Like I said, I'm fortunate to have to have 2 Rockler locations. 1-20 minutes South West of me, and 1-20 minutes North West of me. Spent a few dollars there this weekend actually.

Its not a complex formula. Treat your customers right with a good product, fair price and good service, you will stay in business. Its sad, but most consumers have come to expect only 2 of the 3 to keep you in business. But if you can't hit at least 2 of the 3 it is just a matter of time before you are out of business. I'll vote with my wallet, but will also spread the word when I see something just outrageously bad, or also when something exceeds expectations. When expectations are met or just slightly off, you wont here from me.

 

That is just bad business, i to have had it happen to me, I'll take rockler anyday over those clowns, it was same store, i am a professional and they treated me like I was a greenhorn

 

I'm not lucky enough to have any woodworking stores near me. Woodworking stores seem to have disappeared from the NY Metro area. I've been a customer of Woodcraft for years, but I'm sorry say that my last experience with a Woodcraft store was not good. A few years ago, I was driving through Connecticut and thought I'd stop at the Woodcraft store there to pick up a few items I needed. I drove a half hour out of my way to get to this store. I had three items on my shopping list. Guess what, not a single item was in stock. Total waste of my time.

 

There is a Woodcraft store in my hometown. They are the only game here. I thought issues like this were only at our location until I read this. I have been there many times (I make a living woodworking) and have stood at the cash register with money in hand and be completely ignored. Time and again. It is as if they hire retired older men that have no interest in expediting orders or sales. They treat it like their clubhouse and get around to you when they are good and ready to. As for Rockler, it is never a problem and their inventory vastly exceeds what Woodcraft has on hand.

 

I was in my local woodcraft in Massachusetts inquiring about a Laguna and the sales man said "If you need a table saw the Saw Stop is the only option." I found this troublesome because I wanted information so I could make my own decision and was trying to find out out if anything other than the safety technology put them apart. He was not rude but after reading your article it sounds like they must be told to push the Saw Stop brand. I am sure it comes down to $$.

thanks for the post, it helps clarify things for me.

 

The Austin, Texas store is Top Notch. Helpful and knowledgeable staff.

At one point I was considering their finishing class. Asked the instructor (Jerry) if it was worth the $ for me? He asked a few questions to probe my experience with HVLP and waterborne finishes, concluded it was not a value add. Saved me $299! That will buy a lot of finishing supplies!

Pre-wuflu, the Austin Woodworking Club to met there.

Recently, they changed point of sale software (POS) and it was a learning curve. Required a little more patience from us woodworkers.

 

I know this is an old thread, but its interesting in that I think the tide has turned.

Like the OP - I used to hate to go to this Woodcraft, as it always made me feel like a red headed step-child, and the Frisco Rockler knew me by name and greeted me every time I went in, and knew me and my shop and what new might interest me. They even helped my wife find me Christmas presents.

Fast forward to today, and I find myself going to the Woodcraft instead. They have greeted me the last couple of times and helped me find what I was looking for.

Meanwhile the Frisco Rockler, the good manager and the good asst manager have now moved on, and the manager from the failed Richardson Rockler has taken over, and now the vibe is all wrong there. The last couple times I went in, I don't think they even knew I was there.

Funny how things change…

 

People absolutely make the store and the buying experience. And I do agree, something has changed at Rockler since they combined the 2 stores. But still a way better experience than the Woodcraft in Plano. In fact I broke down and gave Woodcraft a second chance about 3 weeks ago as I was in a rush. Mistake…. I guess there is a store for everyone. Ill stay with the Frisco Rockler and make the extra drive.

 

I found out there is a Woodcraft store near my parents, but after reading this I think I will skip it and stick to my local Rockler

 

I won't repeat everything I said in post #36 above except to reiterate that the staff makes most of the difference. Rockler and Woodcraft stores here at least are different and both worth visiting just to see what is in stock or on sale. They are toy stores after all and you won't know how good or bad the staff is unless you visit.

 

Thanks, if I get the time I will visit.

Will report back which store and what the staff were like after my trip to see the parents.