Complaints

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Fiskars pruners from the ********** approximately 5 years ago. The pruners came with a lifetime warranty. The pruners now have ragged edges and are not clean cutting the plant stems.. They are unusable. I filled out the warranty on Fiskars website and included pictures. I contacted them a few moths ago and never received a response. I decided to try again. This time I received an automated response with a case # that said it would take ***** days before someone got back to me. I need the pruners now not the end of the summer. Reading their website and other complaints, it appears that the warranty only covers manufactures defects. This was not stated on their products. Only a large LIFETIME WARRANTY. They made it seem as if anything goes wrong with the tool, they would replace it.. Clearly false advertising. I was assigned Case Number: ********

  Business response

  06/14/2022

  We received the claim on 6/11/2022, we are a little behind due to our busy season, a replacement order has been processed for a new unit to be sent.  I have requested it to be shipped ASAP.

  once the order ships email will be sent out with carrier and tracking information.

  Customer response

  06/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have a Fiskars product that has failed. I filed a warranty claim with them using their online system. I got confirmation of the claim stating I would receive a replacement in about 14 days. I have not received anything from them in over 30 days now. I have emailed them repeatedly with no response. The phone number they have listed for contact is usless as all you get is a recording to email them. Their case number for this claim is ********. I need resolution to this issue. If they are not going to replace the tool I need to know now. There are competitive products I can purchase and get on with my life if they are not going resolve this isssue. I think this is very poor customer service on their part. *********************

  Business response

  06/14/2022

  I have checked into this and we received their claim on 5/14/22.  We are a little behind due to our busy season.  This claim has been processed for a new unit to be sent out.  I have requested for this to be shipped ASAP.

  Once the order ships an email will be sent out with carrier and tracking information.  thanks ***** ******** Services Supervisor.

  Customer response

  06/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]My original contact with Fiskars was 5-12-22 not 5-14-22 as they report. It is unacceptable for them to not respond to email inquiries about claims. I will wait and see how long it takes to receive the replacement item before I close this complaint. Over 1 month now and waiting. ******
  
  Regards,
  
  ***********************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2 Fiskars tools advertised with a lifetime warranty. Both tools broke/ had defects. I tried contacting Fiskars via the phone but got a message saying they are not taking calls for warranty related matters and that all claims must be e filed. As instructed, on 1/12/22 I e-filed my warranty claim with Fiskars. I included a description of the problem, pictures, and proof of purchase. Fiskars responded the same day stating: Currently our warranty team is a little backed up due to Covid 19. Rest assured, we are working hard to process your claim as quickly as possible. Unless we have a question or concern with your claim, an email will be sent to you when your replacement part or item has shipped. Typically you should receive within ***** business days. They also provided me with Case Number: 00961232.There were no questions etc. from Fiskers, so based on their word the item should have shipped to me within ***** business days. Months later Fiskars has not shipped my replacement and they did not provide me with any updates. On 3/24 I e-mailed them again asking for an update but my e-mail was ignored. On 4/9 I e-mailed them again asking for an update and was ignored.As a loyal customer its very disappointing to me how ********************** is treating this situation. It seems like I am intentionally being ignored by Fiskars. I was forced to repurchase more of their tools due to them not servicing the warranty they promised. It has now been approximately 4 months since I have been trying to contact Fiskars both by phone and by e-mail with no response from them. It is unfair that Fiskars will not take calls from purchasers of their products when they are having issues with their products, that they are not responding to e-mails, and not providing any updates on warranty claims. Fiskars has the item in stock and available for sale on their website but it has been 4 months and they have not processed my warranty claim.

  Business response

  05/03/2022

  I have checked into this, and product was on backorder, my apologizes that is was not communicated to the consumer.  They are now in stock and your order for 2 tools is being processed to be shipped out today.  Once the order ships

  the consumer will receive an email with carrier information.   thanks ***** ******** Services Supervisor

   

  Customer response

  05/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 6, 2022 filed warranty claim for item EA0810 on the company's website. Received automatic reply email that something would be done in a few weeks. Made 2 more inquiries on April, 23 and 26th. All I get are auto replies. No one could tell me the status of the claim. Tried customer service number during the hours they posted. Recorded message says they are not taking customer calls.

  Business response

  05/02/2022

  Hi,  We have hit our busy season a little early this year, so we are a little behind.  I have processed this warranty claim for a new pair of scissors to be sent out.  I have put in a request to have this shipped asap.

  Any questions please let me know.

   

  thanks

  *****

  Consumer Services

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I will accept the response once I receive the product.   They promised I would in an earlier email and never followed through.]
  
  Regards,
  
  ***************************

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered, through Amazon, a Fiskars 14' Pole ************* It worked for about 25 minutes and broke as it is constructed of cheap fiberglass. When I contacted Fiskars, they stated that the product I received was not the one I ordered and therefore, a refund was not possible.I pointed out that I had only ordered ONE item and had only received ONE item. If a different model number was shipped, that is a problem which should be resolved between Amazon and Fiskars. Seems reasonable enough...There is ample room for a mistake on their part. A Fiskars pruner is ordered through Amazon who route it to ********* who in turn have it shipped from yet another provider. Clearly, there were several places for a mistake to be made with so many hands handling this order.I have provided to Fiskars: 1.) The original order 2.) The shipping into 3.) The invoice from Amazon.Despite complete documentation, they refuse to do anything but provide another cheap replacement.

  Business response

  03/08/2022

  I have looked into this and I requested a refund of $64.00 to be processed and issued.  Please allow 30 days to receive

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩