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
- 404 total complaints in the last 3 years.
- 178 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:01/22/2024
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 purchased a battery operated chainsaw for my stepson , J** ***** , **** ******** *** ******* ***** ***** for Christmas on the 24 of December 2023. He tried to charge the battery on the 26, 27, and the 28 of December to no avail. After he told of his misfortune I proceeded to call **** ***** as instructed on the Manuel to report that the battery was not charging. The lady on the service number that I spoke with instructed me to run a series of test only to concluded that I had a defective battery. She placed an order for a new battery (Confirmation Number #********) and told me that I should receive it in 7 to 20 days. I called back on the 14th of January and was told that it was in transit. I called again on the 17th of January and was told the same information. I called today , January 22, 2024 and spoke with Kevin and was informed that the above confirmation number was accurate however the order was never placed. He placed me on hold for several minutes then came back and assured me that he had personally place the order by calling the warehouse himself. Then he stated that it should be arriving in 7 days. After we ended our conversation I realized that I did not get a confirmation number for the newly placed order. I immediately call back and was connect to a young lady named Jessey, who confirmed that there was no order placed as per my conversation with Kevin. She double checked…triple checked… and nothing was found. She then stated that she needed my personal information which I gave her however I again told her that the original replacement order was for my stepson Jay and possibly the information could be liked to his name. And out of no where she said I’ll have to call you right back and as of almost three hours she has not called back. I honestly feel that this company is not honoring their product particularly when it is new and when it states on their Manuel to call them if there’s an issue. Please resolve this for me.
Business Response
Date: 01/23/2024
Thank you for taking the time to speak with us. We have a shipment on the way for you. Fedex tracking # 6396 2131 2209. Please reach out if you have any additional questions.Customer Answer
Date: 01/26/2024
I DID receive the replacement today January 25, 2024! Thank you for getting involved and helping me out.
This was a matter that could have been easily resolved just by standing behind their product particularly when there are brand new.
(I’m staying away from that brand in the future to avoid this type of service)
Thank you so much ! I truly appreciate you !
***** ****** *Initial Complaint
Date:01/22/2024
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 mailed my weed eater powerhead back to ***** for repair, and it was delivered on Dec 8th. After not hearing anything back by early Jan, i reach out, only to find out the repair center denied the repair request because the item was broken. There was never an attempt to reach out to me, and the case was never escalated, even after several request to customer service. The weed eater was hung up on a ***** lynx yard tool hanger. Over a year the thin plastic kept cracking more and more until the parts completely separated. I have over 30 ***** tools, and this it the cheapest built tool i have ever seen. I still have my 5+ year old 40v one and it's still in perfect shape. I just wanted the more power with the brushless one, and it should have lasted more than a year.Business Response
Date: 01/25/2024
Thank you for taking the time to speak with us. As mentioned we are shipping a replacement product to you. Any additional questions please reach out.Customer Answer
Date: 01/25/2024
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.
Regards,
**** ****Initial Complaint
Date:01/19/2024
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 contacted ***** regarding a battery that no longer charged but was still under warranty on 11/09/23. They acknowledged the battery was still under warranty and told me to ship it creating a repair case ********. Mind you, this repair service is called rapidrepair. A month goes by and on 12/09/23 I receive an email stating my replacement battery has shipped with no tracking number, purchase order or anything to confirm or track. I call ***** after an hour hold 12/28/23 to ask what's going on and it had been nearly two months and I was told a purchase order was never made for the repair and they would be shipping it out immediately. Now come 01/09/24 and I contact them once again to see what's going on and they stated the order has been placed but cannot tell me anything more because it has not processed. If they reprocess it will take 15 business days from my inquirt (01/09/24), but Shawn B****, the customer service rep emailed me the same day stating "I am keeping an eye on your order to confirm it is shipped out soon. It is currently still processing and may need another business day or two before shipping out. Thank you so much for your patience." Today is now 01/19/24 and I emailed Shawn to get an update and I receive the message "Thank you for emailing in about your inquirty. I am out of office. If you need assistance, please call or email the following contacts." with the generic customer service number. I am beyond frustrated with just getting my battery replaced. For something called rapidrepair, we are 2.5 months out from me sending the battery to them.Business Response
Date: 01/25/2024
Thank you for taking the time to speak with us. As mentioned your replacement has been shipped. *** tracking ******************Initial Complaint
Date:01/17/2024
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 have contacted ***** regarding a nonworking item under warranty. They provided me with the contact number of the local authorized repair facility Quality Tool Repair. I called Quality Tool Repair, daily, sometimes hourly, but always received a recorded message with no option of leaving a message. The only way to visit the store would be to take time away from work. I am not at all optimistic that there would be anyone there to help me. If they did, how would I get a hold of them for an update? Reading Quality Tool Repairs reviews, the complaints are similar to mine, apparently the low rating and complaints is not a concern of theirs.Business Response
Date: 01/19/2024
Thank you for speaking with us. As mentioned we have a replacement order placed and on the way for you.Initial Complaint
Date:01/11/2024
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 bought a **** lawnmower from my local *******. It lasted 5 months and broke. It was to late to return it to the store for a refund, it was past the 90 days. It took me almost a full month to get in contact with **** in South Carolina. When I was actually able to speak to a live person( chat and messaging always said no one was available and or asked for an order number and ran me in circles) the live person gave me a phine number for a place that services the lawn mowers about 30 minutes away. When I called the number, I was told they did NOT service electric lawnmowers. I wrote the company a letter, then someone called me then sent me a label to send it VIA *** ** to the service center in ******** Indiana. Mower was shipped on November 6th of 2023. Mower was not able to be fixed due to no parts because ther're overseas. I still do not have mower after 60 days. Company does not want to reimburse me either. ******** Lawn and garden sent in a request to **** to send me a replacement mower and still no one wants to replace my mower. CLAIM NUMBER ******** sent to **** by ******** lawn and garden requesting a replacement. I need my mower replaced, its already been over 60 days since it was shipped, there are no parts to fix it, company wants to fight me.Business Response
Date: 01/22/2024
Hi. Your replacement shipped out 1/19/2024. ***** tracking # ************.Customer Answer
Date: 01/22/2024
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.
Regards,
**** *******Initial Complaint
Date:01/11/2024
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 purchased the ***** 40 volt Lithium-Ion cordless leaf vacuum/mulcher from Home Depot on 7/3/2020. It has a 5 year warranty. A few weeks ago the switch stopped working so I contacted ***** and they told me they have this new repair option called Rapid Repair. You basically ship it to them, they repair it, and get it back to you in like 2 weeks. I didn't realize that they expected me to provide a box to ship it. The vacuum nozzle is made up of two pieces that have to be connected. This nozzle has nothing to do with the operation of the switch. The two pieces that make up the nozzle are held together by a plastic clip. I could not fit the vacuum in the shipping box with the 2 peices of the nozzle connected and I couldn't get them to disconnect. So I accidentally broke the clip pieces that hold the two pieces together so I could fit the thing in the box. I wasn't worried because I could use duct tape to hold them together as it had nothing to do with the switch operation. I send it in and like two weeks later I get an email from Jewel B**** (Sr Digital Support Assoc) saying that their was damage to the unit from dropping it and that this damage voided the warranty. I explained to her what happen and that the damage I caused to the clips happen after the switch stopped working and that the clips on the nozzle have nothing to do with the function of the switch. It was like talking to a robot. She refused to hear me out and simply offered to send the vacuum back to me. I angrily told her to send it back to me. That was on 12/14 and I have yet to receive the vacuum back.Business Response
Date: 01/17/2024
Thank you for taking the time to speak with us. As mentioned we have a replacement ordered and on the way for you.Customer Answer
Date: 01/19/2024
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.
Regards,
******* *********Initial Complaint
Date:01/11/2024
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.
Ticket# ******** Order# ******** Opened 10/25/23 My ****** tool under warentee became defective. Per company advertisement I opened a case to have my tool repaired or replaced. I mailed my tool first week of November. The only time I have recieved information is when I've contacted them. Responses: 11/15/23-no update 11/28/23-told order was still being worked on 12/11/23-told my tool was being replaced 1/2/24- was told I'd be updated soon As of 1/9/24 I have not recieved any further information about my tool replacement. The company advertisement claimed I would have my tool back within 14 days. Not only has it been an inconvenience not having my tool but it's been a further inconvenience having to reach out for updates.Business Response
Date: 01/12/2024
Thank you for speaking with us today. As mentioned it looks like your shipment arrived today. ***** tracking: ************Customer Answer
Date: 01/16/2024
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********. It is correct that I recieved my replacment tool as well as a phone call from the company verifying delivery. While I'm happy to have recieved the replacement, I find their advertising misleading because it states "as little as 14 days" not 2 months or more. And I feel had I not filed the complaint I still wouldn't have my replacment.
Regards,
**** *****Initial Complaint
Date:01/08/2024
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.
On 05Jan24, I contacted ryobi tools customer service for a claim related to my gas powered 2 cycle weed eater. Upon talking with the customer agent, she informed me that the closest repair center is 1.5 hours away and that there was no other option... requesting repair in a closer center or replacement. Will not drive 3 hours rountrip for a weedeater repair.Business Response
Date: 01/09/2024
Hi thank you for taking the time to speak with us. As mentioned we are placing an order and having a replacement trimmer shipped to you.Customer Answer
Date: 01/09/2024
[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.
Regards,
****** ******Initial Complaint
Date:01/05/2024
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.
Per my conversations with ***** Support regarding the batteries for the ***** 100 AH Electric Riding Mower, I am continuing to experience the same "depleted battery" issues with my four new batteries as I did with the originals. During one of my phone calls with support, I've come to find that the charger that came with my mower is incorrectly pulling power from the batteries when left in, despite ******* instructions on the charger port to always leave it charging. Apparently, the original charger that came with the mower is defective, and when these types of batteries (Lead-acid) are drained of a full charge it results in a depleted lifespan and reduced mowing efficiencies. This has been happening with both sets of batteries, including the new ones, and I'm not sure how much damage has already occurred or lifespan has been reduced. I did pull out the charger on my mower on Nov. 21st of 2023. I cannot charge the mower anymore because the charging unit will continue to deplete the charge after charging while further reducing the batteries' lifespan. I was certainly hoping ***** would help to remedy this issue I've had since the beginning, because it was impossible for me to detect or know. If I knew my mower came with a defective charger, after following ******* own instructions, I would have stopped using it, notified ***** a lot sooner, and saved myself a lot of headaches and money. Upon one of my final communications with TTI/***** in Nov. of 2023, their Riding Mower Team Lead, Erik B*****, promised to replace both the charger and the batteries. After several electronic communications, and confirming the shipping address and the day they would be shipped (over 30 days ago), I still have not received the promised items. Additionally, Erik B***** & TTI Group has stopped responding to my phone calls and emails about following through on their promise of resolving this issue for me.Business Response
Date: 01/08/2024
Hi. Thank you for taking the time to speak with us today. As outlined we are working to get the parts shipped and have you scheduled with one of our technicians to have this resolved for you. Please reach back out to us with any questions along the way.Initial Complaint
Date:01/05/2024
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 2 RIDGID Power Tools (cordless reciprocating saw and a jobmax power base) at one of RIDGID's recognized service centers. I am told that both tools require parts that are backordered with no estimated date of arrival. I have contacted RIDGID customer service several times and have recieved no assistance, I was told my only recourse was to wait 90 days and see if a replacement claim would be approved. It is unreasonable to have no ETA on replacement parts and expect me to wait 90+ days before having the service center apply for a replacement. The only reason I purchased RIDGID tools was because of their strong claim to the "best" warranty... Free parts, free service, is no good if it never gets fixed.Business Response
Date: 01/05/2024
Hi thank you for taking the time to talk with us today. As mentioned we are setting up a replacement for the tool with no parts availability.Customer Answer
Date: 01/05/2024
[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.
Regards,
****** *******
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