DR Power Equipment

I purchased a DR push trimmer and it has had intermittent stalling issues ever since new. Come to find out, it was disassembled improperly at the factory and a gasket shifted out of place and was pinched, causing a leak at the carburetor.

I did not bother to file a warranty claim and just ordered the replacement gasket from DRs website. This was about a month ago and I still have not received it. I spoke with a service representative 2 weeks ago and was told that my order was going to be upgraded to expedited shipping and it would be shipped out on 8/21. As of yesterday, it still has not shipped out and when I called the company again, they told me that the new shipping date is 9/9.

Are you kidding me? The customer service of this company is absolutely terrible.

Judging my the countless other recent 1 star reviews on Google and everywhere else, it is apparent that DR Power Equipment is going downhill. I really dont know how this company is still in business.
Stay away!!!

Tried ordering equipment. Probably dodged a bullet when my CC flagged as the "wrong" address.

CC by the way is not new--and has been used the whole time to order from other places of business, without a single hitch. This is the first problem encountered with it.

There seems to be zero cooperation and communication between the departments, and zero will in resolving issues. This is SALES even, not after-the-fact service.

I feel for the poor CS reps, it is abundantly clear management does not support them. Have yet to get the same story twice; received promises and no-one followed up.

NOT what I expected when ordering nearly 10K of equipment.

I expected follow-through, I expected someone to contact me ASAP about any issue encountered so that it could be resolved.

Also expected that when CS failed to follow through, someone higher up would come up with a plan for how to make it right.

What a business does when something goes wrong is everything.

So far all I have encountered are promises of follow-up, which never materialize, conflicting information (accounting will call you back today / accounting never speaks to any customer), (management will call you back today / we just cannot do anything-your info is wrong).

There are multiple CS assigned to an order, their whole process seems random. No-one are aware of prior correspondence, and nobody addresses the information & questions raised in it.

I tried hard--too hard--to get their equipment, as their older equipment reviews are great, and they alone form the gap between urban residential and farming equipment.

They were bought by a much larger company which could explain some of this. Prior reviews were stellar--the last year on BBB tells a very different story.

DR needs to get a handle on their chaotic process.

I never got a chance to find out how their equipment works.

At this point I'm going to their competitor. You can only fight for so long to get someone to sell you their product.