Ryobi Tools UK Reviews

Edit: I'm going to leave my original review up. People should be aware of that experience. However, after a response on Trustpilot to my 1 star review I have to give credit where credit is due. I was asked to call to try to resolve my issue and I did so with an expectation of more of the same frustration. I was wrong. Louise and James bent over backwards to make the situation right and I'm happy with the outcome. I've amended to 4 stars as the initial mess can't be ignored, but there is hope that the service from Ryobi can now match the pretty decent products they sell. It seems changes are afoot to slicken up the customer service and so far so good. Previous review: Incredibly disappointing. I have owned a few Ryobi tools and they have been really very good. However the customer experience on the most recent product I bought and for the first time directly from Ryobi was a mess. First use of their 12V sprayer only two weeks after purchase it performed really well, but one of the backpack clips broke. Not a huge drama, but it wouldn't then stay secured safely rendering the product unusable. I contacted their customer services that day with the information and asking rather than returning and replacing the whole unit whether I could have just a new strap or even just the clip. Better for them and better for me. I then waited. And waited. Nothing. No response. Just completely ignored. Two weeks later I raised a new ticket referencing that I had been waiting two weeks to which I did get a reply. I submitted the required photos etc and asked for the strap or clip. This dragged on with for around four weeks in total. I had one reply asking me to clarify if I wanted a replacement or refund (so clearly not read my email) and the four weeks included ten days of silence before I reminded them I was still again awaiting a reply. Eventually they did send the strap. However after using the item only once, being ignored twice, having to contact them 6 or 7 times, missing out on a month's usage, missing the season to use the item and then watching the price drop £50 in the end of season sale I asked to make a complaint about how the warranty claim had been handled. Guess what? I was ignored. AGAIN! I've chased it up since. And shocker I was ignored. For the FOURTH time now. Ryobi products actually aren't too bad, but my experience now is that if there IS a problem the company just don't seem to care. Which makes me think twice. This really is a shame as an acceptable level of customer service would make them an excellent company to buy from.

Very efficient Customer Service resolution of tool issue. Thank you. Note to get the advertised 3 year warranty you have to REGISTER EVERY single item within 30 days of Purchase. On line Warranty registration is VERY Obstructive & Confusing, also if you buy direct from RYOBI why should you have to add proof of PURCHASE, they already have this info. No a good process