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
- 407 total complaints in the last 3 years.
- 179 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:08/28/2024
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 had purchased a Lawnmower made by **** ***** and was still under warranty when the blade height adjustment lever broke at a stress point in the part. I called **** and once I reached an associate they were very helpful setting up a shipping label to a service center. They emailed me the ***** Shipping label on May 14, 2024. The machine was sent and received by the service center. On multiple occasions I have contacted the service center and they have said they were awaiting the part from ****. I have called **** multiple times to express my disappointment and pleaded with them to ship the part. Unfortunately, I have still not received the lawnmower back. In the interim, I have had to ask and borrow lawnmowers from neighbors and family or get someone else to mow my yard for the entire summer. I find this to be unacceptable and would like assistance in finding a resolution.
Business Response
Date: 09/03/2024
Hi. thank you for speaking with us. As mentioned we will be replacing the unit through the service center.Initial Complaint
Date:08/28/2024
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.
As seen in the attachments. I contacted ***** with issues of an item. Reasons time I'm the past was immediate. No delay what so ever. I was transferred to Abigail the Product Management Team. She asked me to provide the necessary images and information on the item. She then explain what she could offer as a resolution. I replied back and since then communication has came to a abrupt stopped from the company. I've reached out to the original point of contact and still couldn't get a response. I'm simply just looking for the company to stand by their offer and fulfill their resolution they offered.Business Response
Date: 09/03/2024
Hi. we are looking forward to working with you to resolve this. Please respond back to the direct number left in our voicemails or the email we sent concerning this.Initial Complaint
Date:08/28/2024
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 ***** electric lawn mower in July 2023, less than a year the battery stopped working. I called customer service at least 5 times, and every time I get the same answer "we have a place the order for a new battery and you should receive it within 14 business days" and of course I don't receive anything. Every time I call back, they tell me something went wrong with your order and we will order a new one for you and you should receive it within 14 days. It seems like all agents are trained to answer in the same manner, meanwhile I didn't cut my lawn for two months now. I am about to throw this piece of junk where it belongs to and go by another one, most likely I will go with a ****** product. This is my order number if someone there cares about looking into this ********. I will start writing negative reviews very soon on every page I can find that sells ****** and I am 100% positive that they will loose a lot more that the $350 that I paid for their crap. I will boycott all products from now on not just the mowers, everything that has a connection with these thieves.Business Response
Date: 09/04/2024
Hi. Thank you for speaking with us. We do have the replacement battery order being sent directly to you.Initial Complaint
Date:08/26/2024
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 recently purchased a **** battery-powered lawn mower from ********* and the system quit working after only a few uses. I initially called **** customer service on Monday 22 July 2024 and was told the issue was the battery charger. I was told the purchase was still within warranty, and I would be sent a replacement in about five business days. When I had received neither the charger nor any follow-up communication by Tuesday 13 August, I made a follow-up phone call to **** customer service and was told they would expedite my replacement order. Now, almost two weeks later, I still have received nothing, not even any follow-up communication. The expensive lawn mower I purchased is useless, and **** Tool is apparently doing nothing to rectify the situation.Business Response
Date: 08/29/2024
Hi. Thank you for speaking with us. As determined the problem is with the battery and we are shipping a new battery directly to you.Initial Complaint
Date:08/26/2024
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.
Was gifted a ***** string trimmer in January Using once or twice a month from may to august never had an issue. As of now it nearly burnt me and started smoking removed battery immediately, after speaking to service rep they want me to send it out at my expense have it repaired and sent back at my expense. Rather then having the gifter bring it in and replace it. I have to leave this outside after smoking to prevent a house fire or other issues no sense of urgency with this company.Business Response
Date: 09/03/2024
Hi. Thank you for speaking with us. As requested please get back with us with the information needed. We are looking forward to helping to resolve.Initial Complaint
Date:08/23/2024
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 have a ***** String trimmer that recently overheated and melted the battery case while trimming the grass. When this happened I contacted ***** support and was informed that the Battery was defective and that I should not use it and that it was no longer under warranty. Thinking I was given good information I took the Battery to **** ******* recycling box and purchased a new one. The next weekend I installed the new battery and proceeded to string trim only to have the tool overheat and burn up. ***** sent me a return label and did not attempt at any time to inform me of a rapid repair option they have, but told me to send it to their repair agent. After a month I called ***** to find out where my tool was and I was told the repair center had just gotten it on 8/21/2024. I used my tracking number to discover that the tool had been received and signed for on 8/01/2024. ***** has made no satisfactory attempt to resolve these issues nor have they offered to replace my battery or reimburse me for the one I had to buy. As an Engineering instructor I now believe that my original battery was damaged by their device's motor drawing too much amperage and causing the battery to overheat. I once believed ***** to be a company that stands by their products but I no longer believe this. Poorly trained support and poorly trained CSR's have lead to all of my problems. I cannot recommend ever buying from this company.Business Response
Date: 08/29/2024
Hi. Thank you for speaking with us. We are sending a replacement trimmer and battery directly to you.Customer Answer
Date: 08/30/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I receive the replacements in a timely manner. I have already been without the tool for a month so it would be great if it were shipped quickly.
Regards,
******** *****Initial Complaint
Date:08/22/2024
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.
My **** lawn mower battery stopped charging and is under warranty. Originally purchased on 5/13/23 from ******** I called **** customer service on 7/18/24 and provided my purchase receipt and all other requested information, including trouble shooting with my battery, charger, and mower. I was sent an email confirmation the same day that the replacement battery was ordered and told I would receive an email with shipping/tracking info. On 7/25/24, I called back since no shipping info had ever been sent. At that time I was told it would take up to 13 business days before it would be shipped. On 8/7/24, I called again since the timeframe has past and still nothing regarding shipping had been received. This time I was told the battery I was waiting for was out of stock and on back order. So the rep told me they had a higher voltage battery in stock and would place an order but I should receive shipping confirmation within 5 business days & and the battery within 10 business days. On 8/17/24, I emailed **** since again the timeframe quoted for shipping (5business days) had past with no email received. Finally on 8/21/24 I received a reply email stating “Unfortunately the battery is currently out of stock and there is not estimated arrival time yet. We will push your order forward as soon as the stock arrives”. However there website has the exact battery I was told for the second order for sale and showing in stock while the original one does show out of stock. I feel they are not truthful or accommodating for their faulty products and manufacturing failings to customers through their shady warranty practices.Business Response
Date: 08/29/2024
Hi. We are looking forward to speaking with you to help resolve this. Please reply back to either our email or the direct line left in your voicemails.Initial Complaint
Date:08/22/2024
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.
Dear BBB, I am writing to file a complaint regarding a faulty ***** *** ** saw purchased at **** *****. The product’s serial number is **************** and it was purchased on March 19, 2024. **Issue:** The saw’s elevation rod is faulty, preventing the saw from raising or lowering. This issue is clearly within the product’s warranty period. Attempts to Resolve the Issue: I have made numerous attempts to resolve this issue through ******* customer service channels, including: * **Phone Calls:** Multiple phone calls to ******* customer service line have been met with extremely long wait times, often exceeding an hour. * **Website:** Attempts to submit warranty requests online have been unsuccessful due to a system error stating that the product type is not eligible for repair. * **Emails:** I have sent multiple emails to ******* customer service, but the responses have been generic and have not addressed the specific issue with my saw. * **Orders:** I have placed an order for replacement parts through ******* online ordering system and through authorized "service centers", but the order has not been fulfilled. Despite these repeated attempts, I have still not received a satisfactory resolution to my warranty claim. **Requested Resolution:** I am requesting that ****** 1. **Fulfill my warranty claim** and provide a replacement saw or repair the existing saw at no cost to me. 2. **Improve their customer service processes** to ensure that customers can efficiently resolve warranty claims. I have attached a detailed timeline of my interactions with ***** as evidence of my attempts to resolve this issue. Thank you for your attention to this matter. Sincerely, ***** ****** ********************** ************Business Response
Date: 08/28/2024
Hi. Thank you for speaking with us. We are shipping a replacement saw to you.Initial Complaint
Date:08/22/2024
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.
Was told by repair shop it was a 3 week process and I’d be contacted for any issues along the way. 4 weeks later I call ***** and the claim had been filed but no replacement ordered. 6 weeks later, the non American is unable to find me on the system to locate where my tool could be. Said I was being transferred to a manager and I am on a normal line on hold. I want my money back for this experience, since I have no way to cut my 3 foot grassBusiness Response
Date: 08/28/2024
Hi. Thank you for speaking with us. We are shipping a replacement directly to you.Initial Complaint
Date:08/20/2024
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.
Less than 12 months ago I purchased a battery operated lawnmower for about $200 from ******** I registered the product with the warranty information provided. I've used the lawnmower maybe 10 times. In July 2024, I was trying to charge the battery as I was going to use the lawnmower, but the battery pack always registers an error. I've been calling the company to get a replacement battery as I can not use the lawnmower. They ask me for my receipt of the lawnmower in order to even discuss my issue. I no longer have the receipt as I already registered the warranty for the lawnmower and didn't realize I would need to hold onto my receipt. Now I'm stuck with a lawnmower that does nothing because I can't get the battery to work properly. I am merely looking for a replacement battery but this company doesn't want to hear anything about it without a receipt.Business Response
Date: 08/28/2024
Hi. Thank you for speaking with us. As mentioned we are shipping an upgraded battery to you.
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