I can certainly understand Jim's frustration and ire. In the case of Rockler and some other retail tool sellers, the reasons may be as Otis describes. OTOH, it may be the culture within the company. i.e., Over a week ago, I ordered a Freud router edge guide from an online supplier in CA. When several other orders placed the same day, from different suppliers, had arrived, I became concerned and called the co. in CA. I was told by the owner that they were out of stock and a new shipment wasn't due in their warehouse for two weeks. Now, he has my phone#, PO mailing address and email address. Some notification of the delay would have been appropriate, I think.
As to Rockler specifically, I've ordered several items from them and have had no problems. However, I've not needed to return anything, either. A couple of times, I've ordered items to be delivered to a store for pickup (saved shipping) with no difficulty.
On the bright side and, to give credit where credit is due, Amazon, Peachtree, MCLS, and Lee Valley, to name just a few, are outstanding in their customer service.
'The true soldier fights not because he hates what is in front of him, but because he loves what is behind him.' G. K. Chesterton
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Last edited by Gene Howe; 09-19-2013 at 12:24 PM.