Reviews

This profile includes reviews for STIHL Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  STIHL Incorporated

  536 Viking Dr Virginia Beach, VA 23452-7316

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  STIHL Incorporated

  PO Box 2015 Virginia Beach, VA 23450-2015

Review Details

• Review fromlouis d

  Date: 07/26/2024

  1 star

  louis d

  Date: 07/26/2024

  well i have to say that even though this company is highly recommended for its products and service. i think they fell short on my situation. bought a ms271 chain saw, 30 pulls to start, used 45 min maybe, then would not start after. oh i bought it on 6/29 returned it to local dealer on 7/4. they changed the plug manage to start it , ran rough, i picked it up . started in 5 pulls, but would not stay running (idle) . returned it still waiting on carb. that should have been next day to dealer. lots of fail with all involved- dealer, stihl rep, and stihl company. this experience has left me with a real bad opinion of this company, there is a no return policy and this saw should be listed as a lemon. and before you say it is operator, i followed what dealer said, the manual, you tube, and google just to make sure i was following directions right. my thoughts went does it have spark, cause i could smell fuel, is fuel bad, is there a carb problem? but in any case it has been a month and i am still with out the saw. i guess it is a expensive paper weight. and there will be a post with the local dealer and the *** cause i am not a satisfied customer.no exchange or refunds policy for this.

  STIHL Incorporated

  Date: 08/26/2024

  Thank you for your feedback as it is very important to us and our goal to provide the best customer experience possible. We look forward to the opportunity to make this right and with this customer.
  We would like to address returns and exchanges. STIHL dealers are privately owned and operated. Purchases are between the customer and privately owned dealer, therefor refunds and exchanges are at the discretion of the dealer. With that in mind, STIHL will assist where applicable. 

  We will reach out to the customer directly to address and assist with the situation they have described.

• Review fromJohn K

  Date: 05/05/2024

  2 stars

  John K

  Date: 05/05/2024

  Purchased an fs91 bike handle trimmer, got it home only to find out that the carrier loop on the shaft where you connect the shoulder strap to was missing. Returned 45 minutes to store. They installed new carrier loop. Returned home. Went to use the trimmer 2 days later and while using found that the blade that cuts the trimmer line to the correct length is missing, checking the trimmer out further I have found that the spool is supposed to be a 27-2 model, according to STIHL and my instruction book, but the one on mine is a 25-2. Message and emailed STIHL about this and all I get are automated replies. Also none of my reviews on the dealers site or Stihls site get posted!

  STIHL Incorporated

  Date: 05/13/2024

  We were very sorry to read about the issues that our customer described, yet grateful for the opportunity to make this right. This is certainly not the experience that we wish for our customers to have with our brand. We will be reaching out to the customer directly to resolve their issue. To answer the question regarding the trimmer head that was included with the customer's unit: Rolling updates on our products are introduced to the market on a "first in, first out" basis. These units were built using the AutoCut 25-2 for many years. When the newer AutoCut 27-2 head was introduced, they began showing up in the market once all of the units with the AutoCut 25-2 were depleted. This varies from region to region, depending on inventory levels. There were no issues with the AutoCut 25-2. The AutoCut 27-2 was just a new design that had new features. Again, we will contact the customer to work through this concern. To address the complaint regarding their reviews not being posted: We have searched through all of our records and have not been able to locate any rejected product reviews that were submitted by this customer. It is possible that we don't have enough information to search by or that some of the information wasn't included at the time that the submissions were made. However, we did locate 2 Q&A submissions that were rejected by our system. One was rejected as a duplicate question, and we are researching the reason for the original rejection. We apologize for the inconvenience and will work to find a resolution that is mutually beneficial.

• Review fromAce H

  Date: 11/18/2023

  5 stars
  I’m not doubting any of the situations where customers left low ratings, but I don’t think most people give STIHL the credit that they deserve. Their survival over the past 15+ years has been nothing short of remarkable. We consumers have made it almost impossible for companies like this to survive, let alone thrive in most cases. We have literally driven the economy into a world of big box stores and online retailers in the name of convenience and lower prices. I’m just as guilty of shopping online for low prices as anyone else, so I absolutely own my part in that. The thing is, STIHL became famous by unapologetically building their professional grade products from the highest quality materials and by following the strictest quality standards. Professionals from the logging industry and other outdoor experts were more than willing to spend the extra money because they knew they were getting a top-quality product that wasn’t going to let them down when they were miles from civilization. Believe me when I say that STIHL would have been happy to follow that business model until the end of time but again, we consumers changed that. Other brands of OPE begun targeting homeowners and building lower grade, less expensive equipment long before STIHL ever did. Unfortunately, this trend began creeping into the professional market as well and it became all about PRICE. All of a sudden, STIHL found themselves right in the middle of the battle for market share. That meant they had to play the same games as everyone else. It’s not cheap having to reduce prices and still somehow make a high quality machine. Today, people buy homeowner grade equipment and then they compare it to their grandfather’s old 028. They fail to realize that their grandfather understood what quality meant in his day and he bought the 028 that was a professional grade saw. STIHL still makes professional grade tools, but few consumers are willing to spend the money it takes. This isn’t STIHL’s fault!

• Review fromJack N

  Date: 09/20/2023

  5 stars

  Jack N

  Date: 09/20/2023

  Outstanding company. Outstanding people. Huge help to me. Extraordinarily knowledgeable, respectful, went out of their way to be of assistance. Went above and beyond to address my concerns. Chainsaws are powerful, complex machines. It is easy to take for granted that they will perform at their peak, while not doing my part to maintain them in tip top shape. They make the best saws in the world and I tend to neglect or downplay my role in keeping them running so well. It is easy to blame them for my own mistakes. When the problem is clearly their responsibility, they are generous and eager to make things right.

  STIHL Incorporated

  Date: 11/20/2023

  I am personally familiar with your case because you and I have been in contact ever since you first reached out. We are pleased to know that you are still happy with the service that we provided and your STIHL equipment. We greatly appreciate your business, your kind remarks, and your loyalty. It was a pleasure working with you directly to find a resolution that was mutually beneficial for you and STIHL. Please never hesitate to reach out should you need anything further.

• Review fromChris A

  Date: 03/18/2023

  1 star
  I bought a Stihl 251c chainsaw last week for a three day job. The chainsaw was broke half the time. It literally lasted a day and a half before it broke down. The easy start wouldn’t start easily anymore and the quick chain tension locked up so I couldn’t adjust the chain. I’ve regretted purchases in the past but none as much as this. Stihl can have their chainsaw back and I want my money back!!!!! I will never buy another one of their products again. Plastic piece of junk!!! Stihl should have made it their purpose in life to make a quality product. I will now make it my purpose in life to tell everyone I know exactly what I think about the garbage that Stihl makes and sales.

• Review fromMatthew J

  Date: 12/19/2022

  1 star
  Please do not buy Stihl products! If you need technical help after the warranty expires and you want to repair it yourself, don't expect ANY help from there worthless support section, especially Tim ******. You spend thousands of dollars to buy their products and support their brand, when it comes time for a little bit of help, they can't do it. They tell you to go spend more money to have someone else repair it. This is UNACCEPTABLE and incompetence like this is running rampant today. You try to do the right thing and then you get slapped in the face. You support them, they don't give a crap about you. They got your money, now it's your problem. From research I've done, I found they have defects in there small engines that many people have encountered. You use the correct fuel/oil and maintain your equipment, but their engines still(Stihl) fail! Please stay away from their products and let everyone that you can know there are much better brands with service teams that will actually help you when you want to service your own equipment. Do NOT buy Stihl, do NOT recommend Stihl, STAY AWAY FROM STIHL PRODUCTS!!! I have the email communication asking for some help. I called them and was told I'd receive a callback. Several weeks passed and no one got back to me. I had to fill several contact requests in order for someone to get back to me. As I can see from the other reviews left here, that tells me what kind of substandard business they are. Such a shame, but in the end, it's their loss because they lose out on potential business as a result of incompetent employees that work for them. So please do everyone a favor and support another brand as this one doesn't care about you!

• Review fromMark R

  Date: 06/08/2022

  1 star
  I purchased a Stihl ***** saw at my local *** hardware store. I am very dissatisfied with the product. The saw was very difficult to get started initially and on subsequent attempts. Once the saw was running it was stall or stop running after just a few cuts. I then would have to start it again which became more difficult upon subsequent attempts. Until I could no longer get it running. I changed the fuel from the suggested 89 octane to 93 octane but it did not make any difference. I cleaned up the spark plug and tested to make sure the spark was good. I managed to cut through one relatively small set of tree branches. The saw also cut rather poorly. I took the saw to another location and attempted to cut some branches but once the saw was started it would almost immediately stall. I took it back to the *** dealer in Manassas *** Where they looked at the saw and told me they could not find anything wrong with it. They told me I could not have a refund. I have worked with ********** ****** and *** saws but never experienced such difficulty running a NEW saw. In fact I purchased a similar ********* 120 saw which started on first pull and runs great with hardly any effort for three separate jobs. I want others to know to watch out when purchasing a Stihl saw. They recieve an F in my book. Also Ace has lost my business. They would not even give me a store credit. Stihl only provides 7 day return policy, not 30, 60 or 90 days. But I think they probably do not adhere to it. Probably will try to get out of it. Just want the public to be careful before purchasing a Stihl saw. Stihl should be renamed Stall. :)