Garrett Wade

I tried to purchase a product on the Garrett Wade website and I was confirming my order when I was suddenly directed to a new page that states "Error w're currently having technical issues please try again later". I tried to order the product a second time and the same thing happened so I gave up purchasing the product from Garrett Wade. I then received an email saying thank you for visiting the Garrett Wade website we noticed you have items in your cart and we've reserved them. Anyone with common sense would think "ok my order didn't go through". Instead I received 2 emails two days later saying my items have been shipped. I never received a receipt for the purchased that apparently went through during the technical difficulties. I called Garrett Wade and talked to three different people who all said the same thing "ma'am there's nothing we can do". I even spoke with a supervisor who sounded like she was half asleep and could care less about my situation. Absolutely ridiculous customer service and website. To anyone in the future considering ordering anything from Garrett Wade DON'T. I don't care if there are positive reviews posted on this site the amount of stress and frustration is not worth going through trust me.

First, the company makes good quality tools and I am happy with all the tool purchases that I have made. I recently gave a poor review regarding my experience with a return that was not acknowledged and what I felt was poor customer service. After posting the review however, company representatives promptly contacted me. It turns out that the company had gotten more than one new computer systems and the order form, the back of which I was supposed to fill out, was blank. Not having filled it out the company had no way of identifying the customer who made the return. After speaking to Joe, who BTW is a fantastic guy and a lot of fun to talk to, they issued a full refund to my credit card. Susan was also wonderful and pleasure to communicate with by email.

So at this point, once again I stress that the quality of the merchandise is outstanding but they are currently having problems with their computer system and return process, which should improve in the near future. It is a real plus that people, real people, who work there reached out to me promptly and put forth great effort to rectify the problem.

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.

I was so happy when I saw a PAID RETURN sticker included in the package. This indicates Mr. Garret Wade is a kind and an excellent business man. Bless you Sir.

Half of the new catalog has products from Europe, Japan and off course from USA.
The super GREEDY china MUST LEARN to do a proper business in USA and the rest of The world. China you MUST Copy the BUSINESS CONDUCT MODEL of Mr. Garrett Wade.

Do not make MEDIOCRE, INFERIOR products and Charge MAXIMUM prices. IT NEVER WORKS IN USA and other advanced countries.

While I've only recently started shopping at Garrett Wade, my experience so far has been great.

To date, I've ordered and received: a 45th Anniversary Woodworker's Chisel Set, an Ultimate Versatile Vise and two Box Hatchets. Each tool has exceeded my expectations in terms of value for the price, material construction and build quality.

The level of customer service I've received from Garrett Wade is even more impressive: my orders have all arrived within a few days (during a global pandemic), my emails have all been answered within 24 to 48 hours and any questions I've had have been answered fully. It's customer service rarely seen these days and it's what sets Garrett Wade apart from so many other companies.

I ordered several garden tools from Garrett Wade online, order #*******857. It was a gift for a relative who lives on the West coast, and I am on the East coast. I specified the delivery address as where the item is supposed to go, and had give my address separately to go with my credit card payment for security reason, as usually. This was my first order from Garrett Wade, and the company seemed reputable.

To my surprise the box with the tools was dropped on my porch today. I called GW to see if they can correct their mistake. The answer was that the only solution is for me is to place a totally new order on their web site. They didn't offer to correct THEIR mistake, e.g. to ship another set to a right address and have me return the box for free. Nor did they offer me to ship the box to a correct address myself and comp the shipment. When I placed the order I used a coupon code and a discount. The discounts have now expired and I'd have to pay more for the same items.

I did not want to pay for shipping of heavy garden items across the country in a first place. Needless to say this will be my first and last order with GW.

I received a gift of things I already had. I tried to exchange them by following the clear exchange directions on the mailing label that came with my order. The company said they don't do exchanges and refused to honor what was clearly laid out in the form. They said the only way is to return the items and credit back to the original form of payment. As this was a gift, the gift recipient (me) loses the gift. The package was also missing items from the original order. NEVER BUY FROM THEM and NEVER DEAL WITH THEIR CUSTOMER SERVICE. I hear that this used to be a good and trustworthy company; WHAT CHANGED?