[Gulf Coast Handyman]

Just wanted to make everyone aware of an order I placed with Rockler. I had a $10.00 off coupon that Rockler sent me in a email that said it was a reward. I called yesterday morn. to order a wet stone, when I told the customer service person that I had the coupon and gave the code # that was on the front she claimed she could not find any where in her computer that this was in fact a coupon. Anyway after 10 min. of her looking I said why dont you ask a supervisor, she could not find it either, I said this is hard to believe because you sent it to me, they made me feel as if they did not at all believe me and said well we will just give it to you. I said ok and gave my c.c. #, she gave me a total that included shipping, I said wait a minute, on your web site it say free shipping for one more week, again she new nothing about that either, but gave it to me. So I thought end of story, yesterday afternoon another brain surgeon from Rockler calls and says no such coupon was sent to me, well after being tired from the first fight with them I said give me a supervisor to speak to, well she did and some how the supervisor found the coupon that was sent to me and apologized for the mix up. I said ok and thought that was it, she then said I cant give you free shipping and $10.00 off so I read the coupon to her and no where did it say that you cant do both, so she read the coupon on her end and agreed with me and gave me both free shipping and $10.00 off. Later on I thought about this whole thing and decide to send an email to Rockler, I did and the response was so stupid I think they have kindergarten age kids working there, it pretty much said what are you complaining about we gave in and gave you the $10.00 off and free shipping, instead of saying we messed up big time and are sorry. I sent back (just before coming to the BB) if you offer free shipping and $$$ off coupons then your cust. service people should be made aware of them and the customer should not have to fight for what has been offered to them. Just a bad experience, sorry for ranting.

Dave

[Hi_Ho_Sliver]

sounds like they need a few shakeups in their customer service? I have purchased a few things from them, but never had a problem.

[Gulf Coast Handyman]

I also purchased in the past with no problems, I guess you are right Hi Ho they need a good shake up !!

Dave

[cats pa]

Originally Posted by Gulf Coast Handyman

I guess you are right Hi Ho they need a good shake up !!

What they'll likely get instead is customers voting with their feet. The retail tool business is competetive enough that I'm surprised you stuck with the situation as long as you did. Reminds me of the old saying, "It takes a hundred atta-boys to cancel out one aw-sh*t." (Reminds me of the other old saying, "90% of success is introducing your right hand to what your left hand is doing.")

It makes a big difference if a company hires people with woodworking experience instead of average retail monkeys to deal with the public, and gives them some authority to fix things.

When I bought my Makita wet grinder from Highland Hardware in Atlanta (I'm very happy with both, BTW), they transferred me to an employee who owns one and I wasted about half an hour of his time discussing the sharpening of planer knives. He knew his machine, he didn't have to ask his supervisor for permission to close his zipper, and he packed the order up himself with all the accessories I wanted. And, threw in a free set of starter chisels, which made me look like a hero when I gave them to my BIL (who has since dulled them up several times - good thing I bought a wet grinder!).

Not long after, I got a flyer from them, and on the back page were pics of a dozen or so of their employees, holding (or sitting on) their favorite tool and listing their hobbies (turning, carving, intarsia, whatever). I was so impressed, I showed my neighbor's kid, who over the next few months bought about 1000 bucks worth of stuff from them, and he told this lady he works for, and she put in a big order too...

I guess my point is, any salesmaroon can sell tools, or shoes, or pencils, but a tool nut just feels better dealing with another tool nut (or at least this one does).

Parker

[AlArchie]

I'm not going to try and "defend" ROCKLER, but Rockler isn't necessarily Rockler. Huh, say wha? The Rockler chain is comprised of individually franchised dealer stores, plus the main office.

These coupons and discount notices are put out BY the main HQ through the local franchises and the locals may or may not have staff keeping up on all the promotions. That is a problem with the individual retailer, NOT the Rockler
HQ, itself.

Corporate response to some of these complaints that have been settled is quite often "Hey, ya got what ya wanted, what the heck, ya bi***in' about."
I got that same response from Chrysler after a long Lemon Law battle, but later got a very nice apology from some VP in charge of soothing feathers.

My current Rockler catalog comes out of the St. Louis store where I made my last purchases.......before that they were coming from San Diego. So far I haven't had any problems with them.

Al

[Hi_Ho_Sliver]

I think when you call in though, they all go to the same national switchboard? might be wrong, but don't think it goes to individual stores?

[Kenny_S]

If they are like most, they have outsourced their customer service to a company that does customer service for a lot of different companies and may not be here in the US.

[Eddy Smiles]

Hey Dave... Good info and fair warning for anyone that deals with any corporate enterprise but can I ask a favor. Break up your next long post into smaller paragraphs. My eyes were crossed and blurry by the time I got through your whole post. And I didn't want to miss any of it!

[Canopener]

I think this is why people value places like "Little Shavers" a long with many other suppliers that get the thumbs up. They offer personal service and quality, instead of gimmicks and coupons.
To me; a coupon means you are ripping me off the rest of the time. Nothing makes me more nervous than a free lunch, but that is just me. And that does not mean I do not use coupons if I am buying something I want and that is the best deal.
Thanks for the thumbs down on Rockler.
Jim

[cats pa]

Originally Posted by Canopener

I think this is why people value places like "Little Shavers"

Oh great. I hope Rick isn't considering moving his customer service to Bangladesh now, too.

"Harrooo, Harroo, prease me berry big to speaking if little bit shavingness require probrem to be solving? Prease to your customerly number be giving me with? Mostly not Ricneesh berry available, but if many backs you calling, I will massage the time convenient to him. Perhap you wish to speak to Puukishtu? His the English to be exceeding me greatly..."

Say it isn't so, Rick!

Parker