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: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 ordered an item through RCPW. It was an electric assembly for an ego mower. I received the part and put it in my mower. The part worked to fix one issue with it but something else was not working. I believe the DC motor was bad too. So I wanted to return the item and get a refund. I start to request a refund authorization and they reply that I can't return it was it was used. How are you suppose to buy a part and not open it and try it? The part is in new and in original working order. No wires cut or soldering done. The part can be sold again with no issues. I was not told this when I made the purchase. I would have not bought this having known that. The part is useless to me now. I would expect a full refund as most businesses accept.

  Customer Answer

  Date: 05/26/2025

  There is nothing on the order page or receipt that says this item is not returnable once opened or used. I would state this so customers know before buying an item. 

  

  Business Response

  Date: 06/02/2025

  I apologize for the inconvenience you've experienced with
  the return request of the EGO electric assembly. I apologize that a further
  explanation on why the return could not be authorized was not given, so I would
  like to give some insight.
  
  Unfortunately, EGO electric assemblies all feature a
  soldered fuse and sealed PCBA. Unless downstream issues from the PCBA are
  diagnosed first (such as a bad motor, bad connector, bad wiring, bad ground),
  if it is plugged into a mower with any downstream problems, the PCBA internals
  stop working and the part becomes unusable.
  
  As you explained in the return request, you had plugged in
  this electric assembly and it did not fix the issue, but explaining that the
  downstream DC motor was not functioning unfortunately indicated to us that the
  part had been installed for testing on the unit and cannot be resold in new
  condition because it had been used.
  
  There are, unfortunately, multiple safety mechanisms built
  in to all EGO electric assemblies and it is why EGO recommends that service be
  performed at authorized repair centers. Although they sell the replacement
  parts, EGO does not recommend individual users replace electric parts on their
  mowers and other equipment, as the safety mechanisms protect the batteries from
  shorting out/catching fire.
  
  The return request, unfortunately, was denied because the
  part was installed and used, and in this particular case we cannot return to
  EGO or resell it as new. Per our return policy, available at ********************************** and at the bottom of every page on our website, is written in bold (for emphasis): "We cannot accept returns for installed, used, or physically damaged (by customer) items." Unfortunately, this item was installed and used, and cannot be returned.

  Customer Answer

  Date: 06/02/2025

   I am rejecting this response because:
  
  
  I received a ups tracking # for the return of this item. So am I getting a refund? I stated this item said no returns before making the purchase which is false business practice. 

  Customer Answer

  Date: 06/04/2025

  Hi! I would like to resolve this issue before I am forced to make a payment on my account. I used PayPal and tried to go through them but their option wasn't matching my issue. Can you contact paypal and have them block the charge so I can drop it from my account. The company has not been fair with this transaction. I have been nice about the situation but it has not been resolved fairly upon my request. Thank you.

  Customer Answer

  Date: 06/05/2025

  Here is the email of a UPS return form. I haven't received any label yet. 

  

  Business Response

  Date: 06/12/2025

  Our returns team reviewed the return and authorized the return. They sent you a UPS return label, but it has not yet been returned so a refund cannot be processed. Once we receive the item, it can be processed for a refund. Thank you.

  Customer Answer

  Date: 06/14/2025

  The business sent a UPS tracking # but there is no return label to print off. I can't return the item until I have the label.

  Customer Answer

  Date: 06/20/2025

  I paid for a return label and the item is shipped. Hoping to get a refund early next week in full.