Review Time
On 3/1/25 I bought a “Beechwood extendable ladder” from Garret Wade. Shipping and handling was $16.00 and with tax the total was $290.54. GW’s Return Policy states....you may return any item within 90 days... We pay for the return shipping costs if you use the prepaid label generated by completing our online return process. On 3/5/25 I received the above item:1. The delivery box was seriously damaged. Both long ends were torn and bout 50% of the square footage of the box was held together by packaging tape which had broken open. See photos2. There was no Owner’s Manual. 3. The ladder was broken. See photos4. The ladder was not wood.I took photos and notified GW and the CS representative sent a return UPS label. But the instructions stated that the item had to be taken to UPS boxed.I called GW CS and told them that I cannot return the ladder in the delivery box as it was too damaged. The agent said to take the ladder to UPS and pay for a new box and send GW CS the receipt. S/he said that CS is not authorized to reimburse me for the cost of a new box but would issue “store credit.” But the S&H for sending the item was $16.00, and not wanting to argue over what I thought would not be more than that I took the item to UPS with the return shipping label. But the UPS clerk said that a new box would cost $97.00 + tax. I called GW CS and sent a copy of the receipt for $102.82. He offered me store credit for the amount. I told him that store credit was not acceptable as it forces me to spend more money at their store. I requested a check for $102.82; and if unable to do that to please escalate my complaint to whomever does have that authority. But the complaint was never escalated and by 3/25 I asked when can I expect to be paid. The reply from Melvin was that they are "investigating" and that I needed to "be patient." I was not told what they were investigating. On 3/19/25 I again requested information on the nature of their investigation and how long it will take. I also sent a copy of the GW Return Policy and received a reply from Rene stating that I had to "be patient… this takes time." I then asked for an estimate of the anticipated time. Rene replied that they do not know... I just needed to be patient.As of 3/22/25 GW has refunded the original cost of the item but has not reimbursed the $102.82 that I had to pay UPS for a box in which to return the item sent in a box so severely damaged as to preclude reuse. Today is 3/26/25 and I still have heard nothing from GW.
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Garrett Wade - Where good tools come first since 1975. Offering unique tools of exceptional quality and solid value. Our standards are as tough as the tools we sell
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