Garrett Wade Reviews 

Delivery took more than the 3-5 days (8days). Delivered to the wrong address. Wrong item finally delivered. Requested order to be cancelled and refunded. No refund as of yet.

Had I consulted Trust Pilot first I would never had made a purchase from Garrett Wade. At this point, the story is familiar. They took my money - $154.35 - and never sent the product. It's now been four weeks and don't have what I ordered. At first, they "generated a shipping label" but never made the shipment. After two weeks I reached back and they said they would ship the item. Then I received a different, much less expensive part of the item. I'm now working with my credit card company to get my money back from Garrett Wade.

Placed an order in January for four tool items all shown as in stock. A couple of days later (Jan 18th $266.97) a debit appeared on my credit card. When checking the shipper all it ever showed on the carrier's website was "shipping details received" After no change in status for 3 weeks phoned Garrett Wade. Spoke to someone and explained the situation. he said that someone from "investigations" would get back to me but might take a day or two. After a week I had heard nothing but did receive a credit on my card (Feb 23 $251.94) but approximately $15.00 less as exchange rates (Canadian Dollars). Would have preferred to received the tools even if re-shipped a month late. I received no explanation and was never contacted by Garrett Wade as promised by the Customer Rep. It would appear from the limited info from the shipper that the items never left the warehouse.

The $15.00 lesson from the experience is that I will not order from Garrett Wade again. Customer service does not keep their promises and they clearly have issues in their shipping department. Will stick with Lee Valley in the future for tool purchases.

Company deducted funds from my account yet 10 days later nothing. No products, no emails regarding status, nothing until my 3rd phone call. Their response...oops we didn't send and one item they don't have. I am now in contact with our Comptroller and Attorney General. Can't take funds out until items have shipped

I ordered Master-Select Crafts Tool Set because it had a nice variety of tools. Unfortunately, the quality of the tools is disappointing. The tool case came broken with some of the tool accessories loose and the hammering block completely ripped out of the case. Small handheld vise after first use the handle broke off. The hammer has a massive dent on the striking surface and the small metal sheer latch is completely powder-coated shut. I'm not sure what is going on, but the quality of these tools is subpar even for Chinese manufacturers. The worst thing about it is that I left a review on their website and it was gone in a matter of minutes. This was my first and last time shopping at GW.

I ordered a hand carved duck call from the beech Branches of England. I never received a confirmation email with my tracking order number. Yet, I have been charged for it. I emailed the customer service address that was provided on the website and I still have not received a response with the details I need to ensure my order is complete. I have never experienced this before with any online ordering.

The level of customer service with this company is horrible. Agents are not friendly. I was even told that the reason for delay was being that the warehouse staff in New York all quit. Really? It’s a shame because the products offered by this company are high quality.

I purchased a paring knife from Garrett Wade. After a single use it started having stains on the blade. Since I generally oil my knives after each use I was a little diappointed. Garrett Wade solicited a review so I mentioned my problem. Within 24 hours they contacted me and said they had not had that happen so it must be defective and they would send a new knife annot to worry about sending the old one back. no further questions asked. With in a week I had my new blade which shows no inclination to stain. I wish more companies were like Garrett Wade. Willing to stand behind their products and put their customers first.

Awesome people to work with! Top quality merchandise! Customer service is one of the best if not the best!

I've ordered several things from Garrett Wade. They sell a lot of hard to find high quality products. Any time I have some common cheap made household item break, I go straight to GW and see if a high quality version is available. More times than not, it is. They also have fast shipping and great customer service.

I ordered the wrong item and immediately requested a cancellation, that they would not acknowledge. The order was confirmed to not have been shipped, however "once it is in the warehouse they have no control over it". This screams horrible Customer Service. I'm already disappointed with the product based on this experience alone.

FF>> 1 week...
After writing a poor review, I spoke with a new CS rep(Susan) who was able to refund the full amount and include a return label with my errant order. I'm not certain why they could include the return label, but not cancel the order, however the end result is to my satisfaction. I will write a new review on the product once received.

They claim to have exceptional quality, however the first item I purchased, a garden hose, lasted one year and exploded. Since it was just over a year old they wouldn't stand behind the product. Disappointing products and disappointing they wont stand behind them.

Bought a light weight garden hose. In under a year, it leaked: from the nozzle end back 18" along the seam. The nozzle also separated from the hose.

Unfortunately, I was distracted by a family health crisis and reported the leak shortly after the year warranty had expired. They did not stand by this product.

I have garden hoses over 15 years old. I did not expect this one to give out after one growing season. Ridiculous.

After inquiring about repairs, they gave us info to a website with some directionsee how that goes.

All in all, very disappointing quality and the response from the company was lackluster.

Update: After multiple wrong/missing orders, having to return cheap, low-quality products and getting nowhere with customer "service" I stopped ordering from this company and unsubscribed from emails and print catalogs. They may have been a reputable company a long time ago but they need to get their house in order. I thought I'd updated this review a long time ago and I'm surprised I ever gave them even 3 stars.

This company seems to offer carefully curated, quality products, but their returns department (if they have one) either needs work at best or is outright dishonest. Several times I've had to send something back and used both the return slip and return label, and not only do I have to contact the company to confirm that the item was received (as they don't tell me) but I've waited weeks and weeks for a refund. The chat bot is terrible as it requires you to "select an option" without listing them, and when I do get live person still nothing is resolved. On one recent occasion I did at least three live chats over the same return, the first two of which I got a "we'll look into this," and never heard anything again. I did finally get this resolved but most recently I returned an item my husband had ordered, and I've been able to confirm that it was received but it's been over 2 months now and we still haven't been issued a refund. Are the people handling these really that backed up, or are they hoping we'll forget that they still have our money?

In the past, I’ve considered Garrett Wade very high quality merchandise. I ordered a pair of ratcheting pruning shears, assuming the same quality standard. I was okay with paying high shipping costs, figuring I’d be pleased with the tool. Not so. The item was made in Taiwan, with poor manufacturing tolerances and lots of plastic. They went right back. I could buy better at Home Depot. That’s a sad commentary.

[after response:] I'm an engineer. The blade didn't meet the strike plate evenly. The racheting mechanism is lightweight. Those are fatal flaws, IMHO.

I purchased lopping shears with handles that extend.
the plastic buttons that release handles to extend are of poor quality. One broke and now the handle will not lock into position. I called Garrett Wade and they told me they do not have capability to repair their products but would gladly sell me another pair. I will not purchase anything else.

I returned an item and failed to put my return slip in there, but used the UPS slip. Because I can't find my UPS slip they are refusing to give me credit. When the item was received they should be able to tell who the customer is by the UPS slip. When I inquired via email thinking it would be simple they customer service reps were clueless and didn't even try to help.

I'm so used to Amazon, I ordered something for a gift, and hit enter, then realized the address was wrong, no problem right, just immediately correct this. NOT WITH GARRATT WADE!! NO Way. I had problems with them before, and forget. Dang they got me again! Michelle L. is a horrible person.

I'm really surprised by all the negative reviews of Garrett and Wade. I've been a customer for many years, and found that they have really interesting and innovative products. I've purchased many of their hand tools (Yankee Drill and Screwdriver, German Hand Drill, etc.), knives, knife sharpeners, a chain saw chain sharpener, and many other items (I'm a picky tool nerd, and I use everything I buy). I've found their quality to be excellent, and I've never had an issue with shipping or customer service (shipping can be a bit slow compared to Amazon, but it isn't unreasonable). I also have a couple of the Gerstner chests which are bloody awesome (one holding my knife collection).

They can be a bit pricy on some items, but they are usually unique items not found elsewhere, and are made of good materials (quality stuff). So good, durable things that stand the test of time cost money. If you want to go cheap, take your chances with Chinese crud and you'll be rebuying the same item over-and-over again every 2-3 years (I prefer to spend on things that last). My Garrett and Wade products last; they do what they're supposed to do; and to me they're well-worth it.

Their claimed 90-day return for full refund policy is a farce and a rouse. The amount credited is always either shorted and in some cases they claim it's been issued despite the fact that it never shows up as credited back to the credit card used to make the original purchase. What's worse is their customer service reps are totally rude, stubborn, unwilling or flat-out intellectually incapable to understand the situation, and in the end a totally useless waste of hours upon hours of time being argued with, placed on endless holds, followed by more rinse and repeat of the same with no resolution ever accomplished. Totally impossible to deal with. Stay away from this pack to crooked nit-wits!

Updating this review to add a few stars solely because of the excellent resolution provided by Susan to fix everything. Best to always contact GW's customer service during weekday business hours and avoid weekends. If you ever get Ed, Darryl, Natalie, or supervisor Melvin then hang up and dial back in to get someone else.