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:06/22/2025

  Type:Sales and Advertising 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 part for my lawn mower and upon checking out it consistently said shipping $0. Thats the only reason i purchased it from them. I proceeded to check out and it told me the amount charged would be $2.69 for the part plus $.16 for tax $0 shipping with my bank statement showing that amount. Weeks later i noticed that the correct charge had been switched to $11.34 4x what i agreed to pay. When i reached out to the company they said it was shipping but shipping was free based on when i checked out and ****** on my receipt. They then generated a new fake invoice with the new price and basically told me to kick rocks. They pulled a bait and switch on me. If i knew this was going to happen i would have gone elsewhere.

  Business Response

  Date: 06/24/2025

  Website orders do not generate billing for shipping as the cost can not be estimated due to the required mode of shipping necessary based on weight and volume of item purchased. There was no intention to mislead and a request has been submitted for an informational update to be included on all wesite orders to advise of a price change that includes shipping once the item is sent. As a one time courtesy, I have submitted a credit request for 50% of the shipping cost totaling $4.25 to be crediting back to the acct ending 2029.

  Customer Answer

  Date: 06/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/19/2025

  Type:Customer Service 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 was on the ***** website and needed to order a replacement brush cutter guard for the ****** ** brush cutter tool. They had a section called replacement parts that led me to a store where I made a purchase. I entered the model number and it brought up a few listings. Following one of them, I found a guard and ordered it. It turns out that the model number had a slight discrepancy in numbers (******* ********* ** ***** **********, I missed this and now had the wrong parts in my possession. I needed to return or exchange them.
  
  *. There's no way to do this on a website like a normal e-commerce company
  * I emailed customer service and we went back and forth a few times. I gave them all of the details and pictures they needed and they told me to call a number. (Why can't customer service resolve your issue over email?)
  *. I called this number on multiple occasions being placed in long wait queues that I didn't always have the time to sit and wait for.
  * Finally got ahold of someone. I'm told I need to figure out shipping on my own and find an address that may or may not be on the box I have (ok?) and that this is subject to a 20% restocking fee and they have to open a case (what year is it?). I was told that if I had ordered it through them the right way, that they would have probably been able to take care of everything. Wow, ok.
  
  I would argue that if you're going to be on a mainstream site and offer to sell parts direct to consumers, you should have much better and more forgiving customer service. This has been an awful experience. Just trying to warn others, although you'll never know you're being routed to this company until you run into an issue and can't get help fixing it.

  Business Response

  Date: 06/24/2025

  Thank you for sharing this feedback. Our aim is to meet or exceed customer expectation, and I am disappointed to hear we did not measure up in this instance. While there are always processes to be followed to resolve any matter that includes a return, there are occassions where exception is an option. As a result, I have processed a credit of $27.46 to the card used. This is the cost less the 20% restocking fee and no return of merchandise is necessary. We do apologize for the inconvenience. 

  Customer Answer

  Date: 07/08/2025

  Sorry I was not timely.  We were away on travel.  I am appreciative of the business response and accept it.

   

• Initial Complaint

  Date:05/19/2025

  Type:Product 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.

  Date of the transactions is June *******, and June *******. I paid Gardner, Inc. a total of $45.13. After placing an order (for Echo Power Head: PAS-2620 Main Pipe Assy), I informed them (June *******) by phone that I ordered the wrong part (C050003160). The part I reordered was Echo Edger Attachment: C050003030. The person that I communicated with told me Wait until you receive the items and request a return, because the parts had been ordered. On July *******, I received both items. I communicated by phone that the parts are delivered. The person on the phone said to get faster service, I will give our e-mail address with instructions. On July *******, I got an e-mail response from ***** ******* with instructions on how to do a return. After reading the e-mail, on the same day (July 25, 2024 @ 4:31 PM) I made a request per instructions for returning C050003160 and a refund.From August 2024 through September 2024, I tried to communicate with Garden, *** (via e-mail and phone). There was no response until Monday 10/14/2024. I got an e-mail from **** *******. She told me to send my return order again. The last e-mail I received was December 13, 2024. Now the month is May 2025, I get no e-mail.When I try calling, I am put on hold for hours (1 hr. 2hrs.) before I am disconnected.The Addresses given via e-mail:***** ******* Customer Care Advocate **********************, *** | ******************************************************** Office: ************ E: *********************************** W: ****************************** **** ******* Customer Service Operational Specialist ********************** | ************************************************************************** Office: *********************** |E: *********************************** | W: ******************************

  Business Response

  Date: 05/21/2025

  After much review, I have determined that the original RMA (return) was not processed. We received supporting documentation that the incorrect part was returned but were not able to locate it in our warehouse. We attempted to contact the customer but failed to note the account in the event a call was returned. We do apologize for the inconvenience and the length of time it has taken to resolve your matter. I have issued credit for the incorrect part #C050003160 and that credit number is CN014423. Please allow 3-5 business days for it to appear based on your bank processor. 

  Customer Answer

  Date: 05/27/2025

  The company said I should receive a refund within 3-5 business days.  I have not received any refund as of May 27, 2025.

  Customer Answer

  Date: 05/30/2025

  Update, Gardner,Inc said I should get a refund within 3-5 days.  As of May 30, 2025 I have not receive a refund.

  Business Response

  Date: 06/06/2025

  Our records indicate that the referenced credit was issued and posted to CC ending 7795. The authorization code being d6920a58dce84540b5e91fa274476518. The credit would be listed as Gardner Inc. in the amount of $19.81 which was the cost for the part. 

• Initial Complaint

  Date:04/16/2025

  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.

  Date 4/16/25, PURCHASE Gardner Inc *********** OH CARD**** amount $100.24,
  This transaction shows up pending in my ***** ***** Checking account every few weeks.
  
  I do not know of any purchase from Gardner, Inc. and I believe they have my debit card number on file in error. The purchase never goes through after the pending status; however, I would like to have my card information removed from their business files.

  Business Response

  Date: 04/21/2025

  We have spoken with the customer. She has confirmed the charges are valid. They were placed on a partner website, and she did not recognize that Gardner was the biller for the products purchased. 

  Customer Answer

  Date: 05/05/2025

  The Business contacted me by phone and explained where the purchasing information came from. They provide services to many companies, and I had ordered from one of them in the past. My concerns were addressed and I am confident that my credit information has been handled appropriately.
  
  Thank you BBB, I appreciate your assistance.
  
  ***** *****

• Initial Complaint

  Date:02/03/2025

  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.

  Ordered a carburetor kit on 12/12/24. Never received it. I called the company 3 different times asking where it was. Nobody seems to know. I get the same response each time. They take my phone number each time and promise to call back. They never do. Their website does not allow you you to contact them. Only by phone. I think this is a phony company!!

  Business Response

  Date: 02/04/2025

  I have reviewed the order and found there was a shipping issue with the vendor, *****. Contact has been made with the customer and we will reship the kit or issue refund upon his response. 

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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 part online on 10/4/24 when I finally received the part on 10/22/24 I notified the company via email of the wrong part received with correct item # needed. I was emailed back needing picture of the wrong part sent on 10/25/24. On 10/25/24 I sent email response with picture of wrong part along with picture of the part needed. On 10/30/24 they respond that they are behind on cases and provided me with case # **********. On 11/1/24 I email them back checking on replacement status and they replied on 11/3/24 that the process takes up to 10-15 business days. On 11/10/24 I email again checking status of replacement and was responded to on 11/11/24 that they are behind on cases and it takes up to 15-20 business days to process. I would also like to note that I tried calling mutliple times in the beginning with very long hold times and no answer which I had to end call because of long hold times.

  Business Response

  Date: 11/13/2024

  I have reviewed the order of events for this customer concern. There was a delay in processing the order for the correct item to ship due to a backlog in the operations area. I was able to get this order keyed and the correct part (latch) is being prepared ans will ship tomorrow 11/14 by 3pm. Once tracking information is available I will have a team member follow up with the complaintant with that information. Sincere apologies for the inconvenience. 

  Customer Answer

  Date: 11/19/2024

  Per the response from Business the item shipped on 14th.  I have not received any package, communication or tracking.  

  Business Response

  Date: 11/27/2024

  In review of the order we are showing the packaged delivered on 11/23 (Tracking #******************). If this information is incorrect, please call us directly so that we can assistyou further. 

  Customer Answer

  Date: 12/09/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 replacement pressure washing part, and the company sent me the wrong part. I placed a second order for the correct part, and it was incorrect again. Now, I am still awaiting this company for reimbursement of the two incorrect items sent. I call each week, and hear a different reasoning as to why this has stalled for refunds. This has been going on for the last four months without any action, and have lost weeks of resolvement as now "photos" are needed, and have provided.

  Customer Answer

  Date: 09/23/2024

  ******* ******* <****************************************>
  Attachments
  10:19 AM (1 hour ago)
  to disputeresolution
  
  Hi- adding additional documentation for the pending case.
  
  Attached are the two case numbers I opened with the company. Both start with GDNR.
  

  
  

• Initial Complaint

  Date:09/15/2024

  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 made a purchase from Gardner on January ******* in the amount of $117.28 using debit card ending in 4384. This transaction went smoothly, I received the items and everything was correct.On March ******* I was reconciling my accounts and I came across a charge on my debit card ending in the 4384 in the amount of $117.28 and it was from Gardner. Not knowing what this was for, I contacted Gardner and they told me it was for a purchase on March *******.Since I New it wasnt me I told them that and requested the invoice number and the shipping Tracking number. They did email me the invoice number but never supplied the tracking information. Went back and forth with them and the final answer I received from them was RETURN THE PURCHASE. I requested the TRACKING NUMBER again but never received a response. Looking at the invoices from January and March they had the exact items, and quantities on both invoices and the exact dollar totals.My problem is I never ordered these items on March *******, never received this shipment and never was notified from any shipper that I had something coming.Ive been buying from Gardner since January 2018 , and have spent THOUSANDS OF DOLLARS with them. Ive never returned any items,never drop shipped any items and have always been satisfied with the service. Hopefully you can contact them and make this right.***********************

  Business Response

  Date: 09/16/2024

  In review of Mr. ******** case we are unable to validate duplicated billing for his transactions. I have spoken to him and he is providing a copy of the two transactions that have cleared his account for ******. He understands that upon receipt and verification an immediate refund would be issued. We will issue a check or credit to acct based on his preference. 

  Customer Answer

  Date: 09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/27/2024

  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.

  In early April, 2024, I placed an order for two 10 chainsaw chains and a 10-count bag of lock nuts from Gardner, Inc., a company that provides aftermarket parts for many manufacturers (my order was for ***** replacement parts). Those parts came in the mail and my payment of approx. $50 by way of ******** Double Cash credit card went through smoothly. I made no further contact with Gardner in the following months.HOWEVER, on July 26, 2024 (almost four months later) a pair of pending charges for $49.80 & $3.98 appeared on that same CitiBank card from Gardner. I called Gardner and asked, What is this? They did not know, but assured me they would get it resolved. Then eight days later, August 3, 2024, yet another pair of identical pending charges appeared on the card. Again, I called Gardner and asked, Whats going on here? They did not know, but said theyd take care of it. Eight days later, August 11, 2024, a third set of identical errant charges appeared on the card, so I had my credit card cancelled and a new one issued with brand new number, expiration date, and CVI code. I also called Gardner's national office, regional office, and customer service numbers and was told by Garnders ******* ***** that the issue would be sent up for prompt resolution.HOWEVER, eight days later, August 19, 2024, a fourth set of bogus identical charges appeared on my brand new credit card. And eight days later (today) August 27, 2024, there is a fifth set of identical ridiculous pending charges on my new ******* patience has run out with the ineptitude of Gardners customer service and billing departments. I want my name, address, billing information, billing history, and any other contact info stricken from their database so that I can stop having to do their work for *********, please help me get this through to Gardner, Inc. I have put dozens of hours into their incompetent failures.Thank you very much,Dusk ******

  Business Response

  Date: 09/03/2024

  We have been in communication with the claimant. Mr. ****** has been a long time customer of **********************. He now understands the error of the situation and has worked with his banking institution to help resolve the issue. He has direct contact information and has spoken to the Director of **************** for future billing or shipping concerns. 

  Customer Answer

  Date: 09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22202859
  
  I am rejecting this response because: nothing yet even claims to have actually solved the problem of recurring charges (identical ones) every 8 days. To say "we're working on it" is by means the same as having solved the problem.
  
  Regards,
  
  Dusk ******

  Customer Answer

  Date: 09/17/2024

  I have no idea whether or not Gardner has stopped sending repeat, inappropriate bills my way every 8 calendar days, because in frustration with their very slow handling of the problem I had to entirely shut down the credit card associated with this billing. In other words, I went to all of the trouble of shutting down my most used credit card, reassigning all the autopay payments, notifying all other merchants, etc. because it seemed to be taking forever for Gardner to straighten out their mess. They did call me about the issue, but when they did call the issue was still not solved some six weeks after theyd been alerted to the issue. So, now that I went through all the trouble to shut down my favorite card (and all the complications that involved), Gardner simply CANNOT land a billing on my new card from the same issuer. If BBB wants to call that a resolution of the complaint, thats up to you, but from my perspective, this was an unsatisfactory handling of the problem that forced me to jump through 100 hoops.

  Customer Answer

  Date: 09/19/2024

  Re: BBB Complaint ID *******************************.  
  
  I have already responded to this a couple of days ago. No, I have not had additional charges show up on my credit card in the last few weeks, and yes, I contacted my bank repeatedly, Gardner, Inc. about 5 times, and my credit card company about 4 times in trying week-after-week to get this mess resolved. The problem was NOT with either my bank or with my credit card company, it was strictly with Gardner, Inc. by their own admission. The reason that I no longer have charges showing up on my credit card is that, in utter frustration, I had to cancel the card altogether so that Gardner, Inc. could be prevented from charging me again and again and again with the same bogus charge every 8 calendar days. I had placed no new order with them whatsoever, and yet, every 8 days another $49.80 charge would appear on my card. I hope this time that im making myself clear.. the problem was only solved by me jumping through the many hoops of canceling my card altogether, contacting all legitimate creditors to alert them to the cancellation, and canceling all my scheduled payments on that card before rescheduling a whole new set of payments using another card number. Also, I had to remove that canceled card information from all creditors with whom Id established an account. In other words, the problem was not solved by Gardner, Inc. at all six weeks into this madness, so I had to solve it myself by shutting down the card and jumping through 100 hoops. As far as I know, Gardners billing system may still be attempting to charge me a bogus amount every 8 days even now. 

  Business Response

  Date: 09/27/2024

  This should be considered resolved. The customer did cancel his card, however we internally were able to complete the invoicing that was causing the pending charges. 

  Customer Answer

  Date: 10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. It is clearly a matter of too little, too late, but apparently if is at last resolved. This whole business went on for several months and required that I initially fix the problem by canceling my own credit card so that the card wouldnt keep getting erroneously charged anew every 8 calendar days. I had to cancel and reschedule every merchant with whom I was using this favorite card, because Gardner had not managed to put a stop to these incorrect, recurring charges after six weeks and me having to spend hour after hour of my time waiting to get through by phone to restate my problem. So, I acknowledge that Gardner now figures it has resolved the problem, but from my end of things, the problem was belatedly fixed by my abandoning my own favorite credit card, rescheduling everything associated with that card, and shutting down the irritating repeat charges each 8 days. Am I pleased? No. Do I accept that Gardner figures it has at last worked out the bugs in its own software that created the mess? Yes. Do I think this could have been handled much better than it was by Gardner, not requiring me to spend hours of my time, calling and speaking to person after person week after week and submitting all manner of proof that I was being charged in error? Oh, yes!
  
  Regards,
  
  Dusk ******

• Initial Complaint

  Date:08/24/2024

  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.

  I ordered Ryobi lawn mower parts on 6/7/24. After placing the order, no order number was provided or anything about the order. I have not received my parts. No one has ever answered the phone when I call customer service. There is no e-mail address provided. Every week my credit card is charged for the order amount and a credit for the same amount. This has happened now *********************************************************************************************************** even send an e-mail. Apparently this is a scam company.

  Business Response

  Date: 09/04/2024

  We have been in contact with the complaintant. An explanation was provided to account for the multiple charge authorizations for merchandise awaiting shipment. As a resolve, merchandise that was available in stock was released and a final charge with invoice (includes shipping charge). No additional authorizations will happen for this portion of the order. Tracking #********************** with ****. The remaining order of quantity 2 (spool covers) is on back order. Once available the parts will ship and the cost has been covered by Gardner. No additional authorizations will occur for this activity. The customer indicated satisfaction and has direct contact with our **************** Director for further concerns.