Important information
- Customer Complaint:On 03/13/2025, the business contacted BBB and provided the following statement for its customers:
"If you are contacting us in regard to the RYOBI mower recall, please understand that they are working to get your claim resolved. RYOBI is working to get your order processed as soon as possible. If you have been in contact with RYOBI and received an order acknowledgement, no further action is required. However, please allow an additional 2-4 weeks for your replacement to be delivered."
Complaints
Customer Complaints Summary
- 405 total complaints in the last 3 years.
- 180 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/05/2025
Type: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 a HART vacuum from ******* in-store on 3/16/25 and it broke in about 5-6 weeks. I tried to return it on 4/30/25 to ******* and they said that they would not give me a refund or exchange because it had been too long and that I needed to contact HART. I immediately contacted HART. They would not give a refund but said they would send a new one. I heard nothing and had to purchase another vacuum because my house has to be cleaned. I called HART again on 5/30/2025 and they assured me they would send a new vacuum. I have heard nothing. At this point, I do not want another HART vacuum. I want a refund but I am afraid I have been scammed by this company with their careless customer support.
Business Response
Date: 06/09/2025
Hi. Thank you for speaking with us. As mentioned we are shipping a replacement directly to you.Initial Complaint
Date:05/30/2025
Type: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.
Received mower in recall that is inferior to the model originally purchased as well as cheaper. I spoke to company and they informed me that the replacement is government approved. The model I was sent doesn't have the same features as the one originally purchased and they currently have a model that is the same price as the models recalled with the same features. Looking to have recalled mowers replaced with mowers of same features and technology.Business Response
Date: 06/09/2025
Hi. thank you for speaking with us. Looks like you now have the correct mower.Customer Answer
Date: 06/10/2025
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.
Regards,
***** ****Initial Complaint
Date:05/29/2025
Type: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 started the recall process with ryobi over recalled electric push mower model **********. I completed the process of disabling my mower as requested on February 18. I was told 7-14 business days for a replacement. My order number given to me is *******. I contacted them on March 9 inquiring since I had not received it. I then received an email saying my mower was scheduled for shipment on March 14 and will take 2-4 weeks. My mower did now come. I've called the recall phone number and talk to the representatives and I ask for a supervisor and they either refuse or tell me a supervisor is unavailable. The only thing they'll tell me is I'll receive an email which I still have not received. I would like this escalated so I can receive my mower replacement for which I have completed all the necessary steps to complete the recall process.Business Response
Date: 06/06/2025
Hi. Thank you for speaking with us. As mentioned your replacement is on the way to you, as well as a courtesy battery.Customer Answer
Date: 06/10/2025
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.
Regards,
***** ***********Initial Complaint
Date:05/28/2025
Type: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.
Contacted RYOBI for the electric mower recall. Spoke with Emilio R**** on 3/31/25. He provided instructions to disable mower and said “when pictures are received of proof of the mower being disabled, you will have a mower within 30 days.” I sent pictures on 4/10/25 and haven’t heard anything since.Business Response
Date: 06/05/2025
Hi. Thank you for speaking with us. As mentioned we have set this up for you to pick up at your local **** *****.Initial Complaint
Date:05/23/2025
Type: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 paid $169.34 (after 6% tax) for a ***** 18V cordless Chainsaw on 3-5-2023. It was purchased from: **** ******* ******* Louisville, KY 40219 ****** ********************* ***** *********** I've used it 3 times total, about 5 or 6 batteries and probably less than 40 minutes of actual cutting time. It stopped working the third time. I was cutting, and it just stopped. Trigger does nothing. I submitted a warranty claim and ***** effectively won't honor the 3 year warranty. I live in Louisville metro area (pop 1,365,000), but they insist I take this unit to the closest service center, in Taylorsville, KY (pop. 1,300). It's a 56 minute one way drive, 40 miles away. I told them this is too far and asked for a return label to ship it, but they responded that taking it to the service center is my only option. This accounts to at least 4 hours driving (there and back for drop off and pickup), and ~$18 in gas. I then proceeded to diagnose it myself. It was very easy to take apart and determine the root cause. On the negative terminal of the motor, the copper spring that holds the brush to the rotor is broken. It looks like it's been running by making contact with the copper itself and once that wore down, it stopped making contact and thus, stopped working. I shared this information and pictures with the ***** warranty representatives , and asked for a replacement motor to be sent. They declined to send a replacement motor, and unsurprisingly, accused me of "tampering" with the unit. They reiterated that the only way to proceed with the claim would be to deliver it to this service center that is an hour away, and my warranty could well be voided at this stage. From my perspective, they seem to be going through pretty extreme lengths to discourage people from being able to use the warranty. I would like to think this kind of behavior would be illegal, but I'm sure *****'s bean counters and lawyers carefully calculated these extents, no matter how unethical.Business Response
Date: 06/05/2025
Hi. Thank you for speaking with us. As mention we are sending out a courtesy directly to you.Customer Answer
Date: 06/09/2025
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *****Initial Complaint
Date:05/19/2025
Type: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.
Ryobi sent me a replacement mower for the recall situation. This took several months but that's fine; they eventually got it done. However the replacement mower they shipped was damaged and unusable. I contacted them over a month ago about the issue and initially they made it sound like they would resolve the matter quickly. But it has been a month and I have repeatedly contacted them for an update because it has already cost me hundreds of dollars (paying someone else to mow my yard). I have emailed back and forth with them many times and submitted the information and pictures they requested but have gotten nowhere. I'm about to give up because this has been a 6 month process to get a simple push mower replaced and just feels absurd at this point. But before giving up I wanted to at least file a complaint because businesses shouldn't be doing this to customers. Thank you for your time and work.Business Response
Date: 05/23/2025
Hi. thank you for speaking with us. As mentioned we set up a pickup for your mower through your local **** ******Initial Complaint
Date:05/19/2025
Type: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 contacted ***** on April 14. I have submitted my claim for the recalled ***** mower, and I have received an order number. However, I have still received no information about when I will receive my new mower. This process has been opaque and misleading. I had to permanently disable my mower before I was informed how long it would take to receive a replacement. After I permanently disabled my mower, I was told I needed to wait 30 days. They then later clarified it would be 30 BUSINESS days. I have contacted TTI multiple times. They assured me they would escalate my case and I would be contacted. I have never received any response. As a results of this excessive delay, I am incurring significant expense to maintain my lawn without access to a mower.Business Response
Date: 05/29/2025
Hi. thank you for speaking with us. Your order is being shipped directly to you.Initial Complaint
Date:05/16/2025
Type: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 December 23, 2024, I submitted a warranty claim to Ryobi (Techtronic Industries) for two defective batteries(1x40v and 1x18v). I received email confirmation that the claim was processed and was told the replacements would arrive within 7–14 business days. When nothing arrived, I called again in March 2025. I was told the matter would be escalated. In April, still with no batteries received, I called again and was told the same thing — it would be reordered and escalated. Despite these assurances, no replacements or tracking information were ever provided. Now in May, I called again. The representative couldn’t explain why this keeps happening and offered no immediate resolution. I asked to speak with a manager or supervisor and was told they were all in a meeting. I asked for a callback and never received one. It has now been nearly 5 months since the original claim, and I have yet to receive the products I was promised under warranty. I have called multiple times, and each time I am given the same scripted response without follow-through.Business Response
Date: 05/20/2025
Hi. Thank you for speaking with us. As mentioned the order has been corrected and being shipped to you.Customer Answer
Date: 05/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I did receive a call yesterday stating they would be looking into the matter further and providing me with a shipping / tracking number later that day. it has been 24 hours since that call and still have not been sent a tracking number.
Regards,
**** *********Business Response
Date: 05/23/2025
Tracking was sent by email and we have tried a few times to reach you by phone.Customer Answer
Date: 05/30/2025
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.
Regards,
**** *********Initial Complaint
Date:05/16/2025
Type: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 inherited the ***** ** **** *** *** riding mower. My father-in-law purchased it new summer of 2024. I couldnt tell you what day or week but that is when he purchased it. He was only able to mow with it once before falling ill and passing away fall of 2024. The mower was still brand new and only 1.5 hours of use on it sat in his garage for 7 months unused until it was given to me. I think its a great mower but the 40v batteries are not charging. I spoke with ***** tech support and they agreed it is likely the "battery booster" that charges the 40v batteries separate from the 80v batteries. I asked if the repair would be covered under warranty and he said yes absolutely. Now the problem I am facing which is very unfair is a receipt is required for ***** to honor the warranty. I understand I am not the original purchaser but the original purchaser is no longer with us and the mower is still near new with now only 3 Hours on it. I am hoping for some understanding with this situation and that ***** will still honor the warranty since there is no way the original purchaser can make the claim. Please help. The serial number on the mower proves its still in the warranty time frame.Business Response
Date: 05/23/2025
Hi thank you for speaking with us. With these mowers we do indeed need the receipt or some form of purchase proof.Business Response
Date: 05/23/2025
Hi thank you for speaking with us. With these mowers we do indeed need the receipt or some form of purchase proof.Business Response
Date: 06/06/2025
Hi thank you for speaking with us. As mentioned we are sending a courtesy charging out to you.Business Response
Date: 06/06/2025
Hi thank you for speaking with us. As mentioned we are sending a courtesy charging out to you.Customer Answer
Date: 06/17/2025
The updated replacement charger they sent me resolved the issue. I am satisfied with the businesses response.Customer Answer
Date: 06/17/2025
The updated replacement charger they sent me resolved the issue. I am satisfied with the businesses response.Initial Complaint
Date:05/15/2025
Type: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 sent a 40 volt blower that was under warrent and the blower quit working after I sent it in with the 40 volt mower they said to send it for a return now there saying they never got either the mower or the blower they got the package April 29th I want them to send me my 40 volt blower package they promised me ryobi ******** or they can send me the kit ********** there about the same price Thx package was signed by * ******* ****** *******Business Response
Date: 05/15/2025
Hi. After reviewing previous interactions we did not advise to put the blower into a box with a returned mower. However we did advise to use our online rapid repair process for the blower. In addition we have not received this and if we do it will only be sent back to you.
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