Important information
- Customer Complaint:On 03/13/2025, the business contacted BBB and provided the following statement for its customers:
"If you are contacting us in regard to the RYOBI mower recall, please understand that they are working to get your claim resolved. RYOBI is working to get your order processed as soon as possible. If you have been in contact with RYOBI and received an order acknowledgement, no further action is required. However, please allow an additional 2-4 weeks for your replacement to be delivered."
Complaints
Customer Complaints Summary
- 443 total complaints in the last 3 years.
- 191 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/14/2025
Type: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.
Purchased ******** parts were missing, and ***** **** states they will send, months later they have yet to send due to a lack of stock from there supplier, Ive requested other items in lue of there NOT being able to send parts required for use, but not a single person cares to escalate the issue or solve the problem whatsoever
Business Response
Date: 07/25/2025
This customer was sent parts from our location. We contacted the customer, and he stated he did receive the parts already.Initial Complaint
Date:07/14/2025
Type: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.
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I disabled my mower in early April and tti sent me a notification on April 11th that they have shipped my mower (order number *******). It is June 11th (3 months later) and I'm yet to receive the mower. I have contacted the tti customer support at 1-800-597-9624 multiple times and get misleading information. I was initially told that it's in transit but on the last call they told me that the mowers are backordered and it's not been shipped yet. In the meanwhile, I'm paying hundreds of dollars to hire somebody to mow the yard. Please help.
ThanksBusiness Response
Date: 07/24/2025
Hello. This customer's unit has already been taken care of and was given a replacement that he has received as of 7/17.Customer Answer
Date: 07/24/2025
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:07/14/2025
Type: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 electric mower (********** – bundle w/ 2 batteries and charger), which died after mowing my lawn 4 times. A similar model has a full product recall, which is telling. You see, my husband and I are both engineers. I started my career in consumer goods manufacturing. I’ve sat through plenty of meetings with Quality, Safety, Operations, Engineering, Legal, and PR, crashing out over recalls, potential recalls, and whether issuing a “safety notice” or “quality bulletin” might be enough, and how those decisions would impact brand trust and the stock price. I now work in aerospace components manufacturing. Ryobi products and Ryobi problems are not rocket science. The mower failed after 4 uses, and shortly thereafter, one of the batteries failed too. These failures occurred well within the warranty window, so I engaged Ryobi customer support. I have now spent 2 weeks getting cognitive whiplash trapped in a contradictory email loop with a rotating cast of support agents, none of whom appear to communicate with each other or possess accurate product or service information. First, I was referred to a repair shop 67 miles from my home; a 4-hour round-trip. I asked if time and mileage would be reimbursed, as 4 hours of my time + mileage exceeds the mower’s cost. That part of my message was completely ignored. Next, I was sent to a shop “31 miles away” - PLOT TWIST - it’s actually 54 miles away. One rep copy-pasted shop info from a CRM that labeled it “GAS PRODUCTS ONLY.” The next rep told me it services electric too. I’ve now been ping-ponged between 4 different reps, and it’s clear Ryobi’s support is outsourced overseas. I don’t mind global support teams when they’re trained and empowered to support your customer base. But this isn't support, it’s theater. It appears “24/7 Support” is simply a marketing gimmick.Business Response
Date: 07/29/2025
This customer was contacted. We are sending her a free shipping label for her to send her unit to our authorized service centers for repair.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.
My complaint clearly stated my desired response is to replace the unit. The amount of time I've spent engaging with Ryobi's warranty process, and now the BBB complaint process has exceeded the time their product functioned properly under normal use. It worked 4 TIMES. The email sent from Alex on 07/29/2025 indicated "I have sent a label request to our ***** team; they will be emailing you a label to have the unit shipped to the service center" - it is now 08/04/2025, I have not received a ***** label. Sending the unit in for repair will extend the miserable experience of babysitting Ryobi. There was no indication of how long the repair process will take, and when I will have a functioning mower back in my possession. Reading through the other BBB complaints, it looks like I am signing up for at least 3 months of waiting around for the unit to be diagnosed and repaired. Mowing season will be over by the time I get the unit back. I do not want to send it for repair. I want a replacement unit.
Regards,
***** ******Business Response
Date: 08/13/2025
Hi. We are sending a replacement and having old unit picked. Pick up is scheduled for tomorrow and as soon as that happens the new unit will ship out directly to you.Customer Answer
Date: 08/18/2025
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. A replacement unit was delivered to my home 08/18/2025.
Regards,
***** ******Initial Complaint
Date:07/11/2025
Type: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.
Backpack blower failed several months ago. Reached out to customer service in an attempt to get it repaired under warranty. After 3 months the product is still not working and ***** support is essentially non responsive. They finally shipped a part, however it was used and non functional.Business Response
Date: 07/22/2025
The customer was contacted, and a replacement unit order has been placed for the customer.Initial Complaint
Date:07/10/2025
Type: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 ***** cordless blower from **** ***** on 10.08.22. It currently does not work and is still under the manufacturer’s warranty. I attempted to file a claim on-line as instructed by a ***** ***** ****** specialist on 06.16.25; however, since the product is out of warranty based on the manufacturer’s date versus the receipt date, I had to call and get assistance directly from ***** ***** ******. I was told that it would take up to 14 days to get a shipping label so I can send my blower to a service facility. I have yet to receive the shipping label as promised. I am attaching my receipt of purchase (which ***** has) along with an email that was sent from ***** on 07.08.25 (my last attempt to follow up with them regarding the shipping label). As you can see from the email, had I been able to file the claim on-line, I would have received a shipping label by now.Business Response
Date: 07/24/2025
Hi. We reached out to this customer and a replacement blower was ordered and being sent to the customer.Customer Answer
Date: 07/24/2025
Good morning Cindy,Yes, the company reached out to me on July 21st and stated that a replacement blower should be delivered to me within 10-15 business days, so I should have it by August 11, 2025.Thank you for your help.***** *******Initial Complaint
Date:07/07/2025
Type: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.
Hello,
I bought a Hart pressure washer on 7/26/2023 on ******* website (Order# *******-********). The washer comes with 3 year standard warranty. It stopped working couple months ago (sometimes it turns on and sometimes it does not so looks to be intermittent issue). I called customer service and they mentioned the only option would be to go to a service center and the nearest one is 1.5-2 hours from my place. They do not have any service center close to ******* or where I live.
Request you to help with alternative options to get the issue corrected or to get a replacement in warranty. Thank you.Business Response
Date: 07/10/2025
Hi. thank you for speaking with us. As mentioned we are sending a prepaid shipping label to you to ship unit for service.Initial Complaint
Date:07/01/2025
Type: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 am filing this complaint regarding an unresolved warranty repair and an unacceptable lack of customer support for my ***** 16" Cultivator purchased on 4/25/22 from **** ****** I registered the product in February 2025 and was directed to *** *** ****** ****** in San Antonio (Claim #********).
One month after dropping it off, I was told repairs were delayed waiting on parts from ****** Two more months passed without any proactive communication. In May, I followed up again and was told only that the service center had emailed ***** for an update. At the end of May, I contacted ***** directly. A representative acknowledged the excessive delay and promised their operations team would contact *** *** within 24 hours and that my claim was being escalated.
As the service center seemed unhelpful, I began calling ***** bi-weekly in June. Most calls either ended after long hold times or never connected to anyone who could help. When I finally reached someone, I was told that she was emailing her team lead and a replacement would likely be approved given the delay, and I would be contacted the next day. No one ever followed up. Since then, I have spent hours attempting to reach ***** by phone and email without any response or resolution.
This entire process has demonstrated a clear lack of concern for customers and a failure by both ***** and the authorized service center to meet even basic standards of accountability or communication. My equipment has now been out of service for over four months with no timeline, replacement, or clear plan to honor the warranty.
I am formally requesting ***** immediately authorize a replacement unit or full refund in accordance with the warranty, or provide in writing a specific date by which my cultivator will be repaired and returned. I expect a response within 7 business days. If ***** is unwilling or unable to resolve this matter, I will escalate further through additional consumer protection channels.Business Response
Date: 07/08/2025
Hi. Thank you for speaking with us. We are shipping a replacement directly to you.Customer Answer
Date: 07/08/2025
[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:06/30/2025
Type: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 bought a ***** mower kit (a mower, two batteries, and a charger) from the **** ***** **** on 8/23/2023. One of the batteries failed and I called *****'s customer service to file a claim. They asked me the day of purchase, told them the date and according to the Warranty Policy posted on their website, I should have been able to get a replacement battery but because they said I didn't register the product within 90-days of purchase I wouldn't qualify for a replacement. Now, I don't remember ever seeing a paper that said that but the warranty states 3-years for the battery and charger from date of purchase. I was able to obtain a copy of the receipt from my local ** store and still they denied my claim. Customer service rep ( ********************************) never email me back even after I emailed a copy of the receipt. I asked for updates but no replies.
The company shouldn't expect people to register a product in order to get help, what if I didn't have internet access or was an older person who knows nothing about the internet? The receipt should be enough I think.Business Response
Date: 07/01/2025
Hi. Thank you for speaking with us. As mentioned we are sending the replacement battery to you.Customer Answer
Date: 07/01/2025
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. Thanks for taking care of this issue on my behalf.
Regards,
****** *******Initial Complaint
Date:06/25/2025
Type: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 Ryobi lawn mower back in 2021 that is part of the current recall. I was told I would receive my replacement once I sent in photos of my disabled mower. I sent in the photos and they are now telling me the serial number was already claimed. I never received the replacement. They said it was sent somewhere in *********. I live in ********. I have provided pictures multiple times and they still will not send me a replacement despite the fact that I have not received the replacement. I requested to speak with a supervisor and am waiting to hear back.Business Response
Date: 07/09/2025
Hi. Thank you for speaking with us. We are setting up a pick up order for you at your local **** *****.Initial Complaint
Date:06/24/2025
Type: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 had purchased a ***** lawnmower from **** ***** back in August 2024. I have used it a few times so far, but now my mower is smoking from below, and it's not working very well. I have tried to contact the manufacturer about getting it replaced or for services, but the manufacturer sent me to a company that does not work on electric mowers. No help, have paid over $600 for a non-working mower.Business Response
Date: 07/07/2025
Hi. We spoke with you once and are waiting on you to respond to our call or email to continue to assist.
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