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Business Profile

Commercial Manufacturers

Gerber Gear

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Commercial Manufacturers.

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:06/06/2023

      Type:Delivery 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.
      Order Number: ******** - The items are cheap in person, poorly built, I can see through the package. The website makes them look bigger and durable. They gave me a return authorization code, but declined a free return label. Buyer should not have to bear this cost.

    • Initial Complaint

      Date:06/05/2023

      Type:Sales and Advertising 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.
      This is an update to a claim I had already submitted to the BBB regarding claim #******** with gerber. The BBB complaint number was #********. The company did send replacement parts but they were incorrect. I reached out via email and was given a response that I would have to wait an additional 4-6 weeks. I just want my tool fixed per the warranty that Gerber promotes.

      Business Response

      Date: 06/06/2023

      Good morning,

      Processed case ********, sent out the correct parts, and followed up with consumer. 

      Customer Answer

      Date: 06/13/2023

       
      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:06/05/2023

      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.
      Company was suppos3d to send replacement parts and sent wrong parts. Still.cannot contact company.

      Business Response

      Date: 06/06/2023

      This is a duplicate complaint we are investigating and respond as soon as possible. 

    • Initial Complaint

      Date:04/26/2023

      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 made a purchase online through the Gerber website.I was directed to secure payment via PayPal and made payment on March 25, 2023 to *************************** - transaction ID: ***************** for a total of $58.03 March 31st the payment cleared.On April 14th I reached out to ************************** (***************************) via email and requested shipping information and confirmation of the order - no response was provided.On April 17th I reached out to ************************** (***************************) via email and requested a refund of funds per PayPal policy for dispute resolution - no response was provided.On April 21st I reached out to ************************************** and provided this address with all of the above information and requested a refund - once again, no response.

      Business Response

      Date: 05/09/2023

      This dispute needs to be taken up with Paypal for refund. 

    • Initial Complaint

      Date:03/18/2023

      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 Warranty Claim Received: Case#******** Sept. 30, 2022 I filled out Gerber Claim for a warranty on the knife I bought, until then I never heard a word but a autoreply telling me up to 4 weeks before I hear from them. Well it's been 5 1/2 months and not another word from Gerber.

      Business Response

      Date: 03/21/2023

      . Its possible our emails were going to his spam folder.  We replied directly to one of the consumers email under case ********, so hopefully  it shouldnt go to spam

      Customer Answer

      Date: 03/21/2023

       
      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:03/08/2023

      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.
      Filed claim 12-26-2022 and received claim number ********. 2-21-2923 requested update on claim. As of 3-8-2023 I have yet to receive a response.

      Business Response

      Date: 03/09/2023

      We have located this case and processed case ******** and followed up with consumer. Replacement order placed

    • Initial Complaint

      Date:01/25/2023

      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 and followed all necessary steps and included pictures. The claim was confirmed on November 8, 2022. I have made numerous attempts to email and received only one generic response. I was advised that it would be 3 to 4 weeks however, now I have no way of making contact with anybody to resolve my warranty claim.

      Business Response

      Date: 01/26/2023

      we have located the customers claim their case ******** and processed a rush order #***-00622583. we've also sent a follow up to the consumer.

      Customer Answer

      Date: 02/01/2023

       
      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:01/17/2023

      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.
      October 4 **************************************************************************** place(2nd time now) and recieved a automated response. I heard nothing so I emailed back 12/8/2022 over 2 months later. I received a response with a new case # and tracking from fiskars 12/16/2022. I have recieved no package I sent another email 1/4/2023 stating that and that the email with the tracking number didnt even state which carrier it was for, **************** etc. So I cant even track to see whats happened with that but the address to ship to in the email was my correct address. I work in public safety and need a knife but cannot carry or access it with gloves on without a clip. I simply requested new hardware for it. All numbers pertaining to gerber and fiskar customer service are now disconnected. A month ago they worked but wouldnt give you the option to talk to a person. Do not buy a gerber tool or knife theyre warranty now means nothing.

      Business Response

      Date: 01/18/2023

      we have processed a replacement and followed up with consumer under case ********. We have asked our warehouse to place this order on the priority list

    • Initial Complaint

      Date:01/10/2023

      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.
      Like several before me, I hate to resort to this forum but have not found any other way to engage with with Gerber to get an update on my warranty claim as there no longer appears to be a working phone number and email has been ineffective. I submitted a warranty claim (Case Number: ********) on 11/13/2022 with all requested information and supporting documentation. Per their automated response they asked for 3-4 weeks to process the case. When I did not hear anything back by the new year, I sent a follow up email on 1/5/2023 to the indicated email address for warranty inquiries. What I received back was an almost identical automated email to the first with yet another case number (********) now from a Fiskars email. I have loved all of the Gerber knives I have ever owned and hope that these difficulties are only temporary and will be resolved once what appears to be a merger/integration with Fiskars is completed.

      Business Response

      Date: 01/11/2023

       

      Claim is processed for a new knife to be sent out. 
      I have reached out to the consumer with an update.
      They will get an email with carrier information once the order ships.

      Customer Answer

      Date: 01/11/2023

       
      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,

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

    • Initial Complaint

      Date:01/05/2023

      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.
      My knife started loosing screws the day I bought it but it was only the belt loop. So no big deal. Now I have screws that came out of the knife and it fell apart. I have reached out to the Gerber company 3 times via email dating back to October but the only response I get each time is automated. It says they will follow up in 15 days but nothing happens after that. I just need a s**** kit mailed to me or another knife.

      Business Response

      Date: 01/06/2023

      For this consumer, we have sent them an email requesting a photo of their knife so we can identify the model and process
      their replacement order.   

      Until that information is received, we cannot proceed. 

    Gerber Gear is NOT a BBB Accredited Business.

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