If I could give zero stars, I would. Last week I tried to place an order for 20 Micra multi-tools to give as wrap gifts to my set dressers. It was a time sensitive order. The website rejected it about 10 times, telling me that my payment was not good. My bank was not flagging the purchase, but the error message implied it was a problem on my end. It took ages to get a human on the phone once they opened the next day. When I did, she sort of scoffed at me needing them "quickly" (within a week) and instead of offering to transfer me to someone who could help or place the order for me, told me someone would contact me "soon" by email. Apparently, if you need to order more than a few of anything, you have to go through a business orders department. I've never had this be an obligatory step in placing an order with a company. The business department reached a day later, replying to the email I had also sent explaining the problem I was having, but not addressing it at all or explaining, just giving me engraving options and business prices.I basically gave up at that point, but on a whim tried to purchase them ONE more time a few days later because they were truly what I wanted to gift. This time, the website let an order of 10 go through then the subsequent order I tried to place got kicked back multiple times with the same payment error message. It's hard to explain just how frustrating this experience was and how many hours I wasted on this. Today, a few days after placing the order that did go through and choosing rush shipping, I finally had time the time wait on the line with customer service to see where the order was, since no shipping notice or further communication had been sent. It apparently had been "held up" because it was a "large order" -- keep in mind, this is 10 $35 pocket knives being flagged as a large order. No one emailed or called to warn me the order was sitting in limbo for two days. The woman on the phone seemed annoyed that I expressed that this experience was really frustrating. Her response was "okay." She cancelled the order for me and did not seem to care that this experience lost the company an $800 order and also disappointed and lost them a customer. I work in a position where I purchase products for a living. I deal with hundreds of customer service reps a year. This was one of my worst experiences. To lose so much time and to be treated with total apathy on top of literally not being able to purchase their product... it's kind of mind-boggling. Believe these reviews and only purchase directly from Leatherman if you have a month to spare or enjoy banging your head against the wall.
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