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:04/29/2025
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.
My ***** lawnmower was part of the recall. I sent pictures of my disabled mower on 3/21/25. After asking a few times for confirmation, I received an email from ***** Customer Support stating the model number of my replacement mower would be ************ On 4/9/25 my replacement mower arrived, it was left at my doorstep in a plain, thin cardboard box that was badly damaged. Upon opening the box, I found that the top of the mower was damaged from poor packaging. I opened the top of the mower to find the model number, which was ********** which according to ******* site is a discontinued mower. I email ***** Customer Support immediately with pictures of the damage and the incorrect model number. ***** Customer Support responded a day later with a generic email saying my mower shipped, but the tracking number provided was for the incorrect mower that was already delivered. I immediately responded again letting them know the mower I received was incorrect and damaged with pictures as proof. I did not received a response to this email. I called ***** Customer Support on 4/11/25, spoke with a representative and emailed the pictures of the incorrect/damaged mower. I even included the original email showing the model number I was supposed to receive. Since this time I have asked repeatedly for an update, but I have only been told by this representative that it has been escalated and there is no update. I called and spoke with another representative who said they would get back to me, but they have not. I tried emailing ***** Customer Support on 4/22/25 again, but the only response I received was the same generic email with the tracking number for the incorrect/damaged mower. At this point the incorrect/damaged mower has been sitting in my living room for two weeks and ***** will not give me any acceptable response.
Business Response
Date: 05/01/2025
The mower was delivered 4/24/2025 ***** ******** *************Business Response
Date: 05/06/2025
Thank you for speaking with us. The mower has been resent to correct address.Customer Answer
Date: 05/08/2025
[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:04/28/2025
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.
It started with me sending them the recall information and verification of mower disable. The new mower take all of 30 days to get to me. The mower arrives in a partially opened box with nothing else wheel damaged and wouldnt roll. Emailed support the video of this then then they claimed they saw it when I called. Now email support is playing around waiting another month for a mower is ridiculous.Business Response
Date: 05/06/2025
Thank you for speaking with us. As mentioned we are shipping a new mower to replace the damaged one.Initial Complaint
Date:04/28/2025
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.
Regarding the ***** (TTI) mower recall, I am filling this complaint because of the length of time to provide resolution to the recall. I initiated the recall on Feb 21 by cutting the power cable on the mower and sending pictures as requested by *****. I was provided an order number that same day and told a new replacement mower would arrive in 14 days. On March 13, fourteen business days later, E-mailed to check on status as it had not arrived and was told it would now be another 2-4 weeks. I then waited until April 21 to call and spoke with customer service who indicated they are very far behind schedule with the recalled mower replacements and it would be at least another 2-4 weeks. Another 4 weeks from April 21 will bring it close to 90 days I have been waiting for the replacement mower. The grass is ready to cut but I have no mower as ***** required the power cable to be cut. I am now needing to purchase a new mower so I can cut the grass. Requesting immediate shipment of replacement equivalent mower or refund for the original cost of the mower, $802.70.Business Response
Date: 05/06/2025
Thank you for speaking with us. As mention tracking number with *********, ************.Customer Answer
Date: 05/07/2025
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. The replacement mower arrived yesterday.
Regards,
***** ****Initial Complaint
Date:04/24/2025
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 contacted me about my mower being recalled because of a hazardous defect. They told me I had to disable my mower and send them pictures and they would replace my mower. After 2 1/2 months, they sent me a cheaper model mower. There was never any agreement to them sending me a cheaper model mower. I bought the more expensive model for a reason. Now I’m either going to have to buy a new mower or pay someone to mow my lawn. Unless they send me money tomorrow to replace my mower I’m going to have to pay someone to cut my lawn or be forced to buy another mower.Business Response
Date: 04/24/2025
Hi. Your mower was shipped. ***** tracking: ************Initial Complaint
Date:04/22/2025
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.
Business Name: Ryobi Tools (TTI – Techtronic Industries) Product: ********** * *** ** ********* *** ********* **** ****** Purchase Date: March 4, 2023 Problem Date: December 18, 2024 Claim Number: ******** Nature of Complaint: Warranty issue / Lack of service / Failure to honor repair timeline Complaint: I purchased a Ryobi *** ** ********* *** **** ****** ****** **********) on March 4, 2023. In December 2024, the product stopped working and was brought to an authorized service center on December 18, 2024. Despite being under warranty, the snowblower has now been out of service for over four months. The repair center has consistently cited delays in receiving parts from Ryobi, and my multiple attempts to resolve this with Ryobi’s customer service have been met with conflicting information and delays. I have been promised both an escalation and a replacement unit on different occasions—with no follow-through. On April 11, Ryobi support informed me that the claim was approved and I would receive an order number and shipping confirmation. Days later, a different representative claimed the claim was still under review. These contradictions have continued for weeks. After showing consistent patience and good faith, I am now requesting a full refund or a confirmed replacement, as the company has failed to deliver timely warranty service. I have filed a formal complaint with the ************* ******** ******* as well. This is unacceptable service for a product still well within its warranty period. Desired Resolution: Full refund or immediate shipment of a replacement unit.Business Response
Date: 04/24/2025
Hi. Thank you for speaking with us. As mentioned we are processing and sending a refund to you.Customer Answer
Date: 04/27/2025
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. Should I not receive the refund within 6-8 weeks as stated a new case will be opened.
Regards,
******* ******Initial Complaint
Date:04/21/2025
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 received a notice about the ***** lawnmower recall in February 2025. I confirmed that my lawnmower is on the recall list on February 10, 2025. I disabled my lawnmower as per the required instructions and submitted the photos that ***** requested on February 24. I was told I would receive communication within 2 business days, but did not hear anything. A week later, on March 3, I sent an email requesting an update, but I did not receive any communication. I called ******* customer service on March 6 to request an update and was told that the pictures were received and that my replacement order would be processed within two weeks (14 business days). I called again on April 7 because I had received no other communication and I still didn't have my lawnmower. I was informed that orders were taking longer to fulfill and I needed to wait 30 business days. I called again on April 14, again requesting an update. That time, I was told that my photos had never been received and that I needed to resend them. I requested to speak to a manager, who said that they were able to confirm my photos and gave me an order number ********), and informed me that I would have a tracking number within the week. I called again today (April 21, 2025), and was told that my order will take anywhere from 1-3 more weeks before it is shipped. I need a lawnmower to take care of my lawn, and Ryobi is clearly not concerned with fulfilling recall requests.Business Response
Date: 04/28/2025
Hi.Your mower is available to pick up at your local **** ******Customer Answer
Date: 04/29/2025
[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:04/21/2025
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 still have not gotten a replacement mower from Ryobi after providing them the information February 25. If they will provide me a voucher I will go pick up a mower at **** *****. My grass has gotten very long waiting for a mower replacement. If they would give me a voucher I would actually pick up a more expensive Ryobi either Ryobi ********** or Ryobi ********** and pay any cost difference out of pocket.Business Response
Date: 04/24/2025
Hi. Your mower has shipped. ***** tracking # ************Customer Answer
Date: 04/26/2025
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:04/21/2025
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 ***** TTI on March 15, 2025 with serial number and model number regarding the mower recall. Response March 16th was: please provide: Physical Address, Phone Number Email Address Once received, we will contact you regarding at this email address to let you know if your mower is or is not under this recall. If it is, we will include information on how to proceed. As a precaution, please discontinue use of your mower until we contact you regarding this inquiry. Received email March 18th 11:10am: Thank you for contacting TTI Outdoor Power Equipment, Inc. regarding the voluntary recall of your ***** 40V Brushless 21” Cordless Walk-Behind Mower. Attached to this email are instructions on how to disable your recalled mower. These instructions also include details on providing pictures of your mower, after disabling it, so that TTI can complete processing of your recall and order your replacement mower. Replied to this email at 12:10pm same day with photos requested of disable mower. Contact 3 times between March 18th and April 16th with pictures and request for an update. Only received auto response of: Thank you for your email. Your communication is important to us and will be answered within 24 – 48 hours, Monday – Friday 9 am – 5 pm EST. We appreciate your patience as we strive to answer your questions as quickly as possible. Contact again on April 17th requesting an update ASAP as this mower was disabled as instructed, no response has been given and this mower would be need very soon. Reply April 19th: We sincerely apologize for the inconvenience you're currently experiencing. Thank you for providing the pictures requested for our ***** 40V Brushless 21” Cordless Walk-Behind Mower recall. Unfortunately, the serial number you have provided for the model pictured has already been claimed under this recall and cannot be claimed again. Please dispose of mower shown in the pictures you have provided in accordance with your local laws and regulations.Business Response
Date: 05/01/2025
Hi. We have reached out several times by phone and email. Please respond to either. Looking forward to helping.Customer Answer
Date: 05/02/2025
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.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]I have not been contacted by phone or email by the company. I have contacted them many times and only received any calls auto replay stating they will contact back within 48hours.
Regards,
**** *Initial Complaint
Date:04/21/2025
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.
We received a recall notice for our ***** mower stating using it could be hazardous. We went through the required steps, i.e. cut the cord, sent a photo, etc. On March 3, ***** sent us a confirmation that we would receive our new mower within 30 days. It's now been 48 days since they sent us that email or more than 1 1/2 months. I called the company last week and they put me on with a supervisor who said the new mower would be sent to us by the 25th of April. First, I'm not confident this will happen. Second, our lawn is already about 1 foot high. We either have to pay a lawn service which would be about $125.00 as we have 2 1/2 acres of property or we will have to go out and buy a new mower which will be about $400.00 at **** *****. If we are forced to wait another 2 weeks for the mower, the mower will not be capable of cutting our lawn. Either we expect the company to immediately allow us to buy the replacement mower ourselves and receive reimbursement from ****** or we need the $125.00 to hire a company to mow our lawn in the interim. If ***** is doing a recall like this, they need something in place that's better than telling people to be patient and wait extra 2 weeks which in itself is causing us to incur extra expenses. This is a company with vast resources, and it's up to them to do this recall correctly.Business Response
Date: 04/22/2025
Hi your mower has shipped. ***** ******** *************Initial Complaint
Date:04/21/2025
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.
Dear Ryobi team, I have been a proud Ryobi owner for the past few years and have tons of tools and batteries. 3 of my recently purchased batteries have failed and have called customer service reguarding them, but it appears the website for submitting the claim is down! I've tried different devices, web browsers, and internet networks with no luck. 3 batteries ************** ****** ************** ****** ************** ****** I've also tried to contact on Facebook so I'm opening this here to try to help my case get sent to the right place. Thank you very much for your attention to this matter. ***** ***** *** ********* ** *** ******* ** ***** ************Business Response
Date: 04/28/2025
Hi. thank you for speaking with us. As mentioned the rapid repair process can take care of the battery issues.
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