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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:01/04/2023

      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 contacted Gerber warranty on November 30, 20 22 about an issue I had with one of their products. Case Number: ********. They replied with an automated email saying to expect 3 to 4 weeks. I sent email on 12/28/2022 asking for an update on the claim status. Have not received any communication from them since case # was issued on November 30, 2022.

      Business Response

      Date: 01/05/2023

      Good morning,

      This replacement is being processed and we are requesting it to ship this week. 

      Customer Answer

      Date: 01/06/2023

       
      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. With the caveat that the business follows through on their commitment.

      Sincerely,

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

    • Initial Complaint

      Date:12/26/2022

      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.
      Suspension NXT clip bent. Asked them to clarify on how to remove it -- no response. It then broke and I need a replacement -- no response. Initial contact 16 November.

      Business Response

      Date: 12/27/2022

      We do not carry replacement clips for the customers tool so this would be a full replacement.

      Pending his reply with photo this should be resolved quickly.

      Thank you,

      Customer Answer

      Date: 01/06/2023

      Company sent me out a replacement which I received today.

      Closed - Resolved

    • Initial Complaint

      Date:12/15/2022

      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 submitted a warrantee claim on October 27th of this year and it is now December 15th. I have not received any further information about my claim and the email I received stated it should only take 3-4 weeks to process.There is no way to check the status of that claim? Case Number: ******** .I emailed them again and received a new Case number of ******** on 12/13 and have received no response.

      Business Response

      Date: 12/15/2022

      Claim is processed for a new tool to be sent out. Email went out to the consumer with an update.

      Customer Answer

      Date: 12/15/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:12/13/2022

      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 really hate to submit a complaint like this, but I'm at a loss. There is inexplicably no Gerber phone number. I had a new Gerber Dime (red/black) break almost instantly with very little use this Fall, so I submitted a claim on their website. That was on October 10, 2022. I received an automated response with Case number ******** and a message stating that the lead time was extended to 3-4 weeks. It's now December 13th and I've heard nothing back. I've attempted to check in via email but it just created yet another Case#, which is incredibly frustrating. I uploaded photos of the faulty Dime as well as the broken-off screwdriver tip, so I'm not sure what the problem is. It's an inexpensive tool, I really wish they would simply replace it with one that won't snap in two.

      Business Response

      Date: 12/14/2022

      Good Morning

      ******************** has been contacted. 



      Processed case 01080273 and followed up with consumer.

      Customer Answer

      Date: 12/20/2022

      Gerber/Fiskars contacted me and a replacement is in the mail.

    • Initial Complaint

      Date:12/12/2022

      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.
      RECEIPT DATE 11/21/2022 RECEIPT NUMBER ******** ORDER DATE 11/17/2022 ORDER NUMBER ******** Hi my name is ******************************* I ordered 14 Dime - Black multitools item number 30-000469 on the above date and revived this tracking number Tracking Code: #1Z7V0W230307055453 Totaling $302.67 The shipment was split into two packages one containing 2 items the other 12 items, I received the package with the 2 items but the second package containing 12 items has not shipped, the tracking number says The delivery date will be provided as soon as possible. I have sent numerous emails and have gone unanswered, I would like the items delivered or a refund.

      Business Response

      Date: 12/27/2022

      In checking with *** we find the following information:

       

      Your shipment
      1Z7V0W230307218509



      The delivery date will be provided as soon as possible.
      Label Created
      Current Event
      On the Way




      Customer Answer

      Date: 12/30/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:12/01/2022

      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 purchased a Gerber Dime multi-tool (Model#**-000417) from Amazon. It was purchased as a gift, so I didn't open it immediately. When my son opened it on his birthday, we discovered the spring for the scissors on the tool were broken. I was already past the Amazon return window, but I wasn't worried because Gerber provides a lifetime warranty. I went to their website and submitted a claim (Case# ********). I submitted this on 10/05/2022. The email confirmation I received stated that processing would take 3-4 weeks. On 11/13/2022 I responded to the email stated in the email **************************************** to request a status update. As of today I have not received any correspondence from Gerber. Their website does not provide a phone number, so I searched online and found it. I called and selected the Warranty Claims option. It was an automated service that directed me to the website to submit a claim and was informed that speaking to a representative was not available.

      Business Response

      Date: 12/01/2022

      Good morning,

      Case is processed for a new tool to be sent out.

      An email went out to the consumer with an update..

      Customer Answer

      Date: 12/14/2022

      RE: Complaint #********


      Hi BBB,

      I wanted to respond to let you know that the referenced complaint has been resolved. I have now received a replacement tool from Gerber. Thank you so much for all of your help. I don't often submit warranty claims because I have gotten accustomed to giving up on companies honoring their warranty. Thank you for reaching out to Gerber on my behalf. I tried reaching out several times and got no response. The moment you sent them an inquiry, my warranty was processed immediately and I finally received a response from them. This is my first time attempting to get help from BBB and I'm glad I did. It is good to know that there are people out there who still care. Thank you again for your help. Please feel free to reach out to me if you have any questions regarding this matter.

      Thank you,
      *******************

    • Initial Complaint

      Date:11/20/2022

      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.
      I contacted Gerber warranty on October 4th 22 about an issue I had with one of their products. Case Number: ******** They replied with an automated email saying to expect 3 to 4 weeks. I sent emails on Nov 1st and Nov 18th asking for an update on the claim status. Have not received any communication from them since October 4th.

      Business Response

      Date: 12/01/2022

      Good morning,

      Their case was processed and new product was shipped.

      Shipped 11/22/2022
      Carrier USPS
      Tracking # **********************

      Tracking indicates this was delivered on 11/25 to the mailbox of ***************** 


      Customer Answer

      Date: 12/01/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:11/18/2022

      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.
      Warranty Issue: A Gerber pocket knife's handle broke, a few months ago. I completed their warranty following instructions as required, with pictures. Their computer acknowledged in short order, and gave me a claim number along with a note saying a new knife would be mailed in three to four weeks. It is now twice that time, and not a word from them since. Claim number: ******** Number Etched on blade: 4660814A Thank you

      Business Response

      Date: 11/29/2022

      product shipped on 11/22 under **** tracking number **********************. Looks like it was delivered on 11/25..

    • Initial Complaint

      Date:11/16/2022

      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 contacted Gerber about a repair or replacement for my MP 800 Legend on Oct 4th 2022 and got a auto response with a case number ********. I was told in that response that it would be 3 - 4 weeks for them to get to my case. It has been over 6 weeks now and I havent heard anything. I tried Emailing them, only to have another auto response with another case number opened. Phone called are not answered for warranty info. I dont know what else to do. I dont think a company ignoring their customers is good policy for any business. All I need is the main spring for the plyers and possibly the tool to change it and a spring for the scissors. Without the main spring for the plyers the handle flops all over and no grip with the plyers. Pictures have been sent as per Gerbers request. Any help would be greatly appreciated. The MP800 Legend came with a lifetime warranty. The MP800 is in great shape other than the springs

      Business Response

      Date: 11/17/2022

      thank you for the opportunity to address this concern. We are pleased to advise the following:

       

      UPS tracking#1Z9458060100649818 shows it was delivered on Friday, November 11th

       

      Customer Answer

      Date: 11/17/2022

       
      Complaint: 18413291

      I am rejecting this response because: I do NOT live in **********, **. I live in *****, **

      Sincerely,

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

      13994 **********

      *****, **. 92064

      Business Response

      Date: 11/30/2022

      Please see below - this claim has been satisfied and shipped to the correct address: 


      ******* Stress
      *********************************************** 92064
      majoruss-**************

      Item 08239N MP800 Legend multi tool

      Shipped 11/22/2022
      Carrier:  USPS
      Tracking # **********************
      Delivered


      Received email from consumer:  under this email address majoruss-**************
      Thank you very much.    Im very pleased with the replacement that I received on Thanksgiving day of all days. I never expected a total replacement for an 18 year old MP800. Honestly, some new springs was all I was asking for.This is customer ************************ as far as Im concerned. Well done Fiskars/GerberGear. I use this very handy Multitool daily since I bought it. I bought one for a friend of mine after he showed interest in it. Ill have to remind him of the great service that comes with it. Thanks again and a special thanks to ***** in customer service for sending me an update when I was about to give up.  Case ******** is now closed.*********************

      Customer Answer

      Date: 12/07/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/31/2022

      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 a Gerber knife on October 17, 2022. I received an order confirmation, indicating that I would receive another notification upon shipment. gerbergear.com claims a 3-5 day processing time + 3-5 shipping. It has now been 10 business days since my order was placed and I have not received notification of shipment. Gerber gear phone lines state that all inquiries must go through email, yet I have not received any response from their e-mail lines on the status of this order. This order was for a time-sensitive purpose, within their claimed timeline online, and I would therefore like to CANCEL my order, but I can not get a hold of any customer service representatives.

      Business Response

      Date: 11/01/2022

      thank you for the opportunity to address this claim.   This order has been cancelled as requested and an email to the customer will be sent as confirmation.

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