leigh 12" super jig!

Brian

[Brian Effinger]

That's good to hear, Brian. I've only spoken with Ed once, but he seems like a really decent guy.