Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new SawStop CNS saw on April 16, 2023. This included a 52" fence with T-glide upgrade, cast iron wings, mobile base, and dust collection system for a total purchase price of: $3,900.38 (including the $290.00 shipping fee and ****% MA sales tax). Rockler is a preferred vendor of the SawStop product, and I purchased a new saw through them.The saw was shipped 4/20/2023 via YRC standard freight (Order # S10308271). Upon delivery of the saw, some of the boxes had visible indications that they were partially dented (minor crushing). The top box containing the rails was torn and had signs of scratching upon first glance, but did not show immediate signs of severe damage to warrant immediate refusal of the package. As someone who owns a scientific company that receives dozens of freight shipments monthly - the condition of the packaging was not out of the ordinary for a freight item shipped in a cardboard box. The freight delivery slip was signed and the slip was clearly marked as having a few crushed boxes. Again, the extent of the damage did not appear severe at first glance, and I figured Rockler or SawStop would help replace any broken parts as per their guarantee and warranty.When I assembled the saw, I found severe damage to the rails and fence system in addition to the motor being unable to start. I called Rockler to begin a claim and was told to write to their ********************* The ******************* has provided minimal support (only replying every 3-5 days) and they concluded that neither Rockler nor SawStop will help refund nor replace any damaged parts as I did not properly fill out the delivery slip to their exact specified verbiage. This is absolutely ridiculous and no company I have ever worked with has denied responsibility for damaged goods, especially with the provided evidence. Rockler needs to step-up and make this situation right as I am extremely frustrated and dissatisfied with their resolution and service.

  Business Response

  Date: 06/02/2023

  June 2, 2023
  
  **************************;
  ************************** Manager 
  **************************************************************
  Phone: ************
                   
  Re:         *********************
  75 *******
  *******, ** 01921
  Daytime Phone: **************
  E-mail: *****************************************
  
  Dear *******:
  
  Thank you for your recent letter regarding Rocklers customer, **********************
  
  *********************** vendor, Sawstop, sent replacement parts at no charge to resolve the issue with the saw. The refund for the canceled merchandise is on hold pending cancelation of the chargeback.  As of this date, we currently see the chargeback as active, but once it is updated to canceled, the refund will be released.  
  I would like to extend my sincerest apology to ************** for the challenges he has incurred and assure him that we do value his business and appreciate having him as our customer.
  
  Very truly yours,
  
  *************************, COO