Mower Magic Opiniões 236

Resposta da Mower Magic

Há 4 dias

Thanks for the 5-star Review Simon! We'll be passing this onto Matthew, I'm glad that he could get you sorted with your new grasstop box.

Resposta da Mower Magic

Há 5 dias

After reviewing your order, we can see that it was placed after our closing time. Your robot was dispatched the following day (Friday) and delivered on Monday.

You also ordered a garage to accompany the robot. At the time of purchase, this item was listed as out of stock and was due to be shipped separately once available. This information should also have been indicated on the invoice included with your robot.

We appreciate that you feel that communication could have been better. However, we did not provide updates during this period as there were no changes to the expected delivery timeframe; therefore, nothing to report.

As soon as the garages arrived at our warehouse, they were dispatched via next working day delivery, and yours has now been delivered.

That said, we feel the comment about “using a more reputable supplier” is not entirely fair. Your robot was delivered within two working days, and the garage was shipped promptly upon arrival, reaching you the next day.

We feel we have fulfilled this order entirely within the promised expectations.

Resposta da Mower Magic

26/03/2026

Hi there,

I want to start by thanking you for leaving your feedback. I appreciate your frustration, as I've investigated this order, and we could’ve improved on this service.

For a bit of context, the mower model that you had ordered was part of our stock order, which was due to be delivered back in Late February/Early March, around the time that you had placed your order. Due to supply chain issues, the shipment of this mower has been pushed back.

When you chased the order last week, one of our colleagues would've checked on this delivery and seen that they were due to be delivered at the end of that week, so they would've informed you of that date. This date was then pushed back further, and we are now still awaiting that stock.

We apologise for the inconvenience and lack of communication from us. Your order has been refunded, and the refund will be with you in a couple of days.

Resposta da Mower Magic

26/03/2026

Hi Garry!

Thanks for the 5-star review. We appreciate your feedback, glad we could help.

Resposta da Mower Magic

22/01/2026

Hi Steven,

It means a lot to us that you've chosen to leave a 5-star review. I have passed on your kind words to Matthew, as I'm sure he will appreciate it. We hope to hear from you again soon.

Resposta da Mower Magic

7/11/2025

Thank you for taking the time to write this review. We are delighted to hear that you are happy with the service we provided. Happy mowing!

Resposta da Mower Magic

26/09/2025

Hi Phil,

We're glad that we could help you out, even if the mower had it's problems. Hopefully you've managed to get a mower that works for you. Thank you for the positive feedback!

Resposta da Mower Magic

4/09/2025

Good Afternoon,

We appreciate your frustration - it's never a good experience to have a fault with a machine that prevents you from using it.

As the machine was outside the first 30 days of receipt, the resolution under the manufacturer's warranty was for the faults you described to us to be repaired. We attempted troubleshooting by phone and email first just in case it was something easily resolved, but the nature of the issue was one that required a repair by a trained technician.

Being relatively far from us, rather than wrestling with the logistical difficulty of re-palletising and collecting your ride-on, we reached out to local authorised Mountfield dealer who agreed to do the repair work under warranty then passed those details on to you so you could liaise with them directly about the best time to have the machine collected for warranty repair.

The dealer (Adam Jackson Ltd.) contacted you to let you know the repair was completed on the Tuesday of week-commencing the 25th of August - our understanding is that they described the repair work completed to you and you were not happy with the work detailed.

In the report from the dealer, they had tested that handbrake and not found a fault; the deck height adjustment mechanism had come apart, which resulted in the deck rubbing against the framework. This was re-assembled and tested, and the deck re-painted where a section had be scraped against the body of the machine. Some fixings holding on guards and inspection covers had also been replaced and old ones removed where they were no longer adequate.

We reached out to the dealer requesting pictures of the components mentioned in the repair and saw nothing that was a cause for concern or would affect the operation of the machine - on the contrary, it had been repaired and tested under warranty in correspondence to the manufacturer's guidelines.

Please accept our apologies that your machine had faults and that the time taken to resolve said faults was longer than desired.

Resposta da Mower Magic

10/07/2025

I'm sorry that you feel like it was necessary to leave a one-star review about your experience. Our showroom is split into two sections. There is the downstairs shop, which has walk-behind mowers on display, and also one ride-on mower. Then there is the upstairs showroom, which showcases more a large array of our ride-on mowers. This is signed on the door that leads upstairs, and also a video sign with flashing arrows inviting customers upstairs.

Regarding the claim that nobody was around, we have a fully staffed office that is in the building, and we are always walking between the showroom and the office. There is also a bell located on the counter (also signposted) which can be used to let us know that people are in the showroom.

I'm unsure of how long you might've waited in the showroom – we will take a look at the CCTV to get some facts, but I find it hard to believe that nobody would've come out and spotted you promptly. Perhaps we were on the phone dealing with other customers.

We rate your review as an unnecessary slur on a hardworking family company. Your impatience for instant assistance when we were likely assisting someone on the telephone is a shame. I apologise that you feel like you've wasted an 80-mile round journey. Clearly someone would have been here if you walked into the building. We hope that the mower you have ordered online is suitable for your needs and is trouble free for the benefit of the dealer.

Resposta da Mower Magic

2/07/2025

Hi David,

Thanks for your review - i'm sorry that you were having issues with your machine that you ordered from us.

With the ATCO brand that you ordered, they operate with dealers nationwide, and whilst we can collect any mowers that may have faults, it can be easier for you, the customer, to take the machine to a local dealer.

As mentioned in your review, we did offer to take the machine back, and when told that it was not suitable for you, we then told you that you could take it to your local dealer. We offered everything we can to get you up and running, and believe that we provided a good service.

Hopefully your machine is working without fault now, and you can get on with your mowing. If you need anything else, then please get in touch.

Resposta da Mower Magic

23/06/2025

Hi Philip,

Thank you for the 5-star review and the kind words about our company! We appreciate all comments.

Hopefully everything you've ordered now works and you're happy with your purchases. Please get in touch if you need anything in the future.

Resposta da Mower Magic

Publicada a 9/06/2025

Hi Mike,

Thanks for your feedback, though we're disappointed to see this issue shared in a public review before giving us a chance to help directly.

That £994 shipping charge is clearly a technical glitch — not something we would ever knowingly apply, especially for a small item to a mainland UK address. Had you contacted us, we could have clarified and resolved this very quickly.

We work hard to offer a fair and friendly service, and it's frustrating when a simple error gives a different impression. That said, we’re grateful you brought it to light, and we’ve already started looking into the issue to prevent it happening again.

If you’d still like to place your order, or if you can share the item details with us at sales@mowermagic.co.uk, we’d be happy to assist and make things right. Or please feel free to call us on 01522 690005 and once we find the issue we are happy to offer you free delivery in this case.

Best regards,

The Mower Magic Team

Resposta da Mower Magic

13/06/2025

Hi there,

We requested more information from you, however there was no response so I'm unsure of your specific order.

When it comes to customer orders, we try everything we can to source what the customer has ordered before switching to alternatives.

I apologise that we did not offer this alternative at an earlier stage, but hopefully the alternative has arrived with you now, and you are able to use them in the way intended.

Resposta da Mower Magic

21/05/2025

Hi John,

I'm sorry to see that you thought we provided a 1-star service. After requesting your details, I've had a look at your order, and I can see that you ordered a Clutch Drum Assembly on Thursday, the 15th of May, after we had closed.

This part isn't one we keep in the building, but our supplier did have one at the time of order. So, we would have specially ordered this in for you on Friday.

In the product description, we do say that this is a special-order item and may need an extra bit of time to come in. However, I can see that we have received your item from the supplier and marked it for dispatch today, so you should have that by the end of the week.

Considering that this order was placed 4 working days ago, we think this was relatively quick service, compared to other parts that would be ordered from this manufacturer.

In addition to the edit you have made to the review, it looks like since you placed the order, our supplier has ran out of stock of those, and the manufacturer has marked it as obsolete, so you have received the last one available to us.

Apologies that we didn’t meet your expectations. We hope that this part meets your requirements.

Resposta da Mower Magic

19/05/2025

Hi Lea,

Thanks for the 5-star review. We're glad that we could sort you out with a new Mountfield mower quickly. Hope to hear from you again soon.

Resposta da Mower Magic

2/04/2025

Hi Neill,

We understand your frustration with this order and I'm sorry that you are waiting for this battery.

This battery isn't something we hold in stock, but is something that we have access to from Greenworks themselves and they usually are able to supply the orders within a few working days. It hasn't been the case with this order.

We appreciate you trying to support us as a smaller business, and apologise for disappointing your expectations when it came to this order.

Resposta da Mower Magic

2/04/2025

Hi Alan,

Thanks for the 5-star review! I've passed this onto Don, Mack & Sam and they are very pleased to hear this from you.

Resposta da Mower Magic

6/03/2025

Hi Bob,

We're glad we could help and get you back in the garden with a new machine. I'm sure Pete will be ecstatic to see this review.

Resposta da Mower Magic

25/02/2025

Hi Andy,

Thanks for your feedback! Hope to hear from you again!