Garrett Wade Reviews 

The below mentioned review was actually settled with an Actual Replacement of the item in question, Thank You Garrett Wade for backing up your warranty on your Expensive products !!!
They say their products are the highest quality and they guarantee it for up to a year but wouldn't you know it that just within a week of the warranty the item starts falling apart & they offer me a $5 coupon... Really? Never again Garret Wade

They have turned into a terrible company! Placed an order for multiple items and they short changed me one item for $16.oo out of an $80.oo order! They tried to put me through hell verifying the order. Even wanted mr to send pictures of what they sold to me! They will never see me or my friends again! If you are wise, you will stay away as well! Garret Wade! KEEP YOUR JUNK!!!

BUYER BEWARE OF GARRETT WADE. I bought Garrett Wade's Ultra Tough Hose Reel, within weeks the hose burst in several areas. The hose itself was weak throughout. I contacted GW and sent them pictures of their faulty product. They said to return it and they would review it to see if they would offer a refund. Once the hose reel was returned they said they couldn't issue a refund because it was returned, "dirty, broken, and used". Their product, that they sell BROKE, while IN USE. I don't know if they expected me to clean and fix their faulty product, but it's entirely unacceptable to not stand behind their items. It has been a fight ever since. They offered a replacement, but who wants a replacement of a junky product? I'd rather eat the cost rather than deal with them again. They also continue to remove my reviews from their site. Again, BUYER BEWARE OF GARRETT WADE.

On 3/1/25 I bought a “Beechwood extendable ladder” from Garret Wade. Shipping and handling was $16.00 and with tax the total was $290.54.

GW’s Return Policy states....you may return any item within 90 days... We pay for the return shipping costs if you use the prepaid label generated by completing our online return process.

On 3/5/25 I received the above item:
1. The delivery box was seriously damaged. Both long ends were torn and bout 50% of the square footage of the box was held together by packaging tape which had broken open. See photos
2. There was no Owner’s Manual.
3. The ladder was broken. See photos
4. The ladder was not wood.

I took photos and notified GW and the CS representative sent a return UPS label. But the instructions stated that the item had to be taken to UPS boxed.

I called GW CS and told them that I cannot return the ladder in the delivery box as it was too damaged. The agent said to take the ladder to UPS and pay for a new box and send GW CS the receipt. S/he said that CS is not authorized to reimburse me for the cost of a new box but would issue “store credit.”

But the S&H for sending the item was $16.00, and not wanting to argue over what I thought would not be more than that I took the item to UPS with the return shipping label. But the UPS clerk said that a new box would cost $97.00 + tax. I called GW CS and sent a copy of the receipt for $102.82. He offered me store credit for the amount.

I told him that store credit was not acceptable as it forces me to spend more money at their store. I requested a check for $102.82; and if unable to do that to please escalate my complaint to whomever does have that authority. But the complaint was never escalated and by 3/25 I asked when can I expect to be paid. The reply from Melvin was that they are "investigating" and that I needed to "be patient." I was not told what they were investigating.

On 3/19/25 I again requested information on the nature of their investigation and how long it will take. I also sent a copy of the GW Return Policy and received a reply from Rene stating that I had to "be patient… this takes time." I then asked for an estimate of the anticipated time. Rene replied that they do not know... I just needed to be patient.

As of 3/22/25 GW has refunded the original cost of the item but has not reimbursed the $102.82 that I had to pay UPS for a box in which to return the item sent in a box so severely damaged as to preclude reuse. Today is 3/26/25 and I still have heard nothing from GW.

I needed very sharp, and most importantly, long-lasting scissors. I bought several sizes of scissors from Garret Wade. I was surprised that they came really poorly packaged - not high end at all. But, after 6 months the pair that I use most (maybe twice a week) has become dull and has rust spots. I use it for cutting cotton, band aids, and bandages. Unacceptable. The other pairs are in emergency kits and have not been used. Also, spam: I receive frequent unsolicited emails from Garret Wade as well as paper junk mail.

I tried to order from a $100 gift certificate. I requested a catalogue (twice) and none came. I tried working with the website and found it to be clumsy, often locked up and required drilling down several layers only to find that item was out of stock. Ordering was incredibly arcanine. I gave up and tried for a refund - Nope - they knew better to let you out w/o buying stuff you really don't want. Shop around - you can do better elsewhere.

I am done with this company. I can think of one, maybe two products I've ordered that haven't been disappointments. Orders have been shipped with items omitted that were out of stock, without my being notified so I could decide if I still wanted the order. One order disappeared entirely, and one arrived with items missing and others I didn't order. Returns have gone unacknowledged and unrefunded until I hassle them repeatedly (and once only after another bad review here). The chat bot on the website is useless, and I don't remember when I last chatted with a live person. Most recently I had an all-metal hoze nozzle that cost $100 split open, but so sorry...it's out of warranty. How about standing behind your products? A nozzle that is supposed to be worth $100 should last a lifetime. Quality, European-made products? My foot...I'm done.

Utterly disrespectful packaging of the items I bought. They were too lazy to find a suitable container for my set of Japanese saws, so they just bent and crammed them into this tiny box, damaging them.

In Nov. I ordered the Everyday Garden Set as a gift for Christmas & it arrived 4 Dec, but without the sheath to cover the soil knife. Sheaths are for safety. My initial phone call was not returned, the 1st of 13 or 14 emails began on the 4th & to no avail. Further emails back & forth on the 8th & 10th when informed that the item would ship with 3-7 days. It didn't arrive on the 17th. On the 23rd I had the first professional, decent customer service phone rep. & learned that the item had been out of stock all along (so kit was sent knowing it was incomplete). On the 24th a customer service email sent a tracking link and the writer claimed the item had been processed on the 12th & was shipped yet the tracking link stated that it had not been shipped. The writer wrote that they appreciated my "honest review" yet s/he lied about the shipping & the review was not posted on the website even as another review (positive) of the same date for a different item was posted.
The entire situation was preventable, GW had three options: 1) Not advertising the product because of the issue with inventory
2) Informing the customer than an item was out of stock & the kit would be available immediately once all components were in stock
3) Including a note with the kit that the sheath was out of stock & would be sent immediately as available

As per the reviews, it appears that others have recently purchased the same kit.

I've been a low-value customer so my decision to not ever buy from GW again is irrelevant. I don't have the sheath & I cannot get the time back.

I was sent something not even close to what I ordered. When I reached out to customer service they asked me to send pictures. I did, then they told me to go to their returns page to set up return, and informed me that it would be three weeks after I return the item to get a refund. They were now sold out of the item I ordered. Then to top it off they inform me that they would not be refunding my shipping cost. Worst customer service ever. Do not do business with this company.

ordered a clearing axe on the website and received 10 days later a full sized splitting axe

Never buy anything at this company.The28y take your money and nothing happens.I ordered 4 doormats 3 months ago and I never see anything,

So, I bought a Garret Wade pocket knife earlier this year. It was horrible, wood handle was splintered, blades would not close properly, the 2 baldes were so dull, they would not cut a fart. They did not stand behind the product, but did give me a partial (50%) refund and said not to send the knife back to them. They sell only chinese junk tools.

Bought an hose and it immediately started splitting but kept working, for just over a year, which is conveniently when their warranty expires. Sadly, the customer service was even worse. Garrett Wade claims, “At Garrett Wade, we provide fine tools made by renowned artisans worldwide,” which they clearly don’t want to live up to. Needless to say they’ve lost a previously faithful customer for life.

Last Christmas I purchased a pair of expensive hand clippers for my daughter. The blade broke after minimal use and she hasn't had any satisfaction from customer service. This June she bought me the same pair and yesterday the spring broke and fell out of mine.

Garrett Wade is a company that represents itself has having the best of the best and advertises all of their products as such with a premium price tag attached. They attempt to establish this representation on the durability of their garden tools. I have a pair of their "most popular" Premium Ratcheting Loppers that have that I started using the spring. The telescoping handle on one collapses every time your reach overhead to prune and last week the handle just detached itself from the head. There is nothing there fastening them together. I am quite sure this a common problem. I reached out to the company and said that without an invoice for proof of purchase (I received these as a gift from my son) they would do nothing. Of course it has Garrett Wade molded onto the handle grip but I suppose it could be from another company. Right to the notation Made in China.

Terrible service. Garrett Wade has a program in which customers get points for each purchase made. I have been trying for many months to use or redeem my points, only to have their program not work, so I wind up having to make the purchase without the benefit of redeeming any points. I have emailed and called the company multiple times in the past, to no avail, wasting enormous amounts of time. I explain the problem repeatedly, but no one ever fixes it. Only moments ago when I said to the person on the phone that I was about to go to the better business bureau, did the person named Kay say that she could schedule an appointment for me to speak to a manager. All the other times I hit a zero. Garrett Wade needs to fix their broken software program and make it possible for customers to redeem their points. When you attempt to place the order via telephone, to speak to a human being, and ask them to apply the points on your behalf, they say that they can't. It's a zero, no matter what I do. They have undermined their credibility by utter disconnect, which is a shame. Very poor business practices!

Poor packaging, Box damaged during shipping but not because of the shipper, damaged from a lack of packing properly. Damaged and/or used merchandise. Customer Service is not in the US and there is a communication issue, didn't understand that the tracking I gave him proves they received my package. I'm disputing the charge on my credit card Monday morning. The menu system you get if you call them mimics a TV Sitcom where a live person never answers any extension you choose. This could be on Candid Camea

Sent wrong item. Held my correct item or refund hostage until I spent my time and fuel to travel to the Post Office and mail back their mistake. Don't shop with them. Terrible customer service. They don't follow their own written return policy. It states the item "purchased" has to be returned for a refund. I didn't "purchase" the wrong item sent. They maintain the idea that "purchased" and "received" are synonymous. I told them I would place the item on the porch for pick-up. They told me it would cost me $10. I told them to pay the $10 they said no, I had to travel to the PO to mail them back the wrongly shipped item.

My partner and I bought a pair of Tre Spade wood salt and pepper shakers about a year ago. They arrived perfectly. Recently we ordered another set to give as a gift. They arrived in a thin plastic envelope and both were damaged with several nicks and chips. We immediately contacted Garret Wade and sent photos. They agreed to send another set. That set also arrived with several nicks and chips in the wood and again were sent in a single ply plastic bag. Their shipping department is obviously not concerned in getting items delivered in perfect condition. Unfortunately we won’t shop with Garret Wade in the future.