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Review from Sandy Q
1 star07/15/2024
Ordered a ****-Bilt mower and two accessories (30" bagger and a hauler) on July 3rd. I used a promo code and recieved 15% off of the hauler and the bagger. The 3 - 5 day shipping option was checked as the only option with a price of $129. On July 5th I called the company because even though the charge was pending on my debit card, I never received a receipt for the purchase. I was surprised to find out they were closed.On Monday, July 8th I called in and inquired. I waited for over an 1.5hr to speak to a person. They said they had not processed my order and the shipping would be 8 - 10 businesses days from whenever they processed the order. I said I agreed to pay the $129 for 3 - 5 day shipping. They said "We've been meaning to fix the shipping times listed on the website." I replied that it was unacceptable, I paid the $129 thinking I would be receiving my products in the next couple of days, but 8 - 10 businesses day (from whenever) would be at least two weeks. They canceled my order. I was told they were able to cancel the mower, but they needed to reach out to the warehouse to cancel the other items. This was 9:30 am. The next day I was informed thst the hauler and bagger were both canceled before they shipped, but that they had scheduled for *** to pickup the items. On Tuesday, July 9th I was charged $981.01!!! Again, no receipt and I did not authorize another charge to my account. Finally, after 2 days and 4 more hours on the phone, I received two invoices which showed I was charged FULL price for the hauler and the bagger ($120 more than the discounted price I had originally paid) AND $129 for freight shipping even though I had already canceled my order Monday morning and the items were shipped via *** ground. On July 12th, the hauler and bagger were delivered along with the pickup slip. I now have these 2 100lb boxes sitting in my driveway and told they can not schedule pickup. They are still have my $981.01!! Never, never order from this company.Review from Darren M
1 star07/12/2024
I ordered an item that said in stock 2 weeks ago and as of today it still had no shipped. I spoke with 3 different customer service agents who had 3 different stories about what was happening. I asked if they could help make it right they all just said we do not control anything so there is nothing that we can do it will be up to the warehouse yet I get no chance to discuss with them why an item in stock was delayed being sent to me and only seems like it is being sent because I called and waited on hold for an hour to get to someone that would contact the warehouse. As of right now I am just waiting to see if they will actually ship it today and expect it to take a few more days at best if not at least a week. Cub Cadet should have apologized and made sure the warehouse expedited the shipping to make up for the lost time but I guess that is too much to ask for a company that cannot keep track of their orders and their stock. This will be the last purchase I make from cub cadet. I hope others read this review and consider buying items from other manufacturers. If it goes smoothly then there is probably no concern but if it does not go smoothly then you get to be frustrated just like me.
MTD Products, Inc. Response
07/16/2024
Good Afternoon *****************************, Were sorry to hear that you had a negative experience with our customer support team. Our records indicate that your order was delivered today 7/16/2024 at 1:25 PM. You can track your order at www.ups.com/ using your tracking number 1Z4F531Y0388203683. We understand that shipping delays can be frustrating, and we appreciate your patience and understanding. Please let us know if you have any questions or need further assistance Sincerely, MTD Products by **********************************Review from Ashley R
1 star06/21/2024
Craftsmans product deeply disappointed my previous expectation of their "quality" product. I purchased the blower / weed eater combo. Original product worked 2 uses then the pin broke, the retailer (family owned small business) replaced with a new one. The replacement after going not even halfway up my drive way, same part broke in same place. I contacted customer service because I wanted to make them aware of the bad quality of this product. They transferred the responsibility of the issue to the family business i purchased from because of the fact I got the replacement yesterday. Took no owner ship at all, and didn't seem to care about the effect it took on this local business. Highly disappointed, with not only the poor quality of the product but also the customer service. When you call they have the nerve to start the automated bot to say "build on pride" . My experience was more build upon transfer the problem to a smaller company and dismiss any accountability.MTD Products, Inc. Response
06/24/2024
Hi ******, Thank you for bringing this to our attention. Letting you down isnt something we stand for, so please know your feedback will be documented and used to help us build better products in the future. If youd like to reach us to discuss this in more detail, we encourage you to give us a call at **************. Please be ready to share your personal case number 09656388.Please let us know if you have any questions or need further assistance. Sincerely, MTD Products by **********************************Review from Dona H
1 star06/17/2024
Cub cadet is the worst customer service Ive ever dealt with in my lifetime. Im currently on hold for 2 hours and 38 minutes for something as simple as getting my refund for a warranty part that I HAD to pay for because there isnt anywhere in my area that can service my mower that is t a 3-4 hour drive. Ive been dealing with this issue for months now and everytime I call I have to wait 2-3 hours. It should be illegal to have customer service like so and to treat people like this.MTD Products, Inc. Response
06/18/2024
Hi *****, Were sorry to hear that youre having a difficult time getting ahold of our customer support team. We have currently entered our busy season and call volume has significantly increased. We are working hard to assist our customers as quickly and efficiently as possible. We apologize for the inconvenience, and appreciate your patience. Our records indicate that we received the requested documentation via email yesterday 6/17/2024. We will begin the reimbursement process and send you email confirmation when it has been completed. Please let us know if you have any questions or need further assistance. Sincerely, MTD Products by **********************************Review from Ivan T
1 star06/16/2024
I ordered a few mower parts. It took days to show shipping info, and when finally the package arrived it was not my order. There is no email address to send to, chat doesn't work. ******** link is fake and doesn't open. There is no way to contact these people. They took my money and I got a completely different order for someone across the country. My order is M1434863P1 in case anyone is interested.MTD Products, Inc. Response
06/17/2024
Hi ****, Were sorry to hear that you did not receive the correct order. We are resending the order at no charge. Your no charge order number is CD9396094F24, and you will receive it within the next 3-5 business days. You will also receive email confirmation and tracking information once the order has shipped. You can donate the incorrect order to a local authorized service dealer in your area. We apologize for the inconvenience, and appreciate your patience. Please let us know if you have any questions or need further assistance. Sincerely, MTD Products by **********************************Review from Cole M
1 star06/14/2024
I ordered a Cub Cadet ZT1 46 mower and hauler from Cub Cadet on June 1st. After a week without any status update emails, I checked their website to find that only the hauler had shipped, with no update on the mower. The following week, I followed up about the mower but received no new information. Reaching out to chat support, I was informed that the mower was out of stock and had been canceled on June 4thsomething I was never notified about. The chat support agent told me I would need to call to check stock and status.When I called their Tier 1 support, I was told they couldn't see anything on their end other than the mower being out of stock and that I needed to contact their Tier 2 support line. However, I couldn't call Tier 2 until the next day since they close at 2 PM PST.The following day, I called the Tier 2 line and was on hold for almost 5 HOURS, only to be told that they were closing in 5 minutes and the call would drop. In that brief time, I was promised a call back the next day, which never happened. I spent an additional 3 HOURS on hold, and as of June 14th, I have received no news, no resolutions, and no official email about the status. Meanwhile, my payment remains in a pending state, with seemingly nothing that can be done about it.While Cub Cadet's products are reputed to be good, their customer service is non-existent. This experience has left a terrible impression, and I am now doubtful about how much I can trust them if I ever need to use the warranty.Buyer beware.MTD Products, Inc. Response
06/17/2024
Hi ****, Were sorry to hear that you had a difficult time getting in touch with our customer support team, and that you had a negative experience overall. We have currently entered our busy season with limited staff, and our call volume has increased significantly. We are working hard to assist our customers as quickly and efficiently as possible. Our records indicate the your order minus the hauler has been cancelled due to lack of inventory. Please allow 3-5 business days for the authorization hold to drop off of your credit card and reflect on your financial institution. Our records also indicate that you purchased a model locally over the weekend and you have decided to keep the hauler. We apologize for any frustration or inconvenience this may have caused you. Please let us know if you have any questions or need further assistance. Sincerely, MTD Products by **********************************Review from Jean-benoit R
3 stars06/10/2024
Hi, it seems this is the best way to reach you because I too tried to call many times about an order placed the 4th of this month. Didn't receive any confirmation email what so ever. I was not able to connect with any human with the chat on the website. I would like to contact you please and thank you. Name is ************************************MTD Products, Inc. Response
06/11/2024
Hi *********************,Were sorry to hear that you were not able to get the answers you were looking for from our customer support team. We were not able to find an order in our system under your name, email, or zip code. We would encourage you to contact our Canadian support team at ************** (Mon-Fri 8 a.m. - 5 p.m. EST) for further assistance.Please let us know if you have any questions or need further assistance.Sincerely,MTD Products by **********************************Review from Michael D
1 star06/07/2024
Same issue with shipping everyone else is experiencing. Order number M1433948P1. Cannot get ahold of customer service. I cannot continue to wait. I ended ordering the same part from a different company. I just want to cancel my order and get my money back. These business practices must be illegal!MTD Products, Inc. Response
06/10/2024
Hi *******, Were sorry to hear that you were not able to get in touch with our customer support team. Our records indicate that your order was placed on 6/4/2024, and your order has shipped out and is due for delivery on Wednesday 6/12/2024 by the end of the business day. Please click on the following link to track your order: ************************************************************************************************************ If you no longer need your order, we would encourage you to follow the instructions on your packing slip and send the order back to **. Once we receive the order back to our warehouse, we will issue a credit for the total amount of the order including freight and tax. We apologize for the inconvenience, and appreciate your patience. Please let us know if you have any questions or need further assistance. Sincerely, MTD Products by **********************************Review from Mike S
1 star06/06/2024
**************** is terrible.Ordered Tractor mulching Kit 5/29/24 Got email below same dayNever received shipping confirmation email as stated below? Clicking on Check Order Status button in emails below "Blocked" error.The number in email is not in operation, when called says call another number. Why not fix the email to include current phone number?Received blades only 6/5/24 (No plug which is what I really need)6/5/24 Called On hold for 45 minutes no answer 6/6/24 Called On hold for 65 minutes no answer 6/6/24 Called On hold for 45 minutes no answer Almost impossible to get a person on the phone, Email received is almost worthless, can't check order status, never received shipping confirmation, phone num ber listed is not in service.Absolutely atrocious phone/email system.MTD Products, Inc. Response
06/07/2024
Hi ****,
Were sorry to hear that you did not receive the answers you were looking for from our customer support team. Our records indicate that the order placed on 5/29/2024 was for a set of Xtreme 2-in-1 Blade Set for 50-inch cutting decks.This does not include a mulch plug. We apologize for any confusion or miscommunication.We do not have a mulch plug available for your model, but we do have discharge chute assembly part number 631-05116B. The best phone number to reach us at is ************** and our current hours of operation are Monday Friday 8:30AM 5:00PM EST.
Please let us know if you have any questions or need further assistance.
Sincerely,
MTD Products by ************************* & ******Review from Jo-Ann B
1 star06/06/2024
I placed an order on 6/2 stated parts would be delivered in 3-5 days. I have now been on hold 1 hour and seven minutes; still no answer. I just need to know if these are going to be delivered, are they out of stock. very frustrating. I understand high volume sales but this is ridiculous.MTD Products, Inc. Response
06/07/2024
Hi ***********, Were sorry to hear that you have not received the answers you were looking for from our customer support team. Our records indicate that your order has shipped out and is due for delivery on Tuesday 6/11/2024. Our standard shipping time frame is 5-7 business days, and we are aware that our website lists it as 3-5 business days. Our IT department is aware of the issue and is working to correct it. We apologize for the confusion. You can track your order at www.ups.com/ using your tracking number 92748999920828573007414263.Please let us know if you have any questions or need further assistance.Sincerely, MTD Products by **********************************
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