ComplaintsforSenix

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a Senix trimmer from Tractor Supply on May 11th 2024 for ****** plus tax. Trimmer was delivered May 16th 2024.The warranty filing website I was instructed to use in the manual for the trimmer was not functioning, providing me with an error everytime I tried, I therefore emailed customer service and recieved an email back stating my product had been registered on May 28th 2024.After using the trimmer 4 times in the span of 2 months the trimmer no longer functions. I tried everything the manual instructed with no success. I submitted a warranty request on their website and sent and email directly to Senix requesting warranty support on July 15th and July 18th 2024 respectively. I followed up on my emails on July 16th, and July 18th with no response. No response.I tried to call both customer service numbers I found on their website, phone rings indefinitely.I called tractor supply for assistance contacting the company (after the customer service *** also tried the ******************** phone numbers they had with no result - just indefinite ringing). They submitted an internal ticket to customer relations who then came back to me saying Senix was supposed to reach out to me by end of day today, according to tractor supply.This has not happened.I have been trying for weeks to get ahold of the company for warranty service they confirmed I was registered for on my product with no result, even with prompting from their business partner tractor supply.I simply need my trimmer refunded, ***laced or fixed as I have only owned it for 2 months and it has failed.I have no confidence Senix will do as they say and require assistance and what oversight is possible to resolve this issue.Order Number from Tractor Supply: Order #: ********** Order Date: May 11, 2024 Tracking number: UPSN(Ground)1ZA8GO1503021 *****

  Business response

  08/20/2024

  Thank you for reaching out regarding Mr. ************************* case. We're including the email chain showing we sent a replacement unit on July 25, 2024. Please note that his first claim on the warranty started on July 15 and we replied several times without response until July 24 when he sent the requested information. On August 1, ****, our representative spoke with ************ by phone as it seemed he had not read our last two emails, ************ appreciated our tool replacement and mentioned he would call you to drop the complaint.

  If you have any additional questions or require further assistance, please feel free to contact us at ************** or simply reply to this email.

  Thank you for your patience and understanding.

  Best regards,

  SENIX ******************* Team

  Customer response

  08/22/2024

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

  They randomly sent an email that they had shipped out a replacement unit. Thank you for reaching out.

  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Senix 22" mower via the Lowes.com website on 5/14/23. Was very pleased initially, but in the fall of 2023, the self propelled feature stopped working. I put the mower in storage for the winter and forgot about it. Went to use the mower again this spring, self propelled still doesn't work but the mower started smoking heavily. Since I purchased the Lowes extended warranty, I called ****** since Senix seems sketchy, and ****** said to bring the unit in to the local store- 30 miles away, which i did on 4/20/24. I got a call today on 4/29 that ****** repair service won't service this mower. Junk item.

  Business response

  05/17/2024

  I hope this message finds you well. I am writing to express our deepest apologies for the experience you recently had with SENIX Tools. We regret that we did not meet your expectations and provide the level of service you deserve.
  
  At SENIX Tools, our mission is to ensure that every customer is 100% satisfied with our products and services. We recently received a BBB complaint regarding the poor follow-up on your case, and we take this matter very seriously.
  
  We sincerely apologize for any inconvenience this may have caused you. We have attempted to reach you by phone several times without success, and we want to ensure we address your concerns as soon as possible. To make amends, we would like to offer you a new replacement unit. We hope this will demonstrate our commitment to your satisfaction and our dedication to resolving the issue to your utmost satisfaction.
  
  Please let us know the best way to arrange the delivery of the new unit. You can contact us at *************** or simply respond to this email. If there is anything else we can do to address your concerns, please do not hesitate to reach out. Your satisfaction is our top priority, and we are here to assist you in any way possible.
  
  Thank you for your understanding and for giving us the opportunity to make things right.
  
  Best regards,
  

  SENIX ******************* Team
  
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered(order # ****) 21 inch lawn mower March 7 online from Senix Tools, delivered by *** march 9. Mower is damaged - 2 pieces of plastic broken off front of mower where attaches to metal frame. Emailed customer service 3/11 to let know and seek resolution, got no response. Called 3/13 talked to *** (I think that was his name) who asked me to take picture of damage and send it with picture of receipt to customer service and he would forward to corporate for resolution. Called again today march 19 since hadn't heard anything back, talked to **** who said would call agent handling case and put me on hold for 30 seconds. Call got cut off after a few minutes of silence and tried to call back and no one answers. Seeking to get resolution.

  Business response

  03/21/2024

  New **************** Rep took call from customer, didn't get all the required information.  They tried contacting the customer by phone and email with no response.  We are sending a new unit to the customer today.

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

  Senix sent a replacement mower, thank you.   Rather than Senix customer service number, call ************, call is answered and employees are very helpful and quick to respond.

  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Received a combo set of X6 series tools as a gift on 5/31/2023. Kit includes a leaf blower, garden cultivator, weed eater, and hedge trimmer, all powered by a single 56 volt battery . Upon 1st use I noticed a burning smell from both the battery and the charger, Both items were hot to the touch and I unplugged them to prevent a fire. Later I tried again and had a friend who is an electrition smell the items and he agreed something was burning. I went ahead and charged the battery and used it in the weed eater. Having cycled the battery 3 times now the smell is still there and both the battery and the charger continue to get very hot, Calling the support number I was told the entire X6 line was discontinued in 2021 and there was no support or parts available. Thus the 2 year warrantee is worthless. This battery and charger are a fire hazard and should be replaced. You should not have a burning smell coming from any appliance, especially one that plugs into the mains AC power, I will be looking into legal matters as to the legality of selling items like this with no UL approval or rating. These chinese manufactured products should meet the same safety standards other brands do if offered for sale in America. I also noted that the owner of "senixtools.com" is located in Rekjavic Iceland. Strange for a chinese manufactured product being marketed by a company in Iceland. Perhaps it's to avoid legal issues in this country if sued....

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Senix Gasoline Powered Blower on Jan 27, 2020. It had a 3 year warranty. It has quit working. I called their toll free number (800-261-39810) several times June 6, June 21, and July 5, and it went straight to voice mail; I left 3 messages, and no one has called me back. I have sent 2 emails to Senixtool.com with no response. I have my proof of purchase, owner's manual stating the warranty. I would like to know where I can get warranty service or have them replace the blower.

  Business response

  07/28/2022

  This is ***************** responding to this complaint.  We are so sorry for this issue.  no excuses, not sure why this was missed.

  Yes, we would be glad to ship a new unit to the consumer.

  we just need his shipping address and phone number.

  thanks. DAN  my cell ************

  Customer response

  07/30/2022

   
  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.
  
  Sincerely,
  
  *********************

*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. ↩