Country Home Products

Purchased a DR Pilot Leaf & Lawn Vacuum in August 2017. It was shipped without a deck adapter. I called CS and they sent me the wrong deck adapter. Called again and they sent me the correct one. The deck adapter is very difficult to configure and CS is of little help..After the 4th use, the inlet hose split. DR tech said I would have to buy a new hose. The unit is very awkward to use. It is heavy, hard to connect and disconnect from the lawn tractor. Prior to having purchased this unit, I used a *** BR 600 backpack blower. In my opinion the *** unit does a better job in less time.

I placed a credit card order over $1,500 10 days later I find out it was canclled because they can't ship a refurb. Product to Canada because it had fuel in,, fine. No e-mail, no call. When I do follow up 10 days later in email, I'm e-mailed back and said just send a new unit you have my information. NO GO. I'm told to call customer service. So I try that and spend too long on hold and had to go. So I e-mail back and request a call and did get a call back which I could not take as I'm in a safety sensitive position and the caller could not even bother to leave a message. NOT A COMPANY I WAN'T TO DO BUSINESS WITH. If this is how it's going to be and theres an issue who wants to deal with a company that doesnt value its customers.

I title this complaint: "Deceptive Advertising, Lies and Empty Promises".
In July 2017, having seen countless ads for DR Power Mowers and owning a farm with out-of-control weeds, I decided to purchase a NEW Pro XL-30 Field and Brush Mower. I spoke with "***" in customer service who answered my questions satisfactorily, and I felt this was a company with which I could do business. I visited the DR website and noticed the mower was on "sale" and the sale was expiring at midnight that day (July 27). Plus, the website said "Ships in 1 to 2 business days" which to me meant it would be shipped by July 31st (2 business days from the order/purchase date) at the LATEST and I'd get it within a week and be attacking the brush and weeds later that day. So, I ordered one, along with a "maintenance meter" and their "3-year extended warranty". Because of the distance from my home to the designated trucking depot (over 60 miles) and having no way to unload it if I picked it up, I paid the extra fee for "residential liftgate service". I printed the purchase confirmation for Order #*** and subsequently received a confirmation email for the purchases.
A week later, on August 3rd or 4th, when I had not heard a peep from "Country Home Products" nor received any shipping notifications about the mower, I called their 800 number for an update. I did not record the woman's name with whom I spoke, but since the company's automated operator says calls will be monitored and recorded I figure the company can determine it. When I asked why I hadn't received my mower yet, her response was that it was still being assembled and was scheduled to ship in "11 to 15 business days" after order. I pointed out the website and purchase confirmation indicated "1 to 2 business days"; her response was just that the website was "out of date" and that the mowers were not "stocked" for prompt delivery. She offered an "extra brush blade" as some method of resolution but I stated the blade would do me no good without the mower. In retrospect, I should have cancelled the entire order right then and there, but I still needed the mower.
On Aug 10 I received the Shipping Notification that the mower was shipped on Aug 9th. The driver called me on Aug 11 to schedule final delivery. When he arrived, his truck did NOT have a liftgate. He said he could slide the pallet to the ground with some assistance from me. I was concerned that it would be damaged in the 4-foot drop from the truck to the ground but it looked to be well-attached to the pallet so I said OK. Once it was on the ground there wasn't any apparent damage so I signed the shipping invoice.
I am a disabled veteran. Part of my disability is due to injuries to both shoulders received as a result of a bombing of my last ship. The VA doctors tell me not to absorb any heavy weights on either shoulder. Assisting the driver with lowering the pallet to the ground really aggravated the injuries, and my shoulders are still sore today (Sep 2), three weeks later. So much for "liftgate" service.
I found the owners manual in a prominent location and read it, but it only discussed assembly and operation, NOT unpacking. So I cut the tie wraps and removed the strap and moved the mower off the pallet. Only then did I notice the "Packing List" which was adhered to the cardboard UNDER the mower (would have been nice to have that included with the owner's manual). Assembly of the mower was perfectly described and went without a hitch. I proceeded to the break-in and operation part. The mower started on the first turn of the key and settled out to a nice purr, and I thought I was in business!
I moved the mower to my field to perform the "burnish the brakes" part of the break-in. With the mower in 2nd gear I squeezed the brake handles. The left brake grabbed and spun the mower to the left - the right brake never engaged. I tried it again with the same result. When I looked at the right brake, I noticed the caliper was not even attached to the mounting bracket much less being in contact with the rotor. I moved the mower back to my shed, jacked it up and removed the right wheel. The rotor was bent as was the caliper mounting bracket. The mounting bolts were nonexistent. I looked at the left brake assembly for comparison and again wished I had cancelled the order. Apparently, DR failed to complete proper assembly of the right brake before shipping it out. I took several photos of the damage. I determined what parts were missing (two bolts, FOUR female washers, and two male washers - ALL of the attaching hardware for the caliper assembly). I called Customer Service to complain and to order parts. Additionally the caliper and mounting bracket needed to be replaced. I was told the "male washers" were out of stock but some were expected in on the 15th and would be sent out "that day". The other items were in stock and would me sent out on the 12th. Those parts arrived on Aug 19, but I could do nothing without the two male washers. THOSE washers were delivered on Aug 26th. That night I began to reassemble the right brake - and noticed that I had been sent only TWO female washers, not the FOUR required for proper assembly. "Customer Service - Parts" was closed (of course) so I had to wait until Aug 28 to call. The representative I spoke with agreed that I should have been sent FOUR female washers on the first order. He stated that he would "send them by Priority Mail" the next day so I'd have them by the 30th or 31st. On Aug 30, I received a Shipping Notification from *** indicating an expected delivery date of Sep 6. So much for Priority Mail.

As an original owner of a *** Mower purchased over 20 years ago, I was notified of a special sale for original owners where I would get $200 off the price of a new machine and free shipping if I order by July 27. I had recently broken my ankle severely and can put no weight on it so I was not in a position to order at that time because I would not be healed until Sept 10. Since I am 75 and my wife is 72 and we live alone in the country, I could not have it delivered before Sept 10 and have her try to unload it. I contacted the company on July 26 on their "Contact Us" location on the website. I explained by situation and asked if I could be granted an exception for medical reasons and place my order on Sept 10. When I submitted my message, the screen said it was received and I would get a response in 2 business days. When no response was received by the 5th business day I called on Aug 3 and explained my situation. I was put on hold and then told that the offer would be honored if I ordered by 11:30 AM on the next day, Aug 4. Obviously no one read my original request wherein I explained how an order would be impossible before Sept. 10. I was disappointed by the lack of compassion (as a 2 time Vietnam vet I have seen this before) and would also like to complain about the lack of a 2 day response as promised. I have purchased 3 machines from this company and expected a little more understanding for a loyal customer.

We bought a DR Power K10 electric log splitter. Unit worked fine for a while, then started falling apart. We requested and received a warranty replacement, which started falling apart almost immediately. We then requested a full refund, which DR Power agreed to. DR Power would not send appropriate return packaging, so we built a shipping crate at our expense. *** picked up the crate on June 30, 2017. According to tracking number ***, the unit is in VT with the status "We're attempting to verify the package location. / Claim issued." DR Power has assured us they would expedite our refund and deal with *** directly. We still have not received the refund and we are concerned. Expected refund amount is $599.99. We are requesting full amount without regard to shipping, as we had to build a heavy-duty shipping crate at our expense and DR Power does not appear to be handling this in a timely manner.

We ordered $1500 worth of weed trimmer products in mid-May, 2017, which arrived damaged. We returned it, and received a replacement, which was also damaged. We returned this replacement on 6/21/17 via *** and asked for a refund, which was promised in late June, 2017. This has not been received, despite several follow up phone calls (7/3/17; 7/17/17; 7/19/17) and repeated promises by Country Home Products. During the last phone call on 7/19/17 I spoke to a supervisor who promised that a refund check would be sent that day for overnight delivery; this has not been received as of 7/21/17. I would like both an immediate refund and a written apology for the very poor customer service.

Almost new engine failure, they won't do anything about. Stay away

I ordered almost $800 of product from them because I have a weed control problem and our local fire marshal will fine me if the weeds are not cut down. I waited over two weeks for the product when it said 3-5 days delivery. when I finally called to find out where my order was, THEY TOLD ME THEY CANCELLED MY ORDER because it was being shipped to a different location. NO ONE CALLED or emailed me to tell me this, I have confirmation emails all telling me it's coming and then NOTHING FOR TWO WEEKS!!!!!!!!! I had to hire people to do the work so I wouldn't get into trouble with the fire marshal. this is rude and unacceptable, they had all my phone numbers and email address, common curtsy dictates different behavior!!!!!!