Julionna Uhy

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#4877609 
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Erratic Order Processing and Non-Existent Customer Service

2.1
Leatherman Tool Group - Erratic Order Processing and Non-Existent Customer Service
I have placed two orders with Leatherman via their web site within a couple of weeks. Even paid for expedited shipping, which was calculated as arriving to me within 4 business days of order. It took them 5 business days to ship it, and arrived within 3 days. My second order was placed after receiving the initial order, and received a cryptic phone call on a Saturday (when they were apparently closed) saying my order had a problem and would be canceled on Monday if I do not call them. I have sent multiple emails and multiple phone calls, which immediately go to a hold pattern for 15 mins and then dump you to voicemail, which you never get a call back. Leatherman customer service is a black hole, and if they cancel my order, that is fine as long as I get a refund. Love their product, and the web site is ok, but clearly out of sync with their actual business practices. I will never buy another product from directly from them. Do better, Leatherman. Completely unacceptable business practices.
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Pros:
  • Good product
Cons:
  • Non existent customer service and slow order processing

Preferred solution: Apology

User's recommendation: Never buy directly from Leatherman, and never expect customer service.

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Resolved
Robert Tmc

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#4731865 
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Resolved: New skeletool had round screw cap fall out after 2 days and couldn't find it after

Leatherman Tool Group - New skeletool had round screw cap fall out after 2 days and couldn't find it after
Updated by user Jun 27, 2023

I bought a leatherman MUT, which is an accessory kit, with a few screws and an adjustment tool.

Original review Jun 27, 2023
It doesnt make sense that those round screwcaps arent available with tightening screwdrivers. And i wasnt happy that the tool arrived loose. I havent found the thing yet.
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User's recommendation: I purchased the leatherman MUT from Amazon, which is an accessory kit. It had a good adjustment tool, and a screw that fix the problem, although I had thought the bigger screw might solve the problem.

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Procopis G
#1899846 
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Broken otf Leatherman

4.0