Feedback is split between steady praise for well-made hand tools and recurring complaints about fulfillment. Many buyers say the company quickly replaces or swaps items under warranty when products arrive damaged. Other reviews describe missing packages, incorrect or incomplete shipments, slow refunds, and surprise fees. Communication concerns include missed shipping commitments and manager callbacks that never came.
Examples from available reviews (Dec 2021 – Mar 2026).
Items are top quality and customer support solved problems quickly.
“The items I’ve received are top quality.”
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.”
Items were charged and shipped but never received, customer calls it scam.
“I have not received any of the items.”
The garden knife's handle felt cheap, so they returned it immediately.
“Really cheap handle on the garden knife that I ordered.”
Fulfillment issues come up often. Reviews mention orders that never arrived, wrong models delivered, and kits missing pieces. Several positive reviews also describe quick replacements or reshipments sent at no extra cost.
Value ratings depend on what happened. Customers who received sturdy tools call them a good deal, while complaints about paying for expedited shipping that didn’t deliver faster, restocking fees, and return shipping that wasn’t reimbursed pull value scores down.
Ordering and delivery create frequent frustration. Reviewers cite failed website orders, catalog requests that never arrived, and kits delivered with missing components. Catalog and site-order problems show up less often than delivery and refund complaints.
Product experiences vary widely. Many reviewers applaud heavy-duty tools such as mauls and vises and say they hold up well. Others report early problems, including hoses that split, handles that come loose, blades that arrive rusted or go dull, and pruner springs that snap after light use.
Shipping updates and escalations are common weak spots. Customers mention promised ship dates that slipped, manager callbacks that never happened, and repeated photo requests with no resolution. A few reviews note hard-to-understand support staff and one complaint about limited rewards redemption options.
Overall views swing with the outcome. Happy customers point to fast warranty help and effective replacements. Unhappy customers focus on refunds that didn’t get resolved, what they saw as refusal to replace missing items, and poorly handled returns.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: March 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. retailer that sells hand tools and hardware for woodworking, gardening, and home upkeep. Its lineup includes saws, knives, axes, pruners, vises, and related accessories, offered through an online store and a printed catalog. Product pages usually show photos, specs, and ordering choices. Customers can choose standard or expedited shipping and can order online or by mail.