I had to rate one star but feel a rating of negative 5 stars is a more accurate representation of Sun Joe's reprehensible customer service. I purchased a new electric mower (MJ401E-RM) by way of an online offer back in March 2020. I have another mower so I didn't use the new one until the end of May and it cut the lawn nicely. I used it again on June 5, 2020 and the back wheels completely broke off the mower. I reported to Sun Joe and was given a Ticket number. And here I am six weeks later . . . . Long story short, I called Sun Joe because the previous three email inquiries and three online chats resulted in absolutely zero action from this company to resolve my product issue. Not surprisingly, I sat on hold for almost 45 minutes today I have been told three times by online chat agents that my case has been escalated up and categorized as a rush case. Today Frank M answered my chat, took my information and then crickets. This is the absolute worst customer service I have ever experienced and after researching reviews I see I am not alone in my experience. I understand Covid and the restrictions it has placed on business, but really? Six weeks and still no one can tell me what I am supposed to do with this useless mower? Needless to say this is the last piece of Sun Joe equipment I will be purchasing.