Garrett Wade - Reviews and experiences

shipments missing items with no heads-up, one order vanishing, returns that sat without responses until I kept poking. The chatbot was useless, and live help was rare. The kicker was an all-metal nozzle that split after a few months — a $100 piece, mind you. After public feedback they did eventually refund/replace, which is why I can say I ended up satisfied, finally. It shouldn’t take a complaint to get there, but at least it worked out in the end.

the return instructions required the item to be taken to UPS in a box. Problem is the original box was shredded. I told the rep I couldn’t reuse it; they said to buy a new box, take the ladder to UPS, and submit the receipt. The weird part: the agent said they weren’t authorized to refund me cash, only to give "store credit." That felt like a dodge — I don’t want forced credit where I have to spend more with them to get my money back.
Rather than escalate on the spot I took the label to UPS, assuming a box would be a small extra. The UPS counter estimated the box and handling at about $100 (plus tax), and that’s what I paid — $102.82 total — because I needed the ladder returned and didn’t want to spend time fighting it out. I emailed the receipt to customer service and explicitly asked for reimbursement by cheque or bank refund, not store credit. The rep offered store credit again and said this would be escalated if I insisted on cash. Then things slowed down: I was told they were "investigating" and to "be patient." No timeline, no owner of the issue, and follow-ups just produced variations of "this takes time."
They did refund the original purchase price eventually, so that part ended up sorted, but I still haven’t been reimbursed for the box cost. It’s the $102.82 that stands out — not a tiny sum, and it feels unnecessary because the whole mess started with their damaged outbound packaging. The whole interaction was factual, nothing dramatic, but also irritating: decent ordering flow, poor handling of damaged goods, and a refund policy that in practice pushed store credit over a straight reimbursement. A small bit of enthusiasm remains — the ladder itself (once returned and replaced) would have been fine — but the runaround and refusal to give a timely cash refund left a sour aftertaste.

I got these really awesome tools for my dad, but when he tried to return one of them, it turned into a big whole ordeal. The company has great products, but dealing with returns is such a hassle. It takes forever to get your refund, even after they receive the item back!

They really messed up by sending me the wrong item and then making me foot the bill for their mistake. It was such a hassle, I had to use my own time and gas to drive to the Post Office and send back the item they sent by mistake. And get this, they didn't even stick to their own return policy! It clearly states that the item "purchased" has to be returned for a refund. They seem to think that "purchased" and "received" mean the same thing, but that's just not right. And when I offered to just leave the item on my porch for pick-up, they insisted that I cough up $10 and take it to the Post Office myself. Can you believe it?

Don't bother with this company's supposed 90-day return policy. It's a joke and a waste of time. They say they'll give you a full refund within 90 days, but good luck actually getting it. The amount they refund is always off, and sometimes they claim they've refunded you when they haven't. And if you try talking to their customer service, good luck again. They're useless, rude, and just plain incompetent. Hours on the phone, arguing, waiting on hold - all for nothing. Stay away from this company, unless you want to deal with a bunch of crooked idiots!