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Forum topic by James Gallo posted 03-05-2017 10:38 PM 940 views 0 times favorited 21 replies Add to Favorites Watch
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James Gallo

68 posts in 1949 days


03-05-2017 10:38 PM

I received a wonderful Christmas gift from my son and his wife. Totally unexpected and an awesome surprise, I opened up a box containing a custom branding iron from Rockler.
I was so excited, I still haven’t stopped thanking them.
I carefully filled out the form for the custom name of my woodworking business. It was a coincidence that the limited 20 characters was exactly the amount of letters and spaces in my business name.
I received the custom head today, and to my dismay, the lettering was wrong. Plus, they only gave me 19 characters instead of the allotted 20.
I immediately emailed them (orderbrandingiron.com), informing them of the mistake. The CS rep was not helpful at all, telling me that I was the one that made a mistake and they are not responsible. No questions about what I requested nor any effort to rectify the issue.
All that was said was “No Refunds/No Returns”.
I begged them to at least look into my issue, but they were right and the customer is wrong.

I then contacted Rockler , and told them that the company that they source their heads from “orderbrandingiron.com, were not customer friendly. In fact, the rep had a nonchalant attitude without actually saying “Tuff Luck Sucker”. Rockler stood behind their source for the branding iron head, saying they rarely make mistakes!

I average between $1500-$2000 a year in purchases from Rockler, and since I can’t find any resolution to my issue, I will never spend another penny there.

Woodcraft just opened a store in my area. Rockler is one hour drive for me. The new Woodcraft is 1.5 hour drive, but I will make the sacrifice.
I’m sure some of you have had good experiences with Rockler branding irons, and Rockler in general, but I
just thought I would inform you all of my experience.

Jim

-- Jg, Pittsburgh


21 replies so far

View Rich's profile

Rich

1984 posts in 428 days


#1 posted 03-05-2017 11:14 PM

Thanks for sharing. That sort of information definitely influences where I choose to do business.

I ordered my branding iron through Lee Valley. They were prompt with responses and were the contact point, not the company they farmed it out to.

-- No matter how much you push the envelope, it'll still be stationery.

View Jack Lewis's profile

Jack Lewis

208 posts in 917 days


#2 posted 03-05-2017 11:18 PM

I think that Rockler monitors LJ and if enough of the gang got behind you and stated their support of you, Rockler would have their vendor correct the mistake. I notice that Rockler saying “RARELY” which isn’t never! I suggest you present a copy of the order here in. How about it guys and gals. Together we have power.

-- "Now we are getting no where, thanks to me"

View BurlyBob's profile

BurlyBob

5066 posts in 2104 days


#3 posted 03-05-2017 11:46 PM

Sorry to hear about your bad luck. Really makes me glad I bought mine from Custom branding irons. Those things aren’t real cheap no matter where you get one.

View Ripper70's profile

Ripper70

614 posts in 747 days


#4 posted 03-05-2017 11:51 PM

If the gift was purchased with a credit card you can have the charges rescinded by calling and lodging a complaint (at least with AmEx you can). I don’t think you should let them get away with it.

As for Rockler, I recently received an email from them and saw an ad for that branding iron. I considered it as a gift for a friend but forget that now. I’ll take my business to Lee Valley as per RichTaylor’s referral.

-- "You know, I'm such a great driver, it's incomprehensible that they took my license away." --Vince Ricardo

View Rick_M's profile

Rick_M

10640 posts in 2219 days


#5 posted 03-06-2017 01:59 AM

Dispute the charge if you used a credit card and make them produce the order form. If not crawl up someone’s rear end and squawk until you get their attention.

-- http://thewoodknack.blogspot.com/

View Carloz's profile

Carloz

981 posts in 430 days


#6 posted 03-06-2017 02:43 AM

Once I got similar attitude from an airline company when they lost our luggage and made fun of me when I tried to resolve it. One call to the credit card company (Amex) and we traded places. Now they were begging me to accept their compensation.

View Madmark2's profile

Madmark2

373 posts in 427 days


#7 posted 03-06-2017 03:19 AM

Get a cheap (under $200) laser engraver and lase anything you can find a picture of on the internet or you can scan.

It’s comparable in price to the branding iron but 1000X more versatile.

M

View James Gallo's profile

James Gallo

68 posts in 1949 days


#8 posted 03-06-2017 11:56 AM

I forgot to mention that their resolution was for me to purchase a new head, saving me the cost of buying the whole setup. But it was a gift, and a gift isn’t supposed to cost you money. I didnt make a copy of my order, but I do know the name of my business, and made sure the name contain the correct amount of characters including spaces. I suppose I could have made a mistake, but I triple checked. I really gave up on getting this resolved and don’t want to cause my son and his wife the credit card hassle, so I’ll just eat it. I even told Rockler that I was going to post on the forums, but no response!

Thanks Jack for sending that letter!
Madmark2, that laser engraver work is awesome!!!

-- Jg, Pittsburgh

View Nubsnstubs's profile

Nubsnstubs

1207 posts in 1569 days


#9 posted 03-06-2017 01:26 PM



I forgot to mention that their resolution was for me to purchase a new head, saving me the cost of buying the whole setup. But it was a gift, and a gift isn t supposed to cost you money. I didnt make a copy of my order, but I do know the name of my business, and made sure the name contain the correct amount of characters including spaces. I suppose I could have made a mistake, but I triple checked. I really gave up on getting this resolved and don t want to cause my son and his wife the credit card hassle, so I ll just eat it. I even told Rockler that I was going to post on the forums, but no response!

Thanks Jack for sending that letter!
Madmark2, that laser engraver work is awesome!!!

- James Gallo


If you think you’re right in not making a mistake, demand they send you a copy of you original order form with your drawing/sketch/details of your 20 characters. If one is erased, reducing it to 19, then who is to say whether you or they erased it, but don’t give up. .............. Jerry (in Tucson)

-- Jerry (in Tucson) www.woodturnerstools.com

View James Gallo's profile

James Gallo

68 posts in 1949 days


#10 posted 03-06-2017 02:54 PM

Madmark2, what brand of engraver are youvusig to do that beautiful piece?
I did a search and all I could find were units costing $3000-$30,000. Way out of my price range.

-- Jg, Pittsburgh

View pontic's profile

pontic

505 posts in 447 days


#11 posted 03-06-2017 03:10 PM

I have a branding Iron, don’t use it any more. People want my woodburnt signature on their piece don’t care about the Logo branding. I’m a one man shop with custom orders only. So I sign each piece. If I was a production shop with more than one craftsman then a Branding Iron would be good. It will iron on your “brand”

-- Illigitimii non carburundum sum

View Mikesawdust's profile

Mikesawdust

324 posts in 2878 days


#12 posted 03-06-2017 03:17 PM

I gave up on Rockler when I found their shipping charges to be really excessive. I ordered Brusso hinges from them for small boxes. They charge shipping based on the price and then charged me an extra $20 for being at a military APO address, there are other companies that would not charge me $40 for mailing me an envelope of parts.

-- You never cut a piece to short, you are just prepping that piece for a future project

View Lazyman's profile

Lazyman

1506 posts in 1226 days


#13 posted 03-06-2017 04:15 PM

I agree with the above. The squeaky wheel gets the grease. Contest the charges, force them to look at your order form and prove that it was your mistake not theirs. If they don’t make it right, there are several online review sites for telling it like it is. I would also post a review on the Rockler website. You might also post a review of both the branding iron company’s and Rocklers’ customer service here on LJ.

-- Nathan, TX -- Hire the lazy man. He may not do as much work but that's because he will find a better way.

View Dward67's profile

Dward67

15 posts in 305 days


#14 posted 03-06-2017 04:18 PM

I can tell you that I received the same mailer and was planning on ordering one but after reading this I will just take my business elsewhere. Based on your description it sounds like the company has had this problem before and an SOP on dealing (or more likely avoiding) with the issue. Sad

-- Is it plugged in?

View llewel's profile

llewel

14 posts in 291 days


#15 posted 03-06-2017 04:41 PM

I guess I was lucky. I got the branding iron from Rockler for Christmas and the head came back perfectly. Sorry for your misfortune and I think they should make it right. It’s just good customer service.

Llewel-Kingwood, TX

Under certain circumstances, urgent circumstances, desperate circumstances, profanity provides a relief denied even to prayer.
- Mark Twain, a Biography

-- Llewel, Texas

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