ComplaintsforCanary Outdoor Power Equipment

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/2021 I bought a BRAND new Husqvarna weed eater $192 along with a brand new Cub cadet lawn mower $2,700 for the bundle. I used the weed eater a handful of times. When using it sounded bogged down and wouldn't start. I took it up to Canary before the end of summer 2021. They blew it out and got it started again I took it back home tried to use it another day and wouldn't start I borrowed a friend's weed eater to get through. I took my weed eater up to them middle of May 2022. They said they would call me the next day. I waited 2 weeks and never heard anything. I called up there they told me they hadn't touched it yet they will get to it asap. I waited another week and never heard anything. On 6/1/2022 I went to Canary's store I walked in the mother/owner was in her office on the phone there were 3 employees behind the service desk. The young boy asked if he could help me I asked about the weed eater. The older mechanic said the one you bought last year I said yes. He said I'll get to it here in a minute I said just go ahead and give it back to me now. He stormed off into the back and I started to tell the young employees about my issue but stopped and I asked if there was an owner or manager around. From a back office I hear "I'm back here KAREN!" I popped my head around the corner and said for one my name isn't Karen I spent $2700 here and you won't work on the problem. I told him not to call me that he said "I'll call you whatever I want while you're in my building until you leave!" I Told him I would never do business there again he said "Good less **** I have to work on" **** the owner was very UNPROFESSIONAL. He was rude, hateful, aggressive. I felt like he was trying to intimidate and bully me. My weed eater doesn't run they had 3 weeks to just look at it and couldn't even do that. It's still broke and now I don't trust Canary to even touch my equipment anymore after the way I was talked to by him. So I still have a weed eater that doesn't work.

  Business response

  07/20/2022

  Business Response First of all, there were 2 employees behind the service desk, not 3, one which was a mechanic looking up parts for a mower he was working on. The lady asked about her weedeater when the younger employee asked if he could help her. The mechanic said he would get to it right away but the lady said just give it back to me now. The younger sales person offered to get it fixed but she wouldn't listen & yelled for a manager. He tried to offer to help & apologized for being short-handed in peak season but again she yelled for a manager. That is when I said " back here, Karen" since I was in my office. I know I responded poorly, but it was only after this lady started making a scene in our showroom. Please understand, I rarely ever get openly upset with a customer, but this lady was being unfair to our people and unreasonable in general. In the spring of the year, 3 weeks is not an abnormal time to wait for a trimmer to be fixed. We are still willing to fix the trimmer but we cannot put anyone in front of those who were here before them. Our reputation has always been one of fairness and honesty. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I DO NOT trust you to work on anything after the way you puffed up at me and screamed at me just because I'm a woman. Just because a customer has a problem that doesn't mean they are a Karen asking for a manager because a 16 year old kid isn't going to be able to fix the issue. You lied to me multiple times and gave me the run around. I DID NOT demand, scream, holler or cause a scene to get a manager since you've said this multiple times about having a video of me I'd love to see that. I feel like I've been patient enough. I dropped the weed eater off on 5/9/2022 said you would call the next day I waited 2 weeks and called. Still hadn't touched it I waited another week again. then went to the store. I understand you're busy I get that but don't tell a customer one thing and then never do it. You have very poor customer service you don't puff up throw your arms on a desk and tell a "karen" you'll call them anything you ******* want while in you're building. You're rude, hateful and sexist. Consumer Response I DO NOT feel comfortable or trust you to work on my equipment after the way you treated me at your store on 6/1/2022. I'll give you the weed eater back if you will exchange or refund me. Business Response At this point, we have devoted far too much time into he said/she said. This process just doesn't seem fair to us. She can say anything and seems to just get the benefit of the doubt. All the while, we have been bending over backwards to make it right for her. And we are definitely not sexist. That comment is highly offensive. We have hundreds of female customers who are very happy with us and continue doing business with us. We, also, employ several ladies and have now for years. Even still, We will refund Ms. **** her money for the trimmer, so long as she brings it back undamaged. We just need to get this behind us. It's really unfair to our company, though, because she has been very dishonest in her representation of the events that occurred. With that in mind, we are not comfortable doing business with Ms. **** in the future. In one last effort to be helpful, these are some local dealers that she can use for service going forward. ******** Outdoor Power - ********** KY ********* Outdoor Power - **** ***** IN

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