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Business Profile

Lawn Mowers

Cutler's Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lawn Mowers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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 an Ego power electric assembly for $130.96 I paid $9.95 for shipping price included in total I received my item as normal upon installation which is all plug and play mind you I am an electrician! So error on installation is not happening, turns out part came defective! Yes item had signs of install or bit dirty from dust in leaf blower how else would I know it didn’t work. Long story short they received their item back to them but gave me no option for replacement? Upon reaching out to them and asking them when will I receive my refund ? They asked me for tracking number? And I did provide it few days later I get an email stating my refund had been issued but it should have been $120.09 and I was only given a refund of $65.11 due to them charging me a restocking fee of $54.98 how in the heck I’m I responsible for a restocking fee when the item did not even work? I should be given my full refund this is totally wrong of this greedy business ripping me off I want my full refund please! I work too **** hard for every dollar I earn so given my money away is not an option for me!

  • Initial Complaint

    Date:12/18/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered from Cutlers' product line via Ebay and incurred an unexpected 25$ charge. I was unable to request a refund directly from Cutlers. I spoke with Sarah @ *********** and she was kind. I am unhappy with the resolution and would not recommend purchasing Echo equipment and parts from Cutlers after my interaction. My address entered into my original order is what is listed in the photos. Cutlers order staff see something different. If I had known I was going to incur and extra 25$ charge, I would not have ordered. Shipping is paid as part of the original order.

    Business Response

    Date: 01/11/2024

    Thank you for allowing us to respond to this complaint (********). ***** ******** made an order from our company through eBay. The address provided to us from eBay is:

    eIS C/O ***** ********
    *** ************** ****
    evtn:*******
    Glendale Heights, IL 60139-2080
    United States
    ###-###-####
    (please see attachment to verify)

    We shipped this item to the address that Ebay provided us which is located in the United States. We do not know why this package was forwarded to the customer in Canada as we did not ship this order to Canada. If the customer or ebay used a mail forwarding company, we are not responsible for that or any additional fees or surcharges associated with that service. Our obligation with Ebay and this customer is to ship the item to the address we were provided which is located in the United States. We suggested to the customer to contact Ebay for the reason why this package was forwarded to Canada and why the carrier charged him a surcharge. We did not instruct the carrier to forward this item to Canada. Since we did not ship this item to the customer in Canada, we kindly request that the complaint be removed since we are not responsible for the forwarding to Canada surcharge that we did not authorize nor did we instruct the carrier to forward this package to Canada.

    Sincerely,
    Cutler's

  • Initial Complaint

    Date:08/16/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ordered a EGO electric lawnmower on Amazon website- through 3rd party seller - Cutlers Inc, paying $788.61 plus $48.00 shining. I received the lawnmower on June 6, without a battery. Through Amazon I contacted Cutlers asking them to send me a battery ASAP. I was informed they had no batteries, and offered me $150.00 to buy a new battery. The price of this ARC 56 V Lithium battery is $349.00. I refused the offer saying I was returning the defective mower. I asked for a return label, was told to contact Amazon. Amazon will not pay for a return to a third party seller. I have gone through Amazon’s A to Z guarantee multiple times - with customer service reaching out to Cutlers asking for a pick up label as the mower weighs 90 lbs. I am 70 years old. I can not pick up a 90 lb mower to put it in the back of my RAV4. Cutlers then offered to rebate me 30% of the purchase price ($236.40-) which I declined. Cutters has repeatedly lied- first saying they sent me a return label( no, they did not). When Amazon customer service stated customer stated there is no return label - Troy at Cutlets stated I don’t know what you’re talking about.. Next was Cutlers/ Troy saying there is a pick up order at FED EX- I just need to call to have it picked up ( I called Fed Ex- there is no pick up order), I called them out on that. The final straw then was saying I have to be the one who calls for a pick up. I called Fed Ex and responded Cutlers buys the pick up label and emails it to me. I then call Fed Ex using that pick up number to have the lawnmower picked up. I responded with that information ( which I am sure they were aware), saying I am not paying to return a defective mower that they sent me. There has been no response from them. I ordered an EGO electric lawnmower in good faith. I received a defective/ incomplete
    mower from them.

Cutler's Inc is NOT a BBB Accredited Business.

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