ComplaintsforFiskars Brands, Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of extendable bypass loppers last summer from ********. Fast forward to a few days ago and the handle which is hollow bends while doing some trimming. I filed a claim on the fiskars website and included all requested information. I received an email asking for the same information that I provided on the warranty form. I replied with a picture of the equipment in question as well as my shipping address as requested. I do not have the receipt because as everyone knows ******* receipts fade in a matter of days. I received a response from Fiskars representative to ship the item back at my own expense which the "cheapest" route would be around $16 to return a set of loppers which only cost around $20. What's the point in a warranty when it costs almost as much to warranty them out than I could purchase new ones. The hollow handles were a bad design flaw to begin with.

  Business response

  08/06/2024

  Thank you for contacting Fiskars.

  I have checked into your claim and have decided to waive the return of the product.

  A warranty replacement order will be processed for a new tool to be sent out.

  Once the order ships the consumer should receive an email with carrier information.

  Sincerely

  *****

  Consumer Care Supervisor

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased frisker's extendable pole tree pruning with warranty. The chain came off and it is unusable. You can no longer contact anyone on customer service line. I sent a warrenty claim in the middle of June hot an automated response for case number ********. Never received a response back after that. I emailed twice more questioning why I have not received any communication. And nothing! The item Didn't even last a whole season! A month and a half laterr and still have not heard anything from friskers!

  Business response

  08/05/2024

  Thank you for contacting Fiskars.

  I have looked into this, and we have sent an email to the consumer on three different occasions requesting additional information.

  I will follow up with the consumer in regard to the additional information.

  Sincerely

  *****

  Consumer Care Supervisor

   

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed. ******** did not respond back to me 3 times. I had sent them Originally pictures and all of my contact information. They never responded  to me for over a month until the day I contacted BBB. They even had my phone number.

  
  Regards,
  
  *******************

  Business response

  08/07/2024

  Thank you for letting us know.

  It is possible that our emails trying to reach the consumer went into their junk/spam folder.

  I will process a warranty order for a new tool to be sent out.

  Once the order ships the consumer should receive an email with carrier information.

  Sincerely

  *****

  Consumer Care Supervisor

  Customer response

  08/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I did respond  to the emails I received but never received a response back from friskars just a generic email that never helped me. No one would contact me back.
  
  Regards,
  
  *******************
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Fiskars Pruning Snips. June 26, 2024. Fiskars has a FULL LIFETIME WARRANTY. The shears will not lock closed. They will not honor their warranty. They want us to return the shears to the retailer for an exchange, saying that the shears were damaged in shipment. That's wrong. With a FULL LIFETIME WARRANTY, I thinks it's Fiskars responsibility to fix the problem and honor their warranty.Thank You,*********************

  Business response

  07/31/2024

  Thank you for contacting Fiskars

  I have looked into this, unfortunately there was miss communication with their claim.

  The claim will get processed for a new tool to be sent out.

  Once the order ships the consumer should receive an email with carrier information.

  Sincerely

  *****

  Consumer Care Supervisor

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This tool has a full lifetime warranty. However, I have had zero success in filing a claim with Fiskars by using their process. I have called and followed their instructions online, but my information will not send to them. They have not answered me ever! I have been trying for 3-4 months. The tool cost somewhere over $100. I bought it at *****. I used it maybe 3 times and it jammed, rendering it useless. I want Fiskars to send me a new one. It is a 16 Chain Drive Extendable Pole ************* The number on the back of the package is: 394731-1002

  Business response

  07/22/2024

  Thank you for contacting Fiskars.

  I have checked into this and we are showing a warranty replacement order was processed and shipped.

  An email went out to the consumer with the below carrier and tracking information.

   Shipped on 7/16/2024

  UPS # 1ZWR28110308731583

  Sincerely

  *****

  Consumer Care Supervisor

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am seeking a replacement part or replacement for pruning shears that came with a five year warranty. I submitted a claim with pictures showing that the pruning shears tension spring had popped off due to a break in the mechanism that holds the spring in place. An automated email was sent stating that my claim had been received and that it was going to take 3 to 4 weeks to process; I sent this claim in on May 20, 2024. To date I have not received a response.

  Business response

  07/09/2024

  Thank you for contacting Fiskars,

  I have checked on the claim and it has been processed for a new spring to be sent out.

  Once the order ships the consumer should receive an email with carrier information.

  I will follow up with an update to the consumer.

  We do apologize for the delay has we are in our busy season.

  Sincerely

  *****

  Consumer Care Supervisor

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a Fiskars X150 axe a number of years ago as a birthday present. Through normal use the axe has failed. I opened a warranty claim June 8th 2024 and received an email today asking me to ship the axe back to Fiskars facility in *********** at my cost. This cost will be almost the cost of a replacement axe. With modern tech (pictures) Fiskars should be able to determine if the claim is legitimate. I feel Fiskars tact is to make the process of obtaining warranty replacement products so arduous that people give up. I feel this is bad faith on behalf of Fiskars.

  Customer response

  06/27/2024

  The X15 Axe as well as all other Axe products is advertised by Fiskars as having a lifetime warranty. 

  Business response

  06/28/2024

  Thank you for contacting Fiskars.

  I have looked into this, on June 26th the consumer should have received an email stating that

  a warranty replacement order has been processed for a new tool to be sent out.

  Once the order ships they should receive an email with carrier information.

  Best ****************************************** supervisor

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Friskars Reel Mower (Stay Sharp) unit at ****** store in August of 2023.The unit roller stopped working after less than 20 mows on a flat ********************I had to purchase a Scotts Elite mower due to the warranty resolution timeline.Friskars warranty offered a replacement part that would include me paying for a repair or return for refund with me paying for the shipping.The warranty resolution offered an unreasonable cost and effort given the unit did not last a full cutting season.

  Business response

  06/26/2024

  Thank you for contacting Fiskars.

  I have reviewed the consumers claim, I have put in a request for a refund to be processed,

  consumer does not need to send back the defective item.

  Sinerely

  *****

  Consumer Care Supervisor

  Customer response

  06/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 9, 2023, I purchased a Fiskars Chain Drive Expandable Pole Saw and Pruner from Tractor Supply. The saw has a lifetime warranty.On May 26, 2024, the saw broke. The pole that connects the saw broke inside the saw. I opened a warranty claim with Fiskars website on May 26, 2024. It was assigned Case Number: ********. I submitted pictures of the broken saw and the *** code from the original packaging. I replied to the confirmation email with a copy of the original receipt and the original packaging.On June 7, 2024, I received an email from *** asking for additional pictures of the saw which I provided along with pictures of the original sales receipt and the original packaging.On June 10, 2024, I received a rep,y from Bri, instructing me to ship the saw back to Fiskars. The saw is almost seven feet long. To ship the saw it will cost $65 because of the length. I paid $120 for the saw. I should not have to pay $65 to ship back a $120 saw. I purchased this saw because of the warranty which Fiskars is not honoring.

  Business response

  06/11/2024

  Thank you for contacting Fiskars.

  I would like to apologize for the miss communication with your claim,

  we have received all of the information needed to take the next steps with your claim.

  A warranty replacement order has been placed for a new tool to be sent out.

  Once the order ships you will receive an email with carrier information.

  Best Regards

  *****

  Consumer Care 

  Customer response

  06/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted my fiskers lifetime warranty claim over 4 week ago and have not heard a response from the company as to the status of my warranty Case Number: ******** I provided all the information on the warranty claim form and through email Send replacement **************************************************************************************

  Business response

  06/10/2024

  Thank you for contacting Fiskars.

  Consumers claim was received on 5/12/2024, the consumer should have received our auto reply email

  stating that please allow 3 to 4 weeks for processing.  We are in our busy season and with a small team it is taking us longer

  to get claims processed.  This claim was processed 6/6/2024 for a new tool to be sent out.

  One the replacement order ships the consumer will receive an email with carrier information.

  Sincerely

  *****

  Consumer Care Team

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attempted to file a claim on Fiskars LIFETIME WARRANTY and was notified that I must now provide proof of purchase and send the tool to them at My Expense. This is not the condition of warranty I purchased thier tools under. Unconditional Lifetime that's the reason I purchased thier tools.

  Business response

  06/04/2024

  Thank you for letting us have the opportunity to look into this.

  Unfortunately, we are unable to process their claim until the defective product is returned to ***

  We have received 36 claims in the past from this consumer where they are using the same photo more than once under different email addresses.

  Once we receive the product back, we can take the next steps with their claim.

  Sincerely

  *****

  Consumer Care Supervisor

   

  Customer response

  06/04/2024

  Better Business Bureau: Thier response is a out right lie! I have made claims either from my old or new email or directly from thier site. I have NOT used the same pictures. I have purchased thier tools for years and have in fact multiples of different types. If the same style of Scissors breaks than since there are NO serial numbers it would appear to be a duplicate I have for instance 4 pairs of Scissors, 3 large Nips, 2 small nips, 8 branch cutters of different sizes, etc., etc. I think perhaps I should file a law suite rather than a complaint if they are going to accuse me if dishonest activities. It is in fact thier refusal to honor thier warranty that is dishonest.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed app
  Regards,
  
  *******************

  Business response

  06/05/2024

  Thank you for the information.

  A warranty replacement order has been processed for a new tool to be sent out.

  Once the order ships the consumer should receive an email with carrier information.

  Sincerely

  Consumer Care Team

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I would also like a apology for accusing me of dishonesty and for the trouble and anxiety they have caused me.
  Regards,
  
  *******************

*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. ↩