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:07/25/2022
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 decided last year that I wanted to switch over to all electric for my yard equipment. The first item I purchased was a 40V Expand-It B07PHZZJFS Trimmer. I purchased this because it could use all the attachments I already had from my gas powered unit. After using it for a month, the unit started shutting off if any medium resistance was present on the tool blade/string attachment. It would work fine on the blower. If I waited a full minute I could use it again for a short time before happening again. If I disconnected the battery and reattached it it would work a short time again. I called ***** in SC and they sent me another battery. That battery had the same problem. I called ***** again and they suggested it was the unit. I called their local service center and they told me it was definitely the batteries and they had a shop full of units with the same problem. I called ***** again and they sent me a new battery. This battery also had the same issue. Each call to ***** takes an hour out of my day and in the end resolves nothing. I am not going to waste any more of my time dealing with it. I want ***** to replace the unit and/or batteries with known working units. FYI - I also purchased a ***** Brushless 21 in Self Propelled Mower RY401140US. The mower came right out of the box with one of the battery slots not working. I paid $550 for it and don't know how long it will work. I would also like to have it replaced with a known 100% functional mower.
Business Response
Date: 07/29/2022
Thank you. We were advised you are returning the older mower and we are sending a replacement for your trimmer. Hopefully you should be seeing your trimmer soon.
Tracking Number: #************
Customer Answer
Date: 08/18/2022
Cindy,
How do I respond. I am satisfied with the resolution.
Thanks,
******
Initial Complaint
Date:07/20/2022
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.
Purchased an electric riding mower in July 2019 (model **********). By the fall of 2021, I had replaced the battery gauge, PTO switch, and seat switch per their suggestion to solve a problem with the mower randomly shutting down and/or unable to move. ***** service requested that I take it in for service in Feb. 2022, telling me that I would be reimbursed for the costs of bringing the mower to and from the service center, plus the costs of mowing while waiting for service. After over 2 months, the service provider told us that they had 4 ***** electric mowers with similar complaints, and 2 had been there over a year with no resolution from *****. The provider also told us that they had never heard of one of these mower customers ever receiving the promised reimbursement for transportation costs, mowing costs, or warranty replacement. It is obvious that ***** has no intention of honoring its warranty nor its offer for costs reimbursement.Business Response
Date: 08/19/2022
Working to communicate with service center on status of mower. We have been touch with the customer as well.Customer Answer
Date: 08/23/2022
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.
***** Customer Service finally answered after I've tried calling them for 3 weeks. They said they have no details and that the cost reimbursement with receipts is still being approved - 5 months later.It is clear that there is no intent by ***** to do anything except avoid contact and stall. We want our money back from this purchase and will look at additional options to get our lawn maintained to pass along to *****.
Regards,
******* *******Business Response
Date: 09/02/2022
*** Field member is scheduled to repair unit as soon as parts arrive. We will update once complete.Initial Complaint
Date:07/20/2022
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.
Bought a new ***** 54" zero turn lawn mower from **** ***** March of 2021. They shipped it to me and it took 3 deliveries before getting a mower that was not damaged. Once I received it the mower performed as promised. In March of this year I got the mower out to use it and it would not cut. One of the controllers for the mower blade motors failed. ***** sent me 2 separate deliveries of controllers that turned out to be wrong. They then sent me to a service center for help. In May it was worked out that ***** would send me a new replacement mower. I received a call from Estes shipping that the mower was damaged in transit and I had to go back and forth with ***** to finally get them to send another replacement. The replacement arrived today (7/19). It did have a couple of dings on it but I decided they were not worth rejecting for. However, when I tested the mower it would drive ok, but when I turned on the blades to cut grass they did not come on. I spoke to ***** immediately and we are starting over with diagnosing the problem, them sending me a part for me to fix it, and we will see what happens. In the meantime I am paying for someone to mow my yard. When talking to ***** it appears that the replacement was again sent from **** ***** instead of ***** as promised.Business Response
Date: 08/19/2022
Sent service technician to his home to complete repair. Unit is repaired and operating.Initial Complaint
Date:07/18/2022
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 3 of the **** CORDLESS VACCUMES 20 VOLT SYSTEM, in March 2022. I called to order the filters for this model# ****** Part # *********. The parts department for the last 4 months tell me PARTS NOT AVAILABLE and they cant tell me why. My complaint is how can a company sell and item exclusivly to ******** ONLY and not have parts available. This definatly is not good business for this company, the parts department 877 ******** are the ones who told me many customers are calling for these filters and are frustrated because they now have a unit they cant use.Business Response
Date: 07/29/2022
Sorry for the frustration. These will be available soon through ********. Until then I will get 3 of these filters sent out to you on Monday. Have a good weekend.Customer Answer
Date: 08/02/2022
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:07/12/2022
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 ***** riding mower which was delivered about a year ago. I immediately started having issues with it and contacted *****. They helped me trouble shoot over the phone first and after numerous attempts to fix the issues they finally agreed for me to send the mower in. This process was tedious. I had to transport it to my nearest **** ***** location and then **** ***** shipped it out to be looked at and fixed. ***** told me that I would have to pay for the transport back and forth and for someone to mow my lawn in the mean time. They gave me an approximate time of 9-12 weeks for it to be repaired and returned. They agreed to reimburse me for the transportation costs, and the costs of mowing services. I submitted receipts to **** ****** on 12/13/21 and have since had multiple discussions with customer service and Erik who all say that the accounting department should be sending me a check. I have yet to receive it and have tried to contact them to resolve the issue including today without any luck.Business Response
Date: 07/28/2022
We sent the check via Fed Ex Last week. Please advise if you still haven't received it. Thank you for your patience.Initial Complaint
Date:07/05/2022
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 ***** Zero Turn Electric mower in July of 2019. The mower failed in May of 2022. I contacted the support team at ***** and was given several dealers to correct the issue. After calling several centers which no longer service this mower, I had to rent a trailer and deliver the mower to a service dealer more than 30 miles from my home. The dealer has had the mower since 5/20/22 and is still awaiting parts from Ryobi. I have contacted the service dealer, as well the support team for ***** and still and without a mower; which is very inconvenient since it is summer. I have had to pay a lawn service to cut my lawn. I have reached out twice by phone and each time was told that parts should be in in a week. It has been well over a month. This mower in under warranty. I need a mower.Business Response
Date: 08/19/2022
Mower has been returned by the ASC. Service center was waiting on parts, but is now complete.Initial Complaint
Date:07/05/2022
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 was given a ***** leaf blower for Christmas in December of 2021. My first time using it was in April of 2022 I used it approximately six times before it stopped working. ***** sent me a new battery and charger. The machine still didn’t work so I was advised to take it to **** ***** who sent it out for repair on 5/24/22. I called on 6/29 to check on the progress and was told I may not get it back until August 15. Spoke to Stephen B***** at ***** and emailed him the receipt per his request. He wrote back and said that ***** would not refund or replace the machine because the warranty date had passed. This is poor customer service. The machine was obviously defective when my wife purchased it. I would greatly appreciate any help I can get in this matter.Business Response
Date: 07/22/2022
We have spoken to the customer and the Service Center. The service center is replacing their unit. The customer should be receiving their replacement unit soon.Customer Answer
Date: 07/22/2022
The consumer called and stated the issue is resolved.Initial Complaint
Date:06/29/2022
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 bought two tools on June 12th. I got an email stating it may take 8 days to get the items shipped (maximum). I figure okay and I will wait. It's now June 28th and there has been no update to the order and when I call their customer service either they have closed early or I can't get through after 3 hours in the phone. This is the worst case of customer care I've seen in quite some time.Business Response
Date: 07/28/2022
Sorry for the frustration. Our warehouse was extremely backed up during this time. The item was delivered on 7/1 and shipping was refunded on 7/13.Initial Complaint
Date:06/28/2022
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 June 17, 2022, I placed an order on *******.com (order# **************) that among other items included a **** TOOLS product ("**** 20-Volt 23-inch Hybrid Fan") for $49.00 plus tax. **** sells their products exclusively at *******. On the morning of June 18, 2022, I requested to cancel the **** fan. On Saturday, June 18, 2022, at 2:55pm, I received an email from ******* Customer Service acknowledging my cancellation request, and informing me they would contact **** Tools Consumer Products, Inc. to cancel my order. On Monday, June 20, 2022, at 11:33am, I received a second email from ******* Customer Service informing me they would be requesting the cancellation. On Monday, June 20, 2022, at 5:10pm, I received an email informing me that **** had shipped the fan to me despite my cancellation request more than 48 hours earlier! When FEDEX arrived at my residence with the fan on Wednesday, June 22, 2022, I refused delivery and requested it be returned to **** because I had requested cancellation of the order. I had sine then contacted ******* on two occasions to request a refund. ******* customer service informed me that **** Tools must issue a refund (ie, no refund from *******, even though I ordered through their website), and **** would do so only after they receive the fan from FEDEX. On Saturday, June 25, 2022, at 10:39am, **** received the fan from FEDEX at Gaffney, SC, with the tracking information stating "Delivered Signature on file". I contacted ******* customer service again this morning (Monday, June 27, 2022) and was yet again told that they would request cancellation with refund to ****. So **** has now been in possession of the fan for over 48 hours, and still no message from them that a refund would be issued. FEDEX tracking information: " https://www.fedex.com/f************************************************************** ".Business Response
Date: 07/28/2022
Sorry for the frustration. Refund has been issued on 6/29. Please advise if there are any other issues.Customer Answer
Date: 07/29/2022
Better Business Bureau,
Third party sellers on the *******.com website are responsible for issuing refunds to customers who've purchased their products. However, it was ******* Customer Service that finally came through in issuing the refund to me on June 29th, because despite numerous requests for a refund from Techtronic Industries Power Equipment (HART) over a period of 10 days, their personnel were completely unresponsive and uncooperative.Deepest regards to BBB for your assistance in this matter,
**** *****
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