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Garrett Wade

Garrett Wade

www.garrettwade.com
What is your customer experience with Garrett Wade?

Garrett Wade Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Garrett Wade has 2.6 star rating based on 7 customer reviews. Consumers are mostly neutral.

  • Rating Distribution
  • Pros: Eclectic products.
    Cons: Rude customer service, Trash, Used once and was trashed.

  • Recent recommendations regarding this business are as follows: "1. Do not buy from Garret Wade because although their website clearly states that there is no charge to return item they do not follow it. They also will not escalate a complaint and will keep you in a holding pattern indefinitely without telling you why you are holding.", "Dont buy from this company", "Dont use your products", "If you expect "customer service" you won't get it. They apparently don't want to be bothered with you.".

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Garrett Wade - Their Policy is to pay for returns if they issue a return label. I...
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Paulette M Lkn

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| map-marker Ann Arbor, Michigan

Resolved: Their Policy is to pay for returns if they issue a return label. I received a damaged item in a box that could not be reused for return and was charged $102 by UPS for a new box.

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Updated by user Apr 05, 2025

Company fixed the issue and I have been provided with apology. GW would NOT issue me a check for the $102.84 that UPS charged me to return the item.

They would issue a refund via Pay Pal.

The ONLY other option offered was a "wire transfer" to my savings or checking account that would have necessitated me to give GW my account numbers in full. I thus had to reactivate my PP account at an additional cost of about $5.00.

Original review updated Mar 20, 2025
On 3/1/25 I bought a Beechwood extendable ladder from Garret Wade. Shipping and handling was $16.00 and with tax the total was $290.54.
GWs Return Policy states: If you are not completely satisfied you may return any item within 90 days from the date the items were shipped.

We pay for the return shipping costs if you use the prepaid label generated by completing our online return process.
On 3/5/25 I received the above item. Of note was the following:
1. The box in which it was delivered was seriously damaged with multiple tears. Both long ends were 25-50% torn.

More than 50% of the square footage of the box was held together by packaging tape and there were tears within the tape. See photos
2. There was no Owners Manual. I suspect it fell out.
3.The ladder was broken.

A peg connecting the alleged wood to the metal frame and stabilizing bar was fractured. See photos
4.The ladder was not wood. It looked and felt like plastic or a wood composite but again there was no manual and no description of the product composition.
I took photos and notified GW. Upon seeing the photos the CS representative said that there no further questions and that s/he would send a return label.

But the instructions accompanying the label stated that the item had to be taken to UPS boxed.
I called Customer Service and told them that I cannot return the ladder in the box in which it was received as it was too damaged. The CS agent directed me to take the ladder to UPS and pay for a new box and send GW CS the receipt. S/he said that CS is not authorized to reimburse me for the cost of a new box but would issue store credit.
Knowing that the S&H cost of sending the item was $16.00, and not wanting to engage in a potential argument I proceeded to take the item to the UPS Store along with the return shipping label. But the UPS clerk said that a new box would cost $97.00 + tax.

I asked for a receipt, went home and called GW CS and sent a copy of the receipt for $102.82.
I was told by CS that they were only authorized to give me store credit for the extra money that I had to pay in order to return the item via their chosen carrier. I told him that store credit was not acceptable as it only forces me to spend more money at their store. I requested that GW send me a check for $102.82; and if CS is unable to do that the please escalate my complaint to whomever does have that authority. Until that time I had spoken to Rene and to Rain.
The next day, 3/8/25 I was sent a message from a Melvin and because it was a new name assumed that the complaint had been escalated as I had requested.

But by 3/25 I had not heard from GW and asked Melvin when can I expect to be paid as their Policy clearly states that returns are free. He replied by telling me that they are investigating and that I need to be patient. I was not told what they were investigating. It seemed straightforward.

The item and packaging were damaged and they had sent a return label in acknowledgement of that fact. If there was a problem they never would have sent me the return label.
On 3/19/25 I again requested information (from Rene, Rain and Melvin) on the nature of their investigation and how long it will take and to escalate this to whomever has authority over them. I also sent a copy of GW's Return Policy posted on their website. I received a Reply from Rene telling me that I had to be patient this takes time.

I replied by asking how much time do you anticipate and received a reply that they do not know. I just need to be patient.
As of 3/20/25 GW has refunded to my credit card the original cost of the item $290.54 but has not reimbursed me for the $102.82 that I had to pay UPS to return it when their own Policy clearly states that there is no charge for authorized returns, which this was.
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User's recommendation: 1. Do not buy from Garret Wade because although their website clearly states that there is no charge to return item they do not follow it. They also will not escalate a complaint and will keep you in a holding pattern indefinitely without telling you why you are holding.

2 comments
Guest

You wrote “S/he said that CS is not authorized to reimburse me for the cost of the box but would issue store credit”. Then you took it to UPS, it was $97+, you asked for a receipt, went home, called and sent copy of receipt.

They told you about only store credit AGAIN.

You do deserve the money for the box back in the form of a check, but I’m wondering why you didn’t contact them before spending $97+. Especially since they already told you about only getting store credit.

Gurpreet Ole
reply icon Replying to comment of Guest-2670979

I contacted GW before leaving my house and was told if UPS wanted money to get a receipt and that they would do what they could to get authorization. But once at UPS what was I to do?

If I did not return it I would have lost the $300 for the item. I thought that GW would honor their written policy. They could see from the photos that I sent that the box could not be reused and nothing in their Policy said that it had to be returned in the original box. It said that the aim was to please the customer and that returns are free.

I was told, that the issue would be turned over to whomever had authority to issue additional fees if demanded by UPS. Since they so readily agreed upon seeing the photos that the item should be returned I did not anticipate this.

The issue is between GW and UPS. It should not involve me at all.

View more comments (1)
Kadrian Yqe

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Warren, Ohio

Never got Granpa's weeder, and was charged.

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It appears the address 196 Donna Ct, that is a circular street, with 4 houses, that all start with a 1.The address on shipping label was 96. NO USE OF COMMON SENSE.

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Gary C Vhh

Unspzecified

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Your western saw is trash I've tried numerous times to contact you for a refund , to no avail I get no where

View full review
Loss:
$200
Cons:
  • Trash

Preferred solution: Full refund

User's recommendation: Dont use your products

kristyann H

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Product falure

The teeth on your western saw chipped , did not hold there off set , hence the saw binds , a beaver could cut a tree faster

View full review
Loss:
$89
Cons:
  • Used once and was trashed

Preferred solution: Full refund

User's recommendation: Dont buy from this company

Anonymous
map-marker Portland, Oregon

Incredibly bad service - Are you a government agency?

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I sent in an order and they couldn't read my credit card number. Understandable.

The message was on my answering machine and when I called the number. I waited over an hour on four occasions to talk to someone. I talked to two "customer service" agents who asked stupid questions and then put me on hold. Each time it was over five minutes and the line went dead and I got a dial tone.

Apparently, the only way you can reach this company is on their "customer service" line, which averages ten to twenty minute waits. I have experienced terrible customer service before, but this is the worst.

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User's recommendation: If you expect "customer service" you won't get it. They apparently don't want to be bothered with you.

Anonymous
map-marker Portland, Oregon

Incredibly bad service - Are you a government agency?

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I already did this, but the problem is you. Your goal is to drive people with valid complaints away by sweeping us into a whirlpool and never letting us out. *** you and *** Garrett Wade, a company that would hire you.

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ALVIN L Gtp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

No"free" shipping

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ordered items from garrett wade/paid $10 shipping/2days later email from garrett wade offers free shipping/ called garrett wade and asked for the "free" shipping to be applied to my order/was told "no"

View full review
Loss:
$64
Pros:
  • Eclectic products
Cons:
  • Rude customer service
Reason of review:
"free" shipping denied

Preferred solution: Full refund

Anonymous
map-marker Deridder, Louisiana

Waiting for refund

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got refund/ will not order from garrett wade again/ thanks for your help

View full review
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

No "free" shipping to you

on 05/02/2019 i ordered items from garrett wade on line.invoice 431****.saw in email garrett wade offered "free" shipping called 800 number AND asked for 'free" shipping /told by rude lady 'no "free" shipping for you' returned package tracking #950551****469134****11 on 05/31/19 email states"once your package has been received back" still waiting for refund

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Reason of review:
Order processing issue

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