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:06/04/2025

  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.

  Subject: Unfair Cancellation and Return Fee Policy Order #************* To Whom It May Concern,I placed an order (#*************) on Greenworks' website and attempted to cancel it shortly afterward while it was still unshipped. Their website displayed a Cancel button, which I clicked but it silently failed with no error or warning message. I assumed the cancellation had worked.After noticing the order was still active, I tried to reach customer support via their website chat, but it was unavailable due to limited weekday-only hours, which were not clearly communicated. When I finally reached them, I was informed that the 30-minute cancellation window had passed.Greenworks later admitted in writing that the Cancel button remains visible and clickable even after the 30-minute window closes but no longer functions. This is a serious user experience flaw that misleads customers and prevents legitimate *****************, they are charging me a $45 return fee despite my good-faith attempt to cancel before shipment, and the failure being caused by their website and limited support availability.I believe this return fee is unfair and request assistance in obtaining a full refund without penalty.Thank you for your time and consideration.

  Business Response

  Date: 06/05/2025

  customer was advised several times that we cannot adjust / cancel or refund on this situation.  Customer advised that he was going to file a chargeback with credit card company.

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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.

  On May 17, 2025, I placed an online order for a trimmer and blower set for a sale price of $113.99. After waiting 2 weeks for my order, I reached out to Greenworks' customer service chat regarding the status of my order. Regrettably, the agent wasn't able to provide any helpful information and allegedly forwarded my inquiry to an ordering team. In response, rather than reach out with an order status update or other information, Greenworks canceled my order in direct contravention of my express request for the order to be shipped. Greenworks' "info" email address restricts senders, and I am therefore unable to correspond directly with the company regarding this issue. To fully resolve this issue, I would like Greenworks to fulfill my order with the fastest shipping method available and to provide written confirmation that the order was shipped.

  Business Response

  Date: 06/04/2025

  Customer was emailed advising that we could not resend her item ordered on our site as it is currently OOS.  I will email to ask if the customer would like a discount code to be used in a different purchase.

  Customer Answer

  Date: 06/05/2025

   
  I am rejecting this response because: the specific item from the combo kit I purchased that the company claims is "out of stock" (the string trimmer) is still available for purchase on the website--both individual and as part of the combo kit, and the company failed to indicate the value of the coupon code so that I could make an informed decision in whether to accept the resolution. The combo kit I purchased is still available, albeit at a higher price than what I paid ($151.99 sale price + tax vs. my purchase of $113.51 inclusive) : ************************************************************************************************************************************************************************************** company offered a coupon code to purchase something else, but they failed to indicate the value of the coupon code or whether it would be commensurate to the discount I received on the first product.

  The company's info@ email address is set up to block any emails coming from unknown senders, which would likely be any customer with an inquiry. This is a strong indicator that the company is having serious issues they can't or don't want to address, including inventory issues and shipping delays.

  In terms of a resolution, I would ask that the company agree to provide a similar discount on a similar product bundle--the total discount I received was approximately 37% off the retail price (****** regular price vs. my total of $113.51).  I would additionally request that the company confirm that their info@ email address configuration has been updated to allow consumers to contact them directly with questions and concerns, rather than having to resort to third-party complaints for a response.

  
  

  Business Response

  Date: 06/05/2025

  as the customer purchased a combo kit (comes in one box) we could not replace i have offered a 20% discount code and an extra 2.0ah battery as compensation

  Customer Answer

  Date: 06/06/2025

   
  I am rejecting this response because: the company has now informed me that, after one (1) business day, the combo kit is magically back in stock. However, they are refusing to honor the original purchase price and have now stated that "the most we can offer" is 25% off. I would still like my original resolution--shipment of the combo kit at the original invoice price of $113.51, as the order was inappropriately cancelled in the first place, along with confirmation that they have reconfigured their info@ email address to allow customers to make written inquiries.
  
  

  Business Response

  Date: 06/06/2025

  with the 25% discount code this should bring the combo kit down to $113.99 before taxes etc.. if applicable  There is no further action we can provide.

• Initial Complaint

  Date:06/02/2025

  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 attempted to contact greenworks customer support for a replacement part since their wesbite was not working. I was on hold for 2&1/2 hours, and then once i was able to speak with someone they told me that the model i had did not have the specified part even though the manual i had directly listed the part. They tried to tell me the only option was to replace the entire product even though i know for a fact the part in question is removable and replaceable. I am never purchasing a greenworks product again.

  Business Response

  Date: 06/03/2025

  customer was advised that the entire trimmer head is not a replacement part .. there are separate components that are listed in the manual that can be sourced for purchase as these are considered wearable parts and his unit is out of warranty.  spool - 31105710  spool cover 3411546A-6 

  Customer Answer

  Date: 06/04/2025

   
  I am rejecting this response because:
  This response has not adressed the fact that the website is non functional. The whole reason any of this happened is because your online services are flawed. The parts finder on the website wouldnt show results no matter what part number i entered. That i why i had to resort to calling customer support. You say that the part i was seeking wasnt for that particular product, but the manual directly said otherwise. If your website and your poduct manuals are providing false information it is something you need to rectify to prevent problems like this. I am not seeking a refund or any other compensation, i threw the product in the dumpster and i will never be purchasing another greenworks product again. what i want is for greenworks to fix their website and update their customer service protocols to ensure that nobody has to deal with this ever again.

  Business Response

  Date: 06/04/2025

  customer has disposed of the product no further action

• Initial Complaint

  Date:06/02/2025

  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 have had the product for less than 3 months. With normal use it broke. They do not have replacement products and I cannot get one anywhere. I have tried and tried to call them and get no where. I have been waiting on a call back for over 2 hours today.

  Business Response

  Date: 06/04/2025

  customer spoke with our call centre and the blade was ordered 

• Initial Complaint

  Date:05/30/2025

  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.

  Like many other's it's impossible to get a hold of someone either online chat or on the phone. ******** customer service. It doesn't matter if it has a 20 yr warranty if you can't communicate with anyone. I have issue's with battery packs that are still under warranty.

  Business Response

  Date: 05/30/2025

  As there were no details in the inquiry I have emailed the customer to request unit/battery/charger details as well as a description of the issue.. If the receipt is available that should also be provided as in the absence of a receipt warranty is based on the serial # on the unit.

• Initial Complaint

  Date:05/28/2025

  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 have a defective lawnmower. I was notified by *********** that there is a potential issue with the mower and that it could have thermal event and it could trigger a fire. This is the second mower that I have bought from Green Works that is defective. They would do nothing about the first one this time they want to send me a replacement I want my money back. This was an expensive item. The mower is not even a year old.

  Business Response

  Date: 05/29/2025

  customer has been emailed with the request for images as per the notice sent out to customers.. 

• Initial Complaint

  Date:05/28/2025

  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.

  May 5, 2025 Purchased a Greenwood Tools Power Washe May ******* Attempted to use the powerwasher. It will not start.May 27, 2025 Took the power washer back to Lowes in *********, **, where it was purchased. They would not take the tool back. They stated it had to be returned in *************************************** the store. Indeed it is - in small print at the return service desk. I don't know about you, but when I purchase an item in the store, I do not take it to the return service desk. I pick up the item, go to the checkout and pay for the item. Never do I visit the return service desk. After spending 3 hours at the store and eventually working with the store manager, we both tried to call the manufacturer of the power washer - Greenwood Tools. (In addition, I purchased an extended warranty.) After each of us being on hold for over an hour each with no response, I was instructed to call Greenwood Tools the next day.May 28, 2025 Today I have spent HOURS on hold with Greenwood Tools. No one has ever picked up the phone to talk with me. After spending 2 days trying to contact them I am now contacting you. I no longer want a replacement (which I had originally hoped to get.). I want a refund. I do not want to deal with a company that gives you this extreme poor level of service.

  Business Response

  Date: 05/29/2025

  customer has been emailed for unit details.. Item was purchased at ***** and we cannot issue a refund from Greenworks gut will replace under warranty

• Initial Complaint

  Date:05/27/2025

  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 is for an unhonored warranty for a purchase made on May 4, 2024 of a Greenworks 3000 PSI (1.1 ************************** Pressure Washer. This was made via ****** with an order number of 112-6042587-0238605. The pressure washer works intermittently -- sometimes it will run for five minutes other times less than one minute and then it will stop running on its own. We know it is not a problem with our electrical circuit because another device was plugged into the same circuit and worked fine.Attached is a photo of the warranty description which lists a phone number. We called this number on April 28, 2025 but did not get anyone on the line after waiting 1 hour and 44 minutes. We then contacted them via their email ******************************************* and only got an automated response. Then my husband contacted them on via DM on Instagram on May 12, to which they replied, first asking him to call their phone number, but after he told them that we could not get through to anyone via the phone line, they asked for his email address. He gave them one of my email addresses, and we have not received any emails from them. On May ***** he sent a number of follow-up messages on Instagram, but hasn't received a reply.Screenshot evidence of what I described above is included. We would appreciate assistance with getting a new pressure washer to replace our pressure washer that has a defective motor.

  Business Response

  Date: 05/29/2025

  I have emailed the customer for the unit details and a shipping address to get a replacement out to them.

  Customer Answer

  Date: 06/02/2025

   
  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. 
  

• Initial Complaint

  Date:05/27/2025

  Type:Delivery 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.

  Ordered lawnmower and battery came exploded all inside box got into my eyes went to doctor for chemical burn sent you all letter. Had to pay neighbor to take to a hazardous waste center this. This is a horrible experience. Still no refund and they took forever to tell me what do with this. Had to pay to get out of here due to safety hazard for my family and the farm animals.

  Business Response

  Date: 06/04/2025

  Due to this customers remote location we have been working on arranging a pick up of this unit.., One of our California **** will be in contact directly with the customer within the week.  

  Customer Answer

  Date: 06/04/2025

   
  I am rejecting this response because:
  I already paid a neighbor to take lawnmower to a hazardous waste site. I have 7 kids no where I was able to keep this. I live on farm and I have farm animals. That could have been exposed so  I couldnt sit here waiting for you to not get back to me in weeks with response my landlord told me I had to get that off his property. So I did. Since I already got chemical burn by opening package. I could not take any chances of my children or animals being hurt. 

  Business Response

  Date: 06/04/2025

  a representative will be in contact with Mr ******** this week and details can be shared at that time

• Initial Complaint

  Date:05/23/2025

  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.

  I just purchased a Greenworks 60v 21 inch self propelled mower with 2 5.0Ah batteries and rapid charger on May 19, 2025. One of the batteries is fine and charged well but second battery is defective; when trying to charge just flashing red light and according to manual this means battery is defective. I have been trying to reach Greenworks since setting up the mower and you never can get the. You end up on the phone a long time- in my case an hour with no result in speaking to anyone. I just want a battery replacement that works. The customer service is not very service oriented it seems. I would gratly appreciate your help. Thank You.

  Business Response

  Date: 05/29/2025

  customer reached our call centre on May 27 and a replacement battery order was placed.

  Customer Answer

  Date: 05/29/2025

   
  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.