Complaints

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.

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  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.

  In the beginning of June I called because my string trimmer had cracked and was unusable. I provided pictures and a receipt from ******. After several weeks I called again and was told I needed a more detailed proof of purchase which I provided. The order number was #*********,After not hearing anything for a week I called again. This time I was told that there was a new policy and group that had to approve a replacement and that I would need to submit everything again and pay for shipping. I told them I would pay for shipping when they approved the replacement. I was given a new order number#*********. The agent went over my contact information and said he would email me the information to send the required information. I did this on Tuesday July 15, as of today I have received no infirm Worx.I feel that I am being given a run around and that they are not honoring their guarantee. The trimmer was purchased from ****** last year in July and the product was less than a year old when I first contacted them .Enclosed are the pictures. I can send the ****** receipt to an email address if desired but dont know how to attach it here. The company should have it in their file as I sent it on July 8.

  Business Response

  Date: 07/30/2025

  Hello ****!
  
  We apologize for any delays in processing your replacement order. We have located your order here 352327340 and after reviewing the notes it appears the delay we are experiencing is verifying your proof of purchase. I will be reaching out to you via email at ********************************** to collect this and process your order. This will be coming from a ********************************************** so please ensure to check your junk folder. We look forward to your response.
  
  
  Sincerely,
  
  ******** Land 
  Senior Brand Ambassador
  

  Customer Answer

  Date: 07/31/2025

   
  I am rejecting this response because:
  
  

  I also had a request for my receipt again from Worx. I forwarded it attached to the original to this new person. If I ever really get a refund or replacement I will let you know. It will only be because I contacted BBB!

  Sent from my iPhone

  Business Response

  Date: 08/01/2025

  Hello ****, 

   

  Thank you again for your patience and for working with us on this issue. I want to sincerely apologize for asking for your proof of purchase againI understand it may feel repetitive, and I truly appreciate your cooperation.

   

  Our goal is to ensure your tool is replaced and that you're taken care of. While our policy typically does not allow for replacements in cases where a tool has been neglected or misused, we want to move forward with a one-time replacement in good faith to support you. 

   

  Please note that this replacement will not carry a warranty moving forward, as the issue at hand is not considered a defect in materials or workmanship. We want to be transparent about this so you know what to expect. I can push through the warranty order and its now ready to ship. #********* is the order number. in exchange for what you have gone through, we will deliver this to you for free. It should be processed within the following one to two business days from our warehouse and delivered to you no later than seven to ten business days. When it ships, tracking information will also be emailed to you! 

   

  If you have further questions or concerns please let us know by calling us at ************. We are open Monday through Friday, 9am-6pm EST. 

   

  Thank you for choosing Worx! 

   

  Kind Regards, 

  Madison L.

  Senior Brand Ambassador 

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  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.

  This company produced a product that would excite most tech guys, a robot mower. I purchased two. Neither have worked properly since the date of purchase. When the software creates an issue, customer services ask the customer to go through test after test. When the issue is their software. It more than obvious if you look on social media sites. More and more users are asking the same questions.

  Business Response

  Date: 04/09/2025

  Hello *****, 
  

  
  Thank you for inquiring. I sincerely apologize for your experience. I understand that circumstances like this can be quite irritating, especially since you indicate you've been having problems since you first received it, but I'd be pleased to assist you now. 
  

  
  As you can see, we usually go through a number of troubleshooting processes while a product is under warranty. However, I understand that you have done this multiple times and the tool is still not operating properly, and I would like to spare you having to go through the process again. I'd like to offer to replace both of your units at no cost, so you get a brand new tool and may start over! How does this sound? If you want to take advantage of the offer, please let us know; all we need are the model numbers, serial numbers, and your shipping address.  Along with this information would you be able to provide me a copy of the original purchase receipts? 

   

  We look forward to your response. Thank you for choosing Worx! 

   

  Kind Regards, 

  Madison L. 

  Senior Brand Ambassador 

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  Customer Answer

  Date: 04/21/2025

   
  I am rejecting this response because:
  
  

  Positec says they will send me two new robot mowers with proof of purchase.  She game no way to contact her.  I found her; ******* *****, senior brand ambassador.  I sent her the proofs of purchase.  But, feel like Im being ignored now.  Can you help with them following through on their promise?  

  *****

   

  Business Response

  Date: 04/24/2025

  Hello *****, 
  
  Thank you for the email. I apologize for the delay in answer. I realize how frustrating this may be, especially if you need two new robots. However, I would gladly solve this today.
  
  I have your email and the proof of purchases you supplied us. Unfortunately, the email was quarantined and I was unable to access it until recently; nonetheless, I will contact you via email to ensure your satisfaction with us today. Please keep a watch out for my responses throughout the day. 
  
  We look forward to speaking with you further. Thank you for choosing Worx! 
  
  Kind Regards, 
  Madison L.
  Senior Brand Ambassador 

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  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 mower with a 3 year warranty in July 2021, that mower was defective and was replaced in August 2022 with a new 3 year warranty. The mower is now having the same issue and the company does not want to replace or repair even though its under warranty. There is obviously something that needs recalled on this mower model.We have purchased several word tools and anger to support a good company that stands behind their products.

  Business Response

  Date: 02/07/2025

  Hello Mr. ******************* hope this message finds you well. I am sorry to hear of the reoccurring issue you have experienced with your Worx WG743 Mower. I understand you are worried about there being a possible defect within the mower due to this, and we appreciate you bringing this to our attention. I would love to get in direct contact with you regarding this matter, to go over some troubleshooting and see what could be causing the defect to occur. 
  I was able to locate your original order in our system, so you will not need to provide any kind of proof of purchase. All I would need from you is to have the tool in hand, with the batteries and charger so we can go over some questions, and look into getting your unit replaced if need be. I would love to see if we can get it up and running though! 
  
  If you can, please reach out to me directly via email at ********************************************* and provide me with a good time to call you. Anytime Monday-Friday 10AM-6PM EST would work for me! I look forward to further assisting you and we truly appreciate you choosing Worx! 
  
  Sincerely,
  
  ******** Land 
  Senior Brand Ambassador 

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  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 56 v lithium battery which for my iWork leaf blower..the battery has a date on it as 2021indicates to me the battery is approximately 3 yrs oldthelife expendisy in range of 6 years..so its half dead alreadycould you please either ship me a newer battery..or credit me portionly..thanks so muchPaul705 *******

  Business Response

  Date: 02/03/2025

  Hello Mrs. *************** hope this email finds you well! We appreciate your purchase with us and want to ensure you have a confident experience with this battery! When it comes to life expectancy on a battery, with Max ******* batteries, you are expected to get 3-5 years, or ******* charge cycles. When a battery is not being used while in storage, there is no charge cycle occurring which would in turn not cause the battery life to begin depleting. Therefore, even though this was manufactured in 2021, this battery is still considered new, since it has not been through any charge cycles.
  I would be more than happy to explain this in more detail for you via a phone call, as well as gather some further information from you to determine how to best move forward and give you that confidence we strive for!  Please reach out to me directly, via my email ********************************************* and let me know when a good Day and Time to call you would be! 
  
  I look forward to further assisting you and thank you for choosing Worx!
  
  Sincerely, 
  
  ******** Land
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  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.

  This complaint about service, parts and any of the above for CTS36ABU. E-scooter was bought 07/23. I tried 2x to obtain digital display and top piece parts for repair. 2nd attempt stated *************** was responsible for the parts BUT Aventon does NOT do e-scooters. They have NEVER sold e-scooters. They had a contract for 6 months for customer service from 01/23-07/23. They could not help me because this e-scooter is a WORX product. I known my warranty is out BUT Worx could not help an all. And the passed it off to *******. I have the chat text sent to my email stating Worx only works with the batteries and NOT THE E-SCOOTER. I need the parts to fix from them or exchange for refurbished one or new one. Why sell an e-scooter or e-bike when they cant repair them??

  Business Response

  Date: 12/18/2024

  Hello Mr. ************************************* this email finds you well. I would like to take this opportunity to express my sincere regret for any inconvenience you have had while attempting to repair your damaged E-Scooter CTS36ABU. Your satisfaction is top priority to us, and we will ensure to make this right. At this time to remedy the issue, we will be replacing the E-scooter for you. I will personally be following up with you to get additional information to start the process. 
  
  If you have any other inquiries or concerns, please do not hesitate to contact us.
  
  I look forward to assisting you. Thank you for choosing Worx!
  
  Sincerely,
  
  ******** Land
  

  Customer Answer

  Date: 12/18/2024

   
  Better Business Bureau:
  
  I accept this BUT I know there is other customers with the same issue. To sell your product, you need to service it and have parts for it. You company doesnt. Do right to ALL CUSTOMERS. DP
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  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.

  cid:7C0B2082-67BD-4577-8AA5-47E450FE8D8E

  Business Response

  Date: 08/05/2024

  Hello Valued Customer,

  I hope this message finds you well. I am writing to address your recent experience regarding the processing delay of your label. I sincerely regret to hear about the inconvenience this has caused you, as it is certainly not our intention to further frustrate you or complicate the situation.
  
  As you are aware, since your product was purchased through Amazon, the return process must be initiated directly through the merchant. I understand that this may not have been clearly communicated, and we take full responsibility.
  
  To rectify this situation efficiently, I would like to offer you a warranty replacement for your hedge trimmer as a one-time courtesy.Our goal is to ensure that you are satisfied with your purchase and that we can resolve this issue in a timely manner.
  
  Please reach out to our customer service line at **************, reference this complaint and my name ****************** We are eager to assist you and rectify the situation as quickly as possible.
  
  We would greatly appreciate the opportunity to make this right for you. Your satisfaction is our top priority, and we are committed to getting you up and running in no time.
  
  Thank you for your patience and understanding.
  
  Best regards,

  ******************

  Customer Answer

  Date: 08/06/2024

  I am rejecting this response because:
  

  080624. Please accept this as my response to your offer of a solution. If you read my initial complaint, I stated that 
  
  I have already ordered a replacement of the product thru Amazon because I cannot wait any longer for a return label.
  
  Therefore the solution makes no sense. However, I still need the return label to get a refund of the original 
  
  damaged product. Consequently, your offer of a warranty/replacement is not helpful under the circumstance. 
  
  Obviously, I have no use for two identical products nor do I want to pay for two products.  Can you offer another solution?

  Business Response

  Date: 08/13/2024

  Hello ******,
  I hope this message finds you well. I am saddened to learn about the label not arriving in a timely manner as it should. Since your purchase was made through Amazon, they are the only ones who can issue the label for the refund you are requesting.

  >Order Details:
  >Agent: ********
  >Resolution Offered: Hedge trimmer at no cost due to the inconvenience caused by Amazon.
  >Shipping Details: Shipped from our ************** shipping facility on 8/7/2024, with an arrival date of 8/10/2024. The package weighs 10 lbs.
  

  >Next Steps: Refund: As a one-time courtesy, I would like to offer you a refund. This may take up to 7-10 business days plus transit time, as it will be sent in the form of a check.

  
  Updates: I will personally email you to keep you updated on the status of your return.
  We apologize for any inconvenience this may have caused and look forward to resolving this matter swiftly.
  

  Thank you for choosing WORX!

• Initial Complaint

  Date:06/24/2024

  Type:Delivery Issues
  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 owned string trimmers manufactured by this company. They advertise "FREE" trimmer spools for life. This is false advertising and consumer fraud.On 6-1-24 I ordered replacement spools. Order #*********. The package includes 6 spools 2-3 ounces total. They are sent ***** Smartpost, a very discounted method of shipping. They charged me $9.91 for shipping these light weight products shipped by this economy method. This IS NOT "FREE" and consumer is overcharged for the shipping. To make matters worse I was charged state sales tax of .55 on "FREE" merchandise. As retired law enforcement this is illegal and amounts to theft. You can't charge sales tax for item that is supposedly free. What am I paying sales tax on? This is completely FALSE ADVERTISING, this merchandise is not "FREE" by any means. Customers are being charged sales tax for item that is "FREE" and overcharged for shipping. These practices need to end and company needs to be fined.In addition I received an email my merchandise was shipped 6-3-24, it is now 6-24-24 and I just received notice my $9.91 shipping item will be delivered 6-25-24, over 3 weeks later. For what I paid I should have had the merchandise within a week or less!I won't buy ANY future equipment from this company so they will lose a lot more profit than if they had just honored their "FREE" spools ad. Hey WORX $10.46 is far from "FREE".

  Business Response

  Date: 07/03/2024

  Dear ***********,
  
  I hope this message finds you well. I am reaching out to address the concerning issue regarding the delay on your most recent order for spools.
  
  We are sorry to hear about your experience. I apologize for any inconvenience this may cause and would like to ensure that we will resolve this matter promptly.
  
  The free spools for life are free we only require a simply shipping cost of $9.91 plus tax to get the spools from our facility to your home. I most certainly submit your feedback that way we can improve our shipping process and costs in the future.
  
  To rectify this situation and ensure your satisfaction, we will refund you the charge of $10.46 as a one-time courtesy. The amount will reflect to the form of payment within 3-5 business days.
  
  Thank you immensely for your patience and understanding.
  
  Thank you for choosing WORX! We deeply appreciate your business and look forward to continuing to provide you with excellent service in the future.
  
  ******************

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. However I feel in the future this company should not be allowed to charge sales tax on items that are advertised as "free" . this is CONSUMER FRAUD and a crime. I also feel shipping charges should be the actual cost and not inflated. I am sure the shipping on these spools, due to minimal weight is $4 or less, no where near $9.91. In the future don't advertise merchandise as free when it obviously isn't, that is false advertising!
  
  Thank you. 

  ****************************************

  Retired law enforcement KS & WY 37 years

  
  

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  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.

  Transaction 4/12 $127 I ordered a pressure washer I received a tracking # for the battery only received that on 17th. Meanwhile the pressure washer was still in process. I waited and I received no emails I finally call to see if it was on backorder. I explained everything to the customer care even sent her a picture of the email. I told her I had no tracking # for it. She checks and says she has a picture of it being delivered so she sent it and I confirmed that my house but it was not there and told her if I had a tracking # I would've known when it was coming. She then speaks with a mgr and was told that I had to file a stolen package with law enforcement. I told her it was negligence on there behalf because you all left my product in processing mode and didn't email me a tracking # . If I had the tracking # my package would not have been stolen. She said they will not reship because it was delivered

  Business Response

  Date: 05/13/2024

  Dear *******,
  
  I hope this message finds you well. I am reaching out to address the concerning issue regarding the missing pressure washer.
  
  Upon reviewing the details, it was confirmed that the pressure washer was successfully delivered to the address specified on the order, as per the ***** tracking information and photo left. I understand your frustration upon discovering that the item is missing despite the delivery confirmation indicating that it reached your home. While I cannot determine what transpired after the delivery, please know that we take this matter seriously.
  
  To rectify this situation and ensure your satisfaction, we will be shipping a replacement pressure washer to you as a one-time courtesy. I will personally follow up with you to provide the new tracking information to monitor the shipment's progress.
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to reach out to us. We are committed to resolving this issue and ensuring that you receive the product.
  
  Thank you for choosing WORX! We deeply appreciate your business and look forward to continuing to provide you with excellent service in the future.

   

  ******************

  
  

• Initial Complaint

  Date:05/05/2024

  Type:Customer Service Issues
  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.

  Thanks, there's no customer service via phone or online chat after being placed on wait and then recordings and hang-**** I bought the 20V 2-gallon Cordless Lawn Sprayer WG829.9 back in April 2022 and the pump stopped working after performing step-by-step procedures according to the instructions to no avail.

  Business Response

  Date: 05/06/2024

  Hello *****,

  I hope this message finds you well.

  I apologize to hear about all the hang-*** you have experienced and went through, as this is not what we stand for and always have live representatives available from Monday through Friday from 9 AM to 6 PM Eastern standard time. Rest assured; we will most certainly submit your feedback to the correct department.

  To address your concerns promptly please feel free to contact us direct at ************** option 8 or via chat by simply visiting out website at WWW.WORX.COM. In the meantime, I will personally reach out to handle any questions or concerns you may have and get you up and running as soon as possible!

   Thank you for choosing WORX!

   

  Kind Regards, ******************

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  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 a Worx 3 in 1 blower vac WG-512 from ********** in 11/21 and it has a 3 year warranty. It stopped working in October 2023 and I called Worx support on November 2023 and again in December 2023 to file a warranty claim. Both customer service reps were nice and told me that the unit was back ordered and they would put me on a waitlist and I would be notified when it became available. On January 30 I called again and inquired about the status and talked to Brand Ambassador ***** who told me that it still on back order. This time she told me that she would process the claim (which neither rep before mentioned this) and I received an email that same day telling me that it the warranty claim had been officially processed. It is now March 1st and nothing! This is ridiculous. I did upload the receipt to ***** along with the serial # of my unit.

  Business Response

  Date: 03/04/2024

  I am happy to help ************ with a warranty replacement WG512. I created order ********* to send the replacement. It should arrive within 4-14 business days via ****** We have his email address on the order so once the order ships, he will receive an email containing tracking information.