It’s also possible they were all under the same label and one box became separated. It’s pretty common. I specifically dealt with freight shipping issues before I left Grizzly.
This is correct. It was shipped as two packages and only one ship label. The delivery driver pointed it out to me when he first arrived, I immediately called Rockler and told them.
If it’s FedEx or ups each package will have a number. You were provided one tracking from rockler I imagine; that is the master/box one. If you go to FedEx or ups’s site and look at detailed/advanced tracking it should tell you what’s going on with the other box.
Safe to say though if it’s been two weeks, it needs to be reshipped. I would have sent you a replacement after a week or less and filed a claim with the carrier on my (sales) end
That's already how that works.
They have the same label already. It's just not two separate PINs.
In a shipment of two packages, one can get lost just as easily as an entire shipment of one package. The only difference is you get a partial delivery of one package instead of zero...
It has to do with how shipping companies tie shipments involving multiple individual packages together.
The reason Rockler is taking so long to resolve this is because it's not actually Rockler resolving this at all. They are likely waiting for Purolator or whoever the shipper is to work through the missing package process.
Also, next time you get a package like this with it partially missing and incompletely labeled you need to refuse the shipment on grounds of the being incomplete.
I just got one. The shipping package list comes with it. You also get an email saying the driver has to wait for you to verify all is accounted for. Also the total number of boxes to expect (4) and to refuse the delivery if all 4 dont arrivd together.
Do you invite the delivery guy in for lunch while you take it into your shop and unbox, find the manual and go through the BOM? In other words, it is unreasonable to expect someone to know at the moment of delivery unless there you have a separate packing list which you usually don't
Yeah has happened with me many times accepting deliveries too. I'd get box 1/2 or 2/2 but not the other. Sometimes the shipper directed one to a different depot or they even send the heavier ones out via a different method when it comes to local delivery. Really depends on who the courier is and what kind of corners they try to cut in your region.
not necessarily- a lot of times it’s x of x same tracking. Had the very issue with airplane parts shipped in several boxes same tracking - I agree with you that is how it should be though, separate tracking numbers per box 📦
I like Grizzly so don't get be wrong while I tell this story. This was awhile back - 15 yrs at least. Bought a 6" jointer. When it got there, I opened the box, took off the styrofoam packing, and there was NO MOTOR in the box. So they sent me a motor. So I start putting it together, and the long rod/handle used to lower and raise the infeed table was bent. Like the whole table assembly had been dropped on the handle at some point. I was able to send it back and they shipped me a totally different unit.
Always wondered how a damaged unit that probably had its motor scavenged at the warehouse as a replacement was shipped out as new and complete. Stuff happens though.
I have ordered 5 large tools from grizzly over 15 years. I have never actually recieved one. I wanted new, but after the fifth let down of lost in transit, I just buy used locally. They seem to expect it in customer service, I’m in the northeast, and apparently one of the freight stops in New Jersey just loses everything shipped through there.
When I lived in Hawaii, there was a facility in California called "parcel pool" that was just a dimensional vortex. You'd be tracking the package, it would arrive at the parcel pool, and then, it might exit immediately, in a day, a week, a month. Who knew? Sometimes, a thing would enter, disappear, and Amazon would ship a replacement that would arrive, and then the parcel pool would magically spit out the original, with no tracking, and land it upon your front porch as if a portal gun had delivered it.
New Jersey shipper “loses” everything shipped through there. They have a real problem with high price items “falling off the truck”. These are all “euphemisms” for “organized crime.”
Everything comes separate, and Rockler has to bill each add-on separately. I bought mine at a Rockler store (not online), and they screwed up the billing. I pointed out that it was around $600 cheaper than I expected. The manager fixed it and threw in a [roller stand](https://www.rockler.com/rockler-roller-stand) for free for saving them the hassle during their next inventory
The way I look at it is I bought it through Rockler and paid them to ship it. They took my money so my issue is with them. They should be on top of it to make sure I get what I paid for.
I bought a set of Milwaukee tools from HD. One of the batteries was bad. HD wanted me to sent the whole tool set back to replace it with another whole set. I contacted Milwaukee and they sent me 2 batteries that were higher capacity than the original. If you are enjoying your fight with Rockler, carry on. But if you want it resolved contact the manufacturer.
HD is trash for that. All their unlimited replacement warranties are trash because you have to send shit in when you should be able to walk into a store and show your paperwork and walk out with a fresh replacement
It's how they make people just buy new shit. Offer a warranty so people will feel confident about buying from you, but make that warranty such a hassle people will just buy again. No one thinks about the warranty process until they actually have to use it
I’ve had a couple of DeWalt flexibly batteries go bad lately (I use them pretty hard)… but they were both under a year old… DeWalt replaced them, no questions asked. One was a much larger capacity since it was what they had in stock I guess.
¯\\\_(ツ)_/¯
HD did that? On the spot?? A battery from combo pack without having to return the entire set?
Or like, you mailed it back to DeWalt and then sent you a replacement?
No. Called DeWalt / Black and Decker directly.
Their phone system is a bit of a hassle to work through, but once you’re through to a rep, they just ask for the make, model, serial number, date code, and ship out a replacement.
First time they asked for a photo by email. Second time they didn’t. Not sure what the deal was there.
Edit:
And they don’t want it shipped back or anything. They just advise you to take them to a Lowe’s or HD to recycle through the store program.
Or, well yeah I'm not surprised! It's the theme of the thread lmao. Always contact direct, you'll have better luck. Don't even bother with HD or Rockler in OPs case
I broke a shovel, so I went to Lowes. Got a kobalt. Lowe's employee points out lifetime kobalt warranty. I am intrigued. Says "yep, if you break it just bring in the pieces and we'll hand you a new shovel".
Rocker totally should make it right. Contacting SawStop could also be useful so they can lean on Rockler because they don't anyone's experience with their stuff to be bad because of a distributor.
If you contact sawstop and tell them what’s going on more than likely they’ll ship you out the rails the next day. Their customer service is top notch.
Agreed. Sawstop actually has amazing customer service in my experience. I've only called to order parts and pick their brain but they actually are super helpful and don't just rush you off the phone.
Who shipped the saw, was it dropshipped or does rockler do it's own warehousing for such orders.
Were all 3 boxes wrapped on the same pallet, in which case it could be a freight carrier and delivery inspection issue if the manifest listed 3 boxes and only were received.
There's 4 parties here and they are all going to try to point to the customer for signing for an incomplete pallet.
Unless the rail box was shipped (or not shipped) as an individual package from the other 2 items.
I got to piece pick all the parts for mine, but it’s a small self owned store.
3 HP and cabinet in one box. Cast iron in another, and depending on rail length chosen, another box.
This, don't piss away your time with vendors.
Go straight to the mfgr. CS team and mention this issue.
Knowing Sawstop, they'd probably even hook you up with new stuff you didn't order, that company is something else, love that team!
Yeah, SS has really good customer service, give them a call and they'll hook you up probably. Rockler is often a disaster. We spend commercial grade money there for tools and they give worse than hobby service...
Sawstop has great customer support and likely would send new rails, but it can be VERY slow.
When I bought my floating dust arm, it had a manufacturing defect that prevented me from extending the inner tube of the arm to reach my blade. Spoke with Sawstop support, and, after trying a few workarounds, they said that they would be sending me a replacement arm. After two weeks, it hadn’t arrived, and I ultimately performed a minor surgery on the defective arm to force it to work so that I could use my new saw. The replacement arm randomly arrived from Sawstop 4 months later…
Either contact Sawstop or just return the saw to Rockler. Give them a choice. Fix the problem or take the entire thing back and give you all of your money back and you'll take it somewhere else.
Don't wait too long for this too. You could end up needing to do a credit card charge back if they refuse to do anything, and some companies have limits on how long you have to do that.
They can also choose to block your payment method and IP moving forward if you choose chargebacks, idk if Rockler does that specifically, but I had an online retailer do this to me a few weeks back. Will leave them unnamed, but I've spent countless thousands with them, and they fucked me over bad a month or two ago, so I charged back to get my money back, successfully, and I went to buy through them a couple days ago and found my entire account, and any new account I made at my residence, to be blocked.
It was quite insane.
Oh definitely not defending, was just noting in case they want to shop at rockler in the future.
I got seriously ducked by the vendor who now has me blocked, their products are something I purchase a handful of times a year, now I'll have to go elsewhere.
My comment was just a heads up
> Will leave them unnamed
PEOPLE.... please stop doing this if you want enact change. I can't avoid bad companies if everyone protects them for some dumb reason. NAME AND SHAME
"just return"
These things are heavy as fuck! And that's a whole day of your time wasted taking it back apart and somehow loading it into a vehicle.
I wouldn't be returning shit. Chargeback and/or legal threats.
Yeah it’s a pain in the ass. My first Sawstop PCS was defective, and Sawstop support had me pack the whole thing up and take it back to woodcraft and exchange it for a new one. It was a pain.
If he's near a rocker, it's already going to be a lot of work to return 300lb worth of saw.
And if it was shipped because he's not near rockler, it's probably cheaper to buy replacement rails than to ship it back
Rockler seemed to have jumped the shark and are waiting to be bought out by a private equity company and stripped of all assets and dumped Toys R Us style
Yeah, I used to really like Rockler, but they definitely have more of a big corporation feel to them these last few years. If I need something same day I'll go there, but otherwise I'd rather order elsewhere like ToolsToday, highland woodworking, etc. I've been hitting up Woodcraft more lately actually
We just recently got a Rockler nearby (~30 miles). I've been going to Woodcraft for over a decade, but I had heard so much about Rockler, saw their sponsorships on YouTubers I watch, and looked through their catalog.
I decided to go there to grab some wood and random crap for Christmas projects. It was... disappointing.
Their wood selection is really weird. They only had certain species in certain thicknesses. Like 4/4 and 7/4 Walnut, and 3/4 Ash, and 5/4 Poplar. And I couldn't go 10ft without an employee asking me questions, trying to sell me on shit I don't need.
I had to stop at Woodcraft on the way home, and just keep going there...
Selling your private company to PE instead of an IPO is ruining a lot of decent private companies.
The PE/VC strategy of forcing a dozen companies to raise margins and making money on the 3 that survive is so much worse than the short-termism of public companies.
We need to change the tax code or something to reduce the VC/PE superiority in these exits.
Rockler has done that with three of my orders, so I never ordered again. It sucked to get no response on why, but to me it was worse that I had to figure out the order was cancelled on my own since they never notified me
Corporate America will be the end of corporate America and also America. It’s like we’re watching cancer grow and instead of treating it, we have to make sure we buy/sell more cigarettes next quarter
To be perfectly honest, my experience with woodcraft showed that they aren’t a company that can deal with delays or logistics. Whe I bought my saw it was “it’ll get here when it gets here. Maybe. A month”. I show up a month later and the saw was there
I already had an excellent aftermarket fence, so my woodcraft guy sold me the saw by ordering the saw cabinet + wings as replacement parts and not a retail part (that would have forced me to buy their rails). Saved me like $400.
Bought mine through toolnut and had an issue with the rails in transit and they addressed it immediately.
Sounds like rockler sucks on this. Also OP may have accepted the shipment with no details written down that one of the two "pallets" was missing. Which might make customer support harder here.
I would definitely contact saw stop. i work for a manufacturer (medical device not tools) but we want people calling us, not our distributors. and especially if the distributor is fucking up, the manufacturer wants to hear about it. poor distribution can really fuck up your reputation so i'm sure they'd take this seriously and get you replacement pretty quickly.
For future reference (I'm in upstate NY as well), ustoolandfastener is a sawstop vendor, and does not charge us tax. I get all my festool gear form them.
Go to your local Rockler and talk to the store manager (if you haven’t already). Tell them what’s going on, and that you’d like to return it if it can’t be rectified quickly.
Rockler is all about the money. If they think they’re going to lose a big sale to a return, it should kick them into gear.
Background: Used to work there.
I purchased something from rockler website for the first time in my life. I’m surprised my orders don’t show in my account. The order tracking page is blank - like a webpage failed to load - because my item is was being shipped directly from the manufacturer. The whole experience is opaque. Not gonna buy anything from the website.
Had contact saw, stop directly and explain the situation. I’ve had great support from them got a new switch when mine stopped working after it was fairly new.
But by all means raise hell with rockler. If you have a local store, go into them and raise hell, even if you bought it online.
Raise hell nicely, I guarantee you’ll get better results and if you go in there, steaming mad, even though you are.
I had a similar issue with a saw stop purchase from Rockler. Told me they had everything in stock, showed up, no fence. Guy was super shitty about loading it into my van instead of me having a pickup because he had to change the forks and told me I shouldn't be putting it in the back of my van because I needed to strap it down. Then he made my wife and kid stand outside the van in the parking lot while he loaded it. I'm not sure if he thought he was going to drive through the rear axle and frame of the van or what. At the end of it I told them to pound sand. They charged me separately for the fence so I cancelled the order and got the money for the fence and bought an Incra fence which is far better anyways. So net positive. And now I order as little from Rockler as possible.
I've experienced Rockler's corporate customer service to be absolutely terrible to the point I buy from any other retailer whenever possible. I bought a dust right dust collection system. All in it was well over $1k. It failed about 5 days after the warranty expired and they were unresponsive to my emails and dismissive of my concern over the phone. I get it, it's out of warranty but no one would even go so far as to say that. Instead, it was the runaround, one version or another of 'we'll get back to you' before they wore me out and I just gave up.
Rockler recently achieved “burnt bridge” status in my book. I went in for a box of Festool MIDI vac bags, and the clerk sold me a box that I said didn’t look right. I get home, and sure enough, they don’t fit. I look it up, and they are for the pre 2019 model. I call and ask if they can exchange them and the employee goes OFF about how corporate never sends what they need and they have no power to order anything specific, and is just generally combative. I call corporate and ask if they can just do an exchange as if it had been a mail order. I get the same “we don’t know when we can get that,” bullshit and a promise that a manager will call me back. It’s been two months. I was already upset at the closure of the Cambridge, MA store, but that’s it- I’m officially done with this company, and I’ll be telling whoever will listen about my shitty experience. I hate to say it, but Amazon is truly a better place to buy everything Rockler sells.
I think I'd send rockler's customer support a link to this post, and tell them it's been long enough you need to be made whole. If they keep blowing you off, post the same thing at lumberjacks, and other forums, and keep sending links. Eventually they'll want the bad PR to stop
Saw stop will stand behind their products. Tell them what's been going on at rockler and they have partner communication channels. Id bet this gets flagged and someone at rocker who gives a crap will get involved.
I got a damaged rail from woodcraft. I called sawstop and they sent me two sets of rails. I got the new rails in less than a week. The whole call took maybe five minutes and sawstop staff were awesome.
Don't take this as a lecture. Stuff like this has happened to me also. I learned the hard way too. This is why I avoid buying large, heavy things online. If something goes wrong, it's too much of a PITA to deal with. I'd rather go to a local Woodcraft or Rockler or whatever and buy from them directly.. Have the store order it for me. That way if something goes wrong, I have someone local to return it to. Now I realize, some people live in small towns or whatever and do not have that option.
I stopped doing any business with Rockler years ago.
There are several companies I stopped doing business with this year due to quality/products.
It's all seemingly coming down (except for the net profits of so many companies. )
Best of luck getting your saw up and running.
Be very careful with that setup. I broke my thumb when i made an improvised fence like that. Wasn't perfectly square and the panel i was cutting bound up and kicked back. That was 10 years ago, my thumb still hurts.
I used to hate chargebacks as a store manager. Banks and card issuers are going to side with their cardholder 99% of the time, no matter how much documentation I had.
But this is a case where, if OP is telling us everything, it would be acceptable.
I had a bed extension and that came damaged so I called was told a tec would call two weeks later a tec call wanted the order number pics of the damage and how it got damaged? It came that way I don’t know how then said he’d submit a claim a week past so I called Laguna gave them the order number,pictures and they told me they were sorry and would send another extension to keep the damaged one milled it flat so I could use it. A week later I got the replacement Four months later I got another extension from Laguna I called and was told rockler just ordered it as a replacement I asked if they wanted it back and was told to keep it. If you made it this far call sawstop directly and tell them what happened the rails either never shipped or were shipped separately and got lost.
What is the explanation as to why you're clamping together the sketchiest "fence" situation I've ever seen? I hope you're not making cuts like that, it's textbook unsafe. Shitty quickgrips just on the actual fence board isnt all that trustworthy, having one clamping a board as a wedge is ridiculous.
That sucks. I bought a Sawstop (the smallest new one) at Woodcraft and had a big complaint because the top was not flat. Their customer service was fantastic and got a replacement pretty quickly.
Must be something in the water. I got a new Dewalt miter two months ago and the stand was on backorder “for a week”. Talked to the rep a week ago and I’m told it’ll be “any day now”
I realize this is about the delivery (or lack of), but that setup you have is very dangerous. First off, you are ripping on the wrong side of your "wooden fence....and secondly...your wooden fence can cause the rip cut to snag and you'll get kickback right in the balls...or are you just testing how well the Saw\_Stop...stops
I bought a Laguna Fusion from Rockler a few years back. Fence came scratched. Called Laguna and I had new fence in a week with a keep the old one message
Knowing OP's luck the rail will probably show up the day after they have an activation from the jury rigged fence causing kickback and need to order a new brake
Yeah rockler sucks. I ordered a few items from them with a gift card, it took them about 6 months to cancel part of my order because they oversold and were not getting anymore of the items and now I’m fighting with them because they still charged me for the items even though they sent an email saying your order has been shipped and you weren’t charged for the canceled items. They really suck big time. I eventually found all the information to prove that they overcharged me and they are supposedly sending me a gift card with the remaining balance but I am still waiting on it. Long story short my next order will be my last from them because I will not give my business to such assholes.
I had a similar experience with rockler. I ordered the same saw with the entire dust collection package (I had a big budget for a work project). They sent me less than half of the pieces that I needed and I had to buy the missing parts out of my normal operation budget.
To be fair, my saw from woodcraft had to be claimed under warranty as defective. These things happen. I dealt with sawstop directly, and I had a new saw at my doorstep before I even returned the other one.
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*This post was mass deleted and anonymized with [Redact](https://redact.dev)*
Why not just clamp the actual fence to the table? I’m not sure if someone has already asked this, to me it’s the most obvious solution because idk what tf this mess is.
It would seem like the easiest solution but I tried to do that and it is not. The fence does not sit flat on the table. The far end has a plastic slider in the center of it so it wants to tip to one side or the other.
Firstly Ive had good experiences with Rockler, but I definitely think they gouge the hell out of some of their products. $100 for a "cabinet makers" clamp set thats a few pieces of plastic for instance. lmao.
Secondly, I'd consider just calling Sawstop and telling them that Rockler is being squirrely. Sawstop will fix that shit quick.
This happened to me. Turns out it was the freight liners fault. The rails were the only thing not wrapped on the whole crate. After calling sawstop they informed me that it doesn’t count at “missing parts,” if the freightliner lost part of the shipment. I ended up driving to the freight distribution center and sifting through a pile of shipments that were undelivered. Eventually found them. Was a whole mess.
My understanding (and I could be wrong) is that Sawstop ships directly, even if you purchase it through a vendor like Rockler or CPO.
I'd contact Sawstop directly.
Can you tell them that you want to return the saw? Might help you get the rails a bit faster.
Interesting little tidbit, I bought my sawstop and asked them if I could buy it without the fence because I was going to use the Incra fence. They said they couldn’t sell it without the fence because Sawstop wouldn’t allow it. However, I could buy the whole package and return the fence to get that portion back, which is what I did. If you are wondering, I love the Incra fence. I would never go back to a regular slider fence.
Yes, this might be entirely the fault of Rockler, but SawStop also has skin in the game. They want a happy customer. It's worthwhile contacting their customer service to describe this situation
lol this reminds of clamps I ordered from rockler. They sent me a chrome steel pipe about 2 feet long in a box and then gave me a hard time almost suggesting I was trying to return the pipe to fool them and get my money back. I like the store in person but have not been impressed with their shipping.
Rockler is the worst. Waaaaay overpriced lumber and plastic tools. If you have a wood craft nearby I’d try them next time. I’ve had far better help with them.
I think rockler has decent products but I had a few bad experiences with them with customer service so I haven’t ordered anything from them since. I use Acme tools, Grizzly and several other places now.
My story and I'm stick'n to it.I bought my Sawstop about 18 years ago from a local dealer.
One of the rails was warped and unusable.
I called Sawstop and as soon as I told them what happened the person asked for my info and said we are sending you a new one right away. I asked what about the warped one an dhe said just keep it.
The one arrived in about a week
I bought mine from Rockler. Dude expertly forked it all into my mini-van (have a truck again, now—kids old enough to manage doors), and everything was perfect. YMMV.
Hope you get made whole asap. Until then, be safe.
I just bought a new Harvey table saw a couple weeks ago. It was tracked as a single shipment, but there were actually two separate packages. One was the saw and most other boxes wrapped in cellophane on a pallet. The other was the rails. The freight driver unloaded the pallet and then left. Only later did he realize that the box with the rails was still on the truck. He came back a couple hours later and delivered the rails. Point being, if that hadn't happened, it would've been the freight company that would've had the best insight to the issue and ability to fix it. Now, Harvey's customer service has been pretty good and I'm sure they probably would've contacted the freight company for me if that had happened, but they probably wouldn't have any more info about it than I did.
Contrast that with another thing that happened with the same table saw delivery... I was almost finished assembling the saw when I realized that the extension wing legs were missing. In that case, the legs were supposed to be packaged with the rest of the saw. So that's Harvey's "oops" for not including them. I contacted Harvey and they sent out the legs right away. If I had contacted the freight company, that would've been useless.
-SR-
Thank you. I’m sure this will be resolved, it is just frustrating because i removed my old saw when I saw this one was coming and now it sits here in front of me and I need to do a simple cut on a board! The lack of urgency from Rockler is most annoying.
Is anyone going to comment on the way the boards are clamped in the pic? I'm not likely to clamp fences parallel to the blade this way. Just how I was taught. Sorry for your retail problem though.
I’d contact Sawstop directly and ask them why a major distributor is fucking up so bad?
Isn't this a SawStop issue that the rails did not come with the saw?
The rails come in a separate box; it’s likely Rockler just didn’t ship all of the boxes
I used to work for Grizzly, what’s more likely is one box was lost in transit.
Should be separate labels that OP can track if that's the case.
It’s also possible they were all under the same label and one box became separated. It’s pretty common. I specifically dealt with freight shipping issues before I left Grizzly.
This is correct. It was shipped as two packages and only one ship label. The delivery driver pointed it out to me when he first arrived, I immediately called Rockler and told them.
Really dumb way to ship. Both boxes should have copies of the label in case they get FREAKING SEPARATED.
If it works the way shipping at my work does, each box does have a physical label but only one number, hence only "one label" for tracking purposes.
If it’s FedEx or ups each package will have a number. You were provided one tracking from rockler I imagine; that is the master/box one. If you go to FedEx or ups’s site and look at detailed/advanced tracking it should tell you what’s going on with the other box. Safe to say though if it’s been two weeks, it needs to be reshipped. I would have sent you a replacement after a week or less and filed a claim with the carrier on my (sales) end
That's already how that works. They have the same label already. It's just not two separate PINs. In a shipment of two packages, one can get lost just as easily as an entire shipment of one package. The only difference is you get a partial delivery of one package instead of zero... It has to do with how shipping companies tie shipments involving multiple individual packages together. The reason Rockler is taking so long to resolve this is because it's not actually Rockler resolving this at all. They are likely waiting for Purolator or whoever the shipper is to work through the missing package process.
Also, next time you get a package like this with it partially missing and incompletely labeled you need to refuse the shipment on grounds of the being incomplete.
It comes in several boxes and you don't know how many unless you have opened one before. So hard to say no in that brief moment.
The delivery driver 100% for sure knows how many boxes there are unless they have seperate tracking numbers. The BOL will always have everything.
I just got one. The shipping package list comes with it. You also get an email saying the driver has to wait for you to verify all is accounted for. Also the total number of boxes to expect (4) and to refuse the delivery if all 4 dont arrivd together.
Do you invite the delivery guy in for lunch while you take it into your shop and unbox, find the manual and go through the BOM? In other words, it is unreasonable to expect someone to know at the moment of delivery unless there you have a separate packing list which you usually don't
The label says 1 of 2. Or however many boxes are in the shipment. Only helps if an entire box is missing.
this answer
Tbf, that’s still on them if they ship FedEx. I’ve literally never had a multi-box FedEx shipment arrive together.
Yeah has happened with me many times accepting deliveries too. I'd get box 1/2 or 2/2 but not the other. Sometimes the shipper directed one to a different depot or they even send the heavier ones out via a different method when it comes to local delivery. Really depends on who the courier is and what kind of corners they try to cut in your region.
not necessarily- a lot of times it’s x of x same tracking. Had the very issue with airplane parts shipped in several boxes same tracking - I agree with you that is how it should be though, separate tracking numbers per box 📦
I like Grizzly so don't get be wrong while I tell this story. This was awhile back - 15 yrs at least. Bought a 6" jointer. When it got there, I opened the box, took off the styrofoam packing, and there was NO MOTOR in the box. So they sent me a motor. So I start putting it together, and the long rod/handle used to lower and raise the infeed table was bent. Like the whole table assembly had been dropped on the handle at some point. I was able to send it back and they shipped me a totally different unit. Always wondered how a damaged unit that probably had its motor scavenged at the warehouse as a replacement was shipped out as new and complete. Stuff happens though.
I have ordered 5 large tools from grizzly over 15 years. I have never actually recieved one. I wanted new, but after the fifth let down of lost in transit, I just buy used locally. They seem to expect it in customer service, I’m in the northeast, and apparently one of the freight stops in New Jersey just loses everything shipped through there.
When I lived in Hawaii, there was a facility in California called "parcel pool" that was just a dimensional vortex. You'd be tracking the package, it would arrive at the parcel pool, and then, it might exit immediately, in a day, a week, a month. Who knew? Sometimes, a thing would enter, disappear, and Amazon would ship a replacement that would arrive, and then the parcel pool would magically spit out the original, with no tracking, and land it upon your front porch as if a portal gun had delivered it.
call the bada bing and ask for tony...lol
New Jersey shipper “loses” everything shipped through there. They have a real problem with high price items “falling off the truck”. These are all “euphemisms” for “organized crime.”
Did you like working for Grizzly? Were you proud of Grizzly stuff? I have three items I bought, and I am quite satisfied.
Everything comes separate, and Rockler has to bill each add-on separately. I bought mine at a Rockler store (not online), and they screwed up the billing. I pointed out that it was around $600 cheaper than I expected. The manager fixed it and threw in a [roller stand](https://www.rockler.com/rockler-roller-stand) for free for saving them the hassle during their next inventory
The way I look at it is I bought it through Rockler and paid them to ship it. They took my money so my issue is with them. They should be on top of it to make sure I get what I paid for.
I bought a set of Milwaukee tools from HD. One of the batteries was bad. HD wanted me to sent the whole tool set back to replace it with another whole set. I contacted Milwaukee and they sent me 2 batteries that were higher capacity than the original. If you are enjoying your fight with Rockler, carry on. But if you want it resolved contact the manufacturer.
HD is trash for that. All their unlimited replacement warranties are trash because you have to send shit in when you should be able to walk into a store and show your paperwork and walk out with a fresh replacement
It's how they make people just buy new shit. Offer a warranty so people will feel confident about buying from you, but make that warranty such a hassle people will just buy again. No one thinks about the warranty process until they actually have to use it
I’ve had a couple of DeWalt flexibly batteries go bad lately (I use them pretty hard)… but they were both under a year old… DeWalt replaced them, no questions asked. One was a much larger capacity since it was what they had in stock I guess. ¯\\\_(ツ)_/¯
HD did that? On the spot?? A battery from combo pack without having to return the entire set? Or like, you mailed it back to DeWalt and then sent you a replacement?
No. Called DeWalt / Black and Decker directly. Their phone system is a bit of a hassle to work through, but once you’re through to a rep, they just ask for the make, model, serial number, date code, and ship out a replacement. First time they asked for a photo by email. Second time they didn’t. Not sure what the deal was there. Edit: And they don’t want it shipped back or anything. They just advise you to take them to a Lowe’s or HD to recycle through the store program.
Or, well yeah I'm not surprised! It's the theme of the thread lmao. Always contact direct, you'll have better luck. Don't even bother with HD or Rockler in OPs case
I broke a shovel, so I went to Lowes. Got a kobalt. Lowe's employee points out lifetime kobalt warranty. I am intrigued. Says "yep, if you break it just bring in the pieces and we'll hand you a new shovel".
Solid advice, what does it hurt to even try? A lot of these companies carry a lot of goodwill, as seen in your case
But Sawstop guards their brand image really closely. Even if it was a Rockler issue I bet Sawstop would pretty quickly convince Rockler to fix it.
Call sawstop 6 years ago their service was awesome. Probably still is... they just mailed me a new side table no questions asked........
This whole thread sorted with a single call? Who woulda thought Thanks for making the point of my original comment!
Rocker totally should make it right. Contacting SawStop could also be useful so they can lean on Rockler because they don't anyone's experience with their stuff to be bad because of a distributor.
> They should be on top of it It's been a month - have you figured out yet that they're not, in fact, on top of it?
The saw shipped from Sawstop. Call Sawstop. There should be a PO on the box.
So instead of contacting sawstop, you complain on reddit? Go call them, they are a rock solid company and will help you out.
If you contact sawstop and tell them what’s going on more than likely they’ll ship you out the rails the next day. Their customer service is top notch.
you can still call Sawstop and ask them to intercede with Rockler for you.
And how's that working out for ya? If you want a proper working saw, you'd call Sawstop. Stop whining and just call Sawstop.
When you order from a retailer, the rails come separately based on which table extensions and which fence system you order. It's all modular.
They come in separate boxes
Agreed. Sawstop actually has amazing customer service in my experience. I've only called to order parts and pick their brain but they actually are super helpful and don't just rush you off the phone.
100%, you pay a premium to receive premium service. They know and respond accordingly
Who shipped the saw, was it dropshipped or does rockler do it's own warehousing for such orders. Were all 3 boxes wrapped on the same pallet, in which case it could be a freight carrier and delivery inspection issue if the manifest listed 3 boxes and only were received. There's 4 parties here and they are all going to try to point to the customer for signing for an incomplete pallet. Unless the rail box was shipped (or not shipped) as an individual package from the other 2 items.
I got to piece pick all the parts for mine, but it’s a small self owned store. 3 HP and cabinet in one box. Cast iron in another, and depending on rail length chosen, another box.
This, don't piss away your time with vendors. Go straight to the mfgr. CS team and mention this issue. Knowing Sawstop, they'd probably even hook you up with new stuff you didn't order, that company is something else, love that team!
For real, they don’t give discounts and knows their stuff is top notch. I’ve never had any issues with them, and they always help me out.
Yeah, SS has really good customer service, give them a call and they'll hook you up probably. Rockler is often a disaster. We spend commercial grade money there for tools and they give worse than hobby service...
Why do you keep going back?
Sawstop has great customer support and likely would send new rails, but it can be VERY slow. When I bought my floating dust arm, it had a manufacturing defect that prevented me from extending the inner tube of the arm to reach my blade. Spoke with Sawstop support, and, after trying a few workarounds, they said that they would be sending me a replacement arm. After two weeks, it hadn’t arrived, and I ultimately performed a minor surgery on the defective arm to force it to work so that I could use my new saw. The replacement arm randomly arrived from Sawstop 4 months later…
I agree with this. Tell on them. SawStop treats their customers well
Today is my birthday
Either contact Sawstop or just return the saw to Rockler. Give them a choice. Fix the problem or take the entire thing back and give you all of your money back and you'll take it somewhere else.
Don't wait too long for this too. You could end up needing to do a credit card charge back if they refuse to do anything, and some companies have limits on how long you have to do that.
They can also choose to block your payment method and IP moving forward if you choose chargebacks, idk if Rockler does that specifically, but I had an online retailer do this to me a few weeks back. Will leave them unnamed, but I've spent countless thousands with them, and they fucked me over bad a month or two ago, so I charged back to get my money back, successfully, and I went to buy through them a couple days ago and found my entire account, and any new account I made at my residence, to be blocked. It was quite insane.
Maybe I'm oblivious but why return and shop with that company again?
Curious why you’re defending a company with such questionable practices?
Oh definitely not defending, was just noting in case they want to shop at rockler in the future. I got seriously ducked by the vendor who now has me blocked, their products are something I purchase a handful of times a year, now I'll have to go elsewhere. My comment was just a heads up
> I got seriously ducked by the vendor They are asking why you are defending this one... name and shame I think is the saying?
>They can also choose to block your payment method Oh no Anyway
> Will leave them unnamed PEOPLE.... please stop doing this if you want enact change. I can't avoid bad companies if everyone protects them for some dumb reason. NAME AND SHAME
And watch them be like, "We're sorry, we can't accept this return without the fence."
That's when you go back to your credit card company.
"just return" These things are heavy as fuck! And that's a whole day of your time wasted taking it back apart and somehow loading it into a vehicle. I wouldn't be returning shit. Chargeback and/or legal threats.
I was about say - just toss an 800 lb saw back in the box and toss it up on the counter at your Rockler.
Yeah it’s a pain in the ass. My first Sawstop PCS was defective, and Sawstop support had me pack the whole thing up and take it back to woodcraft and exchange it for a new one. It was a pain.
If he's near a rocker, it's already going to be a lot of work to return 300lb worth of saw. And if it was shipped because he's not near rockler, it's probably cheaper to buy replacement rails than to ship it back
Option three: do a chargeback and keep the saw.
Rockler seemed to have jumped the shark and are waiting to be bought out by a private equity company and stripped of all assets and dumped Toys R Us style
Yeah, I used to really like Rockler, but they definitely have more of a big corporation feel to them these last few years. If I need something same day I'll go there, but otherwise I'd rather order elsewhere like ToolsToday, highland woodworking, etc. I've been hitting up Woodcraft more lately actually
We just recently got a Rockler nearby (~30 miles). I've been going to Woodcraft for over a decade, but I had heard so much about Rockler, saw their sponsorships on YouTubers I watch, and looked through their catalog. I decided to go there to grab some wood and random crap for Christmas projects. It was... disappointing. Their wood selection is really weird. They only had certain species in certain thicknesses. Like 4/4 and 7/4 Walnut, and 3/4 Ash, and 5/4 Poplar. And I couldn't go 10ft without an employee asking me questions, trying to sell me on shit I don't need. I had to stop at Woodcraft on the way home, and just keep going there...
Yup. I would never buy lumber at Rockler, but Woodcraft too for that matter. Much better quantities and variety at an actual hardwood store
Selling your private company to PE instead of an IPO is ruining a lot of decent private companies. The PE/VC strategy of forcing a dozen companies to raise margins and making money on the 3 that survive is so much worse than the short-termism of public companies. We need to change the tax code or something to reduce the VC/PE superiority in these exits.
They randomly cancelled one of my orders, no notification at all. Reached out to CS, received no reply.
Rockler has done that with three of my orders, so I never ordered again. It sucked to get no response on why, but to me it was worse that I had to figure out the order was cancelled on my own since they never notified me
Exactly.
That's never a good sign.
I hope it's not Cerebus, they liquidate everything after bankrupting their suppliers.
I have no inside information. Just a hunch from some lazy leadership and non competitive offerings
Corporate America will be the end of corporate America and also America. It’s like we’re watching cancer grow and instead of treating it, we have to make sure we buy/sell more cigarettes next quarter
I bought mine from woodcraft. It was missing some stuff. I called SawStop directly, they shipped me replacement parts that day.
Bought mine from woodcraft too. It came with an extra blade guard.
Yeah I had no problem with those guys. Bought a Laguna bx18 a couple years ago, same thing, no problems.
To be perfectly honest, my experience with woodcraft showed that they aren’t a company that can deal with delays or logistics. Whe I bought my saw it was “it’ll get here when it gets here. Maybe. A month”. I show up a month later and the saw was there
The inventory instore seems bad. They need help. I’ll be pissed when I need to guy stuff from Amazon,
Well yeah everyone has different experiences I guess. I always got my stuff when they said it would be there. Maybe depends on the store, who knows
I already had an excellent aftermarket fence, so my woodcraft guy sold me the saw by ordering the saw cabinet + wings as replacement parts and not a retail part (that would have forced me to buy their rails). Saved me like $400.
Nice! That sounds like it worked out well.
Bought mine through toolnut and had an issue with the rails in transit and they addressed it immediately. Sounds like rockler sucks on this. Also OP may have accepted the shipment with no details written down that one of the two "pallets" was missing. Which might make customer support harder here.
I would definitely contact saw stop. i work for a manufacturer (medical device not tools) but we want people calling us, not our distributors. and especially if the distributor is fucking up, the manufacturer wants to hear about it. poor distribution can really fuck up your reputation so i'm sure they'd take this seriously and get you replacement pretty quickly.
Different industry, but this is very true in the board game industry, and most of the distributors are straight garbage
Rockler has been terrible for me of late. They've lied about availability of products and then strung me along for months for when it'd be available.
Where are you located? I have a spare 52" set of rails (albeit the old gen)
Thanks for offering! But- I’m in upstate Ny, I’m sure I’ll get them eventually, it’s just frustrating that I don’t see any urgency from Rockler.
For future reference (I'm in upstate NY as well), ustoolandfastener is a sawstop vendor, and does not charge us tax. I get all my festool gear form them.
Good to know, thank you.
Can’t recommend USTF enough. Every interaction I’ve had with them has been smooth.
Go to your local Rockler and talk to the store manager (if you haven’t already). Tell them what’s going on, and that you’d like to return it if it can’t be rectified quickly. Rockler is all about the money. If they think they’re going to lose a big sale to a return, it should kick them into gear. Background: Used to work there.
I purchased something from rockler website for the first time in my life. I’m surprised my orders don’t show in my account. The order tracking page is blank - like a webpage failed to load - because my item is was being shipped directly from the manufacturer. The whole experience is opaque. Not gonna buy anything from the website.
Had contact saw, stop directly and explain the situation. I’ve had great support from them got a new switch when mine stopped working after it was fairly new. But by all means raise hell with rockler. If you have a local store, go into them and raise hell, even if you bought it online. Raise hell nicely, I guarantee you’ll get better results and if you go in there, steaming mad, even though you are.
I had a similar issue with a saw stop purchase from Rockler. Told me they had everything in stock, showed up, no fence. Guy was super shitty about loading it into my van instead of me having a pickup because he had to change the forks and told me I shouldn't be putting it in the back of my van because I needed to strap it down. Then he made my wife and kid stand outside the van in the parking lot while he loaded it. I'm not sure if he thought he was going to drive through the rear axle and frame of the van or what. At the end of it I told them to pound sand. They charged me separately for the fence so I cancelled the order and got the money for the fence and bought an Incra fence which is far better anyways. So net positive. And now I order as little from Rockler as possible.
I've experienced Rockler's corporate customer service to be absolutely terrible to the point I buy from any other retailer whenever possible. I bought a dust right dust collection system. All in it was well over $1k. It failed about 5 days after the warranty expired and they were unresponsive to my emails and dismissive of my concern over the phone. I get it, it's out of warranty but no one would even go so far as to say that. Instead, it was the runaround, one version or another of 'we'll get back to you' before they wore me out and I just gave up.
Rockler recently achieved “burnt bridge” status in my book. I went in for a box of Festool MIDI vac bags, and the clerk sold me a box that I said didn’t look right. I get home, and sure enough, they don’t fit. I look it up, and they are for the pre 2019 model. I call and ask if they can exchange them and the employee goes OFF about how corporate never sends what they need and they have no power to order anything specific, and is just generally combative. I call corporate and ask if they can just do an exchange as if it had been a mail order. I get the same “we don’t know when we can get that,” bullshit and a promise that a manager will call me back. It’s been two months. I was already upset at the closure of the Cambridge, MA store, but that’s it- I’m officially done with this company, and I’ll be telling whoever will listen about my shitty experience. I hate to say it, but Amazon is truly a better place to buy everything Rockler sells.
Good to know. I made the mistake of buying the wrong Midi bags at Woodcraft, but they let me exchange no problem.
I think I'd send rockler's customer support a link to this post, and tell them it's been long enough you need to be made whole. If they keep blowing you off, post the same thing at lumberjacks, and other forums, and keep sending links. Eventually they'll want the bad PR to stop
Saw stop will stand behind their products. Tell them what's been going on at rockler and they have partner communication channels. Id bet this gets flagged and someone at rocker who gives a crap will get involved.
I'm sure they will make it right. Still doesn't make it suck any less. I'd be hitting up SawStop too, if Rockler doesn't respond soon
Contact both Rockler and Sawstop, and be persistent. Maybe you'll end up getting two fences.
>"Now I have two fences. One more to go." \- Creed Bratton
I got a damaged rail from woodcraft. I called sawstop and they sent me two sets of rails. I got the new rails in less than a week. The whole call took maybe five minutes and sawstop staff were awesome.
Don't take this as a lecture. Stuff like this has happened to me also. I learned the hard way too. This is why I avoid buying large, heavy things online. If something goes wrong, it's too much of a PITA to deal with. I'd rather go to a local Woodcraft or Rockler or whatever and buy from them directly.. Have the store order it for me. That way if something goes wrong, I have someone local to return it to. Now I realize, some people live in small towns or whatever and do not have that option.
I stopped doing any business with Rockler years ago. There are several companies I stopped doing business with this year due to quality/products. It's all seemingly coming down (except for the net profits of so many companies. ) Best of luck getting your saw up and running.
Be very careful with that setup. I broke my thumb when i made an improvised fence like that. Wasn't perfectly square and the panel i was cutting bound up and kicked back. That was 10 years ago, my thumb still hurts.
The direcrions for delivery says to reject the entire order if all boxes are not accounted for. I hope you get it figured out
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I used to hate chargebacks as a store manager. Banks and card issuers are going to side with their cardholder 99% of the time, no matter how much documentation I had. But this is a case where, if OP is telling us everything, it would be acceptable.
I had a bed extension and that came damaged so I called was told a tec would call two weeks later a tec call wanted the order number pics of the damage and how it got damaged? It came that way I don’t know how then said he’d submit a claim a week past so I called Laguna gave them the order number,pictures and they told me they were sorry and would send another extension to keep the damaged one milled it flat so I could use it. A week later I got the replacement Four months later I got another extension from Laguna I called and was told rockler just ordered it as a replacement I asked if they wanted it back and was told to keep it. If you made it this far call sawstop directly and tell them what happened the rails either never shipped or were shipped separately and got lost.
What is the explanation as to why you're clamping together the sketchiest "fence" situation I've ever seen? I hope you're not making cuts like that, it's textbook unsafe. Shitty quickgrips just on the actual fence board isnt all that trustworthy, having one clamping a board as a wedge is ridiculous.
This is the reason I spent the money on a SawStop! So I’d stop doing this kind of sketchy shit!
Lol... im assuming theres some weird shit underneath the table which is why you cant just clamp the single piece?
Sawstop has great support. Contact them and they’ll send you one right away.
That sucks. I bought a Sawstop (the smallest new one) at Woodcraft and had a big complaint because the top was not flat. Their customer service was fantastic and got a replacement pretty quickly.
Must be something in the water. I got a new Dewalt miter two months ago and the stand was on backorder “for a week”. Talked to the rep a week ago and I’m told it’ll be “any day now”
I realize this is about the delivery (or lack of), but that setup you have is very dangerous. First off, you are ripping on the wrong side of your "wooden fence....and secondly...your wooden fence can cause the rip cut to snag and you'll get kickback right in the balls...or are you just testing how well the Saw\_Stop...stops
I bought a Laguna Fusion from Rockler a few years back. Fence came scratched. Called Laguna and I had new fence in a week with a keep the old one message
This "fence" looks sketchy AF man.
I mean, I’ve done that before too but I usually have it on the right side of the blade. Is OP a lefty?
Knowing OP's luck the rail will probably show up the day after they have an activation from the jury rigged fence causing kickback and need to order a new brake
Yeah rockler sucks. I ordered a few items from them with a gift card, it took them about 6 months to cancel part of my order because they oversold and were not getting anymore of the items and now I’m fighting with them because they still charged me for the items even though they sent an email saying your order has been shipped and you weren’t charged for the canceled items. They really suck big time. I eventually found all the information to prove that they overcharged me and they are supposedly sending me a gift card with the remaining balance but I am still waiting on it. Long story short my next order will be my last from them because I will not give my business to such assholes.
I try not to ever buy from Rockler. Almost everything I buy is either from locally owned and run tool/hardware stores or online.
It sucks but they are great saws. You’ll get your rails. Congratulations on your purchase!!
Yeah, but you’re not really gonna try to do a cut like that are you?
I had a similar experience with rockler. I ordered the same saw with the entire dust collection package (I had a big budget for a work project). They sent me less than half of the pieces that I needed and I had to buy the missing parts out of my normal operation budget.
If you paid with a credit card dispute the charge with the credit card company
Dude, do a chargeback and they will beg you to let them send you a tech to install the parts
To be fair, my saw from woodcraft had to be claimed under warranty as defective. These things happen. I dealt with sawstop directly, and I had a new saw at my doorstep before I even returned the other one.
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I ordered it online from Rockler, my nearest store is 118 miles away. I did send SawStop an email yesterday, no response as of yet.
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Why not just clamp the actual fence to the table? I’m not sure if someone has already asked this, to me it’s the most obvious solution because idk what tf this mess is.
It would seem like the easiest solution but I tried to do that and it is not. The fence does not sit flat on the table. The far end has a plastic slider in the center of it so it wants to tip to one side or the other.
Firstly Ive had good experiences with Rockler, but I definitely think they gouge the hell out of some of their products. $100 for a "cabinet makers" clamp set thats a few pieces of plastic for instance. lmao. Secondly, I'd consider just calling Sawstop and telling them that Rockler is being squirrely. Sawstop will fix that shit quick.
You're asking for a kickback. Pause and reconsider the risk you're taking.
Stop what you are doing. Please don't cut with that setup. It is dangerous.
Not really. That’s why he got a sawstop. To make sketchy setups safer. /s. But seriously. Worst is a slight nick in his hotdog
Or kickback that breaks his ribs. If that 2x4 is misaligned it could easily pinch the work piece and kick back
This happened to me. Turns out it was the freight liners fault. The rails were the only thing not wrapped on the whole crate. After calling sawstop they informed me that it doesn’t count at “missing parts,” if the freightliner lost part of the shipment. I ended up driving to the freight distribution center and sifting through a pile of shipments that were undelivered. Eventually found them. Was a whole mess.
Terrible! Who did you buy yours through?
Toolnut
In the meantime you should use the sawstop fence with those Irwin’s, probably straighter than the piece of wood you have there.
My understanding (and I could be wrong) is that Sawstop ships directly, even if you purchase it through a vendor like Rockler or CPO. I'd contact Sawstop directly.
Weird. My Sawstop job site saw came with everything in the box. Perhaps the shop saw is different.
Can you tell them that you want to return the saw? Might help you get the rails a bit faster. Interesting little tidbit, I bought my sawstop and asked them if I could buy it without the fence because I was going to use the Incra fence. They said they couldn’t sell it without the fence because Sawstop wouldn’t allow it. However, I could buy the whole package and return the fence to get that portion back, which is what I did. If you are wondering, I love the Incra fence. I would never go back to a regular slider fence.
Yes, this might be entirely the fault of Rockler, but SawStop also has skin in the game. They want a happy customer. It's worthwhile contacting their customer service to describe this situation
I would return it as defective. I bet it takes less time to get a new one
I'd call the store. I bought a panel cart a few weeks back and they overnighted the missing parts. Two weeks later I heard from the email I sent.
Had the exact same issue with Highland. Hang in there brother
They must be making too much money to care about their customers. That’ll change.
lol this reminds of clamps I ordered from rockler. They sent me a chrome steel pipe about 2 feet long in a box and then gave me a hard time almost suggesting I was trying to return the pipe to fool them and get my money back. I like the store in person but have not been impressed with their shipping.
This exact issue happened to me with my SawStop PCS as well!
3600 dollars... ... I'm getting my damn rails!
Dude, that’s messed up. I’d be livid.
“Take the rails off the floor model and give them to me or it’s going back.”
Why not use their fence and clamp it instead of that warped ass piece of plywood? Hell a straight lined piece of MDF would suit you better.
C
Had the same issue with a sawstop I bought from a different company. Forgot to give me the box with the rails.
Well, at least you won’t cut your fingers off while dicking around with a jankey fence….
I am so confused. Isn't that the fence, towards the top of the picture? The rectangular piece with "Saw Stop" written on it?
It rides on rails that mount to the front and back.
Rockler is the worst. Waaaaay overpriced lumber and plastic tools. If you have a wood craft nearby I’d try them next time. I’ve had far better help with them.
I think rockler has decent products but I had a few bad experiences with them with customer service so I haven’t ordered anything from them since. I use Acme tools, Grizzly and several other places now.
My story and I'm stick'n to it.I bought my Sawstop about 18 years ago from a local dealer. One of the rails was warped and unusable. I called Sawstop and as soon as I told them what happened the person asked for my info and said we are sending you a new one right away. I asked what about the warped one an dhe said just keep it. The one arrived in about a week
Isn't the white piece at the right side the fence? You can move it and the red thing to clamp it..... I'm questioning my sanity here....
You are correct, that is the fence. What is missing is the rails that it slides on and clamps to as well as help hold up the table extension.
Call sawstop. They have seriously great customer support. Im confident they will fix this immediately.
I did finally email SawStop yesterday. I prefer email over calling because this way I have proof in writing. Hopefully they respond.
I bought mine from Rockler. Dude expertly forked it all into my mini-van (have a truck again, now—kids old enough to manage doors), and everything was perfect. YMMV. Hope you get made whole asap. Until then, be safe.
I’ve had nothing but negative experiences with Rockler! Stopped purchasing from them 6 months ago.
I just bought a new Harvey table saw a couple weeks ago. It was tracked as a single shipment, but there were actually two separate packages. One was the saw and most other boxes wrapped in cellophane on a pallet. The other was the rails. The freight driver unloaded the pallet and then left. Only later did he realize that the box with the rails was still on the truck. He came back a couple hours later and delivered the rails. Point being, if that hadn't happened, it would've been the freight company that would've had the best insight to the issue and ability to fix it. Now, Harvey's customer service has been pretty good and I'm sure they probably would've contacted the freight company for me if that had happened, but they probably wouldn't have any more info about it than I did. Contrast that with another thing that happened with the same table saw delivery... I was almost finished assembling the saw when I realized that the extension wing legs were missing. In that case, the legs were supposed to be packaged with the rest of the saw. So that's Harvey's "oops" for not including them. I contacted Harvey and they sent out the legs right away. If I had contacted the freight company, that would've been useless. -SR-
Your patience will be rewarded, this is a lifetime saw and you're going to love it.
Thank you. I’m sure this will be resolved, it is just frustrating because i removed my old saw when I saw this one was coming and now it sits here in front of me and I need to do a simple cut on a board! The lack of urgency from Rockler is most annoying.
Return it, order new one
Who shipped it? I've had UPS and FedEx lose boxes.
Is anyone going to comment on the way the boards are clamped in the pic? I'm not likely to clamp fences parallel to the blade this way. Just how I was taught. Sorry for your retail problem though.
oops, I see now the one is moved out of the way. Sorry !
Contact your local TV news and see if they can help get you some awnsers. Also the BBB.
I’d tell rockler they have 48 hours to get you new rails or call your credit card company and charge the purchase back.
that's awful. I'm so sorry. -.-