Review Time
We have purchased DR Power Equipment several times during the past 25 years. Our splitter and chipper have lasted and worked very well for us -- and are still going after about 25 years each. We just purchased a DR Walk Behind Mower directly from DR. Curt was our salesperson -- he was extremely knowledgeable and able answer every question, as well as help ensure the mower arrives when it best meets our schedule.
I am extremely disappointed with my experience. I ordered a leaf vacuum in October for my home in the Northeast, expecting to handle the typical fall leaves. However, my billing address is in Florida, and that's where the machine was shipped. It's currently sitting on the pallet at my front door—definitely not where I needed it. There are no leaves to vacuum in Florida, and I doubt it works on palm fronds. I contacted the support team within 24 hours of receiving confirmation to correct the address issue, but received no response initially. After a follow-up, I learned that the machine was already on the truck and they would inform the carrier to reroute it to my home in the Northeast. I didn't think that would be a major issue, although I expected to incur extra charges. Now, over a month later, the vacuum is still at my doorstep in Florida, and I've received no response, resolution, or apology.
I am deeply disappointed with my experience. I ordered a leaf vacuum in October for my home in the Northeast, expecting to manage the usual fall leaves. However, my billing address is in Florida, which is where the machine was shipped. It's currently just sitting at my front door—definitely not where I needed it. There are no leaves to vacuum in Florida, and I'm not sure it works on palm fronds. I reached out to the support team within 24 hours of getting confirmation to fix the address issue, but I didn't get a response at first. After following up, I was told that the machine was already on the truck and they would inform the carrier to reroute it to my home in the Northeast. I didn't think that would be a big deal, although I anticipated extra charges. Now, over a month later, the vacuum is still at my doorstep in Florida, and I've received no response, resolution, or apology.
I would give zero stars if I could. I ordered parts for my leaf vacuum on September 8, and they promised 3-6 days for shipping! Today is November 22, and I still have no parts. I've called customer service at least five times, and I get a different story each time. The last promise was for a shipping date of the 21st. Just avoid this equipment altogether! Terrible service! Poor build quality! Parts are unavailable!
The product is decent; I have a pull-behind leaf vacuum, and the engine has been reliable after a few seasons. However, the company struggles with business management. Shipping delays have been a constant issue since I first ordered years ago, and most recently when I ordered a replacement part that was in stock. My order will take around 2.5 weeks just to ship, followed by another 4-6 days for delivery. This amounts to nearly a month for a simple part. From a customer's viewpoint, this is a terrible experience and negatively impacts the company's reputation. This issue affects customer satisfaction and support needs. What if the part is essential for my machine? Your delays hinder maintenance around my home. Please improve your delivery processes or find someone who can manage it effectively.
Customer service is lacking, and that's putting it mildly. The equipment is fine until you need parts or service, then it's a hassle. I waited over 30 minutes on hold twice, and no one ever answered. I'm selling my equipment. Don't waste your time with this company.
I purchased an $800 trimmer along with a $125 head. The head functioned for 30 minutes before a spring popped out. A trimmer without a head is useless. They wanted $91 for a warranty replacement on a $125 part, and the warranty lasts only 90 days! DO NOT BUY!!! I've been waiting four days for a callback to return it, and I doubt I'll hear back. The last customer service representative I spoke to hung up on me. This is one of the least professional companies I've ever dealt with. Huge mistake. Again...DO NOT BUY!!!
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