Ryobi customer service

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Hours of Operation:
- Mon-Fri: 8am-5pm EST
  Sat-Sun: 8am-4pm EST
Email:
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Customer service link:
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Main Company URL:
- http://www.ryobitools.com
Description:
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User Reviews

Nov

Posted by Anonymous

on 11/5/23 at 9:32AM

Bought a Ryobi Crosscut lawnmower last year. The other day the lawnmower quit on me, I put in a fresh battery and it still won't work. Contacted the service desk and was told to check the spark plug. I guess the girl who answered the text doesn't know that an electric mower doesn't have a spark plug. Anyway, she sent me a link to a service technician but it appears one has to pay $5 before you can talk to a service representative. That is unreal!
Then I find out that there is no valid Ryobi repair shop in the Rochester, NY area that can work on your electric mowers. I thought you people had a good product but apparently you don't stand behind your products. I found a local hardware store that will look at it so hopefully it will be fixed.
I will no longer buy a Ryobi product nor will I recommend it to my friends.

Oct

Posted by NIEL

on 10/7/23 at 8:05AM

My battery for my Ryobi lawn mower died only after 1 year. Tried for 2 days to get in touch with Customer Service. Finally on 9/27/2023 I spoke with a Representative who couldn't give me an order number, confirmation number or a tracking number and told me to call back in 2 days for the information but did say it would take 10-14 days to receive my order. Needless to say, I called and called and called and couldn't speak with anyone. Called again, requested a call back, and it took 5 hours for someone to call me back. When they did call back 10/02/23 all they could give me was an order number and confirmation number - no tracking number and told me my order wasn't placed util 9/28/2023. Hmmm, I called as soon as they opened and it took them a day to even process my order???? Not good. Here it is 10/07/2023 and I still can't get a tracking number for the replacement battery and charger. No good Customer Service. All I want is a tracking number that's it. It's just about time to file a complaint with the Better Business Bureau and ?????

Sep

Posted by Alex

on 9/29/23 at 9:30AM

My battery string trimmer broke just after a year of use and customer service is literally impossible to reach.

Sep

Posted by My time is Valuable too

on 9/28/23 at 2:20PM

I have a comment to make that I wrote in Word; no special characters and copied into you Comment Space. When your website told me it was HTML I took out all formatting (tabs). But it still told me it is HTML. I am NOT a computer geek and have no idea what that means - nor how to correct it. So I am typing a briefer account here (without the luxury of time saving copy/paste) but it is without the receipt, warranty and contact information that was in the previous email text. See below for my suggestion as to how I can get that to you.

Basically: I am very annoyed at how difficult it is to get through to anyone at Ryobi for waranty service (no such problem if I want to spend money on a part. I got thru to them quickly). I have been trying to get through to the Warranty Department via phone since March (50+ hours in queue, different days, different times of day) trying to get my lawn mower taken care of while it was still under waranty. It was having intermittent issues back then. Then this Monday, when I went to mow my lawn, it had moved past intermittent - AND WOULD NOT START AT ALL. I spent Monday checking and cleaning all that I am permitted to check and clean and still keep my warranty - hoping that would fix it since I could not bear more frustration in queue with no answer). It didn't. So, on Tuesday I spent another 5 hours trying to talk to someone in the Warranty Department (this time I was offered to press #1 for a call back at their convenience). I waited 4 hours for that call back - unable to make phone calls I needed to make in case you all got a busy - and didn't call back and unable to leave the house.) When they called back (1 hour past your published quitting time so I was almost out of the house) I was then transferred to a Supervisor (Marion). She needed to confer with the Technical Department and promised she would call back the next morning (09/27) at 8:00AM. But by 1:05PM on 09/27 I was STILL waiting. Enough already. I want my warranty to be honored. And I want MY Valuable time to be respected.

At this point, since I can not get through without giving up even more of my valuable time, and since promises to call me back are not being kept - I do need to buy a replacement (today) to mow my lawn before it grows too tall to be cut by a Ryobi. I will go to Home Depot TODAY to buy that replacement, A REPLACEMENT FOR WHICH RYOBI NEEDS TO REIMBURSE ME (under warranty) - $308.99 at all of my local Home Depots (that includes Sales Tax). I have all the info you need, receipt info, warranty info, numbers off of my machine, etc. - but can not get it to you since; 1) You don't answer the phone, 2) You don't return calls when you say you will, 3) Don't answer snail-mail letters (I sent on to Ryobi HQ on June 7) and 4) You don't have a published email address. I don't have a cell phone to make it more convenient for Ryobi (I don't need one and would rather spend THAT money on more important things - like gas for my car these days). I also don't have an email address (letters or phone calls work fine for me) AND I WILL NOT GIVE OUT MY CONTACT INFORMATION ON SUCH A PUBLIC FORUM

So here is my only solution (that I can think of)

My friend does give her permission for you to email her with a Ryobi email address (or direct phone number - no excessive wait queues) of someone at Ryobi who I can reach to give whatever info you need from me to get this in motion (TIME IS OF THE ESSENCE as I do not have 100's of dollars just sitting around to spend on replacement lawn mowers AND my CREDIT CARD BILL WILL NEED TO BE PAID ON 10/25 (I'll need the reimbursement - IN HAND - by that date). Her email address is the one provided in the answers to your questions below. You WILL get an out of office response. Even so, emails are getting through (so don't worry)

DO NOT SAVE IT NOR USE IT TO SEND HER ANY PROMOS OR OTHER STUFF.

It is NOT her lawn mower, so it is not her problem - she is just trying to help me to reach you and should not be made part of data collection because Ryobi is not available by phone, does not have a published email address, and doesn't return phone calls - when promised.
Thank you

Sep

Posted by Anonymous

on 9/26/23 at 8:23AM

I am in need of some help with an issue that has been going on for 2 years. I'm getting no customer service whatsoever and this issue needs to be resolved. I purchased a Ryobi riding mower which was under the Ryobi warranty when I took it to Home Depot (Store 0144) the first time on 5/23/21. The mower looked almost brand new and the only issue was the blades wouldn't engage. The shop took 4 months to get the mower back to me. I, of course, had to buy a push mower so I could mow my lawn for those 4 months. When it came back there was oil all over the batteries, pooled under the batteries and all over the back of the mower. This mower doesn't take oil. The manager said another tool broke on top of it and all of the oil spilled on my mower. Not only that, whoever packed the truck, piled stuff on top of the mower which may or may not have been the reason why one tire was broken off and the half inch thick piece of metal on the back of the mower was bent down. I know this because one of the managers took pictures when he was unloading the truck because of how ridiculous it was and showed it to me.

I had the mower sent back to fix the new issues that occurred when the mower was in Home Depot's possession. After another 3+ months at the shop it was returned. The oil was still exactly where it was previously. Nothing was cleaned up whatsoever. The back metal piece was still bent and had paint chipped off of it. The wheel was still broken off. This time the mechanic at home depot put the wheel back on in front of me and pumped it back up. I drove it in the parking lot and it was significantly slower than normal. Maybe this was from the oil spilled on the batteries but I don't know. I'm not sure what was done in the 3+ months it was at the shop since nothing was touched, but it was sent back again.

This is the 3rd trip to the shop. Again, after 3+ months it was returned to me. The home depot employee took me to the outdoor section to check it out. It was filthy. The seat was disgusting and the entire mower was coated with dust and some kind of black dirt. We had to get a rag to clean the seat off just to sit down. Once again, the oil was STILL not cleaned up. The back metal piece was still bent. This time all 4 wheels were flat. I did not bother driving it since nothing was done once again. Again, I'm not sure what they did to the mower for that amount of time. It was sent back again for its 4th visit to the shop.

3+ months later I am contacting Home Depot to see why the mower hasn't been returned yet. They said the transport company lost the mower. Another month went by and it was found inside one of their trailers and delivered back to home depot. It was in the same nasty, dirty condition with nothing done AGAIN. One of the managers and an employee in the tool rental area told me the mower is unrepairable. I contacted Ryobi and they will not help even though it's under their warranty. The new store manager, Zack Tithof, called me and said he was going to get this issue resolved. It was no longer under the Ryobi warranty since the shop had it for a total of 14 months so far. He sent me to Asurion since I purchased an extended warranty. Asurion wanted to send it to the shop to repair it even though it was deemed unrepairable. The shop picked the mower up and kept it for about a month before bringing it back. They said the last shop it was sent to had all the wiring underneath messed up. The mower would not go up a small hill when it was returned to me. Nothing was repaired and it was even slower and less powerful than before. The shop took it for the second time. The store manager, Zack Tithof, e-mails me that 2 of the batteries need to be replaced and that's not covered under the extended warranty. I reminded him that oil was dripped and pooled all over the batteries and that is probably what caused the batteries to be defective. He said there was no evidence of the oil causing the batteries to die.It is from wear and tear.

So, the mower was originally sent to the shop looking almost new with just an issue with the blades not engaging and running fast and powerful like it should be. It is now filthy, dirty, damaged and 2 batteries dead from "Wear and Tear". I haven't had the mower in 2 years and the batteries were perfectly fine when I first sent the mower to the shop. The shop must have been casing the wear and tear on the batteries and there's no way to tell if the oil did not affect the batteries. Zack Tithof is offering me $200 for the cosmetic damages and its being returned to me not working. This isn't how Home Depot treats its customers. I am a huge Home Depot supporter but this is not fair. I've been extremely patient and reasonable over these 2 years and just want a fair resolution. I will never buy another riding mower from Ryobi given the way I've been treated.

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User Reviews

Nov

Posted by Anonymous

Oct

Posted by NIEL

Sep

Posted by Alex

Sep

Posted by My time is Valuable too

Sep

Posted by Anonymous

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