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:01/27/2023

  Type:Product 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.

  Order Number: **********
  Purchase date: 12/17/2021
  Returned Items: 2 ********* Aerators
  Price: $171.80 for both items
  I discovered these items were defective in early December 2022, and began trying to get a return authorization from them. They promised to mail it, but I never received the return authorization. They actually sent one by email but it got spam filtered and I wasn't checking because they told me they would mail lables (not email them). I ended up sending the items back using my own UPS account. I contacted them to make sure that they would honor the return even if it arrived after the one-year anniversary of the purchase (which is their allowable refund period) and they assured me they would. I never got the refund. I emailed 8 times and called 3 times. Each time I had to start over with a different agent. On the 2nd call, I was transferred to Nick, the customer service manager, who refused to provide his last name. Nick said that the returns department marked the items returned, but missing some fittings that were part of the original order. Nick said they were trivial items, and that he would recommend that the returns department process the refund. I offered to find and send the fittings separately. He said it wasn't necessary. No follow up, and no refund after 3 weeks. When I called customer service the third time to ask to be connected with Nick again, Amea said she was unable to transfer calls or email the customer service manager?? She also had no record of any of my previous communications. This experience reminds me of a ***** ****** skit. The company has a unique product line but their customer service department is absolutely terrible, to the point of being disreputable. Ideally, I'd get a refund, but if not, at least other customers should be forewarned that they may not get refunded for returns.
  
  I tried to upload PDFs and a JPEG file and it is not clear that they are actually uploaded.

• Initial Complaint

  Date:11/02/2022

  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.

  I made a purchase on 10/4/22 based upon the suggestions on their site. Once I Received the item they were wrong size. I reached out to Garrettwade for a return/exchange. They couldn’t exchange which I understand however they stated they would give me a full refund including shipping since I could show them how their site promoted and sold me the wrong wicks. They then had a team send me the correct link for the correct wicks which I have purchased and am satisfied with. Here is the problem. The first person I spoke to in order to resolve the issue was extremely unhelpful and quit responding to me until I finally disconnected the chat because I had gotten someone on the phone. I do not remember the first person I spoke to on the phone but the supervisor I spoke to was helpful and promised to refund the entire purchase and the shipping since it was misleading on their site. I have returned their package. 11/1 when I called in to see where my refund was the agent I spoke to was extremely rude and curt. This is the second time their customer service representatives are poor. So I spoke with a supervisor. He was helpful and stated he would address the call, and I am not sure that will occur. He however stated he doesn’t have the package back yet and it shows in TN. That is not the case. I looked it up 10/21 it was picked up 10/22 it was transferred to another carrier without tracking information. It has been almost two weeks and I would like a refund. I do not recommend this company if for anything else their customer service is horrible. I should have a refund by now and I did my part by returning the package.

  Business Response

  Date: 11/04/2022

  Dear BBB,

  We are so sorry that ******** ****** received such poor customer service from our representatives - I can assure you that this is definitely not our usual practice.

  I tracked this package, and the results show that it was returned to our warehouse today - see attachment.

  We will issue a full refund today for $58.94 which includes shipping.

   

  Please accept our sincere apologies.

   

  Respectfully yours,

  Garrett Wade Customer Service.

   

   

     

  Customer Answer

  Date: 11/06/2022

  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,
  
  
  
  ***** ******

  i appreciate the apology for the customer service but please listen to those calls and read those chats and coach accordingly. Thank you for the  Resolution.