"RE: When I open the Garrett Wade catalog I feel like I'm strolling through my local home town hardware store. It's one of those old, been there forever stores that has everything and, is full of things I want but don't need. Garrett Wade's catalog has many useful things, but what I love are the unusual things that are not quite necessary but certainly unique and often fill a need I didn't know existed. I just re-ordered the box of 50 cross bands, big rubber bands in the shape of an X. They hold stacks of folders or big piles of papers, keep boxes shut keep lids on bins when they are a little too full. I put them in Christmas stockings last year and they were a huge hit. I've given lanterns, the ratchet Allen key sets, garden tools for presents to my grown kids, and they are always delighted. Service is great, the prices are reasonable. I guess I'll just keep coming back."
"Your customer service is amazing. I had an item that broke after the return-window which you kindly replaced and refunded. I plan to always check first with Garrett Wade for my gardening tools needs before checking elsewhere!"
"My item arrived way ahead of schedule and that meant I could use it faster. The item was easy to use as advertised."
"Used to buy selectively from them about 30 years ago..... but only if I couldn’t find the product elsewhere since they routinely charged 50+% more than anyone else for their other wares. Since then, the tool quality has plummeted and much of the stuff is Chinese junk that can be gotten elsewhere at a fraction of the price.... won’t even do business with them anymore since I get the feeling I’m being ripped off and laughed at by their bean counters every time I even look at a product. Surprised they are still in business, but I keep coming back to the old adage about a fool and his money. Lee Valley tools, in my mind, remains the premier vender of this kind both in selection, tool quality and price....."
"I ordered a tomahawk in December was told it would be backordered until January 23 then I was told it was backordered till February 2 and then I was told it was backordered to March ridiculous absolutely ridiculous told him I would never do business with them againVery disappointed"
"I would give no stars if I could. Don't waist your time with this company. Good luck getting a refund if you return items. They sent me an email stating that they refunded my money. They did not refund my money as verified by Paypal! The return label Garrett Wade provided took two weeks to get from NJ to OH! Over two weeks later I still don't have my refund despite Garrett Wade claiming that they refunded my money almost two weeks ago. Customer Service is useless and non-existent. Paypal told me that Garrett Wade returned my money but placed a hold on it and took the money back the following day!"
"Received a gift certificate for their site and the entire transaction has been the bane of my existence for the last few days. Absolutely terrible customer service. I don't know if I will ever receive the item I ordered, but at this point I just want it all to be over.... I will take the loss at this point just so I don't have to spend any more time messing around with it."
"Ordered an item on 18 December with the promise from GW that it would arrive by Christmas. Item took two days to ship, and then of course did not arrive by Christmas. Interestingly on their site that kept the "WILL ARRIVE BY CHRISTMAS" banner up until 24 December. FAKE NEWS - ALL LIES! AVOID AT ALL COST! "
"Garret Wade stocks some neat products, but offers an infuriatingly bad service experience. Save yourself the frustration - don't do business with them unless you are VERY willing to wait.
Ordered online on 9/19 - product displayed in-stock status. I called their support line on 10/5, and was told the product was back-ordered due to a delayed shipment, but would come in late that week and would ship by 10/9.
On 10/13, I again called customer service. and was told that product was "being picked" and "would ship within two business days", and would arrive within 7-9 business days.
As a customer spoiled by 21st-century business practices, waiting over a month for a product with zero communication about the delay is unreasonable. Waiting a month and being lied to about expected ship dates is offensive.
Further, though the service team was polite, no effort was made to prioritize my shipment, expedite the shipping, or in any other way compensate for the delay, even after I requested such an effort be made."
"GARRETTWADE WAS WHERE I USED TO PURCHASE GARDEN TOOLS FROM 20 YEARS AGO. LAST WEEK I PLACED AN ORDER FOR A GARDEN CART. NO EMAIL CONFIRMATION WAS SENT THE NEXT DAY. I CALLED AND ASKED WHY TO FIND OUT THAT THEY SEND TRACKING NUMBERS UPON SHIPMENT. SHIPPING WOULD BE IN 17 DAYS SO I CANCELLED THE ORDER. I ASKED THE LADY TO SEND AN EMAIL CONFIRMING THIS...SHE SAID SHE WOULD. NEVER HAPPENED! YESTERDAY THE ITEM ARRIVED. THE CO. CANNOT BE TRUSTED AS FAR AS I AM CONCERNED. I WILL NEVER ORDER FROM THEM AGAIN. THEY HAVE NO CUSTOMER SERVICE. HARD LINE RULES FOR ALL IS LOSER!!!"
"I've been buying from GarrettWade for many many years. I can't think of a single thing that was not great quality and pretty much exactly as described in the catalog (and now online). I have planes, knives, wrenches, bits, an axe, a splitting maul, brass hose connectors, trowels, wooden toys from when my kids were young. Gloves, great great gloves. When you used to have to call to find out more than the catalog description, the people who answered the phones knew what they were talking about and they were patient and friendly. I suppose that they still are, but there's so much information on the website and in the videos that I haven't called for a long time. I am also a big fan of their sales, when I buy things that I don't really need but am sure I will use. Like that illuminated magnifying glass. This is a great catalog and has been for a long time."
"I ordered from Garrett Wade for the first time for the holidays in 2015 and ordered again this last holiday. Everybody who I gave gifts to from GW was super psyched. You just can't get some of this stuff anywhere else. The kids loved the old fashioned fly swatters (even though they were for my wife).
There seems to be a resurgence of more catered online stores - which I really like. I identify with a lot of the stuff Garrett Wade sells - as does my wife. I end up buying more for her than myself... which needs to change!
Keep it up the good work!"
"I recently ordered a couple Japanese dozuki saws. After a week, I contacted customer service via email to ask for a status on the order, no response. Another week goes by and I send another email to customer service, no response. I have not received the saws or an explanation on the status of the order. This seems to be what others are experiencing. This has been a very poor experience. "
"I have tried to contact them many times and they never answer by mail. I have been trying to order some items but I have some questions, so I tried to contact them. They never answer. Be careful with that. I think they have the the worst online service of the web."
"Ordered a Patio Broom from Garrett Wade. I use it about once a month. After 2 years the bristles started to fall out along with the staples that hold them in. I tried to contact them twice via their online form and never received a response. I call Customer Service and was told someone would get back to me about a refund in 3-5 business days. After 8 business days with no call, I called them again. They "could not do anything" because it had been more than a year.
So, 24 sweeps from a broom and rotten customer service."