ComplaintsforGearwrench
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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I filed a warranty claim in March of this year for some tools that broke, this company offers a lifetime warranty, and you can find these tools at any auto parts store or home depot but to claim a warranty you must do so through from the Gearwrench or **** website, unfortunately it is very frustrating. I made a claim for 11 tools that were breaking over the years. Some of them I bought more than 6 years ago. When I made my claim, I only received 9 of the 11. I contacted them via email and The person who was supposedly helping me asked me for my claim number and they didn't answer me anymore so I filed a new claim on May 30 with case number #****** and #****** but they haven't answered me, it's really frustrating. They cannot give you a guarantee in the store where they sell them, so if they break you have to wait months for them to give you an answer, the tools are good but the customer service is very very badBusiness response
06/13/2024
Email sent to:***********************
I have also left a VM for Mr. **** on phone number that was provided by the BBB. Thank you for the opportunity to better serve our customer.
Hello ****,
I have recently left you a VM. We do have your order, and it is shipping. Your order confirmation is:***-***-**** This order contains the 18MM, and the 10MM. It looks that the 18MM was delivered via *** yesterday under tracking # ******************.
Unfortunately, the 10MM is one of the most popular tools we sell. This item is on a backorder status with a resupply date of mid-July. You will most likely receive this tool by end of July. If you do not, please respond to this email and let me know, so I may provide an update.
I am attaching your proof of delivery for the 18MM, and your order confirmation.
Thank you, ****, and I hope you have a great day.
Respectfully,
Ben *****
Supervisor, Customer Service
**** Tool Group, LLC
Office: ###-###-####Customer response
06/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Looking to see what’s going on with my warranty items I warrantedBusiness response
12/21/2023
Hi ******
We're sorry to hear that you're having trouble! We want to do everything we can to help you, however, we haven't seen any orders under your name. Nor does it look like you've ever created a profile with us or signed in to Gear.com. Do you happen to have an order confirmation number? Gear.com orders also send out an order confirmation email with every order. Please verify that you are contacting the correct business.
Bank statement charges from Gear.com can look like this: "Month/Day - SP * GEAR COM PRODUCTI". Gear.com is often mixed up with other online retailers that use the word "gear" like GearSplay.com, GearBubble.com, GearDate.com, etc... The charges on your bank statement should list the full website that charged your account.
We are an outdoor gear retailer - www.gear.com - and we sell tents, backpacks, apparel, and other outdoor recreation equipment. Please feel free to check us out and take advantage of our promotion for 15% off and free shipping on your next qualifying order of $69 or more when you sign up on Gear.com!Business response
12/27/2023
Hi ******
It looks like you are trying to get in contact with Gearwrench. This is Gear.com. Here is Gearwrench's contact information:
Gearwrench.com
Phone#1-800-688-8949
Email: contactus@gearwrench.com
******* ******** **********************************
Customer response
12/28/2023
Complaint: 21018615
I am rejecting this response because:
Sincerely,
***** ********* sorry my bad
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.