"Note that this parent company (Two Point Enterprises) operates several retail websites: hand-tools.com, gerber-tools.com, kershaw-knives.net, and sog-knives.net.
I placed an order with this company and received no email confirmation or email of any kind. A week or so later, having received no notice of my order or of shipping, I emailed to request a cancellation. I was informed by a representative (who curtly insisted that they HAD sent me an order confirmation) that it was too late to cancel the order as "it has already shipped." Days later I received an email stating that the shipping label had just been created and the order was about to be shipped out – the rep had simply lied about the shipment.
I contacted them again and voiced my dissatisfaction, as they could have canceled my order as it had not even shipped (as the representative had falsely claimed). The same rep then rudely and dismissively gave me a vague spiel about how they can't cancel orders due to their shipping policies. She even flatly stated that it takes up to 11 days(!) to ship out orders. On what planet is this acceptable?
It's clear that this company is a drop-shipping operation – they do not keep much of their inventory on hand and ship it from elsewhere. This results in long shipping times, miscommunication, and poor service in general, as was displayed here. The rude customer "service" rep also informed me that if I wished to make a return, they have a 20% restocking fee. Not only is this wildly excessive, but I can tell you (having run an online business for years myself) that "restocking fees" are nonsense. It costs nothing to accept returns – it's a tactic to pressure customers into NOT making returns. "Restocking fees" are a practice you most often see with shady ebay sellers.
TL;DR: Four strikes: 1) It took almost two weeks for my initial order to even ship out (with no confirmation email). 2) Despite this, they curtly refused to cancel my order days before it shipped. 3) RUDE and dismissive customer service. 4) Extortive 20% "restocking fee." Take your money to a professional business who actually cares, there are plenty out there. This amateur hour company's service is abysmal on every level, all the way down. Avoid."
"I ordered a Gerber Knife from Two Point Enterprise, LLC dba Gerber-Tools.com. It is to be a gift for my grandson who is graduating from USMC boot camp in a couple of weeks. Therefore, timely delivery and accuracy of the order was essential. The knife arrived a day ahead of schedule and was handled very well in every way. Following are some details about the order:
I have inspected the knife quite thoroughly. It functions well and I am sure it will open more quickly as it is broken in. But it is quite quick and locks securely even as new as it is. It also has very little lateral play in the blade which is the way it should be.
The engraving job Two Point did is very nice and also accurate. I wish it had a little more contrast like the Gerber logo on the blade, but with the toughness of the Kevlar coating and the blade material itself, I believe they did the best they could. It is legible and I believe my grandson will be happy with it. I am very happy with the purchase and the service I received.
One other thing I want to say. Alex, on staff at Two Point, did a wonderful job helping me determine the correct wording to be engraved on the knife and he helped me know the best way to ship so that i would get the knife on time. Thanks Alex!"
"Aloha friends,
The 3 $29.99 $89.97 31-000304 - Gerber Game Tracker Blood Tracking Flashlight 31-000304
3 $4.95 $14.85 ADDLASER - Laser engraving
arrived today. Everything is as ordered. The engraving is a nice personal touch. My sons can't wait for the next hunt to use them.
Great doing business with you.
Mahalo,
Al"
"Great customer service today when I called to report the wrong size sheath was originally sent. Lisa is sending the correct size sheath & told me to keep the wrong sized sheath. I offered to pay for it, but Lisa insisted that I did NOT have to do that. Thank you for your quick response to my inquiry. Joel W., Salem, OR"
"found them very efficent,goods arrived when they said they would and was so happy with there service have placed other orders since.many thanks ian"
"It don't get no good'r-n- this. They were so efficient I couldn't even keep up with them. Fast shipping, Great products, Recieved as ordered. Nice lazer etching. Nice embroidery. I always wanted personalized knives. Now I have them. Thanks a million..."
"All products are on its cheaper prices."
"I did my first order and it went very well. Quick shipping, good communication and quality goods. I'll do business again with Gerber-Tools.com."
"I placed my order Sunday night, and with regular USPS shipping my tool arrived by Thursday. And it was engraved! The website is easily navigable, and for someone who knows little about knives I found it very easy to figure out what I wanted."
"Great company to deal with! My order was processed in a very professional manner! Fast service, great communications!"
"I ordered gifts for my groomsmen from Gerber tools and they are great. Typically the other gifts you get are cheap knives that end up in a box somehwere, but these are great. I ordered 7 engraved knives and they arrived in 4 business days. As for the quality of the knives, they are Gerber, so you know it's good! I would highly recommend them, especially if you want your tools engraved!"
"Great service and got what I wanted fast. Thanks!"
"great product. Excellent customer service. Item is way better than a leatherman. "
"website was efficient and ordering was simple. only issue was that the total list of features on each multi tool was a little jumbled, a bullet list for every item would make comparing easier."
"easy to navigate site with lots of products. I got correct replacement parts for my multi-tool."