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Business Profile

Commercial Manufacturers

Gerber Gear

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gerber Gear's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 69 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Gerber has not responded in 6 months to a warranty request. This is for a custom pocket knife that should be covered by the Gerber Guarantee. The Gerber guarantee provides lifetime warranty for defects in material and workmanship. This is the second time this issue has happened. The pocket clip screws keep pulling out of the knife side plate. pictures attached to this complaint.

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      No. Way to contact lifetime guarantee. Gerber. **** ****** compact scout, survival knife

    • Initial Complaint

      Date:12/01/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      May 2024 filed warranty claim. June 2024 approved for warranty exchange. June 2024 sent what I wanted for exchange. Have not responded to me since and I have sent over 10 emails since then. Phone number says email and does not connect to customer service. I am being ignored, as are many many others.

    • Initial Complaint

      Date:11/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 25 2024 I received an acknowledgement to a warranty claim for a Gerber multi tool that broke. .It was originally a gift, so i do not know the price, and Gerber does not offer the model for sale. The automatic response from Gerber stated that it would be 3 to 4 weeks before my claim could be processed and I have heard nothing from Gerber. There is no way to speak to anyone at the company. I October I sent a follow-up email replying to the prior canned response email address: Gerber Warranty ***************************************** I got no reply.The Better Business Bureau website has several similar complaints that are unresolved.The phone number I found online says to fill out a claim.Gerber is now owned by ************************* tracking number assigned by Gerber is #********

    • Initial Complaint

      Date:10/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 submitted a warranty request and have gotten no response what so ever. i have owned and used Gerber and Fiskars products for years but a company who only peddles the item with zero interest in questions isn't the best plan. my claim number is ********

    • Initial Complaint

      Date:10/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      My order number is ********. My Gerber strong arm, which is very sentimental to me, broke; I sent Gerber an email with proof of purchase, the problem with the knife and my information. They have not replied to me at all! I tried calling them and the phone just automatically hangs up! I received the automatically generated acknowledgment email telling me it took 3 to 4 weeks to respond. That was over three months ago. After six weeks, I emailed again asking for an update, and that email, too, has gone unanswered. Of course, their customer service phone response is just a message to use email.

    • Initial Complaint

      Date:09/24/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 placed order # ******** on 6 September 2024 for one 06 Auto Drop Point Plain Edge ($124.80) and one 06 Auto 10th Anniversary ($130.80). I received the package on 19 September, and the 06 Auto 10th Anniversary is in the package, but the 06 Auto Drop Point Plain Edge is not. Instead, I received something called a ARMBAR Scout ($30). I sent Gerber customer service emails on both 19 and 20 September ************************************** and I received no confirmation/response. I don't know if Gerber received my emails or not because I received no acknowledgement of email receipt. No time frame is given for Gerber customer service response, and the customer service phone contact has been "temporarily" out of service for over a year. I would like Gerber Gear to send the missing 06 Auto Drop Point Plain Edge I paid for. If they want the unopened ARMBAR Scout back, they can send a pre-paid *** label and I'll send it back.

      Customer Answer

      Date: 10/08/2024

      The company responded and replaced the missing item. My complaint #******** is resolved

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 23 June I submitted a warranty claim for a Gerber multi tool that fell apart while using during a camping trip.The automatic response from Gerber stated that it would be 3 to 4 weeks before my claim could be processed. It is now nearly mid August and I have heard nothing from Gerber. There is no way to speak to anyone at the company other then re-srubmitting a claim which just resets the 3-4 week response period. The company **** a lifetime warranty on their products sold in the **.

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 submitted a warranty claim 2/26/24 and have yet to receive anything other than the claim acknowledgment email. I sent a message through website a couple of weeks ago and no response. I can't believe a company like Gerber let it come to this. I have several Gerber knives and the multi-tool in question. I have given Gerber knives as presents. I am absolutely disgusted by this failure to live up to your word. All I want is to get what I was promised.

    • Initial Complaint

      Date:04/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Case#******** I am complaining for this case. I ordered my gerber gear knife, and it has a guaranteed warranty. I have waited over 3 months to hear back from them, and even though I have sent all the required photos and documents they are now saying they need me to pay to ship it back so they can further review it. And that it can take another 3 months to get an answer back. The knife is covered under a replacement warranty. All i want is the replacement knife sent to me like they were supposed to send if the knife had a defect. The blade is bent, wont open fully, and the pocket clip has already broken off. I am requesting a replacement for the defective knife that I originally recieved. Or issue a refund for the amount I paid since I can not use the knife that was sent to me.

      Business Response

      Date: 04/16/2024

      Thank you for giving us the opportunity to address your concerns.

      For us to process a warranty replacement or a refund we will need to have the defective knife sent back to us.

      We will send a **** prepaid shipping label by email to the consumer to use to return the defective item.

      Once we receive the defective item back, we can take the next steps of their claim.

      Best ***************************************************** Supervisoro

      Customer Answer

      Date: 04/16/2024

       
      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.
      As long as they send me a replacement for the knife I will be sending back I am happy with the resolution. 
      Sincerely,

      *****************************

    Gerber Gear is NOT a BBB Accredited Business.

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