"BEFORE YOU PURCHASE ANYTHING FROM GERBER-TOOLS OR ANY OTHER COMPANY MANAGED BY SUPERNOTEBOOK AND TWO POINT ENTERPRISES, YOU SHOULD READ THE REVIEWS FOR TWO POINT ENTERPRISES.

We ordered some survival kits from Gerber-Tools, on the 15DEC08 which were charged to my c/card on the 20DEC08 and amounted to $AU556.60.

We understood it may take a little while as it was close to Xmas and didn’t worry about it until the 20JAN09. When we emailed the company, we were told it can take weeks.

After a number of weeks of not receiving the goods, we emailed the company again and they gave us a tracking number. When we checked the tracking number the goods had been returned to the US because of insufficient address details within a few weeks of being sent, which meant that they had been with USPS for months and they had no idea the goods had been returned.

After confirming that the goods were in fact back in the US, Gerber-Tools proceeded to try and lay the blame on us by saying we put the incorrect address details. We receive hundreds of letters a day to the address we supplied. Gerber claimed the addresses are printed straight off the invoice but have never supplied us a copy of the invoice, even after we requested it. In the end we asked for a refund.

After complaining about having to pay our Customs fees they said they had to look into it. We then received an email telling us that they could not find in their records that we had even paid for the goods. We sent them a copy of our credit card transaction to prove we had and they continued to question whether we paid, even though in an earlier email they stated the goods were sent a bit late because their initial attempt to charge our card was declined (which would indicate that the payment was eventually accepted, particularly as they sent us the goods).

We then received an email on the 30JUNE09 with words to the effect:

"We gave an incomplete address to their system & that is why the 2 survival kits were caught up in custom for over 4 months. They had to pay all of our custom fees in order to get the merchandise back from USPS since they turned it around due to insufficient address, which was provided by us. It has now been so long that the credit card company will no longer let them assess our records so they can not give us a refund that way, nor can they even see that we were charged in the first place. It's in the hands of the USPS and credit card, these problems are not due to their company. They are looking into our specific concerns, how much to refund due to fees w/ shipping costs & custom fees that they were forced to pay due to our incorrect address, and how the credit card co will allow them to refund us.

Yesterday, I sent Gerber an email asking if there were any updates on the situation and if it was too difficult to give us a refund, then could they just send us the goods.

This was the response I got:

Perhaps you didn't read our previous email so we will post it again. Please take time to read it this time: (They then proceeded to copy and paste the above email).

Bottom line is, it took so long and fees were incurred because Gerber-Tools never picked the goods up after they were returned and weren’t even aware that they were returned until we informed them. N.B. we informed them approx. 2 months after our initial enquiry as to where our goods were as it took them that long after our initial enquiry to give us a tracking number (ie. Had they checked the tracking number when we first enquired, the goods would have spent 2 less months with USPS and incurred fewer charges). The address wasn’t incomplete and the company has never complied with our request to see the address that was supplied. It has now been 7 months and no goods or refund.

Update 12Aug09: I finally received the goods today after it cost me another AU$98.00 in postage. I also received paperwork from my first order and noted the address details supplied initially were more than sufficient and almost identical to the address details that the goods were finally delivered to, which can only mean the problem that occurred was a printing problem on the suppliers side.

Update 02Sep09: After receiving the goods, I got an email from the company saying they were unhappy with my review as they thought we were communicating effectively (I don't know how people speak to each other in the US, but I don't consider their above response to my request for an update as communicating effectively). They then said they were going to refund me the extra shipping cost to maintain the peace and end the interaction happily and hope that I would reflect that by updating my feedback to a more positive tone. When I checked my statement to see if they had refunded the delivery charge, I was in shock to see that not only did they not refund me the delivery but had in fact charged me for the goods again, so now they've taken over $AU1000.00 for two survival kits. I sent them an email immediately in hope that they had just made an error and highlighted the fact that I had not given them permission to take this money out of our account which makes it's an illegal, unauthorized transaction. No reply so far.

Update: 07/09/09. I finally received an email informing me that it was no mistake, when they went to refund me the delivery fee, they still couldn't see where we had paid and decided we had pulled one over them and had to pay for the goods. After charging us again, they did another search and to their surprise, for the 1st time in 9 months they could see that we did pay for the goods in December 2008. They are now refunding the amount they illegally took out but not the extra shipping they promised as they cannot see the feedback changing. YOU THINK! Not even an apology for their complete incompetence.

Last & Final Update 16SEP09: Refund finally came through. Due to exchange rate, their mistake cost us another AU$22.31 simply because they couldn't do their job. Still no apology. DISGRACEFUL."

"best price that I found, fast shipping, easy transaction. look forward to working with them again."

"Great products from Gerber at an unbeatable price. Needed the item engraved as a gift, so the fact that they can do the job on-site (also at a really reasonable price) was a huge selling point."

"Gerber tools had EXACTLY what I wanted, an item that had been pulled from the market and is obviously now redesigned and at an unbeatable price. The check out system was simple and their communication and response times were very fast, I couldn't be happier! "

"I have just ordered another Gerber multi-tool! I have three total and am VERY pleased with all of them so far."

"I'm very pleased with my purchase. Prompt delivery! Thanks very much!"

"Merchandise arrived right on the dot (exactly 2 weeks) to Malaysia. Earlier was pretty worried about USPS tracking which did not work like how it is supposed to.Nevertheless, I am very happy with the condition of the tool! Thank you Gerber-tools.com !

Michael- Kuala Lumpur, Malaysia.
"

" Outstanding! ordered the mt600 on mon 6/15 and recieved it thursday. very happy father tyvm "

"great customer service. this company has great speed of getting the product out quickly once your payment is recevied. overall, 10 out 10 rating."

"ordered my garber multi-plier 600 d.e.t. on the may,25,2009 have not receaved after 3 x weekes contacted ****@**** 3 x times by email no reply . tracking number has two maney digits so i cannot track same , ordered equipment from china arrived 7 dayes later as always .so i will never shop from the USA again jmb "

"Gerber-Tools.com had the best prices I could find, and the service was lightning fast! Even the communication with their service department was awesome! They are willing to go the extra mile for their customers, and I will certainly be doing business with them again! "

"Great service and timely shipping."

"Gerber-Tools.com could give me the best price. It was cheaper to buy from them instead of a shop in Sweden, and the range of products was huge compared to other shops I visited. The only bad thing is that the shipping cost me $ 35.93, but that´s nothing I can blame on Gerber-Tools.com."

"The Gerber-Tools.com Website was very easy to navigate. They had every knife or multitool you could want. This website allowed me to find a Gerber knife I have wanted for years."

"Gerber tools aim to please. I ordered the Gerber Diesel Multitool and have been very happy with it to this day. Tool is very sturdy and well made. Clever designing and nice laser engraving. Shipment was fast and everything arrived as described. Would highly recommend to friends."