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Business Profile

Tools

Gearwrench

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am get in contact with because it I filed a warranty with GearWrench witch my cuzen help me file and think is under his ***il *********************** with all My info and its about my GearWrench ***** 243 Pc. 6 Point Mechanics Tool Set in 3 Drawer Storage Box a month or 2 ago and and they got lifetime warranty for the item and after I filed the warranty I waited a few weeks and I did hear nothing back but to send pics witch I did and I waited a week longer and I did here any thing back so I called them from my Cuzens phone with the number is ********** and talk to some one then asked for a manager and the manager called me back and told me there on back order as soon as they get them in stock they would send me a ***lacement and then a few days or a week later I got *** from them or the company that owns them saying they will not be sending me a *** set after a manager over the phone told me they would send me a ***lacement when they come back in stock and have still got nothing and I cant belive a manager on the phone told they would warranty it when had back in stock and some one in my ***il from gearwrench or the company that owns them or my Cuzens ***il gave us. Told me they wont be sending me a ***lacement when they got a lifetime warranty on it and and got told in phone call me for they that ***il they would ***lace it so that messed up I want them to ***lace it like the manger on the phone told me they would

    Business Response

    Date: 08/29/2024

    Dear *******,

    Thank you for contacting us regarding Case ID #********. We appreciate the opportunity to address Mr. *********** concerns.

    After reviewing the warranty claim, we found that the images provided did not appear to be original photos of the tools in question but rather stock images from online sources. Additionally, the claim lacked specific details about the purchase and the issues with the tools.

    Our warranty policy is designed to address defects in individual components, and we are unable to process claims for entire tool sets without clear evidence of a defect. We would be happy to review Mr. *********** claim further if he can provide original photos of the defective components and additional details about the purchase.

    We are committed to resolving this matter and assisting our customers in accordance with our warranty terms. Please find attached the images submitted by the customer alongside the stock images for your reference.

    Thank you for your attention to this matter. We are available to provide further assistance as needed.

  • Initial Complaint

    Date:06/07/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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 bad

    Business Response

    Date: 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 Answer

    Date: 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

    Date:01/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.


    Complaint: 21018615



    I am rejecting this response because:



    Sincerely,



    ***** ********* sorry my bad

    Business Response

    Date: 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

    Date: 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: [email protected]

    ******* ******** **********************************

    Customer Answer

    Date: 01/03/2024

    Looking to see what’s going on with my warranty items I warranted

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