Troy-Bilt Reviews

Ordered a part online and their system said it would fit my equipment. It didn't. The return process here is terrible. Started out talking to a technician who was helpful and found the correct part for me, then got transferred to customer service. That's where things went south. The rep acted like I'd made the mistake by ordering the wrong item and refused to email me a return shipping label. Now I'm stuck paying to send it back myself. When I complained about that, he just hung up on me. Won't be ordering parts from them again.

Picked up a new Troy-bilt mower when our ten year old one finally quit. After just ten minutes of use, parts started falling apart. The front and rear wheel assemblies are attached with cheap plastic clips that popped off at the first bump and got damaged. I contacted their customer service expecting help, but they refused to honor the warranty or help with replacement pieces. They claimed that because I bought it from an internet retailer that isn't one of their official distributors, they wouldn't assist, even though it's a brand new product with their name on it. I work in equipment manufacturing myself, and we help our customers no matter where they buy from. This company should be ashamed. I won't be purchasing their equipment anymore.

Placed an order for snowblower parts and paid for them online, but the confirmation email never showed up. Tried calling the company multiple times and only got automated responses, transfers to hold, and then disconnections. Haven't heard back from anyone via email either. No matter what approach I take, there's no way to reach customer support or check on where my order is.

I was really thrilled about getting my brand new lawn mower for my new house. It arrived on schedule, but the driver just mentioned some parts were underneath and didn't help with anything else. Only after an hour of unpacking did I discover the seat, keys, wheels, and possibly other items were missing. I tried contacting support only to find out they don't work weekends. When I called Monday morning and explained the situation, I expected an apology or some sympathy for the inconvenience. Instead, the agent said this happens regularly and parts occasionally ship separately. When I asked what could be done about it, nothing was offered. I requested a manager and learned I'd need to wait 24 to 48 hours for a response. That's when it hit me that their customer service doesn't match their pricing. I immediately requested a refund and a pickup of the incomplete shipment. Even after calling back to double check I wasn't missing anything, no one mentioned any costs I might have to cover.

Got stuck dealing with automatic no-reply messages about my shipment. Had to jump through hoops with their shipping partner, which kept pushing back my delivery date from March 31st to April 1st to April 2nd. Then on the 2nd, they claimed it was already delivered on the 31st. There's no package here. The UPS system says I can't file a claim. Their support is just a useless automated chat. I called their 800 number on April 3rd and was told it was still out for delivery, but the post office said it had been delivered. The Troy-bilt rep refused to either refund my money or escalate the issue.