Rockler Companies Inc

Good Afternoon Mr. [redacted],Rockler Companies is currently in the process of researching this purchase made by Mr. [redacted] on August 8, 2017.  Upon completion of its research, Rockler Companies will provide you with its response.  I anticipate our response back to the Revdex.com during the week of...

November 6, 2017. Thank you. Beth [redacted]

Dear Mr. [redacted]:   Mr. [redacted] purchased a Next Wave Technology CNC Shark from our San Diego store on August 8, 2017.  On October 6, 2017, Mr. [redacted] went to our San Diego store to return his CNC Shark as he was having operational issues with the unit.    On October 7, Rockler’s San Diego Store Manager, Mike [redacted], spoke with Mr. [redacted] and requested the opportunity to speak with the manufacturer of the CNC Shark in an effort to resolve the issue, at which time Mr. [redacted] stated he would give the unit a try and get back to us.    On October 11, Mr. [redacted] brought the CNC Shark to the San Diego store and requested a full refund of the unit.  Because Mr. [redacted] had paid cash for the unit, Rockler processed his return as a “Mail Check Refund” for all owed monies in accordance with Rockler’s company policy on large cash refunds.    On Friday, October 27, Rockler Companies over nighted a refund check to Mr. [redacted] in the sum of $4,638.49, representing a full refund on transaction #[redacted].   If you have any questions, or need additional information regarding this matter, please feel free to reach out to me.   Thank you. Beth [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Dear Mr. [redacted]:   This email is in response to your letter dated October 23, 2017 to Rockler Companies, Inc., Attn. Ron [redacted], regarding the above-reference.   Rockler Companies sincerely apologies for any confusion or frustration these competing offers have caused, in addition to...

Rockler’s customer service associate not being aware of the $15 gift card promotion. The $15 gift card was a promotion that was run for a limited time to very few affiliates as a test, so it was not widely known to Rockler’s customer service associates.  While the offer did state that it could not be combined with other promotions, I do understand Mr. [redacted]’ position that he didn’t feel like the free shipping offer for email subscribers should not be considered another offer.  Rockler’s operating system relies on promotion codes to drive free shipping, and since we offer this as a reward to email subscribers, we cannot automatically apply free shipping without the code. Rockler Companies will be sending Mr. [redacted] a $25 Rockler gift card as a thank you to him for bringing this issue to our attention.  Rockler Companies does not have any current plans to offer other promotions other than free shipping, but if it does, we will try to make it more clear on how it can or cannot be used with free shipping. Please feel free to reach out to me if you have any additional questions or comments.    Thank you.   Scott [redacted] VP Marketing Rockler Companies, Inc. | [redacted] | Medina, MN 55340 Office: ###-###-#### s[redacted]@rockler.com| www.rockler.com

Hello, We have been in contact with this customer directly. He was refunded in full for the lost package. Thanks!