Garrett WadeReviews 300

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 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've made several purchases from Garrett Wade over the years - one of my favorite product groups is their nylon-jawed Japanese pliers. I also bought a pair of "beefy" thread-breakers (for sewing, not nuts and bolts!) The working ends of the thread-breakers look pretty conventional (who knows, they may be superior metal, etc) but the nice handle makes them easier to use than the cheap ones available typically.

Recently, I saw a promotional pop-up for a free item and clicked on it, thinking that was all that was required. I completed my order but did not receive the free item, apparently because there was a two-step process of first clicking the pop-up and then copying a special code to the order form.

When I contacted Garrett Wade they sent me the promotional product and explained the two-step process that I hadn't noticed.

So, all's well that ends well and I expect to continue as a customer.

I have been a Garrett Wade customer since the 1980's! I have been because of the quality of tools and merchandise offered. An excellent company that strives to meet my satisfaction. They do listen and that's a strong enough reason for me to continue to do business with Garrett Wade!

I placed my order on June 10,2020 and it was to include a "free gift". I received an email on June 13 stating my order was shipped. It arrived a few days later but it was only the "free gift". I let another few days pass and still no order. I finally contact Garrett Wade and get a response in another few days telling me my order is delayed until mid August. So far not great service. It shouldn't be up to me to keeps tabs on my order. They have my money - all I have is a free gift.