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:09/10/2025

  Type:Product 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.

  In May, I ordered a part from the "RyobiTree" website based on the diagram and the legend that accompanied. I received the part and it was not the part I needed. I looked at the schematic and legend again and noticed the legend was incorrectly labeled on their website. I contacted Ryobi and they directed me to Gardner for assistance, since they are the distributors for them. I spoke with ******* ******, customer service, I explained my issue. She looked with me at the schematic and noticed it was incorrect. She was able to order me the part that I needed. The part needed was only a few dollars; however the erroneous part was $42. She created a case number GDNR-*****. She also stated she would escalate the situation in order for them to see the problem that I pointed out to her.I was later contacted and told that I would not be able to get a refund and return shipping label despite the error on their part. I was told because "we can't see the problem," but the problem had been corrected based on me bringing it to their attention.I was given the name and in correspondence with a ******** *******, who said they would get back to me. Its now September and no resolution has occurred. My emails are now being ignored.This is terrible customer service and a true lack of empathy for a customer who followed directions, brought a mistake to their attention and is being penalized for doing such. I have many emails from them which will bolster my case, but I am being ignored. I would like to speak to someone in charge, and I would like to return the part I received and my card credited back.

  Business Response

  Date: 09/17/2025

  Having researched the concern, I see where the claim for credit using case number GDNR-23014 was rejected. Standard policy requires a customer to key the correct model and serial numberalong with the **** versus just a keyword. When done correctly there is rarely an issue in selecting the correct part. Though I can not verify what took place on this order, I do apologize for the lack of follow up that was experienced. I have submitted a refund request to be issued to the cc used for purchase and am attaching the receipt for documentation. 

  Customer Answer

  Date: 09/17/2025

  [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 accept the business's response to resolve this complaint. However, they totally missed the fact of what the issue was. This again shows that their lack of attention to their customer issues. Thanks for the request for a refund. What should I do with the erroneous part I have?
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/11/2025

  Type:Billing 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.

  On 3/21/25, I purchased a control arm for my wife's lawn mower as a gift from Gardner Inc. (Ticket **********) Unfortunately, I was not aware that my wife had also purchased the same control arm for her lawn mower a week earlier from the the same Gardner Inc company. Once the part I ordered arrived and informed my wife I had purchased the part and she informed me that she had also purchased the same part. On 4/10, I called Gardner Inc to enquire how to return my part for a refund and I was told to simply repackage the part and ship it back at my own expense. on 4/12, I shipped out the part via UPS at my own expense. On 4/16, I received notification that the part was received. I spent the next several weeks calling to enquire about my refund and was told it was being processed (Case **********). I then continued to both email and call regarding my refund and continue to be told it is being processed. On 6/11, I spoke to ******** who told me that the refund is approved and being processed. On 6/27, I spoke to ******* who also told me that the refund was approved and being processed but would take 15-20 business days from the date of approval (6/11). Today, 7/11/25 I called and was told by the Gardner Inc rep that she had to speak with the refund department and would call me back. It has been 3 hours and still have not had a return phone call. This process has gone on for almost 3 months now and I would like this resolved immediately!

  Business Response

  Date: 07/17/2025

  After reviewing the extensive case notes, I found that the assigned agent working this account was no longer employed hence the delay. I am extremely aplogetic for the delay in getting the matter resolved. Based on was completed and what remained, the refund has been processed, however it was necessary to be done in two transactions. I have attached an invoice of credit (to return to the card used) for $127.66. An additional refund will be received (via check) in the amount of $61.45 to the address on the original order. Again, we sincerely apologize for the delay and handling. 

  Customer Answer

  Date: 07/30/2025

  I have received the check in the mail for the remaining amount owed. I would consider this case closed.

   

  Thank you to the BBB for your assistance! I wouldnt have received my refund without your effort

• Initial Complaint

  Date:06/22/2025

  Type:Sales and Advertising 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.

  Ordered a part for my lawn mower and upon checking out it consistently said shipping $0. Thats the only reason i purchased it from them. I proceeded to check out and it told me the amount charged would be $2.69 for the part plus $.16 for tax $0 shipping with my bank statement showing that amount. Weeks later i noticed that the correct charge had been switched to $11.34 4x what i agreed to pay. When i reached out to the company they said it was shipping but shipping was free based on when i checked out and ****** on my receipt. They then generated a new fake invoice with the new price and basically told me to kick rocks. They pulled a bait and switch on me. If i knew this was going to happen i would have gone elsewhere.

  Business Response

  Date: 06/24/2025

  Website orders do not generate billing for shipping as the cost can not be estimated due to the required mode of shipping necessary based on weight and volume of item purchased. There was no intention to mislead and a request has been submitted for an informational update to be included on all wesite orders to advise of a price change that includes shipping once the item is sent. As a one time courtesy, I have submitted a credit request for 50% of the shipping cost totaling $4.25 to be crediting back to the acct ending 2029.

  Customer Answer

  Date: 06/24/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/19/2025

  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.

  I was on the ***** website and needed to order a replacement brush cutter guard for the ****** ** brush cutter tool. They had a section called replacement parts that led me to a store where I made a purchase. I entered the model number and it brought up a few listings. Following one of them, I found a guard and ordered it. It turns out that the model number had a slight discrepancy in numbers (******* ********* ** ***** **********, I missed this and now had the wrong parts in my possession. I needed to return or exchange them.
  
  *. There's no way to do this on a website like a normal e-commerce company
  * I emailed customer service and we went back and forth a few times. I gave them all of the details and pictures they needed and they told me to call a number. (Why can't customer service resolve your issue over email?)
  *. I called this number on multiple occasions being placed in long wait queues that I didn't always have the time to sit and wait for.
  * Finally got ahold of someone. I'm told I need to figure out shipping on my own and find an address that may or may not be on the box I have (ok?) and that this is subject to a 20% restocking fee and they have to open a case (what year is it?). I was told that if I had ordered it through them the right way, that they would have probably been able to take care of everything. Wow, ok.
  
  I would argue that if you're going to be on a mainstream site and offer to sell parts direct to consumers, you should have much better and more forgiving customer service. This has been an awful experience. Just trying to warn others, although you'll never know you're being routed to this company until you run into an issue and can't get help fixing it.

  Business Response

  Date: 06/24/2025

  Thank you for sharing this feedback. Our aim is to meet or exceed customer expectation, and I am disappointed to hear we did not measure up in this instance. While there are always processes to be followed to resolve any matter that includes a return, there are occassions where exception is an option. As a result, I have processed a credit of $27.46 to the card used. This is the cost less the 20% restocking fee and no return of merchandise is necessary. We do apologize for the inconvenience. 

  Customer Answer

  Date: 07/08/2025

  Sorry I was not timely.  We were away on travel.  I am appreciative of the business response and accept it.

   

• Initial Complaint

  Date:05/19/2025

  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.

  Date of the transactions is June *******, and June *******. I paid Gardner, Inc. a total of $45.13. After placing an order (for Echo Power Head: PAS-2620 Main Pipe Assy), I informed them (June *******) by phone that I ordered the wrong part (C050003160). The part I reordered was Echo Edger Attachment: C050003030. The person that I communicated with told me Wait until you receive the items and request a return, because the parts had been ordered. On July *******, I received both items. I communicated by phone that the parts are delivered. The person on the phone said to get faster service, I will give our e-mail address with instructions. On July *******, I got an e-mail response from ***** ******* with instructions on how to do a return. After reading the e-mail, on the same day (July 25, 2024 @ 4:31 PM) I made a request per instructions for returning C050003160 and a refund.From August 2024 through September 2024, I tried to communicate with Garden, *** (via e-mail and phone). There was no response until Monday 10/14/2024. I got an e-mail from **** *******. She told me to send my return order again. The last e-mail I received was December 13, 2024. Now the month is May 2025, I get no e-mail.When I try calling, I am put on hold for hours (1 hr. 2hrs.) before I am disconnected.The Addresses given via e-mail:***** ******* Customer Care Advocate **********************, *** | ******************************************************** Office: ************ E: *********************************** W: ****************************** **** ******* Customer Service Operational Specialist ********************** | ************************************************************************** Office: *********************** |E: *********************************** | W: ******************************

  Business Response

  Date: 05/21/2025

  After much review, I have determined that the original RMA (return) was not processed. We received supporting documentation that the incorrect part was returned but were not able to locate it in our warehouse. We attempted to contact the customer but failed to note the account in the event a call was returned. We do apologize for the inconvenience and the length of time it has taken to resolve your matter. I have issued credit for the incorrect part #C050003160 and that credit number is CN014423. Please allow 3-5 business days for it to appear based on your bank processor. 

  Customer Answer

  Date: 05/27/2025

  The company said I should receive a refund within 3-5 business days.  I have not received any refund as of May 27, 2025.

  Customer Answer

  Date: 05/30/2025

  Update, Gardner,Inc said I should get a refund within 3-5 days.  As of May 30, 2025 I have not receive a refund.

  Business Response

  Date: 06/06/2025

  Our records indicate that the referenced credit was issued and posted to CC ending 7795. The authorization code being d6920a58dce84540b5e91fa274476518. The credit would be listed as Gardner Inc. in the amount of $19.81 which was the cost for the part. 

• Initial Complaint

  Date:04/16/2025

  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.

  Date 4/16/25, PURCHASE Gardner Inc *********** OH CARD**** amount $100.24,
  This transaction shows up pending in my ***** ***** Checking account every few weeks.
  
  I do not know of any purchase from Gardner, Inc. and I believe they have my debit card number on file in error. The purchase never goes through after the pending status; however, I would like to have my card information removed from their business files.

  Business Response

  Date: 04/21/2025

  We have spoken with the customer. She has confirmed the charges are valid. They were placed on a partner website, and she did not recognize that Gardner was the biller for the products purchased. 

  Customer Answer

  Date: 05/05/2025

  The Business contacted me by phone and explained where the purchasing information came from. They provide services to many companies, and I had ordered from one of them in the past. My concerns were addressed and I am confident that my credit information has been handled appropriately.
  
  Thank you BBB, I appreciate your assistance.
  
  ***** *****

• Initial Complaint

  Date:02/03/2025

  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.

  Ordered a carburetor kit on 12/12/24. Never received it. I called the company 3 different times asking where it was. Nobody seems to know. I get the same response each time. They take my phone number each time and promise to call back. They never do. Their website does not allow you you to contact them. Only by phone. I think this is a phony company!!

  Business Response

  Date: 02/04/2025

  I have reviewed the order and found there was a shipping issue with the vendor, *****. Contact has been made with the customer and we will reship the kit or issue refund upon his response. 

• Initial Complaint

  Date:11/12/2024

  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.

  I ordered a part online on 10/4/24 when I finally received the part on 10/22/24 I notified the company via email of the wrong part received with correct item # needed. I was emailed back needing picture of the wrong part sent on 10/25/24. On 10/25/24 I sent email response with picture of wrong part along with picture of the part needed. On 10/30/24 they respond that they are behind on cases and provided me with case # **********. On 11/1/24 I email them back checking on replacement status and they replied on 11/3/24 that the process takes up to 10-15 business days. On 11/10/24 I email again checking status of replacement and was responded to on 11/11/24 that they are behind on cases and it takes up to 15-20 business days to process. I would also like to note that I tried calling mutliple times in the beginning with very long hold times and no answer which I had to end call because of long hold times.

  Business Response

  Date: 11/13/2024

  I have reviewed the order of events for this customer concern. There was a delay in processing the order for the correct item to ship due to a backlog in the operations area. I was able to get this order keyed and the correct part (latch) is being prepared ans will ship tomorrow 11/14 by 3pm. Once tracking information is available I will have a team member follow up with the complaintant with that information. Sincere apologies for the inconvenience. 

  Customer Answer

  Date: 11/19/2024

  Per the response from Business the item shipped on 14th.  I have not received any package, communication or tracking.  

  Business Response

  Date: 11/27/2024

  In review of the order we are showing the packaged delivered on 11/23 (Tracking #******************). If this information is incorrect, please call us directly so that we can assistyou further. 

  Customer Answer

  Date: 12/09/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a replacement pressure washing part, and the company sent me the wrong part. I placed a second order for the correct part, and it was incorrect again. Now, I am still awaiting this company for reimbursement of the two incorrect items sent. I call each week, and hear a different reasoning as to why this has stalled for refunds. This has been going on for the last four months without any action, and have lost weeks of resolvement as now "photos" are needed, and have provided.

  Customer Answer

  Date: 09/23/2024

  ******* ******* <****************************************>
  Attachments
  10:19 AM (1 hour ago)
  to disputeresolution
  
  Hi- adding additional documentation for the pending case.
  
  Attached are the two case numbers I opened with the company. Both start with GDNR.
  

  
  

• Initial Complaint

  Date:09/15/2024

  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 made a purchase from Gardner on January ******* in the amount of $117.28 using debit card ending in 4384. This transaction went smoothly, I received the items and everything was correct.On March ******* I was reconciling my accounts and I came across a charge on my debit card ending in the 4384 in the amount of $117.28 and it was from Gardner. Not knowing what this was for, I contacted Gardner and they told me it was for a purchase on March *******.Since I New it wasnt me I told them that and requested the invoice number and the shipping Tracking number. They did email me the invoice number but never supplied the tracking information. Went back and forth with them and the final answer I received from them was RETURN THE PURCHASE. I requested the TRACKING NUMBER again but never received a response. Looking at the invoices from January and March they had the exact items, and quantities on both invoices and the exact dollar totals.My problem is I never ordered these items on March *******, never received this shipment and never was notified from any shipper that I had something coming.Ive been buying from Gardner since January 2018 , and have spent THOUSANDS OF DOLLARS with them. Ive never returned any items,never drop shipped any items and have always been satisfied with the service. Hopefully you can contact them and make this right.***********************

  Business Response

  Date: 09/16/2024

  In review of Mr. ******** case we are unable to validate duplicated billing for his transactions. I have spoken to him and he is providing a copy of the two transactions that have cleared his account for ******. He understands that upon receipt and verification an immediate refund would be issued. We will issue a check or credit to acct based on his preference. 

  Customer Answer

  Date: 09/17/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************