Complaints

This profile includes complaints for Leatherman Tool Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Leatherman Tool Group Inc has 3 locations, listed below.

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  Leatherman Tool Group Inc

  12106 NE Ainsworth Cir Portland, OR 97220-9001

• 

  Leatherman Tool Group Inc

  PO Box 20595 Portland, OR 97294-0595

• 

  Leatherman Tool Group Inc

  4500 Ruddell Road SE unit 14 Lacey, WA 98503

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:06/07/2023

  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 bought the Leatherman Free P4 multitool which has a hole on the plier's head and that is the way I received it from them, when I contacted them in regards to the plier's head having a hole on It, they said that they can't do anything about it, My issue with that is if you are going to sell a product which came defective from the factory you should take ownership and responsibility to rectify the issue and not just ignore the customer and disregard the case. Order# *******

  Business Response

  Date: 06/08/2023

  This purchase was was made in October 2022, but the customer did not contact us until June 2, *********************************************************************************************** by design.  The customer was asked if the hole was noticed at the time of purchase or just now and the customer stated it was at the time of purchase but did not expand upon why it had taken so long for him to contact us.  He was told that due to the amount of time since the purchase, he was welcome to send it in under warranty and we would replace the plier head.

• Initial Complaint

  Date:03/17/2023

  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 sent a PS4 squirt leatherman pocket knife under warranty for repair or replace on December 3 2022, to ******** ** which they sent it to Porthland ****** for repair. Porthland ****** sent it back all repaired to ******** **. on February 14 2023, which the warranty case number is WR4406547. I called many times at ************** in ******** to fiend out the status, but they say we never received it. They also said they would call me in a couple of day and never did. It has been over a month waiting for the pocket knife which they either lost it or someone stole it . I want it replace with a new one and have it sent now. It has been long enough.

  Business Response

  Date: 03/21/2023

  The warranty return shipment to ****** was delayed and then *****************, which delayed the shipment further.  *********** used to ship items to the customers has not come to and processed the customers claim package yet, so a replacement tool is being sent directly to the customer from the US.

  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:03/14/2023

  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 black signal Leatherman utility tool about 35 days ago there was a part that was deemed defective, and it broke. I sent it back along with proof of purchase as requested and now I am getting the run around as they cannot find it. This is unacceptable and needs to be replaced.

  Business Response

  Date: 03/27/2023

  This customer contacted us via email on March 7, 2023 with a complaint of part of the ******** head was missing in his Signal.  Since the ******** in this tool is a removeable and easily replaceable piece, we replied and asked him for his address so we could send out a replacement.  The customer responded that the entire unit needed to be replaced.
  
  Because we were not able to locate any orders under his name or the email he was using,we asked for the order number and a picture of the part of the tool that was broken.  The customers reply was that he purchased a signal black leather man tool which broke / it defective not even a month old sent it back as requested for a replacement one. Now I have been nice, patient and understanding of this is not replaced soon. I will escalate this matter.
  
  Our next response was that we would like the opportunity to resolve the issue, but in order to do so we needed proof of purchase.  The customer responded that the proof of purchase was sent back as requested, but we did not receive that in any of the email replies from the customer and we let him know this.  The customers next response was that it was sent back with the defective tool.
  
  We then asked the customer to provide the tracking number that he sent the item in under.  His reply was that it was sent back regular mail USPS.  The reason for requesting the tracking information is because we wanted to see if the tool was delivered to us or not.  If it was never delivered to us,then the customer would need to file a claim with the carrier.
  
  We have made several attempts to secure information in order to help the customer,but he has not provided us with any of the requested information. 

  Customer Answer

  Date: 03/27/2023

  the entire unit needs to be replace as I sent it back to you as requested 

   

   
  Complaint: 19593478
  
  I am rejecting this response because:
  
  Sincerely,

   

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

• Initial Complaint

  Date:11/10/2022

  Type:Delivery 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 order Oct 18, 2022, upon finding out Leatherman does not use **** I cancelled the order Oct 27, 2022 due to ongoing delivery problems with certain vendors such as *** to my residential building. *** tracking 1Z7881280301173021 notes that Leatherman received their product back from their shipper "Friday, October 28 at 9:25 A.M. at Dock". I never had possession of the item due I cancelled just as they were shipping out. Despite several phone calls and emails Leatherman persists in not refunding my $210.30, payment of which is coming due Nov 30.I would like my money back.

  Business Response

  Date: 11/11/2022

  We were able to verify via *** that the package had been returned to us.  On November 10, 2022 we submitted a request to our ****************** to refund the customer.  We confirmed with ************ the refund has been processed on November 11, 2022.  Customer should see this post to his account shortly.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18386102
  
  I am rejecting this response because:
  This is the same response leatherman has given but to no avail. They've had their merchandise going on 2 weeks so they have no reasin and dint say why they **** refund my miney or why its taken this long.
  Sincerely,
  
  ***************

  Customer Answer

  Date: 11/21/2022

  I have received my refund only almost immediately after BBB's intervention - Thank you BBB!

  SHAME ON LEATHERMAN FOR HOLDING ONTO MY FUNDS FOR ALMOST A MONTH DESPITE ALREADY HAVING POSSESSION OF THEIR MERCHANDISE THAT I NEVER RECEIVED IN THE FIRST PLACE.