ComplaintsforGardner, Inc.

• Initial Complaint

  09/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase from Gardner on January ******* in the amount of $117.28 using debit card ending in 4384. This transaction went smoothly, I received the items and everything was correct.On March ******* I was reconciling my accounts and I came across a charge on my debit card ending in the 4384 in the amount of $117.28 and it was from Gardner. Not knowing what this was for, I contacted Gardner and they told me it was for a purchase on March *******.Since I New it wasnt me I told them that and requested the invoice number and the shipping Tracking number. They did email me the invoice number but never supplied the tracking information. Went back and forth with them and the final answer I received from them was RETURN THE PURCHASE. I requested the TRACKING NUMBER again but never received a response. Looking at the invoices from January and March they had the exact items, and quantities on both invoices and the exact dollar totals.My problem is I never ordered these items on March *******, never received this shipment and never was notified from any shipper that I had something coming.Ive been buying from Gardner since January 2018 , and have spent THOUSANDS OF DOLLARS with them. Ive never returned any items,never drop shipped any items and have always been satisfied with the service. Hopefully you can contact them and make this right.***********************

  Business response

  09/16/2024

  In review of Mr. ******** case we are unable to validate duplicated billing for his transactions. I have spoken to him and he is providing a copy of the two transactions that have cleared his account for ******. He understands that upon receipt and verification an immediate refund would be issued. We will issue a check or credit to acct based on his preference. 

  Customer response

  09/17/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early April, 2024, I placed an order for two 10 chainsaw chains and a 10-count bag of lock nuts from Gardner, Inc., a company that provides aftermarket parts for many manufacturers (my order was for ***** replacement parts). Those parts came in the mail and my payment of approx. $50 by way of ******** Double Cash credit card went through smoothly. I made no further contact with Gardner in the following months.HOWEVER, on July 26, 2024 (almost four months later) a pair of pending charges for $49.80 & $3.98 appeared on that same CitiBank card from Gardner. I called Gardner and asked, What is this? They did not know, but assured me they would get it resolved. Then eight days later, August 3, 2024, yet another pair of identical pending charges appeared on the card. Again, I called Gardner and asked, Whats going on here? They did not know, but said theyd take care of it. Eight days later, August 11, 2024, a third set of identical errant charges appeared on the card, so I had my credit card cancelled and a new one issued with brand new number, expiration date, and CVI code. I also called Gardner's national office, regional office, and customer service numbers and was told by Garnders ******* ***** that the issue would be sent up for prompt resolution.HOWEVER, eight days later, August 19, 2024, a fourth set of bogus identical charges appeared on my brand new credit card. And eight days later (today) August 27, 2024, there is a fifth set of identical ridiculous pending charges on my new ******* patience has run out with the ineptitude of Gardners customer service and billing departments. I want my name, address, billing information, billing history, and any other contact info stricken from their database so that I can stop having to do their work for *********, please help me get this through to Gardner, Inc. I have put dozens of hours into their incompetent failures.Thank you very much,Dusk ******

  Business response

  09/03/2024

  We have been in communication with the claimant. Mr. ****** has been a long time customer of **********************. He now understands the error of the situation and has worked with his banking institution to help resolve the issue. He has direct contact information and has spoken to the Director of **************** for future billing or shipping concerns. 

  Customer response

  09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22202859
  
  I am rejecting this response because: nothing yet even claims to have actually solved the problem of recurring charges (identical ones) every 8 days. To say "we're working on it" is by means the same as having solved the problem.
  
  Regards,
  
  Dusk ******

  Customer response

  09/17/2024

  I have no idea whether or not Gardner has stopped sending repeat, inappropriate bills my way every 8 calendar days, because in frustration with their very slow handling of the problem I had to entirely shut down the credit card associated with this billing. In other words, I went to all of the trouble of shutting down my most used credit card, reassigning all the autopay payments, notifying all other merchants, etc. because it seemed to be taking forever for Gardner to straighten out their mess. They did call me about the issue, but when they did call the issue was still not solved some six weeks after theyd been alerted to the issue. So, now that I went through all the trouble to shut down my favorite card (and all the complications that involved), Gardner simply CANNOT land a billing on my new card from the same issuer. If BBB wants to call that a resolution of the complaint, thats up to you, but from my perspective, this was an unsatisfactory handling of the problem that forced me to jump through 100 hoops.

  Customer response

  09/19/2024

  Re: BBB Complaint ID *******************************.  
  
  I have already responded to this a couple of days ago. No, I have not had additional charges show up on my credit card in the last few weeks, and yes, I contacted my bank repeatedly, Gardner, Inc. about 5 times, and my credit card company about 4 times in trying week-after-week to get this mess resolved. The problem was NOT with either my bank or with my credit card company, it was strictly with Gardner, Inc. by their own admission. The reason that I no longer have charges showing up on my credit card is that, in utter frustration, I had to cancel the card altogether so that Gardner, Inc. could be prevented from charging me again and again and again with the same bogus charge every 8 calendar days. I had placed no new order with them whatsoever, and yet, every 8 days another $49.80 charge would appear on my card. I hope this time that im making myself clear.. the problem was only solved by me jumping through the many hoops of canceling my card altogether, contacting all legitimate creditors to alert them to the cancellation, and canceling all my scheduled payments on that card before rescheduling a whole new set of payments using another card number. Also, I had to remove that canceled card information from all creditors with whom Id established an account. In other words, the problem was not solved by Gardner, Inc. at all six weeks into this madness, so I had to solve it myself by shutting down the card and jumping through 100 hoops. As far as I know, Gardners billing system may still be attempting to charge me a bogus amount every 8 days even now. 

  Business response

  09/27/2024

  This should be considered resolved. The customer did cancel his card, however we internally were able to complete the invoicing that was causing the pending charges. 

  Customer response

  10/02/2024

  [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 accept the business's response to resolve this complaint. It is clearly a matter of too little, too late, but apparently if is at last resolved. This whole business went on for several months and required that I initially fix the problem by canceling my own credit card so that the card wouldnt keep getting erroneously charged anew every 8 calendar days. I had to cancel and reschedule every merchant with whom I was using this favorite card, because Gardner had not managed to put a stop to these incorrect, recurring charges after six weeks and me having to spend hour after hour of my time waiting to get through by phone to restate my problem. So, I acknowledge that Gardner now figures it has resolved the problem, but from my end of things, the problem was belatedly fixed by my abandoning my own favorite credit card, rescheduling everything associated with that card, and shutting down the irritating repeat charges each 8 days. Am I pleased? No. Do I accept that Gardner figures it has at last worked out the bugs in its own software that created the mess? Yes. Do I think this could have been handled much better than it was by Gardner, not requiring me to spend hours of my time, calling and speaking to person after person week after week and submitting all manner of proof that I was being charged in error? Oh, yes!
  
  Regards,
  
  Dusk ******

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Ryobi lawn mower parts on 6/7/24. After placing the order, no order number was provided or anything about the order. I have not received my parts. No one has ever answered the phone when I call customer service. There is no e-mail address provided. Every week my credit card is charged for the order amount and a credit for the same amount. This has happened now *********************************************************************************************************** even send an e-mail. Apparently this is a scam company.

  Business response

  09/04/2024

  We have been in contact with the complaintant. An explanation was provided to account for the multiple charge authorizations for merchandise awaiting shipment. As a resolve, merchandise that was available in stock was released and a final charge with invoice (includes shipping charge). No additional authorizations will happen for this portion of the order. Tracking #********************** with ****. The remaining order of quantity 2 (spool covers) is on back order. Once available the parts will ship and the cost has been covered by Gardner. No additional authorizations will occur for this activity. The customer indicated satisfaction and has direct contact with our **************** Director for further concerns. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the vacuum from ****** on April 2, 2024 with a one year factory warranty. On May 31 I contacted Gardner INC because the vacuum was not functioning. They did a troubleshooting over the phone and ordered a part for it. After more than a month waiting for the part I contacted Gardner again. They said they could not get the part and promised me to replace the vacuum for another new vacuum. The forms and documents they requested were all provided (I have all the emails with the documents and fotos attached to it. The file was too big to upload on BBB's site. I can email them if you give me your email address). I have sent the last documents that Gardner requested (pictures of the vacuum to prove I had cut the power cord, and picture of the serial number sticker) attached to an email I sent on July 19, 1:13 pm. Since then I have sent two follow up emails with no response. Since I first contacted Gardner (May 31) about this matter is has been 69 days.

  Business response

  09/23/2024

  In review of this matter it appears their was a delay due to a backorder with the manufacturer. The unit was shipped on 9/17 with a confirmed delivery via Fedex on 9/18. We do apologize for the inconvenience. 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Ryobi to order a replacement dust cup for our stick vacuum. They informed me I had to contact Gardner because they are the supplier of all their parts. I then attempted to contact Gardner numerous times. (They do not seem to have an actual individual customer support option). I finally entered wrong options hoping to get someone. After being on hold for over an hour, I was transferred to several different departments. It was the parts department that actually helped me that day. I placed the order after we confirmed several times which vacuum it was. (One model was made in China, the other in Taiwan). However, when the part arrived, it was NOT the right one. I went through the headache of calling again. Numerous times. I was eventually transferred to ***** ** who informed me it would be 30 days before they would even issue a return authorization code. For the record, my complaint number is: *********** It’s August. Still no return authorization code so of course no refund. Yes, I have called numerous times. Trying to get through the phone system is a joke. When I finally do get someone, they tell me I have to speak with *****. I have left messages for her with all the information. No return phone call or return authorization code. I really wanted this matter settled. We live on my husband’s small-fixed-income due to disabilities. My husband has been a faithful Ryobi customer for years. After dealing with this headache for so long, I am going to start looking for a brand that has better customer service. This is absolutely shameful. Customer: ***** Ticket: **********

  Business response

  08/05/2024

  In response to complaint ID********. The customer was issued a refund to the CC (*********** used on 7/31. Standard communication is to allow 7-10 days for the credit to appear which is dependent on bank processing. The part is not required to be returned therefore no return label has been sent. We have contacted the customer to advise of this information. Confirmation of refund is ******** for the amount of $39.10.

  Customer response

  08/09/2024

  It’s a sad shame that it had to come to this. I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Nov 5 2023 I placed order#******** for a total of $29.00 including tax and shipping. Part was shipped mid December. I then noticed I was billed $46.96 on my credit card. I reached out to their customer service dept and talked to ***** ******* on Dec. 28 and was informed in an email a credit for the difference was issued on their RMA# *********** and to expect the difference to be credited to my account within 30 days or sooner. Great right?? We'll I followed up Jan 22 as no credit had been received and was told ***** ******* no longer worked there as per ***** *********. After going through it all over again with ***** an multiple emails on Feb 8th he replied "******** was created for credit today. Please allow 10-15 business days" . Waited till Feb 26 and still no credit received. After a few more emails and a couple calls my last response from ***** on Mar 6th was "I sent your voicemails over to the team in charge of crediting back your account. Hopefully they resolve this for you soon." Needless to say this has been my worst customer service experience ever. The fact that they can almost double the price of an order without authorization and blow off multiple requests to resolve mistake is borderline criminal. I would love to have assistance in resolving this matter. Thanks in advance ***** ******* ###-###-#### **********************

  Business response

  03/25/2024

  *****, please accept our sincere apologize for the extra charges incurred during you transaction with us. No excuse, but we have been working through personal changes and incorporating a new business system. 

  Regardless your situation should have been taken care of in a timely manner. We have created a direct credit ******** to your card for $21.78, this should show up on your account within 7-10 business days. 

  If for some reason this does not occur, please reach out to us directly. 

  Thank You for your business and giving us the opportunity to rectify this. 

  Customer response

  03/25/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ordered part for ***** **** ***** totaling including shipping for $26.16 June 6, 2023. Six months later, on December 21, 2023, ******* charge my credit card $42.19 without contacting and explaining extra charge above $26.16. Called to return parts three times because no longer needed but they would not provide return authorization (RMA) number required . Finally, they provided RMA . Sent part back January 6, 2024 but six weeks later no credit on credit card. Called three times, placed on hold for over 1/2 hour, they discounted calls and today placed called, they answered and placed on hold for 30 minutes with no response from representative. After numerous calls, ******* will not refund $26.16 amount to credit card even though I sent part back. I want a refund of $26.16 because I returned part on January 6, 2024. The company address is: *******, Inc., **** *********** **., ******** , ** *****. Phone ###-###-####.

  Business response

  02/28/2024

  Mr. *****, please accept our apologize for the extended wait on your refund. It is our desire to process these as fast as possible. I have contacted our finance dept and you should be receiving a check for you refund any day. 

  Thank you for your business and we can be of any further assistance please reach out.

  Thank You 

  Customer response

  03/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:  My credit card has not been credited with the refund amount and I have not seen a check in the mail for refund amount after numerous calls and email exchanges from *******, Inc. during the past two months. 
  
  Regards,
  
  ****** *****

  Customer response

  03/25/2024

  Case: ********

  ******* sent refund check for $26.16 arriving at my address via USPS on March 16, 2024 after almost three months of phone calls and emails to ******* with excessive hold times of over 30 minutes on phone.  Excessive time to process returned items even though I met all of *******'s return process requirements in a timely manner.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  5/18/23 Filed warranty request online for Kenmore Intuition BU4021 purchased at ****** on 5/18/21. Included proof of purchase and photos showing broken hose on lower power unit. Received acknowledgement same day. Submission number **********  5/24/23 Called 877 number and agent said he did not handle warranty requests but would transfer me to the warranty section. Nothing but dead air. Waited ten minutes before hanging up. 5/26/23 Called 866 number and was told a new lower unit (roller bar) would be shipped UPS. but the units are on back order. 5/30/23 Received email from warranty section asking that I call an 866 number for assistance. 5/31/23 Called 866 number and was advised a unit will be shipped but they have not yet arrived as “ports are backed up.” No info on when units will be in stock. 7/10/23 Called 866 number. Told item is still on back order. Suggested that I wait another week and hopefully more information will be available. 7/27/23 Unit still on back order. Offered me new vacuum. Sent request form via email including proof of purchase and product label sticker. Did not send photo of cut power cord. Response was that I must show cut cord. Told them I did not wish to do that. Although I was unable to vacuum carpets, I could still use the Kenmore to vacuum my stairs. Was told they would not ship new vacuum without proof my unit was inoperable. Told them I was still in need of the lower power unit. I was told “If you want to continue to wait on the part that's fine.” Still no indication of when, or if, I will ever receive replacement unit. 7/30/23 Email received this morning stating “There is no time frame because we have none available at the moment. Parts can take up to months to get replaced.”

  Business response

  08/08/2023

  Here is the response I received from our Customer Service Manager regarding the situation:

  Spoke with Mr. *****.
  Very civil conversation, he is 86 years young and had his reasons for not wanting to cut the cord of his vac.
  Mr. ***** had no issues with any of the agents that he spoke with during the process of first trying to get a replacement power nozzle to his vac and then having the vac replaced.
  The sticky point was the cut cord.
  
  I have processed a vac replacement, order # ********. I provided this order # to Mr. ***** and stated that if his replacement unit has not arrived by this time next week to please give me a call.
  
  Mr. ***** has even agreed to cut the cord of his original vac once the replacement arrives. Because of his advanced age he said he had no desire to keep additional clutter around his house so the original vac, cut cord and all will be disposed of in the proper manner in short order.
  

  Customer response

  08/08/2023

  I accept the business's response to resolve this complaint. Replacement vac was received two days after speaking with Mr. ****.

  
  Regards,
  
  ***** *****

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/14/22 items purchase ****** pressure washer 2/7/23 items was diagnosed This company has different list for the pressure washer to be worked on. There is a list for shops to work on the pump and there is a list of shops to work on the motor. Being that the engine is from ***** on LT he shops on there lost are ***** certify mechanics. If they are not ***** certify mechanics it voids my warranty with *****. ***** turf is the shop they told me to go to and solely responsible to work on the pump the mechanic for whatever reason and without my knowledge decided to take the engine apart to diagnose it. He reported to Gardner his finding of no oil or minimum oil therefor cause the engine to lock. I checked the oil and stated it’s impossible that this would happen. Since I did not want to continue service with ***** turf they did not put the item back together rather gave them to me in pieces. I called Gardner they stated they will jot warranty the item base on the findings I complaint to them that the individual was not a certify ***** mechanic and tampered with my motor therefor voided my warranty with *****. Supervisor jasmine gets irritated and stated to me nothing we can do. If you have two list of shops it is for a reason I am requesting my item to be replace at no cost to me due to them giving me false information.

  Business response

  04/04/2023

  Below are the results from our research regarding this complaint:

  This matter has been fully researched and has involved multiple parties from each entity (Gardner, *****, *****, FNA)

  ***** is an authorized FNA service center for warranties
  ***** is a ***** Certified dealer (certified tech on staff)
  Unit was accurately diagnosed as "operated w/ limited lubricant" (no oil)
  Repair of such is not covered under the warranty
  Cost for reassembly is not covered by manufacturer
  Customer may take unit to another local ASC for diagnosis/repair/re-assembly (not covered under warranty, out of pocket expense)
  
  

• Initial Complaint

  01/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  scam warning: once ordered and they have your card number they will charge you, period, even if on back order and YOU CAN NOT CANCEL. On Sept 28, 2022 I ordered parts for my weedeater and they were on back order Order #******** for $21.83. I got tired of waiting so on or about Nov 29,2022I called. They said a truck had just come in and my parts might be on it. I told them I was no longer wanting it and to cancel the order then, just in case I needed proof, I also immediately sent an email canceling. The parts shipped anyway the next day. I had the delivery returned to sender while in mid shipment. I was charged a 20% restocking fee and shipping cost. So they got to basically charge me the over priced shipping charge and a 20% restocking fee. I am currently disputing the illegitimate charge. If I had canceled after shipping it would be different. I don't pay to unload their truck. I received a partial refund. I WANT A FULL REFUND.

  Business response

  01/24/2023

  In regards to Complaint #********:

   Below is the account of events involving this customer's transaction:

  Sept. 28, 22: Customer placed order on website. Parts were on backorder at the time.

  Our records show the customer attempted to contact a representative about the status of their order.

  Nov. 28, 22: Order was printed

  Nov. 30, 22: Order was shipped. Customer called and requested to cancel the order.

   The customer will be refunded the remaining amount to cover the shipping/handling and restock fee that they were charged.

  Customer response

  01/27/2023

  I accept the business's response to resolve this complaint.
  

*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. ↩