Complaints

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:06/25/2025

  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.

  I purchased a 144cc 20-inch mower directly from Senix on June 1, 2025 via their website. My order number was 5924. It arrived on June 5. During first use of the mower, it leaked gas profusely, rattled and shook excessively, and the bolt fastening one wheel to the frame broke apart. I am unable to use the mower because of these problems. I contacted Senix via the form on their website on June 18, 2025, and requested warranty service. I waited 24 hours and received no response. In fact, I did not even receive an email confirming that the form submission was received. I attempted further contact using their customer service email on June 20 and 22, receiving no response to either message. On June 23, I called their customer service number. The call went to voicemail. I left a detailed message and have not received a return call. I have checked my voice mail and junk mail for messages and found none. In the time since I purchased the mower, I have received non-service emails from Senix indicating that the problem isn't one of my having missed a message.

  Business Response

  Date: 06/30/2025

  Dear BBB Representative,
  Thank you for bringing this matter to our attention.
  We would like to inform you that the replacement unit referenced in the complaint filed by Mr. ******** ******* has already been sent to him. We are attaching a copy of the email confirmation for your reference.
  We appreciate the opportunity to resolve this concern and are committed to ensuring a positive experience for our customers. Please let us know if any additional information is needed to close this case.
  Sincerely,
  SENIX ************************ Team

  Customer Answer

  Date: 07/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/20/2025

  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 ordered a lawnmower on 25 May 2025, and the mower arrived on 4 Jun 2025, no complaints with the order or deliver; however, the mower did not have the grass catching bag in the box. I have emailed twice, and called three time leaving messages to have the bag sent to us but have never gotten a response at any time. I simply want them to send me the grass catching bag that is supposed to be included. My order number is 5682 on 25 May 2025, for a SENIX 22" 163cc 4-Cycle ******************************* ********** Self-Propelled Lawn Mower - LSSG-H1. Hoping BBB can help.

  Business Response

  Date: 06/29/2025

  Thank you for notifying us regarding the complaint submitted by Mr. ******* ********.
  We would like to confirm that the missing parts have already been sent to the customer. Please find attached the email confirmation for your reference. The shipment is being handled via **** and the tracking number is: 1ZA8G0150302066470.
  We sincerely apologize for any inconvenience this situation may have caused Mr. ******** and appreciate the opportunity to resolve it promptly. Please let us know if any further details are needed to close this case.
  Best regards,
  ******************************start="688" data-end="691"> SENIX Tools

  Customer Answer

  Date: 06/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/26/2025

  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 purchased the SENIX 58 Volt Max* 15-********************** Lawn Mower with *************** (Model LPPX5-L, battery and charger included) on September 20, 2023. Serial Number: ***********************. Purchase price: $237.15 The mower is less than two years old, it stopped working, and is still under warranty.For days, *** attempted to contact SENIX through every available channel phone, email, and their website and Ive received absolutely no response. This complete lack of communication is unacceptable.Its incredibly frustrating that a company can sell a product, advertise a warranty, and then disappear when customers actually need support. This goes beyond poor service its unprofessional and shows a total disregard for customers.

  Business Response

  Date: 05/30/2025

  Hello *******,

  Thank you so much for your patience, and we sincerely apologize for the delay in our response.
  
  Weve gone ahead and created your replacement order for the SENIX Lawn Mower model LPPX5-L, and it is currently being processed. Well be providing you with the *** tracking details this coming Monday, so youll be able to follow your package right to your doorstep.
  
  As a quick reminder, dont forget to register your new tool at ****************************************************************** to keep your warranty up to date.
  
  If you have any questions or need further assistance, just reply to this emailwere always happy to help!
  
  Thanks again for choosing SENIX Tools. We cant wait for you to receive your new mower!

  Best regards, ****
  SENIX ******************* Team

• Initial Complaint

  Date:05/19/2025

  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.

  On May 30, 2024 we purchased the SENIX ************** Walk Behind Brush Cutter from ****** for $353.91. In October 2024 the shield broke and the company provided a replacement part. However, on May 3, 2025 the entire top of the brush cutter has cracked and broken to where it is inoperable. I have contacted the company numerous times for a refund and/or replacement however their customer service department has not responded to date. I have attached the original order, email correspondence and photos of the top of the equipment.If you need anything further, please let me know.

  Business Response

  Date: 05/30/2025

  Hello ******,
  
  
  We hope you're doing well. We apologize for the delay in getting back to you. We're currently receiving a high number of inquiries and are working hard to respond quickly.
  
  
  Were glad to let you know that a refund has been issued for$349.00, please allow 5 to 7 business days for it to be reflected back in your payment method. Do not worry, you do not need to return the ***** you may dispose of it as you see fit.
  
  
  Thanks for your trust in us. If you have any additional questions or require further assistance, please feel free to contact us at ************** or simply reply to this email.
  
  
  Best regards, ****
  SENIX ******************* Team

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/02/2025

  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 ordered a Senix X6 60V 21" cordless lawn mower from Lowes on Oct 8, 2024. The lawn mower will not self proper or start even though it shows the battery is fully charged. I began emailing Senix on April 21, 2025 providing the copy of the receipt for proof of purchase and a video showing the issue with the lawn mower. I have emailed three times and have not received a response back. I tried calling the support phone number and never got an anyone to answer. The website says Senix will follow up within 24 to 48 hours. That has not happened.

  Business Response

  Date: 05/29/2025

  Dear BBB Representative,
  
  Thank you for bringing this to our attention.
  
  We would like to clarify that on May 21, we issued a return authorization to ******* ****** so that she could return the product to the retailer for a full refund. We remain committed to ensuring a smooth and fair resolution for the customer and are happy to provide any additional assistance required to close this matter.
  
  Please let us know if further documentation or clarification is needed.
  
  Best regards,
  SENIX ******************* Team

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/31/2025

  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.

  I bought a Senix lawn mower in December 2024 from Lowes I and haven't even used it once because when I tried to, the mower was smoking heavily, and I stopped powering it on to avoid a fire disaster. I contacted *****, who told me the mower has a 1-year manufacturer warranty, which they cannot do anything until the manufacturer addresses the issue or replaces it for me. I have reported this to Senix through their customer service after so much hassle to get someone on the phone named **** and exchanging several emails back and forth with pictures and receipts to show proof of purchase and ownership. The customer agent told me he needed to talk to their back office, which I am not sure happened because I was told the manager asked me to reach out to the engine manufacturer, which was utterly confusing. I did reach out to ****** and ********, but I was told to get a replacement because they are not ready to fix the engine at this moment due to piling up work at their store. Since then, I have been trying to get customer support. I have records of emails showing all my complaints with pictures, including a receipt from Lowes. Please let me know how to proceed so I can resolve this and not spend money mowing my lawn. I have tried their customer service line and not going through through.

  Business Response

  Date: 04/29/2025

  We sincerely apologize for any inconvenience and frustration Mr. ******* experienced. Upon reviewing the case, we can confirm that a replacement lawn mower was processed and shipped to the customer. Delivery was successfully completed, and Mr. ******* confirmed receipt of the replacement on Thursday, April 24, 2025.

   

  We strive to provide a positive experience for all our customers and regret any delays encountered during the resolution process. We are pleased that we were ultimately able to fulfill the customer's needs.

   

  If there is any additional information required to close this case, please feel free to let us know. We appreciate your assistance and the opportunity to address the customer's concerns.

   

  Best regards,

  SENIX ******************* Team

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They have shipped me a replacement lawn mower which I tested over the weekend and so far worked fine. 
  
  Thank you. 

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

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

  
  

• Initial Complaint

  Date:07/24/2024

  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 Senix trimmer from Tractor Supply on May 11th 2024 for ****** plus tax. Trimmer was delivered May 16th 2024.The warranty filing website I was instructed to use in the manual for the trimmer was not functioning, providing me with an error everytime I tried, I therefore emailed customer service and recieved an email back stating my product had been registered on May 28th 2024.After using the trimmer 4 times in the span of 2 months the trimmer no longer functions. I tried everything the manual instructed with no success. I submitted a warranty request on their website and sent and email directly to Senix requesting warranty support on July 15th and July 18th 2024 respectively. I followed up on my emails on July 16th, and July 18th with no response. No response.I tried to call both customer service numbers I found on their website, phone rings indefinitely.I called tractor supply for assistance contacting the company (after the customer service *** also tried the ******************** phone numbers they had with no result - just indefinite ringing). They submitted an internal ticket to customer relations who then came back to me saying Senix was supposed to reach out to me by end of day today, according to tractor supply.This has not happened.I have been trying for weeks to get ahold of the company for warranty service they confirmed I was registered for on my product with no result, even with prompting from their business partner tractor supply.I simply need my trimmer refunded, ***laced or fixed as I have only owned it for 2 months and it has failed.I have no confidence Senix will do as they say and require assistance and what oversight is possible to resolve this issue.Order Number from Tractor Supply: Order #: ********** Order Date: May 11, 2024 Tracking number: UPSN(Ground)1ZA8GO1503021 *****

  Business Response

  Date: 08/20/2024

  Thank you for reaching out regarding Mr. ************************* case. We're including the email chain showing we sent a replacement unit on July 25, 2024. Please note that his first claim on the warranty started on July 15 and we replied several times without response until July 24 when he sent the requested information. On August 1, ****, our representative spoke with ************ by phone as it seemed he had not read our last two emails, ************ appreciated our tool replacement and mentioned he would call you to drop the complaint.

  If you have any additional questions or require further assistance, please feel free to contact us at ************** or simply reply to this email.

  Thank you for your patience and understanding.

  Best regards,

  SENIX ******************* Team

  Customer Answer

  Date: 08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  They randomly sent an email that they had shipped out a replacement unit. Thank you for reaching out.

  
  

• Initial Complaint

  Date:04/29/2024

  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.

  Purchased a Senix 22" mower via the Lowes.com website on 5/14/23. Was very pleased initially, but in the fall of 2023, the self propelled feature stopped working. I put the mower in storage for the winter and forgot about it. Went to use the mower again this spring, self propelled still doesn't work but the mower started smoking heavily. Since I purchased the Lowes extended warranty, I called ****** since Senix seems sketchy, and ****** said to bring the unit in to the local store- 30 miles away, which i did on 4/20/24. I got a call today on 4/29 that ****** repair service won't service this mower. Junk item.

  Business Response

  Date: 05/17/2024

  I hope this message finds you well. I am writing to express our deepest apologies for the experience you recently had with SENIX Tools. We regret that we did not meet your expectations and provide the level of service you deserve.
  
  At SENIX Tools, our mission is to ensure that every customer is 100% satisfied with our products and services. We recently received a BBB complaint regarding the poor follow-up on your case, and we take this matter very seriously.
  
  We sincerely apologize for any inconvenience this may have caused you. We have attempted to reach you by phone several times without success, and we want to ensure we address your concerns as soon as possible. To make amends, we would like to offer you a new replacement unit. We hope this will demonstrate our commitment to your satisfaction and our dedication to resolving the issue to your utmost satisfaction.
  
  Please let us know the best way to arrange the delivery of the new unit. You can contact us at *************** or simply respond to this email. If there is anything else we can do to address your concerns, please do not hesitate to reach out. Your satisfaction is our top priority, and we are here to assist you in any way possible.
  
  Thank you for your understanding and for giving us the opportunity to make things right.
  
  Best regards,
  

  SENIX ******************* Team
  
  
  

• Initial Complaint

  Date:03/20/2024

  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(order # ****) 21 inch lawn mower March 7 online from Senix Tools, delivered by *** march 9. Mower is damaged - 2 pieces of plastic broken off front of mower where attaches to metal frame. Emailed customer service 3/11 to let know and seek resolution, got no response. Called 3/13 talked to *** (I think that was his name) who asked me to take picture of damage and send it with picture of receipt to customer service and he would forward to corporate for resolution. Called again today march 19 since hadn't heard anything back, talked to **** who said would call agent handling case and put me on hold for 30 seconds. Call got cut off after a few minutes of silence and tried to call back and no one answers. Seeking to get resolution.

  Business Response

  Date: 03/21/2024

  New **************** Rep took call from customer, didn't get all the required information.  They tried contacting the customer by phone and email with no response.  We are sending a new unit to the customer today.

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

  Senix sent a replacement mower, thank you.   Rather than Senix customer service number, call ************, call is answered and employees are very helpful and quick to respond.

  
  

• Initial Complaint

  Date:06/05/2023

  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.

  I Received a combo set of X6 series tools as a gift on 5/31/2023. Kit includes a leaf blower, garden cultivator, weed eater, and hedge trimmer, all powered by a single 56 volt battery . Upon 1st use I noticed a burning smell from both the battery and the charger, Both items were hot to the touch and I unplugged them to prevent a fire. Later I tried again and had a friend who is an electrition smell the items and he agreed something was burning. I went ahead and charged the battery and used it in the weed eater. Having cycled the battery 3 times now the smell is still there and both the battery and the charger continue to get very hot, Calling the support number I was told the entire X6 line was discontinued in 2021 and there was no support or parts available. Thus the 2 year warrantee is worthless. This battery and charger are a fire hazard and should be replaced. You should not have a burning smell coming from any appliance, especially one that plugs into the mains AC power, I will be looking into legal matters as to the legality of selling items like this with no UL approval or rating. These chinese manufactured products should meet the same safety standards other brands do if offered for sale in America. I also noted that the owner of "senixtools.com" is located in Rekjavic Iceland. Strange for a chinese manufactured product being marketed by a company in Iceland. Perhaps it's to avoid legal issues in this country if sued....