Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

348 total complaints in the last 3 years.
119 complaints closed in the last 12 months.

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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:05/17/2024
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.
Opened up a credit card with cub cadet and bought a riding mower for over $3000. Has been several weeks and I have not received an order, order confirmation, spent 5+ hours waiting on the phone to get no where, no on answers on CS chat, called the credit card as well to cancel the order and they can’t because it’s in “pending” status but they can close the card. No update since the day of purchase of where the mower is or when it will be shipped.
Business Response
Date: 05/22/2024
Good Morning ******* ******,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team. We want to assist you with resolving this
matter as quickly and efficiently as possible. We have sent you an email
requesting additional information so we can look into this for you, and
encourage you to reply to our email at your earliest convenience. We apologize
for the inconvenience, and thank you for your assistance.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 05/25/2024
I am rejecting this response because:

I emailed back my response on May 22,2024 at 2:09pm and still have received no action.
Business Response
Date: 05/29/2024
Good Afternoon ******* ******,

We have sent you a follow-up email today 5/29/2024. We apologize for the delay,
and encourage you to respond to the email at your earliest convenience so we
can help you find resolution to this matter.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/23/2024
Still has been no resolution or update to this matter by the company?
Business Response
Date: 06/27/2024
Good Afternoon
******* ******,

We apologize for the delay in response. We have sent you a follow-up email
today 6/27/2024 in regard to your original inquiry and current stock status.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/16/2024
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.
Purchased a walk behind lawn mower around the beginning of May. Have not received the lawn mower. They cannot locate the lawn mower. I spent 5 hours on the phone holding waiting to try to get a resolution and I was unable to get help.
Business Response
Date: 05/23/2024
Good Afternoon ****** and ****** *******,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team. Based on the tracking number for your order, it
looks like your shipment is lost. We want to assist you with resolving this
matter as quickly and efficiently as possible. Please let us know if you would
like us to send you a replacement model SC 900, or issue a full credit. We apologize
for the inconvenience, and appreciate your patience.

Let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/16/2024
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.
On 4/22/22 I bought a Cub Cadet ***** Lithium-Ion powered riding mower from **** ***** FOR $3000. On 4/8 of this year (6 weeks ago) it failed to operate. The battery showed full, and it was. But the mower wouldn’t budge. It is still well within the 3-year warranty window, so I called my local **** *****. I found out they do not warranty or fix the mowers. I needed to contact Cub Cadet directly. Which I did. Cub Cadet referred my to a local shop that sells and performs warranty on Cub Cadets. That shop picked it up the next day (4/9). The repair facility is doing its best to get me back up and running. Unfortunately there is a problem getting parts from Cub Cadet. The shop has pinned my problem down to a faulty ECM. That’s the good news. But the part probably won’t get here from the Cub Cadet factory until late June. In the interim I have to pay for weekly lawn service since I no longer have a lawn mower. My recommendation is “stick with gas mowers”, or at least stay away from Cub Cadet electric mowers. I’ve made six (6) calls to Cub Cadet customer service. You know where I am on the parts problem? No where. As the saying goes…..it was great while it lasted.
Business Response
Date: 05/20/2024
Good Afternoon ****** ******,

We apologize for the inconvenience, and appreciate your patience. Our goal is
to get you back in the yard as quickly and efficiently as possible. 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.
Most "factory" backorders of
parts are fulfilled within 14 business days (unless the part is supplied by an
outside vendor wherein that supplier may have to produce them and ship them to
us). In actuality factory backorders seldom occur, especially when compared to
the incredibly large number of parts that we manufacture, warehouse and
distribute.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 05/21/2024
I am rejecting this response because it took far too long to enable the service center to fix my problem. Interestingly, right after I submitted my complaints and on-line blogs the "missing" part showed up from the ***** factory at my Cub Cadet repair shop. Coincidence? I doubt it.

Customer Answer
Date: 05/22/2024
Everything is resolved. Thank you.
Initial Complaint
Date:05/16/2024
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.
XTI LT42 is a Horrible piece of JUNK, horrible customer service
Horrible piece of junk. Had to replace tire 2nd day, off the bead. Tractor supply nor cub cadet Would cover the tire. Less than 23 hours on it, and the transmission went out. Can't even move it. Been on the phone with cub cadet five times over 20 minutes, no answer. I have a very expensive lawn ornament. "Local" mechanics for warranty are over an hour away. Company is useless to solve any problems. DO NOT BUY! NO CUSTOMER SERVICE, NO HELP AT ALL. ABSOLUTE JUNK!!!
Business Response
Date: 05/20/2024
Good Afternoon ******** ***********,

We're sorry to hear that you have not been able to get in touch with our
customer support team via phone or chat. We have currently entered out busy
season, and our call volume is higher than usual. We want to assist you with
resolving this matter as quickly and efficiently as possible. Your equipment came equipped
with a minimum 3-year manufacturing warranty, and we do stand behind our
products and our warranties. We recommend contacting a Cub Cadet Authorized
Service Center. You can find a location near you on our website: *********************. They handle all
of our warranty claims and adjustments and can work directly with our customer
support to fix the problem. As long as one of our dealers says that this was a
manufacturing defect and files a warranty claim, we are happy to cover the repair
charges. Here is some detailed information about arranging warranty services: *********************.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/16/2024
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.
Ordered a Troy Bilt lawn mower on 5/07/24. Order # **********. ******. Model # ***********. Delivered 5/10/24. I put in the provided engine oil on 5/14/24. Filled the gas tank. I moved the mower to start it and I noted all of the oil had drained on to the lawn. When I looked underneath I could see it had leaked down the center shaft where the blade attaches. Called Troy Bilt numerous times. On hold for over an hour. Called the nearest authorized service center and he said he loses money when he does warranty work for Troy Bilt so he is going to stop doing it. He believes a factory seal is either missing or not seated properly. Called the next nearest service center and they said they haven’t done any Troy Bilt for some time. Called the next nearest service center (49 miles away) and the earliest they can evaluate the lawn mower is 6/10/24. Who knows if or when it will be repaired. 100 miles round trip to drop off and 100 miles round trip to pickup. For a lawn mower that was broke when sent to me. A warranty is designed for something that breaks after you use it. Not for something you never used. That should be a replacement. I subsequently made numerous phone calls. On hold for over an hour. I emailed customer service at Troy Bilt. Nothing. I emailed customer service at Stanley Black Decker. They said they are reviewing my email. In one of my many phone calls I was given a case #. ********. When I ordered the lawn mower I had a problem. I was given a case # for that. ********. I have replied to that email with the information provided above.
Again, if I had use of this machine and it broke then I could understand taking it to a service center to see what happened. But this is a new machine. Never cut a blade of grass. I’m not a mechanic but there can’t be too many reasons why oil would go right through a brand new engine. This should be a simple solution. It is much more than an inconvenience, a term I have read used in your replies to other complaints. It’s wrong.
Business Response
Date: 05/22/2024
Good Morning ****** *****,

We apologize for the delay in response, and that you haven’t received the answers
you were looking for from our customer support team. We want to assist you with
resolving this matter as quickly and efficiently as possible. Our records
indicate that you have had email correspondence with one of support leads *******.
She will give you a call this afternoon 5/22/2024 to discuss this in more depth
and assist with helping you find resolution. If today is not a good time to
reach you, please let us know the best time and day to give you a call. Your
updated case # is ********. 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
Customer Answer
Date: 05/24/2024
I am rejecting this response because: You sent me a message on 5/22/2024 telling me that I will receive a phone call on 5/22/2024 from one of your support leads, *******. Your message goes on to tell me that if that date doesn’t work, let you know what time and date will. The problem is that I did not get this message until 5/23/2024. ******* did call but because I wasn’t aware, I missed the phone call. She continues to provide me phone numbers to call that don’t allow me to talk to someone. None of my original issues have been addressed. I was told by ******* on 5/20/24 in an email that:
“Also, the way are return policy is set up is once fuel has been added to the unit it is considered "used" and cannot be returned.”
You should have a note in your manual that tells the consumer “… after adding oil as per the instructions on step one, make sure oil hasn’t drained from the engine before adding gas on step two.” That was the furthest thing from my mind. I had just purchased what I believed was a new mower from what I believed was a reputable company. I now doubt both of those assumptions. Do you start your engines at the factory to make sure they work prior to shipping? It made sense to me that you would but was told recently that you do not. The “new” lawn mower that was sent to me had a very small amount of oil in it. The box it was shipped in had oil stains on it. I thought it had occurred from something else in the vehicle from the shipping company. Before adding oil, I checked the dipstick. I noted a slight trace on the dipstick. If you don’t start your engines, why was there oil in this mower? I still have the oil stained box.
I am so disappointed in this purchase and all of my subsequent dealings with everyone associated with this company. I keep waiting for someone to do the right thing but I am thinking that is not part of your business plan. The right thing is you should provide me with a brand new lawn mower that works. I paid you for that. You provided me with a broken lawn mower, charged me for delivery, and now want me to take it somewhere during the busiest part of their season to have it repaired. Why? Because you don’t believe what I am telling you? I purchased the mower because I needed it. I will have to purchase something else while I wait for this to get resolved. Someone needs to call me at a time convenient for me or provide me a phone number for me to call where I do not have to be on hold for any extended period. ******* informs me that “Right now we are short staffed so are wait times are higher especially on Mondays, Tuesdays and Fridays.” Wow. Because no one can get through to complain doesn’t mean no one is complaining. You just can’t hear them. By design apparently. As said previously, very disappointed. Terrible customer service and product. Obviously, I reject your response. ****** *****

Customer Answer
Date: 05/25/2024
What are my options? They should replace the lawnmower with a new one that works. They are telling me I need to take it to get fixed but any lawn repair shop is extremely busy and can maybe take a look at it in a couple of weeks. And depending on what part is needed, at least another two weeks. I bought it in early May because I needed it then. I really don’t want this broken lawn mower that has never been used. Their customer service is nonexistent. I was told they are short staffed and if I called on Thursday I would have less time on hold. Unacceptable. I need help in resolving this sooner than later. Can you help?
Business Response
Date: 05/29/2024
Good Afternoon ****** *****,

Our records indicate that our support lead ******* called you on 5/22/2024 and left a voicemail. Please let us know the best time and day to reach you, and we will give you a call to discuss this more in depth and assist you with finding resolution. 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
Customer Answer
Date: 06/03/2024
I am rejecting this response because: the business has asked me for a date and time convenient to me to give me a call and speaking to someone is what I have been trying to do since the beginning. I am not sure how long a delay there is between this response from me and the business receiving it. I will say the best time to call me is June 7, Friday morning, 9:00 am - noon, EST. If this is not possible, please notify me ASAP so I am not waiting. Again, I do not accept this response because if I accept it, my case will be closed out and any issues I have will not be resolved. My phone number is: ************

Business Response
Date: 06/04/2024
Good Morning ****** *****,

Thank you for getting back to us with the best time to reach you. We can have
someone give you a call on Friday 6/7/2024 between 9:00AM -12:00PM EST to
discuss and assist you with resolving this matter. Or, we can issue a full
credit in the amount of $314.81. Please let us know how you would like to
proceed.

Let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that their resolution ( “…we can issue a full credit in the amount of $314.81.”) is satisfactory to me. The resolution also included having someone call me “on Friday 6/7/2024 between 9:00AM -12:00PM EST to discuss and assist you with resolving this matter.” I spoke with someone and provided a copy of my receipt. Please let me know how you would like to proceed. ****** ***** ************
Customer Answer
Date: 06/13/2024
On 6/10/24, I replied that I accepted the business response where they offered to reimburse me for the amount that I paid. I asked them to let me know how we would proceed. I have not heard anything from them. On this website I can see dates when I replied and dates that the business received my replies. I see nothing after my reply on 6/10/24. This was my concern about accepting their response until details had been clarified. Can you confirm they received my reply? Thank you. ***********************
Business Response
Date: 06/17/2024
Good Afternoon ***********************,

We apologize for the delay, we have received your email with the proof of purchase attached. We are moving forward with issuing you a credit in the amount of $314.81. Please allow 3-5 business days for the credit to apply back to your credit card, and reflect on your financial institution. We also sent email confirmation to you today 6/17/2024.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 06/22/2024
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:05/15/2024
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 my parts for my mower 5/7/24 and it’s still not shipped and it’s been 8 days and I’ve called them several times and they won’t answer. They need to go out of business if they don’t know how to ship a part. I want my parts asap and they need to upgrade my shipping to faster and not charge me extra. My grass is getting to bad and I can’t do nothing till I get my parts.
Business Response
Date: 05/17/2024
Good Afternoon ***** ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. We have currently entered out busy season, and
our call volume is higher than usual. Our records indicate that your order was
delivered yesterday 5/16/2024, and you can track your order and confirm
delivery at ***********/ using your tracking
number ****************** . Our standard delivery is 5-7 business days. We apologize for any confusion or
inconvenience.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/15/2024
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.
We purchased a Troybilt lawn mower from ********** just shy of a year ago. It was ordered on May 19, 2023 and delivered on May 24,2023. The mower is now completely non functional. I have contacted ******** to get the issue with the mower rectified. They have refused to speak to me, requiring ********** to do it on my behalf. They have not answered ********** either. I am trying to get the lawn mower repaired or completely refunded but can not get any one to help me. They have hung up on me every time I call, refusing to even speak to me about the problems as it was purchased through a third party and not directly from Troybilt.
Business Response
Date: 05/16/2024
Good Afternoon ***************************,

We're sorry to hear that you have not been able to get in touch with our customer support team via phone or chat. We have currently entered out busy season, and our call volume is higher than usual. It looks like your equipment came with a minimum 2-year manufacturing warranty. We encourage you to contact a *********************************** to further explore the issue. You can find a location near you at: *********************. They handle all of our warranty claims and adjustments and can work directly with our customer support to fix your problem. As long as one of our dealers can deem the issue a manufacturing defect and file a warranty claim, we are happy to cover the repair charges. Here is some additional info about arranging warranty services: *********************.

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 05/17/2024
I received an email from Cub Cadet yesterday regarding this very same case # saying that a person named *** has handled our complaint and asked for feedback on the interaction. The problem is NO ONE before today has contacted us about our issue so I have grave concerns that we will receive the same questionable treatment when taken for repair. I have read numerous online complaints saying others were given the run around trying to get their mowers fixed only to give up because they were given the wrong information or were going to be charged for diagnostics. What assurance can you provide that this case will be handled with honesty going forward because if it's none you need to provide a refund instead of wasting our time.
Customer Answer
Date: 05/20/2024
I am rejecting this response because:
There is insufficient information for a warranty repair. The link provided does not show accepted TroyBilt repair services of any kind, let alone in my area. I'm being given generic information in hopes I will give up and they do not have to make the situation right.

Business Response
Date: 05/21/2024
Good Afternoon ***************************,

Were sorry to hear that you were not satisfied with our previous response to your BBB complaint. Our records indicate that prior to filing a complaint with the BBB, you have not had any communication with us in regard to the issue youre experiencing with your ****-Bilt equipment. We want to assist you with resolving this matter as quickly and efficiently as possible. In order to move forward, you will need to schedule an appointment with one of authorized service dealers, and have the machine evaluated. If the dealer concludes that the issue was caused by a manufacturing defect, they can file a warranty claim, and we are happy to cover the repairs. If the machine is deemed unrepairable due to a manufacturing defect, we would take steps to begin the reimbursement process. Unfortunately,we are not able to replace or reimburse the equipment without proper evaluation from one of our authorized service providers. We apologize for the inconvenience, and hope this provided clarification on how to move forward.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 05/25/2024
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.
This is not completely satisfactory but will have to see where it goes. I would also like to mention the reason they have no record of me contacting them is because they will not let you beyond the receptionist if you purchased from a dealer other than Troybilt directly. They are untruthful at best and will see if their service is any better.
Initial Complaint
Date:05/14/2024
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.
may 6th 2024 i ordered some parts for my leaf blower and i only got part of the order
they never sent the air cleaner that was only $21.59 nut they charged me for it I have tried calling them i sat on hold for 1.5 hrs. finally someone answered and transferred me then i was put on hold again while transferred. the call just ended. this is the only way according to their website to get it resolved i tried their live chat on the website and they said i had to call as well. they seem to be just be pushing me around until i give up but i either want my money back or them to send me the parts i purchased. i get it that its only 20$ but i didnt want to just hand that m,oney over and not get anything in return
Business Response
Date: 05/16/2024
Good Afternoon ****** ******,

We’re sorry to hear that you have not 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. We have sent out a replacement air cleaner,
and you will receive it within the next 3-5 business days. Your no charge order
number is ************, and you will receive email notification shortly.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/14/2024
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 placed an order for a gas cap for my lawn mower with this company on 4/29/24. When it came a week later, it was the wrong one. I tried to call the number on the packing slip for returns several days ago and was on hold for nearly an hour, and then had to hang up to take care of some other things. Today I called the number 3 times. The first time was for 34 minutes, second call was for 47 minutes, and the third call I am still waiting for an answer after 15 minutes. Supposedly I have to get return authorization from this phone number. They do not provide any other number and NO email address. The have live chat, but it went no where as well.
It appears they want to make sure they do not have to authorize returns.
My order was for $18.67 - not huge, but I do not need a part that does not fit!
At 4:08 pm CDT it went to a recording informing me that they are only open until 5 pm EDT M-F, and to call back during regular hours!
Business Response
Date: 05/22/2024
Good Morning **** *****,

We apologize for the delay in response, and apologize that you haven’t received
the answers you were looking for from our customer support team. This has been
documented in our system under case # ********. We have sent you an email
requesting additional information so we can look into this and assist you with
resolving this issue as quickly and efficiently as possible. We would encourage
you to respond to our email at your earliest convenience.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/12/2024
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.
I Ordered a part for my lawn mower on 5/4/24. And they said I will receive my part by 5/10/24.
Now it's 5/12/24 and I did not even receive an email to let me know when I'm going to receive my part. I tried to call the customer service no answer, long wait on the phone and no answer.
I logged in to my account to check the order status, I can not find any information.
Very terrible company and very terrible service.
Business Response
Date: 05/15/2024
Good Afternoon ****** ******,

We're sorry to hear that you have not been able to get in touch with our
customer support team via phone or chat. We have currently entered out busy
season, and our call volume is higher than usual. Our records indicate that
when you placed your order, the ignition module was on backorder. We apologize that
our website did not reflect the correct stock status. Our IT department is
currently working to correct the website issues. It looks like the part
returned to stock on Tuesday 5/14/2024, and your order will be shipping out
shortly. You should also receive email confirmation once the order has shipped
out. 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
Customer Answer
Date: 05/16/2024
I am rejecting this response because:

The website indicated that I will receive my part by 5/10/24. And today is 5/16/24 and I still did not hear anything from the company. My grass is in a very bad shape.
Now you saying you got the part on 5/14/24 can you please provide me with a delivery date.
Thank you
Business Response
Date: 05/21/2024
Good Afternoon ****** ******,

As we stated in our previous reply to your BBB complaint, the ignition module was on backorder at the time you placed your order, and the part returned to stock on 5/14/2024. Your order has shipped out, and is due for delivery on 5/24/2024. You can track your order at ************ using your tracking number **************************. 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

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