Business Profile

Hand Tools

Leatherman Tool Group Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Leatherman Tool Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

14 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Leatherman wave plus multi tool
Business Response
Date: 11/27/2024
This customer purchased an item from one of our retailers and it appears that the box came damaged. The customer reached out to us, filing a warranty claim, and warranty repaired. The customer was not happy that a new tool had been repaired, so another claim was submitted and after the customer spoke with a representative, notes were put in the claim to send out a new tool, which warranty acknowledged and sent. We do not typically send out replacement boxes for items that were sent by our retailers and damaged in transit, but a new tool was sent out. As a courtesy, we will be happy to make an exception and send the customer a box for the new tool he received back.
Customer Answer
Date: 11/27/2024

Complaint: 22578303

I am rejecting this response because:
I do not think the tool sent is new. I want them to send me a new one in the retail box so that I know it is new. The one that I have still seems to have issues. If this can't be provided then I want a full refund.

Sincerely,

******* *****
Business Response
Date: 12/11/2024
As a one-time courtesy, we will provide the customer with a prepaid label to return the new tool he was sent. Once that tool is received, we will send him another new tool in a box.
Customer Answer
Date: 12/11/2024

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:07/28/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Ordered a product and never got the shipping information. I reached out to them and they gave me the number. I checked the shipping number and *** says they haven't received the package. It's been 2 weeks and they have not updated me. This company has been around too long to act like this. No compensation and the item was expensive. Very frustrated and confused why they won't help me on the situation
Business Response
Date: 08/05/2024
On July 13th, an order was placed, processed as shipped on the 15th, with possible departure on the 16th. On July 18th, the customer inquired about a tracking number not received due to an email issue. On July 21st,the customer threatened to contact the ******************** on the tracking not showing up in the carriers system, misattributing them to us instead of the carrier's error and was reminded of the up to 12 business day delivery window; the 12th business day would be on July 31st. On July 30th, a replacement order, along with a free bit and leather sheath, was processed for the customer.
Customer Answer
Date: 08/05/2024

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.

hella nice people at Leatherman

Sincerely,

*********************
Initial Complaint
Date:06/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
My son gifted me a Leatherman Free P2 for my birthday less than a year ago. And with very little use it broke. 100% a cause of bad parts. Leatherman is completely to blame for this failure. However, they are forcing me to pay to fix it. Absolutely terrible warranty policy to force your customers who have already paid for the tool to pay again when it is clearly no fault of mine. I would like Leatherman to ship me a replacement tool or at the very least send me a mailer at no charge so they can fix the tool.
Business Response
Date: 06/10/2024
The customer contacted us to say that his tool was broken. We directed him to the website to file a claim and the customer was told that the responsibility of sending the tool to us was covered by him, but that we would take care of the repair, or replacement if the tool could not be repaired, and the return shipping to him. We are not refusing to cover the warranty, and the process of how to file a claim and get the item to us for repair is posted on our website.
Customer Answer
Date: 06/18/2024
I am unsatisfied with the response from the business.

The basis for my complaint, as I stated, is that I should not have to personally pay any money (shipping fees or other) in order to have the tool repaired when the failure of the tool is entirely the manufacturer's fault.

I understand Leatherman can fix the tool but I have to pay to ship it to them, and regardless of how they want to interpret that expense, at the end of the day it is money out of my pocket to correct their poor quality standards.

The Leatherman warranty penalizes the customer by forcing them to pay shipping fees to correct a manufacturing defect.

This is a terrible customer experience and it is important for other potential customers to know that the quality of a ********************** product is questionable and that if there is a problem the end customer will be out money to correct a problem that is fully Leatherman's fault.

Thank you,

*****
Initial Complaint
Date:04/16/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 placed an order (order number *******) on 3/13/24 for a custom raptor rescue. I received the product on 3/20/24. I noticed the product had a defect in it and contacted weatherman via email on 3/21/24 and 4/8/24 about the defect with no response to either email. I also included photos showing the defect. I have yet to receive any communication about my email complaint and would like a resolution.
Business Response
Date: 04/16/2024
We apologize for the delayed response and have addressed this issue with the representative. A prepaid label was sent to the customer and a replacement order is in process, to be sent out with expedited shipping as soon as the engraving has been completed.
Business Response
Date: 04/29/2024
We just received notification that this complaint had not been responded to, however we see that a reply was posted on April 17th. The response apologized for the lack of response and stated that a prepaid label was sent to the customer to get the original order back and a replacement was processed that same day. Looking at the tracking information on the replacement order, *** shows it was delivered on April 19th at 1:12p to the front door.
Customer Answer
Date: 04/29/2024

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:04/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
My issue with Leatherman multi-tool company out of ******** ****** is that their customer service has went downhill and they were selling a multi-tool called the Leatherman garage batch number 5, 40th anniversary and they only released ***** of this particular model and it's sold out within I think 10 minutes and the people that did get the tool had a hard time and they purchased it at $275 and now the tool is no longer available through Leatherman and now you have people that own this tool brand new that are price gouging and selling it on **** and other websites for $1,200 which to me is completely price gouging and Leatherman really dropped the bomb on this tool because it was a very in-demand multi-tool that they only made not many of and then never apologize for it and now they're allowing people to sell their tool on **** for $1,200 and to me this is complete price gouging and should not be allowed in ******* and when you reach out to their customer service they have no explanation for you and what they did to me was very poor customer service and very disrespectful to the consumer I am when I reach out to them they had no resolution as to what to do and just said oh well yeah it is what it is because people are definitely price gouging people and they knew about it and then just kind of laughed about it and to me this should be stopped and I hope to have some kind of resolution, sincerely *****************
Business Response
Date: 04/03/2024
During the customers call, he asked for specific information on when releases happen and how often. The representatives are not given that information until a few days ahead of an item launching on our site and so that representative was not able to give the customer the information he was asking for. The representative was trying to be helpful and did put the customer on hold to check if by any chance there might have been any of the Garage 005 available, but there wasnt any.

Periodically, limited edition items are released and because they are limited edition the quantities are lower. The Garage 005 was our 40th anniversary edition that we only created ***** of to commemorate the year that Leatherman incorporated.

We offer a sign up for both our regular website and our Garage tools where customers can enter their emails and receive notifications on upcoming specials. In the cases of the limited-edition items, it is only a notification and not a guarantee that the product will be available as they are sold on a first come, first served basis and do tend to sell out quickly.

As for ***** we are not able to control what is listed for sale and sellers will post a price that they think they can get for a particular item.
Customer Answer
Date: 04/03/2024
Yes I understand where they come from but they only make a limited edition but they should have made a lot of them instead of only making ***** of them And then they made a multi-tool that they promised would be similar to the Leatherman garage bash number 5 that was not the same which was called the Leatherman ark and is nowhere near as good and even those are hard to get a hold of and they're extremely expensive and to me it was just very poor business in my opinion and the company should be able to somehow find a Leatherman garage batch number 5 for me and charged me the $275 price for what it sold for when it only lasted 10 minutes on their website so that way I don't have to pay $1,000 And thank you
Business Response
Date: 04/05/2024
As was mentioned before, the representative had checked and we no longer have any stock of the limited edition 40th anniversary tool to sell and therefore are unable to comply with the customers request.
Customer Answer
Date: 04/06/2024

Complaint: 21511553

I am rejecting this response because: *********** should have made the Leatherman garage batch number 5 multi-tool available to everyone and not just a limited time of 10 minutes to be sold out and to me there should be some kind of compensation to where they're willing to either build more of this particular multi-tool or find a way to purchase this multi-tool for a customer and sell them that tool for $275 which was the selling price when it first came out, two give good customer service

Sincerely,

*****************
Initial Complaint
Date:01/29/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Package was lost in shipping, its been 5 days since Ive had update and the shipping company wont help me. Spoke with Leatherman and they want me to wait 12 DAYS before attempting to send another or a refund. These are tools Im depending on for work and this time frame in unacceptable. Ill be filing a complaint with credit card company as well.
Business Response
Date: 01/30/2024
The customer placed an order on January 21, ****. We have a 1-3 business day processing time and his order was shipped out on January 22, ****. The customer chose standard shipping at checkout and our website states that standard shipping will be delivered in **** business days, but there is no specific date in this time frame for the delivery to occur. The customer sent an email on January 29th, following that up with a chat, stating that his order had not been received and he'd expected it 4 days ago. Each of the reps he communicated with let him know that we could consider it lost if the order had not shown up by February 5th, but the customer said that this time frame was unacceptable and if no resolution was found he would be filing a claim with his bank. The last rep with whom he communicated submitted a replacement order. Please note that tracking on the original order shows it was delivered on January 29, **** at 5:34pm.
Customer Answer
Date: 01/30/2024

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:11/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Hello this is regarding a purchase made the 4th of November 2023. The purchase was for a customized WAVE PLUS TOOL which has added personalized inscriptions made as a gift for my son. I bought the gift with much anticipation so that it could arrive before his birthday which is November the 18. The actual product was shipped and delivered with exceptional timing but there was one inscription which was poorly printed. The inscription which reads "be brave" on the handle of the tool was imprinted misaligned . I needed the tool to be exactly how I ************* , seeing as I paid the extra fee for this service. Since receiving the product I have spoken and stayed on the line the agent ( the only agent which I could speak to after having called multiple times) for an hour . The agent guaranteed me a solution as to either having a replacement tool or a complete refund and stated that by the end of the current day, one of the 2 options would occur . The agent did not communicate back to me through phone or email. At the same time I sent a total of 8 emails , just trying to get a response to my situation and finally an agent responded to my emails and also apologized for the inconvenience and also said that the refund would be sent to me and still nothing . As of now I have not heard from them. The main reason for this complaint is that both agents were aware that it is a birthday present that had to be ready before a certain date and consciously ignored my time limit . I have tried to call them only to have the automated responder hang up on me, and emails do not work as I no longer get any replies . I am at a loss and I guess the gift is going to be gifted with the defect. I am a first time customer and last time customer. The customer service both through emails and phone service is very poor . I hate the fact that I paid expensive for a customized product and have no option but to keep the defected product.
Business Response
Date: 11/18/2023
Customer placed an order with engraving and when received contacted us to let us know that it was incorrect. We checked the engraving link submitted against the images supplied by the customer and the engraving had been done per the link. We believe that the customer may not have realized that the placement of the engraving would roll over the edge of the handle. A replacement order was done and the engraving was adjust slightly so that the roll would not occur again. Order was shipped and delivered on November 16th and in time for the customer's event.
Customer Answer
Date: 11/22/2023

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:10/24/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
On October 17, 2023, I placed an order for a new Leatherman Arc. After completing the order, I received an email confirmation for order#*******. Nothing ***********'t received the tool nor shipping info. I've sent numerous emails and attempted 10 calls to customer service. The phone cue says the wait is upwards of three hours. I've left my phone # for a call a call back each time and received no response. I just want the tool that I ordered. Thanks.
Business Response
Date: 10/25/2023
Hello,
Due to the unprecedented high volume of calls and emails we have received with the launch of our new tool, we have been answering those calls and emails in the order received.
Normal processing time on a non-customized item is up to 3 business days, but the overwhelming interest and demand of the new tool has meant that we may take a day or two longer to process. We do see that this customer's order was processed as shipped on October 21, 2023 and an email is automatically sent which contains the tracking information. Although our Logistics team processes orders over the weekend, the carriers only pick up from us during regular business days which are Monday through Friday. The carrier picked up this order on October 23, 2023 and it is currently enroute with an estimated delivery date of October 30, 2023.
There is a note in the order that a call was made to the customer today, but the representative had to leave a message when they were not able to connect.
Initial Complaint
Date:09/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 just had leatherman replace my scissors. I received some used ones that have pinkish hardened stuff on them. I have contacted them and all they are claiming it is lubricant. I have never seen lubricant that looks like this or smells like this. I am highly dissatisfied with the service I have gotten from them and just want a pair that works. I did not send my clean like new pair to receive something used like this. This is not fair customer service. I waited enough time to get a set back and they want me to go through the process again. I have already been without them for a couple of weeks and I am not waiting again. I just want my item working and not to come back with stuff on them. For what I use mine for who knows if they sent me a pair with bodily fluids/remnants in them. It is absolutely nasty.
Business Response
Date: 09/05/2023
The customer engaged in a chat with one of our representatives at 12:19 pm PT. The customer was upset because there was a substance on the new replacement tool and he suspected the tool to have been a used one that was sent back to him, asking if possibly there were bodily fluids on it. The representative asked the customer for a picture of the issue and when the picture was received the customer was informed that what he was seeing was a lubricant that is used on the Raptor that did not get wiped off completely. During the conversation the customer let the representative know that he had already filed a complaint with the Better Business Bureau. After checking further inquiries, the representative informed the customer that it was actually Loctite 262 that was used a bit excessively during assembly and that it could be wiped off. The customer was not satisfied with that answer and was offered a few options to resolve the issue. The option the customer chose was that he would be sent a prepaid label to return the new tool in his possession after he received a new tool out of the ********* center that would be inspected first before sending out to make sure there was no excessive Loctite mixed with the lubricant. The prepaid label has already been sent and the representative is waiting for the new tool to be delivered so it can be inspected and the estimated ship date is Wednesday, September 6th.
Customer Answer
Date: 09/05/2023

Complaint: 20558266

I am rejecting this response because: I have notified you that this was not the loctite. I know what that looks like and it is not what is on my product. I was not given multiple options the only one was to replace them again. You have lost my trust. I have always thought you were a good company but now I have lost faith in you. I waited weeks to get a pair back and now I still dont have a good pair. Mine were kept very clean until a spring out of no where flew out of my old pair. Like that could have injured someone. Completely wrong. These are worth around $99 and cant even hold up? Crazy in my opinion. Additionally the customer service is horrid. I waited a hour tonight. And the last few times I reached out I diddnt even get connected to a agent.

Sincerely,

******************
Initial Complaint
Date:07/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Hello. I am filing this complaint reluctantly after attempting to communicate with Leatherman and receiving no response back to my inquiry and request for a phone call back. I have always admired Leatherman products and have owned and used several Leatherman products over the years. In the past I always received good customer service from them.On 7/5/2023, I placed an order #******* in the amount of $291.50 for the following:BATCH #***: 40th Anniversary Tool Item #: ****** Color: White ******* 40th Anniversary Sheath Just to let you know up front I am a private individual and am not a business or merchant of any sort. Anyway, shortly after placing the order my daughters car broke down and I realized I needed to help her pay for extensive repairs. So I went ahead and placed the tool up for presale on **** so I could recoup some money and pay for her repair. I was not trying to be a scalper or reseller of Leatherman products.Then on 7/12/23 I received the following cryptic, and frankly rather offensive email from Leatherman regarding some policy of theirs and making an unfounded accusation and basically just acting as judge jury and executioner and not even trying to just call me and talk or anything:Hello, We are reaching out to you today to let you know our *************************** has identified you as an unauthorized reseller of our product. Because of this, your recent order has been cancelled and the payment authorization hold will be released back to your account in a few business days. Regards, Leatherman Tool Group, Inc.O: ***************** E: ******************************* leatherman.com INSTAGRAM ************************** If Leatherman does have some policy against an individual purchasing a product and selling it then thats fine post it clearly or call me and let me know, do something but I was definitely unaware of the existence of such and never intended to do anything in the least underhanded. I am shocked and somewhat upset at this.
Business Response
Date: 07/20/2023
Hello,
This customer has a registered email in our system. When registering his email, he agreed to the terms and conditions that are available to view prior to signing up. These terms and conditions include, but are not limited to:

Intellectual Property Rights.
Without limiting the Terms, Leatherman and its licensors own and retain all right,title and interest in and to any copyright, trademark, patent or other intellectual property embodied in the Website. Such intellectual property is protected under ************* and other countries' copyright, trademark and other laws and international treaty provisions. Any unauthorized use by you of this intellectual property may subject you to civil and criminal penalties.Without limiting the above, the trademarks, logos and service marks (Marks)displayed on the Website are the property of Leatherman or its licensors or content providers, or other parties. Users or any parties acting on their behalf are prohibited from using any Marks for any purpose, including, but not limited to, use as meta tags on other pages or sites without the written permission of Leatherman or such third party which may own the Marks. You may not use frames or utilize framing techniques or technology to enclose any content included on the Website without our express written consent. Further,you may not utilize any Website content in any meta tags or any other hidden text techniques or technologies without our express written consent.

Cancellations to Orders; Returns.
We may, in our sole discretion, choose to cancel your order in certain circumstances. This may occur, for example, when the product you wish to purchase has been mispriced, when we suspect the request is fraudulent, or in other circumstances we deem appropriate.

The order the customer is referring to is a special edition tool that we made less than ***** of. This tool sold out within minutes of going live on our website and we had several customers contact us to let us know that they are seeing continued E-bay listings for this item. Our Brand Protection team is tasked with not only protecting our Brand, but protecting our customers as well and shutting down any unauthorized reselling of our product as they find them.
Customer Answer
Date: 07/20/2023

Complaint: 20338130

I am rejecting this response because:
OK, I understand why some people who may not have gotten to order a tool they wanted were upset. I was not trying to hurt Leatherman in any way. Can you be more specific on this policy? Like if someone orders a tool from you are they barred from ever selling that tool even a week, a month, a year later? Or only if they have used said tool and it is not new?
Also, since this was an honest mistake on my part, (I am sure many people dont read all the legalese on website registration pages), am I free to order merchandise with you again in the future, or have I been blacklisted from being a Leatherman customer? Im not trying to be difficult just to understand fully where I stand.
please feel free to call if you would like to discuss this further.
Sincerely,

***********************
Business Response
Date: 07/27/2023
You will be able to continue to purchase products from Leatherman website, but please understand that Leatherman reserves the right to cancel orders as laid out on the website.
Customer Answer
Date: 07/27/2023

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,

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

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Leatherman Tool Group Inc is NOT a BBB Accredited Business.