Reed's Outdoor Equipment — Local services in Little Rock

Worst customer service experience I can remember having.

Took my zero turn mower there for a burning smell and an inoperable mower deck. Called several times after the given repair time and was given 3 different times that the mower repair would be completed. I was never contacted and when I reached out I was continually told that they were swamped with repairs, understaffed and given a new time the work would be completed. After 28 days and 3 missed repair assurances, I received a text that the repair was complete. Upon my arrival I was told that a pair of safety glasses had fallen on the muffler and were the cause of the burning smell. A simple fix, but the mechanic laughing at me and treating me like a moron was unacceptable. I was charged $108. I was also told by the mechanic, Alex, that there was nothing wrong with the mower deck. I brought him outside to the mower and showed him the issue. He then admitted there was an issue and tersely began to tell me I needed a special part from a dealer that he couldn’t provide. I went back in to speak to the lady at the front desk and politely express my dissatisfaction with the lack of repair and the manner in which I was spoken to by Alex. Alex interrupted our conversation, argued with me and told me I could drive the mower over to the shop door and he could replace the bolt needed to complete the repair or I could leave.

The lady at the front desk apologized for his behavior and said he wasn’t good with customers which is why he worked in the shop. Eventually, she had a different mechanic make the simple repair by replacing 1 bolt while I waited. I asked for the owner to call me to discuss my experience. I waited a week for the owner to do so. After a ridiculously long repair wait, multiple missed repair times, terrible customer service and no resolution, I chose to write this public review.

I own a business and understand the difficulties in staffing and sometimes getting overwhelmed or behind. However, this was all a result of a complete lack of care or appreciation for me as a customer from the top down. An apology and some sort of refund could have prevented all of this. I’d set my mower on fire and buy a new one before I ever gave this business a dime of my money again.

Edit: (initially I wrote that I was charged $125 when in fact it was $108. That figure has been corrected) Amazingly, after posting this review, the owner called me to discuss my experience. He implied that I had threatened the mechanic and was somehow responsible for the treatment I received. I informed him that that was categorically untrue and that the only resolution I was willing to accept was a refund and a sincere apology. He attempted to negotiate and return half. I refused. Either apologize and make me whole or don’t, at this point I’m not willing to be nickle and dimed. My review stands and my experience with every level in the company was a...

Called Husqvarna and was told this was an authorized Husqvarna repair location. Called Reeds and they repeated the same. When dropping off my mower I asked once again if this was a Husqvarna service location and they said yes, they then proceeded to collect our purchase information for the warranty. When I returned to pick up my mower, a gentleman told me they don’t do Husqvarna warranty work, leaving me with the total for the repair. Given the assumption of warranty work, the competent/courteous move would have been to call and inform us it’s not warranty work (apparently that you don’t even do Husqvarna warranty work). Can’t speak for the quality of work, but will not be returning and will steer friends and...

I dropped off my Poulan Chainsaw that was not working. They had the chainsaw over one year! Over the coarse of the year I called several times and was told they are waiting on a part. Each time that I called. I finally drove by and was told the part was discontinued. They did not call me once in this year's time. And yes they had my phone number! They had repaired my Poulan Chainsaw once before that is the reason I took it back to them. They asked me what they should do with the saw. I told them to keep it. I need a chainsaw. I am debating if I should continue doing business with Reed after this experience. I have to buy a chainsaw no way around that. So not sure where to buy my...