Why did my mower ship without a battery or charger?

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My 21 inch self propelled mower arrived without a battery or charger. No one answers when you call the customer service line. I had to call home depot to place a missing parts order but still have not heard from ego if they are shipping me my parts soon. I waited 10 days for the delivery, my grass is really long. I need this fixed soon!
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Tim Ratermann

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Posted 3 years ago

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Terry Nelms

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My understanding is that the charger and battery are now shipped in separate boxes from the mower for the 21" self propelled.  Some kind of weight restrictions and/or battery restrictions for hazordous materials.  Mine came all in one box but I have seen that this changed recently.  If you had it shipped to store you should go back and have them search for the other 2 boxes.  They don't even seem to know that it comes that way now. If it was shipped to your house Home Depot will need to give you tracking numbers for the other 2 boxes and/or make sure they shipped.
(Edited)
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Tim Ratermann

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I got it delivered to my house, they only provided one tracking number. The home depot rep called ups and they said there were no other packages in route. I can't believe no one at ego can answer the customer service line for days? It's rediculious.i have a feeling I'm getting ripped off by this company.
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Jacob

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why EGO isn't answering, i dont know. But this whole multiple shipment thing has caused a lot of problems. EGO ANSWER THE PHONE. Your not getting ripped off. They are just under staffed. This year has been busy for them. Good for us, really. Means more products in the future. Can you leave a message? If so and they arent returning your call, well, thats just NOT OK.
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Tim Ratermann

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Yes, home depot customer rep left a message and so did I. It is never a good thing to ignore customers that are spending hundreds of dollars on your products. Especially in the age of internet comments and ratings and Twitter and Facebook ect. Ect.
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Jacob

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This new shipping thing sucks. AAHHHHH. Always something new. EGO made an announcement about this.. but still sucks.
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Matthew Kreuter

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Same thing happened to me today.  It's all good and fine but why this isn't common knowledge to everyone involved, I do not know.
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Terry Nelms

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Yep, separating the boxes seems to have caused a lot of confusion.  I don't know all their reasons for doing so, just hearsey.  It appears I have been fortunate up this this point as I have not needed to call customer service yet.  Your complaint is definitely one that is heard often in the community.  It's after hours for them now but they should answer 10am-6pm EST Sat & Sun, 8:30am-8:00pm M-F.  Their lines seem to be often busy though.  Maybe Jennifer VandeWater can help you out when she checks in Monday.
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Blue Angel, Champion

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Tim, check out this conversation:

https://community.egopowerplus.com/eg...

There are a few detailed posts in there describing the process some people have been going through with this whole multiple shipment thing. You may find it helpful.

My understanding is that UPS changed their shipping policies for some heavy packages, and to meet the new requirements the battery and charger need to be sent separately. I get the feeling this is something that took both Ego and Home Depot by surprise since there seems to be a lot of confusion and poor communication to the customer.
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Dan Cohn

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I just had something similar happen (and I just posted this in another thread).  After ordering online through HD and waiting nearly two weeks while my order was "being processed," I finally got a shipment notification.  Once it was delivered, and after driving more than an hour to pick up the package and get it home, I find that there is no battery in the box.  Thinking that I must have missed a package, I drove another round-trip to see if another box was waiting ... and no.  So I've wasted two hours and gallons of gas.  HD has no idea what to do, and can only submit a replacement part request to Ego.  And now, I've been sitting on hold for about an hour waiting to talk to someone at Ego, but no one is answering, despite the fact that this website says their customer services is available on Sundays.  

Meanwhile, I've paid about $650 dollars (including tax), I've waited for weeks, I have a beautiful green and black paperweight in my garage but I still can't cut my grass.  It's fathers day and I'm having the in-laws over ... and now my grass looks terrible.  It may seem like a little thing, but it's embarrassing.  Not happy.  If there are issues, communicate with your customers so they can make plans in advance.  

I want to love this lawn mower, and I'm sure I will once these issues are resolved.  In the meantime, though, all I can do blame Ego to my guests.  I don't want to do that, and I didn't want to write this review ... but what else can I do?
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Tim Ratermann

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Absolutely terrible customer service. These mowers are not cheap and communication is so simple and easy. My crappy cable company has better customer service than this. This company will not be around for long.
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Jacob

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Im pretty sure they will be around for a long time. Its just a hiccup. They sold more product than they thought they would. This is a good thing. Well in the end it is. The more they make, the more tools we get.
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David Cline

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No doubt that this shipping change needs to be better communicated or it's going to end up costing Ego a LOT more than whatever the shipping price increase would have been. This is the flagship product, any service failures will have repercussions in sales throughout the product line.

The fact that this ships in 2 cartons should be in bold on the product description on both Home Depot's and Ego's site. It should also be a banner on every page on Ego's main site and community site. And the first thing on the outgoing message when someone calls Ego support. And in the autoreply when someone emails.

The box needs to have an insert INSIDE clearly explaining that the battery and charger shipped separately and may arrive at a different time.

The outside needs to have about 8 bright yellow labels indicating that this is "CARTON 1 OF 2" and that the battery and charger will arrive under a different tracking number and may be delivered on a different date.

Bonus points if you can somehow get the battery tracking number on the mower box and mower tracking number on the battery box when they ship.

There is no such thing as too much communication here.
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Dan Cohn

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At the very least, Home Depot's shipping notification needs to tell you that there is a second package coming (if that is indeed the case), and that it may come from a different location at a different time.  As a HD customer, all I know is that I got one email saying that my order had shipped, and when I went to pick up the package, it wasn't complete.  I don't know if HD's system can't handle something like that, or if this change is so recent that HD's system hasn't been updated yet.

All I know is I've wasted 2 hours of my time driving around, and another hour in total on hold (which, by the way, kicks you to voicemail after 30 minutes of being on hold).  It took additional internet research for me to have any idea what's going on.  That just shouldn't be the case.

I'm still excited to get the battery/charger and get this lawn mower working.  I suspect it's going to be great.  The problem is my time that has been wasted.  I don't get a lot of downtime, and when someone wastes it without any explanation, I get upset.
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Blue Angel, Champion

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Can't blame you, Dan. I'd be upset too.
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Jacob

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Nope. I'd be pissed too.
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Colin deLeyer

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I have had the same problem and just called EGO's customer service line. I was, from the sound of it, lucky to talk to someone. The representative said they are able to provide a tracking number for the battery and charger if you can give them the "product order number." I didn't have it handy so I didn't even think it ask what, exactly, a product order number is..the order number (from HD)? The SKU #? The Model #?
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David Cline

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I would interpret "product order number" as the Home Depot order number.
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Sam

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I have the same situation here! They said the battery and charger will be shipped in one box. It is already close to two weeks, I just check ups, it is shipped out...

Just contact Home Depot to ask for the tracking number of battery! Then wait...
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Colin deLeyer

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I contacted HD to inquire as to when I could expect the second package. The online rep gave me the number to EGO's customer service line. They essentially passed me off to EGO and said, "Not our problem."
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Sam

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Call again! Another person may assist you and call ego for you to ask for the shipping situation.
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Dan Cohn

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Following up on my earlier post, I got through to EGO today after a few minutes on hold.  The rep confirmed that the charger and battery now ship in a separate box, and will generally arrive a day or two later.  He said he could request a tracking number from the warehouse if I gave him my HD order number, but that the second package would probably be delivered before he got a response from them.  So now I wait.  

Would have been good to know, but I'm happy nevertheless.
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Tim Ratermann

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Dave, they have over$600 of my money and I don't have my product and I'm calling them at their specified hours. I have also submitted emails with no response. I agree my phrasing was poor in my last comment but I should not have to bend over backwards to get the product that I have already paid for.
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David Cline

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Ego actually has about the best customer service of any company I've ever had to call. They are just swamped—having the top-rated electric push mower, self-propelled mower, blower, and string trimmer pushed demand higher than anyone at Ego seems to have considered.

I do know for sure that Ego immediately staffed up in their call center when they realized they couldn't keep up earlier this season, but that also comes with training and new hire (or temp placement) issues.

Ego is definitely not a scam or some fly-by-night company with lousy service, just a young brand having some temporary growing pains from the recent excessively high demand for their very good products.
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Tim Ratermann

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Their customer service reps can't even access the orders in their system. The company is not new, they have been around for at least a couple years. Long enough to have a decent process in place to respond to the people that give them the money that keeps them in business.
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David Cline

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Home Depot orders are not fulfilled by Ego directly. Inventory is stored and shipped by a separate 3PL company.
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Jennifer VandeWater, Community Manager

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Hi Tim,. we'll be reaching out to you via email. It looks like the PO #  you sent doesn't correspond with the warehouse so we couldn't track your shipment.  Please keep an eye out for our email.  We actually tried to call you yesterday and there was no voicemail box to leave a message.

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