I recently wrote a one-star review for "lousy" customer service but am now giving Garrett Wade 5 stars. Right after my review was published, the company's customer service manager contacted me and fixed the problem. They earned me back as a loyal and enthusiastic customer thankfully, because they have great tools.
Offers unique and unusual items not readily available elsewhere. Quality is very good, but some are pricey, as is shipping of small quantities. It's a tool catalog for "boys"! It's one of the many catalogs I get that I always look through to see what's new.
Everything we've purchased from Garrett Wade has always been a treat... usually unique or hard to find, well constructed, handy and sometimes good for gifts. This last purchase was for a garden clipper that allows me to trim our trees without getting on a ladder and can cut pretty large diameter limbs quickly. What a timesaver this is going to be-really a $$$$ saver since we can now trim them ourselves without paying to have them serviced by anyone else! Thank you!
Recently I had occasion to purchase another Garrett Wade product. It was a simple purchase this time of a stand up dust pan and broom. Again, as is always the case, Garrett Wade's products, service, concern for the customer's satisfaction were superior! The only problem I have ever had with their exceptionally good quality products is I have left some, or given some, to others. All of which I regret or have had cause to regret later on. For example I used to live in an area where I had to chop my own wood for the winter. Garrett Wade's "maul" and "axes" saved me much time, even more effort, and made the hard task immeasurably better in every way. I left both of them with my home's buyer, a ranch off the grid in Wyoming when we moved to our present location. I miss those Garrett Wade items. I highly recommend purchasing anyting or everything you may need or want, that they sell. You will not be disappointed!
I first ordered from Garrett Wade in 2015- a weeding tool for my father who has back issues. He loved it, so I decided to try some of their gardening tools out for myself. I am glad I did because I've been using the same set of pruners for 5 years now and haven't had to run to Home Depot for a cheap replacement like I used to. I've never had a problem with customer service as some others have, but I know they're a small operation, so it might happen from time to time. If you're looking for high quality tools for gardening or woodworking, I'd highly recommend. Have had nothing but good experiences with them.
The chain saw sharpening tool was just the ticket for me. A video of it in use on Garret Wades website convinced me that for the cost this was a great value! Now I'm inclined to sharpen the chains when they need it, not when I say OMG! It doesn't cut at all.
I purchased several products online from Garrett Wade. One week later I receive an email that my order had been changed and I was given a refund. When I checked to see why this occurred, I saw that several products were declared "out of stock". It took one week to determine their stock level which I find unusual. I wrote to them and they said it takes 24 hours to check stock inventory. So some where along the line my order was not taken seriously by this seller.
I wrote to them and they actually sent me a snarky reply basically saying too bad for me.
Needless to say this is not the type of company that I would ever do business with again.
Dear Julie, We're so sorry that that you were not informed sooner regarding the items that were not in stock. We are also saddened to hear that someone treated a good customer this way. We can assure you that this will be addressed. Can you please write to me directly at susanm@garrettwade.com?. On behalf of Garrett Wade, I sincerely apologize. I look forward to hearing from you and resolving this issue for you.
Before I retired (Professional Cabinet Maker) I got probably half my woodworking tools from Garret Wade. Always satisfied with the quality and price. Always running into something interesting and fun on the web catalogue even today.
This order was a replacement for a 75' stainless steel hose which after two years of service became defective and started leaking in multiple locations. The hose is advertised as a hose that will last a lifetime, never crimp, never be punctured, etc. The ads do not say lifetime guarantee. Nevertheless, when I called Garrett Wade they elected to stand by their product. GW sent me a new hose in less than two weeks. I'm impressed with GW for honoring this commitment to customer service and product quality.
Thank you for sharing your experience, Christopher! We will always stand by our products and correct the issue for our customers who are very important to us. It's been our pleasure!
I have received the garden tools ordered and love the quality. Due to excessive rain fall in our region currently, I have been unable to use them. I will soon, as I'm into home gardening, planting herbs and vegetables that we would have to purchase when needed. It's easy and rewarding to harvest fresh home grown vegetables.
Items arrived timely and one back ordered item arrived shortly thereafter.
I have ordered from Garrett Wade before and have been satisfied with quality of items.
Hard to provide more insight on current order as they are Xmas presents and won't be touched until
Dec 25th. I expect happy recipients.
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've ordered 4 items from this company this past year. Everyone of them has been backordered. Now I got a notice that they're FINALLY processing the other half of my recent order (which is over a month ago) and my credit card was rejected. It's the same card they processed the original order with and there's nothing wrong with my card. I just used it online twice this morning. I cancelled this final item and will not order from them again. Totally incompetent.
Dear Barbara,
We're very sorry to hear this happened. We're not sure why your credit card was rejected when the order was ready to ship. Please understand that we have had some unforeseen delays. The COVID-19 coronavirus has had a far-reaching impact on global industry and shipping.
Many are struggling to keep up with a surge in demand, but we promise we’re all doing our best.
Our warehouse is running seven days a week in two shifts, and we’re adhering to new protocols to ensure the safety of everyone.
As a customer, you are very important to us, and these delays are not a usual occurrence.
If you are one whom likes quality tools or items which are one of a kind, this is the company to take a look at. I love unique and well made tools that I can't find by other means. From exceptional 19 ft pole saws, interchangeable pole saw/pruners, unique pruners, lovely unique gifts to great wood working glue; I have found an array of superb items at great prices. At 70, a woman, I love nice sharp saw blades that take down branches with ease. Garrett Wade has a little of everything. I can say that I am very pleased with the items I have purchased and I am going to have fun taking down limbs this summer. Quality items. Highly recommend taking a peek.
Thank you so much for your wonderful review of us, Geneva! We're so happy you love our products and truly appreciate your taking the time out to let others know about your experience. Thanks for being such a great customer! We hope you have a terrific gardening season.
The pocket pruner I ordered to replace one I've used for years, but lost, was not cutting well. Don't know if it was dull or misaligned, but GW promptly sent me a replacement and it works fine like the original one.
That's fantastic news, Margaret! It's our pleasure to have rectified the issue for you. May you enjoy many years with the pruner! Thank you for your review.
Great quality tools, I bought some gardening tools from them and loved them. They arrived quickly after i ordered them, they even sent a free key chain as it was my first order. I'm seriously never going to buy crappy tools again, the frustration you get from a new shovel that is blunt after a couple weeks, or the handle to starts to jiggle around. So annoying! Anyway, buy Garrett Wade, you wont regret it, you will just enjoy the great tools they have.
Item picked from a the catalogue and ordered on the internet was a smooth and quick process. This is my second order for these incredible trimmers. With this pair I purchased the holster which is an excellent addition when working outside to prevent accidental misplacement of your trimmers.
The lamp and knives I purchased were as advertised and arrived quickly after ordering. Both items met my expectation and, as past purchases from Garrett Wade, convinced me to stay on as a Garrett Wade customer. I am an old man, living on a pension, so it is important to me that I get my money's worth whenever I buy anything. Garrett ade meets those criteria quite well. J. Vanzo
Thank you for being a loyal customer, James! We greatly appreciate your letting us know all went well and how much you love our products.
As usual, the representative was extremely knowledgeable, courteous, responsive, and was actually fun to talk with. Once we received the items we found what we learned to expect from Garrett Wade, exceptional quality shipped blazing fast! HIGHLY recommended.
I placed an order on October 31,2020. It was easy as 123. I have also received feed back from Garrett Wade confirming my order and explaining that my items have shipped and what items were on backorder. The staff is helpful and polite. I'm waiting for my items to arrive, so that's all I can say for now. However I can see myself doing business with Garrett Wade again as the quality of their products is first class.
Overview
Garrett Wade has a rating of 3.5 stars from 300 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Garrett Wade most frequently mention customer service and long time. Garrett Wade ranks 1st among Woodworking sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you so very much for your thoughtful review, John! We're delighted to hear how much you love our products and that you received great service from our team. We truly appreciate your stopping by here to share your experience with others. We wish you and yours a very happy holiday season!