Complaints

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

close

Find a Location

Gerber Gear has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gerber Gear

  Portland, OR 97281

• 

  Gerber Gear

  14200 SW 72nd Ave Portland, OR 97224-8094

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:12/28/2023

  Type:Service or Repair 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.

  My initial claim was submitted on Oct 10th, but there was a glitch and I was unsure if the claim processed correctly. There was supposed to be an email confirmation follow up and it stated I needed to check my email. There was nothing in my email so I emailed them to check. There was no email response as seems to be the case with Gerber...The only human interactions with Gerber will be YOUR emails, there's are always automated responses. Next reply from them was in November stating it would be 3 to 4 weeks for a reply. That time elapsed and I get an email from Gerber and Fiskers wanting pictures. Pictures they already received , but I sent them to both companies. My next response was from Gerber in Dec saying to send them in for repair. My knives were sentimental and ones carried through 6 years military and 22 years DOD, this was in my original claim AND in a letter sent with my knives. I stated to repair them if possible and I'd like them back. After Gerber having them 2 weeks with no reply to ANY inquiries I finally get an email from a real person (****************)Saying replacements would be on thier way.I replied inquiring about my knives that were sentimental, repairs made, replacements and true to Gerber form NOTHING was addressed by them. Two of the knives could have been repaired as they still have parts in stock, evident by replacement knives. My mini covert has been discontinued for awhile and should have been sent back if not repairable. No options were given for repair/replacement during this process. Gerber has shown they do not care about customer service any longer. They only care about what's cheapest and fastest for them. They've made it to where you can't complain to them when there's been an issue so why care any longer. In the end I should have kept my knives, but thought some effort might be put forth to do some actual repair work. I'd please like my knives returned and maybe explain the definition of sentimental to ****************

• Initial Complaint

  Date:12/19/2023

  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.

  Gerber Gear Warranty Claim:As per instructed on the website all information including contact information, photos and model number were provided. ************ as well as ************ are the numbers listed to contact a CSR. Both give the same message and reference back to email contact only. Email leads to an auto response with no resolution even with a Case Number in the title or in the body of the message.With no resolution insight the BBB was my only option to share this information for all those faithful customers who are caught in the same distraught loop

  Business Response

  Date: 12/20/2023

  Thank you for reaching out to Fiskars.

  I have checked on their warranty claim and it has been processed for a new replacement to be sent out.

  We are in our busy season due to the holidays, so it is taking us a little longer to get claims processed.

  Once the order ships they will receive an email with the carrier information.

  Sincerely

  *****

  Consumer Services Supervisor

   

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair 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 12/15/2023 I purchased a NEW Gerber ********************* Survival Scout and upon opening the package found it to be defective. I contacted Gerber customer service and even though the item was new and unused, they refused to honor their warranty. They refused to repair or replace the item.

  Business Response

  Date: 12/12/2023

  Thank you for giving us the opportunity to address the issue.

  I have reviewed this case and requested for this to be processed for a replacement to be sent out.

  Once this is processed for a replacement to be sent out, the consumer will receive an email with a claim update with the carrier information. 

  Sincerely

  *****

  Consumer Services Supervisor

  Customer Answer

  Date: 12/16/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/06/2023

  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.

  Gerber ORDER #******** - three "DIME" mini-multi tools - TOTAL: 79.94$ This return/refund process was initiated when I contacted Gerber on 11/24/2023 (well before 30 days from original purchase date 11/07/2023). Items are in perfect original unused condition and are no longer needed. Gerber sent one email days after my initial contact with them to ask "why are you returning the items". My reply was the same day. Gerber online instructions are to email ************************************ to initiate return process. Since responding to their "return reason" query, I have received no additional information on how to proceed. NOW Gerber refuses to respond to my emails and all phone numbers available online do not work to reach their customer service. ********************** has a 30 day return policy in the US and 60 days in ******. I only wanted to return these items because they are not needed. They were going to be gifts but others were obtained. These are new unused/unopened product. It feels like they are stalling until after their 30 day return timeline has elapsed. That would be today, but as stated and shown in the email attachment, my return was initiated in my original email to ************************************ on 11/24/23 only 17 days after original purchase date. Gerber will not Help in this resolution / return / refund. I have attached all the email communication with original purchase email.Please help. Thank you for your efforts

  Business Response

  Date: 12/07/2023

  Thank you for the opportunity to address this claim.

  We are in our busy season, it is taking us a little longer to get inquiries processed.

  I have checked on this and our **************** team has reached out to the consumer with a RA # and instructions to send the product back.

  Once we receive the product a refund will be processed.

  Sincerely

  *****

  Consumer Services

   

  Customer Answer

  Date: 12/08/2023

  Please provide return shipping label. 
  
  Thank you,
  ***************************
  

  
  

  Business Response

  Date: 12/13/2023

  Thank you for the information.

  If the consumer would like to return their order, they will need to send it back to us under the *** that was provided.

  Thank you

  Consumer Services

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20968667
  
  I am rejecting this response because: Gerber Gear needs to provide a paid return shipping label. This is to make certain there is no confusion about the return. They did not provide a return form, or any documentation about the return. They only provided an RMA # typed in the email body with instruction to 'write it on the outside of the box". Also, US and ** Gerber amazon store has free returns, Gerber ** online has free returns and the Gerber US online return policy on the Gerber US site is very basic and gives almost no information. They replied to my "return shipping label" request stating, "We are unable to provide a shipping label as return shipping cost are the responsibility of the consumer" and then providing the link to the Gerber Gear return policy. I have read this policy many times. It is hardly more than a paragraph and in no possible interpretation does it state "return shipping cost are the of the consumer".

  ALL possible purchase options would allow for free return shipping and they are quoting their own policy incorrectly and falsely. I have included a copy of those emails.
  

  If they provide the return shipping label from their preferred shipper, and properly refund full purchase price, I will consider this closed.

  I would like to specifically thank you for your efforts. I received no contact from them for almost 2 weeks until the BBB stepped in. Thank you again for all you have done on my behalf.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair 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.

  My problem is a ****** I got from Gerber Custom has a manufacturing defect, and Gerber **************** isnt responding. I submitted a customer service claim the day I received the knife, 8/4/23, and the closed blade tip snagged my finger. The only way to contact Gerber **************** is email. I received the automatically generated acknowledgement email, telling me it was taking 3 to 4 weeks to respond. That was over three months ago. After 6 weeks I emailed again asking for a update and that email too has gone unanswered. Of course, their customer service phone response is just a message to use email. The companys warranty isnt worth much if they just ignore warranty issues. **************** Case Number: ********

  Customer Answer

  Date: 12/11/2023

  The company contacted me the day after the BBB complaint was filed, requesting photos of the defect.   About a week later the company provided an RMA and return shipping label.   The product was fixed and returned within a day of their receipt.   

• Initial Complaint

  Date:10/29/2023

  Type:Service or Repair 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 a Gerber Truss, (a multi tool), about 3 months ago. Within the first few weeks of owning it and while using it under normal applications, the tool broke. I immediately filed a warranty claim according to the companys warranty procedures and the claim was assigned a claim number. Since that time and despite numerous attempts to contact Gerber, I have had no response from Gerber of any kind. I am not asking for much..just that they stand behind their products!

  Business Response

  Date: 10/30/2023

  Customer replacement order has been processed on claim #********
  
  Emailed confirmation of order processing has been sent to customer.

  Customer Answer

  Date: 10/30/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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.

  On August 25th I filed a warranty claim for a Gerber multi tool which had broken during work. The automated system claimed a 3-5 week lead time. Since filing this warranty claim I have heard nothing from anyone. Phone lines are cut off and the answering machine says only to email. When emailing I also get no response beyond another automated reply citing 3-5 week lead time and a new case number. This new customer service model of ignoring customers and their warranties whole insulating themselves from complaints is shameful and insulting to the people who paid money and expect their warranty to be honored.

  Business Response

  Date: 10/12/2023

  Consumers claim was processed on 10/9/2023 for parts to be sent out to fix their tool.
  Parts shipped from ********* ** yesterday 10/11 under tracking #**********************.
  
  This has been communicated to the consumer.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20713544
  
  I am rejecting this response because:

  Despite now two assurances this order is shipping, the tracking number still only reports that the label has been made and that the item has not been handed over for delivery yet. I am personally offended by this callous dishonesty and shameful display of incompetence.

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/14/2023

  Replacement has finally shipped. Previous report of non satisfaction was in error, as tracking did not update until well after I signaled dissatisfaction with the resolution. 

  Customer Answer

  Date: 10/16/2023

  This issue has not been adequately handled. 

  My initial warranty claim to Gerber was for several issues. A broken slide lock for the tool, broken carbide wire cutters, and a screwdriver portion broken off at the tip.

  Instead of replacing the tool as Gerber's warranty claims they do, instead I received a small packet of six small parts to repair the slide lock. 

  New resolution requested. Full replacement of tool and explanation from Gerber.

  Business Response

  Date: 10/26/2023

  This consumers claim was processed on 10/9/2023 for parts to be sent out from the ***************** Email went out on 10/9/2023
  notifying the consumer with carrier and tracking information.  Checked tracking and it shows parts being delivered on 10/16/2023
  

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20713544
  
  I am rejecting this response because:
  Expected resolution was replacement of tool. Instead I received a pack of six small parts to repair the locking mechanism. 

  Further damages to other components inside have no replacement parts. 

  Previous claim for chipped tools were rectified with a new multitool in replacement. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 11/14/2023

  yes unfortunately the incorrect items were sent.  A new order has been processed.
  for a new tool to be sent out.  Once the order ships the consumer will receive an email with carrier information.
  

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair 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 placed an online order with Gerber on 9/4/23 (order#: ********). The order stated 3-5 business days to process and ship order. I have emailed twice to check on the order status but have received no response. I called the number to Fiskars, which may be the parent company, but they do not take phone calls. I am shocked that such a well-known company has no customer service. I would like to know if there is a better method of contacting the company to find out the status of my order.

  Business Response

  Date: 10/02/2023

  thank you, this has been addressed and the customer has been updated. 

  Customer Answer

  Date: 10/02/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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 purchased a Truss Multitool made by Gerber Gear approximately one year ago (2022). A jaw of pliers broke w normal use. *** found the promised warranty to be worthless. The product info said they would stand behind their product but they havent. I only occasionally used the pliers on this multitool since I purchased it. In June 2023, one of the plier jaws broke off w normal use.I tried to contact Gerber warranty **** using e-**************** number provided in purchase confirmation email. Neither functioned. I completed a warranty form on Gerber website but have had no response after over one month.7/7/23, I messaged them on FB & was told they are responding to claims within ***** days. I messaged them again on 7-31-23 & received same message.I liked the tool & the description of the warranty. However, at this point, the warranty hasnt solved the problem because no one has responded to help. It gives me the feeling that the company never planned to uphold their warranty promise but only used it as a marketing tool. I hope Im wrong because this is not the only Gerber tool I own. They havent contacted me by 9-22-23 & I find their warranty promise is worthless.I would like repair or replacement of the tool.

  Business Response

  Date: 09/25/2023

  thank you for the opportunity to address ****************** complaint.  Unfortunately, we have no record of any claim being submitted for ************** regarding this tool.  Based on the photograph, we would like to send ************** a prepaid label to return this item to us for inspection and testing through our QA dept.  This will enable us to ensure ****************** claim is processed correctly.  thank you 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  Gerber gear will not respond or honor their multi-tool warranty. I sent multiple emails and letters with no response.

  Business Response

  Date: 09/11/2023

  thank you, we can share the following information:

  We received two claims one on 8/4/2023 one on 8/10/2023 (duplicate)
  They received our auto reply with the time frame,  if they didnt it is possible it went into their junk/spam folder.
  
  Also, the name/address on the claims are:
  
  ***************************
  *******************************************************************
  
  We are not sure if someone is filing on behalf of another? .
  
  Their claim will be processed today.

  Customer Answer

  Date: 09/11/2023

   
  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.
  
  Sincerely,
  
  *************************