"Horrible

I ordered a Christmas gift on 12/05/2015, since I had not received it by 12/21/2015 I emailed customer service. Since I had not received a response, I called the 800 number on 12/22/2015.

After reviewing the order, the representative informed me that it would not be in stock until at least 12/30/2015. I asked what could be done to accommodate this unfortunate issue since these were Christmas gifts.

She said, you can wait or we can cancel the order.

I elected to cancel the order.

It was my first order ever with GarrettWade and probably my last.

BTW, I had to call to find this out, otherwise by Christmas day they would just not have arrived."

"There was a problem with my initial online order(woodworking bench), and I was told after a long delay that the item I ordered was not in stock. I cancelled the order on Saturday, but received the call from the company the following Monday, and was reassured that the item ordered was indeed in stock, and they would ship it immediately if I still wanted it. Mr. Orin Fraser - the representative who called me - was very helpful. I am changing my initial negative review - anyone could make a mistake, but what matters is the willingness and ability to correct it. "

"Be careful when you buy from Garrett Wade. Wood colors are not as pictured and then they blame you for not understanding wood tones. Very weird dealing with a company that thinks customer service is done by letting you buy from them. Also the customer reviews are not all posted. They weed out negative comments about their product. They do have some 1-2 stars posted but they are minor issues. Most likely why they no longer post items on Amazon.com. Great products but you can buy the same stuff from other vendors with comparable prices and non insulting customer service."

"I gave one of their products a bad review, and although they did not post it immediately, which seemed very suspicious, they did post it a few days later. Not only that, but because my review was found to be accurate, they had the product updated and offered to get my feedback on the new version. Wow, a company who actually cares what the customers think! They have definitely won me back."

"I think GWade's catalog is one of the more interesting examples of thinking outside the box, in that there products combine what I consider an appreciation of real value in light of reality. For example there is little doubt that the bar clamps (made in China) are a low tech item appropriate to Chinese manufacture, at the same time, I was really pleased with their construction, they will go the long haul for work a day clamping. Due to the overseas manufacture, the price point makes them an outstanding value, (that and GW's choosing the right supplier overseas). The loppers could be more of a problem (cheap adjustable handles are a nightmare) and the choice of Canadian handles was prudent, their design is elegant and functional. From the suppliers perspective, combining price point and quality must be a real challenge. From the consumers perspective, we need to find suppliers that know when it is appropriate to spend more or less on components so as to deliver value in both price and function. So, more important to me, than the two great items I received, is the knowledge that GW's people are making tough decisions, but with a view to value, making sure that the consumer is delighted by the quality, and satisfied that the price is fair. For my part, I want to pay that fair price, which in turn allows GW to deliver me value. I wish for all of you continued success, and know that before I throw out my old inadequate loppers, the boys are going to get a hands on lesson of what real value looks like, and why sometimes paying a little bit more makes all the difference."

"Had problems with my order...
My bank had frozen the card I used. Customer service contacted me immediately and we were able the resolve the issue quickly. Fast shipping, and products were as nice as they appeared to be on the web site. "

"If you're looking for a place where you can wait on hold for a half hour with a grating "you're important to us" message every 20 seconds, look no further. Any month, nay time of day, that's the response from GarrettWade. Want your e-mail ignored? GarrettWade does that too.

I placed an Internet order and it was filled twice on the same day. I returned one, got a refund, but was charged $9.95 for shipping even though it was their mistake. Three months, numerous e-mails, and regular letters later and I haven't gotten a single response (or the $9.95).

They have a lot of nice items attractively presented in their catalog, but nothing you can't find cheaper elsewhere if you do a little looking. Given their hostile (well, non-existent) customer service, I recommend you avoid GarrettWade."