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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.
    • 18 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/28/2023

      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.
      The knife I purchased from this company broke upon opening it up on 7/15/2023. I filed a claim (Case#********) that same day and included pictures and all required information. I received an automatic response stating due to unprecedented volumes, we ask for your patience as our processing time has increased to a 3 to 4 week time frame. By week 5, I had not gotten a response nor update so I emailed again on 8/19/2023. I gave it a few days but did not receive a response. I emailed again on 8/23/23 and still, 6 weeks from the day I filed the claim, have not gotten neither a response or update. I used Gerber products all throughout my military career and have always spoken very highly of them, but this lack of support and disregard for their customers is, to say the least, very disappointing.

      Business Response

      Date: 08/28/2023

      We regret the delay; we are happy to advise the following:

       

      This consumers claim has been processed for a new knife to be sent out and an email was sent giving an update of their claim.

      Customer Answer

      Date: 08/31/2023

       
      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:08/25/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Had a problem with my Gerber multi tool which is warranted sent pictures files a claim no response and have called all phone numbers which all have been allocated no way to reach company even though email no response

      Business Response

      Date: 08/28/2023

      we are pleased to advise the following: 

      Claim has been processed for parts to fix their tool are being sent out under tracking #**********************
      Updated email has been sent to the consumer.

    • Initial Complaint

      Date:08/17/2023

      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.
      I filed a warranty claim on July 8, 2023. Case Number: ********. I was emailed back from Gerber saying it will be a 3-4 week resolution time. Today is August 17, 2023. I have tried contacting via phone and I have sent 2 emails for an update without a response. Does Gerber no longer stand by their warranty?

      Business Response

      Date: 08/18/2023

      Morning,
      we have processed the claim for a new knife to be sent out.

      We sent the below email to the consumer and have sent urgent ship request.

      Dear *******

      Thank you for contacting Gerber and our apologies for the delay in getting back to
      you. Your claim has been processed and you will receive an email once the
      replacement ships with tracking information.

      Customer Answer

      Date: 08/18/2023

       
      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:08/17/2023

      Type:Customer Service 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.
      Zero customer service. They don't even list a phone number, you have to try to email them. They do not respond to any form of contact. They will not respond to my warranty claim. Its been over a month since I submitted.

      Business Response

      Date: 08/17/2023

      Thank you for the opportunity to address ****************** complaint.

      We see that the complaints/claims have come in under a different email and address, causing a delay in responding. 

      However, in the meantime as this tool is discontinued; we will be happy to send him the current version at no charge.

      Thank you for relaying this information to *************** 

       

       

      Customer Answer

      Date: 08/17/2023

       
      Complaint: 20483773

      I am rejecting this response because: I will accept the business resolution of sending out the new version of the product. I will mark this as accepted as soon as I get a tracking number provided.

      The warranty claim and multiple correspondences to this company has been made by the same email address. I have copies of all correspondence to back this up. 

      Sincerely,

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

      Customer Answer

      Date: 08/23/2023

      The business provided the wrong tracking number for my warranty replacement item. The item is out for delivery in a different city. My item needs to be sent to my address immediately. 

      Business Response

      Date: 08/28/2023

      This has been resolved.

      This consumer reached out thru the case to let us know of the current issue.
      I have corrected the address and reprocessed their order.  the below email was sent.

      Dear ****
      Thank you for the information and I do apologize for the miss ship of your original order.
      Your address as been updated  to the following and a new order has been processed.

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

      Once the order ships you will receive an email with carrier information.
      we apologized for any inconvenience this has caused.

      Customer Answer

      Date: 08/28/2023

       
      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. Please note we will not do business with Fiskars or Gerber gear again. 

      Sincerely,

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

    • Initial Complaint

      Date:08/01/2023

      Type:Product Issues
      Status:
      Answered
      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 bought a Gerber propel down range auto on 5-1 and it broke on the 24th. I filled out a warranty claim on the 25th and they emailed me with my case number #******** its now 8-1 and I still havent heard a thing. I even emailed them again at the 1 month **** asking for help. I think its crazy that a $180 knife breaks in less than a month and I cant even get a email from them almost 2 months later.

      Business Response

      Date: 08/02/2023

      Good morning,

      we have contacted the consumer this morning - with instructions on how to proceed to have this matter resolved.  

    • Initial Complaint

      Date:07/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 30 June 2023, I filed a complaint through the BBB on this same company (reference complaint ID *********. Due to text space constraints, I will include a portion of the correspondence below. "This is in reference to my warranty claim number ******** that was submitted to Fiskars on 16 May 2023. In that email, I requested a replacement screws for a knife I bought in August 2018. Attached below is a transcript of my warrant request "In August 2018, I ordered and received a "MINI COVERT,AUTO,FE,TAN/BLK", item number 30-001396N, order number ******. In January 2022, the s**** on the bottom of the handle (left hole of the two holes) fell out and was lost. In May 2022, I was sent a replacement knife, but now I have the same issue with the replacement. Can you please just send me replacement screws for the missing part?".On 11 July 2023, I received a message from the company through the BBB stating that they sent out the wrong replacement screws initially and they've processed an order for the correct screws to be shipped to me. Well, I finally received the "correct" screws, and as expected, they are NOT the correct screws. They are too short to fit the knife and don't have any place that they fit on the knife itself, so I'm not sure how that got screwed up. How hard is it to look up an item that your company made, determine the correct screw, and then ship it out? I just want the correct s**** sent to me and I don't want to keep having to wait a month plus for a response from the company, just for them to s**** up a simple task. Hopefully, this complaint will help me get actual correct resolution. Attached to this complaint is a picture of the knife showing the missing s**** I even went a step further and highlighted the missing part so anyone can see it.

      Business Response

      Date: 08/16/2023


      To confirm, we have just put together a little care package.  we bagged up all of the hardware for the mini coverts labeled them and are sending them out to this.
      consumer along with the s**** sizes that he will need. 

      I also emailed the consumer letting him know what I am sending.

      Customer Answer

      Date: 08/16/2023

      I'm apprehensive about accepting the resolution due to the company previously sending me allegedly correct parts twice. Each time, when I received the allegedly correct parts, they were in fact, not the correct part. I guess time will tell if they finally got it right. 

    • Initial Complaint

      Date:07/31/2023

      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.
      Gerber Multi-tool broke, filed a warranty claim that included pictures on June 29, received email stating that it could take up to 3 weeks for Gerber to contact me. No response to original claim or subsequent emails. List phone number does not work.

      Customer Answer

      Date: 07/31/2023

      Gerber Case Number: ********

      Business Response

      Date: 08/01/2023

      We apologize for the delay.  This has now been completed and a new tool will be shipping out shortly.  thank you for your patience as we are experiencing unprecedented volumes. 

      Customer Answer

      Date: 08/01/2023

       
      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:07/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 one of Gerbers multi tools and it broke, I filed a warranty claim 3/7/23 and all I received was a claim number ******** and that they would be in touch within 3 to 4 weeks. It is now June 13 and still have not heard back, a did send a general enquiry a month and a half ago and no answer to that one either

      Business Response

      Date: 07/14/2023


      we have followed up with the consumer on their newer case ******** requesting a picture of the product, which is the only information were missing. Once that has been received, we can proceed with processing the claim, and, will continue to keep them updated. thank you 

    • Initial Complaint

      Date:07/06/2023

      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.
      I recently filed a BBB complaint regarding Gerber Warranty Case Number: ******** and Case Number: ********, BBB Complaint Number: ********. I received a prompt reply to my BBB complaint from Gerber Gear and was told my parts would be shipped to me within a few days. This morning I found out that they were shipped to an old address despite providing the correct address on both warranty forms. I would like the parts resent to me. I have attached a sample Gerber Gear Warranty Form and Shipment to the wrong address.

      Business Response

      Date: 07/06/2023

      Updated customer address on case *******  and processed new replacement order on tracking# 9400111206207674649939

      Advised customer via email of new order as well.

      Customer Answer

      Date: 07/06/2023

       
      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:06/30/2023

      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.
      I am simply trying to ascertain the status of my warranty repair/replacement. I filed two warranty claims; Case Number: ******** and Case Number: ******** on 29th of May 2023. I am currently an active duty service member and have used both of my knives in many theaters and Gerber products in general for over 20 years of service. I have requested status updates from Gerber using their ************************************** email address with no response. The 3-4 week time period has ended without any resolution and two products I rely on for my safety everyday are unusable.

      Business Response

      Date: 06/30/2023

      Good morning the parts needed have been ordered and the consumer has been contacted. thank you 

      Customer Answer

      Date: 06/30/2023

       
      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,

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

    Gerber Gear is NOT a BBB Accredited Business.

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