Complaints

This profile includes complaints for MTD Products, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MTD Products, Inc.

  5965 Grafton Rd Valley City, OH 44280-9329

• 

  Craftsman

  701 E Joppa Road Towson,Maryland 21286 Towson, MD 21286

• 

  MTD Products

  PO Box 2120 Tupelo, MS 38803

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  Cub Cadet

  PO Box 731 Mahwah, NJ 07430-0731

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:05/29/2024

  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.

  I placed an order on 5/21. When checked out, delivery said 5/27. I checked all last week and nothing has been shipped and it is now 5/29. I have tried calling 3 times in the last 3 days trying to figure out what is going on with my order. This company likes to keep you on hold for hours at a time. Nobody has time to sit on the phone for somebody elses poor business skills.
  Today I looked at my credit card statement and they have charged me twice for the same items. One on 5/21 and one on 5/26. I ended up having to call my credit card company and have them start a case to get my money back due to MTD Parts not answering emails, calls or messanger.

  Business Response

  Date: 05/31/2024

  Good Morning ***** ******,
  
  Were sorry to hear that you have not been able to get in touch with our customer
  support team. We have currently entered our busy season, and our call volume
  has increased significantly. We are working hard to assist our customers as
  quickly and efficiently as possible with limited staff at the moment, as well
  as actively working to address our staff shortage. Our records indicate that
  your order is currently open in our system and processing. It looks like the
  grass bag is currently on backorder until mid-June, which is why the order has
  not shipped yet. Once the part is back in stock and ships out, you will receive
  it within 5-7 business days and will also receive email notification with
  tracking information. We apologize if our website did not accurately show
  current stock status. We do not charge you for the order until the items within
  the order have shipped out. We periodically place an authorization hold on the
  credit card to make sure funds are available, but the money is not withdrawn
  from your account until the order has fully processed and shipped out.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 05/31/2024

   I am rejecting this response because:

  Please cancel my order.  I found it at another site due to needing immediately & no communication from MTD until this BBB case was opened.

  
  

  Business Response

  Date: 06/07/2024

  Good Afternoon ***** ******,
  
  We apologize for the delay in response. We were able to cancel the grass bag
  portion of you order due to the part being on backorder.  Unfortunately, the grass bag frame has already
  shipped out and is due for delivery on Wednesday 6/12/2024. You can track the
  order at www.ups.com using your tracking
  number ******************. Since you no longer need the part, we would
  encourage you to refuse the shipment if you are at home when the order is
  delivered, or follow the return instructions on the packing slip and send the
  part back to us. Once we receive the part back to our warehouse you will be
  credited in full for the grass bag frame and tax. You will not be charged for
  the grass bag because we were able to cancel that portion of your order. We
  apologize for the inconvenience and appreciate your patience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

• Initial Complaint

  Date:05/29/2024

  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 april 10 I ordeded a set of tires from the Cub Cadet website, when they arrived I realized I had ordered the wrong set. Inside the box was a packing slip with instructions on how to return a wrongly ordered part. I filled out the slip, packaged it up and sent it back May 13. I have tried several calls to the Cub Cadet website and to the one listed in the packing slip and no one has ever picked up the phone.

  Business Response

  Date: 05/31/2024

  Good Morning ****** *****,
  
  Thank you for bringing this to our attention. We apologize that you were not
  able to get in touch with our customer support team. We have currently entered
  our busy season, and our call volume is exceptionally higher than usual. Our
  records indicate that we received the parts back to our warehouse, and credit
  was issued in the amount $287.08 today 5/31/2024. A copy of the credit was sent
  to the email address that you have listed. Please allow 3-5 business days for
  the credit to apply back to your credit card and reflect on your financial
  institution.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:05/29/2024

  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.

  The company are not answering complaints or concerns about orders! Want order stopped no long want it from them! The refusal to answer questions or ability to track order is useless.

  Business Response

  Date: 05/31/2024

  Good Morning ******* **********, 
  
  We’re sorry to hear that you haven’t received the answers you were looking for from our customer support team. We have currently entered our busy season and our call volume is higher than usual. Per your request, we have cancelled your order. Please allow 1-3 business days for the authorization hold to drop off of your credit card and reflect on your financial institution.
  
  Please let us know if you have any questions or need further assistance. 
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker
  
  

• Initial Complaint

  Date:05/28/2024

  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 Oil Filter and 2 quarts of oil from ************ on 5/21/2024. Website says order would ship in 5-7 business days. Order still in NEW status today 5/28. I called to check on order and was told engine oil was on backorder for June 7th. Was given the number for MTD products ************ to cancel order. Was told by MTD products that the order was already in the box and I could no longer cancel. I find this to be untruthful, misinformation and I have experienced very poor customer service. Wait times to reach anyone have exceeded an hour at a time in some cases.

  Business Response

  Date: 05/30/2024

  Good Afternoon **** ******,
  
  We’re sorry to hear that you had a negative experience with our customer support team. Our records indicate that your oil filter has shipped and is due for delivery on 5/31/2024 by the end of the business day. You can track your order at www.ups.com/ using your tracking number ******************. We have cancelled the remainder of your order for part numbe* ************ quantity 2 per your request due to the part being on backorder until the beginning of June. Please allow 1-3 business days for the authorization hold to drop off of your credit card, and reflect on your financial institution. We apologize for any inconvenience, and appreciate your patience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:05/24/2024

  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 complete wheel assembly for my brand new cub cadet zero turn mower on the 16th of May. It has not shipped, and I've called for 4 days trying to see what is going on. I have tried using the online chat function on their website to no avail. I have called their customer support line, trying each and every one of the prompt numbers, with no answer and hours of "waiting music". Today, someone finally answered the phone, told me there were plenty of what I ordered in stock and asked me to hold. I waited 40 minutes with no answer. I have called again 3 times since then today, with no answer, totaling in another hours worth of my day. This is the worst customer service I have experienced ever. I want a full refund, or a shipping confirmation that shows my order is on its way.

  Business Response

  Date: 05/30/2024

  Good Afternoon ******* *********,
  
  We apologize for the delay in response, and that you did not receive the
  answers you were looking for from our customer support team. We have currently
  entered our busy season, and our call volume has significantly increased. Our
  records indicate that your order has shipped and it is due for delivery today
  5/30/2024 by the end of the business day. You can track your order at www.ups.com/ with your tracking number ******************.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:05/22/2024

  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.

  Thursday 5/6 I ordered a lawn mower bag frame, I don’t see any updates on the shipping information it just says null. After reading all of the reviews on multiple different sites for this company, I just would like my money refunded or the order canceled. It hasn’t charged my card yet.

  Business Response

  Date: 05/23/2024

  Good Afternoon ***** *****,
  
  Our records indicate that your order was processing in our system due to the grass
  bag frame currently being on backorder. Per your request, we have cancelled
  your order. If an authorization hold was placed on your card, please allow 1-3
  business days for it to drop off of your card. We apologize for any
  inconvenience this may have caused you.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:05/22/2024

  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.

  I ordered a mulching kit May 8, 2024. I have not received it as of May 22, 2024. My order # ********** . It says allow 3 to 5 days for processing and they will send an email confirmation when the order shipped to ***********@******.com. I have not received the product or an email. I called them on May 20th at 9:33 am and was on hold for 25 minutes, no one answered. Called again the same day at 1:50pm was on hold for 42 minutes, again no one answered. I called on May 21 at 9:26am, company was having issues and was closed. I called on May 22, at 8:53am, company was in a meeting. I called again at 11:13am, held for 12 minutes, no answer. Called again at 2:12pm, 15 minute hold again no one answered. I just want the product I ordered.

  Business Response

  Date: 05/23/2024

  Good Afternoon ***** ******,
  
  We’re sorry to hear that you were not able to get in touch with our customer
  support team via phone or chat. We have currently entered our busy season and
  our call/chat volume has increased significantly. It looks like the mulch kit was
  on backorder at the time you placed your order, and we apologize if our website
  did not accurately reflect the stock status. Our IT department is currently
  working to resolve this issue. It looks like the mulch kit came back into stock
  on 5/23/2024, and your order will ship out within the next 1-3 business days.
  You will also receive email notification once your order has shipped out, and
  tracking information will follow shortly after. We apologize for the
  inconvenience, and appreciate your patience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:05/22/2024

  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.

  I went to purchase the ZTS2 60 zero turn off thier website on Sunday 5-19-24 at 442 pm and it was on sale for 5699$ I put it in the cart and went to check out but the sale price was gone. I tried calling them and chatting with them online. I called 6 times finally got through after 2 hours of holding. The customer service agent asked his supervisor to honor the sale price after I explained everything to him. His supervisor said no they can't do that. I took a screenshot of the sale price when I tried to purchase it on Sunday 5-19-24. All I want is for them to honor the sale price. I mean it's a almost 6000$ machine you would think they would want the sale. Please help

  Business Response

  Date: 05/22/2024

  Good Afternoon **** *****,
  
  We apologize that you had a difficult time getting in touch with our customer support
  team. We have currently entered our busy season and our call and chat volume
  has significantly increased. We have documented this internally under case #********,
  and if you are still interested in purchasing the ZTS2 60 we can honor the
  sales price of $5,699.00. Please give us a call at ************** and reference
  your case number once you are connected with one of our customer support
  advocates. Or, let us know the best time of day to call you, and we will have
  someone reach out to you to place your order. We apologize for the
  inconvenience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 05/23/2024

  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.

• Initial Complaint

  Date:05/20/2024

  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.

  April 6, 2024
  I purchased a Sun Shade for my Ultima Z! zero turn lawn mower. It was on back order and no one notified me. It finally arrived at the end of April 2024. I installed the shade and used it for the first time Saturday May 18, 2024. It has a connection in the middle so it can be collapsed. The right side disconnected. The left side connector was so strong it bent the bottom bar. I tried to contact Cub Cadet and after waiting an hour twice hung up. I contacted a dealer and they looked up the part and it says it's unavailable and you need to order the whole assembly. So I get a defective part that is unreplaceable and spent $169.99 for a piece of junk that is unfixable.

  Business Response

  Date: 05/22/2024

  Good Afternoon ***** ******,
  
  We’re sorry to hear that you haven’t been satisfied with your Cub Cadet accessory/attachment.
  We do take our customers'
  opinions very seriously and the feedback we receive helps us build better
  products. We have sent out a replacement Sun Shade at no charge, and you will receive
  it within the next 3-5 business days. Your no charge order number is ************,
  and you will receive email confirmation as well.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:05/20/2024

  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.

  This is for Cub Cadet Online Store.
  
  Date of transaction: Online purchase was initiated on 01May2024
  Amount of money involved: 507.73
  
  Order number with Cub Cadet online store: **********
  
  With Cub Cadet, I do not have status of my order.
  Cub Cadet places an authorization hold on your debit card.
  I have no idea when a charge will transact due to backorder status.
  Cub Cadet does not have any process to help the customer navigate a backorder status.
  Agents are not empowered to resolve an issue for a customer.
  Cub Cadet does not have a threshold for how long an authorization hold can exist before notifying a customer, etc.
  
  Through these points above, there is NO communication to the customer. I have initiated contact twice via online chat. The online, live agent is repetitive and not empowered to assist the customer at all.

  Business Response

  Date: 05/22/2024

  Good Afternoon *** *****,
  
  We’re sorry to hear that you had a negative experience with our customer
  support team, and that you didn’t receive the answers you were looking for. The
  bagger attachment that you ordered is currently on backorder, and is due back
  into stock at the beginning of June. At this time we do not have an exact date
  available for when the attachment will be back in stock, however, once the
  attachment is back in stock and ships out, you will receive email notification,
  and can expect to receive the order within 5-7 business days. The authorization
  holds are periodically placed on the credit card every 1-3 business days to
  make sure funds are available to cover the cost of the order, and should drop
  off shortly after. No funds will be withdrawn until the order has actually
  shipped out to you.  If you have any
  concerns regarding the authorization hold, we would encourage you to contact
  your financial institution. We apologize for any frustration or inconvenience
  this has caused you, and appreciate your patience as we are working hard to
  fulfill your order.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 05/28/2024

   I am rejecting this response because:
  This not an acceptable answer.  Placing an authorization hold on someone's account is unacceptable.  I would like to know when, for my monthly financial planning, the amount for the bagger is "actually" going to be withdrawn.

  Cub Cadet, just throwing their hands up in the air by describing the process does nothing for the customer.  I still have no answers as to when I will receive the bagger for my mower OR when the money will actually be withdrawn from my account.

  This is an absurd process.  To the next point, there is no status update on the website or sent via email to the customer on the status of the order.  Absolutely no communication from Cub Cadet other than an explanation of a broken process.

  Either release the authorization hold on my account, or provide me a status and ship my order.  Pinging someone's bank account with an authorization hold and NO status or product is a completely unfair business practice for the customer and should be remedied immediately.  Which in this case, Cub Cadet has done nothing to resolve this issue.

  
  

  Customer Answer

  Date: 05/30/2024

  There is no status posted on the website.  No estimated delivery date.  Still no contact from Cub Cadet via email, phone, etc.

  The only contact about this order has been initiated by me, the consumer.

  Cub Cadet's processes involved with ordering are not efficient, reliable or trustworthy.  Please address this with Cub Cadet for resolution.

  Thank you

  Business Response

  Date: 05/31/2024

  Good Afternoon *** *****,
  
  We’re apologize for any confusion regarding our previous response too your BBB complaint. The bagger attachment that you ordered is currently on backorder and is expected to be back in stock by mid-June. Unfortunately, as we explained in our previous response, as well as our chat advocate advised, we do not have a exact date as to when the product will be in stock and available to ship, only an expected time frame at this point. We understand this can be frustrating, and apologize for the inconvenience. Your order is currently open in our system, and it will be processed once the bagger attachment is back in stock. Your payment will not be withdrawn until the attachment is back in stock, and has shipped out. Once it has shipped out you can expect to receive it within 5-7 business days, and you will also receive email notification with tracking information. At this time, that is expected to be mid-June. Everyone here at our company wants your parts to be readily available when you need them. Unfortunately, due to unforeseen, and sometimes factors beyond our control, a backorder on a particular part may occasionally occur. For your reference, here's some additional information about backordered parts: *********************.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because:
  

  This is nothing but a repeat of previous information.  The "more information"  article provided is from 2017 and at this point, very telling.  In the span of 7 years from the posting of the article, Cub Cadet has NOT found a way to provide status of a part order to the customer.

  This article, in 2024, is a list of excuses, with the responsibility being pushed backed to the customer if they want more information.  For example:

  "If a customer would like to check the factory inventory status of a service part, they may call our Consumer Direct Parts Hotline at 1-800-269-6215."

  I have called this line.  The phone matrix does not function properly and does not route you to a representative.  Online representatives are not empowered to aide the customer via online chat.

  Cub Cadet could really benefit from a process review, value stream mapping, etc.

  The times involved in this process lead, takt, cycle, cannot be defined and produce an unfavorable customer experience.  For instance, in VSM we look at times from the customer perspective.  Please educate me how your current processes produce a favorable result for the customer.  Imagine, if you will, you had $****** of your money tied to an uncertain timeline and an uncertain transaction.

  There is no part of this process that makes logical sense.  The information provided by Cub Cadet, which is in the service business, is an explanation of how they want the customer to understand their process.  Imagine if Cub Cadet saw this situation from the perspective of the customer.  What would the outcome be?

  Instead of providing excuses disguised as reasoning, tell the customer when they will be charged (another hold today for the amount of the part), tell the customer when they will receive the part.  This is a bagger for a ride-on mower, not a large, exotic piece of equipment.