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:06/23/2025
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.
Product/Service: Lawn Mower
Brand/Serial Number: ***** ***** *********** * ****** ****** ************** Purchase Date: March 8, 2024
I am filing this complaint regarding a defective lawn mower purchased on March 8, 2024. The mower, which has only been used approximately ten times, experienced a failure of the self-propel function several weeks ago. I promptly contacted the manufacturer’s support team via email under the terms of the product warranty.
I was advised that in order to receive warranty service, I would be required to travel three (3) hours from my home to the nearest authorized repair center. I find this requirement to be unreasonable and unacceptable, especially for a product that is still under warranty and has seen minimal use.
Further complicating the matter, after speaking with the authorized repair center, I was informed that the replacement part is most likely the drive motor required to fix the issue and it is currently on backorder. They are experienced an uptick in this mower's defect issue and that it could take up to 90 days to get the part. This is an excessive and unacceptable delay for what should be a basic repair.
As of today, June 20, 2025, I have been waiting since June 6, 2025, for any meaningful resolution or follow-up from the company, with no progress or assistance provided.
Desired Resolution:
I am requesting that the company take immediate action to resolve this matter by doing one of the following:
Send a full replacement mower along with a pre-paid return shipping label for the defective unit;
OR
Provide the motor unit replacement part directly to me so I may have the mower repaired locally without further delay.
I have attached the original purchase receipt and relevant email correspondence to support my claim.
Business Response
Date: 06/30/2025
Hi. Thank you for speaking with us. As mentioned we have sent a shipping label to have your mower returned. Once ***** has this we will be sending a replacement out to you.Customer Answer
Date: 07/14/2025
I have received the replacement mower and I am satisfied to close this complaint.Thank you.Initial Complaint
Date:06/18/2025
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.
On May 1, 2024, I purchased a Ryobi 21" 40 volt lawn mower model ********. The serial number is ************* and does not fall in the recall category. I called the service line on June 14 and explained the issues with my mower. Because the nearest repair location is ** miles away, I was told a shipping label will be provided to me to send the mower for repairs. But first, I needed my purchase receipt. After obtaining a copy of the receipt, I called back on 6/18. The first person I talked to on 6/18 stated that shipping was not provided, then the line was disconnected. I called back and that person forwarded me to a third person who took all my information (for a third time) and then the line was disconnected.Business Response
Date: 06/19/2025
Hi. Thank you for speaking with us. As mentioned we are sending a pre paid shipping label for you to send this in for warranty service.Initial Complaint
Date:06/17/2025
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 have reached out to Ryobi in regard to the Mower Recall and the Support Staff has lied by trying to tell me the Mower I have that even though it is part of the recall that it has been filed already and no replacement will be sent. When I have reached out for information by email asking for proof, they will not provide it to me, and I am not pleased that they will not provide the information and at this time they either produce the paperwork I have requested by email or a new mower. It is a fire hazard caused by their incompetents and I will not take any excuses from the company to not rectify the situationBusiness Response
Date: 06/20/2025
Hi. thank you for speaking with us. We now have an order placed for your replacement mower.Initial Complaint
Date:06/16/2025
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.
***** Lawn Mower Recall. Since May 5,2025 when I found out the ***** Lawn Mower I purchased was recalled, I followed their directions and disabled the Mower and emailed them pictures with the Serial # and Model # and they promised to replace the Mower after they received the information requested. I had to call them serveral times since May to verify that they received the emails and pictures of the Serial # and Model # and the Mower disabled. They kept saying they received the emails but were unable to see the pictures 6-7 different times. Then they finally said that they got the pictures and would escalate my claim and process my replacement. It is now June 16,2025 and they have not done anything. I have called repeatedly and speak to a different person each time and they can not give me a time line as to when they will be shipping my replaacement Mower. They keep telling me they are sorry and they try to transfer me to another department and when they do that, the call gets disconnected. It happeed 3 times today. I spent $640.00 for this Mower and if they don't replace it then I would like a refund so I can buy another Mower. I also sent them a picture of my receipt from **** ****** This is just the beginning of Summer and my grass needs to be cut. Please notify ***** of my issue with them. Thank You, ***** ******Business Response
Date: 06/27/2025
Your mower has been ordered and on the way to you.Initial Complaint
Date:06/13/2025
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 a refurbished 40v Ryobi battery from ****** ***** ****** in April 2025 - this item came with a 1 year warranty. It's now June 2025 and the battery is bloating and only lasts 15 minutes. These batteries are fairly expensive and I'd like to claim warranty on it. I was told from Ryobi support that I would need to take the item to a repair center - the nearest one is two hours way, that's not acceptable. I need Ryobi to send me a new 40v battery and I can send this one back, but I cannot drive 2 hours to drop off the battery and then have to pick it up again. I've had several 40v batteries stop working on me, and each time Ryobi does not help. This is extremely frustrating.Business Response
Date: 06/19/2025
Hi. Thank you for speaking with us. We are sending a battery replacement directly to you.Initial Complaint
Date:06/12/2025
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.
On August 22, 2024, I paid $5,040 for a brand-new ***** ******** zero-turn mower from **** ****** ******* three-year limited warranty promised free repair or replacement for any defect in material or workmanship. My zero-turn ***** mower has never worked reliably. The machine has had a marriad of issues relating to the machine not recognizing the batteries. there are 4 40V batteries and 3 80V batteries on the machine and what will happen is i will be cuttin ghte gras and they will just drop off line. some times its one 40V some times its 3, sometimes its all 4, and sometimes it wont know that there are any batteries installed at all on it. The ***** repair tech has been out at least 6 times to repair this same issue and it is still doing the same thing. he does an update or changes a part and leaves saying it's good to go and it will break on the very next cut. sometimes just leaving the machine stranded out in the middle of my property without any power and I'll have to drag it back to my garage with my car. i am continually calling ***** tech support and they say they are going to call me back and they don't over and over again. now this latest time they are simply refusing to send anyone out to look at it. they say that it is charging and discharging correctly and they won't send anyone out. meanwhile it is June and we are getting a lot of rain and a lot of sun and i can't keep up with the grass because my machine has destroyed 2 80V Batteries again that they haven't replaced. so i have 1 80V left and sometimes have a couple 40V depending on what happening with the mower.Business Response
Date: 06/18/2025
Hi. thank you for speaking with us. As discussed please follow up with **** ****** once you are able to re-test the new batteries.Initial Complaint
Date:06/11/2025
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.
We bought a lawn mower from **** ***** in April 2024. It stopped working and was under the warranty. I contacted ***** they had me take it to a service center. It sat at that service center for 3 months and nothing was done. They had me go pick it up and told me that they would have me ship it to them. Then when I did that they said oh sorry that’s not for mowers and for me to take it back to the service center. I told them we have been paying 50$ a week for lawn service and just wanted the mower to be fixed as the service center they use isn’t fixing it as it was already there for 3 months. They told me they were sorry understood sent my message to a manager. I have yet to hear back. I have sent multiple messages this has now been going on since February. I have asked for a refund or a new mower. I didn’t want to have to report to BBB but I have no choice. I have submitted receipts and everything they have asked with our lawn mower still not working.Business Response
Date: 06/18/2025
Hi. We are trying to reach you. We have left voicemail with a direct line back in. Please respond when you can. Looking forward to speaking with you further.Customer Answer
Date: 06/26/2025
They have answered and replaced the product. Sorry I couldn’t figure out how to update it when I logged in.Initial Complaint
Date:06/11/2025
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.
Overview: 5-year-old lawn mower cannot be repaired due to the ***** manufacturer no longer making one part and having no compatible substitute. ***** provided the wrong information by phone for finding a substitute, and additional customer service channels do not work.
Details: On April 18, 2025 at 3:44pm ET, I called *****'s parts supplier (************************) about the part ************ (PCBA for Controller for Blade) for a lawn mower that is only 5 years old ****** ****** ************* The part is no longer manufactured, and they told me to call ***** ******* *************) to confirm a compatible part for substitution. I called ***** ******* on April 29 at 2:42pm ET to confirm the compatible part. The replacement part recommended to me was ************* However, the authorized repair location provided photos and informed me it does not actually fit my lawn mower due to slightly different wiring. I then looked for a way to email the photos to ***** for further review and only found a messaging form (******************************************************). After collecting the needed serial number (**************), I tried several times to submit a message through the form, but it kept giving an error "* indicates required field" even though all fields had been completed. I then tried texting the related support number (800-525-2579) listed for text messages. The texts simply ran through the same automated messages which provided no help. I tried calling the number, and it redirected me to the parts supplier, who now said there were no replacement parts. Not only is it bad business to make an unrepairable product, but I was provided wrong information that cost additional time and charges (awaiting final bill from repair shop and expenses for processing the return for the incorrect part).Business Response
Date: 06/19/2025
Hi. We have reached out directly to discuss. Please return the call form voicemails. We are looking forward to helping resolve this.Initial Complaint
Date:06/09/2025
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.
There was a recall of their mower. Had I known it would take 30 days (more according to all the reviews I am reading), I never would have disassembled my mower. Standard shipping is 7-10 business days. It is ridiculous to ask people to wait 30 days for a replacement. Who is able to not cut grass for 30 days in the summer? There is no reason why an exchange can't be made at a **** ***** where it was purchased except for that ***** and TTI Outdoor Power Equipment, Inc want to be difficult.Business Response
Date: 06/19/2025
Hi. We have set up an order so that you can pick up your mower at a local Home Depot.Initial Complaint
Date:06/05/2025
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 HART vacuum from ******* in-store on 3/16/25 and it broke in about 5-6 weeks. I tried to return it on 4/30/25 to ******* and they said that they would not give me a refund or exchange because it had been too long and that I needed to contact HART. I immediately contacted HART. They would not give a refund but said they would send a new one. I heard nothing and had to purchase another vacuum because my house has to be cleaned. I called HART again on 5/30/2025 and they assured me they would send a new vacuum. I have heard nothing. At this point, I do not want another HART vacuum. I want a refund but I am afraid I have been scammed by this company with their careless customer support.Business Response
Date: 06/09/2025
Hi. Thank you for speaking with us. As mentioned we are shipping a replacement directly to you.
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