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Forum topic by ralbuck posted 10-15-2019 07:08 PM 329 views 0 times favorited 7 replies Add to Favorites Watch
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6154 posts in 2807 days

10-15-2019 07:08 PM

Topic tags/keywords: resource

I had bought an item on Sunday at the local Rockler.

Well it broke on Monday, due to not being assembled quite right—one set screw had not been sufficiently tightened. I had not realized it until I had an issue.
Well in my attempt to fix it; I accidentally made it even worse. The set screw dropped in to far and then could not be retrieved.
On my trip to Rockler today, I explained what had happened and HOW I had made it worse, expecting a decent discount on a new replacement!
They totally replaced it FREE—EXTRAORDINARY service!

-- Wood rescue is good for the environment and me! just rjR

7 replies so far

View crowie's profile (online now)


3283 posts in 2491 days

#1 posted 10-15-2019 08:18 PM

Yes sir, that is top service.

-- Lifes good, Enjoy each new day...... Cheers from "On Top DownUnder" Crowie

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114 posts in 1878 days

#2 posted 10-15-2019 08:22 PM

How dare they treat people that way! I can’t imagine how they would expect repeat customers or referred new customers by doing that. ;)

I had a similar experience with Rustoleum recently. I use a lot of Zinsser sanding sealer on my trophy shop items so I buy it in 2 gal. lots to save a few bucks. I recently went out to the shop and noticed that one can had apparently rusted a small hole in the bottom and I lost a fair amount onto the floor. After cleaning up the mess, I called to see if I could maybe get a coupon for a free quart to replace what had spilled. The guy was very apologetic and said they were shipping out another two gallons as that was what I had ordered originally. WAAY beyond what I ever expected.

Not long after the new shipment arrived, I found a rust hole in the other, unopened can. A few bucks at Lowes for empty paint cans and now I have about 3 1/2 gallons of sealer. Should last for a day or two. Okay. Maybe three.

Gotta like folks that go well beyond what is expected.

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Jim Jakosh

23549 posts in 3646 days

#3 posted 10-15-2019 09:53 PM

That is nice to know they have such good customer service. Henry Arms also has very good customer service.

Cheers, Jim

-- Jim Jakosh.....Practical Wood Products...........Learn something new every day!! Variety is the Spice of Life!!

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1842 posts in 2107 days

#4 posted 10-16-2019 12:33 AM

Good folks, always stand behind their merchentdise.

-- Soli Deo gloria!

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8747 posts in 2583 days

#5 posted 10-16-2019 02:56 AM

Glad you shared this with us. Good to know. Not every day do you get service like that. I’ve had great service with Woodcraft and returning something there was never a problem for what ever reason.

-- Dave, Downers Grove, Il. -------- When you run out of ideas, start building your dreams.

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6718 posts in 1525 days

#6 posted 10-16-2019 02:11 PM

it seems woodworkers either love rockler or hate rockler,ive always loved their products and have never had a service issue,yes they may be a little higher priced but thats up to each to decide.seems ive heard a lot of guys complain that their rockler store gave them a hard time about returns lately,glad to hear they took care of you.

-- sawdust the bigger the pile the bigger my smile-larry,so cal.

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4136 posts in 1114 days

#7 posted 10-19-2019 08:46 PM

My experience is the store is the place to shop, I doubt if the Cinci store wasn’t there if I would every buy from Rockler. It is, so I go visit when they send compelling emails, and fliers. My experience with long distance customer support isn’t the same though, they quite literally suck eggs.

-- Think safe, be safe

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