Reviewers frequently report problems with order fulfillment, product durability, and post-sale support—examples include broken hoses, damaged ladders, and pruners that failed. A small number of customers report successful warranty replacements or satisfactory items. If you are considering a Garrett Wade purchase, document orders, save receipts, and photograph shipments on arrival to support any claims. Review shipping, returns, and warranty terms before buying, and consider lower-risk items or local retailers if resilient customer service and fast resolution are priorities.
Examples from available reviews (Dec 2021 – Feb 2026).
Buyer gifted a high-quality, reliable mechanic's vise that arrived well-packaged.
“He uses it every day for work and it has never let him down.”
Hose burst shortly after purchase and company refused a refund.
“Their product, that they sell BROKE, while IN USE.”
Customer returned damaged ladder and still awaits reimbursement for boxing costs.
“Had to pay $102.82 to UPS to return damaged item.”
Rewards redemption failed and rep limited redemptions; customer stopped shopping.
“only one redemption at a time”
Many reviewers report fulfillment and returns failures: missing or damaged items, delayed or denied refunds, and burdensome return-shipping processes.
Multiple buyers say items felt overpriced or poor value after early failure, limited warranty relief, or partial refunds that didn’t resolve losses.
A small set of reviewers describe website and ordering issues: clunky navigation, chatbot shortcomings, catalogue requests unmet, and reviews removed.
Numerous reports of product failures: hoses, pruning tools, blades and loppers breaking, rusting, or otherwise degrading after limited use; occasional positive exceptions.
Customers describe slow or inconsistent customer service: requests for photos, unclear return decisions, unreturned escalation requests, and policy rigidity.
Overall reviews skew negative: many cite combined problems with delivery, product durability, and customer support; a few note satisfactory replacements.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Package marked delivered but missing; customer requests refund and safer delivery options.
“package is marked as delivered, yet I have been unable to locate it”
Package marked delivered but missing; customer requests refund and safer delivery options.
“package is marked as delivered, yet I have been unable to locate it”
Reviewer praises top-notch products and excellent customer service.
“Always top notch products and excellent customer service.”
Reviewer praises top-notch products and excellent customer service.
“Always top notch products and excellent customer service.”
Reviewer says products and customer service are excellent.
“Good products and excellent customer service!”
Reviewer says products and customer service are excellent.
“Good products and excellent customer service!”
Shears never arrived though charged; company said delivered and was unhelpful.
“they said that they had been delivered (they were not)”
Shears never arrived though charged; company said delivered and was unhelpful.
“they said that they had been delivered (they were not)”
Fragile items arrived damaged and replacements were sent quickly.
“within days had replacements.”
Fragile items arrived damaged and replacements were sent quickly.
“within days had replacements.”
Company resent order to correct address at no extra cost and ensured satisfaction.
“They sent the item to the correct address at no additional cost”
Company resent order to correct address at no extra cost and ensured satisfaction.
“They sent the item to the correct address at no additional cost”
High-quality mauls and responsive customer service resolved problems quickly.
“They are both fantastic mauls.”
High-quality mauls and responsive customer service resolved problems quickly.
“They are both fantastic mauls.”
Items are top quality and customer support solved problems quickly.
“The items I’ve received are top quality.”
Items are top quality and customer support solved problems quickly.
“The items I’ve received are top quality.”
Damaged shipment was promptly replaced after contacting customer service.
“they promptly sent the replacement item.”
Damaged shipment was promptly replaced after contacting customer service.
“they promptly sent the replacement item.”
Damaged item was replaced within a week after contacting company.
“a week later a replacement item was at my front door.”
Damaged item was replaced within a week after contacting company.
“a week later a replacement item was at my front door.”
Returned defective accordion but company has not issued refund yet.
“I still do not have a refund.”
They returned a defective accordion but still haven't received a refund.
“Garrett Wade is now not sending me a refund.”
Reviewer praises company and customer service and loved the product.
“Great company and customer service.”
Reviewer praises Garrett Wade's customer service and product.
“Great company and customer service.”
Company corrected order mistake and delivered replacement gift in time.
“Excellent service!!”
Company corrected a shipping mistake and delivered the replacement on time.
“Excellent service!!”
Handle looked cheap so item was returned; no communication about order.
“Really cheap handle on the garden knife that I ordered.”
The garden knife's handle felt cheap, so they returned it immediately.
“Really cheap handle on the garden knife that I ordered.”
Reviewer says products are cheap and customer service terrible.
“Terrible customer service. Products are cheap and from china.”
Reviewer says customer service is terrible and products are cheap.
“Terrible customer service. Products are cheap and from china.”
Received wrong item and repeated requests for photos without resolution.
“I am resolved that they have no intention of correcting their mistake.”
They received the wrong item and couldn't get resolution from customer service.
“Received an item I did not order.”
Broken item returned but charged restocking fee and still awaiting refund.
“they charged a restocking fee! For a broken item!”
They charged a restocking fee for a broken accordion and delayed the refund.
“they charged a restocking fee!”
Paid for expedited shipping but item shipped late via ground and no response.
“they shipped it regular ground, despite charging me about $25 for the expedited shipping.”
They charged for expedited shipping but shipped later via ground and didn't respond.
“they shipped it regular ground, despite charging me about $25 for the expedited shipping.”
Promised shipping date missed and promised manager callbacks never occurred.
“Promised shipping by a date certain and its 5 days later and they still have not shipped.”
They missed promised shipping dates and failed to return calls from management.
“Promised shipping by a date certain and its 5 days later and they still have not shipped.”
Customer worried by unfamiliar staff accent and ownership change, so refused to order.
“people I talked to were very hard to understand”
Reviewer found customer service hard to understand and will not order.
“the people I talked to were very hard to understand”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Garrett Wade is a U.S.-based specialty retailer and catalog/e-commerce seller of hand tools, garden tools, and related hardware for homeowners and tradespeople. The company markets branded and proprietary tools, offers product warranties, and sells via online catalog listings and customer support channels.