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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/24/2022

      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.
      As stated on their website (https://www.gerbergear.com/en-us/support/warranty), Gerber offers a limited lifetime warranty on all of their products. In April 2017, I purchased a Gerber Center-Drive Multi-Tool. In August 2022, a component broke which holds the knife blade in place and allows it to fold in and out of the handle. The component, a nut, just snapped off while attempting to unfold the blade. As a result, the tool is no longer functional. I submitted a warranty claim with photos of the broken component on August 25, 2022. I received an automated email message on that same day that indicated my claim had been received, and that my claim would be processed in 3-4 weeks. It has now been two months. Despite multiple attempts to contact customer service via email, the website, ********* and ******** I have heard nothing further from the company. I have not received a replacement, nor have I received any status updates regarding my claim. There is no telephone customer service (due to covid, according to the outgoing company voice message), and I have been unsuccessful in reaching a live human to offer any insight.I would be satisfied with either a repair or replacement. I simply want the company to honor their warranty, as the warranty was a key factor in my decision to purchase from this company. If they cannot honor it, I would like an explanation as to why my tool is not covered by their warranty.

      Business Response

      Date: 10/25/2022

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

       

      We have checked on this and a refund request of ****** is to be issued to her.  It has been sent on to our finance division and we have sent an email to ******************** advising same. 



      By this being submitted to Finance it should be issued out this week Thursday, please allow 10 to 14 business days to process. 

    • Initial Complaint

      Date:10/17/2022

      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 reached out to Gerber for warranty claim over 8 weeks ago and have not gotten any response. I paid $200+ for a custom pocket knife with lifetime warranty that they will not address.I would like either a replacement made and shipped to me or my existing one to be repaired.

      Business Response

      Date: 10/19/2022

      thank you for the opportunity to address this complaint. 

      However, we cannot find an order for the consumer under either email address or his name so we reached out using the email associated with the case to see if we could get his order# or a different email address it could have been tied to. Our custom team can have this re-built and sent same or next day. 

      Once we receive the information from **************** we can proceed. 

      Customer Answer

      Date: 10/19/2022

       
      Complaint: 18202687

      I am rejecting this response because: I never received an email from Gerber to clarify the order number or alternate email address the order could have been on.

       

      The order number was as follows:

      Order # ********

      Recipe ID ********

       

      The order was placed by my wife ***************************** on 11/21/2020. Please see attachment of order paperwork from packaging.


      Sincerely,

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

      Business Response

      Date: 10/28/2022

      thank you, please share this tracking information Tracking for ************************* 1Z9458060297972731.

      Customer Answer

      Date: 11/03/2022

       
      Complaint: 18202687

      I am rejecting this response because:

      Gerber gear sent a tracking number which turned out to be a couple replacement screws. that does not fix the problem. The material that the screws s**** into is stripped out and it is not fixable with just replacing screws. their initial response stated they would rebuild and send out a new replacement. that did not happen and that is what the resolve needs to be for this issue.


      Their initial response to the complaint  is as stated below:


      "thank you for the opportunity to address this complaint. 
      However, we cannot find an order for the consumer under either email address or his name so we reached out using the email associated with the case to see if we could get his order# or a different email address it could have been tied to. Our custom team can have this re-built and sent same or next day. 
      Once we receive the information from **************** we can proceed. "

      Sincerely,

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

      Business Response

      Date: 11/28/2022

      please correct your records, as ours indicate there has been multiple replies and this consumer has been contacted and his problem resolved.

       

      yes, we remade and sent the knife.

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

    • Initial Complaint

      Date:10/05/2022

      Type:Customer Service 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 100 dollar Gerber multiple tool and it's terrible and broke very easily and need a replacement Gerber knives failed to contact me it's been over 6 weeks since intial claim akd no response. Only am automated response when I call saying no warranties through the phone

      Business Response

      Date: 10/06/2022

      Thank you for allowing us the opportunity to address ****************** concern.

      Upon review we did not find a claim in the system related to this matter.

      However, we have created a case ******* and have reached out to ************* for a photo of his tool.

    • Initial Complaint

      Date:09/12/2022

      Type:Order 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.
      Filed a warranty claim on July 15th 2022, received an automated response saying case #******** was on file and should be resolved by within 25 to 30 days, as of today September 12 2022 I have had ZERO response from anyone at Gerber, I've tried to find a phone number or an address and there is none listed, this is a $180.00 dollar knife that supposed to have a lifetime warranty, however there's no response from them, I've waited 2 months and still don't even know where to send my knife to, this whole process seems unacceptable they should at least tell me what's going on with my case#.

      Business Response

      Date: 09/12/2022

      thank you for the opportunity to address ******************** inquiry.  We apologize for the delay, however, with higher then normal volumes our response times may be delayed.  We have put an urgent request through to our warehouse to ship ******************** replacement out within the next 48 to 72 hours.  

      Also, one of our agents will be reaching out to ******************** to advise the status of his claim as described above. 

    • Initial Complaint

      Date:09/05/2022

      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 submitted a warranty claim July 19 2022 which is well over the 15 to 20 business days to get a response. All I wanted was to see if I can get a sheath replaced for one of my knives. If even buy it if they sold the sheath separately. Nobody could help me with such a simple request. I tried contacting customer service again and got nothing but more spam email. My case number is ********. Its not sep 5 2022 and Ive got nothing but the original email for my claim for communication.

      Business Response

      Date: 09/07/2022

      Thank you for allowing us the opportunity to respond. 

      We are happy to resolve the request however, we are waiting on a photo of the knife from Mr. *************************** so we provide the correct sheath.  

    • Initial Complaint

      Date:08/07/2022

      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.
      Filed a warranty claim with them on 6/4/22. Got an automated response with a case #********. It also stated I should get a replacement in 14 to 21 days. Had not received anything by 7/10 so I emailed again. Wanted to call but no phone number is listed. Got another automated email response. Still no contact by 7/19, sent another email to a different email and got another automated email. As of today, 8/7 still no contact from them.

      Business Response

      Date: 08/08/2022

      Our sincerest apologies - this item is and will be on back order for quite some time.  We will be processing a full refund in the amount of $151.00 

      Please allow 30 days for the check to be issued.  Again, we regret the inconvenience this has caused and are very sorry that this was not communicated to you sooner. 

      Customer Answer

      Date: 08/08/2022

       
      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,

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

    Gerber Gear is NOT a BBB Accredited Business.

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