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:08/04/2025

  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.

  My ***** mower burned and the manufacturer has a recall but is giving me the runaround.
  I just want my mower a 40v ***** 401014, plus 2 high capacity batteries, a fast charger and an extension cord. I paid 320 something for the mower and around 200 for the batteries and charger. I don't want money I want my stuff back. I can't use some things now because of the batteries being gone.

  

  Business Response

  Date: 08/06/2025

  Hello. The customer was contacted. He was informed that the Safety Team is handling his issue and has been escalated to them. We did send as a courtesy to the customer a replacement battery to use for his other tools. The customer was satisfied with this offer. 

• Initial Complaint

  Date:08/01/2025

  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.

  Two hedge trimmers are part of the same recall, one has more features and is more expensive than the other (~$30 depending on place of purchase), yet they are only shipping back the cheaper version as a replacement.
  
  I purchased the more expensive version due to physical disabilities and the rotating handle allowed me to use the trimmer more easily and comfortably; literally the only reason I purchased this one.
  
  When I contact ***** support they continuously tell me they are not legally allowed to send any other model and that they cannot reimburse or refund the price difference. They also say they cannot simply mail back the trimmer I originally mailed them for replacement.

  

  Business Response

  Date: 08/05/2025

  The customer was contacted, and we did satisfy our obligation to the recall with the replacement he received. However, we are sending as a courtesy replacement to the customer as goodwill.

  Customer Answer

  Date: 08/07/2025

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  While the trimmer originally sent as part of the recall replacement was of less value and missing features, I've been assured the second replacement being shipped has those missing features. 
  
  
  
  Regards,
  
  
  
  **** ******* 

• Initial Complaint

  Date:07/31/2025

  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 purchased a ***** 80V riding mower (Serial No. **************) that is under warranty through May 28, 2027. On June 17, 2025, I contacted ***** customer support to request warranty replacement parts: a bushing and clevis pin (**** ******* ********* *** ********** that secure the mower deck to the frame. Without these, the deck cannot be attached, making the mower unusable—especially inconvenient during peak mowing season.
  
  I was told the parts would ship within 10–14 days. On June 26, with nothing received, I followed up and was informed that no order had been placed. A new order was submitted, and on July 17, I received the wrong parts (********* *** *********** I contacted support again.
  
  On July 23, I received a second incorrect shipment. I called again and was told the issue would be looked into. Later that day, I received an email from Heidi C********* stating the correct parts were unavailable and were being sourced. No resolution or timeline was given.
  
  I replied on July 24 asking for clarification. As of July 31, I have received no response.
  
  On July 28, I submitted another inquiry through ******* website. The automated response promised a reply within 24–48 hours. That window has now passed with no response.
  
  The mower remains unusable. ***** has failed multiple times to fulfill its warranty obligations, shipped incorrect parts twice, and ignored repeated follow-ups. I have made every reasonable effort to resolve this through customer support.

  

  Business Response

  Date: 08/01/2025

  The customer was contacted, and we are getting the parts he needs shipped to him. The customer understands that there is a wait time and has agreed to wait for the parts. 

  

  Business Response

  Date: 09/03/2025

  Parts have been shipped as well as courtesy replacement blades. 

  Customer Answer

  Date: 09/03/2025

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** **********

• Initial Complaint

  Date:07/30/2025

  Type:Customer Service 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.

  RYOBI recently issued a recall notice for their 40V Hedge Trimmer. The notice was misleading and lacked transparency. The notice said “we will promptly send to a free replacement for the same model.” The recalled model (**********) costs $149.99 and has more capabilities (I.e. rotating handle) compared to the replacement model (*********) which costs $119.99 with a fixed handle. I attempted to call RYOBI to resolve the issue but they are unwilling to work with their customer base to find a solution. RYOBI should be held accountable for their misleading notification that lacks transparency about the intended replacement. Affected customers should be provided with an equal or better replacement or provided equal compensation to their initial purchase.

  

  Business Response

  Date: 08/01/2025

  Hello. We spoke with the customer and although we could not send him another trimmer, we sent as goodwill a battery and a charger. The customer stated he is ok with that. 

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  Although Ryobi has offered to send a battery and charger as goodwill, I do believe Ryobi should still be held accountable for a recall notice that was intentionally misleading and lacked transparency. I told the representative I'd accept the battery because they repeatedly told me there is nothing else they can do. In which case, I accepted the battery and charger as goodwill but that doesn't resolve the fact that I'm left with a lesser model of hedge trimmer with less capabilities.
  
  
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:07/28/2025

  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.

  I purchased the Ryobi ********** zero-turn electric mower in March 2023. It has seen very light, seasonal use — fewer than 75 total hours — and now needs over $1,000 in battery replacements.
  
  I contacted Ryobi support and was told there’s “nothing they can do,” and was even advised by a Ryobi rep that I should “buy the batteries and then sell the mower.” This is unacceptable advice for a premium product that’s only lightly used and just outside warranty. He also told me that the battery technology was lead acid not lithium ion and outdated technology as of at least five years ago. When I asked why they continued to sell outdated technology if they knew it would fail, I was given an analogy about why still sell VHS after DVD players were available. Had I realized that I would continue to need to invest well over $1000 every couple of years into an already expensive piece of equip, I would have rethought my purchase choice and gone with something serviceable with a gas engine. I am normally a proponent of Ryobi tools and technology but this has really soured my impression on the brand as a whole. They knowingly sold a product with a component that was already proven to fail. Sales for this model began in 2019 and the battery failures started rolling in within the first few years.
  
  This suggests Ryobi is aware of premature battery failure in this model but chooses not to support affected customers. I’m asking Ryobi to offer a battery replacement as a fair resolution.
  
  Model: **********
  
  Purchase date: March 2023

  

  Business Response

  Date: 08/05/2025

  We reached out to the customer via phone and email, and we were not able to reach her. We did, however, place an order for replacement batteries and they are set to be delivered today, 8/5. 

• Initial Complaint

  Date:07/25/2025

  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.

  On June 26, 2025 I received an email from **** ***** stating an Important Product Safety Warning informing that the **** has announced a product safety warning for a limited number of RYOBI 40V 24” Cordless Hedge Trimmers (Bare Tool Model ******* and Kit Model *******) manufactured after March 2021.
  I have one of those, So I filed the claim, and I received a new one around July 18, However, the product I received is the cheaper version of what I purchased.
  My product that I purchased was the **********, a 40V 24” hedge trimmer that has a rotating handle $149 value as of today... However, the one that was sent to me was an *********, a 40V 24” hedge trimmer that has NO rotating handle, and it is a $119 value as of today.
  I contacted Ryobi several times via email, but they couldn't do anything about it.
  So, by me complying and working with Ryobi to fix their issue with the **** about their product safety problem I lost in the transaction.
  It is not just the $149 vs $119, but they didn't even mention that we are going to lose in that transaction, We always thought that this is going to be an even swap, especially that it is not my issue that we are trying to fix here in this recall (It is Ryobi's) and I paid the higher price for the ********** at the time of purchase as I liked them as a consumer, and I don't feel that they treated me with a great support by hiding that loop hall of this transaction and now they are not even acknowledging that they owe me the better product.
  Can you help please?
  thx

  

  Business Response

  Date: 07/25/2025

  This customer was contacted. We explained the replacement for his hedge trimmer was the correct model. While the replacement does not have the rotating handle, the 2, comparatively, are almost identical. The only difference is the rotating handle. The replacement he received does still have the wrap around handle so that trimming can be done from any angle. Additionally, the model sent is a more powerful hedge trimmer. The torque for the replacement is higher so it makes the unit more powerful than the previous model. 

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  If what they saying that the 2 items are the same and it is just the rotating handle, then why they are changing extra money for the rotating handle when they sell it in the store. So no, it is not the item. I purchased the item with the rotating handle for a reason. To close this matter, is either send me the item I purchased with the recall fix and the rotating handle or send me the $50 difference including the tax… 

  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 07/29/2025

  We have reached out to the customer. We have fulfilled our obligation to the hedge trimmer recall by sending the replacement, but we are sending, as a courtesy, to the customer another unit that has the feature that the customer requested.  I will follow shipment and update the customer with tracking information as it becomes available. 

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:07/22/2025

  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 purchased a RYOBI 40v push lawnmower in the late spring of 2024. I used that mower about 5 times before it stopped working. The mower would not start, even with fully charged batteries.
  
  I contacted RYOBI and they had me send the mower to a certified repair center. I believe this was in July. The repair center had the mower for 4-6 months and finally stated they couldn’t repair it.
  
  RYOBI sent me a new mower, a new damaged mower that needed the battery housing cover replaced. They did send me another cover for me to install.
  
  This mower I have used approximately 8 times this summer before it broke. I believe it is the motor mount. I didn’t hit anything that could have caused this. I was just walking along and the mower started to shake. When I turned it over I noticed the break.
  
  I called their customer service and was told I needed to send it to a service center on my dime. I asked for a supervisor and they said I would have to send it to a service center but they might be able to get a prepaid label.
  
  They never addressed the fact that I am out a lawnmower for a second time. That I can’t cut my grass, just like last summer where I paid for a lawn service. . I have to now pay again for a lawn service or buy a new mower all because of a defective mower. I can’t go weeks or months with out having my grass cut
  
  I know RYOBI has a recall on the same type of mower, I don’t know if mine qualifies due to the replacement battery cover which is where the serial and model number are located. But all I wanted was a resolution that wouldn’t cost me more money out of pocket.
  
  I just want a resolution and maybe to be treated fairly asa consumer.

  

  Business Response

  Date: 07/22/2025

  The customer was contacted, and a replacement mower is being sent to the customer. 

  Customer Answer

  Date: 07/22/2025

  
  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. RYOBI replacing the mower within 30 days is acceptable. 

  
  
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:07/21/2025

  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.

  * Purchased a Ryobi String Trimmer on 6/2/25.
  * String Trimmer failed on second usage, the "power head" portion (40V Brushless Power Head: **********) separating in two due to insufficient bonding of plastic and metal parts.
  * Sent power head in for warranty repair (Repair Request: ********)
  * Ryobi assessed that a replacement was required and sent it on 7/8/2005 (***** #************)
  * Ryobi did something wrong with labeling and ***** flagged it as a "shipment exception" due to "Unacceptable or incompatible Hazardous material."
  * In the two weeks since, Ryobi has refused to do anything to solve their problem. They claim to have escalated the issue to a team able to deal with shipping, but when asked for progress they simply sent the (failed) shipping number back. Four or five emails requests for updates have been largely ignored since the "escalation".
  * Fundamentally, I don't care about Ryobi's shipping issues. They either need to ship out a replacement power head or refund my money so I can purchase a new one.
  
  Synopsis: It is now close to a month since I sent of my power head for repair/replacement from Ryobi. They agreed it needed to be replaced but have failed to deliver me my replacement.

  

  Business Response

  Date: 07/28/2025

  We were unable to speak to the customer. We called and emailed. We have since replaced her unit, and per ***** tracking, she received it on Friday, July 25. 

  Customer Answer

  Date: 07/28/2025

  
  Better Business Bureau,
  

  Ryobi's response disingenuously paints them as the wounded party by saying they called and the wrote and I did not respond.

  The truth is that they sent two emails that did not request any response (one saying that they would be shipping a new unit and three days later, another sending the new tracking number, the latter a day after the unit had been sent) and they left one voice mail with the new tracking number, after the unit had already been delivered. None of the communications requested a response, nor would one have likely been helpful. If they'd asked something like "Please let us know when you get this message" or "Please let us know when you receive your product", I would have responded. They did not. Nonetheless, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  
  Thanks,
  
  ******* **********
  

• Initial Complaint

  Date:07/21/2025

  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 a pressure washer on July 4 2025 from **** *****. During the first main use, the high pressure hose sprung a leak, which was dangerous. I have contacted customer service and they are unwilling to send a replacement hose. They have told me my only options are to ship the pressure washer back at my expense (they know this is unreasonable) or to go to an authorized repair center (the closest to me is over an hour away if it will even repair pressure washers). Despite this happening on the first use, they are unwilling to do anything at all for me. They are in effect refusing to honor the warranty by making any resolution options infeasible. All I need is a hose which could easily be shipped. I have seen other complains of similar behavior by Ryobi. They are making customers responsible for their manufacturing mistakes. I would like a refund for the 45$ replacement hose I was forced to purchase or at least a replacement hose for the one that broke.

  

  Business Response

  Date: 07/22/2025

  The customer was contacted, and a replacement hose has been ordered for her. 

• Initial Complaint

  Date:07/21/2025

  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.

  My ***** lawn mower stopped working while still under warranty. I had to file a BBB complaint to get ***** to respond and have the issue resolved. I sent my lawn mower for repair (which I had to pay $100 in packaging) and it was delivered to the repair center on 6/26/25 at 2:57 PM. I have been in contact with the repair vendor and they state the lawn mower is fixed and ready to be sent back to me. They are awaiting a shipping label from *****. They have made two requests. The last request was made on 7/14/25. I want a fully functional lawn mower in my possession.

  

  Business Response

  Date: 07/21/2025

  This customer was contacted as well as the Authorized Service Center. We are sending the label and the authorized service center is finishing up the claim and is sending the customer his tool back. 

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  I will not accept the resolution until I have a working lawn mower in my possession. 
  
  
  
  Regards,
  
  
  
  ****** ********

  

  Business Response

  Date: 07/22/2025

  We will monitor the shipping label and tracking information to ensure the customer receives his unit.