Leatherman Reviews 32

Amazing service. Returned a broken knife under warranty and new one arrived in 7 days

My wife bought me a leatherman wave about 8 years,ago with a leather sheaf for it . It's a very good piece of kit. Use most days, and has been useful in animal rescue , such as when they get tangled up in wires. Cutting them free is a difficult job, but made easier with this tool. I gather its a tad expensive, but you get good value for monies thats,for sure.

Terrible customer service. I have received 2 faulty Wave alphas now and have been waiting 2 weeks for a refund on the 2nd.

The phone number just rings out and it takes a week to get an email reply.

Buy a different multi tool if you want any sort of customer support.

I've ordered numerous products from Leatherman over the year but almost daily I use their Leatherman Raptor Rescue Shears. As a Paramedic having a a versatile and dependable pair of shears can be a real life saver.

On the occasion I've had any sort of issue with my shears Leatherman.co.uk have replaced them without question and very quickly. 5 star customer experience in my eyes.

Awful customer service. Bought a sheath to go with the multi-tool which was missing when order delivered. Sent 3 emails to customer services over a week and all were ignored. Eventually contacted Leatherman in USA which promted them to reply to me after which they just automatically issued a refund for the sheath - no option to send out the item I ordered, no apology etc etc. Would never buy a Leatherman product again.

Appalling customer service. I wanted to exchange an item that cost £129 because it was defective and was told the only way to do this was to buy a new one and return the defective one for a refund. I did this. It is now one month since I returned the defective one by tracked postal service and I have no refund. Contact has been hopeless, despite my sending proof of tracked postage and I have no idea if I'll ever see that £129 again. Shockingly bad service.

Acceptable tools (Victorinox are far superior) but their customer service is a massive let down. They do not respond to emails in the States. Their German counterparts do on occasion, but they are clueless to their own product lines. I would avoid this company unless you're able to invent a time machine to go back 20 years when they actually cared about customer experience.

Returned a defective item in line with their warranty policy. They received my item on the 10/02 and it states online to wait 15 working days for the item to be returned in the post. It has now been 20 working days since they received my item. I've reached out via email and twitter for an update and I have had no response. I'm now down £80.00 for the item and have no idea what is going on. Very poor customer service.

Two leatherman waves returned under warranty. Marvellous service. They are brilliant upholding their warranty. Great tools great service! Thanks

I am satisfied with the warranty service for my multitool. I was informed in advance that the entire process could take a long time, which I consider a plus because it saves the stress and the need for constant follow-ups about when it will be ready. Responses to my emails came quickly. After the decision was made, I received a tracking number for the shipment. I sincerely thank Mr. Dan W for his excellent customer service. Thank you, Leatherman! 👍🏼

Tried contacting Leatherman to return an unwanted present… no answer for 3 week, don’t answer phone, don’t respond to emails. Now stuck with a very expensive tool that is unwanted!!!!

I sent in my multi-tool to the uk agent for a repair, and waited, and waited. After 8 weeks of radio silence, I contacted them and had a reply describing how Leatherman Europe were experiencing a large number of warranty repairs, so there had been delays. Ok, fine, I'll just wait some more. A few days later, rather conveniently, I get another reply. This time stating that my multi-tool cannot be repaired. Sure, 8 weeks of waiting to find that out, and only after having contacted them first, all just to get no repair, and worse, no reason given for not repairing.

The agent gave the options to replace the broken multi-tool or have it returned. For a multi-tool I've had for a long time, I naturally chose a return. If I'd wanted a new multi-tool, I would have just bought one, which I was even planning to do after a repair. (No chance of that now, by the way, leatherman.)
I had to contact the agent twice just to get details of the return of my multi-tool, since they didn't provide anything after I had asked for the return.

I tried contacting leatherman US about paying for a repair over there, which I was again prepared to do, and I'm yet to even get a response. That's fine, and that's two companies I'll have nothing more to do with in future. As I can now deduce from other reviews, any warranty avenue other than replace, replace, replace is a complete waste of time.

I recently broke a blade on my 10 year old Leatherman Surge. I went onto their website to see if it was covered by any warranty and was advised to send it to Whitby Knives, as I live in the UK. In less than a week I received a returned package. To my surprise I found a brand new Surge inside. I would have been happy to have the broken blade on my multi tool replaced but to receive a brand new item far exceeded my expectations. The service I received from both Leatherman and Whitby Knives was first class in every respect. Thank again.

The tool itself is fine. The sheath bought with it fell apart after a couple of months.
After a very long delay and several emails stated that accessories are not guaranteed - tough. Not acceptable and border illegal.

Great company and great product,put a certain foreign army’s knifes to shame!!

Superb products, and superb customer service. My knife blade snapped on my old Leatherman, so I sent it back to them for their R&D dept. to check/learn from etc. They immediately sent me a brand new tool, no quibbles whatsoever.

My Leatherman has served me well for 12 years, so I was so upset when the screwdriver bit holder shattered. However, thanks to the incredible 25-year warranty they offer, I was able to get a replacement (via Whitby & Co). Truly amazing, and more than justifies that extra you pay for these really amazing tools.

Leatherman multi tool 'guaranteed for lfe' - it is!
One quick email, tool sent back repaired and turned straight around.
Excellent service.

One very happy customer here - having broken the 'combo' knife blade on my much-loved Leatherman (LM) Skeletool, I sent my damage tool to Whitby & Co (Ltd) in Kendal, requesting that they replace the broken blade under the LM 25-year warranty. I was absolutely delighted when I recieved my repaired tool on Chrismas Eve. Many thanks to all concerned at Whitby & Co.

Worth paying that little bit more for. Great multi-tools.