R&R Products, Inc - Tucson, Arizona

Sherri

We ordered blades for our lawn mower. On the website it said that it would fit our model of mower, but it did not. Apparently you need to look up your own schematic's before ordering even if the website says it will fit. The company does not honor the free returns. By free returns it means no restocking fee, so you have to pay shipping. I wouldn't order online from here, but if you are local maybe won't be such a disappointment.

Ashlee Anderson

Terribly confusing online experience. After multiple calls and emails, I was told the website doesn't directly represent products, pricing or production time. I ordered "personalized flags" shown on the website and in my order history. There was zero instruction for uploading files or personalization. Also no mention of type of imprint (embroidery or screen print) and no mention the pricing would differ. The website also gave me an in-hand ship date was was completely wrong and the product did not display the production time.

Customer service made me feel like I was the one causing errors and told me I had ordered blank flags even though the website product displayed "personalized" because "their website is on a separate system." How is a user to know what they're ordering is not actually what they're ordering?

My order confirmation number completely changed without my knowledge and customer service made me feel as though I provided the wrong number. They also indicated in email and over the phone they had tried to reach out and couldn't get ahold of me but meanwhile, I had emailed 3 times (with information needed) and called 4 times trying to get clarity on this order.

The last representative was at least friendly but was still put off I didn't have knowledge that their online system did not match their internal system. I finally cancelled the entire order and reordered the exact same product elsewhere using their website's custom quote. A representative emailed immediately and I had an order placed in less than 5 minutes.

How can R&R improve?
Don't allow orders to be placed through a website when they don't truly represent the product, price or production times. I would have been happy receiving a custom quote and working with customer service from the start to get the products I needed. Keeping this online shopping portal live is deceiving.

Adnan Basir

customer support is pretty rude!
i am pretty sure i ordered one leveling rake but they sent me two and charged me for both.. first time bad experience with any usa manufacturer
1 star is for the leveling rake which is good

Caleb Rigsby

Horrible customer service. Placed an order on Sunday at 6pm, mistakenly ordered two brackets for the same side and needed a left and a right. Made a phone call Monday morning at 8:30am and was told it was already in the warehouse and there was nothing that could be done for me. I spent $820 and couldn’t even swap a $5.00 bracket that wasn’t even shipped yet. Will be taking my business elsewhere in the future.

claude gerard

I used to order here all the time. I probably spent a hundred grand (literally) here over the last 20 years. But, they stopped supporting their house brand products and seem to be useless on about everything that i used to order from them. Things change I suppose. I appreciate all they used to do and am sad to see them go downhill.

Tom Binder

If you can get past the rude, robotic sales staff answering the phones there are a couple of experts at this company who really know their stuff, especially on the older mowers. It's frustrating and annoying when. you know who to talk to but the front line people on the phone insist they can't transfer you. I continue to do business here but this company could be so much more helpful....they have the resources but good luck getting to them.

Taylor Paasch

The staff that answers the phone is ALWAYS extremely rude. My most recent call I was looking for some specific checkered flags that my course has ordered before and I couldn’t find them online (the website is impossible to navigate). You must’ve thought I ruined this ladies day asking her to look up my “120 order history” that literally took her 3 seconds to do and find the flags. Sorry that we’ve ordered from you 120 times this year! Maybe we should find
someone else who appreciates our 120 orders
***edit - Tim the manager called me and apologized and said he would take care of the issues. Very nice guy. Thanks.

Martin Babcock

I have used R and R for years and have always been very satisfied with the customer service and the products that they had provided until this year. The telephone sales staff had become rude, belligerent and downright difficult to deal with. I've had wrong products mailed, defective and inferior products provided. I bet this year alone I have sent back more products than we have kept.
Extremely disappointed with the deodorization of this company. Will not be using them any longer.