Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 5/29/25
  Amount total: $40.92
  
  Item: Welding Goggles
  
  Issue: Item was of very poor quality and was not what was advertised. Lenses would fall out and you can see daylight through the edges of both lenses making them useless for welding/safety goggles. I called the business and they weren’t willing to do a full refund. Only partial and won’t cover the shipping.

  Business Response

  Date: 06/10/2025

  Hello BBB,
  
  We have already resolved the issue with **** ********, a full refund including the shipping fee will be processed once the items are received.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ********
  

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/1/25 I bought a “********* ladder” from Garret Wade. Shipping and handling was $16.00 and with tax it was $290.54.
  
  GW’s Return Policy states: "… you may return any item within 90 days...We pay for the return shipping costs if you use the prepaid label by completing our online return process."
  
  On 3/5/25 I received the above item however the box was damaged with multiple large tears and more than half the square footage of the box was held by tape and torn within the tape.
  
  I took photos and called CS who sent a return label, with instructions to take it to UPS boxed.
  
  I called CS and referred them to the photos of the damaged box. CS said to take it to UPS, pay for a new box and send CS the receipt. S/he said CS is not authorized to reimburse me for a new box but would issue “store credit.” Because S&H to send the item was $16.00 I took it to UPS with the return shipping label. But the UPS clerk said that a new box would cost $97.00 + tax.
  
  I called GW CS and sent a copy of the receipt for $102.82 and said that store credit was not acceptable. I requested a check for $102.82, and if CS is unable to do that then to escalate to whomever has that authority.
  
  As of 3/20/25 GW refunded to my credit card the cost of the item but has not reimbursed for the $102.82 paid to UPS to return what GW charged me $16.00 to send.

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  We appreciate you bringing this matter to our attention.
  
  I wanted to inform you that we have processed the refund for the amount of $102.82 associated with the return shipping costs. The refund amount was processed to the PayPal account of the customer.
  
  We understand how frustrating this experience has been, especially regarding the damage to the box and the additional costs incurred during the return process. At Garret Wade, customer satisfaction is our priority, and we are committed to improving our services based on this feedback. Should you have any further questions or concerns, please feel free to reach out to us directly.
  
  Thank you for your understanding and for giving us the chance to rectify this issue.

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase on 2/14/25
  Premium Pair Of French Kitchen Knives From Garrette Wade.
  
  Their 100% satisfaction guarantee listed on their website says “ Use our handy Merchandise Return Label included in every order and we'll even pay the return shipping for U.S. customers.”
  
  We used the label provided and sent the item back. Their customer service says they no longer provide labels and will not honor their guarantee because the item was delivered to the wrong address. They are not willing to do anything to help remedy the situation leaving me without my knives and without $175.

  Business Response

  Date: 03/18/2025

   

  Dear BBB,

  Thank you for your assistance in bringing this matter to our attention. We have reached out to *** and sincerely apologized for the confusion and inconvenience he experienced. To resolve this issue amicably, we have agreed to process a refund as a one-time courtesy.

  We appreciate your guidance and support throughout this process. If you have any further questions or need additional information, please feel free to reach out.
  
  Best Regards,
  Rowena P*****

• Initial Complaint

  Date:12/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Garrett Wade advertised the Everyday Garden Kit that included hand tools and a sheath along with the garden knife. Sheaths are considered to be a safety item. I placed the order (Christmas gift) in Nov, it arrived 4 Dec but w/o the sheath. My first phone call / voice message was unanswered. I followed up with an email which turned into 13 or 14 emails + two additional phone calls (only one person was a smooth, competent customer service rep.) & a lot of time.
  It appears that GW knew that the sheath was out of stock but they sent the kit anyway. On the 8th, an email reply stated that I would be informed of the status. On the 10th an email stated that it would be shipped & arrive within 3 - 7 days (= 17 Dec.).
  On the 23rd I called again & learned that the item was out of stock, nothing was processed nor shipped. It had been out of stock the entire time.
  The correct (& proactive) action for GW would have been one of these three:
  1) Not advertising the product because of the issue with inventory
  2) Informing the consumer than an item was out of stock & the kit would be available immediately once all components were in stock
  3) Including a note with the kit that the sheath was out of stock & would be sent immediately as available
  
  On the 23rd, I spent much time with a kind, professional customer service rep. On the 24th I received an email response to my Customer Feedback thanking me for my "honest review" & that the order had been processed on the 12th and was on its way. This person included a tracking link which revealed that the item has not been shipped. S/he lied in an email. I am annoyed, frustrated, irritated and more so as GW has lied. I also am tired of the "we're sorry" emails.
  
  I want the emails to stop and for the sheath to be sent immediately upon being restocked. I won't bother shopping with Garrett Wade in the future as I've lost way too much time over this issue which was entirely preventable. Their poor customer service is the primary reason.

  Business Response

  Date: 01/04/2025

  Hello *****,

  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the inconvenience and frustration you experienced with your order for the Everyday Garden Kit.

  I want to confirm that a replacement sheath was delivered to you on Monday, December 30, at 3:01 PM. You may track it here-******************************************************** We understand that the initial order process was far from smooth and that communication regarding the status of your order fell short of your expectations. Your feedback is important to us, and we want to assure you that we are taking your comments seriously.

  We apologize for the confusion caused by the emails you received. It was never our intention to mislead you, and we are reviewing our communication processes to ensure this situation does not happen again in the future.

• Initial Complaint

  Date:06/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12, 2024 I ordered a shovel that was on sale for 172.46. I waited and waited for it to arrive. 2 weeks later, I received an email saying "my order has been refunded." No explanation. Just "we are refunding your payment." I called an asked why, and was told by the offshore agent in the Philippines "oh, they were out of stock." Couldn't they have said that in the email? Hmmm. So I asked if it was in stock now and was told "yes, we have 192 shovels in stock." So I placed another order, this time, I had to pay full price of $217.31. I ordered May 25. It's now June 4, and there's been no movement, just a message that a shipping label has been created. I called and was told "well we ship in 7 business days." Wow, that's not the garret wade I remember. Now, it's been 7 business days and it still hasn't shipped. Same message "label created." What kind of business does this? It's been almost a month now since I ordered. Oddly, they just tried to charge my credit card for 172.46 for the order I placed on May 12. Something very fishy is going on. I wrote Craig W***** the cofounder, but 0 response. Yet, I get emails all the time about "Craig's recommendations, etc." This seems a bit scammy and they need to shut it down. Seems they sold out and this is what they've become. I asked for supervisor to call me, but they don't call back and leave a number for them directly. Its all farmed out offshore. Something's up with them, because they are sending out tons of emails daily, they have a call center, but they are not sending products out and they don't seem to know what they have in stock. It's very very strange.

  Business Response

  Date: 06/04/2024

  Dear ***********,

  
  Thank you for taking the time to share your concerns with us. We apologize for the frustration and inconvenience you've experienced with your recent orders. We understand that receiving unclear communication and delayed shipments can be frustrating.

  We take your concerns seriously and would like to address the issues you've experienced.

  Regarding your first order, we apologize for the lack of transparency regarding the out-of-stock issue. We should have communicated more clearly with you about the stock availability. We understand that you were not informed about the stock issue until you called our customer service team, which is unacceptable.

  Regarding your second order, we apologize for the delay in shipping. We understand that you were promised a 7-business-day shipping window, and we fell short of that expectation. We are working to resolve this issue and get your order shipped out as soon as possible.

  We want to assure you that we are taking steps to improve our communication and inventory management processes. We are working to ensure that our customers receive accurate information about product availability and shipping times.

  Regarding your concerns about our company, we want to assure you that we are a legitimate business with a proven track record of providing excellent products and services to our customers. While we may have experienced some growing pains, we are committed to making things right and improving our processes.

  We can process a replacement order at no additional cost or a refund, whichever you prefer. Please let us know if there's anything else we can do to make things right. Thank you for bringing these issues to our attention. We value your feedback and look forward to the opportunity to serve you better in the future.
  

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *********** ********
  

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 items on 4/25/2024:
  - 1x tree trimmer (received correct item)
  - 2x Medium Teardrop shaped terracotta container plant hydrator (have not received as of 5/16/24)
  
  I received the wrong items in the package (2 wire baskets) with the shipment with the tree trimmer. I emailed Garrett Wade support on 5/6 and let them know about it. They told me to process the refund and ship the wrong items back. I told them I would if they sent me a box with a return shipping label attached to it. I’m not taking responsibility for their mistake or putting my name on anything that places liability on me. They told me to keep the baskets and that the correct items were being shipped to me. I finally received a box on 5/15 and it was again, the wrong items. This time, two wooden mallets. I emailed them on 5/15, informing them of the same issue and they are refusing to give me my items or a refund for my items until I process a refund through their website. I told them I’d return these items (which isn’t even something I have to do) if they send me a box with a shipping label. They are refusing and requiring me to “process a return” which I will not do because I never bought these items. Also, I refuse to fix their mistake for them, twice. I am owed the items I ordered or the money for these items.

  Business Response

  Date: 05/17/2024

  Hi,
  

  We sincerely apologize for the inconvenience this has caused. We can go ahead and process another replacement order for the 2 x Medium Teardrop-Shaped Terracotta Container Plant Hydrator. And we humbly ask for her help in the return process of the incorrect items received. 

  
  

• Initial Complaint

  Date:05/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17th I ordered a dwarf birch handle pocket knife that cost a total of $234.46. Approximately two weeks later I received a package that contained the wrong item, an illuminated visor of obviously much lesser value than the knife. Over several days I spoke with three different customer support staff who insisted that I would be receiving the correct item soon. Today, May 11th, I received a sealed plastic bag containing an empty knife box. The ribbon binding the box was loose and the box had obviously been tampered with before it was packaged up and the knife removed.
  
  I no longer want a replacement, I want a full refund of my money.

  Business Response

  Date: 05/13/2024

  Hello BBB,

  We are truly sorry for the inconvenience and frustration the customer has experienced with her recent order. It is unacceptable that she did not receive the correct item and that the replacement package was tampered with. We understand her decision to no longer want a replacement. With that, we will go ahead and offer her a full refund of $234.46 for the dwarf birch handle pocket knife. We will send a separate email to the customer for the confirmation of the refund and for the return instructions of the incorrect items sent.

  Kind Regards,
  Rowena
  Garrett Wade Customer Care
  
  

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:04/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024, an order was placed with Garrett Wade for 8x Pferd 10" Flat Mill Files. The order was placed over the phone, and the representative from Garrett Wade took down the incorrect address shipping the items to an address in ****. After some time, I never received the shipment, so I asked for a status. They responded informing me the items were already delivered. When I asked them to verify the address, that is when I learned they took down the incorrect address. I requested them to send the flat mills to the correct address but they stated they were now out of stock. When I requested for a refund, they refused to provide one after acknowledging they were at fault for their representative for taking down the incorrect address and advised me to file a complaint with UPS. I then asked how UPS would resolve this issue if it is on Garrett Wade's representative for sending the items to the wrong address. I am seeking the business resolve this issue by providing a refund for the 8x Flat Mill Files.

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some tools for my husband for Christmas in late November. He received them and they appear fine but he also received a second similar set, so he returned the set I purchased from Garrett Wade right after Christmas. I contacted them by email on 1/12/2024 asking for an update.
  They verified that they had received them on 1/3/24, and requested 10 business days (which would be 1/18/24, including MLK Federal Holiday) to issue a return which seems excessive to start with.
  I emailed them again on 1/19/24 asking for the refund. Their response on the same day said they had sent my info "to the correct department and (I) would hear from them in 2-3 days".
  On 1/23/24 they sent an email that a refund had been issued to ******, though the $ amount of the refund was not included. On 1/24 I emailed them again, noting that no refund had been received through ****** or ****. Their response was that ****** "encountered an error when processing the refund to (my) account. (They) may need further investigation to address this issue promptly". They did not indicate how long this might take. Still no refund. My husband returned the item a month ago.
  I think this smells of stall tactics. Please advocate on my behalf. Thank you.

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****

   

  Hello

  I received a refund without further comment or communication from Garrett Wade through ****** on 2/1/2024.  It was returned from ****** to my ******** Express a few days later.

  Thank you for your involvement.

  ***** *****

   

• Initial Complaint

  Date:03/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Within seconds I contacted Garratt Wade to change address or cancel order to reorder to correct address. They refused to correct the address or cancel the order when their policy says, #********** "at anytime within 90 days"
  
  It hadn't been shipped and my bank showed "pending." They will cancel but people should know their policy is not customer friendly.

  Business Response

  Date: 03/27/2023

  Dear BBB,

  We are sorry that we were unable to make changes to the customer's address after they had placed their order.

  We can assure you that we try our very best to change customers' orders upon request.

  Unfortunately, this was a situation that would have caused more complications due to the timing. 

  We are making improvements to address these kinds of address change requests for our customers.

   

  We deeply apologize for the inconvenience.

   Sincerely,

  Garrett Wade Customer Support.

   

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****

  Exhibit A shows that the order was generated at March 11, at 12:50 pm. 

  Exhibit B shows that the order was immediately canceled at 12:58 the same day

  The returne policy states, "Our return policy is simple. . . " see *****************************

  The item was not shipped until week later. 

  This company pretends with all the technology that they have not way to stop an order once it is immediately discovered an error from the purchaser, myself, which is obviously a delay tactic and not what honest businesses do.

  ****, and ****** and most other reputable businesses make it "standard practices" to cancel orders prior to shipment, especially in this case, where it was minutes after the initial transaction. 

   

   

  Business Response

  Date: 04/07/2023

  Dear BBB,

  We have issued a full refund to this customer today 4/07/23, and we sincerely apologize for the inconvenience.

   

  Respectfully,

  Garrett Wade Customer Service