My Husband and I both, have purchased many products from Garrett Wade over the years. We have never had to return a single item. Most of our purchases we view as being "generational". We will be able to pass them on to future family members because, the quality is so good (so refreshing). Everyone at GW, who we have had contact with, have been very friendly, helpful and have gone above and beyond to ensure we are delighted with their products,service and Company...WE ARE!
As a "GW" customer over several years, their products are unique, highest quality and targeted to the specific needs of their customers. When combined with their service, you won't find a better experience!
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. Great products but you can buy the same stuff from other vendors with comparable prices and non insulting customer service.
Everything was as pictured. I am not an experienced handy woman, so I love the individual drill bit containers labeled for the type of material they work on. They are compact and don't take up a lot of room. Love them!
Dear Maggie, Thank you so much for your thoughtful review! We're happy you are pleased with your purchase. Thanks so much for your order. Have a great day!
I got your text about 25% off if you spent $50 on certain tools. I found it to be a little difficult to tell which tools were included. However, I placed an order which I am certain will be satisfying. So, I would just make it very clear which items are suggested in any sale. Thank you for your excellent products.
Elizabeth terry
Placed an order for the new multifunction garden hose nozzle to replace a nozzle that I had worn out. Got a notice that my order had been refunded, but no reason given. I know with new products and Covid delivery problems, availability can be impacted, but would have liked better information than we credited your card back for your purchase. Nothing about why it was cancelled or if it would be available in the future. Now I have to start hunting for a replacement from another source. Disappointing!
Garrett Wade sent me the incorrect item and refused to correct it or issue refund until compliance with their return systems. They specifically offered a free version for the inconvenience but that turned out to mean that the item I had already paid for could be sent. I followed up with multiple genuine reviews on items purchased from Garrett Wade, in light of my very poor experience with their customer service, but those were never made publicly available, my refund was mysteriously never processed and email correspondence went ignored. When I tried to speak with them on the phone I was 'disconnected'. This is a company that clearly spends more effort on their marketing than quality, customer service and integrity.
Dear Aaron,
We're very sorry to hear of the disappointing customer service that you received. Can you please write to me directly at susanm@garrettwade? We would like to have someone call you to resolve this for you as soon as possible and will need a good phone number where you can be reached. Thank you so much.
I wrote a review on Garrett Wade's poor customer service and not standing up to their agents' promises. Well, after that negative posting Garrett Wade did contact me and made the situation right. Not to negate that it took forever and several hours on the phone to get them to do what they first promised. In the end they did refund my purchase price for misrepresented merchandise.
Thank You, Garrett Wade
Dear April,
I'm so sorry to hear that the tools you ordered rusted, and that you have still not received your refund. I can assure you that we will get this taken care of for you immediately. My name is Susan and I can be reached directly at susanm@garrettwade.com. Can you please write to me and provide me with your full name and order number and I will see that a refund is issued? I don't see the order number displayed here, nor your full name so I will need that information to get this taken care of for you. I'm sincerely sorry that you had this experience and can understand your frustration and disappointment. I look forward to hearing from you.
First order for extra brute oil burning lamps made on 8/12. Reply came fairly soon that item was out of stock and expected replenishment about 11/12. Since then have been told 11/20, and 11/27 and still no advice on 12/1 of any shipment. Have told them to cancel today and remove me from their numerous e-mails bombing with products. If this is what to expect on an order, I can just imagine trying to return or advise on a problem.
Hi Daniel,
We are deeply sorry for this inconvenience.
Please understand that we have had some unforeseen delays. The COVID-19 coronavirus has had a far-reaching impact on global industry and shipping.
Many are struggling to keep up with a surge in demand, but we promise we’re all doing our best.
Our warehouse is running seven days a week in two shifts, and we’re adhering to new protocols to ensure the safety of everyone.
The shipment for the lamps that you ordered has reached our warehouse and is currently being checked in.
Please know that your order was very important to us and the delay that you experienced with us is definitely not are usual standard.
On 11/22/2019 I bought a stainless precision caliber. Cost $36.92 with shipping. It did not measure, it fell apart and had terrible tool marks and subpar workmanship. I returned it. No refund to date. They claim they had problems processing the refund "on their end". Nothing but excuses, poor communication and inexcusably poor customer service. Never buy their crappy poorly made junk.
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. Looking at various review sites online, getting refunds seems to be a big problem with this company.
I just love my beautiful and functional Hurricane Lamp! It imparts a warm glow to our veranda, and we look forward to warm summer nights spent around it having drinks and good conversation! Another great experience ordering from Garrett Wade. We are longtime customers, and their fine products and excellent customer service have us returning time and time again. Thank you, Garrett Wade!
I'm in the UK and I don't always get good results when ordering from USA. But I have to say Garrett Wades customer service was excellent. The communications were excellent and they replied very quickly. Product arrived after only 10 days and without any import tax that I often get stung for. Just excellent and the product and free gift are great. Have been and will continue to recommend them to folks here in UK.
Thank you.
Both items were as expected. Used them on test projects and both operated better than I had hoped. The Stove heated cooking oil to 350, and the hush puppies Fried up beautifully. The lantern with a bees wax candle gave off a little more light than I expected and stayed lit through a pretty steady breeze.
I practice both modern and traditional carpentry. Garrett Wade is my go to place for finding the tools I need for this. They have a good selection, easy online order and prompt delivery. I am satisfied with all my purchases from this company.
I've purchased several tools from Garret Wade and been very happy with the quality. After a recent issue where I was unable to obtain a discount on an on-line order, their customer service rep contacted me and issued both the discount and refund on a second item. Her personal emails were immediate and much appreciated. I will continue to order from Garret Wade and won't be shy about contacting Customer Service if I have a problem.
Dear Mary, We're very sorry that you needed to add something extra in order to receive the discount. We have issued a refund in the amount of $15.08 (10% off the item you ordered, and a full refund on the extra item you needed to order). Please accept our sincerest apologies. We truly appreciate you as a customer! Thank you so much for your order and your patience.
Everything I have purchased has been of the highest quality. My last order did not contain one of the items I ordered and getting the the matter straightened out was efficient and the item was sent after a phone call to report the problem. Good customer service is important and it exists at G. W.
Website is attractive, easy to navigate with complete and accurate descriptions. Customer service was prompt and courteous. Items arrived well packaged and as described. I just became a lifetime customer.
This Yankee drill is something I've been wanting for a long time. I have already used it and it worked perfectly. The price was reasonable, the shipping was fast, and it even came with a free set of extra bits! If my experience with this company was typical of how they conduct business then I think they will be my go-to company for many other tools in the future.
I recently purchased a large golf umbrella and planned to give it to my nephew in Maine. Unfortunately it was damaged in shipment and after calling Garrett Wade, customer service immediately sent a replacement without any hassle. Kudos!
We're so sorry that the umbrella arrived damaged, Robert! We're glad to hear another was sent out swiftly and without any snags. Thank you very much for stopping by to share your experience with us!
Overview
Garrett Wade has a rating of 3.5 stars from 300 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Garrett Wade most frequently mention customer service and long time. Garrett Wade ranks 1st among Woodworking sites.
- Visit Website
- Brooklyn, NY, United States
- Edit business info
Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you so much for taking the time to post your thoughtful review here, Kathleen! Especially during this very busy time of year. We're delighted to hear you enjoy our products and truly appreciate your sharing your experience. Happy Holidays!