Garrett Wade – Cashback, Rebates & Rewards

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'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.

UPDATE: Garrett Wade did reach out to me and I’m happy to say they made things right and I’ve adjusted my review rating. I said it below, but I’ll reiterate that they have quality tools and I will recommend a look at their catalogue of products. Garrett Wade has fantastic products. As long as you don’t have an issue with your order, it’s a great company. When there is an issue, buckle up. In my instance an item ordered ran out of stock and was put on back order. A month later, I called for the status only to learn it was canceled. Two representatives could not tell me why, but I could still order it online or through them. Two weeks later, my order was canceled a second time and a second time, I didn’t receive any notification. At the time of my second call, the product was still on the website for purchase on back order with an estimated shipping time of two weeks. After speaking with Carol, a supervisor, she told me “these things happen” and it wasn’t their fault. How is it not your fault that you canceled my order twice without telling me and the company still hasn’t pulled an out of stock product? I asked for a gift card or discount code or some sort of good-will and she told me that wasn’t possible but she was trying to help me resolve the issue. How can you help then? After going round in a circle with her, she stayed on the line but simply stopped speaking. She obviously was not allowed to hang up, but this was ridiculous. Again, great products are offered but beware of the customer service team. As for me, I’ll stick to the local home centers going forward.

I like to do home gardening (think double-digging, mulching, repurposing mow strips, etc.) I had a gardener friend recommend this company for getting good quality tools online. So far I've only been impressed; I've purchased spades, pitchforks, brooms and other various and sundry tools. I heartily recommend them if you like to work in your yard and appreciate tools that don't break after a few usages. Cheers! Drew